Re: The FCC and your 8.1 Cyan Update

Not applicable

Verizon can take as long as it wants. This is what you and others cannot seem to understand.

In fact if by the time cyan is pushed out, you will be behind again. And say another one called checkers is out and now you are three update behind. Denim is next up?

I told you to wait and be patient not Verizon wireless. Again I am only a customer not an employee.

Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

Really, are you going to play the dictionary game now.  Come on man!  You know what he was saying.  Microsoft will work with the carriers to assist them in their testing, but if Microsoft really wants their device updated and Verizon refuses to update it, Microsoft will drag Verizon into court in a heartbeat.

Re: The FCC and your 8.1 Cyan Update

rcschnoor
Sr. Leader

rednibkram wrote:

Verizon has been provided the update by Microsoft and they are taking entirely too long to test it.

This is only an opinion, one which Verizon seems to disagree with.

Re: The FCC and your 8.1 Cyan Update

Not applicable

Microsoft has no grounds for legal action. The device as it at time of sale was a working device with a stable OS.

One time Microsoft would be hard pressed to get any legal action started.

Verizon does not even have to carry the Windows Phones. Lets see they no longer carry and support the Windows Phones (Like T-Mobile has done) and guess what....Microsoft doesn't have a legal leg to stand on.

It is just an enhancement not the end of the world.

Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

And again, it's not about the enhancement.  Its about customer service satisfaction.  Why are you so hard pressed to express that Verizon is faultless in promoting customer dissatisfaction?

OK, so lets say that Verizon has Microsoft in a bind, that they can delay the update as long as they want.  That they can use this delay to promote another device they wish and are well within their rights to do so.  Let's say none of us have a leg to stand on because Verizon is in full control of all of this.  Does this make it right?  Is this the moral compass we want in our society today?  Might makes right?  What I say goes?  "Let them eat cake"?

Where is the customer satisfaction in disregarding your customers?  Where is the compassion for their complaints when you belittle them?  And, personally, where is your compassion for your fellow customers here on Verizon when you so blatantly disregard the issues and make excuses for Verizon, instead of assisting in attempting to "request" Verizon make minor changes in their testing process to speed it up?  Is that your personality, to make excuses and allow things to stay the same, or to join the masses and attempt to "request" Verizon make a few changes.

We are not asking for the world here, we are only asking Verizon examine their testing process and make a few changes to speed it up.  What is so horrific about that?

Re: The FCC and your 8.1 Cyan Update

Not applicable

We are not asking for the world here, we are only asking Verizon examine their testing process and make a few changes to speed it up.  What is so horrific about that?

I am not unsympathetic to your cause. Because this affects other OS on many other devices.

What I am trying to convey that you can complain that is your right I however know that some things in life just doesn't happen or go the way we want it to. You can keep complaining and feel that this is customer disservice, or you can take a wait and see attitude and when it comes be happy that the device received any update.

What is so much a hurry for an update that was not on the phone originally?

And then say you get the updates faster and the device is working screwy? Do you now come back here as posters on AT&T are now doing and blame the carrier for the malfunctions others are complaining about?

I personally and not in any way speaking for any company or other person just don't care if my device ever gets any updates.

Lets say the device makers decided that no updates are given for a previously purchased device, and that if you want that newer updated device you shell out the cash for it, are you now going to be sending complaints to these companies because your device does not have a better camera, a better FM radio, a better GUI, a better storage capacity, and on and on?

In fact of reality this could and does take place. It happened to one of my cell phones and it happened to my older iPad from Apple. what is a person to do? I just went and bought a new cell phone (Apple iOS device) and a new iPad with retina display. Yes it was more money but I know my threatening the companies would be for naught.

Both the phone and older iPad work (still do) but no neat add on or stability upgrades. But I know its pure profits that these companies are striving for. In some cases the devices cannot handle the updates lacking components.

But I am thankful for what I have, not for what can be. If it comes it comes and I will benefit.

But I in no way believe I am entitled to those updates.

We just reason differently, nothing wrong in that.

0 Likes

Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

"What is so much a hurry for an update that was not on the phone originally?

And then say you get the update faster and the devie is working screwy?  Do you now come back here as posters on AT&T are now doing and blame the carrier for the malfunctions other are complaining about?"

To answer your first question, the whole reason I purchased the device in the first place is because I was told (right or wrong) by a Verizon salesperson that the Lumia Icon would receive the Windows Phone 8.1 and Cyan firmware update.  Now, maybe it's foolish to put faith in a salesperson, but that salesperson is not the only place these "update promises" were made.  Advertisements, articles, etc were all contributors.  Regardless, the "assumption" was that this device would receive the updates and therefore we customers purchased it based on that (mis)leading.

Now, in response to  your second statement:  The answer is, to an extent, yes!  I would come back and place some blame on Verizon.  Why?  Because Verizon placed themselves in the line of fire when they demanded the testing process.  If Verizon is supposed to be testing this software to ensure there is no problems before they approve it, then there should be no problems.  That is, afterall, the supposed purpose of the testing phase.  So, if Verizon gives the thumbs up on an update and there is a problem discovered, then yes, I will call Verizon and ask them why they did not catch this error and also "request" assistance in resolving the issue either with Verizon's help or from the manufacturer with Verizon assistance.  Why wouldn't I?  Would I say the actual device problem is their fault?  Of course not, but if they are demanding the testing of the device to ensure proficiency, then why shouldn't I expect proficiency?  Otherwise, what is the purpose of the testing phase?

If I were selling you four new Firestone tires on your car and you entrust me to inspected those tires before I placed them on your car to ensure there are no defects in the tire.  Wouldn't you expect me to find a defect before I placed them on your car?  Especially if I told you that is what I would do before placing them on your car.  True there could be a "hidden" defect, but regardless, when the defect is discovered, whom would you call first about the defect, Firestone or me?  By my inspecting/testing (and selling you) the tires, I wouldn't expect you to call anyone but me first.  That is part of being in the merchandise business.  And another part of that business is to assist you if you do have a problem.  That's called "customer service."

Now could I deflect the call to Firestone?  Of course, just as Verizon could deflect the calls to a manufacturer.  No inspection is ever going to be 100% perfect.  They could test an update for years and still not find 100% of the defects that could emerge.  But when you place your company in the direct path of these updates, you can't complain when customers point a finger at you for experiencing defects that they have entrusted you to detect.  You accept that you missed an error, try to assist and then, if necessary, point the customer in the right direction for assistance.  But, you surely don't complain about customer complaints.  Dealing with issues like this is part of a customer service representatives job.  It's what they are paid for.  Surely I have simpathy for them as many people can be outright rude, but at the same time, they have an opportunity to reduce the complaints by adjusting their attitudes towards the update process.  Make the process shorter and work closely with the manufacturers for additional support should errors arise to have those discovered issues corrected quickly.

I don't mean to sound heartless against Verizon tech support personnel.  I do have respect for the hard work they do.  However, I don't expect them to be heartless towards me and my desires either.  You get out of a company and it's customers what you put into it.  Respect flows both ways.

Re: The FCC and your 8.1 Cyan Update

Not applicable

Like I said I don't totally disagree with you. However if Verizon by default or via fault in the testing more than likely does not test everything.

The device makers and OS developer makes code, makes changes and then prays it will operate at minimal standards on the different carriers.

The Bluetooth or the USB or the other components are not really Verizon concerns. Personally I have never read what just is tested.

But more than likely not any problems with screen freeze up (GUI) or sound or WiFi connectivity or Bluetooth or NFC and I am sure the list can go on. Or the head phone jack not working or the charging port no longer holding a charge (battery). I cannot see any carrier checking those situations. So what is left?

That would be a question I would like answered if carrier testing is so important.

And again Apple devices have these issues ( data leak, screen won't turn on, WiFi disabled, messaging not going out/in, contacts missing, device ringer no longer working, etc. etc. etc.)

Verizon has nothing to do with what Apple updates in their iOS, yet look again as I said the posts blaming Verizon for all the ills of the iOS update.

I suspect Windows Phones are just as quirky and yet unless we know what was tested, why would Verizon outside of security concerns actually be liable for OS updates that render the devices inoperable?

Too many questions to blame the carriers. I personally would like all updates to come directly from the device makers and if there is/are any device failures then Verizon should simply say "Take it up with the devices manufacturers or OS developers" (Apple, Google, Blackberry or Microsoft)

Then watch the yelling and threats posted here. Direct blame for no involvement. Just like with Apple complaints here right now.

Lets just say the carriers test for cellular radio use, or interference with or on the network only. Again not directly responsible for any other issues.

Maybe someone can actually say what cell carriers test for. That would be helpful.

Until then we are just going to disagree on what service we are entitled to.

That is the American way, agree to disagree!

Re: The FCC and your 8.1 Cyan Update

rednibkram
Sr. Member

OK, so we agree that Verizon cannot test for "everything."  Yes, there could be problems associated with any device that is the fault of the manufacturer.  But, again, I say, Verizon is the one that placed themselves in the direct line between the customer and the manufacturer.  It is their decision to do so, so they can't expect not to be in the line of complaints when something doesn't work.  Regardless of the reason, if Verizon doesn't want the complaints, then they should get out of the way of the updates and point the finger at the manufacturer when something is broken.  If I have a problem with my HP laptop and something goes wrong with the screen, I'm surely not calling my ISP about it because my ISP doesn't demand to be in between me and HP for firmware updates.  If I have a problem with Windows OS, I'm calling Microsoft, not my ISP.   

Re: The FCC and your 8.1 Cyan Update

Not applicable

All of which makes sense.

But Verizon in the middle is not really accurate. They are protecting their networks. All carriers do the same. And they do have a Customer Agreement resolving them of any liability for such anything. (Could not think of a funny word here)

0 Likes