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How Much more
racewife26
Member

So I bought the Samsung Fascinate in Feb-March of this year. I had no problems until the last update then I started having issues with my phone. Then I started a new job in Sept and commute to work. I had no problems until about 2-3 weeks ago. Then all of a sudden my phone started dropping calls really bad. I called verizon who then had me do some thing to update my phone on the network which made thing better for all of about a day. I called again and was told that the error message that it showed was due to my phone not the network so I was send a refurbished phone. SO  I activated that phone and once again same problems. So once again I called Verizon and was told my phone was DOA so I was sent yet another refurbished phone. I activated the third phone yesterday only to have the same problem again. So last night I called  Verizon once again and now I am being told that I have to submit a trouble ticket and wait 3-5 days for someone to call me and tell me if it is a Network issue or once again my phone. I am so fed up I am honestly thinking about leaving Verizon. Not only does my calls drop EVERYDAY but now my third phone has such a delay when you try to open any thing it takes like 5-10 seconds before it opens. I am tired of the Samsung Fascinate and the fact that obviously since it is no longer sold and Verizon knows there are problems with the phone yet they will only offer you another Samsung Fascinate or to purchase a phone at full cost. Why should I have to do that because their phone is the one with the problem and is less than a year old. Either someone step up to the plate and help me from Verizon or I will look  for other service. 

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Re: How Much more
NuDroidUsrr
Sr. Member

racewife26 wrote:

So I bought the Samsung Fascinate in Feb-March of this year. I had no problems until the last update then I started having issues with my phone. Then I started a new job in Sept and commute to work. I had no problems until about 2-3 weeks ago. Then all of a sudden my phone started dropping calls really bad. I called verizon who then had me do some thing to update my phone on the network which made thing better for all of about a day. I called again and was told that the error message that it showed was due to my phone not the network so I was send a refurbished phone. SO  I activated that phone and once again same problems. So once again I called Verizon and was told my phone was DOA so I was sent yet another refurbished phone. I activated the third phone yesterday only to have the same problem again. So last night I called  Verizon once again and now I am being told that I have to submit a trouble ticket and wait 3-5 days for someone to call me and tell me if it is a Network issue or once again my phone. I am so fed up I am honestly thinking about leaving Verizon. Not only does my calls drop EVERYDAY but now my third phone has such a delay when you try to open any thing it takes like 5-10 seconds before it opens. I am tired of the Samsung Fascinate and the fact that obviously since it is no longer sold and Verizon knows there are problems with the phone yet they will only offer you another Samsung Fascinate or to purchase a phone at full cost. Why should I have to do that because their phone is the one with the problem and is less than a year old. Either someone step up to the plate and help me from Verizon or I will look  for other service. 


  Is there something that the Community can help you with then?

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Re: How Much more
racewife26
Member

I dont know is there? I am not the only one who obviously has had or is having problems with the Samsung Fascinate but yet that seems to be the only solution Verizon has is to send its customers more broken phones.

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Re: How Much more
NuDroidUsrr
Sr. Member

racewife26 wrote:

I dont know is there? I am not the only one who obviously has had or is having problems with the Samsung Fascinate but yet that seems to be the only solution Verizon has is to send its customers more broken phones.


  The only thing I can tell you is to keep bugging them... What do you use the phone for, and what is important? I got better service when I threatened to drop all of my data plans on all of my lines and just activate dumb phones, and be done with it. It is surprising how fast you get a resonse from Customer Service when you tell them that they will be losing money.

  Are you dropping calls in certain areas? Is there something that can show as a pattern? My daughter's Fascinate was missing text messages, but they seem to be only when she was in certain areas. I had her do a *228 option 2 (Update roaming) when she was in that area, and it has seemed to fix her problem.

 

  As far as sending out refurbished phones, it is the policy they have. The sent me a refurb after mine whould not check for updates (I would get the "Server unavailable" message) and once I activated it, I have not had a problem since, and it has been 6-8 months. I am not saying I agree with the policy, but it is what it is, and I knew it when I bought the phone.

 

  I tend to think most of these issues that this phone has is due ot the network as I have seen more people complain when Verizon announces that they have network problems. There was just something a couple weeks ago, so I don't know if that is part of the problems you have been having or not. A customer support rep once told me to dial *** SEND right after having a missed call or after a dropped call, and they can search your call records for that call, and look at the records right before it to possibly see where the issue is.

 

  If it were me, like I said earlier, I would just keep calling them, document the issues on when you call, what the resolution was, and who it was you talked to,  and keep elevating the problem.

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Re: How Much more
racewife26
Member

Ya I have been pressing what the told me was ### send every time I have the issue which I have been doing which they have tracked that I have dropped 13 calls in a two week period. Which is amazing since it always happens when I am either coming to or leaving work. I only work Monday-Friday.  I understand the policy of refurbished phones I worked at AT&T in the past. I have threatened but nobody seems to care now I am waiting for them to look at the network where my problems are to see if it is the network not the phone which is funny cause in the past it has always been the phone.

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Re: How Much more
Not applicable

Racewife26, thank you for sharing your concerns with the community. I understand your frustration over having several different devices. Have you heard back about your trouble ticket? The reason a trouble ticket was submitted to investigate possible network issues is because you have had 3 different devices experiencing this issue in the same location where it did not occur previously. If this were an issue with the Fascinate, then you would have issues all over or they would have started when you first got the phone.

 

Also, since the issue just started 2 weeks ago and there were no software updates in the last 2 weeks, this indicates there is some issue in the area. Either way, our network technicians will tell us the best course of action from here. 

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Re: How Much more
racewife26
Member

Yes I did hear back from the Trouble Ticket which gave me no helpful information. I was told that it was a problem in the area and to go outside of the house when making a phone call. That is pretty hard to do since I told the verizon tech that this occurs when I am driving home so it is not possible to step outside of a house. I am seriously fed up with Verizon. And no this does happen in more than one location. Also my husband who also has verizon has more service in areas then what I have and our phones were bought the same day the only difference is that he got a Droid and I got a samsung.

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