Does Verizon care?

They've made it crystal clear to me that they do not. They've made a WHOLE lot of their customers very angry over this issue. Like I've said in other posts, after their silence with the Nexus fiasco and how they're not properly dealing with the issues with this device, we'll see where they rank in the next customer satisfaction rankings. I'm considering moving my account to a plain flip phone on their cheapest plan with no texting and no data and going back to T-Mobile. Verizon really sux over this.

pool_shark

Well to be fair, you'll have to wait and see how quickly Sprint delivers a future update.

Yes they received an update to their new Nexus very quickly, but my Verizon Nexus received the 4.0.2 update before I left the store the day it launched.

Well to be really fair, pool_shark, Sprint updated their device to 4.0.4 because they quickly acknowledged the critical issues with this phone and updated it to 4.0.4. It's not just 1 or 2 small things. I (like thousands of others) have several MAJOR problems with this phone, every single day. VZW should quickly test and release an update ASAP so that we can all enjoy they phone. And they certainly shouldn't just remain silent on the problems with this phone. I hope Google has learned it's lesson that VZW doesn't deserve a Nexus device. VZW won't even acknowledge to me that there are known problems.

If there are major problems with a phone, such as the ones the GN on 4.0.2 has (such as random reboots, losing signal, radios falling asleep, etc), then I certainly expect them to be fixed faster than if the phone has some inconveniences, such as batter drainage.

I hope Google has learned it's lesson that VZW does NOT deserve a Nexus device.

curtterp

Verizon doesn't give out any information whatsoever. They feel that giving out any information is against their corporate policy, so none is given.

It would be nice for them to give us realistic expectations of when an update might go out.

There is also the anti competition problem with Google Wallet. They claim that it is a security issue, but the only security issue that they have is the security of the competing phone wallet that they want to implement. But they do not want to see Google Wallet succeed on their network because they want to roll out a competing product next year. So they have a vested interest in not allowing Google Wallet.

Then you can also look at the delay of the phone launch itself. Verizon delayed the phone at least two months before releasing it. Even Samsung said that the launch was in Verizon's court way before the official launch.

So Verizon doesn't have a good history with the Galaxy Nexus. It would not surprise me that this will be the only Nexus device that Verizon will ever get again.

Verizon does care...................................................... about the money that they get from you.... that is about it

I think you may have hit the nail on the head, curtterp. I filed a complaint with the FCC last week. Hopefully others will follow.

PurpleMilkweed

I spoke with a VW customer service rep, 3 days ago - and she told me that she is unaware of ANY plans AT ALL to send out a 4.0.4 update. I repeat, there are no plans whatsoever on Verizon's behalf to update the 4.0.2 Nexus'. I then emailed Samsung customer service and they replied that THEY do not have a software update in the works either, but if I go through their troubleshooting process with their rep, and if the issues with my Nexus aren't resolved, they will then POSSIBLY arrange for me to send my phone to them for a "repair." Ugggh . . . I am experiencing the data signal issues, mic cut-outs during calls, random reboots, random force closes - - pretty much all of the same issues that everyone else is experiencing, yet VW and Samsung act like they've never heard of these issues.

I know there are smaller issues like the hesitating landscape mode change, and others and I can deal with the small stuff. But when it comes down to it, I paid for a phone and am paying for a monthly data plan that I can hardly use. I had the original Nov. 2009 Droid and was getting a great 3G signal at home and at my desk at work. Right now with the Nexus I consistently get NO signal at all. Furthermore, I'm hoping that I'm never in a situation where I need to call 911 for an emergency only to find that my mic cut out.

Dear Verizon Wireless moderator: Where are you now? You seem to be on top of things when it comes to censoring blogs, yet offer no help with regard to these extremely important issues that we're all experiencing,

pool_shark

Why they did it is irrelevant to my point, it's just ONE update.

So again, we will have to see how quickly Sprint handles future updates before you can say they are better at it.

Whitie2

All you can say is I feel like Verizon is blocking the GNEXUS google experience this phone was supposed to have. The reason I bought it. They may update the Razor before the Nexus.

beaugrand___

Do they care? It remains to be seen.

Verizon Wireless wants to reduce the amount of credits issued to customers for things like usage charges (minutes/text/data overages).

In fact, they could do this quite simply and easily by introducing an OPTIONAL "overage protection" feature on ALL plans: On voice plans, overage protection could be triggered when overage amount exceeds $10.00, backdating an additional 225 minutes to single line plans and 350 minutes to shared plans for a $10.00 fee (charged only when the feature is triggered), and adding more minutes bundles each time overage exceeds the $10.00 threshold.

For texting plans, the overage protection feature could be triggered when texting overage exceeds $5, backdating an additional 250 text messages and charging a $5.00 fee for each additional text bundle.

For domestic data overages exceeding $15, the overage protection feature could backdate 150 megabytes for a $15 fee, adding additional 150 megabyte bundles as the $15 threshold is crossed.

Global data overages could trigger a backdated 250 megabyte bundle for $25, adding additional 250 megabyte bundles as needed.

Credits could also be reduced by making 5 "Friends and Family" numbers available to ALL voice plans (including legacy and loyalty plans), at a level of 5 "F&F" numbers per line on shared plans and 5 "F&F" numbers on single line plans.

Optional Automatic Overage Protection would also make any Nationwide plans besides the 450 single line and 700 shared plans unnecessary, eliminating the 900 single line and 1400 and 2000 minute shared plans. This would also reinforce the value of the Unlimited plans.

The Optional Automatic Overage Protection Feature could be the feature that keeps customers from leaving Verizon for other carriers.

Another way to maintain customer goodwill, and reduce the amount of calls necessary for usage adjustments, would be to fix the '"self-serve" options at the VZW.com website (which is the glitchiest, least user-friendly website I have ever had to use; a disgrace for a company with Verizon's resources). Make "backdating" the default option for plans and feature changes when going to a more expensive choice, and "future dating" for less expensive choices, and make "on-demand" changes the deliberate, optional choice, instead of having "on-demand" being the default self-serve choice.

Do they care? Do they want to retain customers, yet reduce the amount of credits issued for usage overages? We'll see.

DroidudeAZ

I finally had a Verizon tech tell me that most of my issues were known and a complete system update was scheduled for sometime in May. (I was also told in March and April, respectfully,l that software updates were scheduled), I'm getting tired of waiting....that is one of the main reasons I bought this phone...

sportfisher1

verizion charges you $249 for phone extender, all other providers give it for free if your service is poor at home I HAVE 2 OF THEM FROM OTHER PROVIDERS, AND THEY WERE FREE.. yes i agree what a rip off and they don't care.unless it involves your pocket book..bout had it with this service. i had way better offers and loyolty with AT&T

CharmingPhlsphr

I think it is a mistake, albeit a common one, to fault a company for not "caring" when the corporate structure is just that: structured [with respect to specifically designated, unfeeling processes (A->B; A1->B1; A2->B2)] to maximize profits, which is an indicator of success within the respective industry. In the company, of course, are individuals who are able to enact free will within the corporate structure, inasmuch as they are able. The benefit here is that companies do not have the ability to create a "hive mind" presence, which allows free will to bypass the structure of the company's guidelines. With that being said, it would be incorrect to use terms like "caring" for any for-profit institution and would even be incorrect to use it as a means to define the general opinion of the people who work with the company or any company for that manner.

Okay people, to make things clear, Verizon is lying through their teeth on this issue. These are the facts:

1. Samsung's Involvement:

Samsung is merely the hardware provider of the Galaxy Nexus, which means that they have NOTHING to do with the 4.0.4 update, especially its distribution. This is why every time the VZW "customer service" rep directs you to Samsung, they have no idea and just send you back to Verizon. I actually feel bad for Samsung, because they are a very good company that has produced a brilliant piece of hardware, and is now being made a scapegoat by a dishonest telecommunications company that is only trying to cover its own (profane word for buttocks here).

2. Who is really to blame:

Some people will blame Google, but remember this: each Nexus phone has been (essentially) a beta tester for the next version of Android. This means that every Nexus phone owner should expect bugs initially. The bugs are Google's fault, but Google has done everything they can to fix the issue in ICS 4.0.4. So that means that culpability rests solely on Verizon for not distributing it. There is no reason that an update VITAL to the functionality of a high end smartphone should be withheld for more than a month--4.0.4 was launched March 29th--from its customers. There is especially no reason why a company like Sprint--who only just received the Nexus on April 22nd--should have already pushed said update to its customers before a company like Verizon--who has had the phone for 5 months--does. Blame Verizon people, blame them HARD.

3. Why they are doing this to us:

Don't kid yourselves, people, we are stuck in the middle of a power struggle between Verizon and Google. This whole power struggle, as many already know, is centered around a little app called Google Wallet. Never once has a service provider fought so hard to prevent its customers from getting an application, especially one created by the OS's developers. This is all because of greed and control. Verizon is coming out with their own wallet app next year, and doesn't want it to have to compete with Google's product, probably because it won't be nearly as good. To date, I have yet to see Verizon app (besides Backup Assistant, which is good) that can hold a candle to its Google equivalent. In fact, in the month that I have had my Nexus, I haven't downloaded a single VZW app. You will probably all recall the failure of the paid VZ Navigator service in the midst of the free (and IMO much better) Google Maps Navigation. Verizon knows this, and is blocking this update as a little temper tantrum, I'm sure. This kind of power struggle has happened before, and was the reason why Verizon didn't get the iPhone for years, despite being contacted by Apple before AT&T. Verizon didn't want to allow a phone that had its own applications (and app store) onto its network, and as a result Apple went to AT&T. At the time, there was no other smartphone with that kind of backing, so Verizon wanted to keep their hold on their mobile app market. It wasn't until Verizon started to see customers leaving for AT&T and its iPhone that it finally allowed the Apple iPhone onto its services. Just look at your Nexus. You have to look really hard to find Verizon Wireless anywhere on the phone. When you turn it on, Google. On the homescreen, Google. The only places you ever see Verizon Wireless is at the lock screen and in the notification menu in tiny little letters (I'm ignoring the back of the phone because that is a Samsung thing). Verizon is trying to take a Google phone and make it their own, which is stupid. Verizon is a telecommunications provider, not a software or hardware company. If Verizon would just do their job and let software companies like Google write the... uhh... software, and stop trying to control what apps its customers have access to, we can all be happy and have our awesome GOOGLE phones and enjoy our great Verizon reception and mobile data. Nobody would be complaining, or sending complaints to the FCC (I did), and both companies would be left to do what they are good at. Verizon, you are a TELECOMMUNICATIONS PROVIDER, NOT GOD.

While I could rant much more about this issue, I'm worried that any more ranting will provoke an unacceptable level of profanity (its been nearly impossible to avoid it thus far), so I will stop.

But on a side note, all of you please take the time to file a complaint with the FCC about this issue, and be sure to include all of the facts to can in their silly 1000chr form. While Verizon may not care about its customer's experience, they will have to when the Fed comes a-knockin'.

budone

Personally, I fell The FEDS will not give a flying fig about an OS update to a phone.

Off topic comment, The new mentality where if one does not get their way, so let's have the government hold our hand and spoon feed them will soon kill this country.

rhoopes

They they most certainly don't!

freyja

verizon must have gone thru some fundamental changes in the last several year....(to big 4 their britches!) i advise jumping ship ASAP... that is when u CAN ...<< Edited to comply with >>

Message was edited by: Verizon Moderator

llichtwalt

FINALLY!!!! Someone who is well versed & informed!!!

Your answer may not have been listed as the, "Helpful Answer" but it is by far the most accurate.

notarep

I wouldn't care if I made billions per year. Pretty sure most wouldn't honestly.

Coporate superpowers will do as they wish at the expense of the consumer. Those were the cards you were dealt.

Whitie2

I just filed a complaint with FCC!

you are very right on that, it isn't a company's job to care, but think of it this way. from a purely business standpoint, we have all signed on to a very expensive contract which we all pay in full each month. in return, we are entitled to a communications service that allows us to talk, text, and browse the web. in the case of the galaxy nexus, by withholding an update vital to the functionality of our phones, verizon is essentially violating their end of the contract. now, if we were to stop paying our bills, our service would be switched off, our wages would be garnished, and our credit would be sunk. also, we are entitled to customer service which is both honest and helpful. thus far, verizon's customer service has been neither. instead, vzw customer service has misled disgruntled customers by placing blame and responsibility for the issue on a completely uninvolved party (samsung). it has also withheld important information about the issue and the update from customers in an attempt to cover its own buttocks, and has shown (through my experience) to have literally NO relationship with its own corporate stores. in my adventures with the Gnex, i have visited two verizon corporate stores. at each, the representative i talked two knew NOTHING about this issue, one even denied it. one customer rep tried to send me away by offering to get me "a new phone", what he really meant is one of those crappy factory refurbishes, which is essentially a broken phone with replacement bits from god knows where installed to make the phone work for at least a little while. he couldn't even guarantee that 4.0.4 would even be on this "new" handset. when i explained to him that it wouldn't fix the problem, he said there was nothing he could do. i talked to one of the managers, who said that he hasn't received an android update from vzw corporate since the original android OS launched. when i asked him if he could contact somebody at vzw to push my phone to get the update sooner he said they don't even have a number to call for that. so essentially we are dealing with two companies here: the people we interact with, who are either too poorly educated or empowered to help us, and the corporate heart, which makes all the decisions and has all the power. not even car dealerships are run with such disconnect from their OEMs. I actually made some headway when I paid a visit to my favorite vzw franchise store that many of you may find relieving/interesting. while he was also unable to help me get the update, he said through his own research he found out that vzw is rolling out the 4.0.4 update to people based on when they bought their phones, and all Gnex users should receive the update by the end of may. i bought mine in april, so im basically screwed until next month. but if some people with the 4.0.4 update could post their purchase date to help us verify this claim and hopefully build the timeline that verizon has owed us from the beginning, i think all of us Gnex sufferers would really appreciate it.

on a similar note, don't forget to send a message to VZW corporate by filing complaints to the FCC! such blatant mistreatment of customers should not go unpunished.

proxus01

i filed a complaint with the fcc and bbb a month ago against verizon. 4.0.4 was released in feb 2012 for vzw gnex not march. The only failure here is vzw. Whoever at vzw controls these updates should be fired on the spot. Accountability needs to called for in this grave failure. Fire the employee who makes these desicions.

yonal

I recently had my phone die and needed a replacement. there is NO phone that is a replacement without having the UPGRADE $30 fee !!!!!! Another fee placed on us by a company that doesnt care to control their costs!!!!!

I am very disappointed in Verizon and would switch or do without if I could!There is NO customer service with this company! We have reported them to the better business bureau and posted several blogs in hoes that other will join in a campaign to get these rediculous fees GONE!

CharmingPhlsphr

ssracing411 wrote:
in return, we are entitled to a communications service that allows us to talk, text, and browse the web. in the case of the galaxy nexus, by withholding an update vital to the functionality of our phones, verizon is essentially violating their end of the contract.

That is a clever spin on the obligations the company has to its customer/s. I wasn't aware that the Nexus was unusable without the update.

My phone randomly reboots itself, and sometimes is searching for a signal, and sometimes the mic cuts off. I think that constitutes unusable.

jscottj

To the original poster.

It seems like VZW has just helped you out. They are about to cancel the grandfathered unlimited plans so that does away with one reason to stay

rhoopes

@jscot amen to that! Goodbye shitty Verizon! Here I come sprint.

kyleb350

I should have read these threads before buying this phone. I purchased it last Saturday and fortunately started experiencing the no data/voice signal issue right away. I returned the phone for a new one a couple days later, and yep, still have the same issues. I wonder if Verizon will get the hint if I keep returning the phones for new ones within 2 weeks of getting them.

I really want this phone to work, but it's just not happening.

I could not agree more. When my current contract expires I will be looking around. I find interesting that Verizon's CFO according to the WSJ admitted this was just about making more profit nothing else. I think that Verizon has become a little arrogant at being number one. I believe that has shown up in the customer satisfaction rating this year and will continue. With removing the unlimited data plan and their obvious lack of concern in customer service, i would not be surprised to see them at number 2 within a year to year and a half.

By the way, Google definitely has shown they will stand behind the Nexus even from Verizon. They placed the 4.0.4 update for Verizon Nexus on their servers for download.

The war of word may begin to heat up now.

unknown

Verizon is not cancelling any unlimited data plans. If you have unlimited data, 3G or 4G, and want to keep it, you can. You simply keep your existing contract until it expires and then you revert to month-to-month. The only thing you cannot do then is to purchase a subsidized Verizon phone because that requires a new contract. All new contracts will be on the new tiered data or shared data plans.

True today, but as you said you cannot purchase a new phone if subsidized. I have to wonder if many begin to bring phone purchased from other sources how Verizon will react.

rebretz

I highly doubt that Verizon will get the hint considering that the phone was released in December 2011 and they still have not done one thing to correct all the issues. Once you sign the contract Verizon does not care anything about you.

Verizon took a top tier phone and turned it into a joke. If it wasn't for Google Android and the original Motorola Droid, Verizon would not be the large company they are. Google's phone helped prop up Verizon when AT&T was kicking their butt cause of the iPhone. I would love to see Google pull Android off of Verizon and focus on other carriers. It's become clear that Verizon is trying to exert way to much control over the Android OS.

omglookapuppy

Do you all have to really bitch and moan about a phone?

Yeah you pay for a contract and phone monthly. Its upsetting to pay for something that dosen't work properly. These days its up to the consumer to research a product before they buy it. Would you buy a brand new mustang if you didn't know you were buying one with a standard transmission (manual) and that the GT500 comes with the crappiest suppension ever. You get in and be mad as hell at the oversteer and no grip and not knowing how to drive a manual(you be surprised how many ppl don't know to drive a standard). Research the product before you buy.

Android overall is a POS. I've used some good android phones but they are too far inbetween. iOS is good. W7 (Soon to be W8 ) is very stable and it has all the functions i need. Since the nexus is the first Android 4.0 phone for Verizon they are still testing it. Not everything is going to be perfect. I don't trust Google as a Software dev anyway. Sure Android phones are very customizable but at what cost? OS stability is my thing and most others. If a phone can't open texts or facebook without crashing then its not worth the agony. Never had any problems out of iOS or W7 when it comes to these functions.

Also FYI, The app store in Android is varied but watch what you download. Android is full of malware. Even the antivirius will ruin your phones if your not careful. AVGfree crashed my first android phone.

I'm not denying that the Nexus has problems. Its just you complaining so harshly without knowledge of what verizon has planned. They do not disclose info to regular customers. As for customer service I never had a single rude person. I love the customer service reps. Just think. Its a job like any other. I for one would hate putting up with the angry customers whos 12 year old keeps dropping they're iphones. You show respect, you earn respect. I showed respect to At&t and only got rude people who didn't care about their job. I show respect to VZW reps and get all the info and great customer service I ever wanted.

TL;DR version : Quit your whinning . Research a device before you buy.

I think you miss the point. For me and others, this is more about Verizon not living up to having a Nexus level device. The firmware upgrade is to come from Google not Verizon. iPhone upgrades come directly from Apple through iTunes and Verizon has no input or say. Verizon should pass the Google updates through with no changes but they choose to hold the updates up. Google's mistake was not in having the updates come directly from the Android store for their Nexus designated devices.

Many of us did our research and chose the Nexus but with the expectation the updates would be passed on from Google quickly.

As for respect, I have never been rude to a Verizon or AT&T employee. The issue is that corporate does not give the employees the needed information to help their customers. i have heard many of them wish for additional information so they could answer questions correctly. I have also been told by sales personnel that if they had known Verizon would not live up to the Nexus update path they would not used it as a selling point.

The issue that irritates the most for some is Verizon's silence. They could easily put out an answer on the forums but choose not.

scampbel

Actually, I came to the conclusion that Verizon (most wireless providers?) as well as cable/ISP companies actually "hate" their customers. While there are many nice folks that work for these companies the corporate culture is all about getting NEW customers not really retaining current ones. Obviously they do believe the commonly held notion that it costs MORE to get new customers than retain current ones! I too am a long-standing VZW customer with 4 smartphones. I got my GNex when it came out ($299) and thought I was getting a Nexus phone. All teh common;y know problems plague me. It's frustrating when my wife's 4S has a perfect connection somewhere and I have nothing. Was out last night (poor signal area) and my EXTENDED battery died in <4 hours. The iPhone still had 70%!

commonsense101

If you had 100million customers and maybe 5million of them cost you the most money, would you care if you lost them?

michaeljtimko

As a holder of one of the coveted unlimited data plans, I would like to know just what are we costing them? Obviously we are costing them a lot less than they let on as they had a 2012 1st Quarter profit.

If you look back to earnings, Verizon made $1.7 billion dollars profit on $28 billion in revenue for a total earnings per share of $0.59. I wish my employer could make that kind of profit every four months.

To me, if your making tons of money why are you choosing to antagonize your customers? If Verizon were making only a couple of million dollars profit or just barely breaking even, then I might be right beside them with the pitch forks and torches trying to ferret out the data hogs.

Its too bad Verizon is not as smart as I give them credit for. With every carrier cutting back on data, you would think they would want to be the only unlimited data because then they could brag that they are the only wireless carrier to have unlimited 4G LTE. This is something that not even Sprint can do because they are just getting into the LTE game.

Unfortunately, the good ideas of their customers don't make sense to bean counters in Armani suits.

Apple products have put a strain on the 3G portion of Verizon's network much as they have to AT&T. Verizon is currently really pushing the android products as to push as many as possible to 4G LTE radio spectrum. They have plenty of available bandwidth to the point that Verizon business offers wireless as backup or even the primary for certain locations as an alternative to traditional data connections such as T1s.

All this to say I do not believe the elimination of the unlimited data plans is about bandwidth but increased profits. If you read any of the articles about the future products that the CEO of Verizon Wireless mentions, they all are fairly data intensive. They seem to be products they will sell direct or that will be sold by the business divisions. I would guess there is a point where Verizon Wireless will be further tied or rolled into the rest of Verizon.