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So, here's my story.
The screen "died" on my Fascinate last Friday (4 days ago). When I took it off charge in the morning (I always charge it overnight), I noticed some discoloration in the center of the screen. Phone was still functional, but I really didn't look into much as I was leaving for work. After about 2 hours, I looked at the phone again and the screen was much worse. It now had an image burned on it and it was getting darker. Touch screen also stopped working about this time. Well, after another hour or two, I couldn't see anything on the screen except for a small bit at the very top of the screen.
I called the Verizon store over lunch and explained what happened, they patched to another tech support guy who had me pull the battery, which helped nothing. So, he put through to overnight me a replacement, which is arriving today. Well, I picked the broken phone this morning which has been powered off all weekend, and when I looked at it in the light I could see the screen underneath is cracked in an arch at the top. I have no idea how it could have happened. I'm very gentle with my phone and have no memory of when such damage could have occurred. This is the first time I noticed it, and you really have to look at it at the right angle to even see it. The glass on top is flawless and the phone shows no other signs of damage.
I'm really not sure what to do at this point. Is Verizon going to notice it and tack the $500 or so onto my bill? Should I call them and explain what happened? I'm pretty sure there's a good chance it will just slip through the cracks when they receive my broken phone, but I guess my conscience is getting the best of me. Anyone have any thoughts on my situation or experienced similar in the past with Verizon?
I'm guessing you have asurion insurance? I believe you can so 2 replacements a year. That being said... You're first replacement came in broken and I wouldn't accept it.
Sent from my SCH-I500 using XDA App
daavy said:
I'm guessing you have asurion insurance? I believe you can so 2 replacements a year.
Sent from my SCH-I500 using XDA App
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I do not, which is why I was happy when they told me it was a warranty replacement. My heart kind of sunk when I saw the crack
An arch from electrical current? If that's the case maybe call and tell them. Just be sure you don't have water damage.
boostedjti said:
An arch from electrical current? If that's the case maybe call and tell them. Just be sure you don't have water damage.
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Definitely no water damage.
Not an arch from electrical current. The crack is in a arch shape. No idea what the cause was. I'm just afraid once I send it back, they are going to see it and claim abuse and charge me for the replacement. If there's a good chance that could happen, I may want to just send the warranty replacement phone back and replace the screen in my broken phone for $100.
If the crack is under the main screen then i would say it will be covered easily. I had a BB Storm where the screen was fine but the digitizer shattered. Vzw store replaced it without a problem.
Sounds like a manufacturing defect to me . AFAIK your phone has a 1 year manufacturer's (Samsung) warranty so Verizon probably won't care to replace it since the replacement cost won't be coming out of their pocket.
"its cracked?" "it wasnt went i sent it. They must have dropped it in shipping" ive been told works with customer service, its not worth their time arguing with you.
One thing with verizon I have noticed it's they really don't have too much of a conscience when it comes to us customers, so why have one with them. Warranty replace it and claim it must have happened during shipment if they notice. doubt they will argue. I know some people misuse the warranty replacement thing, but apparently you aren't. I forgot to replace the official software bacl on one of my storm replacements (there were 11 total and they were all legit) they didnt even notice. Odds are the screen will get replaced and sent off to another customer and they will be none the wiser
I have had my Note 3 for approx 2 weeks and I take great care of my devices and I have not had any fall or dropped my phone and carry it in my pocket with no other items eg keys etc.
I have just discovered a crack of the screen glass which runs form edge to edge in the top right corner by the front facing camera, what is even more baffling is that yesterday I placed a protective silicon case on the phone and there clearly has not been any impact but looks more like a stress crack. The case is a standard case that fits snugly but is not overtight.
As you can imagine I am seriously annoyed about this on a £600 phone and I really do not have the time to mess around with repairs, loan phones etc
Is there anybody else this has happened to?
Any advice suggestions do I contact Samsung or my Carrier which is O2 in the UK or general advice how best to deal with this.
Not had the screen crack but bottom right corner centre curve mine developed a tiny hairline split in the plastic didn't show on the outer edge or top face but if you looked on an angle in good light you could see it, also there was a gap on that corner very slight between the glass and fake plastic chrome. I ran a Stanley blade tip around the gap and it closed and the hair line crack isn't visible. My wife had the S3 before getting my mint titanium N2. The S3 also suffered from expansion contraction cracks in the fake aluminium banding, maybe due to the extreme temps here in Spain. I still think all the 5 minute reviewers were talking crap about the N2 plastic build quality, my old N2 still looks like new. I also hate the raised rim on the N3. The Note 2 felt edge less, very nice when swiping from the edge of the screen. The Note 3 feels like your playing inside a sand pit. The reason I bought the N2 titanium was soley because it didn't have the fake chrome. Any colour banding would have better than chrome, a gun metal like the N2 titanium would have been so much more premium looking.
Sent from my GT-N5110 using XDA Premium 4 mobile app
An update on this I have been to the O2 store twice now and they refuse point blank to replace the phone even though I am within the 14 day return window according to their TCs.
The manager at the store states that they cannot accept damaged phones I have now also noticed a rattle in the phone as previously stated the phone has not been dropped or subjected to any trauma and the casing is in pristine condiition. It should be obvious to anybody examining the phone that it has not been dropped or knocked as there would at least be some evidence of this on the external casing.
So now I am going to go through O2 complaints procedure and also contact Samsung to see if they can offer a resolution.
Any other advice that anyone can offer will be gratefully received.
waisal said:
An update on this I have been to the O2 store twice now and they refuse point blank to replace the phone even though I am within the 14 day return window according to their TCs.
The manager at the store states that they cannot accept damaged phones I have now also noticed a rattle in the phone as previously stated the phone has not been dropped or subjected to any trauma and the casing is in pristine condiition. It should be obvious to anybody examining the phone that it has not been dropped or knocked as there would at least be some evidence of this on the external casing.
So now I am going to go through O2 complaints procedure and also contact Samsung to see if they can offer a resolution.
Any other advice that anyone can offer will be gratefully received.
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From your initial post, you have already stated you don't have time to deal with loaners etc... so I feel your pain! The problem is shoddy workmanship on the device. I have had a few friends with similar problems noticed within a week after purchasing the device. Fortunately, they had a good relationship with their mobile reseller so their devices were swapped out and the mobile reseller has a lot of pull with Samsung since they buy lots of product. Samsung does not wish to lose their retailer support so will assist with a vendor return (RMA) versus the general consumer.
My only suggestion is to try to deal with the store directly as you have done previously. If the manager is unwilling to be empathetic towards your situation, ask them who the regional or territory manager is for the store and request for their information. If they refuse to provide this or you do not get the results you were hoping for, I would communicate with Samsung directly and explain the situation. Mention you do not take kindly to paying "X" amount for a phone only to encounter this type of situation. Explain as a consumer, you must follow the retail policies when situations happen but it's these retailers who represent Samsung and their product lineup to the consumer worldwide. Ask what they can do for you directly as you have no support through the retail channels representing their brand.
I'm sure they will do something and if not through the front-line channels of customer support, ask to speak with a manager or team leader. If this gets you nowhere, on principle, I would buy a new device and would escalate the matter to Samsung headquarters directly through a letter sent by courier with signature required so you have proof of acceptance. If you do not get a response within a timely fashion, file a small claims writ and take Samsung to court on this basis. Most likely, they would simply send you a refund as court costs for them would far exceed the cost of device replacement or refund. A judgement in your favor or out of court settlement would be based on 100% proof the damage was not user initiated but instead, a factory defect.
Hope this helps!
Further update spoken with both O2 customer services and also Samsung who directed me to take it to their approved repair centre locally (run by a third party but branded Samsung) for inspection. I drove to this centre where one of the technicians took a look and said we cannot repair this as the screen is cracked. I restated that it is obvious from the condition of the phone it has not been misused and asked to speak to the manager who said that Samsung will not authorise any warranty repair for a damaged screen and I would need to contact them again.
This is what I did and they sent a reply paid jiffy bag to send to their inhouse repair centre and today I have received a reply stating that I will have to pay for the repair as the warranty does not cover physical damage. I am massively frustrated and disillusioned by this as neither Samsung or O2 want to take responsibility for this and I am struggling to Know what to do next.
To be fair, they have to protect themselves. If any customer who dropped a phone (not saying you did) could get a refund, they would either go broke, or have to charge us all a lot more.
Their conditions assume that some trauma occurred, but your situation appears to be the < 1% of situations where the fault is caused by a manufacturing fault, not user abuse. You only way is to 'prove' that no user abuse has occurred. As you say, the pristine nature of the shell does back that up, and the fact is that such faults can and will occur.
Only one thing may be important as well: is the silicon case very tight? I am thinking that if it is, that stress could have caused an existing flaw in the glass to extend into a fracture. Again, proving it is next to impossible, but I would keep going up the chain until they accept it, but keep calm and polite. Eventually they will give in, I suspect.
Very true about phones that get damaged by misuse and drops etc. I have again spoke to Samsung customer services and restated everything but seem to be going round in circles so I have pursued a formal complaint and will be sending in photos. Also will look to get a independent inspection report but as you say I will probably have to prove that misuse did not occur as they do need to protect themselves but as one of the unfortunates with a damaged screen not due to physical trauma or misuse it leaves me with an extermely poor view of Samsung and certainly as a consumer will look to other manaufacturers from now on.
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
huntb said:
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
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Did you submerge it in water? Smash it with a hammer? Fry it in the microwave? If so, they are not going to honor the warranty replacement. If not, I think you are over thinking it. I have to imagine that they expect some damage to the plastic housing, if the drop was enough to shatter the screen.
dcallan said:
Did you submerge it in water? Smash it with a hammer? Fry it in the microwave? If so, they are not going to honor the warranty replacement. If not, I think you are over thinking it. I have to imagine that they expect some damage to the plastic housing, if the drop was enough to shatter the screen.
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This is what I'm wondering as well I dropped mine and it landed on the corner. A bit of the plastic housing broke off as well as a small chunk of glass. Screen still works fine, so I decided to wait and save my replacement in the event I have a more serious accident.
I was planning on getting a replacement after approx 1 year, does anyone know if that bit of housing that broke off is going to stop them from honoring it? Anyone have any experience with something similar?
huntb said:
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
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i think the only mention that fell while it was raining, its what it ruined it for you, they assumed water damage, you should just said that you dropped and broke the screen. thats how they roll.
They said they would check it for water damage once it was received by the warehouse. They said they inspect every phone that comes back for the screen assurance program. Even if I wouldn't have said that it fell while it was raining, they would still see if it had water damage. I don't know if it does or not but there is no way to find out without sending it back in. When I do they can charge me $500 if it does.
00McD00 said:
This is what I'm wondering as well I dropped mine and it landed on the corner. A bit of the plastic housing broke off as well as a small chunk of glass. Screen still works fine, so I decided to wait and save my replacement in the event I have a more serious accident.
I was planning on getting a replacement after approx 1 year, does anyone know if that bit of housing that broke off is going to stop them from honoring it? Anyone have any experience with something similar?
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Droid Turbo Screen Assurance FAQ's
Quote from the above website: "This one time replacement covers only a cracked display. If you have already received a replacement under this program or the device is found to have been subjected to other physical damage such as crushed or damaged housings, liquid damage, software or hardware alteration, it is not eligible for a replacement under this program."
"A cracked display refers to cracks to the outer glass/screen portion in the front of the device. Any damage that also includes a cracked housing, missing glass fragments or other significant structural damage to the housing does not qualify for the Droid Turbo Screen Assurance program. If you re unsure if your device meets the qualifications, you can visit a Verizon Wireless retail store to speak directly with a sales representative."
"If your Droid Turbo has been subjected to neglect, misuse, liquid damage, software or hardware alteration or unreasonable wear and tear, it is not eligible for a replacement under this program.
Note: Do not return your device under Droid Turbo Screen Assurance unless your damage is covered under this program. If you do, you ll be charged up to the full value of the replacement device, which may be in excess of $500, even if you subscribe to an Equipment Protection program. "
But the Verizon store sent it in, not you, right? Shouldn't they be responsible if they did not properly evaluate the damage? They can't charge you $500 for their mistake.
When I saw the screen assurance thing when I bought my turbo, it seemed too limited to warrant going without insurance. All it protects you from is if the screen cracks and nothing else experiences any damage. In my mind, this is only good for saving me the insurance deductible in such a cracked screen-only event.
First, they can actually replace just the screen. Second, if they didn't screen for other damage then any yahoo who had something happen to his phone would just crack the screen and ask for a new one.
I'm sure they'll fix the actual screen like they say they will then if anything is messed up past that it's on you.... because that's how it's written. A big selling point of this phone for me was that I can go case-less until i scratch up/crack this screen then I'll get my replacement and put a lifeproof on it.
They don't replace the screen or send your phone back in for you. They send you a replacement phone with a prepaid return shipping label and you are responsible for sending the broken phone back to "the warehouse" where they will analyze it and determine whether or not it qualifies for the screen assurance program. If not, you get charged for the price of a new phone.
Here's my experience with this whole thing. I dropped my phone in a puddle it was submerged for about 30 seconds. Put it in rice and it came back to life. Two months later I cracked my screen. Brought it to the VZW store, they ordered me up a new one after verifying some info. Two days later I had my refurbished phone and sent the damaged one back.
Haven't had any charges to my account. Doesn't seem like they check these returns too thoroughly unless you admit your guilt.
Sent from my XT1254 using XDA Free mobile app
Long as it isn't water damaged
I dropped mine ~3 weeks after launch. I got lucky that they didnt have a refurb available and received a brand new device. That being said my screen was shattered to the point of glass falling out of it, and the screen was completely black and didn't light up at all. Phone still worked, but was stuck in a bootloop at the droid logo and wouldn't even finish turning on. They still replaced it. I even forgot to send my old phone back for like 30 days, and they credited my account with the amount they had charged me the same day they received it back.
I am more worried about the "software modifications" section, since I had rooted my phone with moforoot. I returned it back to stock, so it shows "official", however the qe counter is still 0/1 which means it is not currently rooted, but was rooted in the past.
It has been about 5 days since I got notice that my old phone was received. Will have to see.....
I fail to see how rooting a phone can cause a screen to crack though
Verizon can quickly do a full reflash, so what do they care?
Don't say you dropped it
Last week I set my phone down on a rock to take a picture of a guy with his phone. When I came back to my phone, it looked like the wind had blown it, fell 2 feet, and cracked the screen. I called VZW Tech Support today, and when they asked me how it cracked, I said that I had dropped it. BAD MOVE! The rep then said that I had voided the warranty by dropping it, and couldn't replace it under the Screen Assurance program. I then asked for a supervisor, told her that I had misspoken and that I had not actually dropped the phone (which was true). She thought that laying it on a hot rock could have caused it to crack, because the manufacturer's defect has to do with the glass overheating and cracking.
So don't tell them you dropped the phone!
I got mine taken care of.. no issues.
i just requested mines, the order has been placed... i hope they dont bull**** me when they receive mines.
Whoever the rep was that says they won't cover it if it was dropped obviously doesn't know the program. They were probably just giving their standard response for other phones.
On the "software modification" issue, It has been over a month since I sent my phone back that I had rooted with MOFO and thankfully they have not tried to charge me for the replacement phone. So long as you revert any rooted phone back to stock it probably won't be an issue getting it replaced under the screen assurance program (though it's not a guarantee).
Is this program only for those who bought the Turbo straight from Verizon? I bought mine on Amazon because they had a better price than Verizon. Am I still eligible?
The FAQ for the Screen Assurance Program is here:
http://www.verizonwireless.com/support/droid-turbo-screen-assurance-faqs/
It doesn't specifically say it has to be purchased through Verizon, It just says it is for 2yrs from date of purchase of a new Droid Turbo.
On my s4 & note 3 that I had rooted before asking vzw for a replacement cause of various problems I had found after rooting both phones, I unrooted them & sent them back & had no problems with the replacement policy. So as long as you unroot the phone or brick it before sending it back they don't really care if it's been rooted before cause I don't think they really can tell cause the flag that gets tripped when rooting becomes untripped when you unroot your phone & as far as bricking your phone it then becomes impossible for them to tell if it's been rooted before.
Hello,
I just wanted to share my experience that I had with Motorola regarding replacement of my Nexus 6.
So, I have had my Nexus 6 for a little over a month. (Just long enough to not be able to return it) I have noticed screen "burn in" really bad where the navigation bar and status bar are located. So bad that I can see a "ghost" of my navigation and status bar icons when watching videos on YouTube. I tried to prevent it, keeping brightness down and display timeout on 30 seconds. Apparently I received a very poor quality display.
Anyways, I contacted Motorola about this and I wanted to share their return policy and procedures. Motorola will give you two options.
Option One: "Standard Replacement Service" They will email you a return shipping label. The label is standard FedEx Ground. You then use the label to return your defective Nexus 6 to them. Once they receive it, they will ship you a "Like New" device within 5 business days.
Option Two: "Premium Replacement Service" They will ship you a Brand New Nexus 6 via FedEx 2nd Day Air. Included in the package will be a return shipping label to return the defective Nexus 6. This option has a service charge of $24.99 AND they require you to provide them with a credit card, which they issue a security hold on in the amount of $500.00.
I originally went with option one yesterday, but then I decided against it and called back right away this morning to cancel the RMA and created a new RMA and went with option two. I really didn't want to go without my phone for two weeks.
I found out that the only thing not covered under warranty "repair" is liquid / extreme moisture. The Nexus 6 one year warranty covers repair / replacement of damaged devices! If your Nexus 6 is out of the one year warranty, a $175 fee is charged for malfunctioning or damage. (Still a good deal in my opinion)
https://motorola-global-portal.cust..._answer_detail/a_id/102486/p/30,6720,9293#fix
Not all of your info is accurate. I've had a Nexus 6 I purchased through Sprint in April, and about two months ago I dropped it causing the screen to shatter. There was also a dent in the upper left corner and for reasons I couldn't figure out the micro USB port ceased to work.
Naturally, I checked out the repair service for Motorola and found that my phone was still within the one year limited warranty period. I sent my phone in with the bootloader unlocked, rooted, running XtraSmooth MM preview using option one as you described above and switched to using a Verizon GS5 while I waited. 4 days later I received a brand new replacement Nexus 6 and wasn't charged anything for my damaged phone nor denied service due to software modifications.
It was incredibly quick and hassle free, and I would definitely give their repair service a 5/5 stars for quality service and speed.
Now, if your phone is older than a year you WILL have to pay a fee for repairs. However, if your phone is relatively new you can easily claim warranty twice within that first year.
Also, I've never experienced this burn in people talk about on either of my devices so if they claim it's been rectified, it probably has.
Shilalygawd said:
Not all of your info is accurate. I've had a Nexus 6 I purchased through Sprint in April, and about two months ago I dropped it causing the screen to shatter. There was also a dent in the upper left corner and for reasons I couldn't figure out the micro USB port ceased to work.
Naturally, I checked out the repair service for Motorola and found that my phone was still within the one year limited warranty period. I sent my phone in with the bootloader unlocked, rooted, running XtraSmooth MM preview using option one as you described above and switched to using a Verizon GS5 while I waited. 4 days later I received a brand new replacement Nexus 6 and wasn't charged anything for my damaged phone nor denied service due to software modifications.
It was incredibly quick and hassle free, and I would definitely give their repair service a 5/5 stars for quality service and speed.
Now, if your phone is older than a year you WILL have to pay a fee for repairs. However, if your phone is relatively new you can easily claim warranty twice within that first year.
Also, I've never experienced this burn in people talk about on either of my devices so if they claim it's been rectified, it probably has.
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They repaired (replaced) your broken device for free? That is amazing! The reps I talked to advised me it was $175 for damage repair. (Because they just replace it I guess) So your saying you get 2 claims during the one year warranty for damage even?
Did Google still own Motorola when you sent your phone in?
Rektifying said:
They repaired (replaced) your broken device for free? That is amazing! The reps I talked to advised me it was $175 for damage repair. (Because they just replace it I guess) So your saying you get 2 claims during the one year warranty for damage even?
Did Google still own Motorola when you sent your phone in?
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I sent it in last month. Yeah, it was free, and you're supposed to have two free claims within your first year. I've only used one so I have no proof of that. Maybe I got lucky and got a nice technician.
Shilalygawd said:
I sent it in last month. Yeah, it was free, and you're supposed to have two free claims within your first year. I've only used one so I have no proof of that. Maybe I got lucky and got a nice technician.
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No, you are correct! I seem to have been miss informed, kinda. I just checked Nexus 6 warranty info @ Motorola.com.
The ONLY thing excluded from warranty "repair" is liquid damage / extreme moisture damage. If you have owned your Nexus 6 for longer than one year, THEN the $175 fee is charged for a malfunctioning or damaged device. People need to know this! I wonder how many people replaced their own displays that they broke, tossed out, sold for parts, etc their damaged Nexus 6's not knowing that Motorola would have repaired it for free had they just sent it in for free.
I am glad I now know this! Not to mention, I will have proof of "purchase" for my Nexus 6 because they are shipping me the new device. So I have a year from today pretty much.
Thank you for posting! I would have never looked and been misguided by not one, but two reps!
Also, I did a full wipe, stock flash, bootloader locked my device just to be safe. I mean, they are holding $500 hostage on my credit card. lol. I'm not taking any chances!
"Burn in" is covered but its pointless. Amoleds will "burn in" except if hide the softkeys. Dealing with "burn in" was better than unknowns of refurb.
Shattered screens are not covered by warranty. They charge $175 whether in or out of warranty.
Visi0nofExcellence2 said:
"Burn in" is covered but its pointless. Amoleds will "burn in" except if hide the softkeys. Dealing with "burn in" was better than unknowns of refurb.
Shattered screens are not covered by warranty. They charge $175 whether in or out of warranty.
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That is what I would assume, but reading the warranty guidelines the only thing stated as not being covered is liquid damage.
Visi0nofExcellence2 said:
"Burn in" is covered but its pointless. Amoleds will "burn in" except if hide the softkeys. Dealing with "burn in" was better than unknowns of refurb.
Shattered screens are not covered by warranty. They charge $175 whether in or out of warranty.
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Not saying you're wrong, but feel free to tell that to my no-charge busted screen warranty claim.
Most manufacturers have a one year limited warranty, and you don't have to provide proof of purchase unless asked. Usually the date you bought the device and where you bought it will suffice. I got my girlfriend's S5 fixed for free by Samsung at the same time my Nexus 6 was replaced. She dropped it and busted the LCD. Warranty covered it too.
I wanted to chime in with my recent experience. Im still waiting on my replacement (should be today). My nexus 6 was having the split screen issue no matter what rom or kernel I was running and the USB port was really loose (was interfering with android auto). I went with option 2 and they told me they are sending a like new not brand new.
ILuvRice said:
I wanted to chime in with my recent experience. Im still waiting on my replacement (should be today). My nexus 6 was having the split screen issue no matter what rom or kernel I was running and the USB port was really loose (was interfering with android auto). I went with option 2 and they told me they are sending a like new not brand new.
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Update....so gotta give Motorola support props. I had also joked that they could send me an white 64GB (mine was 32gb blue) and they said they can't do that. Told him no problem. Well, to my surprise, they sent me a brand new white 64gb. The box was still factory sealed and includes a brand new charger and cable. Lucky Me!
ILuvRice said:
Update....so gotta give Motorola support props. I had also joked that they could send me an white 64GB (mine was 32gb blue) and they said they can't do that. Told him no problem. Well, to my surprise, they sent me a brand new white 64gb. The box was still factory sealed and includes a brand new charger and cable. Lucky Me!
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That is awesome! Congrats on that! Now you have my hopes up... lol. I asked if I could receive a Cloud White instead of Midnight Blue. He advised me that he could not do that but that he would notate my RMA that I requested a Cloud White instead so it would be up to the warehouse if they wanted to make an exception. I have been thinking about getting a cloud white replacement housing and back. I found a site that sells true oem parts and it would cost me $40.00 all said and done. But it would be awesome if they just sent me a Cloud White!
Also, everyone that I have heard of that has had their Nexus 6 replaced by Motorola in the last few months has received a factory sealed device in retail packaging with the original retail accessories. I seriously don't think that they are refurbished devices. I have or know people who have received refurbished electronics from warranty claims before such as Blu Ray players, computer components, phones, tablets, etc. (I'm the family tech) They seem to usually be in unmarked packaging, and just the unit itself with no accessories.
I could be wrong but I can't see a company packing refurbs in retail packaging, sealed with all of the normal included accessories.
I helped my uncle with his iPhone 5 in the past and a LG Tablet. We sent them both in for warranty repair and he received refurbs back in non-retail packaging with no accessories. (They had different serial numbers so I doubt they were repaired. Sprint even wanted to charge him $35 for activation on the iPhone 5. lol)
Rektifying said:
That is awesome! Congrats on that! Now you have my hopes up... lol. I asked if I could receive a Cloud White instead of Midnight Blue. He advised me that he could not do that but that he would notate my RMA that I requested a Cloud White instead so it would be up to the warehouse if they wanted to make an exception. I have been thinking about getting a cloud white replacement housing and back. I found a site that sells true oem parts and it would cost me $40.00 all said and done. But it would be awesome if they just sent me a Cloud White!
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Good luck!
ILuvRice said:
Update....so gotta give Motorola support props. I had also joked that they could send me an white 64GB (mine was 32gb blue) and they said they can't do that. Told him no problem. Well, to my surprise, they sent me a brand new white 64gb. The box was still factory sealed and includes a brand new charger and cable. Lucky Me!
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You have me regretting not doing this on my claim. #dat32bluelifedoe
ILuvRice said:
Update....so gotta give Motorola support props. I had also joked that they could send me an white 64GB (mine was 32gb blue) and they said they can't do that. Told him no problem. Well, to my surprise, they sent me a brand new white 64gb. The box was still factory sealed and includes a brand new charger and cable. Lucky Me!
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I wasn't so lucky. I received my replacement Nexus 6 today. It was in a moto care box. The phone itself in the box was in a bubble wrap sleeve. Everyone I have heard of got a new in retail box replacement, but not me! lol. The phone did have the factory plastic thing on the screen, and after VERY close examination of the device there is not so much as a tiny knick or scratch or a single spec of dust in the speaker grills. I'm not sure what to make of it. Either the rep I talked to lied to me, or they have new devices that they issue in non-retail packaging.
Anyone receive their replacement like this?
Rektifying said:
I wasn't so lucky. I received my replacement Nexus 6 today. It was in a moto care box. The phone itself in the box was in a bubble wrap sleeve. Everyone I have heard of got a new in retail box replacement, but not me! lol. The phone did have the factory plastic thing on the screen, and after VERY close examination of the device there is not so much as a tiny knick or scratch or a single spec of dust in the speaker grills. I'm not sure what to make of it. Either the rep I talked to lied to me, or they have new devices that they issue in non-retail packaging.
Anyone receive their replacement like this?
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I have received one each way. One in retail package, new sealed box, and another that was in bubblewrap sleeve with plastic on it. I'm betting that the bubble wrapped one is probably a refurb, but if it is, mine was flawless as well, so they probably tore it apart, put a new screen, back/side casing and speaker grill set in it. There are a few other companies I've gotten refurbs from over the years that were this good, but not many.
Well, never mind I guess. I thought it looked like a brand new device but it clearly is not. The display is worse than the one I was replacing. It looks like this is going to be a fun ride. I would literally rather keep the one I have than the one they sent me... It has worse burn in on the nav bar than mine did. Also, there is a dark hue on I would say 1/4 of the bottom of the display. As if it is not as bright as the rest.
This is definitely going back to Motorola! I am going to call them now.
PWn3R said:
I have received one each way. One in retail package, new sealed box, and another that was in bubblewrap sleeve with plastic on it. I'm betting that the bubble wrapped one is probably a refurb, but if it is, mine was flawless as well, so they probably tore it apart, put a new screen, back/side casing and speaker grill set in it. There are a few other companies I've gotten refurbs from over the years that were this good, but not many.
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Oh I see. I hate refurbished replacements. I don't know why, and I know they "inspect" them but I just hate the idea of it I guess. I mean, mine looked brand spanking new but judging by the serious nav bar burn in and how the bottom 1/4 of the display was darker, almost pinkish hue to it, the display was definitely from a used unit.
I was just on the phone with Motorola for over an hour. I explained to a supervisor in the escalations department how I paid the $24.99 and let them hold $500+ dollars on my credit card, only to receive a worse device than the one I originally had. So, he said that in order for him to send another replacement immediately that he would have to issue another $500 security hold. BUT, when he created my RMA he set it up so that I will be receiving a Brand New, 64GB Cloud White. I originally had a 32GB Midnight Blue! This is awesome! I went from super frustrated to super happy. lol. Motorola definitely has some of the better customer service that I have experienced to say the least. He offered the 64GB upgrade for the inconvenience, which I told him I greatly appreciated but I would love if he could send me a cloud white version as well.
I have a minor screen issue, get tearing like once a month on some kernels, but Couple times a day on others. Scarred to warranty because everything else is great.
i just got off the phone with motorola because of deep scratches and i've started to notice after occasional reboots, my SIM card will not read. i'll have to pull it and re-insert it 3-4 times until it actually picks up. i've tried cleaning the SIM slot with a soft bristled toothbrush several times but still happening. so according to motorola, nevermind the SIM problem, if there's a scratch on the screen i'll have to pay $175 plus taxes. for those looking for the warranty guidelines, here you go:
http://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%202011.pdf
asilentcivilian said:
i just got off the phone with motorola because of deep scratches and i've started to notice after occasional reboots, my SIM card will not read. i'll have to pull it and re-insert it 3-4 times until it actually picks up. i've tried cleaning the SIM slot with a soft bristled toothbrush several times but still happening. so according to motorola, nevermind the SIM problem, if there's a scratch on the screen i'll have to pay $175 plus taxes. for those looking for the warranty guidelines, here you go:
http://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%202011.pdf
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Damn! The person who posted about sending his in damaged got extremely lucky! So they told you that if it even had a scratch on it that you would have to pay $175 to have it replaced?
Hello,
I have managed to be an idiot once again and break the screen on my S8, it's cracked and doesn't respond to touch.
I need it replaced and I am considering all options.
I am thinking of buying a replacement screen together with a precision tool kit and doing the repair myself by following some videos on youtube.
Getting it repaired by a professional may be more trouble then it's worth.
Has anyone replaced the screen on this phone? I am looking for any tips or wise words. Is there a forum I can ask more detailed questions about the repair?
Any help will be greatly appreciated.
I have replaced in official service center for 280$ including service and new frame and after replacement it's still watter resistent i tested in pool
Thats why you get insurance when you buy a delicate phone like S8. I broke screen of my S8+ but thankfully had the insurance. Repair centre gave an estimate of 235$ but due to insurance i paid just 10$
There was no insurance in my country
I should have at least had a protective case on the phone. What can I say I was a bit of an idiot.
I am particularly worried about putting it together myself, mainly applying the adhesive correctly. I would really like the phone to stay water resistant.
FROM our China. to insurance i paid just 9$
It's really cheap.