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Old 11-23-2009, 10:15 AM   #1 (permalink)
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My wife and I both got Tours during the first few weeks they came out.
The guy at the Verizon store was very helpful, to the point that my wife wrote a letter to his manager complimenting him.

I've been having the trackball problems on and off, but it hasn't acted up lately. When I commented on it to my wife last week, she told me that her trackball has always had problems. "Why didn't you tell me?!" I asked. We don't have the newer phones with the green label on the boxes, and had been told over the phone by Verizon's tech help to change the trackball sensitivity, which did nothing.

Yesterday, I went to the same Verizon store, and found the sales rep who had helped us back in August. I showed him my phone, and he just said "Trackball?", to which I said yes, and my wife's phone too.

He told someone to have two new phones sent to us, and to bring them in when we get them in the mail on Tuesday (2-day delivery), and they'll swap everything over. I signed a shipping authorization form for two new phones, at $0, and was on my way.

Can it be that easy?...
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Old 11-23-2009, 10:20 AM   #2 (permalink)
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It could be, good luck.
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Old 11-23-2009, 10:36 AM   #3 (permalink)
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Wirelessly posted (8820)

Sometimes it is that easy.
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Old 11-23-2009, 11:26 AM   #4 (permalink)
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Mine was easier. They replaced mine on the spot.
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Old 11-23-2009, 11:37 AM   #5 (permalink)
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If the sales rep knows what he/she's doing, then yes. It should always be that easy. Trackballs aren't usually covered under warranty tho. Trackball issues are usually considered "wear and tear"... so good job on getting it replaced!
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Old 11-25-2009, 06:24 AM   #6 (permalink)
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I normally just call customer service (*611), they give you a tech and they'll FedEx you a new phone and you return the old one with the enclosed shipping label.
Yes, it's that simple.
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