Effective immediately Verizon is making changes to it’s return policy for DEFECTIVE devices. Prior to March 31, 2011 there were devices in store to swap out a defective device now there will be only 4 devices per store. These are only to be offered on a per case basis with members of the Armed Services and Emergency Cases (TBD by store manager). The devices that are available will be the original Droid or the Droid Eris (for Android), a Blackberry, or a feature phone.
Once the order for your defective device has been processed you have to either wait 5 business days, pay $6.99 for 2 day, or pay $12.99 for next day delivery. You will receive your new device with packaging to send back the damaged device. The device cannot have “blemishes” on the front surfaces (touchscreen, keyboard, or front casing) if so $299*. If there are two or more scratches on the device, of 5mm or more, ANYWHERE on the device $299*. Lint, dust, or any foreign object under the camera lens (Manufacturing defect? I think so.) $299*. These damages are not noted at the store, instead they are noted at the warehouse. THIS IS IMPORTANT: The box that you send back will be photographed upon arrival in the warehouse. If there is any damage this will be weighted in as 50% of what Verizon deems to be damaged. This counts against YOU, even though you sent it via FedEx. After checking the box your device will be throughly inspected and high resolution photos will be taken from every conceivable angle. All of these are separate from the actual cause of the problem.
If it is determined within two billing cycles a chargeback will appear on your bill. Customers who have assigned an email address will receive an email with the damaged device showing you the extensive, non-wear and tear damages on the device. If customers have not assigned an email address they will have to come into the store to have either a sales or repair tech bring up the photos of said damage. If Verizon decides that you are to be levied a chargeback there is no recourse and this money WILL NOT BE REFUNDED.
Wow even more with photos after the break
Even with the phone clearly being defective you will be charged a chargeback. The $299 fee is for smartphones; multi-media phones, feature phones, and mobile broadband devices are all $99.
A big thank you to Gadget University for helping to flesh this out.