Help with Updates

My son has a Droid Inc2 and has had multiple problems with updates. They always happen overnight and he gets a message telling him to do a battery pull to avoid further messages regarding the update. Each time we eventually have to do a hard reset so that we can restore the service to the phone. This has been happening for quite sometime now starting back in early August.

The current software running is 3.02.605.1. My wife messaged a VZW Support Rep on Twitter about it and was told it was an old software version and to keep trying to pull the update. We have stopped trying since having to do a reset this weekend. This is really aggravating and I need to know what we should do. Right now if you check for software update it acts like it's checking but then does nothing more. Then in a couple days the phone will try to update overnight.

Someone please tell me what needs to be done. I have looked thru the oter posts and couldn't find what I needed and got tired of looking at all the pages of posts regarding the updates.

Thx!

Accepted answers

2tonpickup

Well my wife got on Twitter and got a response for help...

All comments

2tonpickup

WHAT DOES IT TAKE TO GET SOME HELP?

I sent a message yesterday and haven't gotten anywhere. I don't have time to sit on the phone with tech support when I don't have my son's phone right now. I don't have time to drive 20 miles roundtrip just to go to the VZW store for help...although they are far more responsive. Aren't these forums for customers to get help? The only ones getting help today seem to be people interested in the iphone and it's shipping date. I could let my wife message someone on Twitter but that is tiresome no more than you can put in the message. I have a problem with my son's DINC2 and today started having issues with my Droid X. I'm not starting on the Droid X until someone can help me with the DINC2.

rcschnoor

This is a customer to customer forum. Unless someone else has your specific problem and has gotten a fix for it, you may not get an answer to your satisfaction.

Although you may not have the time, calling customer service *611 and asking for help just MAY be your best solution.

I personally do not have an answer for you.

As to all of the posts for the iPhone, they really aren't helping each other. They are just making themselves feel better about their purchase. Letting someone know when they received their confirmation, credit card charged, shipping notice, etc... doesn't really help anyone, but it does make the poster feel more special.

2tonpickup

I know VzW Employees do step in and respond to issues on the forum because I've seen a few of them plus the employees on Twiiter (@VZWSupport) stated we could come to the fourm for assistance. My wife has sat on the phone with tech support once before regarding this issue. I may not be a regular contributor out here but I know that VZW can help but it only appears that help is given when people get really ugly. And it shouldn't be that way!

2tonpickup

Well my wife got on Twitter and got a response for help...

Ringah

I have had some experience with faulty phones and have spent great lengths of time on the phone with tech support so I can understand how you feel. In my personal experience factory resets are usually the last resort to fix phone problems. If you have done mulitple of these and the problem is still unresolved most likely you have a defective phone and it would need to be replaced under warranty. However, to do that you would need to call defective equipment 866-406-5154 and they may try some troubleshooting, or may not if you describe the situatio as you have here. Either way I am confident this is the option that will yield the best, and fastest results.

Good luck to you.

rcschnoor

2tonpickup wrote:
I know VzW Employees do step in and respond to issues on the forum ...

But this is normally after several days during which time other customers have tried their hand. You gave it about a day.

AntonioC_VZW

Hi 2tonpickup,

I understand your concerns regarding your son's phone. We also value your time and have different processes in place to troubleshoot any issues with your phones. Please keep in mind that this is a peer to peer forum and while our Social Media Team monitors these forums the best way to get assistance troubleshooting a device is to call us at 800-922-0204 from a different phone and have the faulty device fully charged and available when calling.

Your device includes a one year manufacturer's warranty and we'll be happy to replace it with a Certified Like New unit of the same model if we are unable to resolve your concerns and phone is under warranty. Please visit this LINK for replacement process details.

MostlyALurker

AntonioC_VZW wrote:
Hi 2tonpickup,

I understand your concerns regarding your son's phone. We also value your time and have different processes in place to troubleshoot any issues with your phones. Please keep in mind that this is a peer to peer forum and while our Social Media Team monitors these forums the best way to get assistance troubleshooting a device is to call us at 800-922-0204 from a different phone and have the faulty device fully charged and available when calling.

Your device includes a one year manufacturer's warranty and we'll be happy to replace it with a Certified Like New unit of the same model if we are unable to resolve your concerns and phone is under warranty. Please visit this LINK for replacement process details.

To the original poster: Please keep in mind that the Verizon employees are moderators, meaning that they mostly make sure we abide by the rules and regulations of the forums. While they do chime in occationally to help, your best bet is really to call tech support first or to go into a Verizon store.

2tonpickup

Not sure why anyone is still looking at this issue...obviously no one is reading previous posts or you would notice that I had posted that my wife went on Twitter on the 11th and got help with it right then. We have already received a replacement.

Thank you!

MostlyALurker

2tonpickup wrote:
Not sure why anyone is still looking at this issue...obviously no one is reading previous posts or you would notice that I had posted that my wife went on Twitter on the 11th and got help with it right then. We have already received a replacement.
Thank you!

Please mark as "solved" then.

2tonpickup

To: AntonioC_VZWSupport

Have you taken a real good look out on this PEER TO PEER forum? If you have, you would have noticed a lot of very angry people. We have always received nothing but the best customer service from calling in, going into the stores and most recently by going on Twitter. However, in looking at some of the responses going out from some of the highest level contributors, they are somewhat condescending and belittling to other customers who may not be at the same tech level or maybe just don't show off enough out here on the forum. But we check this forum for resolutions before calling or going to the stores to save us time and to allow VZW employees to handle issues that are really problems that the customer can't resolve. The problem is your so called contributors for peer to peer assistance are doing nothing but making VZW look bad. If you don't believe me, go thru and do some random reading of messages regarding the Droid X and GB update. There was one such post that I really felt sorry for the customer that originally posted for assistance because if I remember correctly, 3 of your contributors ended up berating him and all but calling him stupid. My suggestion, get control of your contributors before they cause business issues for VZW. The only thing you see out here is complaints. This didn't start out as a complaint but a request for help without having to sit on the phone or go into a store. I'm a high school football coach and this time of year doesn't have spare time. My wife is unemployed so we can't waste money on gas for unnecessary trips to the closest store with tech reps, plus she has online courses she needs to get completed. I would think an online forum would be a way for VZW to save their customers some time and make things a little less complicated. Twitter is fine but you have message limits unless you DM specific information. So Twitter becomes tiresome with the short messages back and forth. It's a nice idea but not a real solution.

Thank you to VZW employees for the help that is always given in a very courteous manner! True customer service is defined by a company and it's employees who think not of their profit margin but of taking that extra time to assist. Unfortunately, there are those few things that every company can improve on...this forum would be my first suggestion!