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Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
JayneR
Member

I purchased an iPhone 6 at a local Verizon Wireless store on 11/18/2015. I had backed up my phone to the iCloud about two hours previously. I told the associate that I wanted my old data transferred to my new phone and that I wanted to give my old iPhone 4 to my sister to replace her flip-phone. This does not seem like rocket science. I left the store very happy. Two days later I sat down with my sister and showed her how her phone works. We added some of her contacts and deleted most of mine. I also deleted my photos so she would have more available memory. The next day I tried to use my phone, but most of my contacts were gone.

Yesterday, November 22nd, I went back to the store with both phones and told them what was going on. The customer service person took my iPhone 6 and did another restore from the iCloud - same problem.  She had her Apple specialist come over to discuss the situation. She looked at the settings and found that the old phone still was connected to my email address (user id). Apparently that meant that the changes being made to the old phone were being made to the iCloud and subsequently made to my phone. They removed my email address from the old phone, wiped my new phone and tried another backup from the iCloud, but it did not work. Apparently the contact list has special properties and restoring from the backup did not fix the contact list situation.

The Apple store was just down the street, so we went there to speak with their Genius Squad. My genius found several other spots in settings on the old phone where my user id was listed. She removed those. She wiped the the new phone and restored from the iCloud backup. Same problem. She said that this could not be fixed.

I am so upset that I don't know what to do. I am angry with the Verizon Wireless store. They certainly did not set up the old phone correctly which started this whole problem.They certainly have not trained their people correctly. I am angry with Apple. I am angry with their Apple software design folks if, in fact, this is how the contact list works. Up until I retired two years ago, I was a software engineer for 35 years. I wrote software that landed planes on aircraft carriers, pilots hands off. I worked on rockets. I am a rocket scientist! This is not how a system should work!

I don't know where to go from here. I am tempted to return my phone to Verizon Wireless just so they don't make money on my sale. They certainly did not earn it

Advice encouraged.

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Re: Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
vzw_customer_support
Customer Support

JanyeR, we definitely want you to have an amazing experience whenever you work with us. We are saddened to hear that this was not the case. We will be saddened to see you leave. Let’s help change this around so you can bring the zeal back. We can submit a feedback to the store so we can improve the customer service. Have you tried backing up your contacts to the Verizon Cloud or your email?
ZangY_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
JayneR
Member

I am still so upset about this. I am not upset at Verizon, just that one store and their employees. I did not have the Verizon Cloud installed until after this happened. I do have a PC backup of my phone. Also, looking at all the new settings on my new phone, there must be some combination of these cloud settings where it will allow my contacts to be overwritten by a restore backup. I am, though, returning my phone to the Verizon store, speaking with the manager and going down the street to purchase my phone from the Apple store. It may sound silly, but it will sure make me feel a lot better.

I will not click correct answer to your response as you have not solved my problem

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Re: Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
mama23dogs
Sr. Leader

When you gave the phone to your sister, did you set it up with her Apple ID?

WHy didn't you factory reset the iPhone 4 ?

Re: Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
JayneR
Member

mama23dogs,

No, no, no! I had Verizon set up both phones. I told them the new phone was for me and the old phone would be for my sister. It was up to them to set the phones up correctly - they do this every day. They should have removed my Apple ID from my phone. When I noticed the problem with the contact list, I went back to the Verizon store the next day and the store's Apple expert saw that my Apple ID was still there and removed it,  The damage was already done as my sister and I removed some of my contacts on her phone and added hers. She wiped my new phone again and backed it up from the iCloud. Silly that the normal process does not restore the contact list or ask if you want it restored. Then I went to the Apple store. The Apple genius found several other places where my Apple ID was still on the phone and removed them She could not restore my contact list.

Since then I have scoured the Apple community forums and found someone who had the same issue. One of the site gurus presented the following solution which did correct the problem:

"If you are restoring from an iCloud backup, you could try the following approach developed by another user (Winston Churchill):

  1. Ensure the device is connected to your local network.
  2. Start the restore from iCloud back up.
  3. Allow the devices settings to restore (watch for the confirmation of completion).
  4. As the apps begin to restore pull the connection to your router WAN port (the one that goes to the telephone point).
  5. Wait for the time out confirmation.
  6. Navigate to settings > iCloud and turn off contact syncing (keep contacts when prompted).
  7. Reconnect the router to the internet and let the restore process complete.
  8. Delete the iCloud contacts from iCloud.com on a computer.
  9. Navigate to settings > iCloud and turn on contact syncing (merge contacts when prompted)."

I plan on running this procedure on Wednesday. I will post my results.

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Re: Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
pherson
Leader

It's not the stores responsibility to be able to know everything that you want to do nor take care of what YOU should have done. But that's neither here nor there. If it makes you feel better to return the phone then go to apple and run into more trouble so be it.

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Re: Poor service at Verizon Wireless Store while upgrading to iPhone 6 and subsequent transfer of iPhone 4 at Verizon Wireless store caused lo me to lose Contact List
mama23dogs
Sr. Leader

IT might make more sense to check your Verizon back up assistant and see if your contacts are all there.

or

restore from a previous backup.

I Do think in this era of smartphones, each person needs to learn how to setup, backup, restore  and manage their own devices.

MAny stores are prohibiting employees from doing any data transfer so they can't be held responsible for errors.

I Totally agree with that thinking.  The content of cellphones is often personal, sometimes private and confidential.

NO one else should be handling it other than the owner.