Cell phones forum: Defective gorilla glas on Droid Razr/Maxx?

I understand the frustration, but if the manufacturer won't acknowledge the issue, the cellular carrier can't eat the replacement/repair costs on their own. Motorola would be the one to blame, not Verizon. Verizon markets the product for use on their network but they don't make the phone.

I visited the Verizon chat room and there was only 60 posts of damaged phones, barely a fraction of 1% of total devices sold. Verizon merely acts as an intermediary for the manufacturer for warranty service. Your anger needs to be focused on Motorola in this case.

I lost mine taking a picture. Yes, taking a picture; a single line straight across the screen. Notice I didn't say anything about dropping it. Had to have insurance replace it and now I have the phone in an otterbox.

The problem is that any physical damage voids the warranty. If they were to put a switch on the phone that fell apart when you pressed it, that would be physical damage and void the warranty. No matter that the switch was bad, it would still be called physical damage. So, they put a display, screen combination that breaks for no reason and they call it physical damage. These phones are not ready for prime time and Motorola, Corning, and Verizon need to step up and look into it seriously.

However, I think this site can be of help in this. How do I contact one of the reporters that reviews these devices. I'm sure they can verify the complaints out there. It would make a really good story. A few of the people have lost their phone to a phone call where the vibrator shattered the screen. That's more dramatic than my taking a picture and obviously not something we want to go unnoticed.

What market/city is that particular station from ??

...put pressure on Motorola since they are the manufacturer. Verizon doesn't make the phone and doesn't recognize it as a known issue at this time.

My dad's just broke in his pocket. He said it had no impact whatsoever.

Due to the competition of capturing the market of smart phone devices, android phone manufacturers are not concerned a lot about the quality of the devices. There are always some or other issues coming into existence.

Everyone is not complaining of the same issue. You are exaggerating. This seems to be a small percentage of users at this time. It is possible there was a bad batch of devices manufactured during a short period. You will not get any resolution from Verizon until Motorola admits a known defect.

....but I have not seen any significant numbers of users reporting the same issue. If you can show a consistent pattern of defects you might have a case. If it were a consistent issue, there would be numerous reports on internet sites, news stories on TV, and magazine articles about the problem. I am not referring to a few internet blogs who might have sporadic reports.

I own a Droid Razr and I am concerned that there might be an issue that could affect my phone, but I just don't see it at this time. When it comes to equipment valued at several hundred dollars apiece, you can't assume that any cellular carrier will eat the replacement costs without approval from the manufacturer.

Bottom line is complain to Motorola and to consumer protection agencies until it becomes a recognized issue. I am not suggesting that there is no issue, just not that as common as you think it might be.

I actually was able to get through to the retention dept. of Verizon and while I didn't have insurance due to Verizon telling me that I had everything I needed with regards to warranties, etc. I did manage to get a replacement phone BUT and this is the kicker...they were able to allow me to make an "in house" claim. I had to pay 99.00 but even that is cheaper than the 199.00 that the first 2 people stated to me. They will work to make you happy if you call Retentions and let them know you are willing to walk even with a canceled contract. I told them and I meant it that I would walk and they could attempt to get it back from me through collections.

Thank you for stating that it is a problem. I love how you used Target as an example. Walmart is in the same boat.

I was the third post in this thread and despite 1 previous mention of the Verizon forum (that I already commented on) nobody has posted any other sites of a massive product defect and related customer backlash. Take some of your own advice and direct your anger where I have suggested multiple times in this very thread.

You are exaggerating on the amount of customers having the same problem with their Droid Razr phones. You are the one who stated "EVERYONE is complaining of the same issue but we are getting no where."

Built to Take a Beating
Defend against dents and dings with a KEVLAR® fiber backplate. Suppress an onslaught of scratches and scrapes, reinforced by Corning® Gorilla® Glass. Take whatever the world throws at you and throw it right back. Almost nothing brings this mobile juggernaut down.

This is driectly from the Verizon website, so maybe you'll see that Verizon has a little more culpability now. "Take whatever the world throws at you" except maybe a phone call or a photo, or some idle time on the counter. "Almost nothing brings this mobile juggernaut down" except internal heat generated by the battery that causes it to expand and crack the glass from the inside.

Obviously no one expects the glass to be "bulletproof." Bulletproof glass does not exist nor would it ever be able to be used in a phone that you would want to carry around. Most people's complaints here have to do with NO damage to the phone and finding cracks in the glass. I never would have made the initial post if there was something I had done to the phone to cause the crack. You must work for Verizon, Motorola or Corning.
I don't care if there is only one instance of this happening. If it happened once, Motorola or Verizon should make it right irregardless (or you could argue moreso, because of) the price of a single unit.

"Puffery."

...for folks with cracked Gorilla Glass who are still under warranty. Sorry to hear that you have had 3 devices with cracked displays though.