50 replies to this topic

[cp6608]

I would just like to share my personal experience with Motorola customer service on 1/15/13 regarding warranties and root for whomever may be interested. My Razr Maxx was running extremely warm and getting terrible battery life after i received the christmas eve update.After explaining the issue to the lady on the phone (I should also go ahead and mention that during this entire conversation i was extremely polite with the customer service rep) she informed me that that update was not ready and pushed by mistake and began taking the necessary information from me to begin a warranty claim. I stopped her for a second and mentioned that my phone was rooted and asked if that was geroing to be a problem. She immediately stopped everything and basically told me that i might as well take my warranty and wipe my a$$ with it because by rooting it was void in its entirety. i said so let me get this straight, a mistake was made and an update that obviously wasnt ready was pushed out and broke my device. but since its rooted your telling me im out of luck? i then asked if i were to unroot and return the device back to its stock firmware if they would then take my device. She checked with a supervisor and confirmed that once the device is rooted the warranty becomes completely null and void. Now mind you i was certain and have in fact since completely fixed the device on my own with the help of this great community here, this was done strictly out of curiousity and as a test which Moto clearly failed. I did not reply to this post to rant or hate on Moto but rather just to share my own experience on this topic.

I would like to echo this as well. I just got off of the phone with verizon and they informed me that they first check for root and if it is rooted, they will charge you 299.99 for your refurbished phone. My problem was with a dead pixel on the screen, which she implied was probably due to "jailbreaking" my phone. When I informed her that it was not a result of rooting my phone as it is completely stock 4.1.2 with root solely for backup and ROM Toolbox, and that pixels failing are a hardware issue, she still reiterated that my warranty was shot. What can I do about this? I have read this thread thoroughly and fully understand the OP and everything you have said, but when VZW is telling me sorry about your luck, I don't know what to do. Thanks in advance!

[Tubesteak]

The only thing I know of to do is to file a complaint with the FTC which tucstwo recommended in the op. I have done the same and while I feel like it won't do a bit of good, it is however about all we can do as consumers. I believe that manufacturers should have protection against warranty claims filed by people who broke their own device but as a consumer advocate I feel we the consumer should be extended the same protection against the manufacturer for unreasonably denied claims. By law our a$$es are covered under magnuson-moss from damage which is through no fault of our own. however, the manufacturer has us all scattered as individuals and is unfortunately able to treat us as such. Until everyone stands up together and files a complaint, we will unfortunately continue to be treated as individuals....weak.

[johnlgalt]

I would like to echo this as well. I just got off of the phone with verizon and they informed me that they first check for root and if it is rooted, they will charge you 299.99 for your refurbished phone. My problem was with a dead pixel on the screen, which she implied was probably due to "jailbreaking" my phone. When I informed her that it was not a result of rooting my phone as it is completely stock 4.1.2 with root solely for backup and ROM Toolbox, and that pixels failing are a hardware issue, she still reiterated that my warranty was shot. What can I do about this? I have read this thread thoroughly and fully understand the OP and everything you have said, but when VZW is telling me sorry about your luck, I don't know what to do. Thanks in advance!

Call back. Keep calling until you get someone who is not reading from a script.

Sent from my Infinity using Tt HD

[jamRwoo]

Good stuff, tucstwo. Appreciate the effort you put into this.

Also...why on earth would you OFFER the information to Verizon that you rooted your phone? It's THERE responsibility to prove its your fault, and you're under no obligation to help them in that endeavor. If you're in an accident, you don't tell the insurance rep you might have been changing the radio station or dancing to kidz bop 12 while you were driving.

Maybe I just have an undersized conscience...but Verizon and I have a don't ask, don't tell policy.

I'm not sure how Verizon feels about this...I didn't ask.

[tucstwo]

Good stuff, tucstwo. Appreciate the effort you put into this.

Also...why on earth would you OFFER the information to Verizon that you rooted your phone? It's THERE responsibility to prove its your fault, and you're under no obligation to help them in that endeavor. If you're in an accident, you don't tell the insurance rep you might have been changing the radio station or dancing to kidz bop 12 while you were driving.

Maybe I just have an undersized conscience...but Verizon and I have a don't ask, don't tell policy.

I'm not sure how Verizon feels about this...I didn't ask.

VZW is the last company I would feel bad about. Especially in my personal relationship with them.

[DVDDave]

i am glad i finally read this, very good information...

[tucstwo]

read me!

[livinginkaos]

What?

Sent From My DEV X

[Memnoch73]

Haha... I know right. Think we should flag that guy as a spammer??

 

Lol... Tucs is a spammer. 

[livinginkaos]

I almost banned tim yesterday by accident

Sent From My DEV X