Help! Need suggestions.

[wckdjugallo]

My wife got her Droid Razr Maxx 5 weeks ago. Today the sound quit working so like a dutiful husband I looked at all the settings and found nothing wrong. Stumped I sat the phone down and went to cook lunch for our family and when I came back the phone was sitting in the exact same position but the screen was shattered.

https://lh4.googleusercontent.com/--m_-3IUAw98/T5tNL_w8CPI/AAAAAAAAMAg/BsTM0cPOj9g/s845/IMG_20120427_132719.jpg

This phone has never been dropped and my wife takes great care when using it. Verizon will not replace it wihtout having me pay which I refuse to do (had she or I dropped it I would cough up the money in no time). I have contacted Motorola as well and was told to send it in but if the techs decide to they can charge me to fix it regardless. Customer care at Verizon said since this has never happened to another phone this is a manufacturers defect. Has anyone heard or seen this before or have any suggestions of what could have caused it or how we should continue?

 

[wckdjugallo]

And before anyone asks, no I am not lying, the phone was fine I walked away for 30 minutes and when I came back it went from perfect screen to that.

 

[jaybro0813]

I have never heard of that. I would call Verizon and speak to a supervisor, I am afraid they may not believe you

 

[wckdjugallo]

I have never heard of that. I would call Verizon and speak to a supervisor, I am afraid they may not believe you

Already been down this route with the store, store manager, and Verizon "Customer Service". I have also contacted Motorola. No one wants to take ownership of this issue. I have contacted the BBB, will be looking to contact our local newstation and a lawyer on Monday if need be.

 

[jmarrale]

Did you email from the site? I did about 5 times for the issues i was having and the president's office called ....

 

[li2327]

Do you have children? Looks like someone messed with it got scared and put it back and didn't say anything. Unfortunately I don't think any Verizon employee is going to believe that it totally shattered without being touched.

 

[panerai7]

Do you have children? Looks like someone messed with it got scared and put it back and didn't say anything. Unfortunately I don't think any Verizon employee is going to believe that it totally shattered without being touched.

+1
I thought exactly the same thing. The screen looks exactly how it should when the phone is dropped on its face on a hard surface
Time to talk to kids instead of calling BBB

 

[rbess1965]

Do you have children? Looks like someone messed with it got scared and put it back and didn't say anything. Unfortunately I don't think any Verizon employee is going to believe that it totally shattered without being touched.

+2. You mentioned cooking for the family and really bad things can happen in a 30min time span when you have kids. Your just going to have to pay the insurance deductible. If you didn't get insurance well that was a mistake. Unless there is a rash of internal combustible reports hitting the boards in the near future, your going to have a hard time getting anyone to believe that one. With that being said, when batteries go bad they can bubble up and since the maxx is a sealed battery in a sealed housing it may be possible that the battery bubble up badly and having no room to expand may have expanded towards the front. The only way to determine that is to take it apart. I wouldn't do it myself because of the warranty. I would have a Verizon tech at a store do it with me present so we both could witnesses if that could be the case. Regardless, get ins. Wish ya luck & let us know what you find.

 

[wckdjugallo]

Sorry for the long time to update. I do have a 1 year old however he was with my wife and the phone was on top of my computer desk out of his reach and I said it was in the exact same spot. I went to another verizon store on Saturday to have my wifes Incredible reactivated so she could use it until we got this issue resolved and the manager of that store was actually interested in our story and wanted to see the phone. He took it and looked the phone over surprising agreed with us and is replacing it.

I understand everyone's first thought on seeing a screen like that is to brush it off as physical damage but it was not and that was my main reason for refusing to file an insurance claim to have it replaced (being as the phone was just 4 weeks old). Thankfully the manager at a different store actually cared enough to ask us questions and want to look at the device and not just brush us off. I will be giving him compliments directly to that stores District Manager and corporate.

 

[wckdjugallo]

Also had to mention if you look you can see near the speaker on the front where a small section of the screen is missing. IF I was Verizon or Motorolla I wouldn't want to brush off something like that because if it happened to one it could happen to another and what if it happens when someone is using it? I wouldn't want to be liable for that.

As for reports of it happening I did a Google search and found some other reports of the same thing Droid Razr Maxx – Broken Screen | Relaxing-Fun, xda-developers has a thread or two with people mentioning in the same thing. I do think some of them may be defective and most people give up after 1 attempt and assume like me no one is ever going to believe their story.

 

[rbess1965]

Glad that worked out for you and that they helped you with it.

 

[mrcraft2u]

I'm surprised that no one has mentioned this yet.... But it's obvious what happened here. You have a ghost in your house and it must of had an iPhone before leaving for the afterlife.... Darn Apple fan-ghosts.... leave our Androids alone!!!!....lol!!!!

 

[Super Turtleman]

Hmm, interesting. We'll all have to keep an eye out for similar issues. Hopefully it's not a developing trend.