I purchased a htc windows 8x phone in january 2013.
In may, my phone went into a infinite looping cycle of powering on and off , right at the time when my telephone number was the main contact for coordinating two construction sites and I had a group of lawyers telling they would not be able to practice law if I could not coordinate the construction of one building with the sale of another. When I went to the Hollywood store, they were not sympathetic to my predicament and said if I did not want to pay they could not help me and connected me to customer service who after 30 minutes of talking with the person, we both established that there was no reason for the manager Illyana and Adrian to transfer me to the customer service line and walk away as the telephone support has no jurisdiction over the stores. Finally, another manager named George, came over to me and said he saw what happened and asked if he could help. Within less than 10 minutes, he ordered a replacement phone and instructed me to try to activate an older phone when I got home. Unfortunately activating an older phone was no help because it said it takes 24 hours for it to occur and my replacement was arriving the next day. I was so disgusted with the service I got, I contacted Rich, the regional manager of Los Angeles.
I got the replacement phone . We had a medical emergency at the house and I had to make several phone calls, the phone would not connect, would not register a call, or allow selections and other such quirky things so luckily I got someone else's phone to get through the crisis. I called the Hollywood Store, spoke with Tatiana and asked if Joey was there and Tatiana told me he had gone home. I asked if George was there and George told me he was going home in 15 minutes and said that I had to come into the store. I did
As I parked the car, I got a very important call from a medical doctor and was on the phone speaking with him as I walked to the verizon store which at the door I ended the phone call. I went directly to the service desk, surprisingly Joey was there along with Adrian and after describing what happened, Adrian looked at me like I was an idiot and said that my phone was in airplane mode and thats why it did not work. I refuted the point saying if that is true then how is it possible that I was just talking on the phone ?
Later, at home, I called Verizon technical support and the tech said that the phone was having a problem connecting to the service and he had me do several things one of them being keeping the wifi turned off permanently and only to use my cellular data which seems ridiculous as it gets expensive. A few days later, the phone started switching to displaying 'in call' rather than my saved contact name, and other annoying things like thinking I was in the state of Maine when I used the search despite having my location services on and it gave me directions from california to maine for a local hardware store.
I was hysterical in disbelief when the phone shut itself down in the middle of a call...it went all black and even though it was plugged into the wall, the little red battery light did not even light up. I called Verizon technical support and asked them what just happened? They could not say. I was on the phone from a landline with Verizon for over an hour when the phone just came back on. I was dismayed when the technical support told me their notes show I was in the store On Saturday the 10th of August and that my phone was not working because it was in airplane mode.
I explained to technical support that I was in the store on the 9th of August and actually left after the store closed. I pointed out that it would be very easy to prove this by matching my telephone usage call details and the surveilence videos at the store. I have no idea how my phone switched to airplane mode from the time I ended the call outside the store and walked to the service counter, maybe a freak thing. Again Joey explained to me that they have to recreate the problem in the store.
I was in absolute disbelief that yet another phone was acting up and said that it is improbable that 3 phones could be defective unless the replacements being sent to me are other people's defective returns whose issues had not been resolved or could it possibly be something in my area, around my house, that is interfering with my phone?
Technical support was great, I first spoke with Luis out of Florida, who offered me an early upgrade and gave me an option of two phones. I could not decide between the two and said I would have to call back. At this point my phone was still dead.
I decided which one to go with, called back and got the Arkansas support center, and the technician was excellent but unfortunately, he said he could not honor the early upgrade as his supervisor would not approve it and he could only offer me an alternate replacement where I would have to purchase the back and battery of the replacement phone and he would find these items on ebay if they did not have them. Being in shock that the 3rd phone was not working I asked the technician every possible question I could think of why 3 phones are having trouble. He said that he knew of no defective model issues with the phone but said, in his opinion, he thought all 3 phones had issues with the battery, it ability to hold a charge. He attributed the current blackout of my phone to this saying if the phone heats up it has a security mechanism where the phone will shut itself off. The phone call ended with him recommending me to take Luis's offer. He said both he and a customer support person sent an internetwork message to Luis to contact me today. He has not.
After all is said and done, because of the airplane mode comment, both Joey and the Arkansas tech told me that Verizon will chalk this issue up to "user issues" meaning I am stuck with this.
Plus, each person I have dealt with has said that they are not aware of the problem I am reporting but when I checked this site and other sites for the Windows HTC 8x phone, I have read several other users having the same complaints as mine and wonder why no one besides me and the other users are aware of this.
This has been an absolute nightmare due to the circumstantial timing when the phones went out, the inconsistencies of Verizon's policies, that the telephone support technicians who can diagnose and see the phone's problem have no jurisdiction over the stores and the stores say they have to see the phone malfunctioning combined with the misinformation at the stores.
I am so tired of all this. The take it or leave it this is what I will offer you based on my experience which differs from store to store ,manager to manager, support center to support center, is annoying. The aggravation I have had to experience and stress from this situation is not even considered.
I just want a phone that has the features of mine to work consistently. I have not used any features on this model of phone since the first one was replaced eliminating the possibility that it could be an app, and got both a new cord and charger adapter.
I could call technical support and see what support center I get and what that supervisor will approve, I could go back to the Hollywood store and see what I get there, or I could .....
Not consistent options. So I decided to post my grievances here.
I highly recommend the Nokia Lumia 928. I'm a former BlackBerry and iPhone user, and I'm also a lifelong Mac user. For me to recommend the Lumia says a lot.
I am very happy to report that Verizon heard my grievances and allowed me to do an early upgrade and I did and I am the happy proud owner of a Samsung Galaxy Note 2. Thank you..Verizon.!