Re: The FCC and your 8.1 Cyan Update

MadDogFL62
Novice

<< Duplicate post.  See Re: Windows Phone DAY at Verizon 8/19/14 >>

Post edited by: Verizon Moderator

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Re: The FCC and your 8.1 Cyan Update

MadDogFL62
Novice

Update.

Verizon called about FCC claim.  I did not call back.

Verizon sent email about FCC claim.  I returned the email, copied myself, and told them that unless they had a crystal clear explanation about how there were going to handle these WP update delays that we have been experiencing for 3 years now, that they needed to keep my claim open and that I wanted mediation with the FCC.  (The FCC told me over the phone that it is up to Verizon to tell them that I requested the claim to stay open.  I am anxious to see if they do.)

Verizon has tried to contact me again by phone using some cowardly "restricted" phone number that I refuse to answer.  I don't need any Verizon lip service and I am most certainly going to make sure that someone from the FCC is on the line if options, alternatives, resolutions - or "whatever" are to be communicated.  I expect to hear from Verizon again in writing this week, or I am going to take the copy of my first Verizon email and fax it over to the FCC following the procedures listed at the beginning of this post/thread.

So far, so good.  I have a small amount of paper backup.  Confirmation from the FCC regarding my complaint and a brief email thread with Verizon telling them that I am unhappy with their response and that I expected them to report the claim as still open.  I am anxious to see what Verizon will do because they clearly did not like hearing that I wanted the claim left open.  And if they don't communicate to me in writing soon - I am going to be even more interested to see what the FCC has to say about my request when I write them.  I figure that, from there, I will either get some mediation, the FCC will talk to Verizon directly about the situation, or I will be sending my paperwork over to Pam Bondi's Staff to see what they suggest.

Re: The FCC and your 8.1 Cyan Update

grafixguy
Novice

First off, I too want these updates and I am in no way defending Verizon, but for the love god, why are you still a VZW customer? They're not a monopoly.

Every customer knows they're going to be last to roll out updates. I wouldn't even think to start bitching about it until the other carriers are done rolling it out and they're not even close to doing so.

At least with WP we have the developer preview, which right now, is at the exact same build as any public releases and no, it won't void a warranty. With Android, you'd either have to wait forever or root the phone.

Re: The FCC and your 8.1 Cyan Update

nemz
Member

     I'm sorry to say MadDog, this is one you should just let go.  By the sounds of it, the FCC is trying to make Verizon deal with you because they can't.  Like you said, "The FCC said that all complaints are considered "real" and that all are assigned to FCC Agents."  This is very true, but it's another way of saying "no matter how stupid the complaint, we have to treat it as legitimate."  I could file a complaint saying that my phone rang too loud and caused me to cut myself shaving and I could get the same response.  They are required to work with you to find a solution, but that doesn't mean it will end up with any action against Verizon.  From what you've given us, the FCC has given you the generic reply and asked if you were satisfied.  Because you weren't satisfied, they are required to bring it to Verizon's attention.  Now Verizon is calling you from a restricted number because they are hoping you just won't pick up so after the third try they can just write in the report "called the customer several times, no response." I'm pretty sure that since you've escalated this complaint so far, VZW is just going to give you a generic response but offer a way out of your contract if you're still not satisfied.  Eventually if you keep telling the FCC you're not satisfied, they will tell you it's out of their hands and they tried to help you every way that they could.  The only thing this achieves is wasting taxpayer dollars to have government workers spend time on this.

     I'm not trying to troll your posts or be an (removed) here, but it's issues like this that we can't be wasting government resources on.  We are not entitled to an update just because we want it.  VZW never promised it and it is not critical to our service.  I'm not on Verizon's side either.  The only reason I'm still with them is because of my unlimited data.  As soon as they take that away I'm jumping ship.  I'm upset that we haven't got the update yet but I'm still hopeful that they are going to release it.  Be thankful that you will get the update because you are not entitled to it.

>> Edited to comply with the Verizon Wireless Terms of Service <<

Edited by:  Verizon Moderator

Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

It is people like you that post this nonsense that allow Verizon to keep delaying our updates.  MadDogFL is trying to do something to help us receive these updates faster.  Anything is better than nothing.  And also, let me assure you of one thing you definitely got wrong.  Verizon DOES have to release any update that the manufacturer releases unless they can prove it causes damage to their network.  Verizon cannot change code on a manufacturer update and can only test the update on their network to ensure it does not create problems on their network.  If no problems are discovered, they are legally bound to release the software update.  Otherwise, Microsoft (or any other manufacturer) would have a legal claim for damages (possibly sales) against Verizon.  I have already spoken to Microsoft executives regarding my FCC complaint, and Microsoft is currently working with the FCC to gather information regarding my claim.  The Microsoft executive that I spoke with agrees that "7 weeks is quite a lengthy time to be 'testing' a firmware update."  He said he will also try to reach Verizon Executive office to discuss the delay.

I might only be getting lip service from Verizon, Microsoft and even the FCC, but it's these kinds of posts and these kinds of actions that let Verizon know we are NOT happy with the update process and they really need to make changes.  When you guys get on here and make excuses and defend Verizon, you are NOT helping ALL of us get these updates faster.  In doing so, you are either not very smart or a Verizon employee posing as a poster.  Despite the excuses and defensive comments, we PAYING CUSTOMERS are not happy with the delays in updates at Verizon Wireless.  And another thing, you commenters keep saying "if you are not happy, switch to another carrier."  Well what if 90% of the customers who are dissatisfied with Verizon's update practices decide to switch.  Where would Verizon be then?  Maybe I'll start a campaign....

Re: The FCC and your 8.1 Cyan Update

Not applicable

You seem to be confused yet again

Produce the law or mandate that states verizon wireless or any carrier must support any device it sells.

They do not have to push out any updates if they do not desire to.

If verizon does assist in getting a device update it is done solely as a curtesy to the customers.

The device you bought be it from Verizon or Best Buy or Walmart or any retailer functioned on the day you purchased it.

Verizon sells a connection to the cellular and data network. That is it period.

The device worked without any update and will continue to work without one now.

The FCC and Microsoft and any other place you complain to cannot force verizon to give you any update.

You just have to wait and see what happens.

Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

Once again, it is YOU that is confused.

Directly from Microsoft -

http://blogs.windows.com/bloggingwindows/2011/03/10/phone-updates-process-and-timing/

Clearly states:

"There's one more thing I want to clear up.  I've seen a lot of speculation on blogs and forums lately about whether carriers can "block" an update.  We work closely with carriers to test and schedule updates.  They may ask us for a specific date to start an update.  They may ask for updates to be bundled together.  But you should ultimately receive all the updates we send out."

Carriers CANNOT block updates!  They can test them with (or without) assistance from Microsoft, but they must ultimately send out the update!

Re: The FCC and your 8.1 Cyan Update

rcschnoor
Sr. Leader

rednibkram wrote:

"There's one more thing I want to clear up.  I've seen a lot of speculation on blogs and forums lately about whether carriers can "block" an update.  We work closely with carriers to test and schedule updates.  They may ask us for a specific date to start an update.  They may ask for updates to be bundled together.  But you should ultimately receive all the updates we send out."

As soon as they pass testing, of course.

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Re: The FCC and your 8.1 Cyan Update

Not applicable

But you should ultimately receive all the updates we send out."



The word is Ultimately not guaranteed. No device maker nor government agency can force any carrier to update your device.


Maybe I should post a web site and say the same as Microsoft said in their reply. It would be just a meaningless as what Microsoft  told you.



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Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

Exactly, which has been my point all along.  Elector, and others just don't seem to want to grasp this fact.  Verizon has been provided the update by Microsoft and they are taking entirely too long to test it.  Whatever the reason, I don't care.  Verizon should want to satisfy their customers by doing whatever they can to speed up the "testing" phase.  Simply telling paying customers to "wait, be patient and you'll get it when you get it" is not good customer service.  In fact, it's outright rude!  Denying that they even "have to provide the update" is factually wrong.  And criticizing paying customers for rightfully complaining about the delay is just plain stupid and mean!