How to Identify Device Damage

If your current device is under warranty and has a manufacturing defect:

However, if the device you returned has no manufacturing defect but is damaged instead, then the device:

  • Isn't covered under warranty.
  • Isn't eligible for a Certified Like-New Replacement (CLNR).
  • Can't be returned to you and your account is charged for the replacement device we sent. This "Damaged Device Fee" could be as much as the replacement device's retail price.

If your device has the kind of damage described in this guide, you have other options for getting a replacement device while avoiding a Damaged Device Fee:

  • Check the My Verizon webiste or app to see if your device is eligible for an upgrade.
  • Replace your device through your device protection if you have it.

If neither of the above options applies, you can:

Damage that Makes a Device Ineligible for a Warranty Replacement

    Physical Damage

    Check the device's housing and buttons for:

    • Cracks
    • Scratches
    • Separation between the halves
    • Keys, buttons or lenses missing
    • Warping or bending
    Display Damage

    Check the device's display screen for:

    • Cracks
    • Lines
    • Pixel deformities
    • Punctures
    • Scratches
    • Oily splotches
    • Bleeding
    Port Damage

    Check the device's charging, headset, memory card, SIM card and USB ports for:

    • Debris or corrosion (white, chalky appearance or dull metal that should be shiny)
    • Bent pins or bent housing
    • Loose or wiggling ports
    Hardware and Cosmetic Modifications

    A modification is any physical change to the device that wasn't made by the manufacturer or an authorized agent.

    Modifications include:

    • Bezels (cases), i.e., the case is opened and the original bezel is removed
    • Non-factory device color
    • Non-removable battery panel or back panel. (Doesn't include panels that can be removed for battery access)
    • Replaced device screens
    • After-market decorations (or accessories such as car mount parts) permanently affixed to the device 

     

    Liquid Damage

    Check the device for:

    • Corrosion or discoloration on the charging, headset, SIM or memory ports
    • Moisture under the screen
    • Fog or droplets under the camera lenses
    • Exposure to significant liquid contact (the Liquid Detection Indicator [LDI] is activated or missing)
    Liquid Contact & Liquid Detection Indicators

    Most smartphones have indicators called LDIs or Liquid Contact Indicators (LCIs). These indicators turn red when they're activated by liquid contact. If the LDI or LCI is activated, the device isn’t eligible for warranty replacement.

    Androids

    • Removable Batteries: If the device's battery is removable, remove the battery to find the LDI and check to see if it's activated. 
    • SIM or SD card trays: If the device's battery isn't removable, open the SIM or SD card port to find the LDI and check to see if it's activated.

    Apple

    Remove the SIM card tray to find the LCI and check if it's activated.  

Apple and iPhone are registered trademarks of Apple Inc. DROID is a trademark of Lucasfilm, Ltd. and its related companies. Used under license.

 

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