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I made a thread here a few days ago about how my 3vo keeps randomly rebooting:
http://forum.xda-developers.com/showthread.php?t=1176931
The phone likes to randomly reboot, freeze or suddenly goes into a phase where its unable to turn on at all unless I do a had reset by holding down volume down and the power button. I took it in to sprint and they saw how it wouldn't even turn on, and all these morons did was reset it again claiming to have fixed the problem. They refused to give me an exchange.
When it started rebooting again, I went back and they told me to go to the sprint repair center where I'd have to drop it off and leave it there for a few hours where it would be tested for the problem. I live really far from this repair center and to make it worse, the idiots at that store told me, if they could not replicate the problem, they would not honor any exchange policy. The problem with this is that the rebooting is really random, sometimes the phone can go a full 2 days without any issue and then without warning all hell will break loose. The person who had reset my phone before even went as far as to say that there is nothing wrong with my phone and that its well within normal operation.
wtf is this? This is the biggest joke of a customer service I have ever seen. I'm really starting to miss T-mobiles service now. I've called multiple sales reps and stores and all they do is try to redirect me to someone else over and over again.
Any advice? I really like the evo 3d, all I ask is for a damn phone that isn't defective.
Try to find another store or call and ask for a supervisor for customer care and have them note your account to replace your phone. You should definitely get it exchanged. This is not a common problem with the phone at all.
The other option is if you are still within your 30 days, go to the store and tell them you want to return it and then buy it again but this time get a newer device. You can do that within your 30 days of course unless you are waiting to try out the Moto Photon.
I had the same issue,went thru two phone already so this problem do exist..
Sent from my PG86100 using Tapatalk
al3azim said:
Try to find another store or call and ask for a supervisor for customer care and have them note your account to replace your phone. You should definitely get it exchanged. This is not a common problem with the phone at all.
The other option is if you are still within your 30 days, go to the store and tell them you want to return it and then buy it again but this time get a newer device. You can do that within your 30 days of course unless you are waiting to try out the Moto Photon.
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Yeah, I'm within my 30 days.
I called another store and they said I'd be charged $35 if I wanted to exchange it without taking it to the repair center.
Guess I'll just have to go to the sprint repair center and wait around a few hours while hoping the phone crashes while its there.
I've never seen such a bull **** exchange policy. The rep who reset the phone when it wouldn't start told me to stop installing too many android apps and blamed me for the problem, of course I was running factory stock.
A few years ago I bought a defective phone from tmo, all I did was called and told them, and they had a new phone waiting for me at the store when I came in. Has anyone else had to deal with this ****ty sprint customer service or is it just me?
Yea not normal. Had mine since launch. Not one reboot.
Sent from my 3rd Dimension of Evolution
I replaced my phone 3 times (seems like the batch was bad) and i bought it at Target..all I did was tell the guy about the problem and I got it replaced every time..he didn't even check..he gave me a phone this last time.from a new shipment and the phone is.flawless..Happy I.got a.good.one because I love the phone..don't know why you are having issues because they can replace it no problem if they want.
Sprint customer service is by far the worst.
Sent from my PG86100 using XDA Premium App
Yeah, I'm not at all happy with coming to sprint from T mobile so far. Sprints 3g is also a joke compared to HSPA on T mobile. I'm willing to overlook all these things if they'd just give me a damn phone that isn't broken.
I'm surprised that everyone else around here is able to exchange the phone so easily but the guys I'm dealing with are making it a huge pain. Maybe I just got unlucky with the sprint store around here.
poweroutlet said:
Yeah, I'm within my 30 days.
I called another store and they said I'd be charged $35 if I wanted to exchange it without taking it to the repair center.
Guess I'll just have to go to the sprint repair center and wait around a few hours while hoping the phone crashes while its there.
I've never seen such a bull **** exchange policy. The rep who reset the phone when it wouldn't start told me to stop installing too many android apps and blamed me for the problem, of course I was running factory stock.
A few years ago I bought a defective phone from tmo, all I did was called and told them, and they had a new phone waiting for me at the store when I came in. Has anyone else had to deal with this ****ty sprint customer service or is it just me?
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Just to give the other side of this (ie the store)
It does suck that you have a bad device and resetting it is the protocol first. But there are a lot of people who will buy android phones, take them and load every app they can fit on, then come back for exchanges. "My phone doesn't work etc etc."
They will keep doing this endlessly simply because they don't know how to use the phone properly. Doing a reset on these phones fixes the problem 90% of the time, so the stores do this first to cut down on wasted devices, time and money.
I understand that you probably don't fall into that category, but, as with everything else in the world, the bad apples spoil the pie. Hope thy get that straightened out for you soon
What I did was called customer service and told them about a problem I was having, although when I took my phone to the sprint store PRIOR to me calling CS, they said there was nothing they could do, or would do for that matter. So I called CS, and they emailed me a invoice, telling the sprint store what, and how to give me the excange. Then I went to the sprint store with the invoice in hand, and they HAD to give me my replacement Evo 3D. I was within my 30 days.
Sent from my SPH-D700 using XDA Premium App
See my thread here:
http://forum.xda-developers.com/showthread.php?t=1182917
Im going thru the same issue. My third EVO is being sent to me on Monday.
Sent from my PG86100 using Tapatalk
poweroutlet said:
Yeah, I'm not at all happy with coming to sprint from T mobile so far. Sprints 3g is also a joke compared to HSPA on T mobile. I'm willing to overlook all these things if they'd just give me a damn phone that isn't broken.
I'm surprised that everyone else around here is able to exchange the phone so easily but the guys I'm dealing with are making it a huge pain. Maybe I just got unlucky with the sprint store around here.
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I came from tmobile and everything about sprint is better! Better phones, faster web and by far the best customer service I've ever had from any carrier! Go ahead and go back to tmobile! Les people to hog this network!
Sent from my PG86100 using XDA Premium App
I am sorry that you have to go through this crap, as people said i would call cs. I had to exchange my device twice at the sprint store, the first time was mainly because of network speed and battery life, after i waited 2 hours for the techs they couldn't find anything wrong except when i did a speed test my phone got way slower dl speed then another phone at the same sprint store. so the rep exchanged the product, the second time my phone was acting u, kind of like your, freezing, screen shutting off, and other things. after a few factory resets my phone would still not act right. so the next time it froze i just brought it in, frozen and explain that i already tried the factory reboot a few times - they had no problems exchanging my phone. I recommend that next time your phone freezes you just bring it in, this way they are able to see the problem themselves.
sniperkill said:
What I did was called customer service and told them about a problem I was having, although when I took my phone to the sprint store PRIOR to me calling CS, they said there was nothing they could do, or would do for that matter. So I called CS, and they emailed me a invoice, telling the sprint store what, and how to give me the excange. Then I went to the sprint store with the invoice in hand, and they HAD to give me my replacement Evo 3D. I was within my 30 days.
Sent from my SPH-D700 using XDA Premium App
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^^^ This.
Stores suck for customer service, but if you call CS they are monitored for their CS and usually will do whatever it takes to make you happy, within reason of course. I would make the call and they should take care of you.
Sent from my PG86100 using Tapatalk
I came from T-Mobile also and aside from the faster 3g Speeds, I could not be happier with sprint, the service is awesome and I have always gotten credit/discounts/ free airwaves/exchanges and whatever else from the rententions team, They do there very best to help out, If you get a rep that you can barely understand .. ask to be transfer to account services and you will get all the help you need... I couldnt never get that service with T-Mobile even after 7 years of being a great customer ... Yes CDMA/WIMAX is far from perfect but I would not want to be anywhere else...
What I would recommend is going to the sprint store, cancelling the upgrade and returning the phone, then go buy the phone at radioshack or bestbuy. i work for radioshack and if a customer had a real issue with the phone, our store would replace it until it worked properly.
I had the same problem with random reboots, about 5 times the first week. I took it back and they replaced it right then. You have to find the one intelligent person that works there and only deal with them. (I choose to believe there is at least one at each store) I have been blatantly lied to, downright scammed, and treated like **** by so many dumb-ass incompetent in-store reps that I wouldnt believe anything they say. Just keep trying different reps/stores til they exchange it.
Aside from the in-store reps I am a happy sprint customer.
blaz4me said:
What I would recommend is going to the sprint store, cancelling the upgrade and returning the phone, then go buy the phone at radioshack or bestbuy. i work for radioshack and if a customer had a real issue with the phone, our store would replace it until it worked properly.
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CAn't say I agree with this. If you are within your 30 days still, then I would recommend doing what the other guy did above and get the invoice printed off and going to a corporate and not a repair store to get it exchanged. Its really a toss up in which results you may get, but more corporate stores are made to listen to what CS has to say and the results they can pull up.
Maybe its just me, but my sprint customer service experiencE has been great. They always fix my problems without any fuss.
Sent from my PG86100 using Tapatalk
About the whole TMO vs sprint thing. I'm not bashing sprint as a whole. Obviously they have attractive pricing, the best data plans (actually unlimited), solid coverage, etc. I'm just saying my T mobile customer service experience was far superior to what I have seen so far. In the past sprint was known to have the worst CS for sure. I've heard they have improved a great deal recently, of course I have yet to see it.
Tomorrow I will contact sprint CS directly and not the store and see what they can do. If CS can't just get me a replacement, then I may have no other option then to go to a repair center, which is frankly absurd considering this is a brand new phone and the sales reps themselves have seen my phone malfunction right before their eyes even after the factory reset.
I guess one way or another I will get a new Evo 3d and I hope the new one will just work right so I can get back to enjoying the phone. I've had over 7 reboots in the last 3 hours with this phone, its unbearable at this point.
WE have been duped by Sprint people. Go to their website and you will notice the announcement of the iPhone 4Gs. You can even pre order it. This privilege was not given for the Samsung Galaxy S 2 ET4G.
Why...was this you say...it's obvious that Sprint knew it had made a deal to buy a **** load of IOS devices to secure this deal with Apple.so they didn't promote the galaxy ET4g. Now they have a big announcement tomorrow. They are going out of their way to let you pre order the iPhone as well.
Sad, and yes I feel they used us to get this deal, by canceling all perks, while giving us crappy service. My Photon has a red circle and no service, and I don't have a ET4G yet. Service has been terrible most of the summer all over NY and in mid town NYC.
If service was being interrupted to better service I may stick around, but not getting signal, failed messages, and paying for it and no credit with lies is unacceptable. Not being able to pre-order the phone I wanted because they made a deal with Crapple is also unforgivable. Price isn't the only thing that matters in a business relationship. It's I pay for service and expect to have it when I want it, not when you decide to give it.
Hell I was told by a customer service rep that I should be happy because I have had a lot of usage on my line. I then said yes that is true, but when I need my service to work it failed to deliver....I missed important calls. and meetings with people because of failed service.
People were telling me when they called the phone rang 3x's and hung up no message was able to be left. Others told me that they would get a network busy message please try again later. One rep verified this condition of calling me, and could not get through. The phone rang 3x's and the line just went dead when they called. I have been to tech centers, and have made many battery pulls, and software reboots, and finally I was told that there was a net work issue and they did not know when it would be cleared. Now when I call to talk about it they put me on hold no music and never come back to talk.
I just don't see it getting better, and when the next generation of phones IE Prime or what ever hits Verizon, and this is not cleared I am gone. When I feel I have to beg for service, or a credit for not receiving service after paying my bills for 15 years, and at one point having a $300 a month phone bills for business it's time to go.
My bill analysis shows that I average 240 msg a month, and average about 2g of data a month, and since I use my phone mostly for calls a Verizion 69.00 phone plan with 10 data, and 10.00 for data equals what I am paying now. So if this doesn't clear with the loss of perks I am outta here.lol
Not we. I use more messages, more data and pay half that. Verizon wouldn't be an option even if I wanted to.
I don't really think Sprint needed to market the ET4g, everyone and their mother knew that phone was coming to Sprint.
Sent from my Photon.
And why the hell is this thread in the PHOTON forum? Smfh...where is a mod when you need one......
Sent from my MoPho using XDA Premium.
Wrong forum dude, and i'm perfectly happy with my service. Who cares if they give iPhone pre-orders? Its not like its a big surprise. you're just bitter.
I'm team Android all the way, but let's be honest...Apple users aren't nearly as discerning as we are, because they dont have a choice. Therefore if you want one of their phones there is but one launch day, hence a partial explanation for the need of a pre-order.
Sent from my MB855 using xda premium
even still not having preorders on one of sprints flagship phones (wether they know it is or not) is still poor choice. i mean hell i preordered my ns4g and that was a year too little too late
Thank you for sharing OP.... Now beat it.
Man for a second I thought I was in the wrong forum! Lol!
R2DeeTard said:
Wrong forum dude, and i'm perfectly happy with my service. Who cares if they give iPhone pre-orders? Its not like its a big surprise. you're just bitter.
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bitter....what would I be bitter about poor service through out the NY metro area, and getting no help but run around. Missing important calls and finding out about it hours and days later. This has to change and I am not the only one having connection issues around the states.
I have touted Sprint for 15 years buddy, so get a grip. But, now they seem to be reverting back to the early 2000 era when they fell off the 60 stock high....rofl.
I know I should be ecstatic for my paltry cash that I got **** service with no real explanation for the last 4 months. If it doesn't change by the time a the Prime launches on Verizon I ll be gone. This is not being bitter it's called paying for service, and expecting to get it every day in the areas that I normally have service rather than when they decide to fix it and then lie about it. A few of the major tech sites has made this same issue of service alert in their blogs, and to Sprint about this issue. Sprint has told them in mid September they are working on it , and yet tell me there is no know issue. When I tell them its all over the Sprint forums, and and tech sites they then say oh yeah we are working on it and don't know when this issue will be fixed. Not to mention that because they recognize there is a issue they even opted to let me out of my contract. Let me tell you if the Prime was on Verizon I'd be gone.
Please Big Red bring out the Prime so the Photon owners can have our forum back.
Here is the short story, I first bought an s4, did not like it... traded it in for the htc one and payed 35 dollars. Then the black comes out at my store! so of course i need the black one, then I trade my silver for the black. Love it. However when i get home the head phone jack on it is damaged and wont play right unless i twist it properly. I take it in and show the guy working there and he sees its broke. Hes like you already traded it in 3 times i cant do it again. im like ITS BROKE! hes like you have to contact HTC now i cant. So i leave all pissed. I'm only 5 days into my 14 day period. Whats my options here? Its annoying that my head phone jack is broke the day i bought it.
I am surprised you were able to exchange the phone the third time. You are technically only allowed one swap per upgrade\activation. So it should have technically ended after the you got the first One.
There are a few options besides contacting HTC:
1) Find out if you have a local AT&T Warranty center. IF they some how have some replacement units in stock they will replace in house. If they do not have it in stock(which im sure they wont this quickly) then they will help you get a replacement with Exchange by Mail. Although, I am fairly certain in the first 14 days they are going to tell you to go back to the AT&T store and have them swap it. So maybe they can notate the account so when you return to the store they can be referenced.
2) Skip the warranty center and call #611. You can file a XBM that way and they will ship you a new phone with a return tag in the box to return the old. Once again, I am fairly certain in the first 14 days they are going to tell you to go back to the AT&T store and have them swap it. So maybe they can notate the account so when you return to the store they can be referenced.
3) Try a different AT&T store. Technically exchanging a phone for Buyer's Remorse and a phone for Defective Equipment are 2 totally different things. I cant guarantee you will have any luck with this.
It is a bummer that you got a defective phone. Hope you can it taken care of quickly. Try to not be a serial returner next time
nicknations said:
I am surprised you were able to exchange the phone the third time. You are technically only allowed one swap per upgrade\activation. So it should have technically ended after the you got the first One.
There are a few options besides contacting HTC:
1) Find out if you have a local AT&T Warranty center. IF they some how have some replacement units in stock they will replace in house. If they do not have it in stock(which im sure they wont this quickly) then they will help you get a replacement with Exchange by Mail. Although, I am fairly certain in the first 14 days they are going to tell you to go back to the AT&T store and have them swap it. So maybe they can notate the account so when you return to the store they can be referenced.
2) Skip the warranty center and call #611. You can file a XBM that way and they will ship you a new phone with a return tag in the box to return the old. Once again, I am fairly certain in the first 14 days they are going to tell you to go back to the AT&T store and have them swap it. So maybe they can notate the account so when you return to the store they can be referenced.
3) Try a different AT&T store. Technically exchanging a phone for Buyer's Remorse and a phone for Defective Equipment are 2 totally different things. I cant guarantee you will have any luck with this.
It is a bummer that you got a defective phone. Hope you can it taken care of quickly. Try to not be a serial returner next time
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Thanks for the help. I'd try different store but the others don't have it in black. I'm going to call 611 Monday and ask them about the option you gave me. I'm so tired of dealing with the sales reps at at&t. I told them when I went I don't won't to switch for a different phone I just want the same one that actually works. and they all freaked out on me because i switched the other phones. Well this time isnt my fault. Ill let you guys know how it goes. Dosnt at&t have a one year manufacturer defect warranty that they will change it for you? That's option you listed correct?
This the reason why I make friends with people at AT&T stores and starbucks.. you never know when you need someone to do a favor. Kindness goes a long way
Nonetheless, you can do a warranty exchange over the phone with them for up to one year. They will of course ask you to try doing a factory reset first..just play along
It only takes 1 or 2 days shipping when they ship to me in FL.
Sent from my HTC One using xda premium
born_fisherman said:
This the reason why I make friends with people at AT&T stores and starbucks.. you never know when you need someone to do a favor. Kindness goes a long way
Nonetheless, you can do a warranty exchange over the phone with them for up to one year. They will of course ask you to try doing a factory reset first..just play along
It only takes 1 or 2 days shipping when they ship to me in FL.
Sent from my HTC One using xda premium
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REally??? Making friends with people at ATT? I can see you drink Starbucks everyday and hence making friends there, but how often do you go in an ATT store? You must be bored or got nothing to do.
silkshocker said:
REally??? Making friends with people at ATT? I can see you drink Starbucks everyday and hence making friends there, but how often do you go in an ATT store? You must be bored or got nothing to do.
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Funny. Striking up conversation with people in the customer service and sales industry is just being polite. Do you think they want to help someone out if they have to deal with someone being rude? Not really. The phone being broke isn't something they did maliciously..so you drew the short straw on the device; show respect to those that can take care of the problem. Most of the time they will do a "one time" replacement for being nice. Have a nice day.
Sent from my HTC One using xda premium
Ok Mods if this needs moved then do so :good:
Ok so we all know that the signal sucks on the Note 3 for some. I recently moved and contacted Verizon several times regarding the signal and tier 2 "sent" a technician out. Ive constantly been running -111 to -115dbms. Well after talking about the signal issues trying to get a replacement the tech said she hadnt heard about issues so she would do research and she then said that 10 days ago Samsung sent Verizon a replacement statement telling them that if customers are having signal issues on the Note 3 to replace it with a Note 3 or S5. They will allow you to try the Note 3 1st and if that doesnt work they will send a S5. She said that it has more than a 2% data or traffic loss or something like that. She said it was the 1st time she heard of it or saw the memo. So I am now waiting for my replacement Note 3 to come tomorrow.
UPDATE: So I got my replacement phone and it came with NC4 out the box. My signal is WAY better. My dbm now fluctuates between -89 and -94dbm.
neopolotin75 said:
Ok Mods if this needs moved then do so :good:
Ok so we all know that the signal sucks on the Note 3 for some. I recently moved and contacted Verizon several times regarding the signal and tier 2 "sent" a technician out. Ive constantly been running -111 to -115dbms. Well after talking about the signal issues trying to get a replacement the tech said she hadnt heard about issues so she would do research and she then said that 10 days ago Samsung sent Verizon a replacement statement telling them that if customers are having signal issues on the Note 3 to replace it with a Note 3 or S5. They will allow you to try the Note 3 1st and if that doesnt work they will send a S5. She said that it has more than a 2% data or traffic loss or something like that. She said it was the 1st time she heard of it or saw the memo. So I am now waiting for my replacement Note 3 to come tomorrow.
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What do you think the process is for us to go through for replacement? Did you think through a Verizon store or do you think you have to actually have a tech come out?
Dumaru said:
What do you think the process is for us to go through for replacement? Did you think through a Verizon store or do you think you have to actually have a tech come out?
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Well I had already called them before about it several times. After seeing the other thread where people had gotten better signal I figured Id try and get a replacement. Once she told me about Verizon getting a authorization from Samsung themselves to replace the Note 3 with another Note 3 or S5 I thought Id post this for information. Id call them then when they bump you up to tier 2 explain you are having signal issues etc and ask for a replacement. Remember she didnt even know about it until she searched and she said they got that memo 10 days ago so they all may not be up on it yet. Good luck!
Still a "like new" replacement?
Somewhat related, my old Note 3 (NC2) screen shattered and I got an insurance replacement Note 3 w/ NC4 on it and the signal is exactly the same. Strong, but same.
From note 3 to note 4
So after calling Big Red about my note 3 they sent me out a replacement the replacement had the same issue a bad data connection, so I quickly sent it back within 24 hour a Verizon's tech informed me that samsung has admitted that the note 3 has the issue of data connection problems and said I could have a galaxy S5 but the tech advised me and said if I was him I should wait for the note 4 because of samsungs 3 rules replacement, how it works is as long as you are under there 1year warrenty after 3 attempts of repair they have to give you a phone that is similar to what you have and so I would get the note 4 but just remember you have to deal with samsung not Big Red for your replacement phone and you have to have sent it to them for all of your 3 repairs good luck to anyone that is having the same issue with this pos phone. P.s.almost forgot the first replacement phone they sent me was a galaxy S5 so it is true samsung did notify Big Red about the data problem in took all blame on the note 3 issue.
going to call during lunch then
tech 2 guy I got said there was no replacement program giving an S5 for data connection issues, but alluded that if my issue was dropped calls AND data then I could get the S5
either way I didn't want an S5 I wanted a replacement 3 and that is what I got
I wonder if I could convince them to let me "downgrade" to the Note 2 due to the ability to bootloader unlock. My signal typically hovers around if I'm lucky -105dB most of the day and it dips to -120dB at times too. My Note 3 is from right around launch day as well.
I would like to do this as my note 3 has had terrible reception in my home. No other phone has been this bad in my home. Now you mentioned going through Samsung for the replacement. So I shouldn't call Verizon?
I'm currently rooted so should I restore to stock before I call?
Any other tips to insure I get a note 4 in exchange?
samcook2003 said:
So after calling Big Red about my note 3 they sent me out a replacement the replacement had the same issue a bad data connection, so I quickly sent it back within 24 hour a Verizon's tech informed me that samsung has admitted that the note 3 has the issue of data connection problems and said I could have a galaxy S5 but the tech advised me and said if I was him I should wait for the note 4 because of samsungs 3 rules replacement, how it works is as long as you are under there 1year warrenty after 3 attempts of repair they have to give you a phone that is similar to what you have and so I would get the note 4 but just remember you have to deal with samsung not Big Red for your replacement phone and you have to have sent it to them for all of your 3 repairs good luck to anyone that is having the same issue with this pos phone. P.s.almost forgot the first replacement phone they sent me was a galaxy S5 so it is true samsung did notify Big Red about the data problem in took all blame on the note 3 issue.
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Oh boy my time to shine. I am one of the "tier 2" tech reps (It's just tech support, customer service acts as "tier 1" tech support when normal tech has a queue but otherwise its just 1 actual tech department for phones and such). So this replacement process is valid and is in one of our not commonly used device forums that shows that if you are dropping data 3% or higher OR you are dropping calls 3% or higher and there are some other criteria met you can get an S5 as a replacement, personally I wouldn't want an S5 but if you do want an S5 you'll have to call in and have a replacement done at least once to ensure it just wasn't one bad note 3. The S5 order has to be done as a COMPLETE manager override due to the way the system works so you might get push back on it by the reps but if you say "look in the device forums for the note 3" there is a PINNED article on this issue and if they are still idiots ask to speak with a supervisor. Anyways as far as any other replacement goes to the note 4 or note 2 as another rep mentioned, verizon will NOT do that at all, we USED to have the ability to do alternate CLNRs (Certified Like New Replacement, these are all of the warranty phones, most are good some are junk I will admit) but due to posts such as these online people were abusing it so it is removed, now when a rep does the order we select what the problem device is and it checks to see if we have stock, if we do, thats what you get, the field is completely greyed out and we cant touch it and a supervisor will not do **** to help you with that. Even if you say you will pay extra money or even opt to downgrade it will not be done, this note 3 to s5 program is very unique. Anyways as far as going with samsung, thats a completely different ball game, we have no access to their systems and the rep may have just straight lied to you about samsung changing you to a note 4 just so that he could pass the survey that you might get. And if the phone is over 1 year old samsung will tell you to go through verizon as the extended warranty that you either pay $3, $8, or $10 / month for is verizon only. Also when dealing with samsung you will have to send your phone to them and they attempt a repair before they give you a replacement, so good ****ing luck on that. As far as sending techs goes, we have an escalation process for any network issues where we fill out the address and problem and such and send it to people who actually manager cell towers but 90% of the time they just do a remote check on all the towers in the area and if they show as ok they tell you that you're in a "marginal coverage" area which means the service may be bad, this does qualify you to cancel any lines in that area with no ETF though so if you're really pissed feel free to do that. Feel free to either reply here or private message me any questions about any verizon tech support policies or whatever
Thanks for this. I've been dealing with a subpar signal from this phone for many months. You're information was extremely helpful and saved me time with Verizon tech support.
Xproplayer said:
Oh boy my time to shine. I am one of the "tier 2" tech reps (It's just tech support, customer service acts as "tier 1" tech support when normal tech has a queue but otherwise its just 1 actual tech department for phones and such). So this replacement process is valid and is in one of our not commonly used device forums that shows that if you are dropping data 3% or higher OR you are dropping calls 3% or higher and there are some other criteria met you can get an S5 as a replacement, personally I wouldn't want an S5 but if you do want an S5 you'll have to call in and have a replacement done at least once to ensure it just wasn't one bad note 3. The S5 order has to be done as a COMPLETE manager override due to the way the system works so you might get push back on it by the reps but if you say "look in the device forums for the note 3" there is a PINNED article on this issue and if they are still idiots ask to speak with a supervisor. Anyways as far as any other replacement goes to the note 4 or note 2 as another rep mentioned, verizon will NOT do that at all, we USED to have the ability to do alternate CLNRs (Certified Like New Replacement, these are all of the warranty phones, most are good some are junk I will admit) but due to posts such as these online people were abusing it so it is removed, now when a rep does the order we select what the problem device is and it checks to see if we have stock, if we do, thats what you get, the field is completely greyed out and we cant touch it and a supervisor will not do **** to help you with that. Even if you say you will pay extra money or even opt to downgrade it will not be done, this note 3 to s5 program is very unique. Anyways as far as going with samsung, thats a completely different ball game, we have no access to their systems and the rep may have just straight lied to you about samsung changing you to a note 4 just so that he could pass the survey that you might get. And if the phone is over 1 year old samsung will tell you to go through verizon as the extended warranty that you either pay $3, $8, or $10 / month for is verizon only. Also when dealing with samsung you will have to send your phone to them and they attempt a repair before they give you a replacement, so good ****ing luck on that. As far as sending techs goes, we have an escalation process for any network issues where we fill out the address and problem and such and send it to people who actually manager cell towers but 90% of the time they just do a remote check on all the towers in the area and if they show as ok they tell you that you're in a "marginal coverage" area which means the service may be bad, this does qualify you to cancel any lines in that area with no ETF though so if you're really pissed feel free to do that. Feel free to either reply here or private message me any questions about any verizon tech support policies or whatever
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My new "replacement" phone is on it's way and i'm waiting to get the towers checked in my area. i think i'm gonna record the conversation. Is there a link or point of reference i can use in our contracts that says we can get out of our etfs? And after i'm told that i live in a marginal area, who gives the ok for the ETF being waived? Escalations?i'm gonna have to ask for a note to be added/pinned to my account regarding the ETF also huh?? Thanks alot!
ebuechler3 said:
My new "replacement" phone is on it's way and i'm waiting to get the towers checked in my area. i think i'm gonna record the conversation. Is there a link or point of reference i can use in our contracts that says we can get out of our etfs? And after i'm told that i live in a marginal area, who gives the ok for the ETF being waived? Escalations?i'm gonna have to ask for a note to be added/pinned to my account regarding the ETF also huh?? Thanks alot!
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For starters if you record it make sure not to say so because reps aren't allowed to let you record. The only department that can see that ticket and apply credits is tech support so they are the only people who can credit it, no special escalation needed just the normal rep, if you port out your number though you have to have the ETF applied to the account by the porting center then call tech support right after the port request starts to have them waive it.
OP neopolotin75 post #11
I've had some issues with my LG G3. So are you saying that even after several replacement G3's, there is no chance that Verizon would send me a different phone(like the Note 4)? I have insurance if that matters. Thanks!
I'm about send a six page letter to the Verizon VP of retail operations and customer service. I have never experienced more improper behavior by the hourly employees of any company. Before the V10 release I called to confirm that unlimited data customers could buy the phone on the device payment plan on Nov. 15th. I received numerous confirmations over the phone. When I entered the store they had no idea what I was talking about. Fine, put that on Verizon corporate for not properly informing all the stores of what was going on. After many calls a customer service supervisor indicated that I was correct but that Verizon had not updated its own software to make the change in time. I placed the order online that night as the stores had already closed. When I called the next day with another supervisor they again told me I was correct and would make arrangement to ensure that I was given the device payment plan without losing my unlimited data. I arranged to pick up the phone at an official Verizon store. The supervisor assured me that she would follow up after I picked up the phone to make sure everything was correct.
SHADY BEHAVIOR #1 - that same supervisor went into the notes after the call the next day and left an outright lie indicating that she informed the customer (me) that I would NOT be able to buy on the device payment plan until December. The order was canceled and NO ONE notified until AFTER I walked into the store to pick up the phone. My order was canceled without any notification via email or text, so I basically wasted my time going to the store and making all these calls with the supervisor.
SHADY BEHAVIOR #2 - When I called customer service from wihin the store, another supervisor, who said she knew the first supervisor personally, began telling me that I had no order. I emailed it to her and she began refuting the validity of it and when I asked her to give me the status of the order she admitted she had no way of knowing because she had no access to internet orders, which was not her department. Clearly she was just trying to cover for her supervisor friend. I immediately told her to stop wasting my time, now some 30 minutes after first calling, and connect me with a supervisor in the internet orders department ASAP, what she should have done from the beginning. Unbelievable... they see that you are clearly angered and yet they try to blame you the customer for their mistakes.
I returned the phone after I was told that device payment plan would start exactly one week later. On the day I was eligible for the DPP I purchased a new phone. After spending nearly 10 hours and speaking to over a dozen different Verizon employees I wasn't about to come away from the ordeal without the device payment play as I was assured I would.
SHADY BEHAVIOR #3 - In the store the new phone (#2) was handed to me without a screen protector and a receipt was not given to me.
SHADY BEHAVIOR #4 - when I went back into the store to ask for a receipt, and point out that the phone was not working, a employee passed himself off as being "THE" manager. I asked him if he was the store manager and he admitted he was not. He would not provide me with receipt because the store was now closed although many employees were still inside with some customers. He said my receipt information would be available online, which was false. Even the confirmation email sent did not make reference to the model of the phone that was purchased it only made reference to my old phone.
SHADY BEHAVIOR #5 - The next day I returned the phone and was finally given a receipt. This phone also stopped working properly after a few hours! I called a store near my work to confirm if they had a replacement phone in stock and they said they did. I walked over to the store and they said, after finding out it was for an exchange, that they did not have the phone in stock after all. Huh? I drove over to another Verizon store as no one was picking up the phone (??) and as soon as I walked in I asked if they had my phone in stock. They said sure we have it. I asked them to confirm but they would not tell me unless I gave them my phone number, presumably to see if I was there for an exchange or for a new line activation. I told the guy it was for an exchange and he went in the back stock room and, when he came out surprise, surprise they didn't have the phone in stock. I'm tenacious so I walked over to the third Verizon store of the night. On the way over I called and asked if they had the phone in stock, they confirmed that they did and that they had more than one in stock. When I walked in they tried to do the same thing, as soon as I asked if they had it in stock they wouldn't answer unless I gave them my phone number. But this time I had them on the hook because the guy told me over the phone that they the phone in stock and "PLENTY". The employee that took care of me tried to give me the run around too once they saw it was an exchange. She took my phone to the back room to show it to her manager and confirm the equipment problem. I asked her to tell him to come out as I did not want my phone leaving my sight for long. She said he could not come out..... shady. She comes out with a new phone and I ask her to turn it on before she switches over the service as I want to make sure the screen is 100% operational before I have to go through a third exchange. She says she can't take it out of the box without switching over the service. I asked her if they had more than one of the phone in stock in case there was a problem, and without making eye contact she responds with an incoherent "nu uhh" and head shake. I did not tell her that her own co-worker confirmed that they IN FACT did have more than one phone in stock nor did I ask why they were now singing a different tune. Seriously... this is how a publicly traded company runs its retail operations?
To summarize, I was LIED to repeatedly by Verizon employees. Supervisors lied in their notes to cover up their giving out incorrect information. Verizon retail stores make it deliberately hard for your to exchange a phone. I plan to send this letter to the consumer protection agency run by the federal government.
Somehow I find it hard to believe you where treated this badly by VZ. You had 3 brand new defective phones in a row??
I have dealt with 3 different VZ stores in my area & have had excellent/courteous service from all 3. Sure, we where all upset when VZ raised the price of the unlimited data service by $20 a month (I cancelled 3 lines because of that) but that was not their employees fault.
I owned a retail store for over 20 years & your whole attitude seems to me as being one of those customers that is never satisfied no matter how hard they try.
~John
^ Yes I can tell you were a retail owner. To make a blanket statement like "your whole attitude" is indicative of that.
You made not a single mention of the outright lies that were told by the Verizon employees but instead opted to put it on the customer or impugned the customer's integrity by voicing skepticism of faulty equipment without any solid basis for that skepticism. You don't know me, and you don't know the track record of an entirely new phone. Have you visited the LG forums to see those who have had to make multiple returns? Of course not. Yours is the typical management response of Fortune 500 companies that are loathed by the public.
Also, there were two returns for faulty equipment, each confirmed at the Verizon store before a new phone was given. The first return was simply my prerogative to take advantage of the device payment plan, as I was initially told by numerous Verizon employees prior to the initial sale. And secondly you fail to address the point that the stores apparently have unethical motivation to make an exchange of their inventory for another location's sale of hotly sought after phones deliberately more difficult.
And by the way, I worked for a five star hotel, deemed the best in the metropolitan area, all through college where we bent over backwards to ensure customer loyalty and to deliver value for premium services. I had to take written tests for AAA certification to verify that I knew all the latest information required of my job and had frequent training seminars to ensure that we were all worthy of the "best in class" title. Verizon like trumpet that they're the best, evidently they don't visit their own stores very often. You know how well your operation is doing when the customer has a problem, and not just for how well they handle mundane transactions. Can your staff rectify the problem as quickly as possible without further aggravation to customer? But ultimately we're not talking about just dropped balls and incompetence here, we're talking of employees repeatedly making deliberately false statements to customers. That's beyond acceptable.
Sucks to be PorscheOscar.
Is there any chance that the humanity of at least ONE employee would have come forth and done at least half-of-the-right-thing by you if you were presenting a good persona?
But I feel for you ... because of course ... ALL the employee's in the store wouldn't have the same negative attitude and manipulate a computer system because the person in front of them was completely rational, respectful and courteous. It has to be some corporate level decision that was sent through the regional representatives and programmed into the one store to single YOU out and destroy your integrity.
I've been disappointed by some of Verizon's products and also their staff before - but instead of finding a manager within the store that supported someone I couldn't get a positive interaction with, I just drove 5 to 10 miles in any direction and went to a different Verizon store.
Good luck trying to get good service from a Verizon Rep based on the computer notes now!
I've been with Verizon for 10+ years (also have unlimited data). I've been pretty happy with their service. I typically call 611 when I have issues rather than visiting a call. The stores #1 (and seemingly only) objective is to sell devices. They have no interest in handling returns/defects/etc. I've actually called 611 from within a store when a sales rep told me something wasn't covered.
The information they told you could have been true and false at the same time. Did they have several brand new V10's in inventory? Yes. Did they have refurbed V10's in inventory to issue as replacements? No. Most companies will not give you a brand new phone as a replacement. A manager can choose to give you one but that's few and far between. Though Verizon (in terms of the big 4 carriers) is your best bet at getting such replacement.
Next time try calling 611. They'll ship you a replacement and give you a return label for the defective one.
All in all, your experience is still better than you'd expect from AT&T. Wanna test that? Ask a Verizon rep to send you a text or e-mail (written confirmation) of something. They will. I've been fighting AT&T U-Verse since July for a bill that I don't owe. Every month they bill me, every month I call and explain, and every month some rep (or manager) has said not to worry and they've removed it from my account. EVERY SINGLE REP has told me they're not allowed to send any e-mails, texts, faxes, or mail...no written confirmation. I got my first collection letter last week. It's my word against theirs. Sorry POS company!
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joshw0000 said:
I've been with Verizon for 10+ years (also have unlimited data). I've been pretty happy with their service. I typically call 611 when I have issues rather than visiting a call. The stores #1 (and seemingly only) objective is to sell devices. They have no interest in handling returns/defects/etc. I've actually called 611 from within a store when a sales rep told me something wasn't covered.
The information they told you could have been true and false at the same time. Did they have several brand new V10's in inventory? Yes. Did they have refurbed V10's in inventory to issue as replacements? No. Most companies will not give you a brand new phone as a replacement. A manager can choose to give you one but that's few and far between. Though Verizon (in terms of the big 4 carriers) is your best bet at getting such replacement.
Next time try calling 611. They'll ship you a replacement and give you a return label for the defective one.
All in all, your experience is still better than you'd expect from AT&T. Wanna test that? Ask a Verizon rep to send you a text or e-mail (written confirmation) of something. They will. I've been fighting AT&T U-Verse since July for a bill that I don't owe. Every month they bill me, every month I call and explain, and every month some rep (or manager) has said not to worry and they've removed it from my account. EVERY SINGLE REP has told me they're not allowed to send any e-mails, texts, faxes, or mail...no written confirmation. I got my first collection letter last week. It's my word against theirs. Sorry POS company!
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1. I'm glad you pointed out the issue about exchanges vs. Refunds. Note to all: if you are still in your two week return window and have an issue DO NOT EXCHANGE. RETURN FOR REDUND ONLY. They will not tell you if you are receiving a refurbished phone. Demand a new phone. I can't believe I made this mistake because I had exactly this same experience 6 years ago with Droid X. They kept giving me refurbished phones one after the other until I was in my 9th return. Verizon have very poor if nonexistent quality control testing of refurbished phones. I'm going to have to give hard thought to returning this phone if they confirm that it's a refurb, even if I have to eat the $35 restocking fee. Given how the manager of the store couldn't be bothered to leave the back room I have no issue with giving him a return.
2. Yes AT&T is bad, Sprint is Worse and Tmobil I once caught red handed doing something shady on international calls which I reported to the State Attorneys and FCC. But Verizon leads them all for expensive service. The expectation of competent and non-shady service goes up. This all unfortunate because I reward straight shooters with long term loyalty. I would expect this from a fly by night Cell phone company but not an established company with millions of shareholders.
Was the Droid X that long ago? I loved that phone.
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I've never had issues with Verizon by phone conversation. but going to a Verizon retail store is a different story. stay away
I called LG to verify I had a new phone and They said it was. Also, while I was in the phone with them I asked about an issue I was having with a set of refurbished LG 900 Infinium headphones purchased on Amazon. I was told that if you buy LG Bluetooth headphones and have an issue they will send you new unit not a refurbished even though they were refurbs to begin with.
I also called Verizon tech support and they claim that if you go in store for an exchange they can only give you new phones as they don't stock refurbs. If however you make a claim over the phone They will send you refurbished units. Avoid that at all costs if you are in your 14 day return window.
joshw0000 said:
Was the Droid X that long ago? I loved that phone.
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I keep every phone I ever had in my desk as a little museum. I still have my BlackBerry Pearl..the first must have phone all my friends ran out and switched too, the iphone wasn't the first. But the Droid X was the phone I got when I left T-Mobile just to secure unlimited data. When the iPhone 4 was announced still without 4G, I was Android do good.
porscheoscar said:
I keep every phone I ever had in my desk as a little museum. I still have my BlackBerry Pearl..the first must have phone all my friends ran out and switched too, the iphone wasn't the first. But the Droid X was the phone I got when I left T-Mobile just to secure unlimited data. When the iPhone 4 was announced still without 4G, I was Android do good.
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I sell mine as soon as a better phone is released. That's how I get to try every new phone that will work on Verizon.
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i'm not sure how you got so far as to preorder on the phone then schedule an in store pick up. I called about 3 times before actually going through with a purchase on my UDP line and making sure every questions was answered. I then proceeded to get the phone picked the phone and color then the person couldn't proceed. I was then transferred and they clearly explained to me the deal after again trying and not being able to proceed while keeping the UDP line. I then had to wait til my pay period ended. 3 days later I went to the store and did the actual DPP on my UDP line.
Sorry you had a bad experience. I usually avoid the stores at all costs.
I've had generally good experiences with Verizon stores, but tend to do my business online, simply because I don't have to worry about being pushed or "pitched" anything. Recently, my wife's LG G4 was caught in a bootloop (showed LG logo, then went black). After 3 store reps fiddled around with it trying to factory reset it (BTW, it said "Modified" on the menu, but none noticed that fact!) As one of them was processing the warranty replacement, another guy walked into the store with a G4 and it was doing the exact same thing! Anyway, I asked them if there was anything else I could do since my wife wanted to take photos for Christmas (this was on the 23rd) and the replacement was shipping 2-day. They did offer for me to buy a new phone, but her G4 is 6 months old. Anyway, they seemed very helpful to me and I've never experienced what the OP did--doesn't mean it can't happen, but I would say it's rare.
As a small side-note to my story, I happened to be shopping at BJ's Wholesale during the day on Christmas Eve. In the store, there's a Verizon Kiosk, which is actually run by Diamond Wireless. EVERY SINGLE TIME I've done anything through them, they've been amazing. I guess it actually helps to have some degrees of separation from VZW! I told the guy what happened to my wife's phone. I asked him if I could buy a phone, then return it within 14 days without being worse for the wear--which he confirmed. He then suggested I "buy" the V10 as it has a better camera, etc. Since VZW had already issued a warranty replacement G4, he said they couldn't cancel it, but he suggested that I do a "buddy upgrade" (I have 3 total lines eligible), which I did. Unfortunately, my employee discount doesn't allow payment plan, so I was out $300 temporarily. HOWEVER, LG is giving a $100 rebate (Visa Gift Card). Then on top of that, the replacement G4 that will arrive shortly will be all mine--I'm hoping to sell it for at least $200, so I will break even in the long run. The Diamond Wireless guy walked me through everything, answering all my pesky questions and ensuring everything was done properly. The best part is that my wife has an amazing new phone and took many great Christmas photos with it. I like the phone so much, I'm thinking of switching to a V10 myself... I may wait to see if/what HTC releases next (usually March) and if it doesn't suit my fancy, I'm a new LG V10 owner.
Hell yeah the VZW stores are shady! I had to call CS for 3 months to get a 50 dollar credit I was assured was coming to me. I've jumped from Verizon since then, same bull**** just different source at this point
My experiences have been just the opposite. The instore folks have been so helpful. The telehelp people were clueless about all the discounts on my account and completely jacked everything up. The store manager did some creative genius and my account got fixed. His creativity cost me $35 but it saved me over $1,000 in the end. Everytime I've been in to the store I've had great experiences. I've been in so much recently that I practically know all the employees by first name. (Lots of $300 trade-ins of $10 phones. Thank Vzw!)
I'm not trying to negate your negative experiences as I've seen upset people in the Vzw store every time I've gone in. I understand your frustration and writing the letter was probably very therapuetic. However, sending it probably won't make one bit of difference. The stores are meant for one purpose and only one purpose, sign up new accounts and do phone upgrades. They aren't there to do exchanges like Walmart. If they give you a new phone then that means there's one less new phone in the store to sell. Verizon is a business in business to make money. Exchanging a phone doesn't bring them any new money. Like it or not, that's the facts jack.
If you haven't sent the letter yet then don't bother. You'll probably get a nasty note added to your file.
Op.
You are whats wrong with america, everytime you think you have been wronged in the SLIGHTEST way, You go cry to the better business bureau or aaa or fbi cia dea, obama, whoever will listen to your little violin playing at your pity party.. ...big red is a big companh, they dont give 2 f's about you or your opinion, and neither does the government agency who has their contracted service through big red... Play the game, or get pegged as a pest...and then treated as such
porscheoscar said:
I'm about send a six page letter to the Verizon VP of retail operations and customer service.
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You can stop right there. Your post here is already tl;dr.
Time to do some serious editing. Ideally, you'll parse it down to a single page. Two pages is the max.
Beyond that, you're into serial killer manifesto territory. The only reason anybody will read beyond the second page is to see if you're just a kook, or if you're actually a threat and they need to report you to law enforcement.
Itt: people who don't know what a sales quota is,so they're surprised a corporate verizon rep is only concerned with a sale. Their quotas are so high their jobs are quite frequently on the chopping block if they take time to actually help customers with issues like this.
It sucks, but that's why I usually go to authorized retailers instead.
There's always two sides. Funny thing is 97% of the shadiness I've seen from T-Mobile AND Verizon was to benefit me. You probably come off as pretentious and entitled over the phone, same as in text.
Sorry you had to go through all that nonsense but its true if its a Corporate store they do not care about customer service I have experienced myself and have been lied to also , its much better to go thru a 3rd party where they will treat you better or customer service and since all the nonsense with corp stores I always avoid them would rather get the phone on ebay or amazon or even craigslist before I go to a corp store cuz all they are interested in is sales vs customer sevices and I have many friends and family memebers with Verizon that have had bad experiences so I beleive you sir and its a shame that it happens cuz they are a huge corp that should not be acting like that and should try to make the customer happy even though there are some customers out there that are worse than the employees cuz they expect to get their way cuz of that stupid saying "The Customer is always RIGHT" which is also aload of bs,Anyways it works both ways!!!!!!!!!!!!!!