In store exchange?

[pheatton]

Since I have been having some strange issues that I have been unable to resolve, like the 3G connection dropping when the phone is locked and now its doing it all the time and others, Im thinking about stopping by the store and trying to exchange it there.

Do they still do this even with the 14 day return policy or do I need to go through the phone insurance company?

I really like the TB but this dropping its connection for no reason is really annoying. I have played with the modem settings in ##778## and have the LTE disabled as I don't have LTE in my area.

 

[Mortiel]

If it is within the 14 day return windows, you are entitled to exchange your device for a brand new device. If you pick the same model, you should be able to just swap it in a store. If you want another device, be advised the $35 restocking fee will apply.

After the 14 days, you are then within the 1 year manufacturer's warranty, which covers any defects an outside influence did not cause (damage you did not do yourself). You must call VZW Tech Support at 1-800-922-0204 and select option 3. Replacements are the same device, as the warranty is not offered by VZW, but by the phone manufacturer. VZW no longer has the "Three Strike Rule" where they will give you a different phone if you have had 3 or more replacements of your current phone. When you send back your defective phone, then will charge you $99-$299 if your phone has major damage (minor wear and tear does not count). ***FOR 99% OF ISSUES YOU ARE REQUIRED TO TROUBLESHOOT THE ISSUE WITH TECH SUPPORT BEFORE A REPLACEMENT CAN BE SENT. YOU HAVE BEEN WARNED.***

The insurance comes into play in two ways: 1. You drop your phone and it breaks. This is not covered by warranty. You must contact Asurion (who provides cell phone insurance) about making a claim, provided you already have insurance. 2. You are outside of the 1 year manufacturer's warranty/do not have any extended warranty, and your device malfunctions not due to outside influence. All claims to Asurion to have a deductible, like any other type of insurance.

I always recommend everyone get the Total Equipment Coverage (TEC) that Verizon offers, as it gives both insurance coverage if you damage your phone, but it also adds an extended warranty THAT NEVER ENDS until you remove the TEC feature. It also comes with perks: Asurion provides a free application for smartphones called My Mobile Recovery that allows for remote locking/wiping/locating to a device. Not only that, but it also means that if your phone ever malfunctions (not due to outside influence) and you have to call VZW to get a replacement, you get free overnight shipping on the replacement (as opposed to 5 day economy shipping).

 

[pheatton]

Hmm I bought mine on launch day...

 

[Yourself]

I was told by a CSR that your option to exchange in store expires after your 14 day period. After that, the exchanges are done by mail after doing some legwork with tech support. Just my experience...

 

[pheatton]

Yeah as always in-store employees were worthless and no help at all.

I guess will call tech support tonight and see what can be done. Now to try and find the thread where someone had their SIM reprovisioned.

 

[project.in.process]

Yeah as always in-store employees were worthless and no help at all.

I guess will call tech support tonight and see what can be done. Now to try and find the thread where someone had their SIM reprovisioned.

haha, you wanna bet you're going to hear, "dial *228 to fix it" when you talk to a CSR?

can't even think of how many threads there are about people who completely botched their phone service by doing this

 

[pheatton]

haha, you wanna bet you're going to hear, "dial *228 to fix it" when you talk to a CSR?

can't even think of how many threads there are about people who completely botched their phone service by doing this

Haha yeah dont think I will be doing that hehe.

Im thinking about this route - SIM

 

[mrtonk]

Might want to wait until after the TB update that is scheduled to be out OTA soon. Supposedly it deals with 3G connectivity issues like the ones you are talking about.

 

[cwescapexlt4x4]

When I had my TB exchanged, the tech support line was going to mail me a new phone (I was in store), I protested to exchange AT STORE, had to get the manager involved and finally got the exchange done. No way was I going to wait for another TB to be mailed to me within the 14 days.

 

[pheatton]

Might want to wait until after the TB update that is scheduled to be out OTA soon. Supposedly it deals with 3G connectivity issues like the ones you are talking about.

I think I will wait for the OTA and see how that plays out.

 

[Mortiel]

I'll breakdown a warranty replacement: It is a replacement offered by a manufacturer, granted that the customer and VZW has made a "best" effort to fix the phone. Simple as that.

Now, I'll breakdown SIM reprovisioning Do's and Don't's:

What that other thread was speaking of with removing the SIM, refreshing your network profile, then replacing the SIM and powering back on the phone is a combo of two steps, obviously. Each can be done separately with the same effect. Feel free to remove your SIM at any time and reseat it back in the device after about 30 seconds. You phone will have to re-acquire its network profile and roaming lists from scratch. Its like dialing *228 and selecting option 1 & 2 from a 3G phone.

Don't, WHATEVER YOU DO, ever have people indiscriminately replace your SIM card if you are having issues with data and your phone has already been activated. This fixes nothing, and in fact can create even potentially worse authentication errors that take forever for network techs to fix. There are only select few occasions where a SIM needs to be replaced, and all of them happen upon activation or reactivation, leading to my next don't...

Don't expect to be able to go from 4G service with a 4G phone, then switch to 3G service on a 3G phone then back with no hassle. Your SIM card will be listed as on of three random states in our system once you go back to 3G. Only one of them allows the SIM to be reactivated, and only within 30 days of going back to 3G. Yup, thats and even break... you have a 33% of your SIM working each time your jump from 4G to 3G to 4G. Its easy and free to replace your SIM, but its inconvenient for you, obviously.