Device swap question
So I have a Fascinate and I have gone through 2 warranty replacements and I've had it for a month. I'm now past my 30 days because I generally like the phone but it just gets crappy reception. I asked the rep if i kept having problems if they would ever say screw it and just swap me to a Droid X. He said that they don't really do that anymore.
Has anyone else experienced the contrary, I see a lot of people saying that they have had their device swapped for a similar model before. Some more feedback would be great, especially when this next one shows up and it still sounds like crap and my calls drop.-HTC Incredible 2 rooted, running RMK's GingerSense
-MacBook Pro 13" Mid-2010
- 11-05-2010, 08:37 AM #2
I dont think they are is willing to swap out to another device like they use to do.
But it all depends on the rep or how many times you had to have returned your phone for a replacement.
By 3 times i believe that should be a option Good Luck
Sent using TapAtalkSGSIII : White 32 gb model with 32 gb sdcard
RoM : CleanRom 5.5.1_ jb
Kernel : n/a
- 11-05-2010, 04:15 PM #3
- 3 Posts
Well i just had sort of an experience with verizon customer service that fits. Me and my wife switched from sprint to verizon 3 months ago and were offered 2 palm pre pluses for free. After 3 months of use I realized that my phone was lacking in the features that the rep who sold me the phone had promised. So after about 15 calls and 8 hours of talking I got customer service to give me the upgrade price on 2 droid 2's. Not what i exactly wanted but better then staying with a phone i didnt want.
- 11-05-2010, 09:31 PM #4
What DavidNC is referencing is the old "Multi-Fru" policy (not sure if that was official name). How it used to work is that if you had 3+ defective devices in a 90 day span, you would have the option to choose a different device (this would reset your NE2).
The problem was that whenever a new hot device was launched, the number of "defective" devices would suddenly increase, at least that's what my friends in customer service told me. So they did away with the policy. Now you just get the option of a new device (instead of a Certified Like New Replacement) but the same make/model as your current phone.
The only time there is really a standard "swap out" any more is if there is a recall on a device.
It's still possible to get a swap out, but it's not standard policy anymore so it depends on who you get in customer service. Be persistent, but calm, and see where that gets you.
You could also try selling the phone on a Ebay or Craigslist. Samsungs typically don't have the reception of Motorola's but they perform great in high signal areas (like cities) so you might be able to recoup enough money to get a Dx, or at least make buying one a little easier.I'm a tech junkie with a weak spot for Good Music, Good Beer, and Excellent Coffee.
- -HTC Incredible 2 rooted, running RMK's GingerSense
-MacBook Pro 13" Mid-2010
- 11-06-2010, 05:48 PM #6
Menno - I got a (legitimate) multi-fru about a year ago, and it did not affect my ne2. I argued hard for that, since I was less that 6 months from ne2 and they legitimately sent me 3 busted replacements.
When do your contacts say multi-fru was taken away?
Sent from my Droid X using Tapatalk
Samsung Galaxy S3 - CM10
- 11-06-2010, 10:16 PM #7
As to the OP: What model you want to switch out for doesn't really matter. I've seen a lot of people denied offering to switch to lower phones (such as going from a Droid to a blackberry, or even to an ENV3)I'm a tech junkie with a weak spot for Good Music, Good Beer, and Excellent Coffee.
- 11-07-2010, 07:37 AM #8
I called Verizon the day I got that third device and I told them I wasn't taking another Droid 1, that they were sending me an Incredible. It took about 30 or 40 minutes of back and forth but I got my Incredible with a battery and battery door at no cost to me.
You just need to be firm and polite, tell them their is something wrong with the Fascinate and it just doesn't work for you. They'll bend eventually.Check out my Twitter!
- 11-07-2010, 10:46 AM #9
Haha the upgrade they sent me didn't have back or battery. They had sent me several defective BB curves in a row, and agreed to send me a Tour. The latest curve would reboot itself, and those things take like FOREVER to turn back on. This is on a Friday. I'm paraphrasing.
Me: "OK, please send them next-day"
VZ: "OK, we can definitely do that"
So I check the shipping info the next night, Saturday, expecting it to be nearby. It's been in Dallas since 7 AM, and I'm in upstate NY. Since there's no delivery Sunday, I'm kinda curious. I call FedEx, and they tell me it was sent 3-day, it will be delivered by Tuesday at 7 PM. So... back on the phone with Verizon.
Me: "I'm leaving for work in Anaheim, CA Tuesday at 7 AM. So, (blah blah blah) please redirect it to this address, the hotel I'm at.
So I get to Anaheim, whip out my BB, and check the shipping info. It's being held at my local (NY) hub, because of a Zip Code error. Frappin' fantastic. While I'm checking on that, the phone reboots. God, I'm mad at this point. I finish work that afternoon, and have to go to a Verizon store for my boss. I called verizon, having been very polite and understanding through the entire month-long process, and said "Look. I own a BlackBerry for work. I am now at a job site, across the country, and cannot rely on this thing you have sent me. This is completely unacceptable. I am already in a cab. You are going to find me a new Tour, at XYZ store in Anaheim, TONIGHT. Your other option is to cancel my contract with your company right now, and I will walk to the AT&T store I can see right now to buy an iPhone."
In no way did I think this would work. I was 99% bluffing. They put me on hold, called the store, and when I got there I got a new Tour. I was amazed. I was also very insistent that this should not affect my NE2, and it did not. Not sure why/how that happened.
2 days later, the refurb/replacement Tour showed up at the hotel missing the battery and door. I just rolled my eyes and stuck the return label on it.
Short version: If they screw with you enough, and you are calm but firm, you can get them to help you out.
Samsung Galaxy S3 - CM10
I thought I would let you guys know that I was able to get VZW to give in and give me a different phone. I was on the phone for almost 2 hours, I wasn't mean or loud I just went through all their options until I got the one I wanted.
I spoke with a Customer Service Rep first and we went through the usual troubleshooting routine of doing a Factory data reset, updating the PRL and all those things I already did that didn't work but they need you to do again anyways. After that she transferred me to a Tech Support representative that said "Well since you've had the same audio issues on each handset, it must be a software issue so I would advise that you wait for a patch to the Android OS". I told her "I don't want to be 'that guy' but I pay for phone service and I have a smartphone that can't make and hold a phone call when my BlackBerry Curve can. Samsung STILL hasn't released Froyo for any Galaxy S phone in the U.S. and I did not trust that there would be an adequate software fix in a reasonable timeframe". At that point she asked if I was willing to talk to Samsung Tech Support which I was fine with. After waiting on hold for 15 minutes while she climbed through the phone tree and waited for an available tech she came back on the line and informed me that "I probably needed a software update that I haven't gotten". I asked her if she would ask the rep what update and so she put the rep on a conference call between the 3 of us. In HORRIBLY broken English the Samsung rep asked if I had applied the DH12 update to which I laughed and said "My phone shipped with DI01 which is the update AFTER DH12". He asked me if I wanted to have VZW ship the phone to Samsung for diagnosis which could take anywhere from 1 week to 6 months! I told him and the VZW rep by extension that again this was not acceptable. After Samsung hung up the rep asked if I was willing to receive a loaner phone so that I could sell my Fascinate and buy a different handset to which I asked "Why should I have to do that?". After some back and forth questioning on both sides she called her supervisor and her supervisor approved a substitute handset at no cost and no NE2 extension. She informed me they would send a Droid Incredible and while I was fine with that (wanted on of those really badly in April) I said "I have a 4 inch phone with a better processor than the Snapdragon and an 8MP camera, I'd like something equivalent". She said "Well sir, how bout we send you a CLN Droid X with all the accessories, give you a $10 bill credit for the price difference and have that to you by Monday".
I obviously said yes.
My DX will be here by 3 on Monday with a brand new warranty and a guarantee from the Tech Support supervisor that if I had any problems with the X they would still send me an Incredible or a D2 without any more questioning.
I love VZW cust serv.-HTC Incredible 2 rooted, running RMK's GingerSense
-MacBook Pro 13" Mid-2010
- 11-13-2010, 04:51 PM #11
Secondary update... I recieve my Droid X yesterday but I did not receive the second box containing the battery, battery door, microUSB cable, USB brick and microSD card. I called and for some asinine reason they didn't ship said second box until yesterday and I will receive it Wednesday. Fine. So I go to a VZW store to try and finagle a battery since I am so desperate to get off my Fascinate... So I get said battery and LO AND FREAKIN' BEHOLD the phone did not have its ESN scrubbed and it's still associated with some dude's account. So they are ALREADY sending a SECOND Droid X that will be here with my other stuff Wednesday.
Upside is I have an extra battery and for my trouble I also got a free car charger. I just want a better phone.-HTC Incredible 2 rooted, running RMK's GingerSense
-MacBook Pro 13" Mid-2010