I've had the same multiple issues with my handset that everyone else has posted...power cycling, screen freezing & locking up, black screen when receiving incoming calls, intermittent connectivity, poor battery life. Additionally, the phone has poor call clarity as I'm continuously saying "huh?" or "what?" or "can you repeat what you just said?" to the person on the other end of the line.
The problems started with EMS back in November. Any texts that exceeded the 160 character limit for standard text messages, sent from non-VZ customers, would get cut off and I'd only receive the first part of the text. I've been calling customer service at least once a week since November with the text messaging issue and they've done all kinds of troubleshooting w/ the issue, stated the issue was escalated to a manager to contact AT&T to update their scripting but couldn't promise when AT&T would do so, told me LG is supposed to send out a software update w/in the first quarter of this year that "should" fix the issue. Every time I called and spoke to a customer service rep, I was told they'd call me back w/ an update but I never received a call. Not once was I offered a replacement handset even though I know there's no guarantee this would fix the issue and that it more than likely won't. A temporary fix I disovered was to have tech support disable then e-enable my text messaging feature, turn the phone off, take out the battery, put the battery back in and power it back up. If you're lucky that'll last a week.
I went to a retail store yesterday and spoke to a Sales Rep who tried to workout some options to get me into an iPhone. The option he gave me was to add another line to my account w/ a 2 yr contract and I could get the phone at the new service price of $199 vs paying retail of $650. After the abhorring experience I've had with this handset and the inability of the numerous customer service reps I spoke with to resolve this initial issue w/ text messaging, I did not want to be tied into another 2 yr contract. He suggested I speak to the store manager to see what he can do for me...worst customer service experience I've had to date w/ VZ. To sum it up...this Asst Store Manager basically told me that he's not heard of these issues w/ this device and if it was big enough of a problem he'd receive an email about it w/ instructions as to what handset they can replace the Revo with. I referred him to read the forum posts on VZ's own website to which his response was that we can't go off of what people say on forums because anyone can say anything they want that may not be true. He basically told me that he can't do anything for me until I at least do a warranty replacement and if the issues persist, then he can look into getting me into another Android device at the upgrade price. He said normally customer service will require at least 3 handset replacements before they can switch a customer to a different device. I asked what sense does is make to replace my phone which I purchased new but is defective & malfunctioning with a refurbished handset that was defective off the manufacturing line. His response, I can't say that I'll have the same issues because I've not had a replacement phone and in his 10 yrs of experience, most of the time the replacement phone resolves the issues. Clearly, I'm getting nowhere fast w/ this guy and am forced to follow the ridiculous red tape of the numerous handset replacement process to even get considered to be switched into a different device. In the end, I had them ship a replacement phone to me. I expect to be back at that store w/ the same issues. It is appalling how this guy is an Asst Store Manager because his customer service was repugnant and infuriating.
For anyone who's filed a complaint w/ the BBB , did you file the complaint against VZ or against LG? For those who got their money back, how long did it take to receive the refund and from whom?
