Stunned at lack of Support from Verizon

[klflote]

A little over a year ago, I left Sprint for Verizon because everyone told me how much better it was. So far, the phone service has not been any better at all; certainly not worth the extra money I pay Verizon.

Today, Verizon attempted to deliver the OTA update to my phone. Because I was busy when it first came up, I declined. I used my phone for a few hours, threw it in my briefcase, and went to work. At work, I pulled it out of my briefcase, and it was totally bricked. I can guess what happened: they started the OTA update again; I got on the subway and lost reception in the middle of it; and now it won't boot -- it is just stuck on the recovery screen, where no buttons work (as has been described on other threads).

At the VZW store, they too were unable to fix it, and said they would have to sell me a new phone. Sell, not give. See, the phone is out of the one year warranty. And so even though the hardware is perfectly fine, and even though it was VZW's botched software update that bricked the phone, they don't think that they are responsible; they think I should have paid for insurance instead. Seriously? In addition to the extra money VZW charges over their competitors, now I have to carry insurance against the possibilty that they will do something to damage the phone?

The amusing part of the whole situation was when the VZW tech tried to tell me that it was my fault for not accepting the OTA update in the first place; apparently, he believes, although they screen offers you a chance to postpone the update, it is your fault if you do that and your phone bricks 4 hours later.

The silver lining in this is that I own two Fascinate phones, one of which (the one that still works....) I have rooted and installed a custom ROM on, and so I expect that I will be able to get the other phone running again rather than buying a replacement. But clearly that's not an option for the vast majority of VZW customers; I can't believe that they are all {word filter avoidance} if their phone is more than a year old.

[Wildman]

Sorry to hear you having such a colorful situation with Verizon because in my opinion they are superiour over Sprint any day, but that is my thought...

Since it is clear that the device is out under warrenty any longer the method you spoke of would be the wiser way to go because it should get you back up and going again with no issues...  Also the insurance pays off under situations like this and I wont have a device without it but once again that is just me...

Hope you get everything worked out...

[Tidbits]

The ONLY time a Samsung device is bricked...  If you can't get into download mode.  If you can get into that then it can be saved.  You should know though...  Your other one has been rooted.

[Elitist_Jerk]

Tough break, but why are you so upset with verizon? If you are outside of the year warranty you might be able to talk to samsung to see if they can put the software on your phone for you

When you say your phone is bricked what do you mean, more details needed

[klflote]

Why am I upset with Verizon? Because they are the ones who sent the update to the phone that led to its being bricked. If the update hadn't come at a time when the phone was about to leave a service area, I'd probably have been luckier; it's why software updates should always be pulled, not pushed. And if the phone is out of warranty and therefore they feel they have no responsibility for it any more, then they shouldn't be updating its software, particularly without my consent. In what world is this situation not their fault?

I don't want to get into a long discussion of what bricked means, is it actually bricked, or what -- you can read the other threads with bricked in the title to see a description. Yes, because I am technical enough to understand the software, I can fix it, so the literal meaning of bricked may not apply. But for an ordinary user, and for the "technical" support people at Verizon who were actually unable to fix it, it is bricked.

[Tidbits]

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klflote wrote:

Why am I upset with Verizon? Because they are the ones who sent the update to the phone that led to its being bricked. If the update hadn't come at a time when the phone was about to leave a service area, I'd probably have been luckier; it's why software updates should always be pulled, not pushed. And if the phone is out of warranty and therefore they feel they have no responsibility for it any more, then they shouldn't be updating its software, particularly without my consent. In what world is this situation not their fault?

 You mean like the iPhone?  Should see the complaints about the iPhone and wanted the updates pushed for the longest time.  It is finally possible for the iPhone to do so with their latest update.  They can't make everyone happy can they?

I don't want to get into a long discussion of what bricked means, is it actually bricked, or what -- you can read the other threads with bricked in the title to see a description. Yes, because I am technical enough to understand the software, I can fix it, so the literal meaning of bricked may not apply. But for an ordinary user, and for the "technical" support people at Verizon who were actually unable to fix it, it is bricked.

So you didn't brick your device, and you just want to rant?  Which is it as I am confused and trying to figure out what you want.  

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[klflote]

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Tidbits wrote:

So you didn't brick your device, and you just want to rant?  Which is it as I am confused and trying to figure out what you want.  

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What I want is for Verizon to behave like a responsible company and take responsibility for their software updates, and when their software updates render a phone unusable, to remedy the situation.

I understand that you disagree -- that you feel it is perfectly acceptable for them either to require that I carry insurance to protect against their actions, or that I possess a level of techinical expertise that is greater than their own technical support department, who couldn't get the phone working. The fact that I can get my phone working doesn't really help the majority of people who will experience this problem and what I would like is for Verizon to change their policies so that these people are taken care of.

So I'm sorry if my criticism came off merely as a rant; given the time I had to waste to get the phone working again (not to mention the time without a phone), I will admit to being angry and letting that color my posting. So let me rephrase: Dear Verizon representatives who read this board, Please change this completely unfair policy whereby I am responsible for paying for or fixing problems on the phone that you sold me after you, doubtless with all good intentions, sent a buggy software update that caused the phone to be inoperable, even when services by your own technical representatives.

[thornbe]

Were you able to fix the Fascinate yourself?  Corp. VZW store could not fix mine, but I was able to in less than 10 min. after some searching.

- Tim

[Tanstai]

I totally agree that its Verizon's fault.  

They've released an update that kills phones, they can't fix it, and they won't ackknowledge it! Of course its their fault.  Why should you buy insurance to protect yourself from them breaking your phone? That's a mob tactic, and illegal..."We would't be destroying your shop, if you'd just bought insurance..."

[Tidbits]

To tell you what I have told people before. Take it up with manufacturers and people crying about their devices not working properly. Manufacturers have to submit an update prior to any testing to be done. People cry and complain to wits end why it's taking so long. Regardless of how Verizon does it they can't make everyone happy.

[Tidbits]

It wouldn't matter what carrier FYI. It's up to the manufacturers to honor warranties and updates.

[Tanstai]

Why would the manufacturer honor an update? At least one from Verizon...  they're the ones adding all their own personalized crap, and disabling other things to try and force us to use their products. I'm pretty sure it was Samsung that withheld froyo from V users for forever and a day, while everyone else was getting it.

[Tidbits]

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Tanstai wrote:

Why would the manufacturer honor an update? At least one from Verizon...  they're the ones adding all their own personalized crap, and disabling other things to try and force us to use their products. I'm pretty sure it was Samsung that withheld froyo from V users for forever and a day, while everyone else was getting it.

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I feel sorry for you people who think like this. There is an agreement in place. There is laws protecting consumers. If you place misdirected blame on the wrong person nothing will get done. See Vibrant as a perfect example. They stopped blaming T-Mobile and things started rolling when all the attention went to Samsung. The fcc got involved and shortly there after they got their 2.2 update. Albiet you can tell it was rushed at the source. Samsung has been KNOWN to be slacking on the update department since their first Android phone the Behold 2.