Posts By Verizon Representatives

[tawest64]

Today I see where Verizon reps have posted near the end of each thread detailing problems with not receiving texts or calls, battery drain, etc.  They are telling us that Samsung/Verizon is aware of the situation and are feverishly working on a solution blah blah blah. 

REALLY?

Or are you just trying to pacify us?  Prove otherwise.

My family (3 of us have this phone) are still not receiving random calls and texts....some we do, some we don't. 

[wardcst24]

Same here they keep putting SOLVED on our posts and there has not been a Solution as far as I can tell

As far as I can tell when you are still missing calls it is not Solved  or am I Missing Somthing

[nickjr]

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wardcst24 wrote:

Same here they keep putting SOLVED on our posts and there has not been a Solution as far as I can tell

As far as I can tell when you are still missing calls it is not Solved  or am I Missing Somthing

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Same here...

[TominqueBo_VZW]

Hello members,

We are aware and Samsung is working on a permanent fix, however, I do agree that is not a solution.  I did recognize a post earlier today that I removed the solved on the response.  Samsung is making strides and are in the process of validating the solution now.  We will keep you all updated as we get closer to the resolution.  We appreciate your patience. Thank you. 

[wardcst24]

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TominqueBo_VZW wrote:

Hello members,

We are aware and Samsung is working on a permanent fix, however, I do agree that is not a solution.  I did recognize a post earlier today that I removed the solved on the response.  Samsung is making strides and are in the process of validating the solution now.  We will keep you all updated as we get closer to the resolution.  We appreciate your patience. Thank you. 

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Thank You

And look forward to hearing from you

[indianafanatic]

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TominqueBo_VZW wrote:

Hello members,

We are aware and Samsung is working on a permanent fix, however, I do agree that is not a solution.  I did recognize a post earlier today that I removed the solved on the response.  Samsung is making strides and are in the process of validating the solution now.  We will keep you all updated as we get closer to the resolution.  We appreciate your patience. Thank you. 

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Is it not reasonable to expect Verizon to let Fascinate owners know at least what the problem actually is and in what current stage the "fix" is in?  In my experience, giving unsatisfied customers vague assurances of remedy and empathy are rarely successful.  Tell us what the actual problem is, tell us what the solution is and tell us how close that solution is (in terms of days/weeks/months/years/decades/whenhellfreezesover/etc...).  I understand, too, that corporations don't like to make statements that put them on record as admitting fault, problems or negligence, but honesty is the best policy.

"We are aware".   "Making strides".  "In the process of validating now".  "We will keep you updated".  "We appreciate your patience"...  These are all very nice things, but dance around the question that is being asked by so many members in this forum: "What has been done so far, what's left to do and how long will it take to do it?"  I have been fortunate enough to suffer these problems to a much lesser extent than most here.  My only fear is that when I do have severe problems, I will be just as frustrated as everyone else.

[randallg]

I agree with indianafanatic 100%..

Please treat us as you would want to be treated and let us know what is being done.  How would you feel if a loved one was in the hospital and the doctor gave you such vague answers..."We are aware".   "Making strides". "We will keep you updated"?  I would be willing to bet you would confront the doctor and say those type of answers are unacceptable.  Keep your customers informed as to the progress and anticipated solution ate and you'll find a much more accomodating and patient customer base.

[cbndc]

I've had countless calls with Verizon and Samsung over the last few days and no one (Level 1-3 tech) will acknowledge that there was an update sent OTA after 2.2.1.  I tried to explain that after this update (figured out if was EDO4 from posts) my battery dies in 1/2 hr.  After a hard factory reset the battery issue was not resolved.  I was sent a new phone which also died in 1/2 hr if I used the phone (text/internet) for a minimal amt of time.  Everything is turned off on the phone that can possible be.  Verizon said last night that they would send me a new battery but apparently your warehouse is out of stock and so is every store within 30 miles of my home and/or work.  BTW, it took me 1 1/2 hrs to get figure that out.

Today, one of the techs from last night called and offered a replacement phone (samsung continuum, htc incredible2, or LG vortez).  I don't want those phones, I want the phone that I purchased less than 5 months ago (and 2yr contract).  The rep said that she didn't think they would ever get batteries (still doubtful it's a battery issue) for the fascinate since this phone was not being sold any longer.  Additionally, she couldn't send me out another refurbished Fascinate...they didn't have any (but I got one yesterday). 

I find it hard to believe that a battery for this phone will not be available from Verizon when there are a lot of these phones  still under warranty.  And, it's upsetting that Verizon and Samsung keeping pointing the blame to each other; this wouldn't happen with Blackberry. 

Verizon customer service/support has declined tremendously and I am very close to dropping my service.  I agree with the others that the responses we are getting is just nothing more words.  All of us purchased phones that are virtually useless and paying for plans that we are not able to utilize.  And, I will not carry a charger around with me like one Verizon rep suggested last night because she insisted that it was the user (me) that was causing the battery issue.  Well, I hope she has a nice day because I reported her actions to her superiors today.

Frustrated!

[nickjr]

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cbndc wrote:

I've had countless calls with Verizon and Samsung over the last few days and no one (Level 1-3 tech) will acknowledge that there was an update sent OTA after 2.2.1.  I tried to explain that after this update (figured out if was EDO4 from posts) my battery dies in 1/2 hr.  After a hard factory reset the battery issue was not resolved.  I was sent a new phone which also died in 1/2 hr if I used the phone (text/internet) for a minimal amt of time.  Everything is turned off on the phone that can possible be.  Verizon said last night that they would send me a new battery but apparently your warehouse is out of stock and so is every store within 30 miles of my home and/or work.  BTW, it took me 1 1/2 hrs to get figure that out.

Today, one of the techs from last night called and offered a replacement phone (samsung continuum, htc incredible2, or LG vortez).  I don't want those phones, I want the phone that I purchased less than 5 months ago (and 2yr contract).  The rep said that she didn't think they would ever get batteries (still doubtful it's a battery issue) for the fascinate since this phone was not being sold any longer.  Additionally, she couldn't send me out another refurbished Fascinate...they didn't have any (but I got one yesterday). 

I find it hard to believe that a battery for this phone will not be available from Verizon when there are a lot of these phones  still under warranty.  And, it's upsetting that Verizon and Samsung keeping pointing the blame to each other; this wouldn't happen with Blackberry. 

Verizon customer service/support has declined tremendously and I am very close to dropping my service.  I agree with the others that the responses we are getting is just nothing more words.  All of us purchased phones that are virtually useless and paying for plans that we are not able to utilize.  And, I will not carry a charger around with me like one Verizon rep suggested last night because she insisted that it was the user (me) that was causing the battery issue.  Well, I hope she has a nice day because I reported her actions to her superiors today.

Frustrated!

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Thank You for going ahead and reporting inappropriate behavior by some verizon support staff

[wardcst24]

They are marking posts solved again when they are not

What a Insult

We are Still Missing Calls

[#11]

cbndc, 

We have had multiple customers having battery issues with this device and that is why stock depleted for the battery. I just checked and we have it in stock again. If you haven't already received a replacement battery, you can call in to customer service again to have one sent. 

[taym0704]

Verizon,

I've been a customer for over 10 years now or my family has at least. I've dealt with some ridiculous problems on phones. I was on my 5 Android and was finally given a refurbed Fascinate and before the update every now and then I'd have days where I wouldn't recieve texts or mine wouldn't be sent or my phone would simply not let me place or recieve calls because it froze up. It's all fine and dandy until someone is in an emergency situation. I've been in a car accident before and the only way I could get a hold of my parents was by using my cell phone I had right next to me in the car. Now what if I my phone wouldn't have called out? Or what if someone is in another life threatening emergency situation and can't call out at all? Then what do you say? I just hope the issue on this phone gets fixed fast otherwise customers with these phones do deserve a $100 credit towards a new phone and if the problems continue for a month you should pay the bill for that line that the fascinate is on. There are some features I love about this update but not recieveing calls or texts is a problem. Especially if you work from your phone.

[indysilas]

I for one will buy an iPhone next time.  Like someone said, go with what works.  It's as simple as that.  Samsung and Verizon just can't get it together!!!

[#14]

Everyone,

I understand your frustration over this issue and agree that we need to find a resolution quickly. I have a Fascinate myself, and while I have not had this issue to the extent some of you have seen, I too am waiting on a fix. I apologize if it seems we are holding out information or keeping you in the dark. When we have information we try to give it to you. Someone suggested that we tell you exactly what is causing the issue, but only our product team and Samsung’s engineering department know this information. We also don't give out dates, 1 because we don't have dates, 2 because in the past when the date was pushed back to a later time, it has caused customers to become even more upset. We have noticed many of these resolutions being marked solved and have communicated this to our team to make sure these ongoing issues are not marked as solved. 

With that being said, this is the last information we received on this issue, and has also been communicated in other forums. On 6/30 Samsung sent us a fix for the phones not ringing and not receiving calls. We are still working with them to test and finalize the fix. We do not have an ETR on exactly how long this will take.

We try to give you the information that we have, and I realize sometimes that is not much. We thought most people would appreciate us saying that we recognize there is a problem and are trying to fix it, rather than not replying or saying we haven't heard of this issue. If you would prefer we not communicate anything until the fix is released I will give that feedback to my team and hold off on any further responses on this issue until we have an official fix from our product team. 

Thank you,

[SFObrien]

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MarquiaF_VZW wrote:

Everyone,

On 6/30 Samsung sent us a fix for the phones not ringing and not receiving calls. We are still working with them to test and finalize the fix. We do not have an ETR on exactly how long this will take.

Thank you,

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Since you guys have it and testing are we talking about Gingerbread or a maintenance release?

[wardcst24]

I for one apologize for the way I have been acting but it is very frustrating

This has been a very long haul and I am tired of spending hour upon hour going over and over again my problem

Not with VZW so much as Samsung after sending my phone in so many times it is like I don't even own a smart phone

You see each time I send it in it takes 11-14 days than you set it up--And to not have it work

Very Frustrating

But I Do sincerely apologize

[#17]

I have not heard any information about Gingerbread for the Fascinate. This update will be a maintenance release.

[SFObrien]

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MarquiaF_VZW wrote:

I have not heard any information about Gingerbread for the Fascinate. This update will be a maintenance release.

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Thank you .

[bluestar]

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MarquiaF_VZW wrote:

Everyone,

I understand your frustration over this issue and agree that we need to find a resolution quickly. I have a Fascinate myself, and while I have not had this issue to the extent some of you have seen, I too am waiting on a fix. I apologize if it seems we are holding out information or keeping you in the dark. When we have information we try to give it to you. Someone suggested that we tell you exactly what is causing the issue, but only our product team and Samsung’s engineering department know this information. We also don't give out dates, 1 because we don't have dates, 2 because in the past when the date was pushed back to a later time, it has caused customers to become even more upset. We have noticed many of these resolutions being marked solved and have communicated this to our team to make sure these ongoing issues are not marked as solved. 

With that being said, this is the last information we received on this issue, and has also been communicated in other forums. On 6/30 Samsung sent us a fix for the phones not ringing and not receiving calls. We are still working with them to test and finalize the fix. We do not have an ETR on exactly how long this will take.

We try to give you the information that we have, and I realize sometimes that is not much. We thought most people would appreciate us saying that we recognize there is a problem and are trying to fix it, rather than not replying or saying we haven't heard of this issue. If you would prefer we not communicate anything until the fix is released I will give that feedback to my team and hold off on any further responses on this issue until we have an official fix from our product team. 

Thank you,

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MarquiaF,

I for one would much prefer that you continue to communicate with us even if you feel you have nothing new to share. Not receiving our calls is extremely upsetting and, in some instances, dangerous but it does help to be reassured that you acknowledge the problem and feel as frustrated as we do. I'm assuming that, if a fix is not released soon, Verizon will want to find some way to make it right with its customers. 

[timeless46]

I  sure hope they are working nite and day to figure out this major problem.  I have been to verizon store and talk to a customer rep on the phone.  Have had a factory reset.  Helped a slight bit. NowI have a problem with my home screen freezing,  My phone rang  while sitting at the hospital waiting for my husband to be discharged and the phone rang and the screen froze and could not get my puzzle piece to move. More then upset dropped hubby home and off to verizon store again,  just to complain because I knew there was no help for this more then useless phone.  I lovethe way it goes from screen to screen once it unfreezes and the sound quality is great.  easy to down load apps.  Do not want a another refurbish fascinate.  Want my phone fixed so I can trust it.

     They have offered to give me a Droid, but they are not trouble free either.  Just give me a Iphone.  Should of bought it in the beginning I guess.       VERIZON come on we need help.   Thinking about not paying my bill, then Verizon will see I am upset and need help.  I have a family plan, one of the other phone on my plan is a fascinate and she is having the same problem.  I am fight for two of us.  I have more free time then she.  HELP VERIZON and quickly