“does this phone have a free replacement on the screen my phone is broken the clerk said it has a free screen repl. but Verizon says sorry not the blue one what is up with that”
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NO they will not replace it.Best Buy stores sells a specific exclusively colored cell phone which the manufacturer & carrier will not honor an advertised product warranty. I recently purchased a Droid Turbo phone in the new Best Buy exclusive (blue) color. The device is also exclusive to Verizon Wireless. The Droid Turbo is advertised by both the manufacturer (Motorola) and Verizon Wireless as including one complimentary replacement of a damaged screen under what both call the "Screen Assurance" program. I dropped the phone less than 6 inches onto my counter top and the screen of my 13 day old device shattered. I contacted Best Buy and attempted to submit a claim through Geek Squad insurance. I was told by the store that the Droid Turbo comes with one free replacement and that I should contact Verizon Wireless to file the claim. This set in motion a 6 hour ordeal in which Verizon Wireless, Motorola and Best Buy all pointed the finger at each other while each stating they would not honor the policy. After the 6 hours, the bottom line is that Best Buy states it is an advertised feature of Motorola that uses Verizon Wireless as the agent to receive damaged devices and distribute replacement devices. Best Buy also stated that there is no way to get their blue device replaced without filing a Geek Squad claim and paying a $149 deductible. They informed that Verizon would only replace with a black device. Verizon, meanwhile stated that had I purchased any color other than blue, they would happily provide the free replacement. However, since Best Buy circumvents the carrier on all of their "exclusive" blue phones, Verizon cannot accept them (even if I was willing to accept a black replacement). They stated that Best Buy should be the one honoring the Motorola policy on best buy exclusive devices just as Verizon honors all non-Best Buy-exclusive devices. AT NO TIME DID BEST BUY INFORM ME THAT BY PURCHASING ONE COLOR OVER ANOTHER I WOULD BE FORFEITING MY RIGHT TO AN ADVERTISED FEATURE OF THE PHONE. VERIZON ALSO STATED THAT THIS EXCEPTION IS WIDELY KNOWN TO EACH COMPANY, DESPITE NOT INFORMING THE END CUSTOMER PRIOR TO PURCHASE. Lastly, I spoke to Motorola who stated that the "screen assurance" is not, in fact, their policy at all, but rather Verizon's. They stated only Verizon or Best Buy can fulfill the replacement. They also said they did in fact have blue devices available and can replace my broken device for a $125 charge. Ultimately I was told that the only reason the policy would not be honored is because I bought the "Best Buy exclusive color" and that had I simply purchased any other color from Best Buy or any other retailer, the policy would be honored. Best Buy does not provide any information at point of sale to inform the customer of this odd exclusion. More importantly, Motorola's website advertises the benefit (without exclusion) and redirects to a Verizon Wireless web page with a program FAQ and instructions for filing a claim. The program FAQ also states no exclusions of any specifically colored device. I feel this is false advertisement that caused me to purchase a device where known restrictions were not provided to the consumer. Note: I have the screen shots captured from each company's websites as proof that (as of today) this misleading advertising is still in place. I even offered (as a last effort) for Verizon to simply credit me $125 to offset the cost of replacing the device directly from Motorola. I assumed Verizon would provide such credit (amounting to less than one month's bill) as a gesture of good will to an over 20 year customer. My request was denied.
Sorry, there was a problem. Please try again later.Thats because its a manufactures warranty. Motorola has a one time screen replacement for two years. You should have bought verizons extended warranty. Next day repalcement for damage or loss
Sorry, there was a problem. Please try again later.Have you gotten the screen fix? I think at one point Verizon wasn't dealing with the blue best buy Verizon. But from what I read they should be and if not I would contact Motorola.
Sorry, there was a problem. Please try again later.I was told you have a 30 day free replacement at Verizon.
Sorry, there was a problem. Please try again later.Hi trucker, The clerk was correct, there is a program in place to replace your phone one time should the glass get damaged. It's called the Droid Turbo Screen Assurance program. The Blue Nylon Droid Turbo is included in this program. Please call Customer Service at (800) 922-0204 or visit a Verizon Wireless retail store to order your replacement device. -Tom
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