Wife's Rezound won't take a charge anymore

**cmandd** · 05-13-2012, 07:57 PM

Originally Posted by kulk35

See I view customer service through a few principles.
1.) It is easier to keep a customer than it is to draw new ones. This is an actual proven marketing/business strategy.

Not totally true in wireless. People have no loyalty anymore and thanks to "free" phones, will jump ship at anytime for the dumbest reasons.

Case in point, I had a lady today that was going to switch to Verizon because her nearly 2 year old phone battery died and we could not just instantly hand her one. I tried to offer all I could (check to see if we could upgrade early, battery dealer up the road who might have one, etc) but the only solution she would accept was a new battery, now.

On the flip side, I sign up people all the time who leave Verizon, ATT, Tmobile, etc because of situations just like this. 90% of "new" cellular sales now a days is migration from one carrier to another.

Originally Posted by chevyman29

the crap vance had to go through is the very reason i dont bother going into the store in the first place whenever i have a problem . theres absolutley no reason ANY verizon customer shouldnt be givin the benifite of the doubt in a sitution like this . Does anybody here think verizon doesnt send defective units back to the manufacturer ? its not like verizon has to actually pay for you a new device .

There is no benefit of a doubt. Physical damage is physical damage, not a manufacturing defect. Broken pins in a charging port don't just happen. With the Rezound, it is usually due to using a standard micro usb charger instead of the MHL plug since it causes so much wiggle room.

**chevyman29** · 05-13-2012, 09:04 PM

NO IN YOUR OPINION there is no benifit of the doubt . for all you or anybody else knows the phone came out the box that way . it wouldnt be the first time . his only fault is in not reporting it asap . with the attitude you have you wouldnt last a year running your own business if there was any competition whatsoever. I could actually see you going belly up in the desert with a monoply on water.

Do you think verizon provides 100% great service all the time ? of course not but you dont see 20 or 30 % of there customer base leave just cause the LTE went down again do you ?

there will always have to be some give and take in any BUSINESS or that business wont survive simple as that .

**cmandd** · 05-13-2012, 09:25 PM

Originally Posted by chevyman29

NO IN YOUR OPINION there is no benifit of the doubt . for all you or anybody else knows the phone came out the box that way . it wouldnt be the first time . his only fault is in not reporting it asap .

Did you read the OP? The pin was broke so it wouldn't charge, that did not happen right out of the box. What did happen was the port was loose, though with the Rezound, any standard micro USB is loose, only MHL fits tight.

If you notice a problem with any product, you take it in as soon as feasibly possible. If you choose to wait until the minor problem becomes major, you take responsibilty.

**chevyman29** · 05-13-2012, 09:53 PM

Yes I did . did you ? he plainly states the wife said it didnt charge right from day one . in your eyes all customers are just lying to get something for nothing from verizon . if shes telling the truth and i think she is the phone was defective end of story . what i dont understand is why no insurance for a device that costs as much as these do .

**wythme2** · 05-13-2012, 10:18 PM

Originally Posted by cmandd

Not totally true in wireless. People have no loyalty anymore and thanks to "free" phones, will jump ship at anytime for the dumbest reasons.

Case in point, I had a lady today that was going to switch to Verizon because her nearly 2 year old phone battery died and we could not just instantly hand her one. I tried to offer all I could (check to see if we could upgrade early, battery dealer up the road who might have one, etc) but the only solution she would accept was a new battery, now.

On the flip side, I sign up people all the time who leave Verizon, ATT, Tmobile, etc because of situations just like this. 90% of "new" cellular sales now a days is migration from one carrier to another.

There is no benefit of a doubt. Physical damage is physical damage, not a manufacturing defect. Broken pins in a charging port don't just happen. With the Rezound, it is usually due to using a standard micro usb charger instead of the MHL plug since it causes so much wiggle room.

People do have loyalty especially in wireless carriers. And you should know this. Companies like high ARPU- average revenue per unit. It cost less to keep a customer than it takes to get a new one. Most of the loyal, long time customers have a higher ARPU than a newer one, and if you take care of that customer they will stay. Most consumers do not go for the free phone hype. It is common knowledge that people stay or leave because of an experience with that company. If anybody remembers Nextel before Sprint bought them out, they had the highest ARPU of any wireless provider, people would stay with them even if half of the time you could not get a signal in your home. Not because of free phones but because they knew how to treat a customer and had awesome customer service.

**cmandd** · 05-13-2012, 10:18 PM

Read further. He says it was loose from the start (all micro usb connectors will be loose) and that the pins were loose, which is just trying to use what they said against them. Pins don't cause the usb connection to be loose, these are not the old school LG connectors. I completely agree with them saying to bring it in before something major happens.
If you bought a car and noticed a strange vibration, would you take it back to the dealer or just make do until the wheel fell off then demand a new car?

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**kulkaholic** · 05-14-2012, 08:09 AM

I am guessing that you don't work at an individual retailer but someone that has multiple carriers. So a portion of your traffic would inherently be people that are looking to switch carriers. So I can understand your opinion but people are more loyal than you think.

I feel safe saying that everyone here understands that you have some people that are unreasonable. However handling all your customers based on a few is terrible for business. If people were not loyal than when vzw dropped their upgrade discount tons of people would have jumped ship which is not the case.

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**MrSmith317** · 05-14-2012, 08:17 AM

Originally Posted by kulk35

If people were not loyal than when vzw dropped their upgrade discount tons of people would have jumped ship which is not the case.

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Or they haven't come up on their upgrade yet and so it doesn't effect them....yet. I can imagine that if carriers stop dropping upgrade discounts then more people will investigate alternative services where they can get a discount. Maybe even to the point of flip flopping between a few carriers for the latest and greatest devices every 2 years.

**dpham00** · 05-14-2012, 08:49 AM

verizon never dropped their upgrade discount. They did implement a $30 upgrade fee, which some other carriers already have, and which are typically higher in other major carriers. Verizon was also the last major carrier to drop the one year contract.

I don't think verizon will ever drop upgrade discounts unless other carriers started to do it. Most likely, they will give you an option like tmo value plan which is cheaper than their regular plan but has no upgrade discount.

**cmandd** · 05-14-2012, 09:03 AM

Originally Posted by MrSmith317

Or they haven't come up on their upgrade yet and so it doesn't effect them....yet. I can imagine that if carriers stop dropping upgrade discounts then more people will investigate alternative services where they can get a discount. Maybe even to the point of flip flopping between a few carriers for the latest and greatest devices every 2 years.

This. Some people get mad enough to not worry with the ETF, most wait until contract time is up.

Originally Posted by wythme2

... Most of the loyal, long time customers have a higher ARPU than a newer one, and if you take care of that customer they will stay. Most consumers do not go for the free phone hype. ... Not because of free phones but because they knew how to treat a customer and had awesome customer service.

Roughly 60% will either go for the "free" phone, or come in looking for their "free" upgrade. I wish I could make commission off of hearing people say "Where are your free phones" "I'm here for my free upgrade" "I've never had to pay for a phone, they always just give me one".

Originally Posted by kulk35

I am guessing that you don't work at an individual retailer but someone that has multiple carriers. So a portion of your traffic would inherently be people that are looking to switch carriers. So I can understand your opinion but people are more loyal than you think.

You would be guessing wrong. I previously worked for Verizon, left there and work for one of the other major carriers at the corporate level.
Maybe 25% of our new lines are people who have never had a cell phone (kids "coming of age", people who just "don't get why anyone would need a cell phone" etc). Most new line traffic comes from switching carriers either because they want to save money, get the iPhone or the carrier made them mad about something.

**cmandd** · 05-14-2012, 09:06 AM

Originally Posted by dpham00

verizon never dropped their upgrade discount. They did implement a $30 upgrade fee, which some other carriers already have, and which are typically higher in other major carriers. Verizon was also the last major carrier to drop the one year contract.

I don't think verizon will ever drop upgrade discounts unless other carriers started to do it. Most likely, they will give you an option like tmo value plan which is cheaper than their regular plan but has no upgrade discount.

Verizon dropped the NE2 plan (50 or 100 off the discounted price of a phone) and killed 12 month upgrades. All for the right to carry the iPhone.

**cmandd** · 05-14-2012, 09:13 AM

This thread has gone way off course. We can always start a customer vs CS rant thread, but not here.
I would recommend reading some of this thread for an insight to the daily lives of customer facing positions:

**humpagardengnome** · 05-14-2012, 09:33 AM

I vaguely recall reading reports awhile back that VZ was toying w/ the idea of a trade in discount program on used devices. Anyone know if anything ever became of that? Did they axe implimentation? Haven't read anything else about it since then.

**cmandd** · 05-14-2012, 10:05 AM

Originally Posted by humpagardengnome

I vaguely recall reading reports awhile back that VZ was toying w/ the idea of a trade in discount program on used devices. Anyone know if anything ever became of that? Did they axe implimentation? Haven't read anything else about it since then.

Only thing I've seen is

**dpham00** · 05-14-2012, 10:15 AM

Originally Posted by humpagardengnome

I vaguely recall reading reports awhile back that VZ was toying w/ the idea of a trade in discount program on used devices. Anyone know if anything ever became of that? Did they axe implimentation? Haven't read anything else about it since then.

Yes, they do offer it. They will give you $133 for a rezound in working order. You are better off selling it on ebay or cl.

.

**MrSmith317** · 05-14-2012, 10:38 AM

Originally Posted by dpham00

Yes, they do offer it. They will give you $133 for a rezound in working order. You are better off selling it on ebay or cl.

.

How much will they give you for it in November of 2013 though..that's the question. I know I won't have this phone by then anyway but I'm sure most people don't want to hear that Verizon is going to offer them $25 for their phones.

**dpham00** · 05-14-2012, 11:00 AM

Originally Posted by MrSmith317

How much will they give you for it in November of 2013 though..that's the question. I know I won't have this phone by then anyway but I'm sure most people don't want to hear that Verizon is going to offer them $25 for their phones.

2 year contracts can upgrade in 20 months so July 13. But yeah, I am sure it will go down quite a bit, especially when quad cores come out. The thunderbolt is at $66 right now and it has only been out 14 months.

**Vance14** · 05-14-2012, 11:26 AM

cmandd, (just back from the weekend), I completely see where you are coming from, and normally I would agree. But I am a regular customer, I am in there all the time buying new phones for our business and home use over the years, I know many of the reps by name, and I have NEVER complained about a phone issue. I have worked out many minor issues with various reps and always in a pleasant and reasonable manner.

When my daughter dropped her Thunderbolt and cracked the screen, I took it in to see if they had any suggestions for manually fixing it, but decided in the end just to buy her a new Maxx since she was due for an upgrade anyway. It never even occurred to me to try to pressure them into replacing it. That was something she did to the phone.

So, when I told the manager that there was a problem from the beginning (I remember now that from day one she had to figure out how to prop up the phone while charging to make a good connection, I figured it was a bad cord and meant to get her a new one, but forgot about it), I actually DID expect them to believe me and just accept that fact as true. Whether that would mean anything legally since it had been three months, I don't know, but I did expect them to just accept that as a fact and then bend over backwards to see how they could resolve the issue to our benefit. If the manager had taken that approach, seemed truly concerned and regretful that they had sold us a defective product, etc, I would have had an ENTIRELY different reaction, even if the end result was the same.

I was dealing with someone new and, unfortunately, someone in charge. The rest of the regular reps seemed very uncomfortable. She dug in her heels immediately, got very defensive and dismissive and had no interest in helping the customer get the best possible outcome.

We will be getting the phone in today, and I do wish I had asked whether it would be refurbished or new one. I guess we will see.

**MrSmith317** · 05-14-2012, 11:27 AM

Originally Posted by dpham00

2 year contracts can upgrade in 20 months so July 13. But yeah, I am sure it will go down quite a bit, especially when quad cores come out. The thunderbolt is at $66 right now and it has only been out 14 months.

Verizon also didn't try to ditch the thunderbolt like they did with the Rezound. I'm probably not even going to sell mine when I trade up later this year. I'm probably going to keep it as a PMP or give it to one of my kids.

**dpham00** · 05-14-2012, 12:23 PM

Originally Posted by MrSmith317

Verizon also didn't try to ditch the thunderbolt like they did with the Rezound. I'm probably not even going to sell mine when I trade up later this year. I'm probably going to keep it as a PMP or give it to one of my kids.

I plan to keep it as a spare phone for when I travel internationally or in case my new phone goes bad. The rezound is usable and will be usable for some time especially for basic stuff like email and browsing,and music player which is what I do most of the time. Trading it in at the end of contract doesn't make much sense.

**piizzadude** · 05-14-2012, 01:32 PM

What's funny there is that the thunderbolt was kinda a POS when launched and the never wanna throw in the towel. The resound was good at launch but gets ignored

Rezound via Tapatalk 2

**dpham00** · 05-14-2012, 02:12 PM

Originally Posted by piizzadude

What's funny there is that the thunderbolt was kinda a POS when launched and the never wanna throw in the towel. The resound was good at launch but gets ignored

Rezound via Tapatalk 2

It is mainly due to LTE. Verizon is really pushing it. I bet if the Charge or some other phone came first, then they would get the same treatment. And if the thunderbolt wasn't the first lte phone , then it probably wouldn't have gotten much love.