Galaxy Nexus Signal issues... Exchange in store?

[Codeworks]

I bought the Galaxy Nexus from Verizons web site. Received a few days ago and like most people, I am having some pretty major signal issues. Love the phone... However, without data, it is pretty useless to me.

I also have the XYBoard tablet and get far superior coverage on the XYBoard when side by side. So much so, that sometimes I dont even get a 3G signal on the Nexus.

Anyway, to make a short story long, I think I am going to exchange the Nexus for a RAZR. I am having a hard time believing that the LTE issue is a software issue instead of a hardware issue. When I called Verizon they said I need to exchange my Nexus and once received, they will send out a RAZR. Really? I need to be without a phone for a few days? Is this the normal policy? I was surprised that they would not send a replacement first.

Also, According to Verizon, they said that they are not aware of any signal issues on the Nexus. Typical customer support.

Anyone ever exchanged a phone they got over the internet sales? Is this normal policy?

 

[shadrap]

I have both phones. The signal on the Nexus is inferior. Never exchanged from an online sale, but I would go to a store if possible and exchange.

 

[Codeworks]

They are telling me that I cannot exchange in store and has to be done through the mail and again, will only send me a new one once the old one is received.

Wondering if I got a rep with bad info? I would love to exchange in store.

 

[Cory Streater]

As appalling as it may sound, the rep is correct.

 

[Andrew Ruffolo]

Seriously... this is getting old:

 

[BiNGE]

This is not entirely true. If there is a VZW corporate location in your area and you get authorization from customer support for an in-store exchange they can make it happen for you. This is only if customer support gives you this voucher, and it is not 100% likely they will give it to you.

Work with phone tech support. VZW reps on the phone are reading a script if they are level 1 tech support. They only know of issues that are known company wide. Just make sure you get escalated to where they can re-register you with your local towers. At that level of support they may be able to establish an exchange for you in store or an overnight replacement shipped to you without you first having to return the phone.

 

[Cory Streater]

This is not entirely true. If there is a VZW corporate location in your area and you get authorization from customer support for an in-store exchange they can make it happen for you. This is only if customer support gives you this voucher, and it is not 100% likely they will give it to you.

Work with phone tech support. VZW reps on the phone are reading a script if they are level 1 tech support. They only know of issues that are known company wide. Just make sure you get escalated to where they can re-register you with your local towers. At that level of support they may be able to establish an exchange for you in store or an overnight replacement shipped to you without you first having to return the phone.

This is exactly what I did. Several months ago I worked with tech support extensively and was promised a new Thunderbolt due to an echoing speakerphone issue. Unfortunately they didn't have any available to ship so the tech support rep called a corporate store in my area. He said he spoke with the store manager & that one had been set aside for me. He sent a follow-up text message saying exactly that.

I drove there and tried to explain my situation to the store rep. The rep went down the path of saying he needed replicate the problem first & that text message meant nothing to him nor his store manager. The following 60-minutes were the biggest waste of my life.

I would highly recommend saving yourself the agony of going to a store. This is not an isolated incident.

 

[Premium1]

LEAK: New CDMA/LTE radios for the Galaxy Nexus

 

[Premium1]

This is exactly what I did. Several months ago I worked with tech support extensively and was promised a new Thunderbolt due to an echoing speakerphone issue. Unfortunately they didn't have any available to ship so the tech support rep called a corporate store in my area. He said he spoke with the store manager & that one had been set aside for me. He sent a follow-up text message saying exactly that.

I drove there and tried to explain my situation to the store rep. The rep went down the path of saying he needed replicate the problem first & that text message meant nothing to him nor his store manager. The following 60-minutes were the biggest waste of my life.

I would highly recommend saving yourself the agony of going to a store. This is not an isolated incident.

Actually it is. Not everyone is having these issues.....

 

[BiNGE]

This is exactly what I did. Several months ago I worked with tech support extensively and was promised a new Thunderbolt due to an echoing speakerphone issue. Unfortunately they didn't have any available to ship so the tech support rep called a corporate store in my area. He said he spoke with the store manager & that one had been set aside for me. He sent a follow-up text message saying exactly that.

I drove there and tried to explain my situation to the store rep. The rep went down the path of saying he needed replicate the problem first & that text message meant nothing to him nor his store manager. The following 60-minutes were the biggest waste of my life.

I would highly recommend saving yourself the agony of going to a store. This is not an isolated incident.

Gotcha. If I may say that rep/manager should be reprimanded. This is not acceptable and they should have followed the support rep's notations on your account. The company is just not built with that sort of a structure of business. The rep/manager might want that sort of thing to be the case, and it sounds like they bullied you out of making them responsible.

Notes to prevent this,

You can ask a higher level tech specialist for his callback #, email, etc, and request notes be put on your account. You may call back and ask any VZW rep to read off notes left on your account. If a store manager gives you lip at a corporate location you can call in again and get support to go over their head.

Higherarchy is as follows Rep<Manager<Customer Care Call Center Manager & Level2+ tech support<District Manager<Regional Manager

Please also make sure you went to a corporate location and not an agent store.

 

[ultravisitor]

I got a RAZR through a phone call to tech support. When I was getting it, I asked if I'd be able to exchange it in a corporate store if I had second thoughts. The tech support agent said it depended on the particular store's manager. When I exchanged it for a Galaxy Nexus on the morning of release, I didn't have an issue at all.

 

[philly]

I bought the Galaxy Nexus from Verizons web site. Received a few days ago and like most people, I am having some pretty major signal issues. Love the phone... However, without data, it is pretty useless to me.

I also have the XYBoard tablet and get far superior coverage on the XYBoard when side by side. So much so, that sometimes I dont even get a 3G signal on the Nexus.

Anyway, to make a short story long, I think I am going to exchange the Nexus for a RAZR. I am having a hard time believing that the LTE issue is a software issue instead of a hardware issue. When I called Verizon they said I need to exchange my Nexus and once received, they will send out a RAZR. Really? I need to be without a phone for a few days? Is this the normal policy? I was surprised that they would not send a replacement first.

Also, According to Verizon, they said that they are not aware of any signal issues on the Nexus. Typical customer support.

Anyone ever exchanged a phone they got over the internet sales? Is this normal policy?

bring the phone and invoice to a corporate store, they will take it as a return. Ive done it several times.

 

[Codeworks]

Thank you for all the replies. I will work with a corp store and see what they will do.

I also bought the XYBoard from the corp store and have a good relationship with the sales person and manager...

Thanks again!

 

[astraelraen]

They are telling me that I cannot exchange in store and has to be done through the mail and again, will only send me a new one once the old one is received.

Wondering if I got a rep with bad info? I would love to exchange in store.

If you get the right customer service rep they can cross ship your phones. They will just warn you that they will bill your credit card or whatever if they don't receive the defective phone back within 7 days or something like that.

 

[astraelraen]

I have an interesting connection issue. This is a photo of my wife's Nexus right beside mine. Check out the signal strength - it is the exact same between the two phones. Yet her Nexus has no bars and is searching for service. She said her phone has lost service several times throughout today. I may have to take it back and exchange for a different phone. Mine hasn't had a single signal issue since I purchased it.