EPIC FAIL is Accurate!

[Heliosgirl]

I purchased a HTC Thunderbolt on April 13th and immediately had issues with no coverage (I have pictures) and dropped calls.  I went into the store twice and Verizon did a hard reset and a soft reset and told me there was no problem with the phone as I had 3 G in the store.  I told them I only had 1X and they told me that the issue should be resolved.  It wasn't and I called back.  Verizon told me I could exchange the phone but I had to pay a restocking fee.  I said that I had paid almost $300.00 and that my phone dropped calls and only had 1X service.  Verizon said there was nothing else they could do.  I went back into the store on the 14th day and told them I had to have a new phone because it was not working as promised.  I still had dropped calls and only 1X most of the time.  Verizon told me it was a network issue that was reported in the paper and on the news.  They said the network issue would be resolved in a couple of days and that my phone would work perfectly.  The network was restored and my phone still had the exact same problems.  When I went back I was told I went outside the 14 day warranty even though I had been into the store 3 times and called customer service 4 or 5 times.  I told them that I was promised my issues were a network issue and when the network was restored, the problems were still happening.  I was told there was nothing I could do.  Over the next two months, I had dropped calls, 1X service or NO service.  AT one point, I could not make a phone call or access the network.  So, I was paying for a phone that I could not even make a phone call on much less access the internet.  At this point, the phone started rebooting 5 or 6 times a day.  I use my phone for work and during meetings (AT MY JOB), the phone reboots and I hang up on my customers.  I called Verizon and the technical support person told me that my issue is a known issue that HTC has acknowledged.  He told me that a software update is being pushed out sometime that will fix the problem.  But the update has been delayed and no one is sure when HTC is going to release it.  I told him that I have to have my phone for work and this is impacting my job.  He told me that if he sends me a certified like new phone, it could have the same problem since so many of the Thunderbolts are defective.  SO, I said, I have to continue to pay for this phone even though I cannot make phone calls or access the network.  He said the best option is to wait for the update.  Then yet again, I could not make a call or access the network.  When I finally could, I called 611.  Verizon finally agreed (3 months later) to send me a new phone since Verizon admitted my phone was 'defective'.  Verizon shipped me a used phone!  I told them that I would accept a used phone if they refunded the difference I paid for a new phone 3 months ago that was labeled by Verizon as 'DOA' or 'Defective on Arrival'.  I have spent HOURS on the phone with customer service and hours in the store only to be told that my phone is defective and that my only option is a used Thunderbolt and that I could not have a refund of the cost difference.  Nicole, a technical support agent, told me that Verizon is doing me a 'courtesy' by handling my warranty issue since it is really something I should be discussing with HTC.  I told her that I bought the phone from Verizon and pay Verizon each month.  I was astonished that she would have the audacity to tell me it is not Verizon's issue.  I have also been told time and time again that this is my fault for not returning the phone in the first 14 days when I tried to do just that 6 or so times but was told it was not an issue with the phone. Finally I talked to a customer support person that told me to go into the store that I bought it from and see if they would help me since they 'control the inventory' and the phone is documented as 'Defective on Arrival'.  I walked into the store at 7:00 pm.  I was handed off to a manager at 7:20 pm and the first thing she said was that there was nothing she could do.  I told her that the phone I purchased at her store was defective and she told me that I should have returned it in the first 14 days.  I told her that I tried.  She walked off and came back 10 minutes later and told me that she was going to give me a new phone but that the issue I am having is a known issue with HTC Thunderbolts and it is likely I will have the same problem.  But, she wanted to 'make it clear' that I would not be getting a new phone if I have the same issues.  She said there would be NO 14 day return period on this new phone.  That is against the Verizon terms and conditions and I cannot believe a manager in a store can override the documentation stating that new phones have a 14 day return period.  So, if this phone is defective, I have to pay FULL PRICE of $650.00 to get a new phone or I have to accept a used phone without a refund of the difference in the cost of a new phone and a used phone even though I have never had a working new phone.  I actually recorded her telling me that on my camcorder which she was aware of when she was telling me this.  I left the store close to 8:30 pm so I was in there 1 and 1/2 hrs.  I was on the phone with customer support for an hour earlier so at this point...2 and 1/2 hours later, I left with a new phone knowing that more than likely it is defective.  So, I called customer service again.  The rep was incredibly friendly and apologized profusely that I have gotten the run around for 3 months and told me she could give me a special circumstances 'upgrade' to whatever phone I wanted.  FINALLY!  I chose the Samsung Droid Charge which is comparable to the Thunderbolt (4G, 32G hard drive, 1GHz processor and an 8 megapixel camera).  She told me that she has not heard of any issues with the Samsung Charge like she had with the Thunderbolt.  Then, after we had it all worked out, she told me that the total cost for the phone was over $300.00!  I asked why I would have to pay since we were replacing a defective phone and asked if she was going to take off what I had already paid (almost $300.00).  She said she could not do that.  She said my only option was to go back and start the process over with technical support and 'ask' them if Verizon would consider shipping me a Charge.  I said that I had been on call after call with technical support for 3 months and Verizon wouldn't even send me a new Thunderbolt and it took 3 months for them to send me a used one.  Verizon changed the terms of service we agreed to when I purchased the phone 3 months ago,  sold me a defective phone which they acknowledged is defective,  never offered to reimburse me minutes for all of the dropped calls (which is also in the terms and conditions), or given me a dime for all of the times that I have not been able to use the phone or the data but they certainly expect me to continue to pay for a service that I cannot use.  My only option is to pay for a new phone?  SHOCKING!  Of course, as EVERYONE knows, the battery is ridiculous.  Also, no more mobile HotSpot even though that is one of the ‘perks’ offered when I was being ‘sold’ this crappy phone.  Just SHOCKING! 

[Ann154]

The free Hotspot was always a promotional offer and would end when Verizon choose to end it. The promotion ended on July 6, 2011. I haven't confirmed it myself since I haven't needed, but those users with the unlimited data plan can get an unlimited hotspot plan added for an extra $30 per month.

[B33]

Ann Did you have to log into My Verizon to Read your Pm Msg. its asking me to do this Before i can read the one you sent me

[Heliosgirl]

It amazes me that people defend Verizon. You must work for them and NO...no one EVER said it was a promotion!

[Tidbits]

---

Heliosgirl wrote:
It amazes me that people defend Verizon. You must work for them and NO...no one EVER said it was a promotion!

---

I owned a thunderbolt, and if you ever ready the receipt it does say promotion  expires May 16, 2010 on it.  Also if you ever logged into my Verizon it did say the same thing.  There were multiple places where the information could have been found.  They have extended it twice since then before switching to the tiered plan...

It amazes me that because people read what they are supposed are considered working for Verizon.

[pjl4117]

---

Tidbits wrote:

---

Heliosgirl wrote:
It amazes me that people defend Verizon. You must work for them and NO...no one EVER said it was a promotion!

---

I owned a thunderbolt, and if you ever ready the receipt it does say promotion  expires May 16, 2010 on it.  Also if you ever logged into my Verizon it did say the same thing.  There were multiple places where the information could have been found.  They have extended it twice since then before switching to the tiered plan...

It amazes me that because people read what they are supposed are considered working for Verizon.

---

I can also vouch for Verizon in this case because it WAS stated in my account documents. What's REALLY surprising me is the fact that even Wirefly also made this a known fact for people who bought the phone at a discounted price on their website. But it does happen to the best of us when we fail to read every little thing on our account documents/bill.

[budone]

---

Heliosgirl wrote:
It amazes me that people defend Verizon. You must work for them and NO...no one EVER said it was a promotion!

---

It WAS listed as a promotion. EVERY TIME you turned on the Hotspot app, there was a popup screen that stated the free hotspot was a limited time offer for certain devices. Didnt take time to read it did ya?????

[Ann154]

---

budone wrote:

---

Heliosgirl wrote:
It amazes me that people defend Verizon. You must work for them and NO...no one EVER said it was a promotion!

---

It WAS listed as a promotion. EVERY TIME you turned on the Hotspot app, there was a popup screen that stated the free hotspot was a limited time offer for certain devices. Didnt take time to read it did ya?????

---

I remember one of the two pop-ups had a check box for "to not remind you again" or something like that. I don't recall if the promotion reminder was that one. I purposely left it set to have the dialog pop up each and every time.

[B33]

Well PJ i guess you can its like having 3 little ones an they all want the cherry pop sickle thats in the freezer an there is only one left in the Box  but there are plenty other flavors orange an grape.  So to settle the situation you tellem hey i'm gonna have the grape.  an by that you avoided a big Situation.  untill you can go to the store for another Box  

[Ann154]

@Heliosgirl
No not a VZW employee. VZW did keep extending the hotspot promotion.

Original Thunderbolt press release. Read the second paragraph after additional features section
http://news.vzw.com/news/2011/03/pr2011-03-14u.html

Droid Charge press release. The hotspot promotion is mentioned under the pricing and data plan options.
http://news.vzw.com/news/2011/04/pr2011-04-20.html

The Revolution by LG press release. Read the pricing and availability section.
http://news.vzw.com/news/2011/05/pr2011-05-24e.html


@dincx110
No I just log into the community.

[B33]

Well this Weired since Verizon Changed to the new Look i havent been able to read my Pm's an this should not be this way

[PJNC284]

yeah, it just tries to make me log in again in Chrome. I have to use IE to view pm's.  

[B33]

Pj i sent a Msg to a Moderator i hope that helped But the ones that Run Lithium or what ever its Called Needs to Fix this. Pronto.! or Please fix the Problem.

[B33]

@PCNC284  I had to do the same thing you Did to read my Pm Msg's by going on IE.

But Back to the Post an subject in Hand:

I think an i'm not try to make anybody upset by say this: I think T-Bolt came out to soon of cource you have got to have a guinea pig or your first to test the waters. an this is Verizons first 4G Baby an for some folks it been a slightly bumpy ride but as for other

 it's been nothing but a night Mare as they have posted. an i can see some of there frustration as i kind of went thru this with my Droid Incredible My first Two that is. But as one have said you have to read all the fine lines. an any more do your research on

 these Devices before you commit. Just like we had to do when buying that first high deph Tv or P.c.  read Comsumer reports or Articals in Magazines or the post on here. An say to your self is this really for me. Is it going to work for me. Like the area were i

 live it only has 3G but 35 miles to the south East they got or will be getting LTE July 21 but i don't live in Wichita so for me i don't see the reason to have a 4G phone that i can't get the full potential out of it unless i pitch a tent some wear in Wichita to get it...

But on returns an i didn't remember if the Op that wrote the post said or not but she should have had a 1 time exchange to go to something Els if the T-bolt was'nt working for her.  an not being able to make calls when she's at work to me defiently qaulifies

 for an exchange to a different phone she did'nt buy a new car just a phone an hech some car dealer's are letting people bring back there car if they don't like it. but there's probably a penalty in there some wear.  But if she used up the one time exchange

 that would keep her from getting a different Device she could only get another T-bolt.      

[PJNC284]

---

DincX110 wrote:

I think an i'm not try to make anybody upset by say this: I think T-Bolt came out to soon of cource you have got to have a guinea pig or your first to test the waters. an this is Verizons first 4G Baby an for some folks it been a slightly bumpy ride but as for other

---

The irony is that these are probably the same people who were whining and complaing about delays and Verizon holding back from them.  Just can't win with some people.  

[gina7289]

My best advice would be to complain *611 every little thing thats going on that u think is a problem. More times tech support reads it u might have a better chance on getting something comparable like a charge or a revolution. Complaining here might not get u anywhere to get a different phone.

[vx1]

Lot's of calls for silly stuff would not be productive.

"Due to excessive inanity, we're experiencing extremely high call volumes. Your estimated wait time is approximately...  900 ...minutes. Your call is important to us, please hold and a representative will help you."

[vereyezuhn]

Hands down, it is the OPs fault for not returning the device within 14 days. You CLEARLY didn't like the phone and it's issues, why would you stick with it? Reps make the 14 day return window very clear. You had to have liked the phone somewhat if you didn't persist that you return it for a new one right away. Even if they kept telling you there would be a software update - they couldn't give you a specific date (you assumed it was soon - which means you also agreed to live with the issues until the software update) They told you they thought it was going to fix the issues (even if this were true, and they knew what the update did, you accepting this and not returning the phone is still agreeing to live with the issues until the update) I don't see any other issues or arguments here.

[scottl21]

I have never had any problems with my Thunderbolt........ no data issues, no resets, no automatic rebooting, no nothing.  And how was I able to do this?????? I HAVE NEVER DOWNLOADED ANY OF VERIZONS UPDATES

[kballard72]

Phone number 1: had connectivity issue, receive the connectivity patch that caused the reboot hell. Verizon at their option replaced it, I guess before realizing the whole **bleep** thing was software. 

Phone number 2, the CLNR: 20 days and the screen began squeeking and lifting, light leaks, etc... NO not water damage. Replaced with CLNR

Phone number 3: Had 7 days, loaded patch for reboot, since then it has the connectivity of a 2400 baud modem. Shortly after patch the lights for home,menu,back, search, arbitrarily turn off an on. Took to verizon store, phone 4 received today

Phone 4: got here 3 hours ago, peeled the little blue things off, put in the battery, The actual frame around the screen makes a weird loud click, not the battery cover, but the phones frame around the screen.. If the build is not solid, I don't want to wait and see what else will go wrong with a factory cert... Will be visiting the store tomorrow and buying yet another phone... I WILL PAY ANYTHING FOR SANITY.... But after tomorrow I will not have a Thunderbolt any more... In 20 years of having cell service I have never had equipment suck like this. 


The glaring elephant in the room is BOY there sure are a lot of factory replacements available for a phone out all of 4 months...

[vereyezuhn]

---

The glaring elephant in the room is BOY there sure are a lot of factory replacements available for a phone out all of 4 months...

---

Everyone's problem TBolts are literally just recirculating. SO many people are getting replacement after replacement, and Verizon obviously doesn't have a fix for its issues, so that's why they just tell people that another replacement isn't going to actually fix anything.