Related
EDIT: i had a brain fart and did not search first so i apologize. what i will do is update this thread and monitor for any data connection issues.
just thought i'd share my ordeal trying to upgrade a line to this new phone. this whole thing took 3 thunderbolts and several useless verizon sales/techs (i will never purchase directly from a vzw store again, the staff i dealt with at 2 corp stores was completely inept).
purchase 1: i purchased a thunderbolt and upgraded my line in store and everything is working/provisioned according to the tech. i don't realize i am missing texts and data until after i get back to work since the tech said it would "fully activate" over the next few hours (wtf..... but ok, new device/service and the sales guy wanted to set my expectations low). 2 trips back to the store for a total of 3.5 hours and 2 new sims and they cant get data or text working on the phone.
purchase 2: new verizon store closer to work. talked to the sales guy and informed him of the issues i had prior. he says no problem, they must have had some issues. we definitely wont have them here. i tell him fine i will upgrade but i am not leaving until voice, data, and text are working 100%. he cant get text or data to activate either so he says i can leave and he can call me when its done (little problem with not having a phone though to receive the call....) end result they return the phone an and i am dinged the restocking fee because they dont want to return as a problem.
purchase 3: bestbuy..... my expectations already set super low, i ask them if they have problems activating tb's on upgrades..... they say no, but it could take a while to do the whole process. i told them of the issues i ran into at other stores and they said did the tech reset the phone or factory reset the phone after the initial activation? (bingo! only power resets through the gui although the sales guys at both vzw stores said they factory reset).
for anyone running into data activation/data drop issues, factory reset the phone (i had to do it twice). and it should be solid after that. i have been up and running for the last few hours without issue.
my tb is set to cdma + lte/evdo auto.
tl;dr: data problems? do a factory reset. 3g data/text/voice has been solid after this process. PITA? yes, but it seems to work.
So 24 hours later and there doesn't appear to have been a data drop. There are still some weird fc's with the browser though. And the market has fc'd as well.
Sent from my Xoom using XDA App
Thanks for the tip! My 3g in my apartment that worked with my Droid kept dropping. It works now. Awesome!
Sent from my ADR6400L using XDA App
I am surprised you paid the restocking fee. I would have told them to kiss my ass.
Sadly enough, the guys at Best Buy Mobile don't always get enough credit, sometimes they do have some real idiots working there, but some of those people know ten fold what a guy at a local single carrier shop will.
BBYM, since I used to work for one, makes you take detailed training before you are supposed to work in the department, doesn't mean its followed, but if someone has been in the department for awhile they will have.
Most carrier stores don't have a lot of training, if they do, it is only about their company, not 6-7 different companies, between post and pre paid.
The restocking fee was charged because they returned it as customer deactivated, not a programming issue. I had to call customer support from my cell to get the restocking fee credited to my account. So all told I lost 1.75 at that store (plus the time I spent there).
I originally went to BB to return something, not walk out with a new phone. I got sucked in by the cute girl who chatted me up while processing my return. I ended up keeping the return and getting a new phone... lol.
Sent from my Xoom using XDA App
r0guenj said:
The restocking fee was charged because they returned it as customer deactivated, not a programming issue. I had to call customer support from my cell to get the restocking fee credited to my account. So all told I lost 1.75 at that store (plus the time I spent there).
I originally went to BB to return something, not walk out with a new phone. I got sucked in by the cute girl who chatted me up while processing my return. I ended up keeping the return and getting a new phone... lol.
Sent from my Xoom using XDA App
Click to expand...
Click to collapse
oh ok, that isn't bad at all then I guess
I'm not sure if I'm having data problems seems really I have a bad reception here but I would like try this...so if I reset would I lose root??? I'm running stock rooted and clockwork no custom Rom no special stuff thanks in advance
Sent From My HTC Thunderbolt!!!
does your data still work after you restart your phone?
Well yes let try right now
Sent From My HTC Thunderbolt!!!
Bigandrewgold said:
does your data still work after you restart your phone?
Click to expand...
Click to collapse
I restarted my phone and well reboot and took like a minute to get data is that the problem you are having because for me is no big deal
Sent From My HTC Thunderbolt!!!
denpad2010 said:
I restarted my phone and well reboot and took like a minute to get data is that the problem you are having because for me is no big deal
Sent From My HTC Thunderbolt!!!
Click to expand...
Click to collapse
no, i couldnt ever get 3g and rarely got 4g or 1x
but after the factory reset 3g id flawless but i am wondering if i reset it will it go back to doing that because that seems to be what happened
Can't believe they made you pay a restocking fee.
This worked like a charm...thanks
When I got my GSII a week ago Sunday, the store rep assured me that my voice, data and messaging plans were all intact and good to go. I have the $5-200 messaging plan, since I don't use texting that often — 100 or so on a heavy month.
Today I was told that a cow-orker had sent me a text calling off work tonight. I didn't receive the message, so I tried sending him one, but didn't get a reply. I asked another person to send me a message, but with no result.
I went to the AT&T store, where they said for some unknown reason when my account was switched to the new phone, my messaging capabilities were killed outright. Because AT&T has decided that $20 unlimited messaging is the only true path to follow, the store reps have no option for re-adding my grandfathered plan. As it turns out, their overlords on the phone also aren't allowed to put it back.
They told me my options were to either go per-use or pay for the $20 plan. I told them their options were to give me back my old plan, credit my account for $360 (the $15 difference in plans for 24 months) or cancel my new contract so I can go to Verizon.
Another phone call later, the rep tells me that my problem has been moved up the chain and that some supreme overlord has to make the decision to reinstall my $5 plan. She said my plan should be restored on Thursday and that my per-use texts until then will be credited. It still sounds suspiciously like "<BLEEP> you and your crummy low-use texting."
Updates as they occur.
I told them their options were to give me back my old plan, credit my account for $360 (the $15 difference in plans for 24 months) or cancel my new contract so I can go to Verizon.
Click to expand...
Click to collapse
Good for you, all three of these choices seem logical (not excessive) and for good reason. AT&T messed up, they need to make it right.
Or you could get free unlimited texting by using one of those free texting apps. I personally used Textfree and textPlus. I prefer textPlus much more because it actually notifies me when I receive a new message, unlike Textfree. It also looks better IMO. Of course all of these apps will use data, but it's neglectable since it uses so little.
Dr Triffid said:
When I got my GSII a week ago Sunday, the store rep assured me that my voice, data and messaging plans were all intact and good to go. I have the $5-200 messaging plan, since I don't use texting that often — 100 or so on a heavy month.
Today I was told that a cow-orker had sent me a text calling off work tonight. I didn't receive the message, so I tried sending him one, but didn't get a reply. I asked another person to send me a message, but with no result.
I went to the AT&T store, where they said for some unknown reason when my account was switched to the new phone, my messaging capabilities were killed outright. Because AT&T has decided that $20 unlimited messaging is the only true path to follow, the store reps have no option for re-adding my grandfathered plan. As it turns out, their overlords on the phone also aren't allowed to put it back.
They told me my options were to either go per-use or pay for the $20 plan. I told them their options were to give me back my old plan, credit my account for $360 (the $15 difference in plans for 24 months) or cancel my new contract so I can go to Verizon.
Another phone call later, the rep tells me that my problem has been moved up the chain and that some supreme overlord has to make the decision to reinstall my $5 plan. She said my plan should be restored on Thursday and that my per-use texts until then will be credited. It still sounds suspiciously like "<BLEEP> you and your crummy low-use texting."
Updates as they occur.
Click to expand...
Click to collapse
use google voice like me. I have unlimited texts now lol
Dude that's messed up-but at&t is notorious for doing stuff like that....
Sent from my Swagurious HTC Evo
Let us know how this resolves this is pretty bogus, but you are handling it a lot better then I would that is for sure.
I wonder if one can actually live w/o SMS plan at all? I mean you have google talk / email - covers the same... I noticed since on Android I tend to not use sms at all.
just a thought.
They did the same thing to me with my unlimited internet 3 months ago when i switched from my iphone 4 to the captivate while i was waiting for the Sgs2 to come out... Then 3 weeks ago they said i burned thru the 2gb a month plan they had put me in, in less than 2 days and also the extra 1gb they give you for 10 dollars... Im a very heavy user and i even tether and even in one year in one whole month i never got to 2gb... Finally when i said i wasnt dealing with that and i was going to cancel my account and head to sprint out of nowhere the "manager" can credit my account and put my unlimited plan that they took off 3 months ago
Sent from my SAMSUNG-SGH-I777 using XDA App
Antitribu said:
Let us know how this resolves this is pretty bogus, but you are handling it a lot better then I would that is for sure.
Click to expand...
Click to collapse
I feel as though I have to be polite and controlled, otherwise my unlimited data plan will disappear.
It may indeed be time to consider a move to data-based SMS.
To be fair, it doesn't seem like it's AT&T's fault, but rather the retailer you got your phone from. Unless it was an AT&T retail store (Not an authorized retailer)..
But regardless, your suggestions are pretty logical, and aren't too hard to give from AT&T.
But I'm pretty sure you're going to get your plan back. They still have it available to higher-ups to add on.
Yes, it was an AT&T store. I tried Wally World once and it was a fiasco. I prefer to deal with the company directly because of situations just like this. I think the store rep called it a "core store" when she made her first call.
I must say that the in-store people have always been friendly and helpful to me.
Dr Triffid said:
When I got my GSII a week ago Sunday,
Click to expand...
Click to collapse
That's what happened.. because AT&T wasn't ready to do all the switches. I learnt my lesson about 5 years ago... NEVER go get a phone on the day of release as AT&T and Partners have NOT gotten their "system" in "sync"
Example, if I was to "keep" my "grandfather" unlimited plan, I HAD to wait till their system is in sync. Why I didn't get my SGS2 phone till Monday. Because on Sunday, THAT OPTION wasn't available. And they didn't know if people wanted to keep the "grandfather" unlimited the only option on that Sunday was for the sale rep to CALL AT&T and make that change, because no one from AT&T told them that either.
I had exactly the same problem happen to me (except I bought my phone from Amazon Wireless). The first time I called they "fixed" the issue by putting me on the $20 unlimited plan. Later, my wife called back (she's the mean one in these situations) and my $5 plan was restored immediately.
Hopefully everything works out for you as well.
My 200/5 was removed as well. The way it was explained was that BestBuy (where I did the upgrade b/c they have SGS2 in stock), did not have the ability to process/retain the old plan. I did online chat with ATT and they re-add the plan in 10 min.
I noticed that in my online account now shows a $35 Smartphone plan with 200 messages. But, my current plan is still shown as $30 smartphone and $5 200 messages plan.
Good luck.
This happened to a buddy of mine. He's on a recent messaging feature so he didn't have the problem that you did.
I'm beginning to despise AT&T. Every time you turn around, they're trying to change your plan or not revert it back if its removed for some reason. They claim they'll honor your ability to keep features/plans, but jump through hoops trying to do the opposite.
I got my phone Friday from BB and confirmed with the guy I wanted to keep everything like it was. Well I sent text messages to two friends of mines about 30 mins after I got my phone. Didn't hear back. Talked to them today and they said they didn't get the messages. I tried ago and they still didn't get them. I had one of them text me and I didn't get it. I than text myself and didn't get that either.
I called AT&T and they said that the reason I couldn't get or send text messages was because when I got my phone Friday my text option was removed. She said she wasn't sure if I could get my 200 for $5.00 plan back. She checked into it and called me back and sent me a text and said everything was set. I sent a test text to one of my friends and she got it. I also received a text from another friend so it works. It didn't take days to get it back. It took less than 1/2 hour.
Dark Shogun
Problem resolved.
Thank you for your recent AT&T inquiry. Your issue, #xxxxxxxxxx, has been resolved. We apologize for any inconvenience this may have caused you.
Click to expand...
Click to collapse
Messaging 200 was added to your account effective 10/02. You can also manage features online at blah, blah, blah ...
Click to expand...
Click to collapse
Okay, so before anyone says "Why not just call Sprint and figure it out?" Well the account is under my brother's name and I don't know all of his info and he's not home right now.
Anyways.
I'm really confused about what is going on with my Sprint account. The bill comes in, my brother pays it. Not even a week later I get a text message from Sprint sent to my phone (even though I'm not the leading phone/number, my brother is) saying your account is scheduled to be disconnected due to late payment blah blah blah. I figured hey we just payed this a week ago, I guess it's just a delayed message and my service wont actually be cut off. Nope, 12 am my service is cut off. The weird thing, my brother's service (which is on the same line/account mind you) still works. This is the second or third time this has happened. Why is it acting as if we have two different lines/accounts even though it's all one family plan?
I know there are some people from Sprint on these forums, or maybe someone has actually had this happen to them before. How and why is this happening?
Vesnik said:
Okay, so before anyone says "Why not just call Sprint and figure it out?" Well the account is under my brother's name and I don't know all of his info and he's not home right now.
Anyways.
I'm really confused about what is going on with my Sprint account. The bill comes in, my brother pays it. Not even a week later I get a text message from Sprint sent to my phone (even though I'm not the leading phone/number, my brother is) saying your account is scheduled to be disconnected due to late payment blah blah blah. I figured hey we just payed this a week ago, I guess it's just a delayed message and my service wont actually be cut off. Nope, 12 am my service is cut off. The weird thing, my brother's service (which is on the same line/account mind you) still works. This is the second or third time this has happened. Why is it acting as if we have two different lines/accounts even though it's all one family plan?
I know there are some people from Sprint on these forums, or maybe someone has actually had this happen to them before. How and why is this happening?
Click to expand...
Click to collapse
That's odd. I've never had that happen. My wife has never even gotten a text from Sprint.
Sent from my ICS lovin 3D!!!
If I've helped you in any way... hit the "Thanks" button.
It's possible your brother just paid his line and not the whole account, thus your phone is getting shut off but his isn't.
No, not from what I know. It would be all lines on the account. I have a friend that works for Sprint in the account support department and I'll ask him. It really sounds like a problem on their end.
Sent from my Clean ROM 3D
Well, it might be because you're gay, I don't see any other explanation. Haha J/K!!!
it is kinda weird. The best you could do is give them a call or at least check online.
By any chance, was your accounts individual and later on joined as family plan? There could be issues with your account in their backend server regarding the billing side.
I once saw this happen to some people while working for France Telecom.
If so or even if not try calling and straighting things up, because there could be issues in the billing software even if the difference in activation time was minutes, you just had the lucky system glitch.
Sent from my PG86100 using Tapatalk
I just got off an approximate 90 minute call regarding my "glitch" order over the weekend. It was very frustrating, but if you read to the end, you will pick up some tips and get the happy ending we all look for in life.
Prior to the call I had two orders. The first was on September 6th. It was not attached to any phone line and was put in as a special order as an accessory.
The second order was from the 29th during the "glitch" time. It was on my main line and got the subsidized price and kept unlimited data with a confirmation email.
My goals were simple: have a verbal and written confirmation to retain my unlimited data if the second contract was going to be honored and cancel one of the orders as I don't need two Note 3s.
So I call up and get the front line tech support guy. I explain the above and then he takes the second order's confirmation number and whatnot. He punches it up and he says the system is currently showing that as soon as I activate the phone, I will go to the default 2GB/month data plan. I asked him how could that possibly be when I have a confirmation email saying I have unlimited data confirmed and an official statement from Verizon headquarters to droid-life.com that the contracts will be honored He says he has never heard of this official statement and there's no news in the system regarding this weekend. I then proceed to read it verbatim to him. He repeats that there's nothing in the system regarding this, so my account will default to the 2GB plan. I'm really starting to hate this "system" at this point...
Wanting to retain my unlimited data, I then ask and give him all the info for the first order. He says he can't find it in the system (there goes that system again...) He continues to search for a couple minutes and says he can't find the order. He then puts me on hold saying he is contacting another department. After several minutes of being on hold, he comes back on line and says the other department told him they found the order, but since it was not attached to a phone number it was harder to find. The status of this order is processed, out to the warehouse, and can not be canceled. Wait. What? Does that mean it's being shipped today? He says he doesn't have that information. He can only go by the previous 10/10 date.
I realized at this point this guy was going to be no use to me. He cannot help me retain unlimited data on the second order and he can't cancel the second. I ask him to escalate the call and he does. So, I have to explain the whole situation to the new guy all over, of course...
He punches up the numbers for the second order and it comes right up in his system. He confirms that it is at the warehouse stage, but doesn't know when it's going to ship either. He sticks to the 10/10 date as well as that's what's official and on the order.
He then punches up the second order's numbers and he says the system shows I will retain unlimited, that it is not at the warehouse stage, and he's sticking to the 10/10 date on that order for shipping as well. I explain the droid-life statement and he's completely aware of it as he had many friends and colleagues ask him about it over the weekend. He even tried to place an order himself, but it wouldn't let him do it with his employee ID and there wasn't anybody working on the weekend to override the system. I tell him I'm a heavy data user and need to retain my unlimited. He said he was grandfathered in and was a heavy user as well. FINALLY, a sympathetic ear. He says he will do everything in his power keep the unlimited for me.
He then goes to droid-life.com and takes a screenshot of the official statement from Verizon. He then gives me his personal Verizon email address to forward the confirmation email I got from the second order. He gets it and takes a screenshot of it as well. He puts them both as attachments to the trouble ticket. He types for a couple more minutes and then says, "Okay, this is all the proof I need. I personally guarantee you will not lose your unlimited data when you activate this phone." A HUGE sigh of relief come out of my mouth.
I then give him this scenario: Let's go with the 10th as the shipping date and say I sign for it on the 12th. What next? He said activate the phone via verizonwireless.com. Do NOT call to activate or bring it to a local store to activate. This may cause the line to be manually reverted to the 2GB plan due to human error and interaction. Basically, he's saying let "the system" activate the phone since it currently says I'm supposed to have unlimited. After activating the phone, immediately log out of the verizonwireless.com website and log back in. If the data gets changed you'll know immediately. In my mind I envision a scenario in my head of calling on the 12th and having to go through this allllllll over again starting from scratch. I ask afraid to hear his next response, "what do I do if that happens?" He immediately responds, "Email me. I'll fix it within 10 minutes. I have access to the tools to revert you." I swore I heard a church choir hymn and saw a halo above this guy's head in that instant. He went on to further say, "In fact, I'm curious as to how the system handles your case. Please email me even if your unlimited is retained." For what this guy did for me, hell yeah I am.
End result, lessons learned and advice to all glitch order people:
1) Once the subsidized order was guaranteed intact, I had him cancel the first full retail price order. He said this would have to be a "manual order cancel" since my order was already in processing. It will take 12-24 hours to process this manual cancellation. He said if I don't have a cancel confirmation email by this time tomorrow to email him and he will track it down.
2) This Verizon "system" is HUGE and can be messed up at any time by any human. The front line call center people apparently have VERY limited access to this system. There's so many hands in this system that your orders and rights can be screwed up in an instant, sometimes through no fault of their own. If you talk to the right person with enough access to the system, it actually works. This second tier Verizon rep has reinvigorated my support for this company. I no longer just like the network; I like their service-- A LOT.
3) If you have a "glitch" order pending, call Verizon today as soon as you get home. Be prepared to go through the same struggle, but never waiver in your determination to keep your unlimited at the subsidized price. If you talk to the right person it will happen. Once you have your unlimited assured, if you're not told to by whomever you talk to activate by the website only, activate by the website only. If your unlimited goes away after activation, call or go to your local Verizon store immediately to have it fixed.
Attached is proof I emailed him my "glitch" confirmation email and his reply acknowledgement.
Hope this helps some of you out there,
Doc
docnok63 said:
3) If you have a "glitch" order pending, call Verizon today as soon as you get home. Be prepared to go through the same struggle, but never waiver in your determination to keep your unlimited at the subsidized price. If you talk to the right person it will happen. Once you have your unlimited assured, if you're not told to by whomever you talk to activate by the website only, activate by the website only. If your unlimited goes away after activation, call or go to your local Verizon store immediately to have it fixed.
Click to expand...
Click to collapse
I'm going to activate it through VerizonWireless.com like you said, but I'm not going to bother to call. If I lose unlimited after signing up for the unlimited plan I'll simply call them and let them know they need to revert me back to unlimited or I'll be canceling without a termination fee. Then I'll head over to T-Mobile, pick up the Note 3, and be happy.
Thanks for the heads up though, much appreciated.
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch! You guys lucky! I wasn't up for renewal, 5 mo to go, so missed out.
Sent from LG Spectrum using XDA app
LillieBennett said:
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch! You guys lucky! I wasn't up for renewal, 5 mo to go, so missed out.
Sent from LG Spectrum using XDA app
Click to expand...
Click to collapse
What news station?
LillieBennett said:
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch!
Click to expand...
Click to collapse
I'm very sure they'll honor the contracts now that they've officially said so. It's your current status in the system that will determine if your unlimited stays after you activate the phone. If it's set to put you at the 2GB default, then it will. Then you'll have to spend all kinds of time on the phone and/or at the Verizon store getting it back. It's better to nip it in the bud before the phone comes so you can just enjoy the awesomeness that is the Note 3!
docnok63 said:
I'm very sure they'll honor the contracts now that they've officially said so. It's your current status in the system that will determine if your unlimited stays after you activate the phone. If it's set to put you at the 2GB default, then it will. Then you'll have to spend all kinds of time on the phone and/or at the Verizon store getting it back. It's better to nip it in the bud before the phone comes so you can just enjoy the awesomeness that is the Note 3!
Click to expand...
Click to collapse
They announced monday morning that they were going to honor all the orders from this past weekend. I'd suggest subscribing to a few android news feeds. Could save you a lot of time in the future.
The plot thickens........
Gotta love that Verizon system...
....
This could possibly mean that my retail price order shipped.
polo2883 said:
What news station?
Click to expand...
Click to collapse
WHSV if I remember correctly, but it's to late to change orders, those who stayed with the glitch order won big, congratulations!
Sent from LG Spectrum using XDA app
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.
First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an @VerizonWireless.com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.
It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.
As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.
The rep you got did an amazing job, if you get a survey make sure to give him a ten.
-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.
soupaloup said:
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.
First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an @VerizonWireless.com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.
It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.
As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.
The rep you got did an amazing job, if you get a survey make sure to give him a ten.
-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.
Click to expand...
Click to collapse
Wow! Thanks for this incredibly useful post man!
Sent from my Nexus 7 using Tapatalk 4
I also ordered a phone during the glitch An s4. Got it yesterday called them today and the guy told me he knew nothing of a glitch that let users keep unlimited data. Told him to ask his supervisor, which he did and after a brief hold came back on and said there is an internal memo email about this issue. He stated that this is known throughout all call centers as well as stores that we are to KEEP unlimited data if we ordered during the glitch. So use that info when calling because he assured me for my piece of mind that my unlimted data on all four accounts will be intact. Activated phone and it stayed unlimited. :laugh:
Dra$tiK said:
I also ordered a phone during the glitch An s4. Got it yesterday called them today and the guy told me he knew nothing of a glitch that let users keep unlimited data. Told him to ask his supervisor, which he did and after a brief hold came back on and said there is an internal memo email about this issue. He stated that this is known throughout all call centers as well as stores that we are to KEEP unlimited data if we ordered during the glitch. So use that info when calling because he assured me for my piece of mind that my unlimted data on all four accounts will be intact. Activated phone and it stayed unlimited. :laugh:
Click to expand...
Click to collapse
Congratulations! Enjoy your S4! It's a great phone. I'll be giving mine to my son when my Note 3 comes. Now if only Verizon could cancel my first full retail price order. They're still "working" on it. It's been two days now......still no cancel confirmation email.
docnok63 said:
Congratulations! Enjoy your S4! It's a great phone. I'll be giving mine to my son when my Note 3 comes. Now if only Verizon could cancel my first full retail price order. They're still "working" on it. It's been two days now......still no cancel confirmation email.
Click to expand...
Click to collapse
Verizon has a separate website for "iconic" pre-orders. Although it looks pretty much the same as the regular order status site, it is a different one. This site gives you the option to cancel your pre-order, but it's kind of hidden.
Try going to this exact website:
https://preorder.verizonwireless.com/iconic/
Then click on "Check Order Status" on the bottom. Enter your pre-order confirmation number and last name and you will get the option to either cancel the order or change payment.
Hope this helps.
LuczOr said:
Verizon has a separate website for "iconic" pre-orders. Although it looks pretty much the same as the regular order status site, it is a different one. This site gives you the option to cancel your pre-order, but it's kind of hidden.
Try going to this exact website:
https://preorder.verizonwireless.com/iconic/
Then click on "Check Order Status" on the bottom. Enter your pre-order confirmation number and last name and you will get the option to either cancel the order or change payment.
Hope this helps.
Click to expand...
Click to collapse
Dude, that was PERFECT!!! I did it!!!
docnok63 said:
Dude, that was PERFECT!!! I did it!!!
Click to expand...
Click to collapse
Nice! The only reason I know about it is because I had to change my payment info, but nobody could do it for me in live chat or even over the phone. Even the csr I was talking to didn't know about it till she talked to a higher up, but they pointed me in the right direction, finally.
LuczOr said:
Nice! The only reason I know about it is because I had to change my payment info, but nobody could do it for me in live chat or even over the phone. Even the csr I was talking to didn't know about it till she talked to a higher up, but they pointed me in the right direction, finally.
Click to expand...
Click to collapse
Yes thanks for the tip. I used it to confirm that three previous orders had been canceled, and one wasn't.
Thanks again. Brilliant.
Sent from my Crapple iPhone 5
docnok63 said:
Dude, that was PERFECT!!! I did it!!!
Click to expand...
Click to collapse
You might want to edit out all of your personal information from that screenshot...
EtherealRemnant said:
You might want to edit out all of your personal information from that screenshot...
Click to expand...
Click to collapse
Thanks. As you saw from the original one, I edited in the bottom and didn't even think about the tabs... Thanks again.
docnok63 said:
Thanks. As you saw from the original one, I edited in the bottom and didn't even think about the tabs... Thanks again.
Click to expand...
Click to collapse
No prob. Just figured you overlooked it.
not to hijack the thread
Not to hijack this thread, but i had question for you guys.
I got a LG G2 during the glitch and picked it up in store the same day with the idea of exchanging it for a Note 3 when it releases.
anyways I was thinking, if I go to exchange it in store and go to the same person who helped me last time (keep unlimited) would it be just a straight exchange plus the difference of the phone? I dont want them to remove my unlimited.
Also i bought the g2 with the "verizon30" coupon...would that still work with the note 3 when i exchange it?
thanks guys!
I've seen a few threads now with people having bad reception and trading in there phone for warranty issues to get a better signal, etc. So I thought Id post this under general with its own thread so hopefully anyone who runs into this situation can see.
So like the rest Ive had horrible service compared to my buddies N3, and my wifes 5s, I took my phone in to an authorized retailer they checked out the SIM card and for whatever reason my phone running totally stock rom still reverts back to CDMA and when it does connect to 4G its only brief and not that great and overall speeds are slow, despite trying out different modems, same result. Called Verizon up and was put in touch with tier 2 tech support. Which I see alot of Verizon bashing but I talked to 2 guys from the Atlanta call center and I will say they were awesome to work with, however they could not issue a warranty replacement. They tried 2 or 3 times and got their manager involved and had no problem trying to get me a new phone, however they found when there computer wouldn't allow the transaction to go through, that earlier this month of July when Verizon killed off there Device Payment Option, NOT THE EDGE PROGRAM, BUT the DEVICE PAYMENT PROGRAM that there online and call centers lost there support of being able to do anything to help people who used this program, such as me someone who wanted an early upgrade but was locked in for another year or people trying to keep unlimited. I live just over 2 hours from a corporate store so this sucks for me, and now knowing any future problems Ill have to drive to get help because for some reason Big Red decided this was the best way to go.
So I just wanted to share in case anyone else has this problem, or was in the same boat. Im not on a contract anymore, not on Edge, own the phone outright, and can't even get Verizon to help out on the warranty now. UGH if it wasnt for them being the only service provider where I work!
Contact Samsung. This presumes you still have original proof of purchase. They will replace the phone. They are the actual warantor for the phone.
Sent from my Note 3 via Tapatalk
I am under a monthly payment plan (not edge) and called about my signal issues and dropped calls. The rep stated that because I am on the payment plan I have to exchange it in a store. He made the appropriate notes in the account and I will check out the store in the next day or so for the replacement.
I am on the same plan and had to do the same thing. When I did finally get them to try and replace it, they made me go to the store. Went in the store and told him to check the account notes and walked out of there in 10 minutes with a replacement ordered.
As I said I live a bit from going to the actual city that has a corporate store hopefully Ill make it over there this next week, although they never tod me about making notes I hope its hassle free.
A quick question for those of you who got a replacement from the store, how'd they ship it? The guy on the phone told me that as long as it was placed before 4:30-5pm EST they'd overnight it, howd they do you guys going through instore?