I bought a new Droid Razr from Verizon about 6 weeks ago. On the fourth week, I realized that the HeadPhone Jack does not work. I took the phone in the Store; the Tech at the store tested and concluded that the phone was defected, and gave me a 1(866)-Number to call for a replacement. He also told me that it was a defect phone, and Verizon will send me a new phone.
I called the 1(866)-Number last Thursday. The Tech Rep on the phone was very helpful; and said she will put in an order for a new phone for me. I got the phone yesterday, 03/23/2012. I opened the box, and realized that it was a certified used phone.
So, I called the 1(866)-Number back and met a Tech Rep, William, around 1836. I explained the situation that I just bought a new/defect phone from Verizon, 6 weeks ago, and expected a new replacement phone; but I just got a certified used phone. He told me that it is Verizon Policy and Contract Agreement that Verizon only replaces with certified used phone for replacement phone under warranty beyond the first 14 days, and assure me that it was in the contract agreement. I expressed that it was not make any sense that I paid for a new phone, and Verizon sold me a defect phone, which I did not realize the defect until the fourth weeks because I did not use the function (listening to the music) later. He insisted that it was in the contract agreement and Verizon was not going to send an new replacement phone; and he could not help me further.
I asked to speak with the supervisor, John - ID 83082. I reiterated the situation with John. John gave me a similar answer to William. Once again, John repeated to me that under the Contract Agreement, Verizon only replaced defect phone under warranty with a certified used phone. He also point out that the contract agreement was on my receipt when I purchased the phone. I told him that I honestly did not read the contract agreement (how many of us do?!). So I almost disgustedly accepted that I would have to accept this used phone even though I paid for the phone at the new price because I have signed the contract without reading it. However, out of curiosity, I asked John to help and to point out to me that section of the warranty on the contract agreement. He said sure; so we both went to Verizon Website under Customer Agreement. John said it would take him sometime to read through the agreement. I said that is fine, and I can wait. After about a half an hours waiting patiently and reading through the agreement at the same time, John told me that he could not find anything on the contract agreement indicating that Verizon only replaced defect phone under warranty with certified used phone. But John insisted that it is Verizon Policy to replace a defect phone with a certified used phone after the 14 days period. I told John the policy may be Verizon's internal policy; but it was not on the customer agreement. At this point, John switched over and said that he was confident that the first Tech Rep has informed me that she was going to send me a certified used phone not a new phone; and also advised me that if I want my existing phone to be fixed, or would like a new phone, I would have to call Motorola. I said that Verizon sold me a defect phone; so I would come back to Verizon for a replacement first; and also asked about the warranty under Verizon. John responded that Verizon's Warranty is a Certified Used Phone. Now, John said that he will dig into further such as reviewing the tape recorder of the first Tech Rep to see whether she had informed that she would send me a Certified Used Phone, and will get back to me in a couple days. At this point, we have been on the phone for 1.5 hours. I also asked John whether our conversation has been recorded. He said Yes.
I know it is a long post and thank you very much for reading it.
My Question is "do you know what is Verizon Warranty on a defect new phone? and if anyone has gotten a defect phone, what replacement phone Verizon has sent you?"
I believe that I purchased a new phone, and paid with a "New Price"; but got a defect phone, I should entitle for a new replacement not a used phone. Your thought? please.
Thank you very much for your help, time and patient.