first experience with VZW customer service... awful!
like many others, i have been trying to get a replacement S2 with the updated hardware code through VZW since i am still having bottom button issues with my release day device. after going to three stores to ask in person, i found no one had them in stock. however, a manager was nice enough to offer to order one for me through their system. she understood the situation, and agreed to get a new device shipped out ASAP.
3 days later (today), i received my "certified like-new replacement" only to see a test date of 1/21/10 on the side of the box and a hardware code of KA9, meaning it does not have the updated hardware. no problem, i thought to myself... i'll call the tauted VZ customer support that i've heard so much about and they'll sort this out. here's where the problem begins... upon answering the phone, the tech guy knew nothing of the problem(not surprising), but he actually sounded angry when i told him that i knew for a fact it was in their system. he tried to convince me it was not while searching for it but once he found it, acknowledged my issue and simply said "nothing i can do about it bud, i can't control what the warehouse sends you, you get what you get." i then asked him if there was any way i could just send the replacement phone back for another in hopes that it would be an updated version to which he said "no, send that one back or send your old one back. i will not make the warehouse continue to ship you phones until you find one you like."
WHAT IS THIS ABOUT?!? i have read about people in other threads receiving 4 and 5 handsets before they got an updated one and he just straight up tells me NO? i guess i will be heading across town to the store to do something about it because at least the lady there was helpful and understanding!8330 -> 9530 -> 9550 -> DROID
- 03-15-2010, 03:34 PM #5
VZW used to be really good but I guess JD Power and Associates recent findings are starting to show the dissatisfaction of VZW customers.
I have one that says KA9 on the device and am tempted to take it back to the store and get the updated device because I'm starting to have an issue with the screen down by the call, end, back, and BB buttons. Some times they respond and sometimes they don't.
I'm guessing that's what everyone was talking about with the screen. My only issue is this:
1. I put a full-Otterbox on it, including the screen protector and don't know if it will come off and I can reuse it. However, I believe that if I contacted OtterBox, they'll send me a new screen protector.
2. Last time I took my phone into a VZW store because the screen wasn't adjusting from landscape to portrait quickly, the VZW rep tried to tell me that it was because of all the third-party apps on it ( I have 3 *2 games and meterberry*). So they said they'd have to wipe the phone and then see if the problem persists since they won't support a phone with 3rd party apps on it regarding technical issues because it is "more than likely the 3rd party apps causing the problem".EAGLES BABY!!! As long as they are in front of the Cowboys, that's all that matters!
- CrackBerry Abuser
03-15-2010, 03:41 PM #6
- 201 Posts
from the people on here. they say that the replacement units are in local verizon stores stock. u can call again with a different rep to get a updated replacement or go directly to the store and tell them your bottom buttons are unresponsive and get it that way
so i have now been to a store and called again with no luck. basically they are telling me i can use my current device and send the refurb back, or use the refurb and send my current device back. according to them, those are my only two options as i am only eligible for a refurb and not a new device since i am WAY past my 30 days. while i can see where they are coming from, they have admitted a problem and are now refusing to fix it. my faulty 9550 hardware should be replaced with NEW hardware now that RIM has issued an update. if they do not have any updated hardware in their refurb stock, they should offer me a new phone. afterall, it's RIM that authorized and created a replacement, not VZW, so why should they care?? i am not trying to steal anything from anyone, i just want a correctly made working version of the phone for which i paid and am now tied to for two years.
how are you people getting them to send you multiple replacements or new devices?? i have no reason to activate the refurb they sent me as i doubt it will be any better than my release day phone, and it sure would save me a lot of set-up time.8330 -> 9530 -> 9550 -> DROID
- 8330 -> 9530 -> 9550 -> DROID
- 03-15-2010, 05:54 PM #11Mike
First Storm - Nov. 23, 2008
9530 - .328 / 9550 - .713 / 9630 .591 / iPhone iOS4
- 03-15-2010, 06:00 PM #14
I can understand VZW's position...to an extent. Of course, there are always two sides to every story and it does make one wonder why some seem to get multiple exchanges and you are having trouble getting past the first one. Have you tried calling yet another rep and, if that fails, asking to speak with their supervisor?
Personally, I have found my VZW CS experiences to be exemplary (if I overlook the frequent "No, I've never heard this complaint before" responses). I know that being polite with them in all cases, goes a long way and I also know that having an issue with how one support person is handling your call, asking for a supervisor can often reverse the situation.This is a smart phone, it is JUST a smart phone. If it were meant to be anything more than a smart phone, we would have been issued further instructions on where to go and what to do and computers would have no place in our lives.
::: A man of independent mind, he looks and laughs at all that :::
- 03-15-2010, 06:03 PM #15
Last edited by howarmat; 03-15-2010 at 06:06 PM.
yes, i want, and deserve the updated hardware. according to RIM:
All customers experiencing touchpad performance issues, provided all other warranty/eligibility requirements are met, can be provided a New or Certified Like-New Replacement with the updated date code.
also, yes i have tried the phone they sent me, and the bottom keys are just as bad, if not worse, than the one i have now.
Last edited by SolidOrange; 03-15-2010 at 06:22 PM.8330 -> 9530 -> 9550 -> DROID
- 03-15-2010, 06:31 PM #18
if you have tried this one, and told them the new one is WORSE than the one they sent you they should allow you to send 1 back and send out another one after they get one back. refurbs have warranty's just the same so if it is also defective then would have to send another one.
from what i gather, they are simply not going to address the bottom button issue unless you are within 30 days of purchase or you wait until most of the refurb stock is updated hardware. at least, for me. they seem to be working nicely with other people... offering new devices and multiple replacements. i don't know what i ever did to them, but they seem to not want to help me out at all.8330 -> 9530 -> 9550 -> DROID
- CrackBerry User
03-15-2010, 07:52 PM #20
- 39 Posts
I ordered mine last tuesday, got it thursday.... it wouldn't power up... took that battery out and put in my storm 1 battery same issue but after about 10min the red light starts to flash but that's it... so I hook it up to my laptop. i hear the sounds of a usb device connecting and disconnecting over and over. eventually the splash screen comes up but it never finishes loading.. I get the 'there is not enough power to charge the battery' message then nothing. I decide to leave it over night and see whats up... so while I'm doing this I check out the phone itself and the screen is still dipped down in the upper left corner. Next morning I check it and it's finally on.. but at this point I've decided not to activate. I call my local store she tells me they don't have any replacements in stock, sorry.. transfers me to customer service. which transfers me to tech support.. she says she will locate a store with replacement stock... she finds a store 4 towns away says she called and verrified their stock and they know I'm coming.. We even talk abit about other stuff like the skype coming out she gives me the address so I can google it and the whole time shes telling that I'm good to go..so 40min later I get to the store, tell them why I'm there and they have no clue... never received a call and have zero replacements in stock. come to find out out there isn't a store in the Northeast that has any refurbs in stock, but the warehouse has 8000 of them, he offers to order me another... by this time I'm too pissed to think straight. We're on the phone with 2 support supervisors. One is reviewing the call from earlier and one tells the in store tech to give me a storm 1.. that pissed me off even more... they wouldn't give me one they had there and the best they could do was overnight me another one on monday.. I get my shipping email today and it didnt get overnighted, it will be here on wednesday... This next one better be perfect...
and before anyone asks yes my original is faulty... even had a chance to prove it to the tech while I was there as I had a few calls come in while I was waiting
- 03-15-2010, 08:04 PM #21This is a smart phone, it is JUST a smart phone. If it were meant to be anything more than a smart phone, we would have been issued further instructions on where to go and what to do and computers would have no place in our lives.
::: A man of independent mind, he looks and laughs at all that :::
as you can tell from the rest of this thread, i do not agree. since RIM is acknowledging the problem and issuing an update; i, as a paying customer, have the right to an updated device, whether it be a refurb OR new. whatever it takes.
VZ's current approach would be like Toyota saying you only qualify for updated brakes if you bought your car in the last month. if you bought it before that, you can only get refurbished brakes with the old/incorrect design. this makes no sense! granted, Toyota's problem is a much more serious matter, but if there is a recognized problem with any product, every paying customer deserves a correctly made version regardless of how long ago they spent their money.
Last edited by SolidOrange; 03-15-2010 at 11:14 PM.8330 -> 9530 -> 9550 -> DROID
- 03-15-2010, 10:40 PM #23
- 03-15-2010, 10:47 PM #24
I had the same problem. I got two old ones rather than the new ones. I talked to one person and they know about the memo. The next person acted stupid, but then after a long hold agreed about the memo and has sent me out another two. I will let you know on Tues. What i get.