Home

Share this Story

Verizon Changes Certified Like-New Replacement Program, Prepares to Charge You for Device Blemishes?

A couple of days ago, I received the screenshot you are seeing above which has a giant bullet in the middle referring to CLNR (certified like-new replacement) changes that will go live on March 31st.  I seriously thought nothing of it, and then today, a report came out with the dirty details of these CLNR changes.  Let’s just say that you not being thrilled with these changes is the understatement of the year.  

Here is a chart comparing the former CLNR policy to the new one that apparently went live today:

In the new program, you can see that you will no longer be able to walk into a store and pick up a CLNR device and instead will have to order one (hence the DFill only).  Yep, even though your phone is under warranty, you will be without a device until one has been shipped to you.  Is shipping free?  Only if you want to wait 5 days before holding a working phone in your hand again.  If you want it quicker it’ll cost you $6.99 for 2-day and $12.99 to have it the next day.  If you have Total Equipment Coverage (TEC) or an extended warranty you’ll still receive your phone in 1 day just like you always have.

Another important change is the amount of time you have to return your busted device.  5 days instead of 10.  What if you don’t make it in the 5 days?  You could be charged for the full price of the device even if the phone shows up on day 6.  You can still return it within 150 days and receive a refund.  We’re not stopping there though; this is about to get even better.

Previously, you could send in your warranty-covered phone no matter what the state of the device.  As long as something on the inside stopped working, you could trade it in even if you had a giant scratch across the screen or dust under the camera lens.  That is no longer the case.

If say, your screen were simply to stop working and you had to return your phone under warranty to get a new one, there is a chance that you will be charged $299 for your phone depending on the amount of physical damage done to the outside of it.  So even though your screen died and was 100% not your fault, you could still be charged because your battery cover is scuffed and your physical keyboard has a couple of letters missing from keys.  That’s right, unrelated physical damage could result in a fee that is determined by the warranty device processing facility.

Here is what a CLNR device must look like in order to be sent out to you:

And how you can attempt to receive a CLNR device:

Someone tell me this is just one giant April Fools’ joke?  Please?

Via:  TheDroidGuy, Gadget U

Cheers Patrick!

  • Rim3

    Got a certified like new phone for my son 5 days ago, and it stopped working. They wont replace it. I am so angry. 

  • Gray

    This gets even better: Verizon gets to decide what one phone is a comparable replacement, so they can replace a feature phone with a basic phone without comparable features. Only one choice under DFill; of course, you can complain to a supervisor, and the supervisor will then try to sell you an upgraded phone and plan, which costs you more money. Sounds like bait and switch to me and should be illegal.

  • Novsue

    I am furious with Verizon .My phone screen went blank 3 days ago.  I went to the store as I was not aware of their new policy and was told I needed to call the 1800 number for service.   I did and spoke to a very kind rep who assured me that I would receive the phone sat.  I even paid the 12.99 for overnight delivery .  I rec’d and email from verizon telling me delivery would not occur until monday after 3pm.    I called the 1800 number again was told overnight delivery does not apply to saturdays!!   Then I demanded by 12.99 credit which they gave and told them they should share this info with their reps .  They replied it was now in the hands of fed ex.    Then I asked for a free  upgrade since now I am without a phone for 6 days and they said I would not receive that until tues or wed.  There are at least 6 verizon stores I could go to locally to pick up a phone .     This is really poor customer service and I have been a very loyal customer to verizon for years.  So I am stuck.  Now I just found out the phone I will receive as a replacement will be a refurbished phone.   This is ridiculus!      

  • SamBam

    I keep getting defective “like new” phones. and im sick of it. i’ve had to get three new one in a week,

  • Roxandlaw

    I can NOT believe what I am reading. No wonder things are in the state they are in…the majority of the comments are justifying the behaviors of a company by blasting the consumer for not backing up purchase with insurance. Hence implying expected product flaw/s, like “duh why wouldn’t you….don’t buy phone if can’t pay for insurance”, like it’s a GIVEN. WHAT? Do you people not understand that in order to file a claim an agent of Verizon must agree OR to submit you phone for a replacement a Verizon agent declares your phone defective. If you can’t get past the all mighty store clerk you’re SOL. They’re very accommodating on providing you with your first replacement…then the god syndrome comes into play. WhyI don’t know.
    My replacement (refurb) came w a defective screen. Like a liquid squib worm when touched right in center, out would come and go, I hadn’t transfered all apps yet when it 1st appeared. Took to Verizon only to have agent say, “that happens when you press too hard or when you put them in environments where they get too hot.”. I replied, I haven’t had it but a couple days and haven’t treated out any differently than mute other droid x and I NEVER had this problem before. I still have this defective phone. AND I HAVE INSURANCE !!! .As we all know detective screens on touch screens means we have desensitized areas. How fun is this.
    I don’t think support for the company is appropriate when defective merchandise is the topic and insurance is for/in the event of an accident, whether it be getting caught out in rain, walking dog on trail dropping phone in mud puddle, lost or stolen. Not defects . Now, w a refurbished phone (which when I asked both motorola and verizon if my replacement was a refurb, they responded they didn’t know…when I googled invoice info-it came up w refurb) in my possession, I have no idea what it has been refurbished from.
    How about we expect quality merchandise, professional service, from a company who holds the number one spot in the market and quit making petty excuses for dissatisfied customers who DO have a leg to stand on. Consumers need to stop pecking each other, stop tying each others hands behind their backs and demand the companies stand behind their products.

  • I don’t know what happened to good customer service, but we just need to hope nothing happens to our phones. We can only thank those who took real advantage of Verizon to cause these changes.

  • Guest

    To everyone who is freaking out about “dust under tha screen or camera lens”: please note that above the CLNR device shown, it says “CLNR device must look like in order to be sent out to you:” IN OTHER WORDS: the laundry list of requirements are what a Certified Like New Replacement must meet in order to be SENT OUT TO A CUSTOMER, not what the customer’s phone needs to look like. It specifically says that customers will be charged for devices sent in with “obvious damage”. Obvious damage are things like cracks in the casing or screen and other deep damage to the device. a scuff or scratch will not result in a charge.

  • I still don’t understand how if I buy a brand new phone and it brakes/malfunctions through no fault of mine and it is under warranty why they hell the think replacing it with a second hand phone is acceptable. They sold you a faulty product and now you are stuck with someone else’s dirty shit

  • Jamericandondada

    well it appears a great deal of people may have a problem, but you can’t go into T-mobile AT&T or Sprint to have your phones replaced atleast Verizon offered in-store replacements. If it makes business since to remove the CLNR program from the stores then so be it get over it and stop crying………what did you do before there was mobile phones.

  • Bob345

    Just buy an iphone and deal with the great customer service that Apple has 😉

  • Bob345

    Just buy an iphone and deal with the great customer service that Apple has 😉

  • Anonymous

    thats outrageous! whats the point of paying subsidized prices if they are just gonna charge u the difference whenever u send ur phone back in?!?!

  • Anonymous

    As long as this offsets the money they would lose in the long run from changing unlimited data to capped I’m happy.

  • Richard

    Dang!!! I just switched from MOTO to HTC because of what MOTO will be trying to do… Now I will have to switch to att and sprint when they merge…

  • the program has been changed by Verizon by this you dont have to go to the service center but simply pick up a CLNR device and instead will have to order one.

    • project.in.process

      what?

  • 1,2 Verizon wants you at there door 3,4 Purchase your phone at a 2 year contract price or pay more 5,6 if it breaks 2 months in to your contract try to get it fixed 7,8 WTF its too late you signed a 2 year contract and have to pay for a warranty replacement or pay full retail!!!! That or pay the damn termination fees 🙂

  • Anonymous

    Much to do about nothing really. I think Best Buy has a better warranty program, so I choose to do business with them. Why would anyone want a refurbished pos anyway?

  • Welcome to Verizon Wireless how can we screw you today!

  • Mjhzero

    I guarantee this is real folks.

    My wife’s replacement Eris has been failing. She called on Tuesday and got the run around. We just spent 3 hours with support this evening to get a replacement of the replacement and I could not get the rep to say True or False about any of the changes OR that when she sent back her phone and they found a scratch on the casing my Verizon account would not be charged 299.00. He said the changes were in place today the 31st.

    Suck it Verizon…suck it long and suck it hard.

  • Tonyj 20

    I still have asurion I think Im still ok

  • Anonymous

    Very simple analogy for you pro vzw arguers. If my Honda blows the engine in the first year, will I be charges the full replacement cost of the car because I have a crack in my windshield and a tear in my seats????

    When VZW truly relieves a bricked device, they send it to the manufacturer and they receive a new device. However, they sell the new device to someone else. You get a used device.

    Translation: same 2011 honda blows a motor. Instead of replacing the car or motor, you can go pick another one off the used lot! They will then fix your honda and sell it to some other schmuck.

  • Anonymous

    They can charge me for something I didn’t do, don’t mean I’m gonna pay. They send me a device with the tiniest imperfection, it’s going back. New or refurb……..This is the new wave of how to piss the customer off.

  • Barlog

    If this is true were do I go to complain or petition this crap?

  • Vasquez Tim

    My question is where did this info on the condition of the device come from? There is no Verizon brand on it, and from my experience with warranty, I was told that in the warehouses, they aren’t spending too much time looking at the condition of the phones. I friend of mine happens to work in the department this article is all about. His explanation was that these are a general guideline. If you have dust, I highly doubt you are going to get dinged. If you’re missing buttons, hell, should have taken better care…

  • Djenks24

    Seems like they are following in AT&T’s footsteps. If AT&T’s buyout goes thru and their service improves there will be no reason to continue to be a loyal customer. Maybe Sprint will not be 3rd for long.

  • NyCrAzY

    I just ordered a replacement over the phone for my Droid X.

    The rep said I wont receive it until the 8th of April. I was like wtf and asking why so late because I already get overnight.

    The rep told me they stopped using FedEx and switched to USPS..

    SO GAY!! 🙁

    • NyCrAzY

      *always get

    • Anonymous

      USPS LOL!!! at least now they can ship to PO Boxes then haha… nice one!

  • Just a VZW Customer

    The VZW Department of Truth is strong with these p0asts.

  • Unacceptable. As soon as Verizon got that fruit phone they went to hell. Guess I’ll just get a phone on craigslist to be used if I need to replace my phone and it has a scratch from where I put in the battery.

  • Mikeboodoo

    I can’t believe what I’m reading. Is this some kind of joke? There are people who treat their phones as if it was their only child (myself included) and there will always be some kind of scuff mark somewhere or dust under the lens.
    I have a case on my X and somehow this isn’t enough to protect it in my empty pocket.

  • Raising the BS flag. This won’t happen. Evil April Fools joke is my guess

  • Anonymous

    I just purchased my first phone from Best Buy and no longer will purchase from Verizon. I also have my insurance coverage through them. They are so highly profitable that they shouldn’t have to this stuff to us.

  • Destin246

    I got a replacement before this came into effect and my old one has scrtches on it does this mean I will have to pay 299? I have not sent the device back yet since the ten days are not up im sending it tomorrow..

    • lol, i’m in the same boat as you. Kind of curious now….

  • V941726

    Have you all seen the prices of the extended warranty? After a year, you could go buy a new phone!

  • mysticalmalissa

    What I was just told by vzw was…if you drop your phone in the pool and have dont have all the Total Equipment Coverage, you pay the $299. IF you have the total package of insurance and drop it in the pool, you pay the $99 deductable and get free overnight shipping of the new phone.

    My problem with this is I just got the TB and cant get the Total Equipment Coverage untill april 17th. They have some glitch that wont be fixed untill then :/

  • V941726

    F’ing Verizon is a piece [email protected] co. I hope the Justice Dept. investigates them

  • CaptainHowdy13

    All I know is Sprint has been looking better and better lately, especially with NEXUS S coming out “soon”

  • Jack

    “So even though your screen died and was 100% not your fault, you could still be charged because your battery cover is scuffed and your physical keyboard has a couple of letters missing from keys.”

    This is because they don’t actually refurbish them. I’ve said this before when I went through four replacement Droids… they send them right back out to another customer hoping the new customer won’t notice the same problem that caused you to send the one you had back.

    If it’s scratched up and stuff they might actually have to refurbish it, which isn’t what they had planned on.

    One of my replacement Droids came with a sheet that indicated the status of each test they had performed when it was returned by the previous customer. They checked that it could make a call and get a data connection. That was about it. Bluetooth, Wifi, Camera, GPS, etc, are NOT checked during the “refurbishing” process.

  • I wish this was an April Fool’s joke but I had a Verizon rep at a store tell me all of this about a week ago. I guess they are kind of forcing people to get insurance now…

  • The whole cosmetics standard is ridiculous, pretty much they can charge you for anything that isn’t up brand new factory standards. This is going to be interesting to see how the customers respond to this.

  • Mike

    Why are they pointing out cosmetic flaws in the battery compartment underneath where the battery goes?! I don’t even remember what my battery looks like, much less what’s under it.

  • Cali E

    customers abused the fru and clnr program and used it as an excuse to treat their equipment like crap and be cheap and not buy anything to protect their phones and just assume that verizon will pick up the tab for them over and over and over again. the company was losing millions and they finally wised up and said no more. alot of noobs now using smartphones will load a bunch of stupid apps and tear up their phones and then come and demand that it be exchanged. Have you ever had an xbox 360? have you ever had to go through the warranty woes of dealing with microsoft? its terrible if you havent had a chance to experience it. this process weeds out the people that have been abusing this system for so long and makes these things available for the people that actually need it. verizon is a fortune 500 company and cares very much about its customers. more than all of you on the other side even could even imagine, but this whole warranty exchange thing got way out of hand and has stunted growth, caused a unimaginable amount of unnessisary time wasted on helping customers in store for things that the customer could do on their own. If you had any idea of the percentage of phones that were swapped out that had NO ISSUES you would litterally crap yourself. I have been a loyal reader of this site for sometime and very much appreciate it. over time I have realized that Tim isn’t a developer and is not the most experienced when it comes to cell phone technology. But thats cool man, thats really cool that you spend so much time doing this and you have enlightened a lot of people to the true potential and i thank you for that. but the fashion in which you have posted this is just so ignorent that it makes me really angry. how dare you bash Verizon for something you obviously do not understand. This will be the last time I ever visit this website and i hope all the other vzw employees that read this will feel the same. I know that I will probably get some crazy hate mail for this, but thats fine. i dont care. Tim if you are just gunna post ignorant opinions like this then I guess i will find another website to check cause this is B.S. man

    • JimmyK

      It’s clear that you work or have working knowledge of Verizon Wireless policies.

      I agree with much of what you said. Customers who treat their phone like toilet paper wiping their ass come into a VZW demanding a phone be replaced with a new one (I DON’T WANT NO STINKING REFURB!) because their audio went out. Far enough, that the audio is warrantable issue. However, because the phone that THEY CAN’T LIVE WITHOUT was treated by them like garbage, they voided their warranty.

      Why if something is so important to you would you treat it so poorly? Do you return a tv to Best Buy that has buttons missing and a crack through the screen and expect a full refund because the audio quit working? The agreement is you take care of your device, and if your device fails, VZW will take care of you.

      They are as much of a scumbag greedy company as any other, but let’s keep the criticism leveled here. A fruitless endeavor on the internet, for sure.

      • Cali E

        thank you jimmy, u are right. i work for verizon and have for almost 5 years now and have worked in cellular for almost 7 years. yes verizon is a money hungry company but if i could pass my understanding to all of you, you all would see that verizon actually cares about their customers more than any other cell phone company by a long shot. and u used the same example that i do. take ur laptop and drop it on the ground a few times and take it to best buy or wherever you bought it from and ask for a warranty exchange. lol

  • No, this is without the insurance plan. You have MORE protections with insurance. Although I believe they did just lower the monthly by a dollar and raised the deductible by $5.

  • LeeInMKE

    TEC FTW!

  • Pardon my French… but FUQ this. I’m cancelling my TEC insurance right now stat.

    Or is there a guarantee that the $7/mo I’m paying is going to negate all of this BS?

  • Lets just all overthrow Verizon and make Kellex the new president of it.

  • really? It’s not? Interesting that I have the full screen shot with the employees name and all. So clearly you are attempting to misrepresent facts. I obviously, due to protecting the employee, did not include the full screen shot.

  • Jroc869

    i was sad leaving vzw for sprint cus i knew id miss the coverage. it hasnt been as bad as i thought it would be. Im glad i left vzw. they are slowly but surely starting to revert back to the dickish ways they used to be known for. I really hope the att-tmo deal doesnt go through because things would get worse for everyone.

  • Anonymous

    In all honesty, I can’t complain too much. I’ve had Verizon swap out my DROID two times one of which was my fault. I got free two day shipping and they paid for return shipping.

    Oh, and I didn’t even buy my phone through Verizon. I bought it through Best Buy and I had no type of warranty whatsoever. Considering how if you get a TEC warranty most of this doesn’t apply (still get overnight shipping, cosmetic stuff doesn’t seem to matter) I don’t have too much of a problem with it.

    But if Verizon keeps up with these slow, incremental changes to screw the customer, they will be hurting once contracts are up. Although with the iPhone, they probably don’t care.

  • Erie215

    Hey can someone answer me a question….is any of this contract breaking???/ I really want out please help

  • Stephen D

    If VZ keeps this shit up, I’m switching carriers, probably to Sprint. This is bull. It’s like they’re trying to drive customers away.

  • Anonymous

    So basically just get the insurance like i have for 5.18 a month? and your fine…

  • tpipher

    Sounds like I will just start paying for the phone retail (ebay) then I wont have a contract that they can screw me with! Pay upfront and they have NO LEVERAGE on you at all then. Would NEVER go to ATT no matter what, but if both ATT and Verizon get to big for there britches Sprint just might get the shot they are hoping for!

  • chrispy1024

    People, you are all panicking for no reason! The simple solution to this is GET INSURANCE, as of right now there is open enrollment so get on it!

  • chrispy1024

    People, you are all panicking for no reason! The simple solution to this is GET INSURANCE, as of right now there is open enrollment so get on it!

  • chrispy1024

    People, you are all panicking for no reason! The simple solution to this is GET INSURANCE, as of right now there is open enrollment so get on it!

  • Mjhzoom

    This is all farked up.

  • Mjhzoom

    This is all farked up.

  • Mjhzoom

    This is all farked up.

  • Anonymous

    The only issue I’m interested in is this dust under lens thing. I assume this means camera lens. Never heard of dust under the camera lens on Droid or Droid 2. I can see that sort of thing happening on a phone with a back cover that has an integrated camera lens. But in that case it would be easy to remove the dust.

    Honestly I don’t think this is a huge deal unless you abuse your phone. Verizon has the right to protect themselves from people who would abuse their system by claiming a defective phone after they dropped their phone and got a scratch on it.

  • Anonymous

    Is this just with the insurance plan?

  • might as well file insurance claim. i have been through 4 droid x’s, 2 warranty “like New” replacements i had to send back because they had screen defects, if they are going to charge me they must get better QC on their certified devices..

  • Ken

    Verizon is becoming AT&T with all these little changes that are in total becoming large changes..

  • Anonymous

    It was only a matter of time before it changed… everytime I was about to sell my current phone and go to a new device I would go to VZW.. say my phone keeps freezing/restarting about 2-3 times a day, sporadically of course , I’ve reformated 5 times, two of those times I ran it stock without any syncing or apps to make sure it wasn’t an app, and it always eventually freezes again.. throw in I can’t use the VZW service I am paying for because of this… works everytime, they send you a brand new looking phone, then u can sell it and mark it as brand new almost

    I’ve been waiting for this day for 7 years

    and I know.. it is absolutely people like me.. but I justify it with their ridiculous price gouging, locking my device I pay $2300 + $250 a year for and making more money by forcing bloatware on it

  • Nutpn

    I just dont see it happening long,someone will get a lawyer because he paid for his phone and they want to charge him for a blemish,come on thats a great class action just waiting to happen,if they go forward, I give it a year and its gone or a lot of people will leave along with their business and a class action,,,as a Lawyer, this is a suit just begging to start.

  • Anonymous

    Translation:

    Dear Loyal VZW Customer,

    It’s been a while since we pissed you off. We hope this makes up for our slump. Please feel free to visit one of our stores and buy an overpriced case. Also, don’t forget to pay your bill on time, you schmuck!

    FU,
    VZW

  • Anonymous

    Translation:

    Dear Loyal VZW Customer,

    It’s been a while since we pissed you off. We hope this makes up for our slump. Please feel free to visit one of our stores and buy an overpriced case. Also, don’t forget to pay your bill on time, you schmuck!

    FU,
    VZW

    • tjhrulz

      Add and while you are buying an overpriced case we will tell you you need to install lookout and advanced task killer. Service rep was annoying me so much the other day telling me how I needed those, clearly he didn’t notice I was running Liberty.

  • i call bullshit, if not im switching to shitty att

  • Friggin Lasers

    The CLNR Cosmetic Standards are for the device they SEND YOU.

  • Anonymous

    Might be worth checking out SquareTrade’s Android protection. $99 for two years. Looks pretty good at 1st glance but I haven’t read all the fine print.
    http://www.squaretrade.com/pages/android-landing1

    Not trying to troll or anything just putting an alternate for ppl to look at.

    • Bprokosz

      Got squaretrade for my TV…easily the cheapest and best warrantees….plus they sent me a 30% off coupon for my next warrantee purchase. Nothing they give you is “refurbished” either, all brand new.

    • Bprokosz

      Got squaretrade for my TV…easily the cheapest and best warrantees….plus they sent me a 30% off coupon for my next warrantee purchase. Nothing they give you is “refurbished” either, all brand new.

    • Anonymous

      I might do that on my next phone. The catch is how long will you go w/out a phone while they work on it.

  • they can charge $299 for a missing PORT COVER now? insane.

  • LivinFree

    If this is the case why the hell even buy a device on a 2 yr contract anymore. something goes wrong and you get some picky prick looking for a warranty claim you may end up spending more on the dam thing then if you just bought direct from the mfg at full retail. Mind you and in doing so you still have warranty threw them if there is a defect without all this BS.

    Glad I don’t buy threw VZW anymore and just pay retail seeing as I don’t want to be in contract anyways but dam this is a load of crap. They keep this crap up tho I should just look elsewhere I think. Every time we turn around they are out to screw there customers.

  • just call phone manufactures for warranty replacements and you lose all these charges and these waiting fees

    i called motorola last month about my messed up battery door for my droid x and they sent out a replacement in 2 days unlike verizon where i waited in line for 20 mins, had to wait 7 days to get my battery door only to find out its the wrong one(they sent the droid 2 one), plus i was charged $5.00 for it(i would have gotten my money back ether way but why should i front $5.00 when it isnt my fault)

    if there is something motorola does right, its customer service and thats for sure

    • MK17

      Does this work for a phone thats already a CLNR? Will they do the whole phone? I turned in my original OG for a replacement when the headphone jack stopped working. Now, on the new one the 1 button works intermitently and Verizon won’t do anything because its one year after my original purchase of the phone…

  • Dave

    That’s why I bought my phone at Best Buy with their Geek Squad Black Tie Protection and canceled my insurance from Verizon.. GSBTP covers accidental damage with no deductibles! You pay a little more for it, but really worth it. I pay $9.99 a month.

    • Yeah. But it doesn’t cover Lost/Stolen and you have to wait on average 3 weeks to get a replacement. Had it up until last month when Verizon let me get Asurion again.

  • Anonymous

    My original Droid had specs of ‘something’ under the glass. When I went into the store they blew air into the ear piece and said most of the time that fixes the issue. In my case it didn’t so I asked to have it replaced and they did which wasn’t easy. I want to mention at some point I dropped the phone on my desk and there was a slight scuff on the corner. Not really noticeable even in the store they didn’t see it. Could this drop have caused the specs under the screen? Maybe – reason I am posting this is maybe Verizon is having people walk in with really bad cosmetically damaged phones and the owner says, “hey my screen isn’t working I want a new one.” Could the cracked battery cover and scratched sides be the reason for the screen not working? Don’t know? But in any case maybe they are trying to cut back their losses. I agree -Verizon is scum. I also agree, get the protection plan for your phone. If I dropped my Thunderbolt I would DIE! I cradle it like an infant LOL. Just some thoughts…….

  • Bigdav1178

    Maybe this is why they just had an open enrollment for people that didn’t already have their phones covered with extended plans – nobody would want to pay extra for the service after the new rules go in effect. Heck, if you have any blem on your device, your better off buying a used device off ebay.

  • Elliotthj91

    I have gone through 2 replacement phones in the last week since they keep sending me faulty replacements and i about guarantee you if this policy was in place i would have had to pay at least one 299 charge for them sending me bad replacement phones

  • Glad I’m off Verizon. While they offer a great network their policies have gotten out of control. AT&T and Verizon are trying to monopolize the entire telecom industry. Its Ma Bell all over again. 🙁

  • Yet another reason I’m switching to Sprint ASAP.

    • Anonymous

      I think I’m going to jump ship also. Just waiting to see how that AT&T/T-MO plays out. Although that could take over a year. Maybe Google will swoop in & buy it out from AT&T’s nose.

      • This (except the Google buying Tmo part) is exactly my thoughts. I’d be fine with either TMO or Sprint, but not ATT, so I’m hoping to get an indication of whether the TMO deal goes through or not in the next few months.

        • Anonymous

          The LG G2x got me looking at T-MO & my friend just switched from Sprint to them & said the coverage was remarkably better.

  • Mike

    honestly if my phone broke i would ratehr report it stolen if i thought they were going to charge some ridiculous amount like that. Unless i’m understanding it wrong, you are telling me if have my phone in my pocket and lets say someone throws something at me, hits my phone in my pocket and shatters the screen, sure i get a new phone over nighted but when i send it back i have to pay $299 bucks…only so they can replace the parts for pennies and resell it….

    MEH

    • DontpanicKellex

      why would you send the phone back to Verizon if your screen is broken? this is for WARRANTY claims…that would be insurance. Your stating your screen broke so thats a warranty issue? and no your right if you send the phone back to Verizon with a broken screen and try to claim it was warranty than yes you will be charged…..

    • DontpanicKellex

      why would you send the phone back to Verizon if your screen is broken? this is for WARRANTY claims…that would be insurance. Your stating your screen broke so thats a warranty issue? and no your right if you send the phone back to Verizon with a broken screen and try to claim it was warranty than yes you will be charged…..

    • PSU_DI

      “Certified Like New Replacements” are supposed to be used for customers that have phones that have a manufacture defect. So if the screen is defective yes VZW should be able to replace that phone under warranty. Unfortunately this policy has been used and abused by the employees @ VZW and their customers. You can not imagine how many times some people will “claim” that something is wrong and then play dumb to the reason why it stopped working even they know full well its their fault. With the old policy it was easy just walk in to the store tell them that you don’t know what happened and they will give you a new one if it wasn’t water damaged thats about all a rep would check for. Now it looks as if VZW is cracking down on this process. I do think that their standards are too strict and hopefully this will loosened up a bit.

      Now If you break your phone, you better hope you have insurance and just pay the $90.00 deductible for your phone because it does look like the days of easy replacements have passed us by.

      Man I hope this is a cruel April Fools Joke.

    • DontpanicKellex

      why would you send your phone back to Verizon for a warranty claim when your screen is broken? so yes you are understanding it wrong..

  • Jbrookshire13

    I call bs. Reading through that at one point it days your ports must be free of lent, corrosion and in working condition. Well what if he reason for he replacement is the port doesn’t work? Kinda sounds fishy to me. Also if that launched today should be easy to verify with customer support.

    • Anonymous

      I hate when my ports have lent. Especially when I try to put meat in them on fridays.

      😉 kidding

  • Dan Mazz

    When will they determine if it will cost you the $299? What if I don’t think the damage is worthy of costing $299 and I get the new one, send back the old one and some douche at Verizon thinks there is damage and now I’m charged $299? If that’s the case I would just want the old one back, I wouldn’t want to be charged the fee.

  • Doc

    Damn, Droid Doesn’t!

    • Anonymous

      More like Verizon does.(screw its customers) Has nothing to do w/ Droid.

  • Mec6250

    makes a good argument for a screen protector and a good case from the start

  • Its fair if the phone’s malfunction that made it inoperable if its not caused by the user.

  • Hey Kellex,

    Have you gotten in touch with Verizon to clarify the stuff you’re saying? I doubt that they would charge you for normal wear and tear.

  • Hey Kellex,

    Have you gotten in touch with Verizon to clarify the stuff you’re saying? I doubt that they would charge you for normal wear and tear.

  • Hey Kellex,

    Have you gotten in touch with Verizon to clarify the stuff you’re saying? I doubt that they would charge you for normal wear and tear.

  • Ted

    like all phone providers. scumbags!

  • Ted

    like all phone providers. scumbags!

  • sparty569

    wow…can VZW put it to us any harder?

    • Anonymous

      Yes they can…. guess I better hope my new $600 phone never fails… or it could cost me half that for a POS replacement!

    • Anonymous

      Yes they can…. guess I better hope my new $600 phone never fails… or it could cost me half that for a POS replacement!

    • Anonymous

      Yes they can…. guess I better hope my new $600 phone never fails… or it could cost me half that for a POS replacement!

  • holy shit

  • Verizon just want to stick it to their customers that made them number one. Why to bite the hand that feeds

  • Rob

    Dust/lint under the lense? Uhm… so what… we can’t put phones in our pockets unless manufacturers vacuum seal the lens?

  • Rob

    Dust/lint under the lense? Uhm… so what… we can’t put phones in our pockets unless manufacturers vacuum seal the lens?

    • Anonymous

      You got it.

      • Rizzidy

        Kellex supports malware.

        • Anonymous

          I <3 malware.

          • Rizzidy

            Clearly. You will no longer be receiving any tips from me.

            It is shameful that you would support the creation of malicious software on the Android platform. Android doesn’t have the best name in the biz for security and you are doing NOTHING to help that by promoting this crap.

        • Anonymous

          Rizzidy supports pirating apps.

          • Anonymous

            You got that txt from him/walk & txt too. He’s so cheap

          • Anonymous

            You got that txt from him/walk & txt too. He’s so cheap

        • Anonymous

          Rizzidy supports pirating apps.

  • DontpanicKellex

    Kellex you are starting a fire with some of your statements. You also get free overnight if you have the $1.99 extended warranty. Also if its not there by the 6th day you still have time. Nothing gets charged untiol after 30 days. Dont start making people panic over some changes.

  • DontpanicKellex

    Kellex you are starting a fire with some of your statements. You also get free overnight if you have the $1.99 extended warranty. Also if its not there by the 6th day you still have time. Nothing gets charged untiol after 30 days. Dont start making people panic over some changes.

    • Anonymous

      Some? I’d say there are 8 major changes on one sheet.

      • DontpanicKellex

        so its fair for Verizon to accept phones with cracked screens and water damage?? and when people say” oh there is no damage to my phone” and they still replace it and dont charge people back…i guess it was ok then right? dont destroy your phone, get a screen protector and you will be fine. dont freak out….

        • Anonymous

          So if a phone has dust under the camera lens and screen, both of which are almost expected to happen and practically uncontrollable, a customer gets penalized?

          I totally agree that if your device looks like hell because you’ve been treating it like hell, that handing you a replacement is a little bit of a stretch, but you can’t penalize people for everyday wear-n-tear which is what this sounds like.

          And if a case is your recommendation, then they better start handing them out for free.

          • dontpanickellex

            Seems like Verizon can never do anything right….they give you great service…people complain its too expensive…..you rooted your phone, bricked it, then called for a replacement, they dont charge you….people complain shipping was too slow. face it, If your phone has normal wear and tear and they dont replace it then no one would get thier phone replaced and verizon would have no customers and tons of lawsuits. this is just another measure to stop people from abusing the system. quit looking at this like verizon is trying to get over on you and look at it to stop those getting over on them. and i said screen protector not case….

          • Anonymous

            The changes here appear to be completely unreasonable and extreme. If you read the requirements in order to clear through without being charged, they list out normal wear and tear on a device. These, at least on paper, do not appear to be put in place just to cover those that are taking advantage of the system at all. These affect everyone.

            A your screen protector won’t stop any of these from happening.

          • heres an easy solution
            DONT CALL VERIZON FOR A WARRANTY REPLACEMENT IF YOU WORRY ABOUT THESE OUTRAGEOUS CHARGES
            call the phone manufactures and furthermore CLNR Cosmetic Standards is for the phone they send YOU, you have it backwards kellex

          • Apostrafee

            no he doesnt, if he has it backwards then if THEY send you a clnr with a scratch in the screen they are going to charge YOU $300???? think before you type

          • Anonymous

            Hah classic.

          • Friggin Lasers

            That CLNR Cosmetic Standards screen shot is NOT from the CLNR Policy changes information. It’s from another document detailing the standards and condition of the device that Verizon sends to YOU. I’ve reviewed all of the training documents regarding the CLNR Policy changes, this document isn’t a part of them. Really….

          • Friggin Lasers

            This is the start of the doc that the Cosmetics Policy posted up there:

            To ensure Verizon Wireless customers are provided only the highest quality replacement devices our Certified Like- New Replacement units go through the following repair and refurbishment process and must pass a 100+ point quality check in 10 key categories.

            That Screen shot up there is from #10 Cosmetic Condition

          • Whoever

            Is the Lasers in your title a reference to Lupe’s latest album? If not disregard, otherwise, well played.

          • Anonymous

            I think that the employees will still have the final decision, I don’t think that if you have a couple of minor scuffs they will be charging you 299. I think they are more trying to stop people from returning devices that look like they have been completely trashed so they can get a new looking device. Not every rule is completely enforced.

          • Ken

            I agree that the employee will have the final say. I had a Droid that was hosed after I dropped it in water. When I took it in, the employee said that there was no sign of water damage so he would replace it. It just so happened that my phone was past the 1 year warranty and I didn’t have extended coverage, so it didn’t work out. I ended up with a Droid X.

          • Ken

            I agree that the employee will have the final say. I had a Droid that was hosed after I dropped it in water. When I took it in, the employee said that there was no sign of water damage so he would replace it. It just so happened that my phone was past the 1 year warranty and I didn’t have extended coverage, so it didn’t work out. I ended up with a Droid X.

          • Anonymous

            Grey areas can be pretty scary. Hopefully Verizon ads “I’m the nicest guy ever” to their employment check list. 😛

          • The “employees” that make this decision are not the techs. It is at the warehouse. You will not find out until the next billing cycle or even the following billing cycle. If they make the decision that it’s damaged that’s the final word. There is no recourse.

          • Mikeboodoo

            Not true. I was told they will send you a picture of the “damages” they found and you are allowed to dispute it.

          • if you look at the above under Damaged Device Returned Fee it says specifically – “No, fee cannot be reversed.”

          • Mikeboodoo

            Not true. I was told they will send you a picture of the “damages” they found and you are allowed to dispute it.

          • Ward

            Chiming in here, I was googling this matter because I was screwed by Verizon yesterday. My phone stopped working. Just plain stopped. Freezes on the Verizon screen, so it’s useless. I took it in yesterday and they informed me that because I have (a very small and barely noticable) ding on one of the corners of the device, my warrantee was voided and I would just have to buy a new phone. They refused to replace it due to one small scuff. So, yes. They are absolutely screwing people over.

          • i’ll register later, promise

            “and i said screen protector not case….”

            umm..i thought ‘DontpanicKellex’ said that….so…you’re the same person?
            if so; use one account and handout/receive your lashings properly.

          • DontpanicKellex

            lol

          • Badtj

            BUSTED!! I read that too

          • How the hell am I supposed to keep dust/lint out of the camera lens? Isn’t that the manufacturers job?! Its not like I TRIED to put it in there, this POS phone doens’t keep it out.

          • Anonymous

            Can you please post your VZN employee number so we can let your manager know the good job you are doing trying con the public this is a GOOD THING?

          • catalyst

            You sound like you work for Verizon, I’m sorry but this plan sounds ridiculous

          • catalyst

            You sound like you work for Verizon, I’m sorry but this plan sounds ridiculous

          • Androidguy15

            Kellex, the person that sent this to you put two pages together, that blue bar underneath the pictures of the CLNR devices is a good and obvious indication. The pictures are only referencing the CLNR devices that VZW sends to the consumer. The ONLY way you will get the chargeback is if your device has damage to it that would void the manufacture warranty, like a cracked screen or water damage. The dust under the camera lens that you continuously reference is not going to get you to receive the charge because that does not affect the manufacture warranty. Do some research before you start causing people to panic!

          • Ward

            They refused to replace my EnV3 because I had a very small ding in the corner. They said this was warrantee voiding damage.

          • Daniel Archibald33

            they should be providing otter box cases. those are like 40-80 dollars

          • Johnnybleg

            ur not charged for dust under the camera lens by the way and if u dont like the verizon service and complain about everything then take ur complaints to another carrier because they will double. and no they shouldnt give u a case ur cheap ass should buy one

        • I don’t think anyone is arguing that a cracked screen or water damage is outrageous. BUT a 5mm scratch under the battery and chipped paint (which if you remember was a problem with a number of Nexus Ones) and you are charged $299. That’s unreasonable.

          • Androidguy15

            Like I said before, the pictures of devices above are references of scratches on a device that are acceptable on a CLNR that VZW is going to send you, not what they check for in reference to being charged the 299. A scratch on the device will not cause you to be charged

          • Oh, then my source did not explain quite right.

            There is still the issue of 5mm being a cut off and counting as one “defect” – it IS STATED as 5mm in the docs. That is beyond belief. 2 incredibly minor marks should not constitute damage.

          • Androidguy15

            that document explaining two defects is ONLY for CLNR devices that VZW sends YOU. The pictures your reference sent you is part of a document that explain the cosmetic checks for outbound CLNR devices, those requirements listed have absolutely NOTHING to do with the 299 fee. You could have a on a Droid x that goes from the top of the device to the bottom, you could have three of them, since this does not void your manufacture warranty, you WILL NOT be charged.

          • Androidguy15

            you could have a scratch on a Droid X**

          • Well, in the above documents I think it is fairly clear when they call it the Damaged Device Returned Fee that it is, in fact, going against the customer. Their device.

          • Androidguy15

            yes there is a fee for damaged devices. The last portion of kellex’s article with the pictures of the CLNRS is a separate document that has nothing to with damaged devices that are sent to vzw. The top two are about devices they receive back from a consumer. I’m sure I’m better versed on this subject since I will be one of the people inspecting the returned phones. So just to make sure you unstand this time around, the first two screen shots were indeed about the damaged device return fee, the last screen shot is about the clnr check list that us used to determine if a device meets the requirements to be sent to a consumer for warranty replacement. THIS THIRD SCREEN SHOT IS NOT USED TO DETERMINE A FEE.

          • Androidguy15

            Look closer.the third screen shot us photo shopped. Underneath the final picture if you follow it all the way to the right you’ll see the normal windows dock right where the clock would be.. two separate documents like I’ve said all along.

      • DontpanicKellex

        so its fair for Verizon to accept phones with cracked screens and water damage?? and when people say” oh there is no damage to my phone” and they still replace it and dont charge people back…i guess it was ok then right? dont destroy your phone, get a screen protector and you will be fine. dont freak out….

    • ASDF

      What you stated above is the least important part of the article. There is still the fact that they will charge you more than you paid for your original device if they made a defective phone, but one time it accidentally slipped out of your hand and scratched the screen. I would say this is a pretty big deal that you are downplaying sir.

      • Yeah Dude

        actually, if your phone is messed up $299 as opposed to full retail isnt a bad thing…..

        • Anon1

          All I took away from this is if you have the TEC/Asurion insurance which, if not mistaken, has went down in premium but up in deductible then this is a non issue. All these issues they highlight look to be for 90 day warranty and manufacturer defects. I think ppl are yelling smoke but there is no fire.

          • DontpanicKellex

            exactly….

          • Dbzster

            Don’t act like that’s the point you were making. You’re trying to latch on to someone that’s making an argument thats backing you up.

            This is bad news. What if you can’t afford the total equipment or any form of insurance VZW wants to give your phone? There is a lot more “nickel and dime the customers” sentiment going around and that’s a travesty

          • Dbzster

            Don’t act like that’s the point you were making. You’re trying to latch on to someone that’s making an argument thats backing you up.

            This is bad news. What if you can’t afford the total equipment or any form of insurance VZW wants to give your phone? There is a lot more “nickel and dime the customers” sentiment going around and that’s a travesty

          • Lovedr81

            If you can’t afford insurance then don’t buy the damn phone. The lesson here is buy within your budget.

          • Anonymous

            There is also the golden rule to live by with insurance, if you can’t afford to replace, then have insurance on it

          • Dbzster

            Don’t act like that’s the point you were making. You’re trying to latch on to someone that’s making an argument thats backing you up.

            This is bad news. What if you can’t afford the total equipment or any form of insurance VZW wants to give your phone? There is a lot more “nickel and dime the customers” sentiment going around and that’s a travesty

          • Smithds815

            oh no this is not smoke and no fire…. this happened to me.  I returned the phone, there was no physical defect but the screen was blank.  Everything else in working order.  I received a CLNR and a text advising they rcvd the phone back.  Next month I was charged $299 rep sd wait until next mnth just prob has not been credited.  Next month charge still there.. spoke with rep and he sd phone was damaged big crack in the face.  I xplnd there was no crack when I sealed the box he said i can send you pix of the box and the phone showing the box is not damaged.  I asked WHY would I send you a damaged phone when I could send it to Assurion for $75?????  Long story short, Would NOT credit my acct even if I paid the $75 said there is nothing they can do.  I know the face was not cracked… Rep offered to send pix – I don’t need pix i know it wasnt cracked.  He asked did you take pictures b4 you sent it back I would have!  I advised I didn’t think I would need to.  So don’t comment on what you DON’T know because this is a fire!

        • Anonymous

          It is still more than we paid for the phone to being with. $99 more. And we still have the contract obligations although we will have to pay damn near full retail for the phone.

          • Jawshua

            These statements are amazing…. I smell Verizon spies posting in here. Anytime they change something and take away a right you had before, well no amount of so called justification is going to make it sound any better. The glass is not half full, it’s becoming more and more empty with each step Verizon takes backwards.

        • Anonymous

          It is still more than we paid for the phone to being with. $99 more. And we still have the contract obligations although we will have to pay damn near full retail for the phone.

        • Dodgesityballer

          299 for a LIKE NEW phone is! And if I was gonna pay that much I’d buy a thunderbolt off a friend who I’m sure would sell there’s for 299 since I’m sure they didn’t buy the phone outright and have a new phone in 2 to 5 minutes. Im a fast negotiator lol

      • Don’t over react

        Verizon doesn’t make the phones. If you are unhappy with the option they have in place to replace your defective phone you could always go to the manufacturer and wait 4 to 6 weeks for your original device to be repaired and sent back to you.

      • urjustirresponsibleandcheap

        what you paid for the phone doesnt matter. what matters is verizonwireless does not make the phone, and they do not make the warranty, and ACCIDENTS are what insurance is for regradless of what it cost. customers need to stop being so careless/cheap/ whatever and get a case, screen protector AND insurance. instead of thinking verizonwireless is trying to get over, think about protecting your phone.

      • Johnnybleg13

        yeah well if ur that worried about it then just get insurance and pay the deductible everytime instead of taking the free replacement they offer u. and yes u will pay more than what u paid upfront for the phone because verizon pays full retail for phones which is average about $450. take into consideration the difficuties of running such a large company and the innocent people that work there that have to put up with cold hearted and ungrateful people like u on a daily basis

    • Animated

      agree on some levels.
      with my warranty claims previously, i was spose to send the phone back within 10 days but i didnt. So i was spose to get charged 599$ but i didnt. It wasnt until after about 60+days when they finally charged me for the phone. ultimately though, as long as i returned the phone within 3mos (or was it 4?) i would get the 599$ refunded.

      ofcourse make sure you call in and verify that before going over your return window. & feel free to express that it takes more than 5days to have the time to figure our how to back up everything on ur phone to transfer everything over to the new one. they’ll ofcourse tell you google backs everything up for you, but pls go ahead and tell them otherwise. b/c it doesnt back up app data, 3rd party apps, sms/call history, phone settings, and most of the time, even ur GContacts end up restoring pretty weird with duplicate info.

    • Rshutson

      WRONG, my daughter just got a new verizon phone and signed a new 2 year contract, it died in 5 days, won’t dial, anything. They will not give her a new phone, she bought the SO CALLED insurance when she got the phone, they will exchange it for a REFURBISHED phone. What a rip off! She can buy the phone on Ebay for less than what she paid, I’m trying to get her out of the contract and we all are switching to another carrier.

    • No

      I have Total Equipment Coverage and they still wanted to charge me $6.99 for 2-Day shipping. I got the “like-new” phone today, and it is continuously power-cycling an hour after I activated it. They said they can send me another refurb, but what good will that do? It will more than likely screw up within a day, or a week. Not to mention the fact that it took me 4 months to get a charge taken off my account for a phone I returned 7 months ago. Verizon is just as bad as all the other cell phone companies however. The only thing they had going for them was better coverage, and now they don’t even have that. But what can you do?

  • Anonymous

    And… Verizon just lost my respect. Dumbasses.

  • Anonymous

    And… Verizon just lost my respect. Dumbasses.

  • Anonymous

    Thanks a lot, Verizon.

  • Anonymous

    Thanks a lot, Verizon.

  • Anonymous

    Really, Your???

  • Anonymous

    Really, Your???

    • hmmm Sprint is lookin’ damn good right now

      • A Chad Morris

        I smell BS and a lawsuit rolled in one if this true?!!

        • Apostrafee

          its true and real but i dont feel there will be as much doom and gloom as we think. you can pretty much get anything you want out of verizon if you push it far enough