Be wary of attempting to return your device to Verizon

[KPMcClave]

I used to work at Verizon, it was standard policy to do a factory reset to ensure it was actually a problem with the phone, however it sounds like you had a bit of a jerk for a rep.

What's it to him, right?

 

[Darth Mo]

If you buy from an "Authorized Retailer" you do have to return to that location as the inventories are separate from Verizon. But if you're in your 30-day period they should take the phone back no questions asked as that's Verizon's return policy. That manager has gone rogue in refusing your request.

Call Verizon Customer Care and have them give you your options for getting the phone replaced. I was able to get my defective S22 Ultra replaced without issue but I did buy it directly from Verizon.

 

[Shellcracker]

I'm not sure what convinces you that 43C is excessively hot, especially if the ambient temperature is high and if the screen has to be at maximum brightness to compete with the ambient illumination.

Which apps are reported as draining the battery? When the phone seems warm, does the temperature decline if you boot into Safe Mode?

The fact that the system itself triggers a battery too hot alert , continued use may reduce the life of your battery is what tells me it is excessively hot.

Again just taking a couple pictures and talking to the tech coach in chat is all it took to get it up there. That simply should not happen. 109 degrees is way too hot just for that.

Hell, it got to 106 last weekend trying to record my nephew's graduation ceremony and it shut the camera off automatically. Theyve got me a defective unit, and that manager just didnt want to make the swap. I've been in there before for other reasons-- to. It accessories, bill pay, etc, and hes always had a rude and cold disposition, his body language is always like"hurry up and get out of my store". He shouldn't be working there imo with that disposition.

 

[Mr Segundus]

Exchange it and say you want a different color. That's a valid reason to exchange a phone.

 

[Shellcracker]

****UPDATE***** Successfully exchanged phone


Called customer care this morning as once again my phone got hot. They had me shut it off for a while to cool down and then call em back once it cooled off. After doing that I got back with them and they logged in via remote access and checked our what my phone was doing and they noted a 20 degree increase while shooting just 3 photos and then another 5 degree increase just going through the Verizon. App so they instructed me to return it for exchange at the store, and said to call them if the rep gave me issue again about refusal to exchange.

They noted the heating issue to the device on my account and left a note for the reps to read as they ran my account information. Different representatives today and upon reading the notes left from customer care, they had no quibbles exchanging my device for another one. The person I spoke with on the phone this morning said how poorly I was treated yesterday was unacceptable.

Just have got home after ensuring transfer of my apps through smart switch while down at the store. So now I have a unit that should function properly without heating over the simplest things.

 

[Shellcracker]

And since the reps today were polite, courteous, and patient with me as well while I remained in store to ensure all my content transferred safely, I will be leaving them a 5 star review. I started to leave a 2* on account of the rude guy yesterday, but you can't judge based on one bad grape so I held off to see if I got friendlier reps today, which I did. So a 5 star review it will be nowm

 

[mustang7757]

****UPDATE***** Successfully exchanged phone


Called customer care this morning as once again my phone got hot. They had me shut it off for a while to cool down and then call em back once it cooled off. After doing that I got back with them and they logged in via remote access and checked our what my phone was doing and they noted a 20 degree increase while shooting just 3 photos and then another 5 degree increase just going through the Verizon. App so they instructed me to return it for exchange at the store, and said to call them if the rep gave me issue again about refusal to exchange.

They noted the heating issue to the device on my account and left a note for the reps to read as they ran my account information. Different representatives today and upon reading the notes left from customer care, they had no quibbles exchanging my device for another one. The person I spoke with on the phone this morning said how poorly I was treated yesterday was unacceptable.

Just have got home after ensuring transfer of my apps through smart switch while down at the store. So now I have a unit that should function properly without heating over the simplest things.

Thats great
Sometimes u have to try other ways

 

[Shellcracker]

Thats great
Sometimes u have to try other ways

Yup and sometimes just getting different people can make a big difference. These guys weer perfectly fine with me sticking around to ensure my content transfered without issues.

So since they were polite and courteous, I will leave them a 5 star review

 

[nuangel2]

That's awesome you got phone replaced and customer service treated you well

 

[Gary02468]

The fact that the system itself triggers a battery too hot alert , continued use may reduce the life of your battery is what tells me it is excessively hot.

Wait, you're saying that that message, with its redundant shouting (all-caps word plus exclamation point) and mis-punctuation (superfluous space before the exclamation point), was issued by the system itself, rather than by your third-party battery app? Are you sure?

 

[tismydroid]

Wait, you're saying that that message, with its redundant shouting (all-caps word plus exclamation point) and mis-punctuation (superfluous space before the exclamation point), was issued by the system itself, rather than by your third-party battery app? Are you sure?

I never paid attention to whether Samsung always used perfect punctuation or never used capitals when issuing a warning but I typically assume that the gray triangle with exclamation point is enough to get my attention. I supposed, whether it was the system itself or the third party battery app issuing that particular warning seems moot given Verizon verified the problem.

 

[Gary02468]

Yup, glad it was resolved.

 

[Laura Knotek]

****UPDATE***** Successfully exchanged phone


Called customer care this morning as once again my phone got hot. They had me shut it off for a while to cool down and then call em back once it cooled off. After doing that I got back with them and they logged in via remote access and checked our what my phone was doing and they noted a 20 degree increase while shooting just 3 photos and then another 5 degree increase just going through the Verizon. App so they instructed me to return it for exchange at the store, and said to call them if the rep gave me issue again about refusal to exchange.

They noted the heating issue to the device on my account and left a note for the reps to read as they ran my account information. Different representatives today and upon reading the notes left from customer care, they had no quibbles exchanging my device for another one. The person I spoke with on the phone this morning said how poorly I was treated yesterday was unacceptable.

Just have got home after ensuring transfer of my apps through smart switch while down at the store. So now I have a unit that should function properly without heating over the simplest things.

I'm glad you got everything sorted. Good luck with your new phone.

 

[Gary02468]

they logged in via remote access and checked our what my phone was doing and they noted a 20 degree increase while shooting just 3 photos and then another 5 degree increase just going through the Verizon. App

Glad it worked out for you! I'm curious, though--did they perform those tests in Safe Mode or in normal mode?

 

[Shellcracker]

Wait, you're saying that that message, with its redundant shouting (all-caps word plus exclamation point) and mis-punctuation (superfluous space before the exclamation point), was issued by the system itself, rather than by your third-party battery app? Are you sure?

Positive. Representative confirmed it was a system alert.

 

[Shellcracker]

Glad it worked out for you! I'm curious, though--did they perform those tests in Safe Mode or in normal mode?

Did it both ways. Overheated both ways.

 

[Shellcracker]

Positive. Representative confirmed it was a system alert.

And besides that when the representative accessing via remote access, they confirmed the excessive heat temp and said that was too hot if it were to be happening continually, so off to the point of purchase I went, and got the swap.

This phone that I'm using now has not had that heating issue in my tests.

 

[felloffthetruck]

What was the battery app they were blaming the heating problem on?

 

[Shellcracker]

This particular unit did NOT overjeat while taking photos and browsing the web. And it was actually HOTTER air temperatures outside today than it was yesterday.

 

[Shellcracker]

What was the battery app they were blaming the heating problem on?

They weren't blaming the heating on it, they were calling it "scareware" designed to give improper reports. Basically hinting at it not actually being hot, which was a load of bollocks, as the customer care rep on the phone proved with her diagnostics that it was really indeed getting that hot. That particular rep in the store just flat didn't want to fool with it.