Do not let tech support replace your Thunderbolt.

GreenRobot · ‎05-25-2011

We all know the issues we are having from data connections, sms, mms, rebooting, ect. I'm on my 3rd replacement device and I wish I kept my original one. Not one of the refurbished Thunderbolts, new sim cards, or the 6 master resets I've been told to perform have done anything except clear up an issue for a week or so. In fact the refurbished phones have given me more issues and heart ache then my original purchase. Unless you have tried a master reset and ran your thunderbolt with minimal apps on it for a week or more but still have a problem you can't deal with do not get a refurbished Thunderbolt. I am sick to my stomach that everytime I open the box and start setting up a refurb device and I already feel like it's used garbage. Either the battery cover doesn't fit right, screen isn't lined up properly, or something falls off because it was glued back on or with in a few days it's doing exactly the same **bleep** that the last devices did. My advise is to stick with your original Thunderbolt and keep plugging tech support with your issues.

I have friends that work in the tech support center they both agree that the process to diagnosis your device is always going to be the same.

1. Remove battery

2. Master reset

3. Replace device

Tech support never gets to actually touch or perform tests on the devices they are telling you to do these 3 steps on. They operate off the data base that Verizon provides them. They have only been trained on how to operate the system and deal with customers complaints. When you send in your old device it goes to processing center the person processing it has no idea what was wrong with it they just inspect clear data perform tests maybe install a few new parts at random then box it up and ship it out to the next person complaining about their Thunderbolt and in my experience they haven't fix any of my problems. They'll repeat this process either till you get lucky enough to be satisfied or get 3 replacements in 90 then complain enough that they will replace your thunderbolt with a comparable device.

Good Luck

TBhouston · ‎05-25-2011

GreenRobot wrote:
We all know the issues we are having from data connections, sms, mms, rebooting, ect.

I have friends that work in the tech support center they both agree that the process to diagnosis your device is always going to be the same.
1. Remove battery
2. Master reset
3. Replace device
Tech support never gets to actually touch or perform tests on the devices they are telling you to do these 3 steps on. They operate off the data base that Verizon provides them. They have only been trained on how to operate the system and deal with customers complaints. When you send in your old device it goes to processing center the person processing it has no idea what was wrong with it they just inspect clear data perform tests maybe install a few new parts at random then box it up and ship it out to the next person complaining about their Thunderbolt and in my experience they haven't fix any of my problems. They'll repeat this process either till you get lucky enough to be satisfied or get 3 replacements in 90 then complain enough that they will replace your thunderbolt with a comparable device.

Good Luck

What kind of applications do you have? It sounds like something isn't playing nice with your phone.

I've had very minor issues with my thunderbolt, but I always make sure to read reviews before downloading any apps.

Removing the battery makes sure there aren't any programs running in the back around casuing errors, when you start your phone back up it will OTA and reconnect to the network. Simple thing does a lot

Master reset- Makes sure all rogue applications on the device have been removed. The android platform is open source which means a lot of people that have no clue what they are doing are making apps. And not every app works on every phone. The more apps you use the better chance you run of one or two of them not working correctly with each other.

Now I'm not saying don't download apps, duh I mean I have about 45 on my phone.. I'm just saying be careful of what you download, and you would be really suprised what is out there.

Replacing the device is the last step, sometimes technology just goes out or has defects. People seem to forget these are mini labtops that they bring with them 6-7 days a week everywhere. In this pocket, on that desk, etc etc. Phones are the most used item no one wants to pay for.

GreenRobot · ‎05-25-2011

What kind of applications do you have? It sounds like something isn't playing nice with your phone.
Doesn't matter what apps, The Thunderbolts I'm getting I will run with minimum stuff like adobe and Google apps just to see if it will mess up and I still will have issues with the replacement devices.

I've had very minor issues with my thunderbolt, but I always make sure to read reviews before downloading any apps.

I agree that my Thunderbolt had minor issues then I got the first replacement and a second then a third all because they each had an issue and most are worse than the original issues I had. Now I have a TB that has been disassembled by who knows who it's not as nice as my original and I have the same if not worse problems.

Removing the battery makes sure there aren't any programs running in the back around causing errors, when you start your phone back up it will OTA and reconnect to the network. Simple thing does a lot
Master reset- Makes sure all rogue applications on the device have been removed. The Android platform is open source which means a lot of people that have no clue what they are doing are making apps. And not every app works on every phone. The more apps you use the better chance you run of one or two of them not working correctly with each other.

Thanks for the info and at this point that supports what I'm saying. Do not let tech support replace you Thunderbolt just keep pulling the battery and master resetting your Thunderbolt till they come out with an actual fix because the refubs are garbage like used car with fresh paint and a bad motor.

Now I'm not saying don't download apps, duh I mean I have about 45 on my phone.. I'm just saying be careful of what you
download, and you would be really surprised what is out there.

Replacing the device is the last step, sometimes technology just goes out or has defects. People seem to forget these are mini labtops that they bring with them 6-7 days a week everywhere. In this pocket, on that desk, etc etc. Phones are the most used item no one wants to pay for.

I am comparing my Thunderbolt to my previous two Androids. The OG Droid I still have has never been replaced never worried about apps causing problems rarely ever restarted or needed restarted and never did a master reset. Not mention now it runs cyanogen has seen the bottom a bucket full of water and still works great to this day. Same Google account same apps ( minus rom manager, and some other root access reqd apps ) on my Droid X had that almost a year before I sold it to get the Thunderbolt and the Droid X had less issues in a whole year than my Thunderbolt has had in 2 months. Also never had to get a replacement Droid X.

I am only saying that if you are talking to tech support and they want to send you a used Thunderbolt to replace your original one think twice because chances are it's going to have the same problems if not worse. They are not fixing these phones only clearing them replacing the same hardware with the same replacement parts and sending them back out to you. The only real fix is going to come in the form of an update or updated hardware. Just reboot reset and deal with or fight for a different device all together.

batonrouge · ‎05-26-2011

I unfortunately just got off the phone with tech support and replacement phone is on the way same issues. Rebooting and dropping internet connection. I'll report here the results of the replacement. And I know...I went though this with the Sprint htc EVO4G already. I was sent 5 replacement phones before getting a good one.

GreenRobot · ‎05-26-2011

batonrouge wrote:
I unfortunately just got off the phone with tech support and replacement phone is on the way same issues. Rebooting and dropping internet connection. I'll report here the results of the replacement. And I know...I went though this with the Sprint htc EVO4G already. I was sent 5 replacement phones before getting a good one.

I recommend you inspect it for cosmetic issues like poor battery door fitment, lower button illumination ( check in a dark room ), trim aligned and secure, then activate and wait a week for the usual issues to crop up. I just master rested the one I got on the 18th for it rebooting I'm also trying a brand new Gmail account so no settings from my moto droids are getting carried over. The new Gmail is just an idea I'm playing with and curious to see if it makes any difference since VZW points the finger at third party apps and rouge settings causing issues I figure this removes that from the equation.

vereyezuhn · ‎05-26-2011

GreenRobot wrote:
batonrouge wrote:
I unfortunately just got off the phone with tech support and replacement phone is on the way same issues. Rebooting and dropping internet connection. I'll report here the results of the replacement. And I know...I went though this with the Sprint htc EVO4G already. I was sent 5 replacement phones before getting a good one.
I recommend you inspect it for cosmetic issues like poor battery door fitment, lower button illumination ( check in a dark room ), trim aligned and secure, then activate and wait a week for the usual issues to crop up. I just master rested the one I got on the 18th for it rebooting I'm also trying a brand new Gmail account so no settings from my moto droids are getting carried over. The new Gmail is just an idea I'm playing with and curious to see if it makes any difference since VZW points the finger at third party apps and rouge settings causing issues I figure this removes that from the equation.

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

GreenRobot · ‎05-26-2011

vereyezuhn wrote:
You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

I said wait a week because it seems like when you unbox a new / replacement it takes a day or so before you get everything back to the way you like it then really start using the device. I also say that because I didn't start noticing reboots on #3 till after about 3-5 days. No the symptoms are always a little different and how long it takes for the to creep up is not the same. You say don't download ANY apps not even the ones from Google Inc. or adobe.. Those are like the two major reasons to buy an Android so if one of those apps is causing the Thunderbolt with Google to have these issues then then it would still be a problem with the device since it can't run apps it was designed to run. I to had a DX and had Gmail app installed plus had my Microsoft outlook email and a yahoo email synced without any issues. I'll admit the DX did reboot from time to time but you could tell it was coming when it would run slow. Further more if the apps are the problem why is Verizon sending out refurbished replacement devices to customers that are only going to reload the same apps back on the device. Again solidifying why I say don't let Verizon send you a replacement because a master reset is going to get you same results minus getting hardware that has been tampered with.

vereyezuhn · ‎05-26-2011

GreenRobot wrote:
vereyezuhn wrote:
You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

I said wait a week because it seems like when you unbox a new / replacement it takes a day or so before you get everything back to the way you like it then really start using the device. I also say that because I didn't start noticing reboots on #3 till after about 3-5 days. No the symptoms are always a little different and how long it takes for the to creep up is not the same. You say don't download ANY apps not even the ones from Google Inc. or adobe.. Those are like the two major reasons to buy an Android so if one of those apps is causing the Thunderbolt with Google to have these issues then then it would still be a problem with the device since it can't run apps it was designed to run. I to had a DX and had Gmail app installed plus had my Microsoft outlook email and a yahoo email synced without any issues. I'll admit the DX did reboot from time to time but you could tell it was coming when it would run slow. Further more if the apps are the problem why is Verizon sending out refurbished replacement devices to customers that are only going to reload the same apps back on the device. Again solidifying why I say don't let Verizon send you a replacement because a master reset is going to get you same results minus getting hardware that has been tampered with.

It's a well known fact that Verizon reps tend to be oblivious to the common problems with the phones. I previously had the EnV3 (which - I'm sure you've heard - is notorious for the shutting down issue with the battery) and everytime I took it into Verizon, they said they had never heard of it. I'm assuming that is the only explanation for why reps send out refurbished devices for issues that have seemingly simple fixes (usually) Verizon also maintains that they do not "support" 3rd party apps from the market, which means they cannot troubleshoot them. If you call in to tech support for issues, it seems that their main response is to just send a refurbished device.

Tidbits · ‎05-27-2011

My cousin returned his and his TB was pre-update. He hasn't tried to update it or anything and is awaiting for a fix. He actually said his TB works better than before.

I honestly don't know the ins and outs of the update as I returned my TB long before this update came out...

Filosophic1 · ‎05-27-2011

I hate to complain, but this has become totally unacceptable. I have not altered in any way, shape or form, the original programming of my Thunderbolt. i.e., it has not been rooted. I downloaded the OTA update, and have been miserable ever since. Aside from the constant rebooting, (approximately 8 times today so far), after some of the reboots, I have no internet connection whatsoever, and have to do ANOTHER manual reboot to get my data connection back. At 5-10 minutes per reboot, and a loss of battery power with each reboot, this has gotten past the point of being ridiculous. A GPS receiver that is semi-accurate at best, a mobile hotspot that can barely go more than a hour without constantly connecting and disconnecting, and absolutely no real help from tech support. I'm sorry, but the solution to these problems has to be better than: 1. Pull your battery. 2. Do a master reset. 3. Do another factory reset.

For the price paid for these devices, I expect something a little better for my hard earned money. Having to wipe all data from my phone, and then going through the pain in the neck of having to re-download and install the apps that I had installed previously gets old after awhile. And I for one refuse to send in a phone that I paid for, and got brand new, for a "Like New Phone" i.e., a used phone, that could or could not be in worse shape than the phone I already own. I know that I take meticulous care of my phones, and I for one will not accept someone else's cast off phone, no matter how shiny it is.

That's my $.02 Verizon....having been a loyal customer for more years than I can begin to count, it's time for you guys to step up to the plate.

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