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Droid Replaced 3 times

I am on my 3rd Droid & I'm having the same issues that I've had with my previous Droids. I was assured that when they sent me this replacement if I had any problems with it they would replace it with a different cell. I just got off the phone with Verizon & was told that they would only send me the exact same Droid as a replacement unless I wanted to purchase a Pre-owned phone at a discounted price. I'm so frustrated right now - I just need a phone that will work all the time.

The problems that I'm having are:

Phone freezes up

Won't hold a charge

Sends text messages to the wrong people

Touch screen stops working when I'm texting

Any ideas what I can do? I've already done the hard reset a few times & taken the battery off several times, deleted apps, etc.

Comments

TBhouston

Have you tried a different battery?

Formatting your sd card/replacing it?

Sadly that droid1 does seem to have a lot of common problems. Did you do any master resets, sometimes setting it to factory standards will really help.

Bkatebird08

I have the same issues and no matter what they give me the same phone! Absolutely frustrating and unacceptable! I am even on a government account and been with verizon less then a year! I've had 3 replacements and counting as well.... I don't l ike Verizons customer services or so called "solutions"

momx3drr

I've done the master reset so many times & it works fine for a little while but then it starts having the exact same problems as before. I've called customer service & was told that they could send me the same phone even though I was told that if this phone started having problems, they would send me a different phone. Apparantly my warranty only allows for them to send me the same piece of junk phone. I'm seriously thinking about using my husband's upgrade to get a new cell but to be honest, I have no idea which cell would be better.

Any suggestions?

Droiduser68

Don't give up, it just takes a while to get someone to listen to you. Yesterday morning I unpacked my fourth replacement DROID from the FedEx shipping box and on the very first phone call it malfunctioned. Of course it was a refurbished unit.

I called my local Verizon store and while they've always been wonderful, the only thing they could do was offer to send a fifth refurbished handset to me. I called Verizon to discuss other options since I was not confident that another of the same thing would really fix anything.

Here's what I think is the key: Don't let your call be transferred to technical support! As best you can, stay on the line with Customer Service. In my experiences--

Customer Service Representative staff: caring, attentive, polite. Solution oriented

Technical Service staff: argumentative, dismissive. Blame oriented.

My phone call yesterday to John in technical support was a nightmare. He scolded me for being ungrateful that I got a $700 retail phone for $99 when I began my contract. He lectured me using ridiculous analogies like purchasing a new car and such. He insulted me by pointedly refusing to acknowledge that there may, in fact, be a problem with the equipment; suggesting instead I didn't understand how to use it or was intentionally causing the issue. He talked over me, explaining in detail the steps involved in Verizon's quality control process and how they only send out "like-new" equipment, even after I said I didn't care to hear about all that. He ignored for 25 minutes my repeated requests to speak to a supervisor. He actually stated it didn't matter that I'd carried Verizon service uninterrupted since 1998 replying "Well I've worked for Verizon for a number of years." and then telling me it was "not any business of yours" when I asked him how long he has worked for Verizon. After 45 minutes of listening to this jerk and not losing my temper I finally cracked and used a single bad word, my actual sentence was: "You just cut me off [again, while I was talking]. You don't have to care but you do need to be ******* polite." At that point the he hung up on me, I shouldn't have cursed and I don't blame him for ending the call. I do blame him, however, for the 45 minutes of useless garbage he gave me before that point.

I was more stunned than angry and called back immediately while I felt I could still be level-headed. I spoke to Tanya in Customer Service and in less than five minutes she suggested an option that, while it wasn't exactly what I was hoping for, was fair. And more than that, she listened and understood that I was simply frustrated to have four phones not work as expected.

This isn't the first time I've called Verizon in the twelve years I've been a customer but I only realized yesterday that I'm consistently disappointed when I deal with Technical Support and generally pleased after dealing with Customer Service.

I'm going to stay a Verizon customer, I'm still glad to have them as my brand and I don't think changing carriers will mean I'll never have to deal with lousy employees again. Keep trying and if you feel the person you're talking to isn't listening ask to speak to someone who will listen. A contract works two ways not just one and if you've done what you're supposed to do, it's not unreasonable to expect the same of the other party. Good luck, maybe on your next call instead of a "John in technical service" you'll get to talk to a "Tanya in customer service."

tgmeeks

Same exact thing has happened to us....My droid replaced three times, my husband's replaced three times. and now my daughters brand new Droid global repalced twice....You would think we would have learned. I have spent hours on the phone or at the store and nothing seems to be resolved.

ArnettH_VZW

I’m so sorry to hear that you are having issues with your device. Are the issues noted above repeating themselves on the replacement devices as well? May I ask what software version are you running?

Thank you.

Jax_Omen

I think the tech support agents are just jaded because most people with android problems are PEBPAC (Problem Exists Between Phone And Chair). Not saying your problems aren't legit, I have no idea, but most people's problems are directly caused by things they've done, or from lack of understanding. Tech agents get worn down dealing with people like that all day every day, and unlike CS agents, they DON'T get the happy callers to counteract it. So don't be TOO hard on them, but yeah, if your problem *can* be resolved by CS, for your sake, don't escalate to tech. If CS can't do it, gotta tolerate the cranky techs, unfortunately.

Jeaninlvnv

New 3 wk old Droid 3 & having text message problems & also frequently turns itself on. Text is garbled (missing 50% of words, added spaces, noise) to LG & Blackberry phones -- intermittently - usually in the evenings. It is repeatable - once a garbled message is received, all from that time on are garbled. Have worked extensively with tech support & they appear to be baffled. Trouble ticket written - result - you have a text problem!! That was a "duh"......No solution offered except to change to another Droid phone or pay to upgrade to different phone. Just paid plenty for this phone!! Very frustrated with VZW & have been happy customer for many years including UM175 Broadband that works great. Maybe time to go back to AT&T & give them a chance.......

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