Phone issues - Verizon is substituting on Fascinate returns

[joebob2000]

Call verizon tech support, tell them you are not getting any 3G reception or cell reception, tell them you have done a factory reset which did not help. Tell them you need an ESN swap. If that does not fix it, you will need tier 2 tech support to do a DMU reset.

My old Storm had the same experience, it was truly going for hours without the ability to receive any calls even though I was in a good signal area. Some time on the phone with level 2 got it taken care of (and it never happened again,) but they never bothered to explain what the problem was. I suspect this is just another one of life's mysteries.

 

[jnewell]

Call verizon tech support, tell them you are not getting any 3G reception or cell reception, tell them you have done a factory reset which did not help. Tell them you need an ESN swap. If that does not fix it, you will need tier 2 tech support to do a DMU reset.

I apologize if I've lost track of the issue, but wasn't there a theory that swapping ESNs would be as good as a DMU reset? - or did that get proven not to work as well as the DMU reset?

 

[Landshark]

I apologize if I've lost track of the issue, but wasn't there a theory that swapping ESNs would be as good as a DMU reset? - or did that get proven not to work as well as the DMU reset?

Last I knew they were different and the DMU reset was more effective. Basically the ESN swap temporarily cuts off service to your phone and transfers it to another ESN, then restores it back on your phone so the phone is now actively looking for the signal and connects. With a DMU reset verizon tech support is actually forcing a 3G signal to your phone, so they save that as the last resort.

 

[gypsy76#AC]

I am on my 6th fascinate. I have had two replacements in a week. Last week I spent 3 hours in the store and countless hours with tech support. So isn short the store manager stated an operatable phone to Verizon is that it can make and receive calls. All data, apps and internet connection is all Google's fault. I inquired to them why push 4G or smartphones and got no response. So as I went into the store indicating poor battery life (which I never had an issue) they some how messed up the phone to only receive calls. Doing this a day before vacation they kindly sent a replacement phone through fedex knowing I would not receive it as I was going out of town. The store recognized that, " sometimes with trouble shooting things can go wrong" and though they made the mistake and have hundreds of phones on site they sent me on my way with a smartphone with no features. To add they also would not bust the 12 dollar for over night shipping fee and said I would have to pay for that. I emailed corporate and all's they said in short we are sorry and value your service. Ummm what service? They reported that there were no known issues with the fascinate.....scratches head. They did however on replacement number three offer me a free Eris, ummmm hello.....so I have no faith in Verizon when it comes to customer support. But I keep paying my bill of course as where I live friends on other carriers get no reception in my area.
. Verizon is a business, they take our money give little to know support and enslave us in our contracts. Good luck to OG but if they were to offer u any other device I'm sure A) the are replacement/ refurbished phones B) they will recommend paying out of pocket for a new device or C) offer an Eris lol

 

[MegaSoundwave76]

I am on my 6th fascinate. I have had two replacements in a week. Last week I spent 3 hours in the store and countless hours with tech support. So isn short the store manager stated an operatable phone to Verizon is that it can make and receive calls. All data, apps and internet connection is all Google's fault. I inquired to them why push 4G or smartphones and got no response. So as I went into the store indicating poor battery life (which I never had an issue) they some how messed up the phone to only receive calls. Doing this a day before vacation they kindly sent a replacement phone through fedex knowing I would not receive it as I was going out of town. The store recognized that, " sometimes with trouble shooting things can go wrong" and though they made the mistake and have hundreds of phones on site they sent me on my way with a smartphone with no features. To add they also would not bust the 12 dollar for over night shipping fee and said I would have to pay for that. I emailed corporate and all's they said in short we are sorry and value your service. Ummm what service? They reported that there were no known issues with the fascinate.....scratches head. They did however on replacement number three offer me a free Eris, ummmm hello.....so I have no faith in Verizon when it comes to customer support. But I keep paying my bill of course as where I live friends on other carriers get no reception in my area.
. Verizon is a business, they take our money give little to know support and enslave us in our contracts. Good luck to OG but if they were to offer u any other device I'm sure A) the are replacement/ refurbished phones B) they will recommend paying out of pocket for a new device or C) offer an Eris lol

Wait, they offered you a Droid Eris? I find that very, very, very hard to believe. That phone hasn't been on sale in, geez, I don't even know how long! And it has to be a comparable device, no? I could be wrong. But an Eris? I feel bad for you because, honestly, in the 8-9 years I've been with VZW, I've had no issues when it comes to customer service or tech support. Heck, my first Fascinate was messed up after the EA28 update and my GPS refused to lock in after that. I called them up, and before I knew it, they FedEx me a phone overnight (and I all I did was mention that I already went through the reset and reboot procedures). Yeah, it was a refurb phone, but it looked better than my old phone. I guess I just have good luck. Or because I also work in a customer service related field (I do technical support for a laser company in the Bay Area, so dealing with high end customer's is my specialty), I kinda know how to sweet talk some folk.
I miss you Fascinate peeps. I think I need to turn it on one more time and Odin/flash the sh!t out of it....

 

[Gamecock#AC]

OTA update is supposed to be coming out today to fix missed calls. It's on Verizon's website.

Doesn't make sense to be phasing out the Fascinate as they pushed it pretty hard, FINALLY, on mother's day. Typically, you can tell when they start dropping the price, which they haven't done yet. Still $199.99

 

[Chewy1576]

Received my replacement Fascinate today. Seems to be a lot better 3G wise. Probably going to leave it stock for a while unless I get tempted by CM7.

 

[gypsy76#AC]

I'm not kidding they said they could send me a like new Eris.........

 

[atomD21]

That doesn't really surprise me. Overall I've had good luck with Customer Service, but every once in a while you get the people who apparently have the cost of things taken out of their paycheck, or the completely clueless ones who don't know a Fascinate from a Razr... Sorry to hear about your horror story...

 

[bswright#AC]

They tried to offer me an Eris or Droid 1 as well. I told them they must think i'm crazy if i'm going to downgrade to a phone that was a year older than mine. Especially to the Eris that had far more issues than this phone.

Sent from my SCH-I500 using Tapatalk

 

[trigun123478]

I went through 7 fascinates for a different reason.They finally cut me a break and gave me the droid inc 2 . Which is a great phone but now I would like to sell it, and get the charge.

 

[MHB1638]

Let me add my 2 cents...My wife and I both own Fascinates. I'm on Ed04 with 2.0 COM ROM. My wife is on ED01 with 1.3. Lately we have had horrible signal on both phones. We both have drop calls, and when I decided to return to stock and update to ED04 it took 3 hours to patch E28, another 4 hours to download DL09, I mean the list goes on and on. I might have the patches incorrect but it took my phone 1.5 days to download to ED04. I kept getting "server unavailable" or "network failure". We went to Verizon and they said call Tech support. Last night we called and spent an hour on call using her phone standing outside the house and my phone as the "tester". He did all kinds of tests and inputs from his end, and my signal stayed 1x 1-2 bars to 3G 1 bar. I never got anything better and I found out I have a Tower 2 miles away so I should have great signal. Long story short, Verizon has to follow a step-by-step procedure before they can swap phones, so they are sending me a free fascinate to TEST one of our phones and see if its a phone issue or our area. He (tech support) agreed with me that sending a 3rd fascinate to a house that operates 2 already probably won't change a thing, but he has to follow procedures. So, tomorrow we'll get our new phone tomorrow and probably end up calling tech support back and getting two different phones. Sorry to say but the fascinate lately has been a POS. Great screen, about it. So, we shall see.....

 

[atomD21]

It's so strange to see some of the absoulte horror stories out there with this phone. I suppose all phones have their issues, but mine and my wife's Fascinates have always run great, no matter what I did to them. I'm sorry to hear some of the problems people have been having...

 

[seandm69]

This thread is interesting, as i too am having issues just within the last 2 weeks. It started with me being unable to lock GPS until i get into town, where before i could get a lock at my house in minutes. Then all of a sudden pandora started to cut in and out for a few seconds and then eventually it became minutes on end, to the point where it is no longer even worth listening to.

I am on Comm rom 2.0 and have been thinking of going back to stock just to see if i can get a lock. So today i tried on my wifes stock fascinate that is on DL04 and i could not even get a lock on hers. So it sounds like it is more of a verizon issue to me.

 

[MHB1638]

UPDATE

UPDATE: So its been awhile since I posted, I want to update everyone with what's been happening here. Verizon sent me a new Fascinate and it too was garbage. Drop calls, horrible service in my house and local area, you name it. Called Verizon back and was offered a substitute-Droid X2 or Incredible 2-we choose the Inc2. And its a big winner over the Fascinate. Screen to screen, the Samsung wins-but call quality and overall experience, the HTC kills it. No more drop calls, bluetooth works perfectly, I mean its so much a better phone. So, after some hassling with Verizon, they are sending me another Inc2 to replace my personal phone (my wife's was first).

I was also told by Tier 2 support that last month Verizon was offering replacements of these phones left and right no questions asked....BUT!!!!! He said a NEW patch is coming out to address phone issues--DUE first week of JULY. This is his words, not mine. We all know its word of mouth for rumors and such, I'm just a messenger relaying what he told me. Its harder now to get replacements with this patch due out, so understand that.

 

[Bitter13]

I just spent 40 minutes with a tech AFTER a store tech told me to go home and call them and they would give me a replacement phone no questions asked.

I was:
- Missing Calls
- Was getting 1 bar of 3G at the best of times (in Manhattan and Brooklyn)
- No GPS
- The phone was, at times on the internet,"spasming" and kept "going back" as if someone was continually pressing the back button.

The whole thing was kinda frustrating but I can't get too upset cause it's the first issues I've ever had with a phone/VZW

So here's the thing... I'm rooted running superclean rom. Is there a particular thread about how to prep your rom'd phone before sending it back to VZW?

 

[tykesan]

I also got them to give me a dinc2 also but it is a like new refurb! Is that what they gave u also?

 

[Bitter13]

Nope I was told that the are sending me a refurb Fascinate... which is fine by me as long as it works.

 

[MHB1638]

Nope I was told that the are sending me a refurb Fascinate... which is fine by me as long as it works.

This is step one in their procedures...trying a new device to "see" if this fixes the issue. My family went through this. I've been fighting Verizon on this since June 10th I think. Anyways, like I said previously, Verizon has a planned patch coming out next month to fix call quality on these phones.

 

[papa54]

I went through 7 fascinates for a different reason.They finally cut me a break and gave me the droid inc 2 . Which is a great phone but now I would like to sell it, and get the charge.

i called got a guy in Pheonx and he said that i was in a bad connection area... i explained everything had worked before and now all has gone to pot.. i ask about a swap and that was a no go because i was in an area where service was skimpy at best.. Soooooooooooooooooooooo..
I tried....