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When are you going to fix the problem Verizon?

jrshamory
Member

08.2015

Phone #3

Issue with phone locking up or randomly rebooting for no reason.  Battery was swollen to the point where cover would not go back on.  Phone would get hot around the top of the phone where the processor is located.  Sent a replacement phone to me.

11.06.2015

New phone also reboots and stops responding randomly.  Called Verizon.  Told Verizon my concern of being sent another phone of the same brand / model because it would be the 4th or 5th one of them that I had.  

11.09.2015

Phone #4

Received "New" phone.  Phone would not restore my settings like it should.  Called Verizon.  Had to repeatedly correct the person on the other end who kept saying that I was having a problem backing up the phone.  Once again I told the person of my concern about being sent another phone of the same brand / model.  Once again I was told that that was all they would do other than possibly moving my "upgrade date" up and allowing me to pay money to get a phone that might actually work.  I informed the person that I expected a credit on the bill because the phone was basically useless to me while waiting for yet another replacement.  Supposedly that is going to happen….

11.10.2015

Phone #5

3:45 pm - Received another "New" phone (It was waiting for me when I got home from picking up the girls at school).  Phone did load the restore so all my settings and items were brought in which is a plus……

11.10.2015

8:39 pm - Phone got hot and froze for 2 and 1/2 minutes.  The only thing that I was trying to do at the time was send a text so it should not have been to much for the phone to handle.  It did not reboot which I guess is a plus…..

11.11.2015

4:46 am - Phone got hot and rebooted by itself.  At the time I was trying to arrange the tiles on the start screen.  Automatic updating is turned on BUT it is set to do any rebooting at 3:00 am so it was NOT a factor….

11.11.2015

8:37 am - Received phone call person could hear me fine but they sounded like a severely distorted computer voice - switched to speaker phone and problem went away - switched back and the problem was there again.

11.11.2015

9:00 am - Cortana no longer has any sound.  I have tried turning it off which required a restart and then I turned it back on.  Settings are to read text messages but nothing…

11.11.2015

7:48 pm - While trying to still trouble shoot why Cortana isn't working I noticed that my brightness level said it was set to low even though it is set on high…

11.11.15

8:29 pm - Called my wife and she said hello 4 times before I could hear her

11.11.15

9:00 pm - Went into office and phone would not connect to Wi-Fi for 5 minutes

11.12.15

6:11 pm - Outgoing call on speaker phone.  Call went through ringing clear as can be but when other end answered call became extremely distorted on my end.  Shut off speakerphone  and call was clear.

11.13.15

9:14 am - received a notification that I had a new voice mail but my phone never rang and did not acknowledge that it had received / missed a call period.

11.13.15

Called Verizon again.  Used company line so the call was recorded.  Went around the world again…..  Was made the offer to move my upgrade date but this time I could switch over to the next plan and I would get charged any more money but would still be buying a different phone.  The woman on the call told me that if the family decided to go with another carrier when the contract ended in April I could return the phone and not be done with the contract.  I asked her a couple of times and she repeated it.  I made one last check to make sure that was the case - this time she put me on hold and when she came back on said that they stopped doing that and I would have been screwed into having to pay almost 400.00 for the phone or would have to keep the service until it was up which would of course mean that I wouldn't have been able to leave Verizon if I wanted to.  She stated that she wouldn't want me to leave them but was unwilling to do anything to make the situation right.  I was left with no choice but to have them send me yet another one of the Samsung ATIV SE phones

11.16.15

Phone #6

Received another phone…..  Screen is cracked but I will have to load it, get the other one going back, and call them tomorrow. 

11.16.15

4:33 pm have started to do the restore process and have already seen the message about it taking to long 3 times.  This is going to stink - cracked and taking for ever to load. 

11.16.15

Took over 2 hours but phone finally loaded everything. 

11.17.15

2:00 pm Called Verizon about the damaged phone.  The guy on the other end is trying to see how he needs to put it in the system to get another one sent out.  Bad thing is this one from a software stand point was working fine.  It figures.

11.17.15

Ticket number that he created 2278514

11.18.15

Phone #7

New phone received.  Took about 1 1/2 hours to setup.

11.21.15

So far only a couple of minor problems.  Lost a call with almost completely full bars and got a text but didn't get any kind of notification.

11.24.15

10:50 AM Unfortunately the new phone froze completely after it received a text message.  I couldn't get it to do anything for 2 minutes.  I checked and there wasn't anything else open in the background when it happened.

11.30.15

Phone froze for 2 minutes.  Did not reboot but got very hot before it started responding again.

12.04.15

Phone froze while looking at a text message.  Got hot and rebooted.  7:32 am

12.04.15

11.57 Phone brightness level changed to auto instead of high like I had it.  The only thing that was happening at the time was I had received a message and unlocked the phone to see it

12.04.15

Verizon is replacing the phone AGAIN!  There is nothing else that they will do.  I told the guy flat out that We will probably be going with another company when the contract is up and it again didn't make any difference but he thanked me for being a valued customer since 2006.

12.07.15

Phone #8

Received "New" phone.  During the process of loading everything it asked if I wanted to restore my data just as it always does.  PROBLEM -- this phone only sees a backup done in May of 2014 and nothing else.  Boxed it back up and am calling in a moment.

12.07.15

Called Verizon the problem was immediately brushed off that it was a Microsoft problem and they connected me with a Microsoft person

12.07.15

Microsoft person after 5 minutes said she need to transfer me to someone else because it might be a software problem

12.07.15

On hold with Microsoft I was told that it would be 45 minutes.  Phone got disconnected after 10 minutes.

12.07.15

Called the Microsoft number back that the woman gave me and low and behold it was the wrong department.  The guy gave me another number to call.

12.07.15

Called the other number and talked to a person at Microsoft that could see the backup just fine on my account and even showed me how to see the last backup on my old phone.  Verizon called back when I was finishing up the call

12.07.15 5:18 pm

Lady at Verizon still insists that it is a software problem and not a hardware issue so now she is getting someone from Samsung on the line.  Now 5:28 and still on hold.

Verizon this time seems to be trying this time to make it someone else's problem so they don't have to replace the phone again.

12.07.15

Samsung person pretty much flat out tells the Verizon person that I am doing something wrong and my only option is to drive 45 minutes to a best buy where someone could look at it.  This was absolutely A: rude B: impossible to believe that something that isn't my problem was going to cost me not only money to drive there but a lot of my time to travel.  This was unacceptable.

12.07.15 6:08 pm

Lady at Verizon at the last minute (after being told I was not accepting the replacement she said she "wanted me to have a working phone" she was going to send out another phone.

12.08.15

Phone #9

Received another New phone.  Same thing as the other one.  Would not do the restore.  It has got to be because the phone wasn't updated to the most current software.  It was running Windows 8 and all my backups were done using Windows 8.1 with every update available.  I tried resetting the phone and running updates before logging into the Microsoft account and it let me run the updates BUT when I did log into my account it did not give me the option to restore my settings.  Verizon Backup Assistant would not even load so I couldn't even download my contacts.  Kept giving me an error to try again later.  I switched back to my other phone and am resetting the "New" phone so any data that may have actually been on it is gone.  It will be boxed back up tonight and will be sent back to them tomorrow.

12.08.15

Researched and found multiple discussions and complaints that Samsung didn't update their firmware properly but Verizon and Samsung gave the go ahead to update so Windows 8.1 is what is causing the issues.  Samsung has no intention of supporting the phone which is obvious when you search and see that it is the only Windows phone that is NOT able to update to Windows 10.  That and the lawsuit from Microsoft obviously did not end in their favor so they aren't going to bother with it.

12.09.15

Woman at Verizon was supposed to call me at 5:00 pm.  I have not heard from her at all.  Calling them now.  (6:29 pm)

12.09.15

Currently on hold.  Went through the cliff notes version of the ordeal and the woman on the line is looking through everything to see what can be done.  I have already informed her that replacing the phone with another one of the same thing obviously is not going to be a solution and that since Verizon only carries 3 Windows phones currently and the HTC is the only one that is comparable.  She just came back on the phone and I have to options either have another warranty replacement sent out or write a letter to another department that apparently does not take calls and MAYBE they will actually do something.  I am getting the information and then as I have been doing forwarding this log and all the recordings 

12.09.15

Verizon Wireless

Attention: Correspondence Team

P.O. Box 5029

Wallingford CT, 06492

12.09.15

Asked how long it takes them to answer.  She had no answer at all.  I have a feeling that nothing will become of it but I will overnight something to them.

I will give them until next Wednesday to respond to me by phone.

12.09.15

Mom and Dad are giving me the name of the person that actually helped them at Verizon and I am going to contact them.  Jan Repp Solutions specialist - 14139 towns center boulevard 46060.  317-770-9166 Extension 3

12.09.15

7:13 pm Calling her now.  She is not working this evening.  Jon is checking the schedule now.  She will be in 11:30 - 9:00

12.10.15

2:16 pm called again to see if I can talk to Jan now.  Spoke to her on the phone and even though she couldn't do anything immediately she was going to talk to her manager to see what they could do.  At this point that is more than what I am getting out of the online support.

12.10.15

7:22 am  Just had the phone do something new.  I set it down on my desk and it started to shut off then it started to reboot.  Instead of rebooting it came up to a screen with a lightning bolt next to a gear and then repeated that cycle for over 3 minutes.  I called in Michelle (my wife) to see what it was doing.  I had to take the battery out of it to get it to stop.  I put the battery back in and it did come back up.  I plugged it into my usb cable to connect it to my computer and it didn't go into charging mode like it should.  Took a minute or  two and then it finally registered as charging.

12.11.15

4.32 pm I haven't heard back from Jan Repp as of yet at this point I guess I will try to call her. 

12.11.15

4:36 pm I just got off the phone with her and she was going to go and talk to her boss to see if there was anything that they can do.  At this point I doubt it but If that is the case I will call the support people back and they can send a 9th phone after the reboot thing this morning.  I don't put much faith that I will get one that is updated enough to see my backup to restore but I will go from there if I have to go down that road.

12.11.15

7:08 pm Haven't heard anything back from Jan Repp yet.  She told me that she got off at 8:00 so I am going to try and call her again.

12.11.15

7:41 pm Called back again to talk to Jan Repp. Put on hold and waiting.

Told me the same thing -  that there isn't anything they can offer but to have me pay money and upgrade early.

12.11.15

Called Verizon again.  The guy on the phone at least is trying but with the same results.  After his question he says he is going to get me to tech support (which is who I thought I was talking to) and he says that they can make the call to send out a different phone.  866-892-7957 - Tech Support number.  Now talking to Sharon.  Giving me the same run around "Well we have plenty of them and it's our policy that when we warranty it has to be a the same phone if we have them."  Sending me another one of the same phones.   I have now been offered multiple times to lock me into another 2 year contract and that is the only way to get another phone other than this model.  This is unacceptable.  At this point I am going to call in each and every time the phone has an issue and a another replacement can be sent.  It will at least be funny that Verizon will spend more in shipping charges then what it would have cost to just simply send me the HTC M8 and be done with it

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Re: When are you going to fix the problem Verizon?

mama23dogs
Sr. Leader

The Ativ was a low budget phone brand new.  It seems the phone doesn't improve a bit with age.

IT seems you have been far more patient with the hunk of junk than most people would be - it has to go.

SO....lets talk options.  Just to explain straight up so you don't misunderstand how all cell carriers are doing business now.  They don't want to let you upgrade early.  They want all customers to buy their own phones at full cost and do provide a no interest loan if you want to use it.  In order to allow early upgrades with the device payment plan, you have  to turn in your current, working phone (I am imagining your scoff about now).  So that is out.   If you are on the More Everything plan, you may pay more using a 2 year upgrade.

IN my experience they don't give great deals without getting something out of it.

YOu can pick up a used phone on eBay.  I always buy mint condition 6 - 12 month old phones from eBay. There are other options for full price new phones.  The moto style pure edition, the Nexus 5x or the nexus 6 are all about  $350 +/-

If you prefer the windows phones, I admit I am clueless, but the HTC one M9 has dropoednij price.

It is always cheaper to buy your Verizon compatible phone elsewhere than buying from Verizon.

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Re: When are you going to fix the problem Verizon?

mama23dogs
Sr. Leader

LOL. HTC one M9 has dropped in price*

(thank you auto correct - not)

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Re: When are you going to fix the problem Verizon?

Customer Service Rep

jrshamory,


This is definitely not the experience that we would want for you or any of our customers. We always want you to have a working and more importantly a reliable device. Currently there have been no known issues that would note the same symptoms that you are experiencing with your device from Microsoft at this time. Based on this we can conclude that there would be a hardware defect and replacing the device within warranty would be recommended. We would honor and follow the same warranty policy as the manufacturer and would be able to replace the device with a certified like new phone of the same make and model. Given that these symptoms are not known issues it is very alarming that the same concerns would persist with the replacements. As you may have come to find out, the process can certainly take more time through the manufacturer and that is one reason we help to expedite this process, but it would still be an option. Outside of warranty the device could also be replaced with a spare, upgrade if eligible, or a new device can be purchased at full retail cost.


AdamG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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