Droid 2 and Verizon Reps

[tsweeney77]

I went in to Verizon today to have my phone looked at and replaced because the slider is loose and opens crooked. The sliding screen can be offset by almost 3/16" and opens in my pocket.

I've only had this phone less then two months and not hard on the phone either. My account is good standing.

3 Verizon reps told me they won't replace the phone under Motorola's orders. The offsetting screen is from normal wear and tear and not subject to warranty replacement. I told them that if I would have known that this phone would have been like this after 2 months, I would have never bought it. They looked at me like they wanted to say, "oh well."

I was on my way to work, so I didn't have time to screw around any longer. I'm thinking about eating the $350 ETF and going to Sprint. This still pi$$e$ me off.

 

[DroidXcon]

you posted this in another forum aswell, ill repeat my answer here :


Here is my thoughts on this,,,,you shouldnt go paying 350 because they were jerks,,, if you do that you will be switching to another company that is to big to care how well they treat their customers...

here is what i would do. Since they are not honoring warranty i would sell the D2 for lets say 250 or 300 and and that to the money you were going to spend to get out of your VZ contract and buy a phone off contract . I bought my Fascinate for 350 and my girlfriends phone for 300 both off of craigslist.
Then you would have a new phone off contract and you would not need to get yourself chained down to another contract. If you do something like this you will be the one who laughs in the end because you are able to get a better phone and save yourself from being owned by any contract.

Im not saying you should get a Fascinate,,, which i love by the way coming from a DX i think this phone is so much better but thats my opinon..... but you could get the DX and it would still be better than the D2 it has no moving parts besides the buttons and it has alot bigger screen.

anyway thats just my idea, i wouldnt let some jerk reps force you into giving away 350 dollars

 

[pool_shark]

Is it possible that the reason your keyboard is loose is because of the pressure you put on it while it's in your pocket?

 

[tsweeney77]

I wear loose fitting Nike athletic pants while I'm at work. The pockets in those pants have plenty of room in them. I do understand what you are getting at though.

 

[tsweeney77]

you posted this in another forum aswell, ill repeat my answer here :


Here is my thoughts on this,,,,you shouldnt go paying 350 because they were jerks,,, if you do that you will be switching to another company that is to big to care how well they treat their customers...

here is what i would do. Since they are not honoring warranty i would sell the D2 for lets say 250 or 300 and and that to the money you were going to spend to get out of your VZ contract and buy a phone off contract . I bought my Fascinate for 350 and my girlfriends phone for 300 both off of craigslist.
Then you would have a new phone off contract and you would not need to get yourself chained down to another contract. If you do something like this you will be the one who laughs in the end because you are able to get a better phone and save yourself from being owned by any contract.

Im not saying you should get a Fascinate,,, which i love by the way coming from a DX i think this phone is so much better but thats my opinon..... but you could get the DX and it would still be better than the D2 it has no moving parts besides the buttons and it has alot bigger screen.

anyway thats just my idea, i wouldnt let some jerk reps force you into giving away 350 dollars

Thanks for the suggestion. I probably will end up doing something like this.

 

[jdbower]

Of course, the easiest option is to just find another Verizon store and see if they're more willing to help. People like to think that a store employee is somehow a representative of the Verizon collective which is of a single mind rather than an individual. An individual who is probably looking for as little work as possible before Christmas - especially if said store is in a mall or other major shopping area (and really, which stores aren't?).

 

[dk21]

Have you tried calling? I've found that the reps that you call are much more professional than the a-holes in the store around us. I went in there once to swap my Incredible for the 2 and felt like I should take a shower after being around a bunch of slimeballs...never again. In my experience, if they aren't going to make money off of you, the store employees don't care. There are some reps in the calling centers that don't care either, but I've had some that have really helped me out.

Good luck working something out!

 

[Kimo91]

When it comes to warranty issues with any phone me and my family have I just call tech support cause people in the verizon stores are just jerks and more worried about making a sale than helping out with warranty issues. I'm a repair tech at sprint and I found out on verizons end with warranty phone issues, they only can get an x amount cause of some kind of budget stet for the store for the day and if they go over then they get a smaller bonus which is BS where as we fix everything including cracked screens.

 

[Chris Kerrigan]

Have you tried calling? I've found that the reps that you call are much more professional than the a-holes in the store around us. I went in there once to swap my Incredible for the 2 and felt like I should take a shower after being around a bunch of slimeballs...never again. In my experience, if they aren't going to make money off of you, the store employees don't care. There are some reps in the calling centers that don't care either, but I've had some that have really helped me out.

Good luck working something out!

That has been my experience to the tee. Phone reps tend to be much more professional and willing to help than some of these goons in the stores. I've even had supervisors on the phone tell me to just call if I'm ever having an issue because "a lot of our store reps are not properly trained".

 

[phantasmah]

Like others have said, call Verizon customer support instead of going to the store. Store employees get paid blah wages to regurgitate information memorized out of employee handbooks; they only give a damn about you if you're in there to buy something.

 

[blaisedinsd]

+100

Call Verizon whenever possible and avoid going to the store for service unless necessary.

You follow this golden rule and you get great customer service in my experience. In store it's much more of a crap shoot.

 

[tsweeney77]

Thank you everyone for your advice.

 

[blackmannx#AC]

I believe I can say this and not get beat in the head.. Call the tech support department directly. advise of your experience in the store and if the tech doesn't apologize and recommend a replacement then I would be shocked.

Store techs see alot of abuse of devices and become Jaded over time but that is no excuse for not helping a customer.

I was in a corp store two days ago picking up a new Bluetooth and had to speak to a tech about the way they handled a customers hardware issue in the same manner.. They had a tude with me till I pulled out my business card..

dont let an A-hole ruin your mobile experience and most assuredly dont let one force you to pay an ETF!

 

[db306#AC]

I believe I can say this and not get beat in the head.. Call the tech support department directly. advise of your experience in the store and if the tech doesn't apologize and recommend a replacement then I would be shocked.

Store techs see alot of abuse of devices and become Jaded over time but that is no excuse for not helping a customer.

I was in a corp store two days ago picking up a new Bluetooth and had to speak to a tech about the way they handled a customers hardware issue in the same manner.. They had a tude with me till I pulled out my business card..

dont let an A-hole ruin your mobile experience and most assuredly dont let one force you to pay an ETF!

Is there a direct toll free number for VZ tech support?

 

[adidas81]

I can DEFINITELY vouch for calling VZW support rather than trying to get anything out of the store reps. I previously had a BB 9650 which gave me more problems than any other phone I've owned..after 3 replacements, no less. I basically had to nag the hell out of online/phone reps, but I was finally offered the option to upgrade early, thus allowing me to get my droid 2 global. The phone/online support people all seem to have different answers or lengths in which they are willing to go for you, but what I have learned is to keep trying and you'll eventually find someone to provide the replacement/help you need.

 

[Kimo91]

I love talking to CS on the phone and as long as you don't act like a D-bag to them they'll do all they can to make you happy. Sprint sucks balls with their CS on the phone and their reps in the corporate stores. Like I mentioned in an earlier post I'm a repair tech in a sprint store and although we're a 3rd party store we do way more for a customer than their corporate staff. VZW is totally the opposite where they are D-bags in their stores whether 3rd party or corporate but in my dealings and experiences their CS on the phones are top notch...like I said earlier don't be a D-bag to them, just be as sympathetic to them as they are to you and you'll see the extent they'll go to make their customers happy

 

[Kave_in]

dont go to sprint, the guys are absolute morons...I had a loose screen on my epic and they took the phone, an hour later came back and tried to convince me they fixed it while I showed them that nothing had changed...I went to vzw and got a droid 2, love it, best phone I have ever had.

 

[sgt_addyjp#AC]

Like others have said, call Verizon customer support instead of going to the store. Store employees get paid blah wages to regurgitate information memorized out of employee handbooks; they only give a damn about you if you're in there to buy something.

I completely agree with you on this. I never go to a verizon store hardly at all. I always call 611 and they always make sure that I get done what needs done.

 

[mikells43]

866 406 5154 ALWAYS CALL THAT NUMBER, NEVER 611. thats level 2 data tech support. they are authed to replace ur phone without goign thru any bs. i have a droid 2 global coming to replace my d2 due to pic messaging issue that has had open ticket since oct 2010

 

[DERacing]

Have you tried calling? I've found that the reps that you call are much more professional than the a-holes in the store around us. I went in there once to swap my Incredible for the 2 and felt like I should take a shower after being around a bunch of slimeballs...never again. In my experience, if they aren't going to make money off of you, the store employees don't care. There are some reps in the calling centers that don't care either, but I've had some that have really helped me out.

Good luck working something out!

This! They will ship a replacement phone out to you. Simple process to activate.

After calling in when my 2nd D1 when belly up for an intermittent issue, the rep on the phone, was nice enough to upgrade me at no charge to a D2.