VZW - No excuses left

[bb10qnx]

Hi,

Well, there should remain no more excuses for not releasing an up to date Blackberry OS release for the Z10, as the Q10 we received yesterday is running on 10.1+ right out of the box.

What is the delay? We're already heading into 10.2 and VZW Z10's are still not even running any version of 10.1 - no excuse.

Why not begin to permit Blackberry to OTA their OS updates to their users like Apple?

[vzw_customer_support]

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

[bb10qnx]

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.

[mzblues]

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...

[Gunruner]

It's been another month waiting for an update that every other carrier has already provided their customers with.  How can Verizon defend their lack of support?  The Q10 is being shipped from Verizon with OS10.1 installed and I can't sync Outlook and my Z10 because of the lack of update.

Wake up Verizon, your customers have waited long enough!!!!!

[Hirotsune]

"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" 7/13/13             Really JenniferH? Are you being Facetious or just copy and pasting from a script? I think that most of us know how to work our phones and we know when there's an issue with an missing OS update.

"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"  7/13/13  Lena please.... VZW is the ONLY company in the entire world that hasn't released this update. Please do not insult our intelligence by stating that VZW is still testing it. Even if it's the party line and what you've been told to give as a statement, you chose to type it. Just say you don't know like everyone else. 

"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" 7/16/13  Yale, Please explain how VZW can restore any of our confidence in the company if none of you can give us a quality explanation for the update delay?

"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" 7/21/13   Evan, by the time VZW releases this update it will not be the "newest" so obviously it's not THAT imperative to you. As for the VZW News Center... Not much News on there about anything really. As for the e-mail, please see my comment to JenniferH at the top.

"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" 7/21/13 Jennifer, C'mon seriously? How can you say that you're working "hard" with BB? And, why would you give us a link to a page saying the the software update is "COMING SOON!"  Soon has come and gone. I understand that your job is to help when we have an issue and most of the time VZW support does an adequate job doing this. However, this is definitely an outdated software issue that we're all having. Smiles and hugs will not help.

Please VZW support staff. Do not reply to these comments if you don't have any firm answers as to when we'll be receiving the most recent update or a good explanation as to why it hasn't been released to us yet. I've been a loyal customer with VZW since 1994 and this is really the first time that I've felt absolutely betrayed by the company . I feel that we're not being told the whole truth and I no longer trust VZW.  Please release the new update. I honestly want to stay with VZW but this is trying my patience.

[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....

[Gunruner]

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.

[PDragonST]

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?

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

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

[jaffa21]

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.

[vzw_customer_support]

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

[PDragonST]

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.

[jaffa21]

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.

[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.

[bb10qnx]

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

[mzblues]

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.

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

>>Profanity removed<<

Message was edited by: Verizon Moderator

[PDragonST]

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