Called Verizon about my 128GB 6+ Space Gray...got a tracking number?!?
After all the various, conflicting reports detailed in my other thread, I figured I'd make one more call to Verizon's consumer sales line (800-256-4646) just now and see if they could give me the status. Much to my surprise (and disbelief), they said my 128GB 6+ Space Gray was shipping out and will arrive Friday, 9/19. I asked for a tracking number, and very much to my surprise they gave me one. And even more to my surprise, it was real, and showed up on FedEx's site.
I'm still a little hesitant to actually believe this. My credit card has not been charged (or authorized), and I asked the customer service rep on the phone about this and they said this was entered as a 'future ship' and it will probably get billed soon. The online order status tracker still says 'Expected Ship Date: Not available at this time.'
My disbelief stems a bit from 5 separate phone calls, all telling me something from this grab-bag of responses:
The 9/19 date was a mistake
The 9/19 date was just an estimate and it would actually ship 10/14 due to the high demand
The order will definitely arrive 9/19
The order will most definitely arrive 10/7
The order was scheduled to arrive 9/19, the date got changed to 10/14, but it was escalated to get corrected to 9/19
The order will definitely arrive 9/19, and I'll get text confirming that. The text message contained an order number with the wrong number of digits and was not searchable via the order status tool.
I also received a Twitter response from @vzwsupport indicating that it will definitely arrive 9/19, and a direct message on here indicating that the Twitter message was wrong and the order would definitely arrive on 10/7.
I'm not quite sure why Verizon can't seem to get their customer service reps on the same page the past three days. They would have far fewer angry customers if they would all give them the same, reliable answer, one way or the other, about the current status of their phone. But as it stands, even with a tracking number in hand, I'm still hesitant to actually believe them. If you're currently waiting on a 6+ 128GB that was confirmed in the email to arrive 9/19, give them a call and see if you actually get a tracking number as well. My tracking number ends in 2777, post the last four digits of your number to make sure they aren't just handing out the same number to get me to stop calling
Just kidding. They're not open right now.
I did, however, get onto chat and this is the (expected) response:
"Ok it looks like it is still processing. if you do not get an email later on today, Please contact Customer Services at 1-800-922-0204. They're open 6am to 11pm EST, and they will be able to look into that to see why it is taking a bit."
So a different phone number, for reference.
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Similar Messages
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Called Verizon about no shipping email
Extremely nice rep but sadly no information to give me. Said it would arrive by the 10th and doesn't see a tracking number yet. I ordered at 2:50am in Boston waaaaah
I'm going to sell my iMac and MacBook and buy a year supply of chocolate fudge and booze and just be depressed lolOrdered mine at 2:55am EST and still no freaking tracking number, I'm getting pretty irritated that I stayed up so late for nothing. First come first served my **bleep**, my friend ordered his phone a few minutes after me and got his tracking number 5 hours ago. {word filter avoidance}
Verizon...?
Just got off the phone with a rep who said he can't do anything for me, and that they aren't supposed to ship until the 10th. Several other reps I talked to today said that because my card was charged Thurs afternoon it should have already shipped and that I should get the confirmation email soon, but nothing...
Waiting for a call back from a supervisor. Probably going to be the last pre-order to get his phone (ordered one for my wife too), and was one of the first thousand or so to order.
Did anyone here who ordered the phone only with no accessories get a tracking number? I'm starting to wonder if they are shipping accessories now and the phone later or something. This definitely makes no sense, I should have a tracking number by now. Yes, I tried calling *611, tried the FedEx tracking trick, tried the order status page, etc.
I wouldn't care if everyone was getting their phone on the 10th, because that's what I expected when I purchased. But when people who ordered 5-10 hours into the release are getting tracking numbers it seems like something is wrong. -
MY IPAD AIR WI-FI 16GB SPACE GRAY GOT STOLEN BUT I ONLY HAVE A SERIAL NUMBER IN THE BOX,HOW CAN I LOCK IT OR FOUND IT PLEASE?
If you turned on Settings > iCloud > Find My iPad before it was stolen you can use the steps under "If Find My iPhone is enabled on your missing device" in the following link: If your iPhone, iPad, user iPod touch is lost or stolen - Apple Support
If you had not turned on Find My iPad before it was lost, there isn't a way to locate it. There are some suggestions in the "If Find My iPhone isn't enabled" section near the bottom regarding changing passwords and other steps. -
i ordered my iphone 6 plus space gray 128g on 10/20/2014. i was then given a 11/7 ship date. called on 11/6 to confirm as i received no update emails. verizon said everything was fine then got an email a few hours later saying they were out of supply and gave me a 11/21 ship date. guess what, i called again on the 19th and 20th to confirm and verizon said i was all set. oh yea got another email later saying 12/12 ship date!!! Is anyone accountable at verizon? will i ever really get my phone? i've seen people on this forum order later than me and get their phone quicker
I looked in the My Orders section of my Verizon account this morning (12/22), My SG iPhone 6+ 1228GB is now listed under my Recent Orders and my card was charged yesterday, So I am thinking it will ship Monday morning. This is how the process went for my wife's S 64GB 6+ two weeks ago. This is an interesting turn of events since I was also one to receive the email on Thursday about it being pushed back to 12/12 I'll keep you all posted.
Also I ordered 10/13. -
My iphone 6 the micorphone has stoppped working unless I speak loudly right into it and its still not clear during calls and voice memos. But it works just fine for Siri and text dictation. I use the earbuds for work so not sure how long its been going on. Only change is I updated to iOS 8.1.3. Not sure if I should exchange my phone or if its a software glitch since the same mic seems to work for some things and not others. Any ideas would be apreciated.
iPhone 6
Space Gray
64GB
VerizonTry to reset the phone by holding the sleep and home button for about 10sec, until the Apple logo comes back again. You will not lose any data by resetting, but it can cure some glitches.
If this does not help, setting it up as new device would be the next step:
How to erase your iOS device and then set it up as a new device or restore it from backups -
IPad Air 128GB Verizon in Space Gray?
I am looking to purchase the iPad Air with WiFi and Cellular 128GB model in Space Grey for Verizon. When perusing the BestBuy.com site, there is no listing for this model. There is one for the Silver color. When I specify Verizon products, there is a listing for the 128GB model in Silver for AT&T (SKU: 8884204). On the webpage for this model, the Verizon logo is there (although the title still says AT&T) and states "also available in Silver." Is this an error? For the 128GB Silver AT&T model, the SKU is 8884268.
Yes, I know how much it sucks when the items we really want aren't availiable. I have been following the various tech news sites and it just seems like there is a shortage all around for the cellular high capacity iPads. Not sure why it lists the space gray version as silver though.
One solution might be getting a non-cellular iPad but getting a mobile broadband so you can still use it anywhere. Right now there are some specials going for those devices where you can get the mobile broadband free. And you can use it for multible devices not just the iPad.
I work for Best Buy as a mobile sales associate but all my comments, posts and opinions are my own and do not in anyway reflect Best Buy. -
I ordered an iphone 6 plus 64 gig space gray on 9/19/14. I still have not gotten any information on the ship date. Please help verizon!!!
urdea123,
You called and help has arrived. Congrats on the new phone. The iPhone 6 Plus 64GB space gray device is shipping on 11/7. You can always check your order here http://vz.to/1qKj0Rx
RobinD_VZW
Follow us on twitter @VZWSupport -
I've had a lot of issues getting a reliable status out of Verizon. See the previous posts here and here. Needless to say, I'm fed up. Finally, after being told that my phone would definitely arrive on 9/19, my card was actually charged on 9/17. That seemed promising. The order status updated to the typical "Processing, check back tomorrow" message. The order actually appeared when I logged into my Verizon account for the first time. So I waited all day and when I woke up on 9/18...the status did actually change. The status changed to "Ship by 10/7". I about lost it.
I got Verizon on the phone, the first time via the Internet Orders phone number. The guy basically told me that they didn't have a tracking number and that their system had a lot of issues and due to the overwhelming demand they had to delay some of the orders. I tried to get more info and see if there was any chance I would get my order 9/19, and was told "No, that's just the way it is". So I tried calling 611, talked to another CSR. They told me pretty much the same thing and that I would be stuck waiting. I was livid. But at that point, I was done. Done calling, done posting, I just resigned myself to the fact I would be waiting weeks to get my order and that I would be switching my carrier at some point due to the total lack of knowledgeable customer service.
I checked the status again on a whim, around 6pm EST. It actually changed again...this time the "Ship by 10/7" date went away, and it changed to "Shipped", with a UPS tracking number. The tracking number was actually a link that pointed to FedEx (seriously, they can't get anything right). I looked up the number on UPS's site and found out it was shipping from Memphis, TN via UPS Next Day Air Saver, and it listed my correct delivery city (I was hesitant to believe it, because I've been given a FedEx number before by a CSR that was bogus and shipping to another state). The package says it will be delivered 9/19 by 3pm, and has moved from Memphis, TN to Louisville, KY.
I'm hopeful I'll actually get my phone tomorrow, and not a gift-wrapped pile of...something...in a Verizon box. I wouldn't put it past Verizon to find a way to screw this up still, but this is the most promising things have looked thus far. To all those checking the order status every day for the next couple weeks...the best advice I have is just don't believe it. At all. I've had dates showing 9/19, 10/14, 10/7. I had CSR's guarantee delivery on a date, and others telling me I'd be waiting weeks and there was nothing they could do. I've had a response via Twitter saying I would definitely receive my order on 9/19 and a DM on this forum telling me the Twitter user was wrong. I had the date change after the card was charged. I've had a fake order number sent to me from an actual Verizon number via a text just to get me off the phone. I've been given a FedEx tracking number for someone else's order to get me off the phone. I've had the absolute worst customer service experience I've ever had in my life. Before this, I thought Verizon was the best carrier out there, and this destroyed all confidence that anyone working there in customer service has a clue about what's going on behind the scenes.
So yes...Verizon..."I understand how exciting this can be." Just not in a way that reflects positively on you.I've got more conflicting responses to add to the list:
Via Twitter from @vzwsupport:"Great news Matt. Your pre-order is ordered correctly & is scheduled to ship 9/19 via FedEx. No other info is until it ships. ^VC"
Via direct message on these forums from @saraho_vzw:"Thank you very much for getting back to me. I know it's exciting to be waiting for this phone and I'm sure you want to know exactly when to expect it. I must apologize because the email date that you received in that confirmation is incorrect and this was due to some system issues we were having at the time these orders were placed. I am seeing the correct delivery date for your order is 10/7, and I'm so sorry for the confusion and delay. -Sarah"
Upon replying to @saraho_vzw and asking why the response from @vzwsupport conflicted with her response:"If I received both of those dates I'd be confused too! 10/7 is the correct date. I'm fortunate enough to work right alongside ^VC and she was not aware of the issues going on with our system at the time the order was placed. I've made her aware of this so others are not misinformed. -Sarah"
So if the last message is correct, I'm not going to have my phone until 10/7, and Verizon's entire checkout process and confirmation emails completely misrepresented the actual date I will receive my phone. I've asked them to re-mediate the issue but I'm not confident they will meet their original agreed upon delivery dates whatsoever. This is absolutely horrible customer service. Advertising a deliver by date of 9/19 prevented me from going elsewhere to get my order fulfilled. And no...it's not 'exciting to be waiting for this phone'. It's frustrating. We had an agreement when I placed the order and Verizon is failing to meet the agreed upon terms without any explanation other than 'issues' in their system, and claiming they have no control to escalate the order and correct the ship date. I'm done. -
Hello . I'd like to buy an iPhone 5S Space Gray 64GB and get free shipping from the USA to Russa but the problem is I don't know about wireless service plan . What should I choose for Russian wirelesses ? Does T-Mobile work in Russia ? Please , help me
Sorry , but product is iPhone 5SYou can't buy from the Apple store online in the US because it is country specific and you firstly need a US credit card and then a US address and they won't ship outside of the US so you can't.
No Apple online store will ship outside the coutry.
If you want an iPhone, then you'll have to order via the Russian Apple store online if there is one, or you'll have to wait until it is released in your own country or go and buy one in Europe. -
I ordered my iPhone 6 plus 128GB space grey on 9/26/14 and my status hasn't changed from in process yet.
Awesome, DeckNobets! Waiting is never easy! As
h00t mentioned, you'll be able to see a change from Processing once the phone officially ships, then you'll see the tracking number. Since you've received a confirmation email that your order was submitted, any additional information throughout the fulfillment process will be sent to that same email address. Congrats on your new iPhone Plus!
TanishaS1_VZW
Follow us on Twitter@VZWSupport -
How can I change my iphone order from Gold to Space gray?
Ok, I am in Taiwan and ordered a gold iphone 6+ but I have had a change of heart and would like to switch it too Space Gray.. I ordered it from the Taiwan apple store online. I can see my order on the US page and the Taiwan page.. but for the life of me I can find no way to alter the color of my order.. I can't find the correct person or department to message about changing.. It is like a big freaking circle. It tells me I can change but then there is no where to send a message.. It is driving me crazy.. I don't want to cancel and resubmit my order.. I would call the apple store here but can't speak Chinese well enough to get my point across.. Does anyone know if there is a way to contact Apple to change my order.. I can not, for the life of me, find out how to change my order online..
Any help is appreciated.. ThanksSounds as if you have thoroughly investigated your available options...
Try > Store Group - Contact Us - Apple Support
This 'looks like iTunes but is actually All Stores
CCC -
I have taken the privilege of reposting several comments about the droid Razrs MANUFACTURE DEFECT!!!!!! I have highlighted what I felt where key points in each statement. I hope and entice any one with a similar problem to post your story so Verizon will see this is a "KNOWN PROBLEM"... My questions to Verizon are, when does it become a known problem? What does the consumer have to do to convince you, that we are not all liars.. and Is it impossible to think the producer can make a mistake?
Ms.H says:
May 2, 2012 at 5:16 pm
I have had my phone less then a month and now there is a crack running vertically between two points of contact, starting at the exact point where my thumb grips on the left side across to the point where my pinky grips on the right side. I made a phone call last night, set my phone down and out of nowhere a crack appeared on the phone. I have been researching the problem and found out it is much more common than not. Verizon will not do any thing to help and I am not willing spend $100 on an insurance claim for what I believe to be a manufacture defect. They need to take ownership! This is a Known problem!
I am currently fighting to prove my phone had a manufacture defect. I am sending it in to motorola accompanied by my own testimony also with links and statements of other people I found online with the similar problem. I have also contacted Corning asking them if their is any truth behind the articles I read, stating that due to the cutting process of the glass it automatically has microscopic fractures on the edges which are prone to crack with pressure on the sides. (Which ultimately would be a manufacture issue!) They should respond within 24 hrs. They will either tell me yes there is truth, They cannot comment, or they might not respond. But I thought it was worth a try, especially to have certified documentation when confronting Motorola who claims to have never heard of this problem… As they tried to tell me today! This is a very frustrating situation and I am tired of Verizon and Motorola always passing the blame onto the consumer. One of Motorola’s sales pitches “THIN NO LONGER MEANS FRAGILE” if thats the case back it up!
Posted on Mar 20, 2012
I had some happy news about 3 weeks ago, when I finally gave up on my Droid X and got a Droid Razr Maxx. I love the phone and the battery life. It actually lasted all day which is awesome considering how much juice smartphones need to stay smart. I sent the old X into the Best Buy shop to be discombobulated and returned. I had my new Razr Maxx for about 2 weeks when the unthinkable happened. A mysterious screen breakage.
I don’t believe most people when it seems obvious they are lying, but after having this happen to me, I now believe most people when they say they don’t know how their smart phone screen broke. These things must be fragile, so it is user beware regarding breaking the Razr Maxx screens. My story is as follows:
Checked the phone for messages/emails before leaving for work. Chilly morning. Go to work. Get out of vehicle. Phone rings while walking to work, and when I get it out it the screen is smashed and broken. I sent it to Motorola and they won’t cover it. They sent it back. It’s a shame the Gorilla Glass more resembles candy glass. I thought I was going to have a long lasting affair with the Razr Maxx and then this happened. If you have had something similar happen, please leave a comment here and hopefully we can prove a trend of the screens failing without abnormal wear and tear.
Lucky for me I have the insurance again on this phone and my Droid X is back and functioning properly while I deal with this new ***. Anyone that gets a smart phone without the insurance is a fool. These things can’t even last through being removed from a pocket.
If you try to send it in to get fixed, please reference this post so they know that this isn’t an isolated incident.
PS – the comments problem is now fixed, so fire away.
60 Responses to “Droid Razr Maxx – Broken Screen”
1.
Andrew Carpenter says:
March 22, 2012 at 3:08 am
I just had a similar situation happen to me!! I have had the Razor Maxx no more then three days…when I noticed this afternoon my screen was cracked!! Not only is the screen cracked, it’s cracked in four areas!! Now, I’m a person who takes extra special care of my phone not to drop it or be rough with it & I get all necessary protective accessories with my smart phone investment. My phone is so new, I am still waiting for the protective accessories to come in the mail!! All I know is my phone was in my car in a GPS holder, I drop off some of my clothes to the dry cleaners & low & behold while driving back I notice my screen is cracked in multiple areas!! Iwent to Verizon to argue my case that I didn’t do anything abnormal to cause the screen to be cracked. They said their was nothing they could do!! I was planning to call Motorola tomorrow, but after reading this post that may be futile. I just can’t believe that this “Kevlar Gorilla Glass” cracked like peanut brittle!! Of course I have insurance on this phone & I can file an insurance claim & get another phone, but I believe I shouldn’t have to pay for something that I didn’t cause!! I really think their has to be some sort of defect with the glass for this phone…
2.
Johnny Z says:
March 22, 2012 at 9:05 am
Our only hope is that everyone with this problem leaves a message here and we can take it to Motorola as proof that their phone is defective and it isn’t abuse that caused the screens to crack.
Sending the phone back to Motorola will just cause you to be without it for over a week.
3.
Andrew says:
March 23, 2012 at 11:04 am
I just switched from X2 to Droid Razr yesterday. Today was my first day carrying it. Had it in my back pocket while walking on the production floor. Apparently bending down was too much flex for it. Didn’t notice it until just now. So mine lasted approximately 3 hours before breaking. Sucks since I really like the Razr. I don’t want to go back to 3G, but at least my X2 was robust.
4.
Johnny Z says:
March 23, 2012 at 12:53 pm
@ Andrew
That really stinks man. Hope you have the insurance. And really, if a phone can’t handle being in a pocket what good is it? I do really like the phone, but hate it’s brittle nature and can’t recommend it unless they fix that aspect of it and take care of customers that are getting hosed like us.
5.
Steve K says:
March 24, 2012 at 12:51 pm
Just received a droid Maxx yesterday and one large crack from top right down the entire screen to the bottom in less than 24 hours. It is my sons. Not exactly sure what happened but he said it wasn’t dropped or anything. He had the original droid for over 2 years w/o any issues. All my other 5 droids never had trouble, droid 1, droid 2 global and droid 3′s.
6.
Johnny Z says:
March 24, 2012 at 9:49 pm
I’m getting one person a day leaving comments about similar situations here. But of course, it couldn’t be Motorola that is wrong here, it has to be the lying customer base abusing their faultless equipment.
7.
Alindner says:
March 26, 2012 at 9:39 am
I had my Maxx for barely a month, most of which was it still in its box as i hadn’t transitioned over to it. I’m not sure if the “Cracks” in my phone are the same as all of you sound like its a visible crack. Mine i noticed is when the phone has light coming through from the back (such as when the flashlight app is on) i see a cluster of cracks in the top left corner and then additional cracks/marks throughout the screen. I went to verizon and they tried to tell me that its the type of screen that it is and the they had seen it before….which is crap since there is no logic to that and my brother has a maxx as well without this issue…sounds more like bad manufacturing.
8.
Andrew says:
March 27, 2012 at 1:25 pm
Update on my phone – turns out it is the actual video screen that is cracked, not the gorilla glass. So you can’t feel any of the cracks, but the screen still doesn’t work. The phone is still functioning, but there is no way to interface with it. Since mine is purchased through my corporate account, it may be replaced at no cost. However, if so, I imagine that will not be the norm.
9.
Alanna says:
March 28, 2012 at 1:31 pm
Ive had my Razr Maxx for a month. I have the Otterbox protector on it. It just dropped on the ground and the entire face is shattered. ugh. I just switched from the Droid 2. I dropped that sucker almost every day and the screen NEVER cracked.
10.
Chris says:
March 28, 2012 at 9:43 pm
I have had my Maxx for exactly two months to the day when I was sitting eating lunch when my phone fell off of my lap onto the floor. I pick it up to find a hair line crack on my screen which no longer functions. (I had a screen protector and a phone case on my phone while this had occurred) Luckily I had insurance. I have called Motorolla and got nowhere and the best reccomendation that Verizon could give me was to call Asurion. My previous phone was a Motorolla Devour which is ancient. I’ve had it for roughly 4 years and dropped countless times. I don’t understand how the screen on a 4+ year old phone is alot tougher/better than the supposed “upgraded” glass screen.
11.
Larry says:
March 29, 2012 at 5:36 am
Mine cracked and went blank yesterday (3/21/12) for no apparent reason other than having it in my pocket. Thought this was supposed to be a tough phone. Don’t have the insurance since I am not rough with my phones and over 15 years have never damaged a phone. Guess I’m screwed.
12.
Gary says:
March 29, 2012 at 3:08 pm
Ok. Add me to the list. Got the Razr Maxx for my son and the screen lasted 4 DAYS! Now it has a nice crack across the middle. No abuse. I know for certain he does baby his phone and really loved this one. Now he’s heart-broken. Whole family has various Motorola Droids. None have had any problems. 4 days? Didn’t get the insurance since never really needed it before. To say I’m angry is an understatement.13.
kim says:
March 29, 2012 at 5:25 pm
I too am having the same problem. I have had my new droid razor maxx for only 13 days. I woke up this morning, turned my phone on and saw multiple cracks all over the glass screen. I did not drop it, sit on it or hit it on anything. I went to Verizon wherein they told me I must have done something to cause the cracking of the phone and that all I could do is file an insurance claim (which I have) and pay MORE money on top of the $300 already paid for another replacement phone. I would be more than happy to do that if it was in fact MY fault but it wasn’t. I take care of my personal items and seeing that it isn’t even 2 weeks old I do not feel it is right to make me shell out even more money for an obvious manufacturer’s defect. I have contacted Motorola about their gorilla glass and can only hope that they will rectify this issue. I have been a loyal customer of Verizon and find it very disheartening that they would not fix or replace the phone at no cost to me. I had the original droid for over 2 years with absolutely no problems. Clearly, there is a problem with the manufacture of this phone if so many of us are finding ourselves on this website writing about the same issue.
14.
Johnny Z says:
March 29, 2012 at 10:31 pm
If you guys get anywhere with Motorola regarding the broken screen issue please let us know. Until then, I suppose we can continue to stockpile similar happenings here and then try to move forward as a group. Power in numbers, and thanks for sharing everyone.
15.
kirk says:
April 1, 2012 at 2:24 pm
Ive had the razr maxx for six weeks. While using the phone, i ended a call. Pressed the homepage button and the glass shattered in my hand . The phone has never been dropped, impacted by anything or otherwise misused or handled roughly or improperly. Ive taken the phone to 3 different Verizon stores and got the same replies that ive aeen written here. I also contacted Motorola and got a very unwelcome runaround. I sent them an email today demanding contact information for the president of Motorola. I have insurance and have filed a claim only to be told by Asurion they have no razr maxx’s in stock and i will have to wait. This has been a circus! I have insurance in case of accidental damage. This was not accidental damge, its a manufacturer defect in the glass. I was treated so poorly by Verizon and Motorola that i will now not let this go. Why should i have to pay an insurance deductible six weeks after i bought an already expensive phone because of a manufacturer flaw? When i get my new phone i will be happy to send this phone to someone who can forensically identify what ive told motorola and verizon. The glass shattered through NORMAL use.
16.
Cath says:
April 2, 2012 at 8:20 pm
Got my Razr Maxx 6 weeks ago. Dropped it yesterday and the screen shattered. I don’t have insurance as I have never damaged a phone before. My prior phones have all survived my 8 year old as well. Seems really questionable that this product is so delicate. I got no where with the store in when questioning the quality of this phone.
17.
Jordan S says:
April 2, 2012 at 9:39 pm
Same story. I baby my Maxx and have never dropped it. I was driving and set my phone on the passenger seat (it did not move). I get home, put it in my pocket and go inside. Take it out a few minutes later and the LCD screen had cracked (not the glass) near the SIM card slot. Only thing I can think of is I put some pressure on it when I put it in my pocket but nothing more than what I’d consider normal. If you didn’t get the insurance Verizon just did open enrollment on their website for anyone who still wants it. I don’t know if it ended yet.
18.
Jimmy says:
April 3, 2012 at 1:33 am
I have had my maxx for 6 weeks. I protected it with an otter box case, but only to be disappointed when it feel from my work desk on to CARPET and shattered my screen. Called Motorola got nothing accomplished they really don’t care about their customers. And Asurion has been trying to get me to down grade it seems like to me this phone was put on a pedelstal for its greatness when it was cheaply made not great screen wise. Never had this problem before with any my other droids smartphones. I am highly disappointed, and very angry. I really hope the problem with this phone reach the right source to escalate it so that something can be done about it.
19.
Clancy says:
April 3, 2012 at 4:02 pm
Got my razr maxx. dropped it ONCE on carpet and it shattered the entire screen. major cracks everywhere. spend 300 bucks plus now repair because i didn’t get insurance. unbelievable. I feel you all.
20.
Adam Stanner says:
April 4, 2012 at 12:34 pm
I had the same thing happen to me. I have the original Droid Razr. I have had it for a little over 3 months. It was sitting on my kitchen counter when I noticed a crack in it. It has NEVER been dropped. There is a small parabolic crack right over the SD/SIM card door that can be felt, and another from the top edge of the SD/SIM card door across the face that cannot be felt. Everything still works though. It seems to me that the SD card door is the weakest part of the frame and the phone probably flexed there slightly cracking the glass. I guess gorilla glass and kevlar don’t mean a thing. I otherwise love the phone but if it can’t stand up to VERY gentle handling I don’t know what to do. I do know that my next phone will NOT be a Motorola/Google debacle. I am all about open source and the Android OS but the OS doesn’t really matter if the hardware can’t stand up to LIGHT everyday use. It is a shame when my last phone, yes up until a few months ago, was the original Razr flip phone. That thing was awesome. I have carried an Apple iPod around without a case for two years and it has not a single scratch on it. Guess my next phone will be an Apple iPhone 5 LTE or whatever name they decide to give it.
21.
Janet says:
April 4, 2012 at 6:40 pm
I have had my Razr MAXX for almost two months now. I put Pandora on jumped in the shower, got out of the shower to discover my screen was cracked from the inside. Phone is now completly useless. I also called Verizon who claims they have NEVER heard of this issue…Even though it happenend to my brother in laws phone the day before. He was within his 14 day window so his was replaced. I now have to go through insurance claim..kicker line is they want me to take a down grade as well…they say they dont have a phone to replace it with. Why do i pay insurance then? Dealing with Motorola as well, but they are acting the same way as Verizon. I was upset to pay my deductable after all the money I already paid, but my thing is, are we gonna have to pay 99.00$ every two months?
I seen on another blog that whats happening is the phone gets hot from NORMAL useage…due to the size of the Razr and MAXX the battery swells and creates pressure causing the screen to …yup you guessed it CRACK…so irritating.
22.
Johnny Z says:
April 4, 2012 at 9:08 pm
@ janet
That is interesting. The phone battery expands when hot and it has nowhere to expand to…??? I wonder if not having any way to remove the battery without tearing it apart makes that happen more…
23.
Dave says:
April 5, 2012 at 12:03 pm
Dropped my RAZR MAXX last night at home. It hit my soft shoe and the carpet. When I picked up the internal screen was cracked/smashed in multiple places. In the first week or two I had it, I had actually dropped it in a parking lot. A little nick on the corner, but fine. When I drop it on something soft, the screen shatters. The external gorilla glass is fine, but internally it looks like somebody beat it on a rock. Definitely an issue.
24.
Charlie says:
April 5, 2012 at 12:52 pm
Had my phone 2 hours, never dropped. Screen cracked on inside. Verizon store says physical damage cannot replace. Are they kidding me? Had it in pocket so I must of sat on it is what the guy said. I’m at store right now writing this from a display phone, I’m so fikg ****** . Had my Motorola x for years never had a problem. Don’t buy this phone, obvious corporate Motorola rushed this phone to public.
25.
Chris says:
April 5, 2012 at 2:50 pm
Had phone 5 days, nothing happened to it. Finished a call, put phone on counter and screen cracked. Verizon says can’t replace and have to pay insurance deductible because it’s damage not a defective product. Motorola says 5-7 business days after they send a label (up to a few weeks without a phone??) to determine IF it was defective or damaged. Then defective phones are repaired–”we don’t exchange products” What a racket!
26.
Jerry says:
April 7, 2012 at 4:17 pm
I had my phone 1 week and I dropped in from about 2 feet and the screen was shattered in 2 places. Very cheaply made screen for sure.
I have dropped many other phones with no problems
27.
James says:
April 8, 2012 at 11:04 pm
wow, guess Im not the only one,huh. I was so loving this droid for three days, but I dropped it. I could have dropped a drinking glass 1.7′ to the dirt would not have broke,, this thing shattered, done, completely over. Didn’t get insurance,,lol dam.
Didn’t get insurance because had last two droids til contract ran out got free upgrade, thats two year per phone without a scratch this max looks like I taped a few firecrackers onto screen and blew it up. Maybe they need to design a replacement we can just snap a new one on ourselves for 10 too 20 bucks and we all would be mo happy:)
28.
Mike says:
April 9, 2012 at 8:12 am
Yesterday, I got a phone call at an irritating time and kinda smacked my phone with my fingers and it slightly cracked something inside. The screen is blank and won’t come on. I can’t believe I broke it with the tips of my fingers.
29.
Aaron says:
April 9, 2012 at 9:15 am
Mine is already broken but if someone had a video of it charging every time they might catch it breaking on its own. Publish that and save us all.
I never dropped my Maxx and does not show a single scuff, I believe the screen broke from internal pressure from a hot li-po battery.
30.
Jeff says:
April 9, 2012 at 8:11 pm
I had my phone for four days. It fell out of my pocket while having lunch. No crack then. Had a long phone call later that night, when I was done there was a crack in the glass. Verizon wouldn’t do anything.
31.
Todd says:
April 10, 2012 at 10:27 pm
My son had this phone 6 weeks dropped it the glass shattered. Luckily we had insurance on the phone, got a replacement less than a week ago, dropped it on the carpet tonight and the glass shattered. Called Verizon and they said they have had no prior complaints of glass breakage. The Gorilla glass obviously isn’t what they say it is! Just a piece of JUNK!!!! Don’t waste your money!!!!!!!
32.
Chris Jacobs says:
April 11, 2012 at 2:19 am
Had my maxx for about two Weeks, woke up today to a cracked screen. About five min ago as I was holding it on Facebook I heard and felt it crack again! I haven’t dropped or banged it around at all.
33.
miriah overbey says:
April 11, 2012 at 9:55 pm
I too, have had similar problems. My phone just mysteriously cracked. I’ve never dropped it, and it has an otter box…and it still cracked. Bunch of crap. :-(
34.
krista says:
April 13, 2012 at 1:35 am
I had my new Razr for eight days when I noticed a crack in the screen. The crack goes all the way thru the glass to the bottom of the phone. I did not drop the phone or do anything that would damage it. I was taking extra special care with my new phone. I contacted customer service via email. They told me to get insurance and then file a claim. I did that and of course the claim was denied because the damage occured before I got the insurance. It is an unethical business practice for Verison Customer Service to have told me to do that. After getting the insurance, filing a claim…it was outside the 14 days I had to return the phone. The first service rep I spoke to should have told me to return the phone right away, instead I was told to file an insurance claim. I have emailed with 4 different service reps from Verizon and they keep suggesting I file a claim even though I have explained that I did file a claim and was denied. I am very disappointed with Verizon’s customer service.
35.
Amy says:
April 13, 2012 at 5:15 pm
On April 11th, I followed my normal morning routine. I removed the phone from my end table and its charging cable, and placed it in my purse. I then walked from my home, approximately 50 – 75 feet to my car. When I arrived at my car, I placed my purse on the passenger seat, and got into the car. Upon removing the phone from my purse to make a call, I saw that the screen had a small crack in it. The crack begins/ends right at the location of the power button, which must be pressed each time that the phone is to be unlocked/activated for use. I state this simply because it could be considered a ‘stress’ point, and perhaps have some bearing on how the phone may have been damaged. It should also be stated that this same routine had been followed for the previous 7 days since I purchased the phone. The phone was not being subjected to any treatment that would fall outside of what one would consider normal use. This is the same routine I have followed for years, with several other phones, including a BlackBerry Curve and a Sanyo Katana. Each of which I maintained service on for approximately 2 years, to the best of my recollection. I mention each of these phones specifically because unlike most ‘clamshell’ style phones, the Katana has a small exposed screen and the Blackberry has a fully exposed screen. Neither of them have any cracks to their screens, and even the scratches to them are minimal. This Motorola Razr phone is advertized to have ‘Gorilla Glass’ which while not unbreakable, is supposed to withstand quite a bit of stress. One website (I believe Corning or Motorola) indicates that the breaking point is around 121 pounds of pressure. I believe that there was a defect in this single particular piece of equipment (that may or may not be a singular incident) that caused it to break under normal use. It is also my belief that even if there is no current record of a ‘known issue’ with this product, it stands to reason that someone has to be the first to have the problem before it becomes a known issue.
36.
lane says:
April 13, 2012 at 9:07 pm
Phone falls from car seat to car floor..carpeted, 18 in fall , screen cracked! Unbelievable! ! ! ! ! !
37.
Cameron says:
April 14, 2012 at 12:54 pm
Had this phone since early February. It is the best phone I’ve ever had. It has survived absolutely horrible drops. down stairs, onto solid concrete (multiple times, I work in a warehouse.) It has been stepped on. It has been rammed or bumped into table edges while in my pocket (glass facing out). Not a single time did it crack. I went to band practice last night and it was sitting on my guitar bag. I put it in my pocket to go home, then I pull it from my pocket after I get home and the gorilla glass (NOT THE LCD) is cracked right next to the earpiece. It is shattered and there are cracks leading down the screen.
I called Motorola. They want $160 plus tax, which makes it $177, plus shipping to and from Texas. No doubt going to add it up to $200. That is 2/3rds of what this phone cost me. Called Verizon, no help, they were surprised that the actual gorilla glass shattered. I did tons of research on replacing the screen. Most of the time you need to purchase the digitizer (gorilla glass screen) AND the LCD. If you are really skilled and have nimble fingers and a clean work environment, I have learned you can replace just the digitizer. But it is pathetic that the gorilla glass had a nasty shatter, not crack, but SHATTER and the LCD works fine.
I have called numerous cell phone repair places. And they have given me the estimate of $220-250. This is absolutely ludicrous. I might as well buy a new one. Be this a warning to all people who buy this phone. This phone is amazing, when it works. But please do NOT skip out on the insurance. The most you will have to pay with it is $100. Do not make my mistake. Do not rely or trust the Gorilla glass.
Motorola is so very much designed to scam its customers. Physical damage voids the warranty. Are you kidding me? The most common problem, voids the warranty. And it must always be the customers fault. No, nothing goes wrong in manufacturing. Nothing. I will suck it up and probably use it with the cracked screen until Motorola gives me a better offer or I just cant stand it anymore and just get the f***ing repair. It makes me grit my teeth that Motorola offers the lowest price on screen repair.
38.
John says:
April 15, 2012 at 8:02 am
My 3-month old Razr screen cracked (never been dropped) when I had the audacity to press the lower left button with right hand while holding in my left. Apparently, the “Gorilla glass” is not designed for the rigors of, you know, using the thing like a phone and pushing buttons. Store basically called me a liar and told me not to bother sending it in, they’d send it back. I plan on a claim (probably arbitration, since they usually make you sign away your right to sue). I’ll see how it goes. This phone felt for three months distinctly like a beta version they rushed to market in time for holiday shopping season.
39.
John says:
April 15, 2012 at 3:35 pm
As a follow up to my prior post, the Verizon agreement says you can either arbitrate or pursue in small claims court. There is a dispute resolution form on verizon’s website you can use to initiate the process. I’ll try to come back and weigh as I navigate the process with thoughts/issues.
40.
Kereen says:
April 16, 2012 at 9:31 pm
I’ve had this phone for just over two weeks. I was pushing some icons up to trash and the screen cracked – I now have a nice thumb-sized crack near the power button. As with everyone else, Motorola and Verizon decided there was nothing they could do other than charge me more money. Glad to know that the $$$ I spend on a cell phone account means nothing to them.
41.
chupper says:My daughter has had her Razr for about 9 months now. About two weeks ago she picked up her phone in the morning on her way to school when she noticed two cracks, both starting at the camera lens. One goes completely to the bottom and the other goes sharply to the side. She has never dropped it and me and my husband went over it with a fine tooth comb. We looked under a magnifying glass and could no find any reason for the glass to crack. Not one ding, scratch or bang. Our daughter really takes good care of her stuff, but we still wanted to make sure before we sent it in for repairs. Well we did and we got a reply from Motorola with a picture of the cracks saying this was customer abuse and that it is not covered under warranty. Even though they did not find any physical damage to back it up. Well I e-mailed them back and told them I did a little research and found pages of people having the same problems. Well I did not hear from them until I received a notice from Fed Ex that they were sending the phone back. NOT FIXED!!! I went to look up why and guess what there is no case open any more for the phone. It has been wiped clean. I put in the RMA # it comes back not found, I put in the ID #, the SN# and all comes back not found. Yet a day earlier all the info was there. I know there is a lot more people like me and all of you, but they just don't want to be bothered so they pay to have it fix, just to have it do it again. Unless they have found the problem and only fixing it on a customer pay only set up. I am furious and will not be recommending this phone to anyone. And to think I was considering this phone for my next up grade! NOT!!!!
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How do I use tether with droid ultra, keep getting message to call verizon. Do Verizon charge or have to somehow change my account?
Verizon Wireless Customer Support wrote:
Hi there JByrd,
Let's take a closer look into this. What plan are you currently on? If you are on the More Everything plan, then you shouldn't have to do anything additional. If you are on the Nationwide plan it is an additional $20 a month for 2 GB of data. Let us know what plan you have. Thanks!
ErinW_VZW
Follow us on Twitter @VZWSupport
Hey Erin how about you confirm to Elector and others that you HAVE to pay for tethering on Nationwide plans and that if you are using a 3rd tethering app to bypass paying you are violating the terms of service. They don't seem to believe me. -
If I ordered the iPhone 5s in space gray, is there any way I could change the color to silver??
If I ordered the iPhone 5s in space gray, is there any way I could change the color to silver??
Call Apple and ask. If they have not shipped yet due to backlog, perhaps. If they did ship already, return without opening and wait for silver model to be shipped back to you.
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Verizon ipad air will only register if you call verizon pre-paid?
I bought an Verizon ipad air yesterday. I went in on the ipad and signed up for a monthly plan. It told me it would charge me immediately. I then tried to use it and it said that I had used all my data for the month. I chatted with verizon wireless and they said they couldn't see that the payment went through. They told me to call verizon prepaid. I called verizon prepaid and they said that they could see that I had "set up" the credit card, but that I would have to call them any time I wanted to change the amount of data and that I needed to call them to have the payment go through. She took a payment over the phone. Is this right? I thought we were to be able to do all of this from the ipad. What is the use of having the menus if I have to call them anyway?
I am having a bizarre experience in trying to set up my iPad Air with Verizon.
The problem comes down to the "Name as it appears on your credit card" field. My last name is a "Mc*" but that field will not let me capitalize the letter after the "Mc". If I type "McL" as soon as I enter the next letter the L automatically reverts to a lowercase l. If I type "Mc Lxxx" but then go back to delete the space between the "Mc" and the "L" the L again automatically reverts to a lowercase l.
I have turned off all the keyboard settings that pertain to automatic spell check, etc. to no avail.
I even tried typing my name in a Note and then pasting it into that field. When I did that it pasted as it should but when I tapped the "Next" button to go to the next step in the account setup process I got an error message that highlighted that field and when I checked it it hade reverted to a lowecase l again.
This is really baffling and is really p$ssing me off. I bought a new Nexus 7 a few weeks ago and it was a breeze to setup with TMobile.
Other than changing my last name to "Smith" anbody have any suggestions?
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