Corporate Complaint

Can some one please tell me how to get in contact with someone from corporate. I have spoken with call center manager who is unwilling to help and will not let me talk to anyone higher in command. I am so fed up with this company and so close to switching carriers.

dbritner, We surely don't want you to leave us! It's truly disheartening to learn that you haven't received the help, needed. What specific concerns are you having with your account or service? Please share - We'd love the opportunity to turn this experience around.
TanishaS1_VZW
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Filing a corporate complaint on a store

How do I file a corporate complaint on a AT&T store? There needs to be something done about employees that go into peoes and and changes things with out authorization of the customer. I went in to see the iPhone 6 and came out with my data plan being changed! With out my consent.

Send a private message to with your account and contact information. They will get in touch with you.

How do I file a corporate complaint?

I have been attempting to set up an account Verizon for over a week now.
Initially I had set the account up online. It informed me there would be a deposit and the first month's payment of 49.95. I entered my card information, then it gives me a message telling me everything was successful and gave me an order number.
Then I got a call and a message saying I needed to call in to the center to confirm information.
When I called they told me I had to pay the initial deposit of $125 and the first month of $49.95. I told the representative I had already put that information in online and that I had received confirmation everything was successful. Then the representative told me they had to re-issue the order but she would transfer the payment over from the first order.
I later got a voicemail and a letter in the mail saying the payment could not be transferred and I still owed a deposit.
So I then checked my account to make sure the payment had not already been deducted. It had not, so I called back, yet again, to complete the order today.
The representative I spoke to asked all of my information again then informed me the plan I chose was going to be $89.95 per month plus a $125 deposit. I told her the plan I initially chose and signed up for online was the 75/35 internet for $49.95 per month. She told me that they would have to decrease the internet speed to make the payment $49.95 then put me on hold. When she came back so told me they were able to do that package after all at the initial promised price of $49.95. She informed me it would be set up on auto pay and asked my payment information. I gave her my debit card information. Then she said it didnt work and asked me to find my account number and routing number to take the payment directly out of the account. I gave her the information. Then she stated the deposit could not come directly out of the account And she needed my card information again. At this point I was hesitant but still gave her the information.
After finalizing the deposit she started confirming the information and said there was a $69 deposit that they would split into 3 payments on my first 3 bills. This was the first I was hearing about this deposit.
And correct me if I'm wrong but 3 payments divided by 3 months equals $23 per payment. The representative on the phone advised me the first three bills would equal roughly $90...
I had signed up for the $49.95 per month plan... Even when you add a $23 fee to that, the total should not be $90.
I feel I should have been advised of this fee before the deposit was taken from my account. Once the rep got ALL of my person all information and ALL of my account info for 2 separate accounts then she informs me of this fee. When I signed up online it didn't give me and info about this fee. When I talked to the first rep she didn't say anything about it either. And the math was also not adding up.
When I expressed my concern about not being informed of these charges, the representative stated that she did not know of the charge until after taking the deposit, when she got to the summary screen. When I asked why the charge was not discussed in the first 2 attempts to set up service she got very defensive and started speaking over me. She said there are 2 fees. One for $69, and one for $79. She said the $79 was waived but that the $69 fee applies to every customer.
If this fee is applied to every customer then she should have known about the fee and disclosed that information before getting all of my account information. Much less deducting the deposit.
While trying to discuss it with a representative she continued to speak over me and inform me that discussing it would not solve anything. So I asked to speak to a supervisor. To which she responded in a smug tone that she would be happy to contact one...
I then waited on hold for over 20 minutes to speak to manager. The representative checked in with me periodically. Then at one point she said that she had told the supervisor the situation then confirmed it was that I didn't want to pay the $69 fee.
My issue is not that there is a fee. It is that I was not informed of the fee until after they had deducted $125 out of my account and had my payment information. On 2 accounts.
When I stated this to the representative she again got aggressive and started speaking over me and arguing with me. I informed her I did not wish to argue about it, and she put me back on hold waiting for the supervisor.
When the supervisor FINALLY came on the line, she was very mono-tone, however she did give me the chance to explain the situation. I explained it to her then she advised me she will make a note on the account to have the fee waived as well, but that I would have to wait until it was billed then call to get a refund, which would only be given as an account credit.
Since this has already been such a process and I have not received good service thus far, I opted to cancel the order completely and asked if there would be a credit refunded to my card. She informed me I would have to call the disconnect department which wouldn't be open until the next day, so she was requiring me to call bet yet ANOTHER time.
I took down the information to call that department and then ended the call.
Not once in this conversation did either the rep or the manager apologize. They didn't seem to care whether they made the situation right or the order got cancelled. In fact the representative offered to cancel the whole order while I was waiting for the supervisor without me even mentioning cancellation.
This is not good customer service and I would hate to see Verizon lose more customers because of their snide customer service representatives and managers who fail to come to a solution.
Is this how I file a formal complaint or Is there also another place to send this complaint to?
Thank you,
Ashlee {edited for privacy}

Is this how I file a formal complaint or Is there also another place to send this complaint to?
Not really. These forums are use primary for customers to help other customers. Verizon moderators watch the forums and will escalate issues to the elite support team for issues that appear to need such help. Your issue may be escalated, or it may not. if it is escalated, be sure to come back here to read what they post and then follow their instructions.
II'm not aware of any official process Verizon has to file complaints. They are setup to have customer service reps resolve issues. If you just want to rant, consider that done. If you want Verizon to fix your issue, keep working with them, especially if they escalate your issue. You can also file complaints with the appropriate regulatory authorities, if you think that Verizon isn't following government regulation.
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Apple Corporate Complaint Line/Address?

Does such a thing exist? I became an Apple costumer about 18 months ago - first the iPod and then the iBook. Apple has a top ten list of reasons Apple is better. Their number one reason to switch is that their products "just work". They explicitly say that they don't crash. Well, I haven't found that to be the case. I the last 18 months, I have had my iPod replaced THREE times due to hard drive failure, and my iBook hd replaced once. (In total, I have had four hd crashes.) Two weeks after the repair, the iBook has a program lock up at least once a day (oftentimes four or five times in a day). It is counterproductive and against their explicit claims against this sort of thing never happening.
I know that my problems aren't unique. After a number of visits to the genius bar, I have had many opportunities to commisurate with other Apple users experiencing the same problems.
Is there someone at corporate I can talk to about this?
Thank you!
Catherine

Try this link for various Apple contacts-
http://www.apple.com/contact/phone_contacts.html
You should go back to the Apple store and speak to a manager and bring all of your receipts for service etc. Good Luck!! Geof

Two albums disappeared!

Up till a few days before Christmas, the album Cloud Nine by George Harrison was available at iTunes. Then some weird things started to happen. First, two of George's most famous albums disappeared (All Things Must Pass and Living in the Material World). Two or three days later these albums re-appeared and two others went missing, including Cloud Nine.
These albums are available. All you have to do is change your country setting to something else, like Canada, and there they are. So please don't guess and say that they might not be available.
Obviously, there was some sort of syntax error in the code for the United States version of the George Harrison artist's page.
My question is, *how can WE* (we are members of the George Harrison official site messageboards) *communicate the problem to someone who will fix it?* There is no way to send an email to any address. None of the options under support for iTunes deals with reporting programming errors.
No guessing now. We need a real answer.

Well I assume WE (as in members of a message board) dont have the say so of the late Mr Harrisons record label.
Oh and in iTunes there is a clear option for iTunes feedback, if you maintain its an iTunes error (all albums you mention show in the UK store) select report bug, as I would assume an error in code could be labeled a bug.
Either way at the end of the day, this is a forum for support, not for corporate complaints.
Anyhow I hope you get sorted soon
Gareth

What is the number for Verizon Wireless Corporate Customer Service Complaint for CA

My Complaint: I have been a Verizon Wireless customer for approx 20 years. I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning. She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer. The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone. I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer. If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade. It is times such as these that you get to see how much of a "valued customer" you really are. I guess you are valued as long as you pay your bill and continually purchase their products. I would like to speak with someone from Verizon's corporate or customer relations department. As of now I am really considering changing my service to a different provider. I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
msvat <[email protected]> wrote:
msvat created the discussion
"What is the number for Verizon Wireless Corporate Customer Service Complaint for CA"
To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
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How come Verizon Wireless will not give their customers a corporate number, email, or address to send complaints?

I have been with Verizon Wireless for 7 years and I have went through more problems in customer service in the last year then I have in my whole 7 years. Usually if I have a problem they fix it immediately, I tend to call instead of going into a Verizon store because Verizon stores just do not care about their customers. I am beginning to think the same thing about Verizon Wireless customer service.
Problem number 1: Verizon Wireless making changes to my account, aka payment arrangements, without my knowledge or consent. Making my phone shut off because I was 3 days late. Yes THREE DAYS... not months. Then after they turned my phone on because of their error I paid my bill. About a couple weeks later I decide that I want to purchase a new phone and want it billed to my account. They then tell me that no I could not have it billed to my account because my phone was shut off for non-payment. I then explained that it was an error, they then told me that they could not over-ride the system and I would have to wait 6 months to bill to my account. I asked if that meant I could bill to my account even if Iam late a couple days or what. They told me as long as my phone had not shut off because of non-payment I would be able to bill to my account, also that they would write a formal complaint on the person who made a payment arrangement on my account without my consent and they would get back to me. That was in Mar of 2013. I am still waiting for a reply from my complaint.
Problem number 2: In March of 2013 Verizon had an email option on their website where you could email corporate and they will email you back. Since then they have taken it off and will not give their customers email, number, or address where they can reach corporate at.
Problem number 3: Sept of 2013, it has been 6 months. I I then call Verizon to bill to my account a new phone, because I wanted to start a new contract. Well they tell me that because I do not pay on the same day of every month I will not be able to bill to my account and they can not over ride the system. I then tell them that this was not what was told to me in March of this year. The rep tells me that she cant do anything for me except investigate it and get back to me within 4 hours. I say okay and leave my number I wanted to be reached at, I asked if she was sure that she was going to call me back because I have been told in the past by verizon wireless reps that I would receive calls from them and they never bothered to return my call, because basically I was un-important. She stated that she would and she appreciated the business I gave Verizon for the past 7 years. (she was a supervisor by the name of Jeniffer in customer service on the east coast). 5 hours later I still had not received a call so I call back and ask to speak to a supervisor they then tell me that my claim was denied for "unknown" reasons about the call 6 months ago and they were not going to let me bill to my account and they couldnt help me further. I asked for a a corporate number, email, or address and they told me repeatedly that they did not know them and could not give them out if they did know them. That if I had a complaint he could notate it and make sure it was handled. Psssh just like it was handled 6 months ago. I daid thank you but no thanks and ended my call soon thereafter.
It just galls me that Verizon treats their customers who make them money by using their services and phones every year. They do not have any care for the complaints and actions of their workers as well as their customers.
I just want to know it anyone knows they corporate number, email or address??
Or maybe a verizon rep out there (which I pretty much doubt will respond to my question)
If I dont receive an answer soon I believe... no i KNOW I will be taking my $127.33 else where and maybe just maybe I can get better customer service, even if its just a tiny inch better than Verizons.
AT&T here I come.

yesterday i went to verizon with a 8 day old broken phone after 40 mins in line to be helped the sales staff at glenway av in cincinnati turned me around and sent me out the door without solving my problem or returning my less than 14 day old phone. i called corporate at >>removed<< they called the store and made an appointment with the manager to resolve my issue. when i returned to the store i was told i had to wait in line again so i decided to get loud enough for every customer in the store to hear what kind of customer service i was recieving. so then the employee at the door not the manager called the police on me and threw me out of the store so today i am returning my phones and am seeking other service providers but anyhow the corporate number i provided is a good one and the people you reach will solve your problem corporate level is does do a grat job but the customer service level and store level employees i have found to be very unproffessional and extreemly mismanaged.
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Has anyone successfully filed a complaint through the mail to corporate headquarters?

I would like to know who from these forums has successfully filed a complaint by mailing the corporate address?
How long did the process take and what was the process?
warm regards,
-fs

There is a facebook group called "Verizon Sucks" You might find some people out there with similar bad experiences. The customer needs to band together and start complaining with one loud voice,

Formal Complaint to Corporate

Is this the only way to file a formal complaint to corporate? I spoke with a representative over the phone and her instructions to do this were not correct.
The back story for why I would like to do this. In January, my wife's phone was acting up so we wanted to get her a new one. Her upgrade was not due until July (however we swapped upgrades a while ago so it was actually supposed to be my upgrade) and mine is not until January 2015. We talked to the sales representative at our local Verizon store and asked him if we did the Edge program for my wife that I would still be able to upgrade my phone in July like we had planned to do. He said that it would be not be a problem and that the Edge program does not affect our upgrade date. I even confirmed this again while we were checking out.
Low and behold I logged in to check the exact date in July that I would be able to upgrade and the upgrade date was moved to January 2016. I called support and neither the representative nor her manager were able to help. They said the system would not allow them to change anything and they could not help me even though it was their own employee who gave me false information. They said I could file a complaint to corporate if I wanted to and then proceeded to give me incorrect instructions on how to do so. I have been a Verizon customer for over 10 years and have never asked them for any changes to my upgrade dates so it's not like I have any history of doing this before. I just want to be able to upgrade my phone in July like the Verizon employee told me I could, especially since my current phone is on it's last legs.

Bwick84,
I'm sorry for the trouble you have had. Something does sound amiss. Our Edge program is separate from the standard upgrade. I'd be happy to review this matter for you. Just send me a direct message: http://vz.to/1v0uLEw .
BrianP_VZW
Follow Us on Twitter @VZWSupport

Re: Has anyone successfully filed a complaint through the mail to corporate headquarters?

Why was the existing thread with this topic heading shut down? The reply option is no longer available.
What I wanted to post is the correspondence address for Verizon, which is written in tiny print on the back of your bill. So, for anyone else who is frustrated with Verizon and can't get a decent answer by phone or email, try the following. Write:
PO Box 11328
Saint Petersburg, FL 33733-1328
I am writing with a complaint that I was not notified about the security breach with Epsilon. I had to contact Verizon. This may already be a topic somewhere in one of these blogs. I wouldn't even know how to get there, but I am filing a complaint.
g.

Contact Us link also provides a physical mailing address on this site. it's a link at the bottom of every page.

Need to file a customer complaint with Corporate(Sony 4k TV)

Hello I am a very frustrated Sony customer I purchased a Sony Bravia 4K TV model # XBR-65X850b from best buy on March 29, 2015 since then the TV has had issues 1. The color I'd faded and looks washed out 2. I can't keep the TV connected to the Internet with either wired or wireless setup( and it's not my internet provider that's been ruled out). 3. The 3d is unwatchable ghosting is visible and it jumps into 3d without there being any 3d content on the screen. I can be watching regular TV and boom 3d will pop on. I called Sony to get this fixed and I keep getting the run around this TV is still under warranty but Sony doesn't want to help. I spent my hard earned money well over 2 thousand dollars for this set and you would think that something could be done. I received this email on July 16, 2015 that reads: Bryan Wilson, Sony appreciates your contact. Dear Bryan, Thank you for contacting Sony regarding your television repair, we have set a repair appointment for you on 07/22/2015 morning. Repair will be performed by our authorized service center HD Repair, the television will have to be in a serviceable position when technician arrives, please make sure the television is not wall mounted. In case you have any problem with the appointment you can contact them at 800-638-9682 and reference your case number: E61511913. Please feel free to contact us if you have further questions. Regards, Connie - C197 Sony Customer Experience TeamWe hope that the information provided has been helpful. If you have any questions, please do not hesitate to contact us via the following web page:http://esupport.sony.com/US/perl/support-contacts.plSincerely,Sony Support Then a week goes by and nothing. So I called the 800 number for HD repair and they tell me that Sony hasn't giving them the tracking number for parts needed and until they get the parts they will not send out a technician. HD repair also told me that if and when they get the parts in they will call me and schedule the appointment. Then another two weeks go by and the repair technician from my city who is suppose to fix my TV called me and ask me why is your repair still in my que for over a month he asked if I canceled my repair. I told him that the last I heard was Sony was ordering parts. The guy told me to call HD Reair and Sony and find out when the parts will be order because he has seen this happen too many times before where Sony will put customers repair off and not get their unit fixed and the warranty will expire and the customer will be left with a defective TV. So I called HD repair and still the same "Sony hasn't updated us on the tracking info for the parts". So I called Sony customer service to see if the parts was order and on the way but this guy keep me on hold for over an hour and gave me the number to call HD Repair again!!!!! What I just got off the line with them and they said you guys was the problem. So this goes on for another hour and he tell me that he has not tracking info and he has no other information to tell me other then the info I have in the email about my repair. So two hours and I get no where near getting my set fixed. So I asked the Tech that you had me on the phone for over 2hrs and you knew nothing about my case the whole time and he tells me "yes you are right Bryan I'm sorry". It's been over a month and nothing but the run around. This is the info the technical support guy gave me: From: JOSAFAT, DANIEL JAY VILLANUEVA
Sent: Friday, August 07, 2015 5:29 AM
To: [email protected]
Subject: Sony LinkHi Bryan,
Here is the link for your Sony TV parts number and Chat Support, just click the link:
http://146.215.230.18/release/MDSM/988860802_sm.pdf
https://esupport.sony.com/US/p/chat-gateway.pl?region_id=1
I'm very sorry for the 2 hour call!
Have a great day!
D-J
Sony Technical Support Tier 1
So I want to file a complaint and if nothing is done then I will contact Better Bussiness Bureu to get more info on how to go about this... Please help here is my email: [email protected]

Lilbigman76
Did you pay with a credit card? If so I would call and see if they have some sort of dispute resolution to help. I would also involve the retailer. They have better ways to deal with Sony than we do.
That is what I would do with such a new purchase. Many credit cards extend the warranty as well.
It is worth a shot.

Where can I send a formal complaint to the corporate office?

I am extremely upset with the poor customer service that I have received by telephone, chat and most of all by the employees of the Clive, Iowa store off University. For the past 3 months, yes 3 months and a customer of over 7 years with 3 telephones in contract and a Galaxy Pad under Verizon, I would have expected to be treated as a loyal customer. However, for the past months, I have been told I was lying and basically embarrassed publicly today (by the supervisor on duty at the Clive store). I have had phone records pulled to prove that I was offered was I was offered and when called back to in fact inform me that I was correct, I did not receive an apology, but belittled to say "We do not offer these types of plans, but I "GUESS" since this was offered than we will honor it. Same scenario tonight. Went to the Clive location, basically giving up and telling them to go ahead and give me the early upgrade to the iphone 4, because after my 5-6 replacement (Motorola droid), I do not want to deal with it again. Please note I was hesitate to the early upgrade because I actually wanted the iphone 5 due to it being a new model, but the cost was $299, in which I was unsure at that time, if I could afford it. Unfortunately, due to finances and looking over things I decided to just accept the free phone, hence that is why I went to the store tonight. The supervisor than informed me that he would not give me the early upgrade and it was not notated in my account that 2-3 weeks ago I was offered this by the same store. When I asked him to talk with the rep that helped me, the rep was pulled over and stated that I was offered this by the other supervisor that was not working that night. The supervisor behind the counter than started to get out a calcaluator after I was in tears and told me that he was trying to negotiate with me. I told him, I did not want to negotiate, but just wanted to get my phone to the iphone 4, so I did not have to deal with the issues I have been have for months with my droid. After, many tears and almost hyper ventilating, I told him I could not do this anymore and asked for his supervisor's phone number, which he gave me and I walked out crying, while I had a crowd of people staring at me. It was humiliating and so uncalled for. Verizon Wireless will never receive my loyalty back and I am truly mortified at this situation. I hope and pray that this NEVER happens to anyone and that VW learns that this is not how you treat a customer that pays them for their services for over 7 years!

Hey there family5,
I appreciate your continued support over the past seven years and you're 100% correct there is no reason that you should have been treated the way you were. I will submit feedback over to the store location so that corrective action can be taken. All of your experiences with us should be positive and I want to make sure that is what happens from here going forward.
I am sorry to hear about the issues that you had with the Motorla Droid. In these cases, we normally don't offer early upgrades, but I understand that is what the store offered you and I would like to investgate this further.
Can you please follow me and dm me your mobile number? I would like to reach out to you to get the complete story of what happened so I can submit the proper feedback and see what I can do to restore your faith in Verizon Wireless. No one should be treated like this and I want to make sure that it never happens again.
KathyH_VZW
Please follow us on twitter @VZWSupport

I would like to know how to contact someone in Verizon corporate to file a complaint. I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do. The la

Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you.

Corporate Store Complaint

Hi there,
My husband went to our local Verizon Wireless store to add an additional line onto our account. He was added as an account manager the night prior and was assured that he would be ok to pick up a phone in the store. His experience in the store was horrible. He was treated like a common theif and a dog. He was working closely with Moe, Zack and Monique. They proceeded to tell him that there was a flag for fraud on the account and he should just leave the store there is no possible way he would be able to walk out of the store with a phone and not to waste any more of their time. My husband contacted the fraud department and when the customer service agent asked to speak with Monique, Monique took our personal phone walked away with it and when she did finally return with the phone she had hung up with the customer service agent and proceeded to tell my husband that she didn't know what the agent said or what was going on. Between the 3 of these employees, they passed the buck to each other, ignored my husband and treated him so horribly that by the time he got home he was so upset he was shaking.. The store my husband was treated so bad at was
29523 Plymouth Rd,
Livonia, MI 48150
(734) 513-9077
We may not have been a customer with verizon long, but seriously I can't believe not 1 but 3 employees treated him so bad.
Thank You,
Jennifer James

Send a private message to with your account and contact information. They will get in touch with you.

Why is it that over 60 Complaints have been made to verizon about the razr screen cracking, and there is still no known issue ? Any answers Verizon?

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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