Verizon Sucks on Replacements

[Xzavier2014]

Does anyone at Verizon know what the their doing, I've had 4 replacements in the last past 6 months and Im fighting tooth and nail try'n to get them to simply send me a BRAND NEW THUNDERBOLT. I bought into the warranty coverage along with the insurance. Now Im on my 3rd replacement and I've got a 4th one sitting waiting for me to use that....Im not about to. Im sending that one back. Totally stupid how Verzion is treating their customers. Now they wanna send me a refurbished phone of a different model. If I've had problems before with their stupid refurbished phones what makes them think I wanna different model that used?

[Wildman]

It might be nice if you shared what was the issues you have been having... By device has been working perfectly..

I had one issue and they wanted to send a replacement but I said no because issue did not seem to be device and in the end it was network related.

What issues are you having?

[Xzavier2014]

On this 3rd replacement is a hardware issue with the mouth piece. Level 2 tech said they were unable to fix this and that they would send me out a replacement being number 4. Im sending that back

[Xzavier2014]

Again VZW lives up to its pathitic name GB pulled

[Fatdog1028]

I feel your pain xzavier. They have tried to replace my new Thunderbolt with refurbished phones twice. The first time I let them send it since the phones were so new the sales rep it could be a new one. Of course it wasn't so it was sent back. Now I get an sms error general problem when trying to text in my house. They tried to send another refurb but I said no. Who in their right mind would buy a new phone and let it be replaced with a used one? Not this guy.

[vereyezuhn]

If you keep asking for replacements, you'll eventually get a brand new one. Just keep trying, trust me. Don't give up if they keep giving your refurbished ones, just keep insisting that you get another replacement.

[Wildman]

Some issues seem not to have any issues with device, not being able to text in house sounds like a network issues and plus no cellphone is guarenteeded to work inside a building beccause of the level of insolation, some houses block more signal than others.

I would say stop using a replacement device as a solution for all issues because software, network and other things can cause issues and if you don't isolate the issue the issue will remain and I do not see that many bad devices back to back... unless you just have the worse luck.

[Xman]

There is no issue with texting I dunno where that came from. This issue is with the hardware. Im tired of having to explain this to VZW over and over and over and over again. The first two phones were software and GPS problems... the 3rd one that I currently have in my hand is hardware. They sent me a 4th one, I turned right around and sent that back to them. Im done dealing with customer service reps who cant seem to get it through their heads that I don't want a replacement, and then expect me to pay my bill on time and pay it in full no less.  

[Wildman]

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Xman wrote:

There is no issue with texting I dunno where that came from. This issue is with the hardware. Im tired of having to explain this to VZW over and over and over and over again. The first two phones were software and GPS problems... the 3rd one that I currently have in my hand is hardware. They sent me a 4th one, I turned right around and sent that back to them. Im done dealing with customer service reps who cant seem to get it through their heads that I don't want a replacement, and then expect me to pay my bill on time and pay it in full no less.  

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That was directed at your post, it was a replay to Fatdog1028 statement about tecting in the house...

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Xman wrote:

I tell ya they dont listen and they know that the TB is crap...they've had nothing but issues wit this phone and sit their and wonder why they think a new one is going to help...I had a customer service rep tell me that its like buying a new car...once you drive it off the lot its used....Excuse me....If I have a problem with a $30,000 car and it doesnt work you had better give me a new one or fix the one im in dont put me in a used one and say...."But sir its like new"  

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 Each to their own opinion but I love my TB and I only had minor issues with my device and those usually came from 3rd party apps or recently network issues (That isnt phones issue), the device has been a very reliable device for me and the concept of a user having issues with a large amount of devices (New or Referbished) usually indicates other issue than the device because the chances of that many bad devices doesnt sound logical to happen.

I very seldom need a replacement device but everytime I got a replacement the device hasnt had any issues, according to your statistics the chance of me getting a replacement not being damaged is slim because every device they send out to you has been bad..  hmmm.... strange one indeed.

With my luck I better play the lottery fast..

[Xzavier2014]

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Wildman wrote:

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Xman wrote:

There is no issue with texting I dunno where that came from. This issue is with the hardware. Im tired of having to explain this to VZW over and over and over and over again. The first two phones were software and GPS problems... the 3rd one that I currently have in my hand is hardware. They sent me a 4th one, I turned right around and sent that back to them. Im done dealing with customer service reps who cant seem to get it through their heads that I don't want a replacement, and then expect me to pay my bill on time and pay it in full no less.  

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That was directed at your post, it was a replay to Fatdog1028 statement about tecting in the house...

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Xman wrote:

I tell ya they dont listen and they know that the TB is crap...they've had nothing but issues wit this phone and sit their and wonder why they think a new one is going to help...I had a customer service rep tell me that its like buying a new car...once you drive it off the lot its used....Excuse me....If I have a problem with a $30,000 car and it doesnt work you had better give me a new one or fix the one im in dont put me in a used one and say...."But sir its like new"  

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 Each to their own opinion but I love my TB and I only had minor issues with my device and those usually came from 3rd party apps or recently network issues (That isnt phones issue), the device has been a very reliable device for me and the concept of a user having issues with a large amount of devices (New or Referbished) usually indicates other issue than the device because the chances of that many bad devices doesnt sound logical to happen.

I very seldom need a replacement device but everytime I got a replacement the device hasnt had any issues, according to your statistics the chance of me getting a replacement not being damaged is slim because every device they send out to you has been bad..  hmmm.... strange one indeed.

With my luck I better play the lottery fast..

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than you would be one of the fortunate few; all anyone has to do is pull up "TB issues" and you can see the number of people having issue. I would not contribute this to user error and I would not contribute this to me ROOTING or Bricking my phone since I did neither. Im on the phone with the rep now who told me that they  have had several people call up with issues on even the software up grade to GB which VZW pulled because of problems. so it goes way back to even when people were complaining about it being able to connect to 4G ,coupled with my issues that could not be resolved.  Refurbished phones are just that...phones that were used and worked on to say that its now fixed of any problems and there are still issues....

[Wildman]

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Xzavier2014 wrote:

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than you would be one of the fortunate few; all anyone has to do is pull up "TB issues" and you can see the number of people having issue. I would not contribute this to user error and I would not contribute this to me ROOTING or Bricking my phone since I did neither. Im on the phone with the rep now who told me that they  have had several people call up with issues on even the software up grade to GB which VZW pulled because of problems. so it goes way back to even when people were complaining about it being able to connect to 4G ,coupled with my issues that could not be resolved.  Refurbished phones are just that...phones that were used and worked on to say that its now fixed of any problems and there are still issues....

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The update was mainly pulled to resolve the bug with the notification alert not working...  The only complaint that has been reported for the latest build was the voicemail notification and not much else, there was a few bugs here and there but the main bug has been the mail alert.. 

Also as for searching for issues with the device you will find plenty of them because you do not have users commonly go to a forum to report what they like about the device...  I have learned that once one user reports a issue (No Matter how miner) all the sudden many other users conveniently now have the same issue...  

I am not saying the device is perfect or even close to it but if more spend time enjoying the good things about the device and not always wants to point out all the negative things stress could be minimal, also I am not saying accept what you get but like I said I understand the refurbish is just that but I have seen to many times I can walk something through something a hundred time and they say it didn't work but after they explained exactly what they did they usually didnt follow thing exact and this caused their issue.

I'm not saying you are wrong but I just report it as I has seen it..   Good luck on getting that resolved.

[vereyezuhn]

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Xman wrote:

There is no issue with texting I dunno where that came from. This issue is with the hardware. Im tired of having to explain this to VZW over and over and over and over again. The first two phones were software and GPS problems... the 3rd one that I currently have in my hand is hardware. They sent me a 4th one, I turned right around and sent that back to them. Im done dealing with customer service reps who cant seem to get it through their heads that I don't want a replacement, and then expect me to pay my bill on time and pay it in full no less.  

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What hardware issues are you having? Most of the time, it's an app issue, and people just think it's a hardware issue.

Unless your LED light or battery door have something wrong, I highly doubt it's a hardware issue. Anything with the screen/glitching/lagging,etc is software/app.

[Xman]

After taking this into the store and having them do a hard reboot and determing that it wasnt any one particular number when called, and it wasn't anyone particular incoming call, the mouth piece on the phone was determined that it was bad. So the next step was to call IT at which time they sent me to level 2 tech support and they did the same thing...hard reboot and an over the air update which was still the 2.2.1 version and still no luck. When the phone is even on speaker no one can hear me, they can hear me on the ear piece just fine. In the end I just may canceal this.

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vereyezuhn wrote:

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Xman wrote:

There is no issue with texting I dunno where that came from. This issue is with the hardware. Im tired of having to explain this to VZW over and over and over and over again. The first two phones were software and GPS problems... the 3rd one that I currently have in my hand is hardware. They sent me a 4th one, I turned right around and sent that back to them. Im done dealing with customer service reps who cant seem to get it through their heads that I don't want a replacement, and then expect me to pay my bill on time and pay it in full no less.  

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What hardware issues are you having? Most of the time, it's an app issue, and people just think it's a hardware issue.

Unless your LED light or battery door have something wrong, I highly doubt it's a hardware issue. Anything with the screen/glitching/lagging,etc is software/app.

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[vereyezuhn]

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Xman wrote:

After taking this into the store and having them do a hard reboot and determing that it wasnt any one particular number when called, and it wasn't anyone particular incoming call, the mouth piece on the phone was determined that it was bad. So the next step was to call IT at which time they sent me to level 2 tech support and they did the same thing...hard reboot and an over the air update which was still the 2.2.1 version and still no luck. When the phone is even on speaker no one can hear me, they can hear me on the ear piece just fine. In the end I just may canceal this.

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Wait... your profile says you have a Droid X... You're in the Thunderbolt forum.

Anywho. Do you have a case or screen protector on your phone? I've read where screen protectors or cases (the former more often than the latter) often affect call and voice quality.

[Jaycen]

I'm on my 5th thunderbolt....my problems have been things like the phone won't dial a call.  Spent 3 hours at the verizon store one day, where they were on the phone with tech support.

Wildman, its not like Verizon just sends you a replacement because you request it.  They go through troubleshooting steps with you before they send out a replacement.  You sound like a Verizon or HTC employee to me.....

[vereyezuhn]

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Jaycen wrote:

I'm on my 5th thunderbolt....my problems have been things like the phone won't dial a call.  Spent 3 hours at the verizon store one day, where they were on the phone with tech support.

Wildman, its not like Verizon just sends you a replacement because you request it.  They go through troubleshooting steps with you before they send out a replacement.  You sound like a Verizon or HTC employee to me.....

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The only employees on this forum are the ones with their names in red. Most of the time when they send replacements out, it's because they CAN'T figure out what's wrong. I've gotten numerous replacements by simply walking into a store, saying what's wrong with my phone, and they instantly just sent me a replacement instead of looking at the phone.

[Wildman]

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Jaycen wrote:

I'm on my 5th thunderbolt....my problems have been things like the phone won't dial a call.  Spent 3 hours at the verizon store one day, where they were on the phone with tech support.

Wildman, its not like Verizon just sends you a replacement because you request it.  They go through troubleshooting steps with you before they send out a replacement.  You sound like a Verizon or HTC employee to me.....

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I am not a Verizon employee and not claiming to be but I am a person that research and learn any and all technology that cross my field of sight because it is part of my job and a enjoyed pass time... 

I work in the software development and consultant field and I learned that if a support tech can not resolve a issue quickly they take the easiest solution that will resolve thing (Temporarily)  and customers are quick to accept a replacement device as a solution when the issue sometimes isn't even the device.

The first thing that users assume is that the device or update is the nature of a problem and then receive a replacement device and the same issue is still there and demand for another device...  I have heard so many complain about the number of bad replacement device that they receive from CS and don't take the time to ask if the issue isn't the device, lets be realistic but the chance of a user having so many replacement devices that all are having issues it, there has to be a common factor for the issue to follow other replaced devices.. 

I have even heard users claim that Verizon sent them back their original damaged device when they get a replacement and this isn't even possible because the replacement is sent before they receive the old device but some users always make it sounds like the service provider is trying to do something shady and get over..

Do I hear Conspiracy Theory??  Its technology and its not perfect but on the same note it helps if a user learn their device before screaming bloody murder.  This is why the GB update was pulled after a day when it could have been left available until update fix was released but that would not be enough for some so they pulled it to avoid more complaints and then received complaints still because they pulled it.

Not a winning battle no matter what is done...

[Xman]

LoL.As much as I would like to it like pulling teeth with these morons..."Pay your Bill" but we'll keep sending you a refurbished phone..."Its Like new" how gullible to these people think we are.  

[Xman]

thanks for the advise, I may have to spell it out for them again.  And again and again...Until they get it or just cancel my contract

[Xman]

I tell ya they dont listen and they know that the TB is crap...they've had nothing but issues wit this phone and sit their and wonder why they think a new one is going to help...I had a customer service rep tell me that its like buying a new car...once you drive it off the lot its used....Excuse me....If I have a problem with a $30,000 car and it doesnt work you had better give me a new one or fix the one im in dont put me in a used one and say...."But sir its like new"  

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Fatdog1028 wrote:
I feel your pain xzavier. They have tried to replace my new Thunderbolt with refurbished phones twice. The first time I let them send it since the phones were so new the sales rep it could be a new one. Of course it wasn't so it was sent back. Now I get an sms error general problem when trying to text in my house. They tried to send another refurb but I said no. Who in their right mind would buy a new phone and let it be replaced with a used one? Not this guy.

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