Expert: Roberto Serrano - 7/10/2008

Question
QUESTION: I own a motorola ic602 buzz phone purchased new from nextel in April 08. After 35 days ...the phone stopped working. Took it to service center who of course claimed there was water damage.  While this was the least likely possibility, after much ado at the store service center they did replace the phone. I am not sure if its a new unit or not but not likely though was in fine condition.  Now again 30 more days later- phone shut down in middle of call and will not turn on again. Brought it to nextel store and they could not determine the problem- essentially.. its dead. will not turn on at all. I am in landscpaing/construction so I purchased this phone to replace the older 580.. ( yellow durable shock phone)....  the 602 is billed as the durable phone so I expected it to perform the same but sadly it has not.
Any advice??? ( no... I do not have the service contract!)....

ANSWER: Hello Andrew,

On the back end of your phone after you remove the battery and the battery cover your phone has a circular sticker or square sticker when the phone is brand new the sticker color should be white when the phone has any type of damage from water, humidity, condensation, sweat, or simply perspiration the white sticker changes from white to pink to red that is where they get the water damage from. When the sticker changes to any color other than white it voids out the warranty and you must go through the insurance company if you have any insurance on your phone. When the insurance company or warranty company issues you a cell phone the odds are you were issued a refurbished phone. Your warranty starts from the original date when you purchased your phone and your warranty is for one year from that date and does not carry over to any other phone you are issued. If you are content with your service provider and are in need of a new phone I would suggest to extend your contract and get another phone, please do not forget to add insurance on your phone through your wireless provider. I would also suggest a protective casing for your phone to protect it from any type of water contamination. Here are links to two rugged phones that may be a better fit for you. Please do not forget to add insurance. Another option for you is to purchase the phone outright without any contract extention, wether it would be to purchase the phone on ebay or from a retail store. Another suggestion is to verify if the phone is still under warranty if it is speak to a manager tell them that you have had this phone replaced and it has been nothing but complain after complain and that you are tired of this phone and want your phone replaced for a different model at no expense to you without extending your contract or you will leave to another carrier. I hope that I have been of help to you if you have any further questions please do not hesitate to ask. Thank you for your question.

http://nextelonline.nextel.com/NASApp/onlinestore/en/Action/DisplayPhones?phoneS

http://nextelonline.nextel.com/NASApp/onlinestore/en/Action/DisplayPhones?phoneS



---------- FOLLOW-UP ----------

QUESTION: Thank you for the advice- I opened the phone and cannot locate the sticker. There are TWO approx 1 inch stickers with a variety of serial numbers and bar codes on them but no other smaller sticker...I looked inside under the battery. Could it be elsewhere?
I do have the manual for this phone and may be able to return it to Motorola for repair or refund, but not confident that I will get it back if I mail it away.....
Is it unusual that a phone with this little amount of usage  would just shut off during a conversation and then not even power on again at all? Could it have over heated?  There is absolutely no indication looking at it that something could be wrong..


Answer
Hello Andrew,

It could be that the spot on this phone is hidden due to the fact that this phone was made rugged for Nextel use. Do you see any small whole on the back of the phone with a white dot behind it it could be that they intentionally made the water mark smaller. It could be that the battery is just bad I do not think the phone was sent to you without passing inspection, as far as a phone being able to overheat I have heard of phones getting hot while in use but not overheatting and shutting down. I would go to a Nextel store and have them test out the phone with a new battery and see if that gets your phone going again. Since you are not under contract though be ready for them to throw you there sales pitches left and right. If your phone turns on you can either contact Nextel or Motorola they should warranty your battery as well or you can purchase a new battery. If with the new battery the phone is still not able to turn on I would think you have been sent a refurbished phone that was not fixed properly possibly overlooked in inspection. I hope that I have been of help to you if you have any further questions please do not hesitate to ask. Thank you for your question.