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"We welcome your complaints and concerns. Please use the www.fcc.gov/complaints Website as this is the most expedient way to file a complaint. After doing so, we will assign an FCC Agent to your complaint. It is the goal of the FCC Agent to work with Verizon to establish some kind of resolution."
And so went my conversation with the FCC today regarding these "irregular", "illegal", "useless", "annoying" and other such-defined complaints that we have all been told "aren't worth filing".
The FCC said that all complaints are considered "real" and that all are assigned to FCC Agents. The FCC Agent then contacts Verizon to try to find a solution - then brings the customer into the loop to see that either (A) the problem is solved, or (B) the customer decides to escalate because they do not feel that the problem is solved.
"Escalate" was a fresh option so I asked my Rep to explain. I was told that if you are not satisfied with what the Verizon Rep tells you during their call, that you can contact the FCC and ask for a Mediation Specialist to step in. This request must be made in writing, must include your complaint number, and must be sent via mail or fax. A request for mediation is an aggressive step, therefore the FCC can no longer receive electronic correspondence regarding the complaint. This sounded extremely "official" - making the request in writing, etc. - but a legitimate option nonetheless as complaints in the past have gone nowhere with Verizon.
My FCC Rep was eager to know what my concerns with Verizon were and confirmed that they were legitimate complaints. She also said that since the Verizon Customer Contract could come into play during mediation, that they always suggest that the consumer's State Attorney's Office receives communication about the complaint as well. I was told that the State Attorney's Office would take a serious look at the complaint - especially after seeing that I took the time to go through the FCC complaint process and that I am asking for mediation.
I planned on going to the State Attorney's Office with a pile of paperwork after this round of complaints, but the whole idea about FCC mediation may accomplish the goal of getting someone to pay attention at Verizon. It may accomplish something simple like a documented public update schedule for Windows Phones from Verizon (as has been discussed out here in the past), or it may be something big like a resolution that involves Microsoft working more closely with Verizon to participate in pre-release testing programs.
Do you have your 8.1 Cyan Update yet? Do you have a better plan to promote you getting your update (or future updates) faster? If you answered "no" to both, then please join me by filing your complaint. Feel free to ask for mediation when Verizon calls to ask how things are going and by all means, be sure to let your State Attorney's Office know as well. No one is looking to sue anyone. No one is looking for fees or fines. There is nothing illegal happening here that we are the whistleblowers on. Just looking for a change that benefits the paying customer when it comes to updating our Windows Phone devices. Please join me.
FCC Consumer Line: 1-888-225-5322
Federal Communications Commission
Consumer & Governmental Affairs Bureau
445 12th Street, SW
Washington, D.C. 20554
FAX: 1- 866-418-0232
FCC Complaints: File Complaint | FCC.gov
State Attorney's Offices throughout the US: NAAG | Current Attorneys General
Dude, you've been grinding on this issue for weeks!! Why don't you just get it over with and buy an iPhone? At least you'll get your updates when everybody else gets them - no involvement from Verizon. C'mon, you KNOW you want an iPhone. It's ok to admit it. You're among friends.
47seijar: Words of wisdom from a Nokia ICON owner. Why don't you tell us why YOU own an iPhone and ICON?
Aren't you glad you spent all that money on your ICON and now it's not getting an update? You must love the ICON because "something about it" drove you to pay twice what you did for your iPhone! I am empathetic. I know that this whole "no 8.1 Cyan" issue is killing you because you spend so much time out here trying to find out a release date.
Rumors are - Cyan hits the week of August 18th. But you know how rumors are - you're an Apple owner too!
PS: I do like the Verizon Forum Avatar update, too! The Rainbow Apple just wasn't you. And we're a lot more friendly out here on the Windows Phone Forum!
I'm sure that I WILL get the Cyan update, and fairly soon too. I'd rather Verizon take their time and get it right than push out some half-baked update that causes problems and potentially hoses my Icon. My Icon works great right now. What's the rush with this update anyway?
How about my new BlackBerry avatar? BlackBerry was my first love, and if Verizon gets the BlackBerry Passport I may go back. 10+ years with BlackBerrys makes it a tough habit to kick.
Yea, had a Blackberry too. Corporate issue - from side menu roller access, to track ball, to small touch square. Corporate went to iPhones, but I didn't want an app-launcher. Got a Corporate Plan with my Windows Phone, but I have to pay it then get the expense reimbursed.
I've was using the Cyan update for many months on one of my company phones that we have to test our mobile apps on through the WP Developer Program. Cortana and the 8.1 features are awesome. Now running 8.1 GDR 1 on the same phone. Stable for 8 days now, and some cool updates in GDR 1 for creating folder tiles. Xbox Music has some nice updates in that release as well.
The Developer Program for Windows Phone is pretty good. Below is some info about getting on board. Something to do until Verizon releases Cyan. Just make sure you back up your phone prior to joining and running the updates. There remains a slight chance that you may have to restore back to 8 before loading Cyan.
I'm running the PfD8.1 on my Icon and love it. I think WP's people hub is the best implementation of contacts management in the mobile game. Likewise, BlackBerry's message hub is the best implementation of messaging. And BB10 is finally starting to live up to it's potential. Running Android apps natively is a help too.
The most brilliant thing about WP8.1 on my Icon though is how it operates when connected to my car via bluetooth. The option to "read", "ignore", or "respond" to messages as they arrive is awesome. Cortana blows Siri away. Looks like Microsoft finally took a page out of Apple's playbook. Jobs said, "You don't have to be first in a space, as long as you're the best."
I just got off the phone with verizon second level tech person. She said Window Phone 8.1 update has been rolled out to 62% of Windows Phone Verizon customers. I am checking it everyday, I havent received anything yet, I guess I am in remaining 38%.@MadDogFL62
They are lying to you....
If WP 8.1 was rolling out to devices I guarantee you WPCentral would be reporting on this or members on their forums. In fact WPCentral is reporting that AT&T is reportedly just started rolling out the update to the Lumia 1020.
Also this page, Availability in North America - Nokia would have reflected that it was available; sometimes a day or two behind reporting availability.
MadDogFL62 something to add to you FCC case that customer service blatantly lied about the roll out to their customers
primortal, lets assume for a second they are lying. now think logically and tell me a reason why would the person on the phone would have lied about this? What would she get out of it? What would have prompted her to say 62% instead of lets say 30% or 40%? She could have very well said any number right?
Another possibility is all agents are told to lie about it, I.e someone higher up in CS dept told all agents to to lie about it, in that case, they would have an internal record with that communication and do you understand the legal implications if that every gets leaked out?
In any case, I wouldn't call someone a liar without proof.
In the worst case, I think here is what could have happened.
1. Her internal systems showed that 62% customers are already upgraded - This could be due to people upgrading their own through dev channel?
2. She might have misunderstood windows phone 8.1 update and provided me number for some completely irrelavent update
From a customer service perspective they have metrics on how many calls answered and out of those calls how many have been closed and those remaining open/unanswered. It's in their best interest to close all requests vs. having ones open.
The proof is no one is getting Windows Phone 8.1 + Cyan from VZW at the moment. It would be reported on various web sites that VZW has started pushing out the update.
I might have been harsh in say the CS lies; maybe she miss understood the question. Maybe 62% of the install base is customers with the Developers Preview installed which does not include the firmware upgrade; though that is not coming from VZW but from Microsoft. Splitting hairs...
So she is either a) confused with the WP 8.1+Cyan and DP WP 8.1 or b) Higher ups pushed that script down to placate customers....