VZW - No excuses left

Hi bb10qnx. We want you to have a fantastic experience with any device you're enjoying our service with. We're working hard with all the manufacturers to come out with great software for all the devices quickly. Although I don't have a date for the software release, you can check http://vz.to/14qKqBa for update information when it becomes available. Are you having trouble with your Z10? What's going on? We'd be happy to help while you're waiting on the update.

Thank you

JenniferH_VZW

Please follow us on Twitter @vzwsupport

Hi,

The Z10 is actually working beautifully for me, not so well for others on VZW if you read through related comments at Crackberry, and here as well. The OS updates already approved and sent out by Blackberry would resolve many, if not all, of their issues. Thing is, for myself, applications, and other added features being seeked, and already available through updated versions, are limited/not available on the version currently provided by VZW. We're being left in the past as VZW subscribers, strangely, being that VZW is one of the largest providers. Makes no sense. Announced already, are leaks for 10.2+ with significantly more capabilities, and we, as VZW customers are not even into 10.1 yet, which already has a number of sub-versions within it. There is much, much more coming to the new BB platform at a more rapid pace and we, as VZW customers, don't want to be left in the past, waiting and waiting. Are personnel not being trained fast enough on the updates at VZW to permit the release of the manufacturer approved updates, or what is causing these delays? Which causes many to ask, why not permit the manufacturer to OTA their base OS updates separately, while VZW controls the release of their radio portions, if that is possible?

Thank you.

DanD2

Agree 100%.^^^^^. As a loyal VZW customer, I feel like us BB users are second fiddle to your other product lines. You certainly would do well with your customer base if you folks stepped up to the plate and released timely updates. Your competition certainly has.

I so want to upgrade to the new Z10 but will not until it get's updaded to 10.1.

Thank You

Gwtheyrn

Really, because the lack of an update to my Z10, and the lack of important apps like VZNavigator and NFL Mobile is hampering, if not RUINING my experience. The update has been available SINCE MAY.

I've been a Verizon customer for some seven years, but I've begun looking at switching to different carriers who might actually take their customer service and software/phone support seriously.

leewclark

I must join my fellow customers to voice my displeasure at Verizon's failure to push the 10.1 updarte. This delay in relaeaing the update is affecting my use and enjoyment of the Z10. Whilch I must say is a fabulous device, but my experience would be enhanced by timely getting the updates that BlackBerry is sending out to improve their product. I have been with Verizon since it Bell Atlantic Mobile and I have been mopre thatn satisfied with your service including your customer service which is regularly panned on message boards including this one. To say I am dissapointed would be an understatement...As far as I am concerned you are the best provider in the country... As such your customers should get things First not last....

Now it's the first of July and still no updated OS. I buy BB as a tool and I need the functionality on the Z10 that every previous BB has had. Shame on BB for releasing a phone before it was worthy and shame on Verizon for not pushing the update even though they have had it available for months.

ernieb59

Mine is rebooting randomly. 10.1 fixes this issue - and many others. AT&T customers are enjoying 10.1.

http://www.slashgear.com/blackberry-z10-on-att-scores-bb-10-1-update-09289656/

I came to Verizon because I was told their support and service was way better then AT&T, and the signal strength seems to be the only improvement. Sadly I gave up an android phone for the new BBz10 because I was an avid BB fan. I am beginning to think that this was a mistake as my phone reboots daily, the application selection is crappy along with the apps created with Adobe AIR on 10.0 are as stable as Charles Manson on crack. The fix that everyone keeps telling me, including Verizon Support is the 10.1 update.

So my question is this: If support is much better then AT&T and my experience and service is of the top priority of this company. Why does your competitor and my former service provider offer something you do not?

If Verizon cannot furnish me with a update to this device, AT&T can....

Just a suggestion.

If you set up a .pdf that explains the improvements that the new OS does for the BlackBerry Z10, shouldn't it be in a format that the Z10 can open and view?

Isn't that kind of silly that no one at Verizon would have checked to see that it works?

FYI: I can open the file on how to download the software, but not the file that tells you what it does...

DEMON_COFFEE

I'm beginning to get a sense of deja vu here. I left my old carrier to come to VZW because of their lack of communication to their customer base. Frankly it gets frustrating every time I do an update check and see the system say I have the "latest" software when I know it isn't. If VZW offered a free switch to the Q10 I would do so immediately just for the functionality I expect from my blackberry. Come on VZW get with it for #1 you are currently acting like #2 to me.

I didn't switch carriers, I been with Verizon since the start of their merged companies (360 and GTE if I remember correctly). I have had blackberrys since the 8830 World Edition, I love the capibility that BlackBerry gives you with a phone. I am not a gamer on a phone, I need a way to communicate, and communicate quickly which BlackBerry does really well and quite frankly Verizon's network seems to be the best on coverage no matter where I travel. However I do have to agree with you PDragonST, Verizon is LAST in pushing this software out to their US subscribers. T-Moble pushed it out last month, AT&T pushed last week (I think). What gives? You might want to look at T-Moble also they are doing some great things and getting people to switch daily with some of their new promotions. I am almost ready to pay that break contract fee just to get out of Verizon's crappy BlackBerry service.

http://support.verizonwireless.com/pdf/system_update/blackberry-z10.pdf

Still waiting VZW, how soon is "coming soon"? This is getting flat out ridiculous. Just let Blackberry control their own updates to their user base directly through BB Link, OTA, you can control the radio portion of the OS, fair, isn't it? Came to VZW for the new BB10 devices both Z10 and Q10, but if this continues, and USCC begins carrying these devices, it may be time to go back, simply ridiculous from such a large carrier. You are keeping me from functionality that is already available on these devices, and that's just dead wrong. I'd be willing to pay the penalty just to get away from this treatment.

DEMON_COFFEE

With the coming price cut on the Z10 ( down to $99.00 I believe), I believe VZW has delivered their answer to all of us, also known as "the bird". So much for their "support" of the Blackberry consumer. For those who believe the fault lies with Blackberry I think this fully proves just the opposite. If a competing carrier offered to reimburse the ETF I'd get slammed with for switching I would SERIOUSLY consider it if this is the level of support I can expect from VZW. Then again should I be shocked when VZW runs ads for blackberry at about 1/10 of those for Droid's . Obviously someone forgot to remind VZW, folks would BUY more apps if the phone COULD USE those apps...without 10.1 a majority of apps are non-functional. Anyone see a correlation, guess VZW doesn't

We certainly appreciate you PDragonST and hope to service your wireless needs for many years to come! We understand the need of the latest enhancements. Software updates are tested before released. We do not have any information on when/if this update will be available. Once or if available, you will be prompted to update.

Thank you,

Lena_VZW

Please follow us on twitter @VZWSupport

http://bgr.com/tag/blackberry-z10/

It looks like Verizon is not the only one who is doing a great job destroying BlackBerry.

They just released their update last week and after waiting almost as long as Verizon allowing everyone in their service to be just as frustrated, dropped the ball on them. $49, nice. 75% drop.

>>Profanity removed<<

Message was edited by: Verizon Moderator

ardimus

I am also a very upset with Verizon and their customer support (or the total lack of support) regarding the release of update 10.1 for the Z10. I bought the Blackberry Z10 as soon as it became available from Verizon back in March and, since that time, I have been quite frustrated with several aspects of the support that Verizon fails to provide for the Blackberry Z10. I had very high hopes for the phone at that time, but my hopes were dashed rather quickly once I upgraded to the device. But, of course, it was too late and I was then locked into a 2 year contract, with no recourse. That was the biggest mistake I have ever made, and I won't make the same mistake twice. Don't get me wrong, I find the device is a solid piece of hardware. But the hardware is only as good as the software that is available for it and without timely firmware updates, like update 10.1, then the device becomes almost useless. As a customer that always pays my bill on time, I would expect top notch support for the product that I am paying for. As soon as I possibly can, I will be ditching Verizon for one of their competitors. Since Verizon obviously don't care about their customers (which is quite evident by all of the posts out on the internet regarding the lack of Verizon support of the Blackberry Z10), then I will take my business elsewhere. I am also planning to speak with my company about switching carriers as well, since they are not happy with the commercial support we receive from Verizon either. Maybe when Verizon loses enough customers, they may wake up to the fact that they are not the only carrier in the marketplace. The customer is always right, but Verizon has lost sight of this. And, yes, I am a very disgruntled Verizon customer.

PDawg2013

bb10qnx,

Your lack of updates is issue is one of the reasons I jumped ship from VZW. I had countless phones on VZW that would not receive the same exact update as the other carriers until almost a year after they came out. Try looking into the Android phone forums sometime. Countless phones that have come out on VZW and they refuse to continue updating them after 3-6 months OR they never put out the first upgrades until 6 months after the phone comes to market. I saved up and ate the ETF to get on a more common cellular standard (LTE/GSM) because as you see in many of the posts, GSM based phones get updates eons before VZW. Not to mention that VZW strips out allot of features in updates and adds their crappy bloatware that eats up allot of space. Most places on the web state that that is the reason it take VZW so long to update their phones software. Add on the fact that they have one of the worst cell phone lineups in the market today and it was a simple choice to run from VZW like the plague and eat the ETF. I was with them for 16 years and I can honestly admit that I do not miss their special hatred for their customers. They only love you up to the time you sign the contract, then they care less and treat you like dirt and don't upgrade your devices, while daring you to leave. Good luck on trying to get a recent update, because I have a feeling you, and many others, have many more months of waiting ahead of you.

Lena,

While I thank you for responding, I find it hard to believe this is due to testing. You already have 10.1 in the wild on your network since the BB Q10 is being shipped with 10.1 out of the box. The only difference between these two phones are the driver sets and hardware support for the device itself. Outside of that testing should be the same as far as functionality to the back-end of your network.

Verifying driver signatures and functionality should be easy since Blackberry provides you with all this for being a partner. So by now you should have ample number of BB Q10 customers giving you oodles of data on the Verizon network that can be used to understand how 10.1 will behave.

Yes AT&T waiting almost as long for 10.1, but its been released. That was the point, nothing more.

I alsked this question already but the message boards continue to go unanswered by verizon....

Lena,

How do I sign up to become a tester of the BlackBerry/Verizon software updates? I wonder if you would open up the beta testing of software to more people if it would make the 2+ month turnaround of software updates quicker.

Hello ardimus, We certainly value your loyalty and do not want to lose you! We are dedicated to offering you the very best device experience. At this time, we do not have additional information regarding an update. I hope that you will allow us the opportunity to restore your confidence in us!

Yale_VZW

Please follow us on twitter @VZWSupport

adjoshi

I called verizon customer service today and I was given no information about Z10 10.1 update. This is very frustrating. If 10.1 is delayed like this, all the future updates may be delayed similarly. I do not want to be a Verizon customer anymore. Such poor communication with its customers!!! I will not be renewing my contract.

Ditto, overly frustrated with this provider already, avoid if you want to be a BB10 owner! Sales staff in the stores must have slept through the BB training courses also, clueless on the power and abilities of QNX and these new devices. If VZW Q10's are delivered with an operating 10.1, there should be no reason the Z10 should be delayed as it is being delayed, fragmenting the BB customer base. Is this intentional or what?? Give BB the ability to OS update through BB Link, VZW, you can update the radio portion of the OS which is SEPARATE from the rest of the OS.

Thank you, and have been looking into this and yes, with you on eating the ETF, this is ridiculous indeed.

If there is indeed dedication, then someone, somewhere on the VZW employee list should have an answer better than: "we have no additional information regarding an update." Someone does, somewhere in VZW, dedicate someone to finding it out, asap, your customers are tired of waiting, as you can see even on this little message board, many are ready to leave for this lack of 'active' dedication. They get the words, they want the action.

If there can be 10.2+ heading into 10.3 leaks out there, surely VZW, with all the assets and resources available to it and within it, can surely get 10.1 to their BB10 Z10 customers immediately. We don't need VZW addon software to work to get a release, just skip it, eliminate it in fact, we don't want it on our phones taking up space and resources anyway, we bought BB devices, and those work standalone.

DoryGuy

I too wish to add my voice, to "Where the heck is the update to 10.1?" I'm just saying. We can see that you have the creative web page for the update. Where's the update!!!! If you don't want to support Blackberry OS, let Blackberry do it.

If you want to keep the same old Radio portion, fine... but the rest of us would like the bug fixes, the battery drain fixes etc. It's a great phone. Get going or get out of the way!

"Hi bb10qnx. Although I don't have a date for the software release,"

JenniferH_VZW

"PDragonST. We do not have any information on when/if this update will be available."

Lena_VZW

"Hello ardimus, We do not have additional information regarding an update."

Yale_VZW

--———————--———————

Well, if there is one thing you have to give Verizon, at least they are consistent ! !

Ann154

The reps have also consistently said they don't know when a software update will be released until it is released. They might on occasion say an update is scheduled to begin the next day, but that is about as far as advanced as they have their information. The tech blogs usually get wind of an update before the employees know about it.

ardimus

You could restore my "confidence" in Verizon by allowing me to end my contract and move to another carrier that DOES support the phones that they sell. I am locked into this contract for the next two years, so the lack of support for the Blackberry Z10 is beyond frustrating for me. Verizon customers deserve much better support than what we are receiving. If Verizon has a dispute with Blackberry, then take it up with them, but don't hold your customers hostage over it. Let me be perfectly clear about this. Either provide us with a real answer as to whether Verizon plans to support the Blackberry Z10 or not. Answer that simple question and I believe the rest of us can make our minds up on our own as to whether Verizon deserves our business.

Absolutely +1K^ - this is insane, and it is NOT BB's fault, as VZW Q10's are already running 10.1+ right out of the box, thus the basic user experience portion of the OS is just fine on the VZW network, it must be the "add on" VZW software that is having issues which they're (VZW) rejecting. Well, we bought Blackberry, let VZW take care of the SEPARATE radio portion of the OS and let BB give us TIMELY OS updates directly on BB Link! This is absolutely ridiculous from a carrier claiming to be a top tier carrier, this issue is most certainly proving otherwise. Currently in the market for another carrier, ready to pay the ETF just to get away from this completely unnecessary frustration.

kiickit

Beyond frustrated with Verizon!!! WHERE IS THE 10.1 UPDATE!?!?!? I shouldnt have to install a leak!!!! I bought my z10 in March when they first rolled out. 5 months later, no update, and I still cant get company email until I have 10.1....Verizon you have almost lost a long time (8 year) customer.

dingster1

I'm definitely leaving Verizon for this reason alone! If they aren't going to actively support the product then DON"T bother selling it! I've been with Verizon since they were Bell Atlantic but this has pushed me over the edge! Arrogance is going to smother you Verizon! Get your arrogant act together!

I too happen to be one of the lucky one's to have a cable company that uses POP and therefore I cannot send any emails or attachments with any OS before 10.1 (which has already addressed and fixed in 10.1).

The problem is with Verizon. Since I had those issues, I have been in contact with BlackBerry's level 2 Support since the beginning of June and I am well aware that Verizon, has had the 10.1 update for a month and a half now and is "still Testing", with no date for its launch in sight and Verizon's Customer Service and Tech Support were given no idea of a ETD (or possibly were told to lie about what they do know).

While BlackBerry's stock keeps dropping and people on the web bashing them every day, Verizon sits back doing nothing and couldn't care less.

BlackBerry is already finishing up 10.2 and Verizon is way behind the curve as usual.

They could have released 10.1 a long time ago, allowed us to benefit from the upgrade and then concentrate on addressing any issues that they find with their network in 10.2 (or 10.1.###).

We would rather have the non-fully-tested version and at least be able to do basic functions, like email, etc., then wait for the perfect release.

That, "we have no additional information regarding an update", is the only answer that I have ever seen by Customer Support. It is like that have a bot that posts canned responses every ten complaints.

kiickit,

Delivering on the newest updates to make your phone run smooth as silk is imperative to us. And we certainly don't want you to leave over these matter. At this time, we have no word on the release but you can check in frequently for news at http://bit.ly/n5snpq . But, that's not to say we can't troubleshoot your e-mail woes. May I ask if other e-mail accounts operate properly on your Z10? And are you able to install your corporate e-mail or are they just not going through? Here to help!

Evan_VZW

Please follow us on twitter @VZWSupport

We don't want to see you or any of our fantastic customer leave because of a software update concern, dingster1. We're still working hard with Blackberry (RIM) to get the latest and greatest software out there for their phones and we'll update http://vz.to/XhdBF1 as soon as it's available. Are you having trouble with your Z10? What's going on? We're here to support you in the meantime.

Jennifer_VZW

Please follow us on twitter @VZWSupport

This is a known issue with any software before 10.1 and there is definitely no fix for it other then getting us the 10.1 (or later) update.

This issue is known to occur with around 7 different Internet providers using POP email. My particular provider is Cablevision.

If Verizon is unaware of this issue, please contact BlackBerry's Technical Support Level 2 to learn more about it and share that information with your software developers so that they can better understand why getting us the 10.1 (or greater) update now is much more important then their need for it to be perfected.

http://www.mobilenapps.com/articles/9067/20130721/verizon-blackberry-z10-now-0-01-amazon.htm

Correct me if I am wrong here, but the only thing BB support needs to do is brand the update with your Network IDs and test the update against your Verizon Applications on your network.

So since you are shipping the BB Q10 with 10.1 which is actively working on your network with applications what more do you need to test...

Honestly there is no excuse at this point as this post says.

So here is my theory on this, I think the BB Z10 isnt doing as great as Verizon had hoped and they put fourth more money than its bringing in. Because of this they are pulling back resources that are devoted to pushing out updates, development and so on. Again I am just basing this off current news on the wire...

http://www.phonesreview.co.uk/2013/07/21/blackberry-z10-price-slashed-again-now-free/

http://www.mobilebloom.com/verizon-blackberry-z10-4g-receives-maximum-retail-price-reduction/2237667/

Again this is a theory, and purely speculation...but from a business standpoint it would make sense (Even if it is bad customer service)... I would love to be proven wrong, but at this point the only way I see me getting 10.1 out of Verizon would be to pay the fee and switch to the BB Q10...(This last line was sarcasm)

Last chance Verizon, update please or lose a customer...Ill wait until the 31st.

randy050

I am about through to. I chatted with one of the chat robots and she was useless with her scripted replies. She said she was researching it but I think she went for a coffee break. The only thing she did say that broke from the script was if I want to I should install a leak. I was out after that and stopped at a company store. Have you ever asked someone a question and you can tell it makes them nervous when they break eye contact and start sounding like an idiot. That is what this "greeter" did. As with chat I insisted that SOMEONE knows what is going on so why the secrecy. And verizon people I ask that to. WHY THE SECRECY???? Someone knows so find out all ready. I have caught your people in so many lies over the years. Is this what you train people to do? If it is your junk apps on the phone that don't work we don't care we just want the update. Now someone call someone who can call someone who can shake the boss out of his golf game at the country club and find out what is going on. And make it the truth this time. I unfortunately have 2 years on the contract or I would be out of here now. We satisfy our end by paying our bills on time. You are not satisfying your end at all.

DEMON_COFFEE

Sorry but I have to call >Profanity removed< on that statement. since as we have all pointed out the Q10 shipped with 10.1 installed all the excuses about functionality are quite hollow. Were there a legal way to switch to a Q10 without the added expense (ie a free exchange option) I would do so today just for the 10.1 functionality. When blackberry had a major foul-up (the great BBM crash ) they at least made it up to BB owners by offering free apps. Will there be any kind of compensation from VZW for Z10 owners because of VZW's (yes VZW because as previously pointed out 10.1 is running on the Q10) delay ? (Answer : Not very likely). As the saying goes...>Saying deleted<

Message was edited by: Verizon Moderator><

Jennifer_VZW,

We aren't asking for bells and whistles and we know how to operate our phones. We just want our BB to work like a BB. that means syncing between our phones to outlook or enterprise email. We use our phone as a tool and we need it to work to help us work. VZW doesn't seam to care if it works for us or not now that they have us locked in. But the longest you can hold us is 2 years, and I have a long memory. I assure you, even though I have been with VZW through several company purchases, I won't be with them after this contract runs out, and if VZW doesn't give more than the occasional lip service to our concerns, my company will buy out or contracts and move to another provider!

There is absolutely no reason VZW can't release 10.1 and then come back with their bloatware in another relase.

GET US THE TOOLS WE NEED TO MAKE THE PHONE WORK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

If VZW would just live up to the contract we have to uphold, you wouldn't have to remove the profanity!

Estimator / Project Manager

Comment has been edited for private information.

BB4LIFE

I can't dial a number from a website. I can't paste a number into the call screen.I can't paste my signature into word substitution as a shortcut without it being all on one line. And no I don't want my signature to be permanently listed in every email! Those are the simple things. GOD forbid if I want to Skpe my kids from my phone when traveling or check my balance at Bank of America.

I work for a fortune 100 company that is a Verizon partner with thousands of VZW lines. I am personally working to completely severe ties with VZW and move our lines another carrier. Not all are BB10 users, but this issue is well beyond the problem of not having the software. It is a matter of simple customer communication and service. The fact that Lowell McAdam can allow these posts to continue without publicly addressing is a sure sign that he just does not care. There have been plenty of suggestions on this post alone on how VZW could address this long delay in software update. I seriously bet if all BB10 users canceled their service (fee or not), that would start to get dear Mr. McAdam's attention.

It's simple...offer an option to move to the Q10 without penalty. That is how you begin to save face here....

Hirotsune

So... this is the update we're suppose to receive:

Verizon Wireless is pleased to announce a software update — 10.1.0.2050 (10.1.0.2014) / Radio

10.1.0.2051 — designed to improve the performance of your BlackBerry® Z10 smartphone.

I really hope that the last four digits are not the year VZW is actually planning to release it.

I find Verizon's lack of support disturbing. For the company that claims to be the best, they are sure sucking it up on support for BlackBerry. I also can't believe that so many people would be willing to change to the Q10 when you obviously wanted a Z10, isn't that why you bought it? I also am a Z10 owner but would not trade it for a Q10. I am running a "leaked" software version an actually getting decent results. I know I am seriously thinking of switching service providers also. I just hope T-Mobile or someone does an offer where they will "buy" me out of my contrack, if that happens I am gone! I said it before and I will say it again, I am a long time Verizon Customer, but your customer service is HORRIBLE. Please contact me Verizon, I would love to talk to you! Unacceptable, SHAME ON YOU VERIZON!

I have no problem trying a Q10, but that is not what I have bought. I bought a Z10, so that it where the problem is and where Verizon needs to focus and fix this problem with their company. Besides, how would switching help you beyond getting 10.1?

There would just be another thread on why Q10 owners can't get 10.2!

Do you really think Version's behavior will suddenly change after you are stuck in another 2 year contract?

Come on guys. Wake up and smell the lack of support...

MZBlues - Trust us, we get the lack of support and see it as plain as day. The comments on switching to the Q10 are just a way of showing the only options for getting to the 10.1 version is if we take action. Which in itself is unacceptable, but a point people want to make to Verizon as an example. It was never mean as a silver bullet answer to the problem, just a tool to making a point.

And Verizon's point is…they don't care!

Forrest

>>Personal information removed<<

Message was edited by: Verizon Moderator

BB4LIFE

You are reading my mind jaffa21. My IT department is already in talks with another carrier about a potential buyout option for our VZW lines that are under contract.

ByronJX

Is the question still unanswered? No one at Verizon knows why Big Red can't get the current phone software to their customers. A big, powerful company can't figure out how to push out what seems to be a simple update? Why is that? Can anyone answer that? Jennifer?

Yes the question is still unanswered. HORRIBLE SUPPORT!