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If you get a replacement Storm within 30 days, Verizon's policy is to replace it with a BRAND NEW Storm, not a factory refurbished model (yes there are already factory refurbished models floating around).
"Subscribers with an eligible handset experiencing an electronic malfunction or manufacturer
defect during the allotted Defective on Arrival (�DOA�) time period (the handset fails within
the first 30 days of date of purchase) may receive a new handset in exchange for the defective
handset.
After the initial 30-day DOA time period has expired, Verizon Wireless will assist the
subscriber with the manufacturer�s warranty process. However, if the equipment is defective
after the initial 30-day return period, but before expiration of the manufacturer�s one-year
warranty, the subscriber may, in Verizon Wireless� sole discretion, receive a refurbished Field
Replacement Unit (FRU) in exchange for the defective unit at no charge."
I was unfortunate enough to get a refurbished model. The letters "FRU" in the sku does not mean it's a refurbished model. A new model will come in the same packaging as your first storm with all of the accessories... a factory refurbished model will come in this packaging along with some paperwork in the Fedex box:
If your replacement comes like this, don't even bother activating it. Call up Verizon right away and demand a NEW phone.12-04-08 06:59 PM -
SH***T!
I ordered a replacement this morning. I told CS if it was a new phone and he said yes it was! He said the phone is too new to have refurbs.....
I don't know who to believe anymore. But I know one thing...if I get that box, Then i'll know its a refurb. But i can't understand how they would them, two weekd after the launch??? Can they really get those phones back that fast??12-04-08 07:37 PM - My blood pressure is going up!!I decided to call CS again, because of what is being said on this thread...and it really upsets me!I wanted to talk to a manager, fast, and I wanted to know WTF!! I told the manager about the situation and a lot of people were getting REFURBS and that we were PO!
He went on to tell me this....Just because a phone comes in a brown box, doesn't mean its a refurb!I said, "go on'. He said that depending where the phone is shipped from, meaning what warehouse, PA, Jersey, Tennesse, etc..and who has it instock, closest to your house, that will determine it. I said, "what do you mean"? He said it means that WE HAVE NO REFURBS! The phone was just launched and it takes while before refurbs get back to the warehouse. If some returns a phone, which they just don't like it, whether it be BB or verizon, that phone will stay in the store and will be sold "as new". We ONLY accept returned phones if they have a HARDWARE issue, not a SOFTWARE issue, then you will recieve a replacement, or that can be fixed through an update. If the phone has a hardware issue, he said, then the device go back to the warehouse and is sent back to RIM. RIM is responsible to fix the phone, then send it back to verizon, and then its considered a "REFURB" phone.
Now on the issue of the boxing....he said that some phones are replaced with only the phone, not the battery or cover, because there is nothing wrong with the battery or cover, so you do not need the whole kit, for example. but...if your gripe is with rebotting, battery draining, etc, they you will most likely get a whole new kit. As far as, who decides this is the warehouse. Where ever the storm comes from(warehouse), thats who decides what replacement you will get! Well, this sounds valid to me... But on another note, I asked about "FRU", he sain that is an internal sku, which means "FACTORY REPLACEMENT UNIT", NOT FACTORY REFURBISHED UNIT. Hey at this point, WTF, lets all get phones that work!
12-04-08 08:20 PM
