Not a happy customer

[mjschmitt]

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.

[SteelerFan]

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

[Wildman]

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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

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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

[mjschmitt]

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.

[Wildman]

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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.

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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...

[keiffers]

can't say that it is all because of a CS that had a bad day.....I've found that VZW cust care lately leaves ALOT to be desired. Before I went to AT&T to get an iPhone 3GS, VZW cust care kicked butt - they took care of you, they bent over backwards to please their customers. A year later when I got tired of the 3GS and came back to get a Droid X, you could tell there was a big difference in the service. Almost as if they didn't care anymore. They would do the bare minimum to resolve things but they weren't going to kiss your {word filter avoidance} anymore....if you left then so be it.....kind of a cruddy attitude, but that's just an observation from someone who has used Verizon since the late 90s then left for a bit and returned.

[mjschmitt]

I called back CS and told them that I wasn't happy with their offer to upgrade early to one of their older phones.  I told them that I the only way I would upgrade now is if I had the option to pick any phone I wanted.  They told me that that would be unfair to all the new customers that have been waiting for their iphones or bionics.  What I joke.  So verizon is basically telling us that they don't give a hoot about existing long term customers.  I couldn't even tell them what I thought about that comment.  

[Elitist_Jerk]

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mjschmitt wrote:

I called back CS and told them that I wasn't happy with their offer to upgrade early to one of their older phones.  I told them that I the only way I would upgrade now is if I had the option to pick any phone I wanted.  They told me that that would be unfair to all the new customers that have been waiting for their iphones or bionics.  What I joke.  So verizon is basically telling us that they don't give a hoot about existing long term customers.  I couldn't even tell them what I thought about that comment.  

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You agreed to a 2 year term.. If you upgrade say 4 months early Verizon loses those 4 months of revenue.

People are going to buy 4g phones, and iphones those phones will sell no matter what. Giving you an option of another device  early is a way to get rid of older phones (still great devices, droid x2 etc) but still give you an option outside of your warranty.

Have you contacted Motorola at all?

How long are you getting on a standard charge? did you update all your apps, are the apps even up to date to work on GB yet, have you formatted your sd card?

Do a FR and don't add a google account, use your phone as a phone for a day and see how great your battery life is. The problem with applications is the developers aren't always quick to update their software to the new OS..

America has everything so backwards, we expect the service provider to handle pretty much all aspects of the device. When I was in Italy and if you aren't having a service problem (like make/receive calls) they get you over to the people responsible

Since Verizon doesn't do that (and i don't think any Us carrier really does) everyone feels like verizon is to blame when its usually out of their control for the most part

[mjschmitt]

I did everything tech support has suggested including a hard reset.  I even bought an extended battery.  Despite all that, I end up charging it twice per day if I use it much at all.  

As for the early upgrade, they made the offer to me.  It's probably their way of trying to dump some of their old stock.  Even at that I wouldn't be opposed if I didn't have to sign another contract.  Further, I refuse to take one of their warranty replacements.  Looks like I am at a dead end with this until my contract run out.  

[curtterp]

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mjschmitt wrote:

I did everything tech support has suggested including a hard reset.  I even bought an extended battery.  Despite all that, I end up charging it twice per day if I use it much at all.  

As for the early upgrade, they made the offer to me.  It's probably their way of trying to dump some of their old stock.  Even at that I wouldn't be opposed if I didn't have to sign another contract.  Further, I refuse to take one of their warranty replacements.  Looks like I am at a dead end with this until my contract run out.  

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At this point, your at a dead end on your choice. by refusing a warranty replacement of the phone. It doesn't matter how long you have been a customer.

[Wildman]

Another thing to consider if you wait to long to make a decision you may find yourself in a situation that the offers that is being placed in the table may be pulled...  It appears your options have been laird out to you and you have to make the decision because all me can do is give suggestions but it is your money and decision.

I understand why you do not want to renew contract for a older technology but this is what they are offering and if this isn't acceptable for you you can easily just get the replacement and wait until you will be available for a 4G device with your upgrade..

Since the upgrade will be a early upgrade this is what happens, you have to follow their rules for the upgrade or dont upgrade.

I feel your pain but I also see where Verizon is coming from also..  Its in your lap..

[AntonioC_VZW]

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mjschmitt wrote:

I did everything tech support has suggested including a hard reset.  I even bought an extended battery.  Despite all that, I end up charging it twice per day if I use it much at all.  

As for the early upgrade, they made the offer to me.  It's probably their way of trying to dump some of their old stock.  Even at that I wouldn't be opposed if I didn't have to sign another contract.  Further, I refuse to take one of their warranty replacements.  Looks like I am at a dead end with this until my contract run out.  

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Hi mjschmitt,

I understand your discontent. It must be frustrating that none of the options presented to you meet your expectations. Please be assured that we'll do every thing possible resolve your concerns within the scope of your device's manufacturer's warranty and our upgrade policies in place. Lamentably we cannot always present you with the option of your choice.

Your post outlines your option for an early upgrade (which you do not want) and your refusal to get a Certified Like New Replacement of same model. I would like to point out that you may qualify for another replacement option and you could get a different model phone at a discounted price without any extension to your contract. For details please visit this LINK.

[droidsw]

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.

[Elitist_Jerk]

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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.

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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?

[droidsw]

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Elitist_Jerk wrote:

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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.

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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?

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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.

[Elitist_Jerk]

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droidsw wrote:

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Elitist_Jerk wrote:

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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.

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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?

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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.

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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.

[droidsw]

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.

[Wildman]

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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.

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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..

[rcschnoor]

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.

[droidsw]

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.

[droidsw]

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.