Verizon Phone Warranty - Default to Moisture Damage

[UrbanBounca]

Bad example. That example is not covered by Best Buy since it is not a warranty issue especially on a 11 year old TV. No electronics company would either. The LDI is not a warranty issue either.

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He said 11 months, which would make his example virtually identical.

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[veriztd]

Sorry for my error but I still stand by my statement. A tripped LDI is still not a warranty issue

[TC_Mits]

It is a natural suggestion, told people that for many years myself (I am in the wireless business) before I knew better. Majority of phones that get wet are powered on when it happens, doesn't affect whether they work again or not. Most phones would survive a full exposure (swimming pool, toilet, etc.) to water if they were taken apart immediately after it happens and cleaned/dried out completely to eliminate the corrosion that normally comes after.

I'm sure it's much clearer now, too, since the industry began pushing polymer hybrid hardwired batteries.

[Dust N Bones]

Also, Walt's story is interesting because, I believe, the fixed battery models like the RAZRs are treated at the factory with a moisture resistant coating.

I think Walt was actually referring to an old flip phone RAZR, not a newer Droid RAZR.

[Extraordinary]

Well, all of those are quite a stretch. IMHO, pretty ridiculous attempts to defend, the undefendable.

For example, my kid is 35 yo. So, no, he didn't pee on it, nor am I still changing this diapers.

You'll just have to accept the truth. It never was in any water, liquid or solid, or gotten otherwise wet. But the dot is a bright red. Only a fool would think that the LDI's are infallible.

Wasn't suggesting that is actually what happened, I was just stating examples from the past.

Now if one could prove that the LDI's are a bad system and show an LDI turning red without it even getting wet or exposed to moisture then I would say there is a multi billion dollar class action suit on the way.

[Kies]

I'm in Las Vegas too and I never have this problem? GSM vs CDMA? lolz

I dock my iPhon on a sounddock I keep in my bathroom and I also use my other phones in there with a bluetooth adapter, and it gets steamy in there. Still no problems..

[ShortSxit]

It's probably pretty easy to activate by accident. Say you had an old Blackberry and did a lot of battery pulls--if you happened to have a bit of sweat on your hands and you handled the battery in the right spot, you could probably set it off.

I'm not saying that's it's a full proof, 100% accurate way of telling if a phone or battery is water damaged, but I would think it's pretty tough to set off through no actions of your own.

[Hard Charger]

I'm the thread starter, thought I would update this thread.

I finally spoke with a helpful customer service rep over the phone (while ordering my wife another phone) and he suggested I email my complaint regarding the phone issue and bad customer service to the customer service department. He said someone would get back to me.

Sure enough I received a call from Verizon, which I didn't see come through, followed by an email.

Here is the email

Thank you for bringing this to my attention. I take a lot of pride in the customer service I provide, and it bugs me when a customer isn't treated right. My name's Tom, and I'm glad to reply to your email.

There are different ways to spot moisture damage, and a pink indicator may not mean the same thing on every model phone. Clearly, the store could have done a much better job of resolving your wife's issue. I've personally forwarded this feedback so we can reach out to the store to do a better job.

Is your wife without a phone at this point? We definitely want her to be with a working phone. Which number on your account is hers? I'm sorry I missed you when I called, but please know that you can reach our customer care at 800-922-0204.

I always do everything within my power to help my customers, Richard. I'm glad I could forward your feedback, and I want to resolve your phone issue. I don't want to lose your business, and I realize we need to work twice as hard going forward to win back your trust. The way I see it, you're the most important part of Verizon Wireless. I hope you have a great day!


Sounds great right? Well, the number he gave me to call was the basic customer service number, and once again I was right back where I started, for the 5TH TIME! He left no phone number or email to contact him directly, no address to send the phone to have it checked. Nothing.

Outstanding customer service from Verizon. At this point I'm just pursuing this out of principal. My next move will be to go back to the Verizon Store here in Las Vegas that had predetermined the phone was water damaged and see what they will do now once I present them with the letter.

All I really want is someone who is a professional to look at the phone and determine if it is covered under warranty. If you call Verizon Customer service and ask who that may be, they cannot tell you. It is a complete joke.

Someone mentioned above, class action lawsuit, I don't know if this qualifies, but it sure seems like Verizon has a mandate to deter their customers from turning in their phone for warranty service.

[veriztd]

I understand your frustration but I guarantee there is no conspiracy that Verizon (or any cellular carrier) wants to deter customers for filing legitimate warranty claims. The fact is that Verizon does not do any warranty service, the devices are sent to the manufacturer for that. When Verizon sends a phone in for warranty service and the manufacturer detects user damage, they charge the carrier for the cost.

[TC_Mits]

Does that same policy /procedure apply in the same way to the fixed battery "moisture-resistant" treated handsets?

[veriztd]

A "moisture-resistant" device would fall under a different category and I cannot comment on that.

[TC_Mits]

Do moisture-resistant handsets come with a liquid damage indicator?

[ShelbyDodge]

Yes. The battery door could still be not closed right and let water in.

Sent from my SCH-I800 using HowardForums

[jon341427]

I'm the thread starter, thought I would update this thread.

I finally spoke with a helpful customer service rep over the phone (while ordering my wife another phone) and he suggested I email my complaint regarding the phone issue and bad customer service to the customer service department. He said someone would get back to me.

Sure enough I received a call from Verizon, which I didn't see come through, followed by an email.

Here is the email

Thank you for bringing this to my attention. I take a lot of pride in the customer service I provide, and it bugs me when a customer isn't treated right. My name's Tom, and I'm glad to reply to your email.

There are different ways to spot moisture damage, and a pink indicator may not mean the same thing on every model phone. Clearly, the store could have done a much better job of resolving your wife's issue. I've personally forwarded this feedback so we can reach out to the store to do a better job.

Is your wife without a phone at this point? We definitely want her to be with a working phone. Which number on your account is hers? I'm sorry I missed you when I called, but please know that you can reach our customer care at 800-922-0204.

I always do everything within my power to help my customers, Richard. I'm glad I could forward your feedback, and I want to resolve your phone issue. I don't want to lose your business, and I realize we need to work twice as hard going forward to win back your trust. The way I see it, you're the most important part of Verizon Wireless. I hope you have a great day!


Sounds great right? Well, the number he gave me to call was the basic customer service number, and once again I was right back where I started, for the 5TH TIME! He left no phone number or email to contact him directly, no address to send the phone to have it checked. Nothing.

Outstanding customer service from Verizon. At this point I'm just pursuing this out of principal. My next move will be to go back to the Verizon Store here in Las Vegas that had predetermined the phone was water damaged and see what they will do now once I present them with the letter.

All I really want is someone who is a professional to look at the phone and determine if it is covered under warranty. If you call Verizon Customer service and ask who that may be, they cannot tell you. It is a complete joke.

Someone mentioned above, class action lawsuit, I don't know if this qualifies, but it sure seems like Verizon has a mandate to deter their customers from turning in their phone for warranty service.

There is a clause in the contract you sign with cell phone companies saying that customers can not start class action suits against their carrier and this has upheld in court already. Now onto your phone, if the liquid indicator is activated it does not mean you will be billed for sending in a damaged phone UNLESS ITS AN IPHONE. Once the warehouse receives the phone they must find moisture under the screen or corrosion before they bill you. With Iphones they will bill you if any moisture indicator is activated without finding any other signs.

[UrbanBounca]

I'm the thread starter, thought I would update this thread.

I finally spoke with a helpful customer service rep over the phone (while ordering my wife another phone) and he suggested I email my complaint regarding the phone issue and bad customer service to the customer service department. He said someone would get back to me.

Sure enough I received a call from Verizon, which I didn't see come through, followed by an email.

Here is the email

Thank you for bringing this to my attention. I take a lot of pride in the customer service I provide, and it bugs me when a customer isn't treated right. My name's Tom, and I'm glad to reply to your email.

There are different ways to spot moisture damage, and a pink indicator may not mean the same thing on every model phone. Clearly, the store could have done a much better job of resolving your wife's issue. I've personally forwarded this feedback so we can reach out to the store to do a better job.

Is your wife without a phone at this point? We definitely want her to be with a working phone. Which number on your account is hers? I'm sorry I missed you when I called, but please know that you can reach our customer care at 800-922-0204.

I always do everything within my power to help my customers, Richard. I'm glad I could forward your feedback, and I want to resolve your phone issue. I don't want to lose your business, and I realize we need to work twice as hard going forward to win back your trust. The way I see it, you're the most important part of Verizon Wireless. I hope you have a great day!


Sounds great right? Well, the number he gave me to call was the basic customer service number, and once again I was right back where I started, for the 5TH TIME! He left no phone number or email to contact him directly, no address to send the phone to have it checked. Nothing.

Outstanding customer service from Verizon. At this point I'm just pursuing this out of principal. My next move will be to go back to the Verizon Store here in Las Vegas that had predetermined the phone was water damaged and see what they will do now once I present them with the letter.

All I really want is someone who is a professional to look at the phone and determine if it is covered under warranty. If you call Verizon Customer service and ask who that may be, they cannot tell you. It is a complete joke.

Someone mentioned above, class action lawsuit, I don't know if this qualifies, but it sure seems like Verizon has a mandate to deter their customers from turning in their phone for warranty service.

They don't need a professional. Per the manufacturer, if the LDI is changed, the warranty is void. You're barking up the wrong tree. You should be speaking with the manufacturer.

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