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Not a happy customer

I have been a Verizon and Verizon wireless customer for several years now and have all my phone, internet and TV service with the company. Also, I have a droid x for myself, an iphone for my wife and a xoom tablet. Over the last couple of months, I have had terrible battery issues and reboots with my Droid X. Before Gingerbread, it was the best device I ever owned. Now I have to carry a charger with me everywhere I go. This is after doing a hard reset, reinstalling apps one at a time and everything else that customer service has told me to do. Yesterday, the offered to let me do an early upgrade but they excluded the 4G phones and the iphones (not my first choice anyway). Further, they told me I would have to sign a new two year contract. When I told the rep that I was not happy with that option (why commit myself to another phone for another two years that is already obsolete) he got very combative with me. Basically, he accused me of just wanting to get a new phone. As a loyal Verizon customer, I am very upset by this treatment. If I had the option of upgrading early, I might consider it. If my only option is a selection phones that are not state of the art, I will not be committing myself to a new contract for another two years. Over the years, I have told many of my friends how great the Verizon wireless network is and how much I love the FIOS service. After the snotty treatment from tech support yesterday, I will no longer be referring anyone. I only hope others have had better luck with the support reps that I have had. I want a phone that works, but frankly I think what I was offered was not at all sufficient given the troubles I have had with me device. Given the circumstances, I will limp along with what I have until my contract runs out and then re-evaluate my options.

Comments

If I were you I would call and explain the situation to another rep and the offer and even ask to speak to a manager. Sometimes people have bad days and no matter how good customer service is we all get a bad apple from time to time.

That is just a thought

SteelerFan wrote:
If I were you I would call and explain the situation to another rep and the offer and even ask to speak to a manager. Sometimes people have bad days and no matter how good customer service is we all get a bad apple from time to time.

That is just a thought

I agree, you may have just got a CS that had a bad day.... NOT saying that is acceptible but just saying we all have thise days...

Also have yu tried installing System Panel and ran it on your device for a few days to see ig it helps you isolate a possible stray app that is causing your issues? https://market.android.com/details?id=nextapp.systempanel&feature=search_result

I haven't tried that, but I will give it a shot.

I am so frustrated with verizon wireless. I still can't get over the fact that they wanted me to buy one of their old phones with a new two year contract. It's almost enough to make me want to just wait out my contract and take my business elsewhere.

mjschmitt wrote:
I haven't tried that, but I will give it a shot.

I am so frustrated with verizon wireless. I still can't get over the fact that they wanted me to buy one of their old phones with a new two year contract. It's almost enough to make me want to just wait out my contract and take my business elsewhere.

I understand but I really dont think your experiance will be any better else where, if you have been happy until now you may want to think it out and not jump the gun... Check out Sprints new policies...

I don't get the "unfair to new customers" comment. What in the world does your account have to do with other customers?

More likely than anything, and what the first CSR insinuated, they think you are trying to finagle your way into a top of the line phone via early upgrade.

You aren't and even if you were (and no doubt people do) what's the big deal with VZW doing it to keep a loyal customer happy?

But, that's looking at it from a customer's standpoint. The bean counters see it differently.

droidsw wrote:
You aren't and even if you were (and no doubt people do) what's the big deal with VZW doing it to keep a loyal customer happy?

But, that's looking at it from a customer's standpoint. The bean counters see it differently.

Verizon is a service provider, being a loyal just means you are less likely to leave

The big deal everytime someone upgrades early, lets say 3 months, verizon loses that 3 months of service over an issue with a device that is a manufactuers problem.. from what I understand verizon doesn't make much if anything on the phone itself, they count on the contract and life of service to help suppliment the cost

I got my iphone in feb, does that mean next year if the iphone 5 comes out I should now be able to get that phone too?

Elitist_Jerk wrote:
droidsw wrote:
You aren't and even if you were (and no doubt people do) what's the big deal with VZW doing it to keep a loyal customer happy?

But, that's looking at it from a customer's standpoint. The bean counters see it differently.

Verizon is a service provider, being a loyal just means you are less likely to leave

The big deal everytime someone upgrades early, lets say 3 months, verizon loses that 3 months of service over an issue with a device that is a manufactuers problem.. from what I understand verizon doesn't make much if anything on the phone itself, they count on the contract and life of service to help suppliment the cost

I got my iphone in feb, does that mean next year if the iphone 5 comes out I should now be able to get that phone too?

You are contradicting yourself. If Verizon "doesn't make much on the phone", then why not give the upgrade? Why NOT give you an iphone 5 when it comes out?

On the other hand, if the customer (the OP) doesn't think they were given a fair shake (reasonably, or not) and they leave, then Verizon loses that customer and that revenue from the contract and contract renewal.

Yes, people do manipulate the system to get upgrades they don't "deserve". This is not that type of circumstance.

"Loyal" often means that there has been no reason to leave.

Do I think the OP should have been offered a 4G phone?

I have to think about that one.

It would have been a nice jesture, though.

In fact, I would have been surprised if they had, because companies simply don't care about the consumer as long as the bill is paid. That is a fact.

And, I mean "companies" in general. Customer service isn't what it once was. Yadda yadda.

droidsw wrote:
Elitist_Jerk wrote:
droidsw wrote:
You aren't and even if you were (and no doubt people do) what's the big deal with VZW doing it to keep a loyal customer happy?

But, that's looking at it from a customer's standpoint. The bean counters see it differently.

Verizon is a service provider, being a loyal just means you are less likely to leave

The big deal everytime someone upgrades early, lets say 3 months, verizon loses that 3 months of service over an issue with a device that is a manufactuers problem.. from what I understand verizon doesn't make much if anything on the phone itself, they count on the contract and life of service to help supplement the cost

I got my iphone in feb, does that mean next year if the iphone 5 comes out I should now be able to get that phone too?
You are contradicting yourself. If Verizon "doesn't make much on the phone", then why not give the upgrade? Why NOT give you an iphone 5 when it comes out?

On the other hand, if the customer (the OP) doesn't think they were given a fair shake (reasonably, or not) and they leave, then Verizon loses that customer and that revenue from the contract and contract renewal.

Yes, people do manipulate the system to get upgrades they don't "deserve". This is not that type of circumstance.

"Loyal" often means that there has been no reason to leave.

Do I think the OP should have been offered a 4G phone?

No.

In fact, I would have been surprised if they had, because companies simply don't care about the consumer as long as the bill is paid. That is a fact.

If I upgrade with a 2 year contract 6 months early, that is 6 months of service that I am getting out of without paying.

The reason we have contracts is to subsidize the price of the phones. Being able to upgrade whenever you feel like would ruin the business, and doesn't really add much value to it.. Its not a contradiction, you aren't comparing the same things.

Ok, I am not following.

If you upgrade "with a 2 year contract 6 months early", you are STILL with Verizon, STILL paying Verizon. How did you "get out of paying"?

Not arguing this rather mundane point. Just not following your point.

droidsw wrote:
Ok, I am not following.

If you upgrade "with a 2 year contract 6 months early", you are STILL with Verizon, STILL paying Verizon. How did you "get out of paying"?

Not arguing this rather mundane point. Just not following your point.

I understand what is meant, basically when they renew the contract early it is from you renewal date not your original end contract date, which means that Verizon lost 6 months of your contract obligation..

Thanks wildman.

So, theoretically, the customer might benefit from the early upgraded phone and then walk when their contract is up IF they didn't sign a new 2 year contract.

But, if like the OP was offered, the customer does sign a new contract; THEN, all this hemming and hawing over this mystical lost 6 months of revenue is a mute point. The customer went no where. NO revenue was lost.

I will jump in here despite my better judgement.

Verizon has determined the 20 month point of a 2yr contract as the upgrade date. When you say 6 months early, do you mean the 18 month point of a 2yr contract, or the 14 month point of a yr contract? Just wondering, as it hasn't been clear.

As to upgrading early, if they do allow that, then yes they are leaving open the possibility of losing that many months of revenue.

If you sign a contract in Jan 2011 and upgrade early(with discount), not because your phone is broken, but just because you want the latest and greatest in March of 2012, then you will have a total time under contract of 14 months(from original contract) + 24 months of 2nd contract = 38 months.

If you wait until your upgrade date of September of 2012, then you will have a total time under contract of 20 months(from original contract) + 24 months of 2nd contract = 44 months.

By allowing this early upgrade, then Verizon is losing a total of 6 months of a contracted service which in my case would be ~$1200.

Verizon has to balance this possible(because I can leave at the end of the contract term if I so choose) loss with the possible(because I could also leave if the early upgrade is not given) loss of a customer if the early upgrade is not given. They also have to balance the possible loss of additional customers that get bent out of shape when Verizon starts giving early upgrades to some people but don't receive one themselves.

You have to take into account that these are ALL possible losses of revenue. I personally think that the practice of not giving early upgrades at all until you reach the 20 month point of your 2yr contract makes the most sense. By making 1 person happy by giving an early upgrade(whether really needed or just wanted) has the side effect of making 1000 people mad by not receiving the same early upgrade(whether really needed or just wanted). I personally think that it is better in this case for Verizon to keep the MOST people, if not happy, then at least not mad.

The 6 months on "the back end" of the contract. That makes sense. Still a mute point if the OP, or any customer becomes disenchanted and leaves altogether.

I will chime in with my feelings. I am 13 months in and if I were that unhappy with DroidX and wanted a 4G phone say mine was very problematic. I would be willing to pay something for the upgrade to a 4G phone with the extension of the contract or new 2 yr agreement.. Maybe $200 or so if I wanted a Bionic which I do :smileyhappy:

I would not expect a 4G phone without paying something. I don't know what number makes sense but I would expect to pay something and would.

Just my thoughts

SteelerFan wrote:
I will chime in with my feelings. I am 13 months in and if I were that unhappy with DroidX and wanted a 4G phone say mine was very problematic. I would be willing to pay something for the upgrade to a 4G phone with the extension of the contract or new 2 yr agreement.. Maybe $200 or so if I wanted a Bionic which I do

I would not expect a 4G phone without paying something. I don't know what number makes sense but I would expect to pay something and would.

Just my thoughts
Spoiler

And all Verizon customers are able to do just that by paying full retail for the phone. By doing this, though, you are not extending your contract and will still be eligible for a discounted upgrade on your original upgrade date.

And full price on a Bionis for instance is $600 and not realistic.

Just out of curiosity, are you using Zedge?

My wife's Droid X was updated and her battery took a beating. I wiped the phone back to factory settings, no issues from then on.

I just upgraded to the Bionic and battery was awesome after the 3rd full charge or so. Got home at 10:00PM with about 2/3 battery.

Then, it hit me...like a freight train. I was fiddling with wallpapers and I downloaded Zedge. I put on a wallpaper from Zedge. Next thing I know, I set my phone down to eat, come back 15 minutes later and my screen is still lit up and I manually locked my screen. At 11:00PM my battery died.

Recap: 10-12 hours to deplete 1/3 of my battery. Added Zedge. 1 hour to deplete 2/3 of my battery. Do the math lol

The only common thread I see in my store with almost everyone I see that's having battery issues on Gingerbread is most of them are using 3rd party wallpaper apps such as Zedge. Maybe an issue there worth looking into?

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