Bad Battery - CompoundTurbo Charging! - Video Included - Please Follow

[Xander Crews]

I'm not sure if it is especially if it is reported. Apple has a similar return policy but you have to go to the original point of sale. As long as you called and reported it and they have record of it, you should still be able to return it in accordance to the return policy (14 days with most carriers). Personally, I always have to yell at a manager or two before they agree with me and just replace the device. Luckily I've only had to do that once with phone but with tablets carriers tend to be stingy for whatever reason. Again, that is just my experience though.

I know what the policy is about returning phones within so many days to get a replacement.
My question was if they give you a refurbished phone as a replacement. If so, that's wrong...they should give you a new phone, because that is what you paid for.

 

[thunderbolt_nick]

I know what the policy is about returning phones within so many days to get a replacement.
My question was if they give you a refurbished phone as a replacement. If so, that's wrong...they should give you a new phone, because that is what you paid for.

That's what I'm saying. They should treat it like an 'exchange' where you return the old 'broken' phone for a brand new in box replacement. I hope they wouldn't give a refurbished cause it isn't a repair unless past the return period which when you experienced the issue it was. I'm not a lawyer or know the law too well but if isn't illegal it should be cause that's rude when you try to legit fix something instead of immediately returning it and get punished for it.

 

[94lt1]

At this point... Most of the refurbished will be devices people bought and returned or new devices without a box.. At least that's what my vzw guys says.. How true... Idk.
But i agree.. Especially for a battery issue.. They should send a new device if it's within the first 3 months.. Or refund the difference for a CLNR

 

[FoxKat]

This is why I am a fan of removable batteries. You replace the battery and keep your brand new phone. When the battery is non-removable, you send it in on a warranty claim and receive a refurb to replace it. I don't understand why Moto went that way...

Wait, if something is wrong with the phone during the return period, they give you get a refurbished phone as a replacement?
How is that right, or even legal?
You paid for a new phone. You need to get a new phone as a replacement...especially when they charge you $35 to swap it out (assuming they charge the $35 restocking fee with defective phones) ...I've never had to do that...knock on wood.

I'm not sure if it is especially if it is reported. As long as you called and reported it and they have record of it, you should still be able to return it in accordance to the return policy (14 days with most carriers). Personally, I always have to yell at a manager or two before they agree with me and just replace the device. Luckily I've only had to do that once with phone but with tablets carriers tend to be stingy for whatever reason. Again, that is just my experience though.

No, if the phone is returned during the 14-day "Worry-Free Guarantee" period, it will be replaced with a brand-new phone. If replaced after 14 days, it MAY be replaced with a CLNR. However, being that the phone is so new, they may not even have enough CLNR units to fill the demand and so you may still get a brand new one. Also, if you go to the stores, they don't keep CLNR units in the actual retail locations, so one of two things will happen...

1. They will tell you that you have to call customer support and have a CLNR shipped to you
2. They will "pull some strings" and get you a new one from store stock (assuming they have it)

 

[FoxKat]

That's what I'm saying. They should treat it like an 'exchange' where you return the old 'broken' phone for a brand new in box replacement. I hope they wouldn't give a refurbished cause it isn't a repair unless past the return period which when you experienced the issue it was. I'm not a lawyer or know the law too well but if isn't illegal it should be cause that's rude when you try to legit fix something instead of immediately returning it and get punished for it.

Unfortunately in a warranty situation with phones, they do not replace defective phones with new ones (unless during the WFG period of 14 days), because it is at their own discretion whether they wish to insure to replace with new, or save costs and warranty replace with CLNR. In their defense, if they did have to replace defective units with brand new ones, the insurance costs would be exhorbitant, and that would only get passed on to you and I, the end users, in the form of higher initial costs.

Also, if they were forced to replace with new, then there would be a GLUT of returned units that they would have to sell at deep discount to keep them out of inventory, and that would reduce the retail value of the new units, again, ultimately costing you and I more money as they would then have to find a way to offset those lost profits. It would likely result in higher activation, line and data fees overall. In the end, the company is going to maintain a profit margin that is palatable to them and we would be the ones to support that profit margin with our pockets.

This is why they sell the supplemental insurace (that and to give them an additional profit center). So if you want new, you buy the "rider" insurance that replaces with new, and you get what you want, and only YOU pay for it. This means your replacement costs aren't borne by the other owners, most of which will never replace theirs.

 

[HiddenTalent]

Oi... [emoji27]

Yeah that is definitely a bad battery. Is the time still acting weird too?

Time quit acting weird once I got to a location that the tower changed. Weird!

Last night talking with Verizon I thought they had me set up to pick up a new unit at the store today. The store was out of stock. I came home and called them back hoping to have them send one. The guy was very good and helped me get in touch with Motorola.

Motorola tech support doesn't speak English well, very annoying. She had me go to the boot loader and clear the cache. Of course, it didn't' fix the problem. I have a strong feeling she has no idea what I'm actually experiencing, a completely scripted tech procedure. She wants me to charge it for two hours and she's going to call me back. Shortly after we hung up it jumped from 20% to 28% in a matter of seconds.

 

[HiddenTalent]

 

[thunderbolt_nick]

Yeah go ahead and go through with moving your stuff back in and report. This will at least narrow it down.

 

[obxsalvo]

When I use my Razr wall charger I can only get the Batt. to 99% overnight. with Wall charger that came with the phone (Turbo) I get it to 100% I have seen a lot of Batt. issues with this phone and most have been using another type of charger. I wonder if some of the Batt. issues are caused by chargers other than the wall charger?

 

[thunderbolt_nick]

When I use my Razr wall charger I can only get the Batt. to 99% overnight. with Wall charger that came with the phone (Turbo) I get it to 100% I have seen a lot of Batt. issues with this phone and most have been using another type of charger. I wonder if some of the Batt. issues are caused by chargers other than the wall charger?

It's a possibility. From what I know about batteries, if there isn't the correct amount of amperage and wattage on the adapter, it can cause issues.

 

[HiddenTalent]

When I use my Razr wall charger I can only get the Batt. to 99% overnight. with Wall charger that came with the phone (Turbo) I get it to 100% I have seen a lot of Batt. issues with this phone and most have been using another type of charger. I wonder if some of the Batt. issues are caused by chargers other than the wall charger?

My wife and I have noticed that ourselves. When I first had this issue I picked it up off of my Qi charger. Hopefully that isn't the cause! From other issues I've heard of, I don't think its charger specific but may be due to the charging circuit.

I've made a third video after spending 3 hours last night on the phone with Verizon and "Motorola". Please be advised if Verizon technical support says they are going to transfer you to Motorola you will actually be speaking to a contracted communications company called Atento.

I had my issue escalated to the top of Atento, with a lot of frustration. The first wave suggested the step shown in the video to clear the cache partition. They called me back 2 hours later to ask about the charge. I told them it still wasn't functioning properly and that I'd like my issue escalated. I was escalated to their "repair/level 2" technical department, but they were closed. Today they called me to discuss. I explained I wasn't satisfied with a "like new phone". I want new!

I was escalated to a supervisor who answered speaking very good english. He was actually from Texas working as a location supervisor (COO) and was much easier to work with. He immediately explained that the "like new" phone is simply a bare phone. No charger and not retail packaging. Makes sense. He ensured me that they do not send refurbished devices. He stated that some phones may be reclaims that were opened and returned. A customer likely took the phone home and changed their mind (probably dropped them 10 times and returned them). He said they test them before they leave the facility. He assured me that even if they sent refurbished units that the phone hasn't been out long enough to begin a refurbished supply.

I asked him to start the process for the "like new" phone. When he attempted to submit the request in their system, he said he was unable to and would have to do it another way. He basically said he couldn't get the serial number from my phone which was weird. He said this process he was submitting would take 72 hours to complete. I have no idea where my experience is going now other than I'm in queue to get a "like new" phone.

Here's the video explaining what their suggested troubleshooting steps:

 

[thunderbolt_nick]

I asked him to start the process for the "like new" phone. When he attempted to submit the request in their system, he said he was unable to and would have to do it another way. He basically said he couldn't get the serial number from my phone which was weird. He said this process he was submitting would take 72 hours to complete. I have no idea where my experience is going now other than I'm in queue to get a "like new" phone.

72 hours...That seems like a bit but that may mean he has to hear back from another department for approval. That really is a bummer especially after what you went through with the phone itself. Keep at it and keep updating.

 

[cr6]

Yikes! 3 hours on the phone and 72hr to get a replacement phone? Sounds like they're giving you the run around. I've never had that much trouble getting a replacement device.
Good luck & let us know how it turns out.

S5 tap'n

 

[94lt1]

I'd definitely keep at em.. Vzw does this.. If you're willing to take no for an answer.. That's the answer they'll give you...

 

[thunderbolt_nick]

I'd definitely keep at em.. Vzw does this.. If you're willing to take no for an answer.. That's the answer they'll give you...

Yep. I even experience this at my current job where I just hear the dumbest excuses for outright refusing people what they deserve that was out of their control. I always follow these rules: If it was the company's fault and if it will bring their faith back in the company then just give the customer a replacement. What's the harm? Nothing is more valuable that customer loyalty in my opinion. Basically I see companies and reps all just let the fear of freeloaders turn against them....ugh I just realized I was ranting and moving off topic a bit. It's just so infuriating.