Interesting Interactions with VZW
My wife and I came over from AT&T on X launch day.
She had one of the X's that has the screen freeze problem. We went back to the store, spoke with the rep I bought the phones from and she started getting the process going almost before I could finish explaining it.
My phone has done it 2 or 3 times, and today when it re-booted in my pocket I decided I should go ahead and get it replaced. I called my VZW store and talked to one of the guys and he told me it is easier to do it over the phone with Customer Service. That I would have to leave my phone in the store and wait for a the replacement to arrive. I called Customer Service, she didn't explain that it was a common problem and wanted me to do a factory reset. I don't mind the process, I have a few paid apps that I would lose.
My frustration is the different responses. I don't believe that I would have to leave my phone in-store while I wait for the replacement and I don't know why the rep didn't say, "It's a known problem with early phones, we'll get a replacement to you."
Long time VZW customers, is this par? Was the gal that issued the replacement for my wife not following protocol?
Now that AT&T is finally starting to get the picture with Android, I kinda want to go back. ATT 3G is much faster.
- 08-15-2010, 05:01 PM #2
I've only been with Verizon for seven months and even though I've never gotten a phone replaced, I find it pretty weird that a rep would tell you to leave it in the store. If I were you, I'd try a different store or better yet, call CS. CS is the reason why I was able to get an X for the subsidized price without contract.
- 08-15-2010, 05:02 PM #3
- 08-15-2010, 05:31 PM #5
- 08-15-2010, 05:46 PM #6
I'm a fairly new VZN customer, and have been well-treated by all with the company. There was an issue a few months ago with data signals being spread too thinly, but they fixed it by adding new equipment. The informed me they were upgrading the equipment and to be patient. I was and am now happy with my speeds.
I get very good signals on my phone, wherever I am, but if you are not...then either get a new device, and see how that works for you, or return to AT&T. Do do what is best for you.Droid Charge
There is nothing constant but change.
- 08-15-2010, 05:50 PM #7
- 08-15-2010, 05:55 PM #8
- 42 Posts
As stated, your paid apps are tied to your Google account just like your iphone apps are tied to your itune/apple account. As for service, if AT&T service is better for you in your area, switch back. I originally left my iphone and AT&T service because we have no 3G coverage in my area. So you need to decide which is best for you. I have had no issues with Verizon or AT&T customer service.
- 08-15-2010, 06:06 PM #9
- 08-15-2010, 06:08 PM #10
- 22 Posts
I have not changed carriers since the 1980's. That pretty much means I have been with Verizon since before they were Verizon.
They like to put inexperienced people in their first level of customer service. On more than one occasion someone lacking in experience has really screwed-up my account. But then, a guy behind the counter in a Verizon store screwed-up my account back in March.
The moment I get the idea I am talking with someone too inexperienced to handle whatever problem I am having, I ask to be transferred to the next level of technical service (or if it is account related I will ask for a supervisor or the billing department). Sometimes it just works best to just tell them you want to be transferred without having to explain the problem several times.
- 08-15-2010, 06:19 PM #11
- 08-15-2010, 07:59 PM #12
I've about concluded that AT&T is faster if you're in a major metro area... but anywhere outside of that, it sucks bad.
I know this because I have an iPad 3G, and the data service is so close to unusable that I'm going to cancel it at the end of this month and just use the Hotspot feature of my Droid X for it instead. The difference is downright amazing.
Plus, Verizon has more "BFE" (middle of nowhere) coverage than AT&T, by far. I've made two trips from Reno, Nevada to Portland, Oregon by car. If you look at the maps, it's backroads the whole way (fun too). Well, I had coverage the whole way minus a couple of small spots. I kept the iPad on a lot of the time too and the only place I HAD coverage was near LaPine.
- 08-15-2010, 09:01 PM #13
I too have been with Verizon since before they were Verizon. They aren't perfect but I can't really complain. I live in N. Alabama and AT&T folks seem to never have signal here. You gotta do what is best for you though.... I have AT&T DSL and my daughter has DSL and U verse and those products are great. Their internet support folks are all overseas and hard to understand for a Southerner like myself.Jiggy's sporting a Droid X!
Ordered 8/6 the first time. Order never happened.
Re-ordered 8/23. Drop Dead ship date is Sept 7th.
Notified 9/1 that it's on the way... 9/3 by 7:00pm.
Delivered 9/3 at 2:43!!
- 08-15-2010, 09:50 PM #14
To me, you cell choice is always about the carrier you choose first, then the phone. It's all about data service. You can run into poor customer service anywhere. If you get good data coverage from art and they have a hone you want, go back. I wouldn't leave because of a cs issue. Just call another person.Semper Fi
I love my LG Nexus 4!
- 08-15-2010, 10:23 PM #15
I just switched to Verizon when I got my X from Sprint and I have to say that they have been a wonderful company to work with. My bill is a tad higher than it was with Sprint but I feel I get so much more for my money. Customer service has been wonderful. Absolutely wonderful! My phone gets a full 4 bars in my home where Sprint was looking for a signal. I can't imagine ever leaving Verizon.My phone is....Incredible!
- 08-15-2010, 11:04 PM #16
The VZW CS people can be quite different. I had a BB Tour before the X and had it replaced 5 times. Sometimes they'd start the process of replacing it before I had a chance to fully explain the problem other times they'd try troubleshoot over the phone. If you know what you're doing and have already done a reset just pretend you're doing it and they'll send you a new one after a few minutes of trying.
As for ATT vs VZW if you get better 3G coverage with ATT I'd switch back. The Galaxy S is a great phone. I've had a chance to play around with the TMob version and its quite nice. Its no X but I'd prefer a phone working at peak potential rather than a one hampered by a poor network.
I do have WiFi at home, so it's a non-issue here. Verizon 3G sucks at work. I checked it on my phone and a co-worker who is also on Verizon. Maybe I just need to do the *228 thing.
I know you can have CS issues with any carrier, and I always expect 2 different responses or answers, but 3 as different as the ones we saw were shocking to me.
The gal on the phone acted like she had never heard of this issue before. I explained everything, went over how I am careful with downloading apps and do my homework before I install them. Then she passed me to Tech and told me she had put the notes in. When I got to tech, I had to repeat myself.
I hate to go back to ATT cause they still don't have an Android that really excites me. The Captivate is a nice phone, but far too light for my taste.
I really want to like VZW. ATT drove me mad with nickel and diming for Pandora and Navigation and damn near everything. And you couldn't look at any phone without the sales rep wanting to cram an i*hone down your throat.
- 08-16-2010, 07:41 AM #18
I hear ya man - hope you can work it out with VZW.
Ironically - I just now got an email notice from ATT for my ETF/final bill.
$547.12 across 4 lines. What I'm trying to figure out is how they justify charging me all these governmental fees and taxes on ETF's - is that normal?
$115 on my line and $120 on my wife's, dad's and mother-in-law's lines = $475.
Probably no sense in calling to complain since I'm no longer a customer.
- 08-16-2010, 07:45 AM #19
- 08-16-2010, 07:49 AM #20
- 08-16-2010, 09:20 AM #21
I've been with Verizon for about 6-7 years, and generally have been very happy with their customer service. Almost never have dropped calls or signal issues either.
- 08-16-2010, 10:13 AM #22
- 08-16-2010, 11:07 AM #23
Late June/Early July, my Storm1 started to flicker pink screens, and called VZW CS. Since, my GF works 3rd shift, I had no other phone to use while troubleshooting with Tech Support. Representative told me instructions, and said it will be fixed, and she will call me back in 10 mins. Was not fixed, and she never called back. Fail. Went thru 2 other brand new Storm1’s in 2 weeks, before I gave one of those “telephone surveys” and gave VZW a ZERO across the board.
Had my local store manager for Verizon call and ask, “How can I make you a happy customer?” I said I wanted the DroidX, and if he met me 50/50, that would be a start. He accepted, but I had to work the day of release, and they sold out. Same Thursday night, I went to a BB mobile, and they had dozens. Bought one, and called that manager back. He said he was only going to give me that discount IF I bought it at his store. Told him this is a game, and Im going to buy who has the phone, and he should apply it towards my bill than, and he refused. Fail
Was doing business in Chicago three weeks ago, and my DroidX mysteriously was not accepting incoming calls. Took it to Corp. Verizon downtown store, and the “*****” behind the counter took 4 minutes to take my snap-on cover off, while during the process taking 3 pictures of his hands. Spent 1 hour there, and he called Level 1 tech. support, who could not figure out WHY this happened, and how to fix it. Stated that a tech. 2 rep. would call me (even though I cant accept incoming calls) within 1-3 days, while I was on business!! Could not give me loner, because they had no like-phone (Droid) to give out. Fail.
Was able to get Droid working again, and called VZW manager to see what they can do, because yet again, I’m a very unhappy customer. The b-word argued with me for 20 minutes, and stated she will reimburse my 2-days. Because I am in a family share, that comes to a huge total of $7.07!! Fail.
Continuing to drop the ball, and failing to consistently provide great service has been disappointing. I am under contract with this company, and I pay $160+ each month, which gives me every right to be upset if my services have been less then perfect, especially for the last 2 months, with nothing but problems.
I don’t know if it’s the dozen people I have talked to, or they really just don’t care. I don’t know what to think at this point, except, keeping my fingers crossed that something doesn’t happen again in the foreseeable future….Past:
Pearl -- Curve -- Storm1
I did my master reset yesterday as requested by the first tech rep.
One more freeze and 3G connectivity got worse or I was watching it more carefully, which I don't know.
Called into CS, repeated my story and explained I did the reset as VZW tech asked. He put notes in and passed me on to tech.
Tech guy was really awesome to work with. I had to explain the story again, 4 times now so I don't understand where these notes go. He denied that that there was a common issue for screen freezing or 3G, but would send me a "brand new replacement phone."
Any of us that have spent any time on the forums have seen there is a common enough issue with screen freezes and I've seen a couple with 3G problems as well. But he was nice to deal with. Listened and though he didn't seem like he was a complete expert, he did sound like he wasn't an ***** either.
He also sounded very relieved when I didn't flip out when he said it would ship on the 31st and he marked it for overnight delivery which I thought was pretty cool. When I get it, I'll call back to try and thank him and maybe hint about where to get one of those Droid X gift boxes.
Some of my fears have been relieved. If you end up with someone at tech that doesn't seem like they will be of much help, call back and get someone else. Eventually you will find someone knowledgeable enough that is easy to work with.
- 08-17-2010, 08:54 AM #25
I've been with Verizon for years (since they bough Cellular One in the Detroit area). I've always found their CS to be top notch. When I had my Storm and had to have it replaced, I never had issues. CS always wanted to troubleshoot, but they would send the phone out, no problem. Didn't read the whole thread here, but hope you got it resolved.