I go to get a new thunderbolt...defective...i get a refurb? wtf?

[MOTOX2]

Why should i get a refurb for a 600 dollar phone i paid for. Im insured with vzw and the manufacture warranty....Mine is apparently completely defective...
I went in store...he said i could get a free battery if it was defective or a refurb...

the screen is off level....the housing...
gps is 70 miles off....can't find directions
have 1x most of the time
battery drains in 2 hours
reboots constantly

They said i could get a refurb since most of these are htc's problems...Im writing htc.....this is unacceptable for 600 dollars.

 

[dpham00]

Why should i get a refurb for a 600 dollar phone i paid for. Im insured with vzw and the manufacture warranty....Mine is apparently completely defective...
I went in store...he said i could get a free battery if it was defective or a refurb...

the screen is off level....the housing...
gps is 70 miles off....can't find directions
have 1x most of the time
battery drains in 2 hours
reboots constantly

They said i could get a refurb since most of these are htc's problems...Im writing htc.....this is unacceptable for 600 dollars.

Sorry to hear about your problems,this is nornal protocol though, i am sure it is in the tos.

 

[jhowle9475]

i just got my phone replace via the warranty. the phone that showed up was brand new, but just didn't come with a new box and stuff.. if your phone had all the cover taps on it, you got a new one. Refurnbs generally don't have the protective taps on them..lol

 

[MOTOX2]

You sure? ill check the battery thing first...i get it next week....i go in tomorrow after a test for a free battery...they'll send me a warranty one...

 

[dpham00]

i just got my phone replace via the warranty. the phone that showed up was brand new, but just didn't come with a new box and stuff.. if your phone had all the cover taps on it, you got a new one. Refurnbs generally don't have the protective taps on them..lol

in the battery bay compartment, it should not have the sticker saying "pcs xx xx xx" or something like that. also, the void sticker from the factory is black. the refurb is a different color.

 

[jhowle9475]

the different color has to do witht he serial number, thunberbolt serials that start with 11 have a black sticker, 12 is green so on and so forth. it basically has to do with lot number. The PCS sticker is from the power on check they do before it leaves the warranty center. They perform this check to makes sure your not getting a deffective device. Much the same as when you get a new phone in the store, they activate it and check it for you to ensure the same.

 

[richardpandy]

If it is within your 14 day return period, they SHOULD be giving you a new one free of charge. After the 14 day period, Good luck getting a new one.

 

[MOTOX2]

Ok, i know....but then why do all the articles say you can go get a new one if you have problems with the update?

 

[dpham00]

you can get a certified like new one, not a new one.

 

[MOTOX2]

now, i went back to get a refurb...and they had an answer to all my problems, since im techy sort of but not a geek at all....all there answers were wrong. I argued for an hour but they were like oh no sir your wrong....bull...im calling verizon.

 

[INK]

Well yes that is the policy for all the carriers I believe. The only way I think getting a new phone is possible is if your 14 day window is still open.

 

[Mortiel]

now, i went back to get a refurb...and they had an answer to all my problems, since im techy sort of but not a geek at all....all there answers were wrong. I argued for an hour but they were like oh no sir your wrong....bull...im calling verizon.

Store reps are in the business of selling phones. Tech Support fixes them (or tries, at least). Not everyone, even those in Tech Support, are super tech-savvy. However, in Tech Support, we at least have the tools and power to fix or replace malfunctioning phones.

And the policy is that if you are in the 14 day return period, we replace your device with a brand new phone NIB. This is called a Defective On Arrival (DOA) replacement. If it is outside the 14 day period, we issue a Certified Like-New Replacement. I honestly would trust the latter more in *most* cases. Only a small percentage of brand new phones are checked for quality. Every like-new phone we issue is checked, although there are issues that fall through the cracks in that testing, which is why every CLNR we issue has its own DOA policy, and a 90-warranty. The DOA policy for a CLNR means that, even if you got economy 5-day shipping on your first CLNR, if it fails within 5 days you get free overnight for the next.

 

[MOTOX2]

Thanks a lot....im going to call verizon and complain though, it seems people are getting their replacements that way...but the tech reps in my store always say im lying and i just want a new one when i just want one that works. The other day he told me yes they would replace it and the next no we have answers to some of your problems and thats good enough.

 

[angel35]

The refurbs are not that great, I hear that they look at them most of the time they dont know what is wrong with them and they put back in a box and send them out. Thats what they call falling through the cracks. Refurbs are not that good