OK, so this is what I hope is the resolution for myself and anyone else that has encountered broken screens and had for legitimate concerns regarding the  ease of breakage of their newly purchased Droid Razr Maxx screens .  Some people have recommended a class action lawsuit, which very few people know how to execute and even fewer are willing to provide the time and $freedom$ needed to do.  I don’t know where to start, beginning, or end with a class action lawsuit.  If anyone can do it great, I’ll provide whatever is necessary to make it a good as possible but before then, try this:

I originally sent in my phone and they returned it saying physical damage.  They said no way, we’re not going to fix it for free.  I contacted them again and had an interaction with their telephone service and then via email.  The agent said I made a post about broken Droid Razr Maxx screens and it has garnered many comments and visitors.  Here are the email interactions I had, edited down only to eliminate technical things, remove names, and correct some spelling:

Dear John,

We do stand behind our product. We strongly recommend to send the unit to our repair facility so we can look at the phone and do the necessary repair. We thank you for providing your feedback to us by taking the time to write this mail. We thank you for bringing it to our attention. It is through feedback like yours that we are able to identify and correct issues.

Thank you for contacting Motorola e-mail support.

Best Regards,


 Customer By Email (John) 03/30/2012 10:42 AM
I already sent the phone in and it wasn’t repaired because Motorola
determined that I was at fault, when in reality I wasn’t. Look at the
article i sent. There are more and more people coming out speaking of how
fragile the phones are. If I get enough people to post their stories I
will start a class action lawsuit. Your product is weak and you aren’t
taking responsibility for it.

On Fri, Mar 30, 2012 at 11:20 AM, Motorola Global Reply <
motorola-reply@mailwc.custhelp.com> wrote:

> **
>  Via Email (D)03/30/2012 10:20 AM

Dear John,

Thanks for reaching out to Motorola. I’ve reviewed your e-mail and I’m ready to help.

We are always gathering input from owners from chat, Web and other sources. I can’t say for sure if this is known or common, but it will certainly be passed on. We do apologize for the inconvenience this has caused you and want to assure you that Motorola does value your feedback  We open a record for all consumer contacts which are then routed to the proper department for any further research.

Please note that Motorola stands behind our products by offering a one-year standard warranty issued from the date of purchase and validated with the receipt. This warranty does not cover physical or liquid damage and is applicable to all the products that were manufactured for the US market.

All our facilities undergo rigorous quality assurance processes to ensure that all products comply with Motorola quality standards. We want to be able to determine the cause of this issue. The unit will have to undergo phone evaluation. Our repair technicians have the tools to determine whether the screen damage was caused by mishandling or due to phone’s hardware susceptibility to physical damage

If the evaluation results don’t show any sign of physical damage, Motorola will honor the warranty thus waiving the standard repair fee. In the event in which evaluation results confirm physical abuse resulting to cracked screen, the Manufacturer’s warranty will be automatically defaulted. Motorola’s National Service Center charges a $159 flat rate repair fee. This price does not include shipping or your local taxes. All repairs done on out of warranty units include an
additional 90 day warranty.

You may prefer to check with your carrier for insurance, replacement or exchange programs available with your plan or monthly fee. You may also send the unit directly to Motorola where our technicians will make any necessary repair to ensure a properly functioning unit. Our turnaround time at our National Service Center is 5-7 business days since we receive the unit at our facility.

If you want to send it in, we have 2 options for you; first is we can schedule your device for repair or you may do it yourself on our website. (please provide your full name, complete physical address, phone number, the the phone’s serial number: Go to Settings, About Phone, Status, get the any of the following, MEID, HEX, DEC, MSN, or IMEI. If you’re unable to access the phone, kindly remove the battery. Underneath the battery, you’ll be able to see the MEID, HEX, DEC, MSN, or IMEI. Please provide any of that.

If you do decide to send the unit in please visit the link below to enter your phone’s information before shipping it to us:



You will need to fill out an online service request form. Once registered, the site will generate an email repair instruction and our repair center address. Send only the phone with out any accessories. Please refer to that link for your online service request submission. Please provide the system version of the phone. Go to Settings, About Phone, System Version.

We hope that you find this information useful and we look forward to assisting you in the future.

For information about Motorola products and services, please visit us at http://www.motorola.com/

Thank you for contacting Motorola e-mail support.

Best Regards,


 Customer By Web Form (John)03/29/2012 09:38 PM

I sent my phone in because the screen on my new Razr Maxx mysteriously broke while in my pocket. My claim was denied from Motorola, but I still am unsure why the screen cracked. I’m not the only one either. I posted on my blog about it and every day others are coming forward with similar stories. I think the gorilla glass is defective. Here is the post:


I want to know what Motorola has to say about this as the amount of customers with similar problems increases.





Apr 2

to Motorola

I will turn it in, but what assurance do I have that you will fix it?  I sent it in once already.  Please give me the details about what to do next.




Then I made the post here and waited a while. I had a hunch there were more like me and when there wasn’t’ a decent page about it yet, I made one. After 50 comments that were very similar, I decided to move forward and try again. I sent it in and received notice again that they wouldn’t fix it. I called the next day and spoke with their support staff. I stayed calm the entire time and didn’t raise my voice once (Yelling at anyone probably won’t make things go better for you, no matter how right you may be). So anyway, I spoke to the support staff and they reiterated many times that they don’t fix phones for physical damage, I insisted that the phones had a problem and spoke about one comment in particular that a said the Gorilla Glass might be defective. I mentioned this post again, and they said basically they were sorry, but they couldn’t believe the post and comments credibility. Anyone could have whipped it up. Granted, I have all commentators IP addresses and emails, which if they are legitimate, could bring all of you into the argument. I would only give a lawyer the information in the event of a lawsuit, but rest assured it would only be used to to protect consumer (our) rights.

Right when I thought I would fail, they said they would fix it as a customer service and I got the physical damage spiel again. I put the brakes on %100 and just said OK to get through the process faster. I had won the battle, and hopefully, together, we can win the war. The phone came while I was away, and I got it yesterday. I’m going to fire it up within the next few days. I’m hesitant to use it because I am worried that it will happen again and I’ll be falling further into this racket. I’ll fire back if it does.

Please keep commenting and letting me know how you fair with this process, and if you are a lawyer willing to take the case up for people. Thanks.

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