Why Verizon has delayed the JellyBean 4.1 ota on the vzw Galaxy Nexus

[Cigar-Junkie]

As a large corporation they do hear customer feedback at Verizon. One day someone is going to have a meeting and attempt to do something to speed up testing.

A large corporation schedules a meeting to go over results from a customer feedback group, now there's something new.

Sent from my Nexus 7 using Tapatalk 2

 

[jephanie]

A large corporation schedules a meeting to go over results from a customer feedback group, now there's something new.

Sent from my Nexus 7 using Tapatalk 2

The Fortune 100 company I work for does. There are even executive committees that focus time and attention on the topic.

Any company that intends to be successful will listen to customer feedback (in aggregate, at least) in order to determine how to retain their customers. Business 101 will tell you that it is far cheaper and more profitable to keep your current customer than to go get a new customer. But large companies are not nimble and take a much longer time to adjust than customers who are "on the bubble" are willing (or able) to wait.

 

[SHIVA77]

The Fortune 100 company I work for does.

OK, let me give you an interesting scenario here about this particular case. I have been having BT issues with my VZW SGN since the 4.0.4 update. That's a solid 3 months plus of issues.

I have done the following:
1- Run two very popular threads about this issues on two Android forums. One here.
2- Called VZW customer service and tech support a few times.
3- Called Samsung a few times.
4- Emailed the contact us on VZW site.
5- Sent snail mail letters.
6- Finally emailed the executives at VZW several times. On VZW website, under About Us, they list their leadership, and supposedly you can email them.

I want to talk to you about point 6, which refers to your statement.

I have used the so called email our executives options several times, over the course of 3 weeks. Each time, no matter who I sent the email to, I got the same a*hole named David Hughes, who introduced himself as the Executive Correspondent. All emails sent to about 5 different execs, including the president ends up at this low level clerk, who sounds like an intern or a temp. He has no idea about phones, which phone is what, and specially no clue about customer service.

I sent them an email with the intention of bringing more attention to the BT issues on the SGN that's all, I get a reply that he wants to swap my SGN that I paid $300 for a refurbished nearly discontinued model which has none of the features on my phone. That option is worth $10 or less.

No matter who I email and complain that I need to communicate with someone half intelligent about my ongoing BT issues, I get the same a*hole David Hughes spewing unrelated garbage.

That's VZW caring for their customers.

 

[Cigar-Junkie]

The Fortune 100 company I work for does. There are even executive committees that focus time and attention on the topic.

Any company that intends to be successful will listen to customer feedback (in aggregate, at least) in order to determine how to retain their customers. Business 101 will tell you that it is far cheaper and more profitable to keep your current customer than to go get a new customer. But large companies are not nimble and take a much longer time to adjust than customers who are "on the bubble" are willing (or able) to wait.

Sorry, I failed to turn on the sarcasm icon on.

Sent from my Nexus 7 using Tapatalk 2

 

[jephanie]

Sorry, I failed to turn on the sarcasm icon on.

Sent from my Nexus 7 using Tapatalk 2

Oh, trust me. I'm totally there on the sarcasm front. The problem is that those of use with seriously crappy experiences (myself included) are not heard at an individual level. And when many of us complain in aggregate, it still takes forever for the corporate machine to figure out how to undo their service failures. By the time they do, many of the people with whatever the problems are being experienced will have already been lost as customers.

My bazillion calls to VZW and complaint to their corporate office has yielded zilch in terms of customer satisfaction to me. When my current contract is up next year, I will take a very careful look at what my options are for the next contract. VZW has lost its automatic favor status with me at this point. But I am also realistic enough to believe the GNex was a horribly crappy quality device to begin with and that the only hope for redemption is the Samsung-branded Galaxy series (the GS IV, by the time I'm ready for the next upgrade).

 

[pblakk]

My bazillion calls to VZW and complaint to their corporate office has yielded zilch in terms of customer satisfaction to me. When my current contract is up next year, I will take a very careful look at what my options are for the next contract. VZW has lost its automatic favor status with me at this point. But I am also realistic enough to believe the GNex was a horribly crappy quality device to begin with and that the only hope for redemption is the Samsung-branded Galaxy series (the GS IV, by the time I'm ready for the next upgrade).

Can you site an example with an experience with Verizon CS?


sent from my DInc4g using AC forums

 

[vivek615]

OK, let me give you an interesting scenario here about this particular case. I have been having BT issues with my VZW SGN since the 4.0.4 update. That's a solid 3 months plus of issues.

I have done the following:
1- Run two very popular threads about this issues on two Android forums. One here.
2- Called VZW customer service and tech support a few times.
3- Called Samsung a few times.
4- Emailed the contact us on VZW site.
5- Sent snail mail letters.
6- Finally emailed the executives at VZW several times. On VZW website, under About Us, they list their leadership, and supposedly you can email them.

I want to talk to you about point 6, which refers to your statement.

I have used the so called email our executives options several times, over the course of 3 weeks. Each time, no matter who I sent the email to, I got the same a*hole named David Hughes, who introduced himself as the Executive Correspondent. All emails sent to about 5 different execs, including the president ends up at this low level clerk, who sounds like an intern or a temp. He has no idea about phones, which phone is what, and specially no clue about customer service.

I sent them an email with the intention of bringing more attention to the BT issues on the SGN that's all, I get a reply that he wants to swap my SGN that I paid $300 for a refurbished nearly discontinued model which has none of the features on my phone. That option is worth $10 or less.

No matter who I email and complain that I need to communicate with someone half intelligent about my ongoing BT issues, I get the same a*hole David Hughes spewing unrelated garbage.

That's VZW caring for their customers.

Go to the Verizon store and demonstrate the issue that has occurred since the update... if they understand that an update has made a phone lose core functionality then they will have to address the issue...

As far as being aware it may be the case that this issue exists on such a small number of devices that they don't see it as an issue that can be dealt with... if they cannot replicate the issue then how can they fix it?

Sent from my Galaxy Nexus using Tapatalk 2

 

[ChuckG73]

The problem with Verizon is that they are taking advantage of SCRUM, Agile, or Lean development and testing. If they are they are not doing it right....

 

[toll]

I've said this before and ill say it again... If the updates were solid after spending so much more time on them, why do they ALWAYS need to patch things later? always have, always will. So why not give being first a shot, and still end up patching it later.

 

[dmmarck]

I've said this before and ill say it again... If the updates were solid after spending so much more time on them, why do they ALWAYS need to patch things later? always have, always will. So why not give being first a shot, and still end up patching it later.

That's the nature of software, unfortunately.

 

[toll]

That's the nature of software, unfortunately.

You're right, it is. So why the wait? I think it's sad that a dev can put together a working stable release individually faster than a team of Big Red techs. They either have a piss poor system, or incompetent people handling this.

 

[dmmarck]

You're right, it is. So why the wait? I think it's sad that a dev can put together a working stable release individually faster than a team of Big Red techs. They either have a piss poor system, or incompetent people handling this.

Your guess is as good as mine.

 

[toll]

Your guess is as good as mine.

Sorry for ranting, but i do feel better

 

[theduder]

What I'm worried about is all this time I could've been using GoogleNow, and I can't do it. All of these latitude check-ins, all of my google offers buys, and calendar entries will hopefully enable me to configure Google Now faster once I get it.

Google Now sucks unless you're in the Bay area. I couldn't believe how many more cards and how much more useful it was when I traveled to San Fran (and I live in DC which is no slouch in terms of being a tech area). This was on my Nexus 7.

 

[FramCire]

A couple notes:

The guy who responds to emails to executives is likely a customer retention representative. Don't expect any technical or update information. He will offer options and look into things, but you have to know they aren't on the technical side. Like any customer retention specialist, their job is to give as little as possible to keep you. Expecting technical know how is foolish.


I have seen updates in the past that made phones inoperable so the testing is important to make sure the core functionality is working. They can always patch the little stuff. I don't see why people complain about waiting a few weeks longer to get a core functional product. If you need the latest as fast as possible root, otherwise patience isn't a big deal.

Sent from my Galaxy Nexus using Tapatalk 2

 

[theduder]

OK, let me give you an interesting scenario here about this particular case. I have been having BT issues with my VZW SGN since the 4.0.4 update. That's a solid 3 months plus of issues.

I have done the following:
1- Run two very popular threads about this issues on two Android forums. One here.
2- Called VZW customer service and tech support a few times.
3- Called Samsung a few times.
4- Emailed the contact us on VZW site.
5- Sent snail mail letters.
6- Finally emailed the executives at VZW several times. On VZW website, under About Us, they list their leadership, and supposedly you can email them.

I want to talk to you about point 6, which refers to your statement.

I have used the so called email our executives options several times, over the course of 3 weeks. Each time, no matter who I sent the email to, I got the same a*hole named David Hughes, who introduced himself as the Executive Correspondent. All emails sent to about 5 different execs, including the president ends up at this low level clerk, who sounds like an intern or a temp. He has no idea about phones, which phone is what, and specially no clue about customer service.

I sent them an email with the intention of bringing more attention to the BT issues on the SGN that's all, I get a reply that he wants to swap my SGN that I paid $300 for a refurbished nearly discontinued model which has none of the features on my phone. That option is worth $10 or less.

No matter who I email and complain that I need to communicate with someone half intelligent about my ongoing BT issues, I get the same a*hole David Hughes spewing unrelated garbage.

That's VZW caring for their customers.

Identify the regulatory commission in your home state that governs Communication services (telephone, cable tv, etc...) and file a complaint with them. In my home state, the regulation doesn't strictly apply to wireless carriers, but the carriers voluntarily submit to the regulatory authority since they do so for land line services. I had a dispute with Sprint before moving to Verizon and complaining to the commission got me near-instantaneous response and a staggeringly positive outcome.

 

[toll]

A couple notes:
I have seen updates in the past that made phones inoperable so the testing is important to make sure the core functionality is working. They can always patch the little stuff. I don't see why people complain about waiting a few weeks longer to get a core functional product. If you need the latest as fast as possible root, otherwise patience isn't a big deal.

Sent from my Galaxy Nexus using Tapatalk 2

It shouldn't take months to find a device crippling bug/issue.

(caution my old man is coming out here) That's whats wrong with this country these days, nobody wants to do their job!
AND STAY OFF MY LAWN!

My point is if one can do it, why can't others?

 

[nemov]

I bought the Nexus 7 a couple of weeks ago. I'm really happy with the device. The difference between Jelly Bean and ICS are so subtle it's hardly worth all the excitement.

 

[dmmarck]

I bought the Nexus 7 a couple of weeks ago. I'm really happy with the device. The difference between Jelly Bean and ICS are so subtle it's hardly worth all the excitement.

Meh, that's very subjective. I found JB to be so good I refuse to be on ICS again .

 

[dcastillo]

I bought the Nexus 7 a couple of weeks ago. I'm really happy with the device. The difference between Jelly Bean and ICS are so subtle it's hardly worth all the excitement.

Thats because Google Now is no where near as useful on a wifi tab as it is on a cellphone...