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Samsung S5 - Lollipop Issues - Verizon won't admit issues or help!!

Verizon,

I've been a LONG TIME, loyal customer. I encouraged my aunt, uncle their entire family to join Verizon years ago. I have enrolled my parents in Verizon service too! Still - that is going to end unless SOMEONE will take OWNERSHIP of this issue, agree there is an issue and MAKE IT RIGHT!!

I began having issues with the new system update about two weeks ago. I called Verizon Customer Service, spoke to a man he said he's not aware of any issues but that to fix it I should update my phone or reset it to be safe. I don't know how to do that so he said go to the store and they will help! So this past Friday (5/15) to the store I go. Not even three feet in the door and the two Verizon employees waiting there guess why I was there. I said, "Since my update i've been having issues, texts are slow like 30 min slow to come in, batter is drained, everything is slow and not working right" he said "yeah, we figured, you're the 30th or 40th person today alone with this issue" To my surprise he continued to say that it's a known issue with Verizon customers and they don't expect a fix for at least two months as all of the other carriers (AT&T, T MObile, Sprint etc) will be updated first as they go smallest to largest carriers. He said they are aware of it and can only reset the phone, or order a new one. BUT, BUT Being the key word, he couldn't guarantee that the new phone had the old or new software on it and I would have to "WAIT AND SEE" !!! Wait and see...is that any way to run a customer service issue! Wait and See!!! Gosh!

So, he orders the phone, then tells me that it will be a refurbished phone and may have some flaws. WAIT...WHAT! I bought my BRAND NEW SAMSUNG S5 from my OWN MONEY!! I would expect to get a new phone as this is a VERIZON ISSUE. I didn't drop it in the toilet or run it over, however at this rate that may improve it!!! Fine, what's my alternative - order me the phone. Hasn't arrived yet!!!

So, to my next issue....tonight as i went down stairs to do laundry, come back up and see my phone restarted and says it's updating system XX file of XXX. Hum, interesting! Maybe it's a fix! But it's NOT....no it's not! My phone is wiped clean!!!! NO CONTACTS, NO PHOTOS, NO EMAIL, NO APPS etc!! and lo and behold...it's still SLOW! Still has issues!!! I use my phone for my job, for my life, for my family! Without it...I HAVE NO CONTACTS!!

UNLESS VERIZON WANTS TO PAY MY LOST WAGES THIS NEEDS TO BE FIXED AND SOON!!!

After, this - my own customer service skills (I am a manager and responsible for a team who carries out customer service each day....we strive to make each interaction a good one and want to have customers come back to us...so we take ownership of a problem and if it was OUR error we MAKE IT RIGHT!!)).....anyway...after this i said lets call and see what happened. Lo and Behold customer service is closed!! SO i look on line, try to find an email address or chat!! Wouldn't you know that the chat feature is disabled for all other issues EXCEPT NEW SALES!!! Wow!!! So get new customers but say screw it to your existing ones!! I chatted with a "Jordan" who said, "Well according to me, customer service is open for 2 more hours" Well that's good Jordan, did you bother to look and see where I WAS LOCATED??

Anyway, so he said he can't help and i need to call. Okay lets do that, wait I can't - your not open!!! GRRR>....

Above all - My software was updated BY VERIZON. I don't care if it's done by android, or samsung. I don't pay them monthly. I pay VERIZON Monthly. YOU NEED TO MAKE IT RIGHT. Fix it, send me a new phone or AT&T will buy out my contract with you, and I will Gladly get a new phone with them at no cost!!

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Re: Samsung S5 - Lollipop Issues - Verizon won't admit issues or help!!

bizzareone
Sr. Member

This subject has been gone over many times already. First off sorry that you are having issues after the manufacture updated their software.

You are correct, you pay verizon for a service. Can you make/receive calls, text and get on the intenet? Then Verizon has done its job in providing the service you pay for. Verizon provided the update as per their agreement with the manufactures but did not MAKE the update.

If you are having issues with the phone since the update then you can get a manufactures warranty replacement provided by either Verizon or the manufacture of the device for free.

Re: Samsung S5 - Lollipop Issues - Verizon won't admit issues or help!!

TheNatural
Novice

Yes, you bought a brand new phone on "contract." As you send your phone in to Verizon it is NOT brand new anymore. For someone like yourself who works in customer service.....how do you expect a service provider to replace the phone with a NEW one? That's not going to fix anything anyway. Every single carrier out there, and I mean every one.... will always send your out a "like-new replacement." Think about the all the dummies that call in everyday who think their phone is defective and want a replacement, if everyone got a NEW replacement the cost of the device and your phone bill would be so much higher. No carrier and manufacturer can operate in such a function. Plus this is NOT a Verizon issue, they don't guarantee software to work perfectly and that you won't run into negative experiences. Verizon submits feedback back to Samsung and as they are the one's that develop the software....they push out the updates and fixes not Verizon.

Plus its you're responsibility as the smartphone owner to back up your own personal information if it truly is your life. No offense, I understand where you're coming from but bizzareone is right too. Do you have any type of backup via Google or Verizon Cloud?

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Re: Samsung S5 - Lollipop Issues - Verizon won't admit issues or help!!

jgraves1107
Member

That solves nothing!  Lollipop is the issue and Verizon needs to answer people.  Both phones we have are doing it.  A new phone will not fix this issue.

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Re: Samsung S5 - Lollipop Issues - Verizon won't admit issues or help!!

lisacousineau
Member

My bluetooth problem was completely solved by getting rid of Lollipop, and going back to previous version of the software. I am not going to update until I am completely sure that Toyota Entune is compatible. Until then, I was extremely satisfied with help Verizon provided.

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Re: Samsung S5 - Lollipop Issues - Verizon won't admit issues or help!!

bizzareone
Sr. Member

AAAAANNNND you just voided your warranty. By "rooting" the phone in order to go back to Kit-Kat OS the manufacture warranty is now void.

Once again Verizon does not own, program, nor is responsible for the operating system of the devices. Verizon, as well as AT&T, t-Mobile, Sprint are all wireless service providers....nothing more.

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