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Update needed re status of fix for missed calls

We were informed that Samsung had verified a fix for missed calls a week ago on 6/30. There's been nothing since, phone is still not ringing, calls go directly to voicemail without notification. Is the fix real and when will it be available? Having a phone that doesn't function as a phone is a serious and unacceptable flaw.

Comments

indianafanatic

bluestar,

It's been 2 and a half months since the Froyo update and 2 and a half months that Samsung and Verizon have known about issues resulting from it. That's 2 and a half months with problems and no solutions. There only seems to be one VZW employee in this forum (MikeS) who is actually trying to communicate what's happening behind the scenes.

I've come to the realization that we won't get a fix until it's fixed, and that's as good as it's going to get. :smileyindifferent:

Mali09

I would like to know from Verizon why they expect me to continue to pay over $100 a month for a phone that does not work correctly???!!! Missed calls is a huge issue. I'm missing important calls from my job and family members. Either deduct cost or offer another new model phone. Patiently waiting for a response from a verizon rep.

SFObrien

Verizon has in some cases offered to replace the Fascinate with another Fascinate(?) or a first version Droid X. There have been a few reports of the Droid X having the missed call issue as well.

I agree at this point Verizon needs to offer all Fascinate owners something more than a refurbised replacement. The best thing that comes to mind would be an early upgrade offer to a device of the customer's choice. This would go a long way in showing that they do care about their customer and not just the money.

Will this happen, I seriously doubt it........................

nickjr

SFObrien wrote:
Verizon has in some cases offered to replace the Fascinate with another Fascinate(?) or a first version Droid X. There have been a few reports of the Droid X having the missed call issue as well.

I agree at this point Verizon needs to offer all Fascinate owners something more than a refurbised replacement. The best thing that comes to mind would be an early upgrade offer to a device of the customer's choice. This would go a long way in showing that they do care about their customer and not just the money.

Will this happen, I seriously doubt it........................

I made that comment in another part of this forum, if they refuse to fix this phone, at least allow us users the one time option to an early upgrade and upgrade prices.. I would love to dump this phone right now..

DionM_VZW

Mali09 wrote:
I would like to know from Verizon why they expect me to continue to pay over $100 a month for a phone that does not work correctly???!!! Missed calls is a huge issue. I'm missing important calls from my job and family members. Either deduct cost or offer another new model phone. Patiently waiting for a response from a verizon rep.

Hello Mali09,

I have the utmost respect for your position on this and fully appreciate how frustrated you must feel. I recommend looking at your monthly service charges as access to the Verizon Wireless network, rather than payments for a phone that doesn't work. This thread is dedicated to concerns over the Samsung Fascinate. Since you haven't stated any issue with the service that you're paying for each month, then your mention of the monthly service charges aren't related here. That having been said, Verizon Wireless is still working with the manufacturer to get your concerns resolved. After all, you're not getting much value out of the service you've paid for if you're having problems with your phone.

Smokie11

DionM_VZW wrote:
Mali09 wrote:
I would like to know from Verizon why they expect me to continue to pay over $100 a month for a phone that does not work correctly???!!! Missed calls is a huge issue. I'm missing important calls from my job and family members. Either deduct cost or offer another new model phone. Patiently waiting for a response from a verizon rep.
Hello Mali09,

I have the utmost respect for your position on this and fully appreciate how frustrated you must feel. I recommend looking at your monthly service charges as access to the Verizon Wireless network, rather than payments for a phone that doesn't work. This thread is dedicated to concerns over the Samsung Fascinate. Since you haven't stated any issue with the service that you're paying for each month, then your mention of the monthly service charges aren't related here. That having been said, Verizon Wireless is still working with the manufacturer to get your concerns resolved. After all, you're not getting much value out of the service you've paid for if you're having problems with your phone.

Hey Dion, I recommend that you look at the monthly payments that we make to Verizon as a contract in which Verizon promises the abillity of a customer to receive and make phone calls with the phone we purchased from Verizon. It is completely irrelevant to a customer whether the the phone fails to ring because of a network failure or a phone failure. We pay money to Verizon for one thing and one thing only: a phone that works.

Trying to isolate the monthly payments to Verizon as being only for the privilege of having access to the Verizon Wireless network is insulting, we cannot access said network unless the phone we also paid money to Verizon for works. None of us know for a fact that the missing phone calls are the result of a network failure or a phone failure, furthermore it is irrelevant since all of our money for buying the phone and monthly payments go to Verizon. The only entity responsible for any kind of a failure for our phones to communicate is Verizon, no one else...just Verizon, ok?

indianafanatic

DionM, since you have absolved VZW of any responsibility for dropped/missed calls, battery drain, etc., how about you giving us the contact name and number for the appropriate Samsung department?
It's quite obvious to me that bringing up any problems in this forum are a waste of time, energy and hope. I sure hope that my monthly conteibution to the coffers didn't go to pay for any part of the customer service course you took.

no_service

Dion, I recommend you find your conscience, which you evidently threw away along with your common sense. Your post is absolutely insulting and infuriating, and is sadly typical of Verizon customer service. I don't know how you people live with yourselves. And I recommend to all Verizon customers to get out your contract with Verizon for breach of contract and to never give them your money again.

wardcst24

DionM_VZW wrote
Hello Mali09,

I have the utmost respect for your position on this and fully appreciate how frustrated you must feel. I recommend looking at your monthly service charges as access to the Verizon Wireless network, rather than payments for a phone that doesn't work. This thread is dedicated to concerns over the Samsung Fascinate. Since you haven't stated any issue with the service that you're paying for each month, then your mention of the monthly service charges aren't related here. That having been said, Verizon Wireless is still working with the manufacturer to get your concerns resolved. After all, you're not getting much value out of the service you've paid for if you're having problems with your phone.

Was it Verizon that Put the OK on the software update was it not Verizon that pushed it to our Phones

From what Samsung is saying they do not push the updates That Verizon Does

So if it is Verizon that ok ed the update that has left us with out Service why is it Samsung's fault

Verizon Broke our phones with the help of Samsung

unknown

I understand everyone's frustration over this issue and I agree it is taking a long time to resolve this issue. I apologize if it seems like we don't care about the issue or are ignoring you all. I have a Samsung Fascinate myself as well as many of my co-workers, and have experienced some of the same things everyone else has. Our product team is still in the process of testing the resolution and we want to make sure that the software is free of errors so something like this doesn't happen again. We don't have any new information other than Samsung provided a resolution, but we are still testing it and working on getting that fix pushed out to users. No date has been communicated. I understand the importance of receiving all your calls and that customers are tired of waiting. I can't address everyone individually and look at each of your accounts, but I would recommend contacting our tech support at 800-922-0204 option 3 for further options.

indianafanatic

MarquiaF_VZW wrote:
...We don't have any new information other than Samsung provided a resolution, but we are still testing it and working on getting that fix pushed out to users. No date has been communicated.

MarquiaF,

Thank you for the post. Would you mind telling us when Samsung provided that resolution to VZW? Has Verizon had the resolution for a day? 2 days? A week? A month? How long has Verizon been testing this resolution? Have there been any issues found in it that would otherwise delay its release? I believe we are past the point of vague generalities and deserve some hard facts on exactly just what in the heck is actually going on!

nienie

MarquiaF-VZW

That is not acceptable. You are not providing reliable equipment and customers are paying big money every month to have a phone that works. Verizon sold the phone and provides the service therefore Verizon needs to make this right by the customers. As I see it Verizon is not living up to their part of the contract and so if the customer wants to opt out of their current plan they should be able to.

I would also advise everyone that is having difficulties to call Verizon everyday numerous times a day until they replace your phone with a comparable one. Do not fall for resetting your phone or getting another fascinate sent to you as this is not going to solve your problem. This is just buying Verizon time while the customer continues to not receive calls, texts and the multiple other issues known with this phone. There are people out there that have been able to get a different (comparable)phone as a replacement. Don't give in to Verizon- let them know that you expect a new phone and not another crappy fascinate that doesn't work. Also, make sure you talk to a tier 2 technician and not the first voice on the phone. There are many non educated Verizon employees that don't know their head from their a$$ and wouldn't know customer service if it slapped them in the face. Remember we are the customer...

Another option along with the above is to report Verizon to your attorney general. I was able to find a tier 2 tech that listened to me and I am getting a replacement phone as should every other person that has a fascinate. We are all paying customers and at this point we are not getting the service Verizon has promised and that we are paying for. This is fraudulent and absolutely NOT ACCEPTABLE!!!!

unknown

indianafanatic wrote:

MarquiaF,
Thank you for the post. Would you mind telling us when Samsung provided that resolution to VZW? Has Verizon had the resolution for a day? 2 days? A week? A month? How long has Verizon been testing this resolution? Have there been any issues found in it that would otherwise delay its release? I believe we are past the point of vague generalities and deserve some hard facts on exactly just what in the heck is actually going on!

This was stated in other posts. We received the software from Samsung on 6/30. I don't have specifics of the software testing.

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