Verizon/LG Frustrations

[Joshua_Muldoon]

Just got off the phone with Verizon support and LG chat. First, the Verizon tech guy went through researching about the screen issue and found the many reports that were online about this issue. He said the only options I had were to either pay off my device and get a trade in or a new one, or to get another warranty phone, both of which I don't really want to do, especially since both V20's have had this screen issue. So, I went to LG, and they just spoke complete crap as well, since they can't provide refunds or anything like that through themselves, it has to be through Verizon. They could only provide a warranty themselves, but I would be without a phone for a couple weeks. Nope. I'm paying for the V20 on monthly payments, which I got from Verizon in November. I don't want another V20, since it would be another warranty and I don't feel as if that is a trustworthy option. Any ideas at all? I want to demand for a refund if I can't get a new phone, I just don't know how that would all work. I have a Verizon Business account and they don't seem to have a chat option for businesses, only calling. Any help would be much appreciated.

 

[vasekvi]

What screen issue? Image retention? How long have you had the phone?

 

[Joshua_Muldoon]

What screen issue? Image retention? How long have you had the phone?

Screen retention, yes. I had my first V20 for about 8 months and it got screen retention. I have had this warranty V20 for 1 and a half months, and it's back, just not as bad yet.

 

[vasekvi]

Probably a used screen on a refurbished replacement. I invert my screen every once in a while while I use Waze because that app is my number one culprit. I say just keep getting the phone swapped out all through the warranty period. What other phone would you get if they let you change?

 

[Mike Dee]

Just got off the phone with Verizon support and LG chat. First, the Verizon tech guy went through researching about the screen issue and found the many reports that were online about this issue. He said the only options I had were to either pay off my device and get a trade in or a new one, or to get another warranty phone, both of which I don't really want to do, especially since both V20's have had this screen issue. So, I went to LG, and they just spoke complete crap as well, since they can't provide refunds or anything like that through themselves, it has to be through Verizon. They could only provide a warranty themselves, but I would be without a phone for a couple weeks. Nope. I'm paying for the V20 on monthly payments, which I got from Verizon in November. I don't want another V20, since it would be another warranty and I don't feel as if that is a trustworthy option. Any ideas at all? I want to demand for a refund if I can't get a new phone, I just don't know how that would all work. I have a Verizon Business account and they don't seem to have a chat option for businesses, only calling. Any help would be much appreciated.

Even if they had a chat option you are better communicating on the phone. Did you get someone in tier two support? I honestly don't see them upgrading or refunding but if you have a business account with a high bill that could make a difference. I suggest going with another exchange because if they give another bad one even if different problem you will have more ammo and maybe you can at least get a brand new one.

 

[Joshua_Muldoon]

Probably a used screen on a refurbished replacement. I invert my screen every once in a while while I use Waze because that app is my number one culprit. I say just keep getting the phone swapped out all through the warranty period. What other phone would you get if they let you change?

I doubt they would let me change, but if I could pick one from that year or maybe a little after probably the S8+. They probably wouldn't allow this, I really want the Note 8 anyways, but the other one would be the Pixel XL.

 

[Joshua_Muldoon]

Even if they had a chat option you are better communicating on the phone. Did you get someone in tier two support? I honestly don't see them upgrading or refunding but if you have a business account with a high bill that could make a difference. I suggest going with another exchange because if they give another bad one even if different problem you will have more ammo and maybe you can at least get a brand new one.

Yeah, good point. That seems like my only option. I don't know about tier 2 support though, but it is a business account, and they had to transfer me from chat to phone.

 

[Mike Dee]

Yeah, good point. That seems like my only option. I don't know about tier 2 support though, but it is a business account, and they had to transfer me from chat to phone.

Tier two support can make the real decisions if you are unhappy. A lot of things matter. The amount of time you are with them, any contracts about to expire, how much you spend. They don't like to lose customers. Be courteous but firm and explain the situation. Only lose your cool if nothing else works.

 

[Joshua_Muldoon]

Tier two support can make the real decisions if you are unhappy. A lot of things matter. The amount of time you are with them, any contracts about to expire, how much you spend. They don't like to lose customers. Be courteous but firm and explain the situation. Only lose your cool if nothing else works.

Awesome, I will do that tomorrow. I will call them and then ask for tier two support.

 

[Mooncatt]

I'm not one that likes to just say suck it up, but this is a time I just don't think it's worth it to fight. As far as problems go, screen retention it's just a minor annoyance. It's not like your phone is going to blow up or anything from it. So I'm just dealing with mine and not getting into the refurbish roulette game.

 

[TheMarcus]

Exchanging for the same phone is probably your only option. You can maybe see if they'll let you swap for a phone of equal or lesser value when you call again.

My phone is out of warranty because of an accident, so I'm stuck with it, but after I pay it off, I'm going to file an insurance claim and see if they'll let me downgrade to a Z2 Play.

 

[Mike Dee]

I'm not one that likes to just say suck it up, but this is a time I just don't think it's worth it to fight. As far as problems go, screen retention it's just a minor annoyance. It's not like your phone is going to blow up or anything from it. So I'm just dealing with mine and not getting into the refurbish roulette game.

The thing I would worry about is water resistance in the event the refurbished was opened up for any reason.

 

[Mooncatt]

The thing I would worry about is water resistance in the event the refurbished was opened up for any reason.

The V20 isn't claimed to be water resistant in the first place, so wouldn't matter in this case.

 

[Mike Dee]

The V20 isn't claimed to be water resistant in the first place, so wouldn't matter in this case.

Damn it.... I forgot we were talking about the V20. Thought I was in G6 land.

 

[Joshua_Muldoon]

As someone asked on the other thread about what makes me think it wouldn't happen with any other phone I use, this is the first phone that has done it to me. I have had 2 V20's, and both had image retention. I have owned several Droids and have never had that happen with them, and the Droid Turbo 2 had an AMOLED screen on it and never got screen burn-in either. Nor did my Galaxy S3. That's why I am wary about getting another V20. 2 phones in a row, so that's why. Not being rude, if this post sounds that way it wasn't supposed to.

 

[MDMcAtee]

This is the main reason why I won't ever use Verizon again.. Been there done that....

Since this is a repeat issue you have a couple options..

1 speak to a manager at a corporate store and explain this to him and ask for a new replacement not referb.. Most likely he won't do this and most likely will get you into a different phone.

2..Buy a new disposable phone and use it while you send LG your V20..

If you send it to them.. Make sure you get all documentation and include everything that is wrong with the phones screen. Also tell them that you want a new replacement for yours since this is the 2nd refurbished one and it has the same problem.. Do this in a signed letter inside the box tapped to the phone.. Also include the rma number on the box and in your letter along with your phone number and email address. Next day mail it to them with signature requested. This way if they loose it you will have a record of them getting it and insure it for the cost of a brand new one..

Most likely they will replace it with a new one but keep a record of the numbers inside it to see if they repair it or replace it..

Good luck and let us know what happens

Mac

 

[Joshua_Muldoon]

This is the main reason why I won't ever use Verizon again.. Been there done that....

Since this is a repeat issue you have a couple options..

1 speak to a manager at a corporate store and explain this to him and ask for a new replacement not referb.. Most likely he won't do this and most likely will get you into a different phone.

2..Buy a new disposable phone and use it while you send LG your V20..

If you send it to them.. Make sure you get all documentation and include everything that is wrong with the phones screen. Also tell them that you want a new replacement for yours since this is the 2nd refurbished one and it has the same problem.. Do this in a signed letter inside the box tapped to the phone.. Also include the rma number on the box and in your letter along with your phone number and email address. Next day mail it to them with signature requested. This way if they loose it you will have a record of them getting it and insure it for the cost of a brand new one..

Most likely they will replace it with a new one but keep a record of the numbers inside it to see if they repair it or replace it..

Good luck and let us know what happens

Mac

Thank you, I am planning on calling their tier 2 support line right in a minute here, and if they don't do anything, then I will go through your options listed here. Thank you

 

[MDMcAtee]

I never got anywhere with Tier 2 on Verizon and I don't think that they will be able to get you a new one..not unless things have changed significantly in the last few years... Not on the phone anyway .. I've always had to go into a corporate store and and try to get things resolved even when I called retentions and spoke with them..

Good luck with it

Mac

 

[Joshua_Muldoon]

I never got anywhere with Tier 2 on Verizon and I don't think that they will be able to get you a new one..not unless things have changed significantly in the last few years... Not on the phone anyway .. I've always had to go into a corporate store and and try to get things resolved even when I called retentions and spoke with them..

Good luck with it

Mac

Ok, thank you

 

[Joshua_Muldoon]

Ok, I sorted it all out. Looks like they will be sending me a new S8 on Friday. I got very lucky, well, somewhat. Just took some persistence to get it all done. Thanks for all of your help.