Got my Replacement from Verizon - Complete w/ a Scratch/Chip!

[dmmarck]

So after driving 1.5 hours roundtrip to a FedEx facility to pick up my beloved's replacement, I opened up the package, didn't take off the plastic, and booted it up. Mucked around and sat down in my recliner before I noticed something...

A scratch. And a chip. On a "like new" device.

This was AFTER Verizon said that the likelihood of me getting a refurbished one was "slim to none" b/c "barely any have been sent in."

WTF?

 

[pauldroidr2d2]

So after driving 1.5 hours roundtrip to a FedEx facility to pick up my beloved's replacement, I opened up the package, didn't take off the plastic, and booted it up. Mucked around and sat down in my recliner before I noticed something...

A scratch. And a chip. On a "like new" device.

This was AFTER Verizon said that the likelihood of me getting a refurbished one was "slim to none" b/c "barely any have been sent in."

WTF?

VZW, really do not know what they are talking. When I was having some problems with my phone a month or so ago, the certified like used phone, I received was used.

 

[dmmarck]

VZW, really do not know what they are talking. When I was having some problems with my phone a month or so ago, the certified like used phone, I received was used.

I'm fine with it being used. But a garish scratch/scuff mark? Really?

 

[pauldroidr2d2]

I'm fine with it being used. But a garish scratch/scuff mark? Really?

I'd be on the phone with them saying... hey, not acceptable.

Personally, I dislike the thought of having someone else's phone. I don't care what steps are taken to pretty them up.

 

[dmmarck]

I'd be on the phone with them saying... hey, not acceptable.

Personally, I dislike the thought of having someone else's phone. I don't care what steps are taken to pretty them up.

I was. I said it was unacceptable and they're "overnighting" a replacement...which will get here Friday.

I'm hoping I'll get some store credit or something, this is ridiculous.

 

[trigun123478]

So after driving 1.5 hours roundtrip to a FedEx facility to pick up my beloved's replacement, I opened up the package, didn't take off the plastic, and booted it up. Mucked around and sat down in my recliner before I noticed something...

A scratch. And a chip. On a "like new" device.

This was AFTER Verizon said that the likelihood of me getting a refurbished one was "slim to none" b/c "barely any have been sent in."

WTF?

Goodluck my friend. I have had in the past 7 Samsung Fascinate CLN replacements because of screen defects, and I have had 2 droid charge Cln replacements. The Droid charge, the first one they sent me had scratches on the screen I demanded another replacement , the 2nd one they sent me was even worse with scratches than the first one. So I kept the 2nd one turned it on and it also had a dead pixel, I called Samsung and told them what was going on. They fixed it for me sent me one with a perfect screen.

Verizon will only send you used phones from now on until you get about 5 or so of them. The one you sent in whatever was wrong with it, it's going right out to someone else. I was forced to send my phone to Samsung and wait a week or more just to get the phone back to mint condition. I have complained to Verizon about this issue so many times, wrote emails everything I could do. They simply do not care. Anyone know of something we can do to get this through to the higher ups?

 

[dmmarck]

Goodluck my friend. I have had in the past 7 Samsung Fascinate CLN replacements because of screen defects, and I have had 2 droid charge Cln replacements. The Droid charge, the first one they sent me had scratches on the screen I demanded another replacement , the 2nd one they sent me was even worse with scratches than the first one. So I kept the 2nd one turned it on and it also had a dead pixel, I called Samsung and told them what was going on. They fixed it for me sent me one with a perfect screen.

Verizon will only send you used phones from now on until you get about 5 or so of them. The one you sent in whatever was wrong with it, it's going right out to someone else. I was forced to send my phone to Samsung and wait a week or more just to get the phone back to mint condition. I have complained to Verizon about this issue so many times, wrote emails everything I could do. They simply do not care. Anyone know of something we can do to get this through to the higher ups?

How'd you get through to Samsung? What was the cost? If the next has a defective screen that might be the option, but i'd be damned if I'll pay.

Way I see it, the only thing on my original that doesn't work is the volume rocker/buttons. The screen is literally perfect. I expect that same perfection in the new screen, or else I'm going to bother them with all of my available resources until they come around to the same thought process.

This is REALLY putting a cramp on my flashing.

 

[trigun123478]

How'd you get through to Samsung? What was the cost? If the next has a defective screen that might be the option, but i'd be damned if I'll pay.

Way I see it, the only thing on my original that doesn't work is the volume rocker/buttons. The screen is literally perfect. I expect that same perfection in the new screen, or else I'm going to bother them with all of my available resources until they come around to the same thought process.

This is REALLY putting a cramp on my flashing.

1-888-987-4357 is Samsung Mobile Support, You just call them up and say that Verizon keeps sending you CLN Replacements that have scratches on the screen. I actually said to Samsung "Verizon has sent me 2 CLN Replacements that have scratches on the screen,do I have to try to get 500 Verizon replacements before I get a good one or can you help me out? "They told me they could fix it for free under warranty. You can check the repair status on there website. You will be without a phone for a week or so, but it should come back flawless like mine did. It sucks that we have to do this Verizon should be able to help us. It makes me so angry. As far as your old phone goes I'm willing to bet that it might still get past them,that the volume rocker doesn't work and they send it out to some other person. Then there mad and call in.

 

[byrds8]

I had to replace my wifes TB not to long ago and it came with 2 huge scratches on the screen. The VZW I spoke with to tell them its not acceptable said according to HTC it can have up to 2 scratches less than a certain mm in length and it still be considered good and like new. I told her flat out this is not going to work. My wifes phone has 0 scratches on it and I expect the same in a replacement. She seemed not to want to but she sent another and was finally good. Sad thing about it all though is VZW knows they arent perfect and still try to shove them down our throats.

 

[dmmarck]

1-888-987-4357 is Samsung Mobile Support, You just call them up and say that Verizon keeps sending you CLN Replacements that have scratches on the screen. I actually said to Samsung "Verizon has sent me 2 CLN Replacements that have scratches on the screen,do I have to try to get 500 Verizon replacements before I get a good one or can you help me out? "They told me they could fix it for free under warranty. You can check the repair status on there website. You will be without a phone for a week or so, but it should come back flawless like mine did. It sucks that we have to do this Verizon should be able to help us. It makes me so angry. As far as your old phone goes I'm willing to bet that it might still get past them,that the volume rocker doesn't work and they send it out to some other person. Then there mad and call in.

Thanks for the info. I'm going to call them later to see what my options are. The second replacement is coming Friday, and I'll be sure to get a good, clean microfiber out to start the inspection. If I see a single scratch I'll go the Samsung route and then use my lawyerly-skills to gently discuss the issue with Verizon. Obviously, I will report back.

I agree also; why Verizon passes this off as a good customer experience/service is absolutely beyond me. They claim it's a 100 point inspection; obviously the screen is very little of those points. What also really, really concerned me--upon booting up, I didn't go to activation or anything like that, it just took me right to the phone. So if I needed any confirmation that this thing was previously, it for some reason avoiding any sort of activation, setup, etc. should have done it.

When they repair the screen, is it replaced or simply polished? Also, the 1 year warranty applies to them, correct? Verizon stated--ever so carefully, I might add--that they are (more or less) a proxy for the manufacturer. If so, that's very interesting.

I had to replace my wifes TB not to long ago and it came with 2 huge scratches on the screen. The VZW I spoke with to tell them its not acceptable said according to HTC it can have up to 2 scratches less than a certain mm in length and it still be considered good and like new. I told her flat out this is not going to work. My wifes phone has 0 scratches on it and I expect the same in a replacement. She seemed not to want to but she sent another and was finally good. Sad thing about it all though is VZW knows they arent perfect and still try to shove them down our throats.

I absolutely, 100% agree. The replacement has 3 screen "imperfections." The first, the one that caught my eye and ire, is approximately an inch long resembling a "scuff" located on the mid-somewhat upper left side of the screen. If you look closely, though, you can see the "fine" scratch points and such. What was brilliant, though, is whatever they put on the screen prior to shipping it out covered it up, more or less. You wipe that off, and lo and behold, there it is.

The second is a similar, smaller "scuff" which is almost directly to the left of the big one. I didn't notice that one until I was readying the screen for the case (so I was cleaning it and such). Like the first one, whatever was on the screen when shipped seemed to have temporarily covered it up.

The third is a very, very, very tiny nick in the bottom of the screen past the viewable area. I didn't notice it at first, but once I found the scuffs I found that. Initially thought it was dust/skin/whatever nastiness a small white/silver object can be. But alas...

Moral of the story--I'm going to "clean" every "CLN" that comes this way, and I suggest everyone do the same. I'm not sure if the screen protection crap they put on there was used to intentionally hide faults, but it sure did hide them for a bit. If Replacement #2 comes in similar shape, I'll be sending that to Samsung and I guess resurrecting my Incredible for a short bit of time.