So here is my story
I purchased an HTC touch pro 2 last year, i bought it before it hit the US markets so i paid a load of money for it. No problem, i love the phones, and i Paid like $700 for the Touch HD when it dropped in England but the lack of the keyboard ended with me selling it.
So i get this phone from a guy that says its direct from HTC its in an exclusive white box blah blah blah right.
Get the phone and all is well, new roms are dropping and i have WM 6.1 on my phone (weak!) so being that i have a MAC computer i cannot do anything to update the phone with out buying a load of software and putting XP on my computer (nope!).
So i go to the HTC website and the update is there and it asks for the serial number, well i put it in and it wont recognize it, hmmm. So long story intro short, i mail it to HTC for an upgrade and maybe check out the loose hinge on the tilting screen.
They receive my phone, and my phone sits on the shelf at the warehouse for 5 DAYS!!!
I call and every time i get the same story, "well mr miller we will escalate this so that it gets taken care of right away sir." I called 3 times and it was never touched. Finally on the 3rd time they tell me, well this is a sample phone, one we gave to employees before it hit the market, so there is no warranty, and we cannot upgrade it, and where did YOU get this phone. Ummm i paid for it, out in the open on Ebay, not out of the trunk of some guys car outside the pool hall.
Anyway they wont fix it, i have no warranty and thats that, ok fine whatever give my phone back, this was on Monday (April 5th) of this week. So the phone is to be sent back to me per HTC on Monday.
Call on Tuesday to get the tracking number so i can see when it will arrive because i am out a lot, and they say it is still in the warehouse.
I call back on Wednesday to get the tracking number so that i can see when it will arrive because i am out a lot, and they say it is STILL in the warehouse.
I call back on Thursday to get the tracking number so i can see when it will arrive...... etc etc.
The rep then tells me there are no notes in the system and it has not even been started for ship out.
But she is going to escalate it so that it gets sent out ASAP Mr. Miller.
Lord not this escalate crap again.
OK BYE!
I call today Friday to get the tracking number, and its the supervisor i spoke with days ago that knows AAAAALL about my case.
Well Mr. Miller the phone is still sitting on the shelf in our warehouse/
WTF for a week+?!?!
It had been determined last WEEK that they were not going to repair it and were going to send it back.
So my phone has been held hostage by HTC and they wont send it back, no one will do anything to get me over to someone in the warehouse, they act as if its Area 57 or something and they dont have phones there.
So needless to say am very VERY disappointed in the treatment I have received and it is very likely that I will not purchase another HTC phone again after this nightmare.
Shame because i enjoy the phones, but i refuse to give my money to support a company that treats its clients in such a manner.
FYI
Area 51, by the way.
Perhaps you should purchase phones after they have hit common carriers instead of trying to blame your mistake on the company.
Sure, they could have sent your phone back to you a bit faster, but if you're unwise enough to purchase a phone off of eBay, you've got larger issues than your phone coming back to you. Besides, it was only there for a week? I've not had any such luck with HTC and having my personal cell held hostage. I guess it all goes back to buying a phone after it has hit the market...
If you ask me, you did it to yourself, Mr. Miller.
Delete double thread
Please read and respect rules
No double posting!!
Already posted here:
http://forum.xda-developers.com/showthread.php?t=661030
OK, so my brother has the HTC Evo, and he is having screen separation to the point where it is affecting day-to-day usage. There is extreme light-bleed and the touch screen flips out on occasion, requiring the device to be locked and unlocked. I have talked to a person that worked at a local store, and he said that it was acknowledged as a defect, and that they could exchange it for free (since he had the TEP). However, when we went today (had to unroot and turn S-On), a different employee said 1: He doesn't have the TEP, and 2: It isn't a defect. He said that I could pay $35 to exchange it for a different unit. However, the guy also said that the new unit would be a referb with no warranty from that store, just through HTC. So if it has the same issue, we would be out another $35.
So I am not sure what I can do. I checked my bill, and it does not have the TEP on that line, but I did ask for it when I activated the new line. I did, however, think of an idea, but I am not sure if it would work. I have TEP on my line. Would they be able to flip-flop the lines (I did this before), go to a different store, and try to exchange it with my TEP? Would they be able to tell that I had just switched the lines, and be able to deny me because of that?
Any ideas would be great. I don't want my brother to be stuck without a phone for a while. If all else fails, I am probably going to switch phones with him and let him keep my phone until I get an upgrade. He uses his phone a heck of a lot more than me, and I don't want him to be completely screwed out of a phone.
I wanted to know if anyone else has had a similar situation that I am currently experiencing.
I bought an At&t branded S3 on craigslist about a month ago. The phone was in a box, sealed and had never been used. The phone worked fine and has worked fine until today, so about a month with no issues. This morning, I had no service so I called At&t and was told that the phone has been reported stolen and that the IMEI is no good. She suggested that maybe it was stolen from somebody's doorstep or from a mail truck. She said I am completely out of luck, which I understand and that is not the issue.. the issue is that I logged onto At&t's website to order a new phone, but before I did I noticed that there was a page saying my line is suspended/blocked.. but there was a button right next to it that said "reactivate service" .. so I clicked that, rebooted my phone and it has now worked fine for a few hours.
So if the At&t rep clearly saw that the phone was reported stolen and clearly told me that it has 'a bad IMEI'.. why was it so easy to get around this issue? Did At&t just implement this blocked stolen phone service or has it been going on for a while? Maybe they are just still working out glitches?
Wondering if I dodged a bullet here or if I should throw this thing on craigslist immediately and let someone else deal with it while the phone is still working normally.
jsalter85 said:
I wanted to know if anyone else has had a similar situation that I am currently experiencing.
I bought an At&t branded S3 on craigslist about a month ago. The phone was in a box, sealed and had never been used. The phone worked fine and has worked fine until today, so about a month with no issues. This morning, I had no service so I called At&t and was told that the phone has been reported stolen and that the IMEI is no good. She suggested that maybe it was stolen from somebody's doorstep or from a mail truck. She said I am completely out of luck, which I understand and that is not the issue.. the issue is that I logged onto At&t's website to order a new phone, but before I did I noticed that there was a page saying my line is suspended/blocked.. but there was a button right next to it that said "reactivate service" .. so I clicked that, rebooted my phone and it has now worked fine for a few hours.
So if the At&t rep clearly saw that the phone was reported stolen and clearly told me that it has 'a bad IMEI'.. why was it so easy to get around this issue? Did At&t just implement this blocked stolen phone service or has it been going on for a while? Maybe they are just still working out glitches?
Wondering if I dodged a bullet here or if I should throw this thing on craigslist immediately and let someone else deal with it while the phone is still working normally.
Click to expand...
Click to collapse
Sounds like the guy sold it to you, then reported it stolen for insurance purposes. This is why I will not buy any more phones from Clist. He reported it stolen and got a new one after you already paid him for his old one. He made some serious money from it.
I have no idea why yours worked after you did that. It wasn't supposed to. You should not sell it on clist because that is exactly what you are dealing with. If you know it has been reported stolen then you know that when you sell it to someone else they will have the same issue. You don't want to deal with it so why would you do that to someone else?????
Actually... buying a phone from someone on Craigslist isn't a bad idea. So long as you insist on actually completing the deal at your carrier's brick & mortar store location where someone employed by your carrier can witness the sale of the phone, both phone and money changing hands. Then there is something to reference should the moron try to play the "stolen phone" game.
And it didn't necessarily even have to be a phone he stole from someone else. Pretty sure he could have just ordered it online, either paying the full price or carrier-discounted price, and sold it to you without ever opening it. Downside to having the IMEI number printed on a label on the outside of the box. You know the code used to identify that phone no matter where it is in the world without ever actually seeing the phone.
The below is long but I wanted to provide all the details of my last Verizon Customer Support issue and how I resolved them
VZW messed me up last year. My son had an M7 that was purchased new in 2012 under the subsidy for a 2 year contract extension. When he was eligible for an upgrade I took it to the nearest VZW store and I got the M8 using his upgrade. They asked me if I wanted Edge on the new M8 and since I change phones often, I went on Edge.
Unknown to me at that time they had done the upgrade wrong. They should have simply upgraded the M7 to the M8 on my son's number then switched the phone to my number. Easily done as I have done it many time before. Instead, they put both my son's M7 and my M8 on Edge. The only saving grace was they were not charging anything monthly for the M7
After getting my M9 I realized no return label was sent with the M9. After several days of phone calls I was told to go to my local VZW store to return it. That is 25 miles away but I drove over anyway as I wanted to ensure the M8 went back.I I waited for 20 minutes for someone to help me (even though 4-5 employees were milling about BS'ing) and was told "We can't take it back in store if you ordered online". I was LIVID. Another 2 calls to VZW and I was able to get a return label.
Then I went to get my son's phone on Edge. The CSR told me to go to the local store. I told her they were jerks and would give me a hard time as it said my son was not eligible to Edge up until 2016! They called the store and cleared it all up, supposedly.
By this time I was so angry, I sent a nice email from my company email (I'm an exec in a large insurance company) to the president of my VZW in my region. I explained my entire saga and provided my account number and contact number. I then headed off the VZW store. Again, they took my name when I walked in and there were 2 people being helped and 4 employees milling around. No biggie, my son needed time to pick out his new phone. 20 minutes later he decided on the S6 Edge. It took another 10 minutes for someone to approach us. I explained the issue and gave him the M7 to return. This is where the fun starts....
He looks at the phone and says "Does this even charge?" My son said "Yes, it charges fine". There were a few minor cosmetic scratches on the bottom but the back, and glass were PERFECT. It had been in an Otterbox with a MIME protector on it. It was also only about 6 weeks old as the original stopped charging and it was replaced under Assurion protection with a refurb phone. Most likely, the minor scratches on the bottom were there as my son is VERY careful with is phone. The VZW salesman, let's just called him "jerk", says "I doubt we can take this". I explained the situation and even provided the receipt when I paid 199 for the phone back in 2012 and technically, I should not even have to return it.
He disappeared for about 15 minutes and then I got a call from Verizon Executive Support concerning my email to the NE regional president. My son looked all scared as the jerk came out and told him "There is no way your getting a new phone today!". My 17 year old looked and me and I said "Don't worry Mike, we are walking out of here with a new phone!". The jerk looked me straight in the eye and said "No, you won't". I had the phone on speaker so the VZW executive support could hear. She then asked me which store I was at and I asked the jerk for the store number. "Why do you want that?" I said "Because I'm on the phone with VZW Corporate Executive Support" he said "Sure you are, our store number is xxxxxx". She overheard this whole exchange.
The Executive support put me on hold and said she was going to call the store manager. Within 10 minutes the manager was RUNNING out of the back shaking my hand and telling me how sorry he was. I told him that the jerk needed some serious coaching on this customer service skills and that he needs to dress more appropriately (High top expensive basketball shoes wide open, shirt 1/2 tucked in and 1/2 out), While he is kissing my a*s, Verizon Executive supports calls to say, I needed to return the M7, I would get an S6 Edge and she would not only credit me for the 199 but give me another M8 as I DID NOT have to return the M8 which is why I never got a return label!
I then said I was not really even happy with the M9 as the Camera was still weak and there were no major differences between the M8 and M9. So she told me to upgrade to whatever phone I wanted and just give the manager the M9 as it was only 10 days ago when I bought it. She even waived the 35 restocking fee. I thanked her and she sent me a text with her name and direct number.
I told the jerk to simply activate the phones and not do anything else. "I can transfer all your stuff". I said "Nope, already taken care of, just please activate both phones and let me get out of here". He didn't say another word until he handed me the bag with the phones and with a disgusted looks said "Have a nice day" I responded "You too and as I walked away I turned back at him and said "I told you!"
So now my son as an S6 Edge, I have a Note Edge, I gave my wife the new M8 to replace her old M7 and the M7 is going up on eBay now.
The point to this story is when you are treated poorly, you don't have to throw up your hands. Do some research, find someone in the C-Suite of a company and send a very nice email. All you need to is fine the naming convention and the domain. Since all public company's must list their executives, getting their email is usually pretty easy if you are at all Internet savvy. Don't ever pay money for these addresses. You can find them for free. C-Suite executives almost always have high level CSR's that can do almost anything for you. I have used this so many times and the only time it didn't work was with Comcast. No matter who I sent an email to they never had anyone follow up. Guess what, Comcast is gone and will never be in any of my homes again, EVER.
Glad to hear everything was taken care of. The Verizon store I go to has taken pretty good care of me.
Mike,
Excellent to hear that you have your phone issue resolved. Sorry to hear that you had to move from the M9... but now that you have used both: how do they compare?
I had the messaging error 65535 class 3 and had to reset my phone (M9). The Tier 2 support agent monitored my phone hit 115 degrees and had me power it off. We then reset it again and it did it again... he said to go to a corporate store and exchange it. The exchange went smooth; they started off saying, "I don't know if we can exchange it, no gold," etc... . With much less headache, I am on my second M9. (I have the Silver...)
Daniel
Mike02z said:
The below is long but I wanted to provide all the details of my last Verizon Customer Support issue and how I resolved them
VZW messed me up last year. My son had an M7 that was purchased new in 2012 under the subsidy for a 2 year contract extension. When he was eligible for an upgrade I took it to the nearest VZW store and I got the M8 using his upgrade. They asked me if I wanted Edge on the new M8 and since I change phones often, I went on Edge.
Unknown to me at that time they had done the upgrade wrong. They should have simply upgraded the M7 to the M8 on my son's number then switched the phone to my number. Easily done as I have done it many time before. Instead, they put both my son's M7 and my M8 on Edge. The only saving grace was they were not charging anything monthly for the M7
After getting my M9 I realized no return label was sent with the M9. After several days of phone calls I was told to go to my local VZW store to return it. That is 25 miles away but I drove over anyway as I wanted to ensure the M8 went back.I I waited for 20 minutes for someone to help me (even though 4-5 employees were milling about BS'ing) and was told "We can't take it back in store if you ordered online". I was LIVID. Another 2 calls to VZW and I was able to get a return label.
Then I went to get my son's phone on Edge. The CSR told me to go to the local store. I told her they were jerks and would give me a hard time as it said my son was not eligible to Edge up until 2016! They called the store and cleared it all up, supposedly.
By this time I was so angry, I sent a nice email from my company email (I'm an exec in a large insurance company) to the president of my VZW in my region. I explained my entire saga and provided my account number and contact number. I then headed off the VZW store. Again, they took my name when I walked in and there were 2 people being helped and 4 employees milling around. No biggie, my son needed time to pick out his new phone. 20 minutes later he decided on the S6 Edge. It took another 10 minutes for someone to approach us. I explained the issue and gave him the M7 to return. This is where the fun starts....
He looks at the phone and says "Does this even charge?" My son said "Yes, it charges fine". There were a few minor cosmetic scratches on the bottom but the back, and glass were PERFECT. It had been in an Otterbox with a MIME protector on it. It was also only about 6 weeks old as the original stopped charging and it was replaced under Assurion protection with a refurb phone. Most likely, the minor scratches on the bottom were there as my son is VERY careful with is phone. The VZW salesman, let's just called him "jerk", says "I doubt we can take this". I explained the situation and even provided the receipt when I paid 199 for the phone back in 2012 and technically, I should not even have to return it.
He disappeared for about 15 minutes and then I got a call from Verizon Executive Support concerning my email to the NE regional president. My son looked all scared as the jerk came out and told him "There is no way your getting a new phone today!". My 17 year old looked and me and I said "Don't worry Mike, we are walking out of here with a new phone!". The jerk looked me straight in the eye and said "No, you won't". I had the phone on speaker so the VZW executive support could hear. She then asked me which store I was at and I asked the jerk for the store number. "Why do you want that?" I said "Because I'm on the phone with VZW Corporate Executive Support" he said "Sure you are, our store number is xxxxxx". She overheard this whole exchange.
The Executive support put me on hold and said she was going to call the store manager. Within 10 minutes the manager was RUNNING out of the back shaking my hand and telling me how sorry he was. I told him that the jerk needed some serious coaching on this customer service skills and that he needs to dress more appropriately (High top expensive basketball shoes wide open, shirt 1/2 tucked in and 1/2 out), While he is kissing my a*s, Verizon Executive supports calls to say, I needed to return the M7, I would get an S6 Edge and she would not only credit me for the 199 but give me another M8 as I DID NOT have to return the M8 which is why I never got a return label!
I then said I was not really even happy with the M9 as the Camera was still weak and there were no major differences between the M8 and M9. So she told me to upgrade to whatever phone I wanted and just give the manager the M9 as it was only 10 days ago when I bought it. She even waived the 35 restocking fee. I thanked her and she sent me a text with her name and direct number.
I told the jerk to simply activate the phones and not do anything else. "I can transfer all your stuff". I said "Nope, already taken care of, just please activate both phones and let me get out of here". He didn't say another word until he handed me the bag with the phones and with a disgusted looks said "Have a nice day" I responded "You too and as I walked away I turned back at him and said "I told you!"
So now my son as an S6 Edge, I have a Note Edge, I gave my wife the new M8 to replace her old M7 and the M7 is going up on eBay now.
The point to this story is when you are treated poorly, you don't have to throw up your hands. Do some research, find someone in the C-Suite of a company and send a very nice email. All you need to is fine the naming convention and the domain. Since all public company's must list their executives, getting their email is usually pretty easy if you are at all Internet savvy. Don't ever pay money for these addresses. You can find them for free. C-Suite executives almost always have high level CSR's that can do almost anything for you. I have used this so many times and the only time it didn't work was with Comcast. No matter who I sent an email to they never had anyone follow up. Guess what, Comcast is gone and will never be in any of my homes again, EVER.
Click to expand...
Click to collapse
.This is close to what happened to me. I got on VZW chat and asked them a crap load of questions...like what port in required meant. and if i qualified, and etc etc. I told them what I wanted and they said I could do it. They said I could get $100 credit for recycling ANY smart phone...So I asked if a phone that WORKED and all buttons worked, but had a cracked screen would still qualify and he said as long as the phone is usable. So I took it into a VZW store to get the M9 and they told me I was wrong about EVERYTHING. I spent a total of 6 hours on chat (I assumed the wait times for all the replies were so they could get the right answer). I was so furious. They told me that I had to give them my M8 (which I got off contract from my sister) because I was upgrading early on edge. I told them that I could easily go to ATT and they will pay my 130 dollar cancellation fee and get the M9 from them. Then a Supervisor said that I can't get the 200 credit (100 for new edge activation, and 100 for recycling any smartphone), but she WOULD let me keep the M8 and upgrade early. I said lemme think about it. After thinking about it I was like nahhhhhh. SO I called. I immediately asked for a manager....the first level lady said well let me know what happened and what you're looking to happen and let me see if I can help. SO long story short she let me keep my M8, told me to get a cheap craigslist phone and she will give me a 100 credit for that. I said that isn't enough. I spent a total of 9 hours now, and I want you to get as close to that 200 credit as possible. SO she gave me 40 dollar account credit. So I got 140-used phone on craigslist. I have thought about going to the Note 4 but I probably wont because I don't think its worth a 100 dollars more.
Rezound qualifies for $100
Sent from my HTC6525LVW using XDA Premium 4 mobile app
Icyman said:
Rezound qualifies for $100
Sent from my HTC6525LVW using XDA Premium 4 mobile app
Click to expand...
Click to collapse
EVERY VZW Smartphone in "Good working condition" qualifies for $100. The M7 was $150, and M8 was $200. However, I didn't want to give them my HTC M8 for 200, when I could prob sell it for $250. I might still give VZW my M8 if it doesn't sell on Swappa in time. (I'm moving overseas).
danblade said:
Mike,
Excellent to hear that you have your phone issue resolved. Sorry to hear that you had to move from the M9... but now that you have used both: how do they compare?
Click to expand...
Click to collapse
Thanks Dan!
Now that I have had the Note Edge for 3 days, I like it a lot. The camera is FAR superior to the the M9. Perfromance is pretty close. The M9 has an Octo core processer with 4 running at 1.5 and 4 running at 2.0. The Note Edge has a Quad core proc but runs at 2.7 Ghz.
I like that I can swap batteries in the Note Edge and I like the Gear S watch which I also purchased. I like the bigger screen of the Edge as well as the edge functionality.
All that being said, there was really NOTHING wrong with my M9. It was fast but it's not really fair to compare directly to Note as they are really different animals. The only real comparison is with the Camera. The Edge Camera BLOWS AWAY the M9 camera but a firmware patch may address the M9 camera issues.
I do suspect it will be much more difficult to get root for the Note Edge but I've come to realize that I'm just a crack flasher and spend a TON of time just flashing ROM's and very rarely gain anything.
One other negative for the Note Edge is it is still running 4.4.4 where the M9 runs Lollipop. I hear 5.0.1 is rolling out now for the Note Edge but knowing VZW, it will probably take 3 more months.
While I don't the M9 at the corporate store in Queens Center Mall,Queens NY. I had similar issues like you that is why because of those reps at that store I might never upgrade with verizon, and if I do I will never do it at any corp/3rd party store.
Originally posted by MikeO2z
"I do suspect it will be much more difficult to get root for the Note Edge but I've come to realize that I'm just a crack flasher and spend a TON of time just flashing ROM's and very rarely gain anything."
HAHA! I am feeling that too, Thanks for saying it!
Mike02z said:
Thanks Dan!
Now that I have had the Note Edge for 3 days, I like it a lot. The camera is FAR superior to the the M9. Perfromance is pretty close. The M9 has an Octo core processer with 4 running at 1.5 and 4 running at 2.0. The Note Edge has a Quad core proc but runs at 2.7 Ghz.
I like that I can swap batteries in the Note Edge and I like the Gear S watch which I also purchased. I like the bigger screen of the Edge as well as the edge functionality.
All that being said, there was really NOTHING wrong with my M9. It was fast but it's not really fair to compare directly to Note as they are really different animals. The only real comparison is with the Camera. The Edge Camera BLOWS AWAY the M9 camera but a firmware patch may address the M9 camera issues.
I do suspect it will be much more difficult to get root for the Note Edge but I've come to realize that I'm just a crack flasher and spend a TON of time just flashing ROM's and very rarely gain anything.
One other negative for the Note Edge is it is still running 4.4.4 where the M9 runs Lollipop. I hear 5.0.1 is rolling out now for the Note Edge but knowing VZW, it will probably take 3 more months.
Click to expand...
Click to collapse
Tbh, the Note 4 Camera is somewhat better then my M9, but I do think the M9 will get fixed eventually. But I think that it still wont perform as good as the cameras that have optical image stab. The G3 even took better pics. I was blown away when i saw my friends G3 when holding my M9 next to it. Saying that though, unless I get the G3, I won't have a better device. My opinion is that the Note Edge, S6, S6 Edge are far from better devices (overall) then the M9.
I don't see any problem stated in the first post... None, at all. You did not have edge on both, if you were not getting charged. It would have been cheaper short term and long to do edge if you had at the time 10 gigs, or now, 6 gigs of data. I also see no point in using your son's upgrade in the first place unless you simply always get the new phone and he gets the hand me downs, which edge makes irrelevant. In which case your line was still eligible for both 2 year or edge. Did you skip a whole paragraph of actual problem? Lots of confusion as to the reason you went to the store for an online order and why that was an issue in the first place.
If You skipped a paragraph about edging up and turning in the phone on your sons line instead of yours for whatever reason, then it all makes sense. Ask for a printed return label, send in. If a store took the edge-up turn in, then your account would have been charged a non-return fee since there is no link in the systems between self serve and in store. But in that case, then it seems you got mad for no reason at all and no blame with your carrier... Which would make no sense to blab on the internet about.
Mike02z said:
The below is long but I wanted to provide all the details of my last Verizon Customer Support issue and how I resolved them
VZW messed me up last year. My son had an M7 that was purchased new in 2012 under the subsidy for a 2 year contract extension. When he was eligible for an upgrade I took it to the nearest VZW store and I got the M8 using his upgrade. They asked me if I wanted Edge on the new M8 and since I change phones often, I went on Edge.
Unknown to me at that time they had done the upgrade wrong. They should have simply upgraded the M7 to the M8 on my son's number then switched the phone to my number. Easily done as I have done it many time before. Instead, they put both my son's M7 and my M8 on Edge. The only saving grace was they were not charging anything monthly for the M7
After getting my M9 I realized no return label was sent with the M9. After several days of phone calls I was told to go to my local VZW store to return it. That is 25 miles away but I drove over anyway as I wanted to ensure the M8 went back.I I waited for 20 minutes for someone to help me (even though 4-5 employees were milling about BS'ing) and was told "We can't take it back in store if you ordered online". I was LIVID. Another 2 calls to VZW and I was able to get a return label.
Then I went to get my son's phone on Edge. The CSR told me to go to the local store. I told her they were jerks and would give me a hard time as it said my son was not eligible to Edge up until 2016! They called the store and cleared it all up, supposedly.
By this time I was so angry, I sent a nice email from my company email (I'm an exec in a large insurance company) to the president of my VZW in my region. I explained my entire saga and provided my account number and contact number. I then headed off the VZW store. Again, they took my name when I walked in and there were 2 people being helped and 4 employees milling around. No biggie, my son needed time to pick out his new phone. 20 minutes later he decided on the S6 Edge. It took another 10 minutes for someone to approach us. I explained the issue and gave him the M7 to return. This is where the fun starts....
He looks at the phone and says "Does this even charge?" My son said "Yes, it charges fine". There were a few minor cosmetic scratches on the bottom but the back, and glass were PERFECT. It had been in an Otterbox with a MIME protector on it. It was also only about 6 weeks old as the original stopped charging and it was replaced under Assurion protection with a refurb phone. Most likely, the minor scratches on the bottom were there as my son is VERY careful with is phone. The VZW salesman, let's just called him "jerk", says "I doubt we can take this". I explained the situation and even provided the receipt when I paid 199 for the phone back in 2012 and technically, I should not even have to return it.
He disappeared for about 15 minutes and then I got a call from Verizon Executive Support concerning my email to the NE regional president. My son looked all scared as the jerk came out and told him "There is no way your getting a new phone today!". My 17 year old looked and me and I said "Don't worry Mike, we are walking out of here with a new phone!". The jerk looked me straight in the eye and said "No, you won't". I had the phone on speaker so the VZW executive support could hear. She then asked me which store I was at and I asked the jerk for the store number. "Why do you want that?" I said "Because I'm on the phone with VZW Corporate Executive Support" he said "Sure you are, our store number is xxxxxx". She overheard this whole exchange.
The Executive support put me on hold and said she was going to call the store manager. Within 10 minutes the manager was RUNNING out of the back shaking my hand and telling me how sorry he was. I told him that the jerk needed some serious coaching on this customer service skills and that he needs to dress more appropriately (High top expensive basketball shoes wide open, shirt 1/2 tucked in and 1/2 out), While he is kissing my a*s, Verizon Executive supports calls to say, I needed to return the M7, I would get an S6 Edge and she would not only credit me for the 199 but give me another M8 as I DID NOT have to return the M8 which is why I never got a return label!
I then said I was not really even happy with the M9 as the Camera was still weak and there were no major differences between the M8 and M9. So she told me to upgrade to whatever phone I wanted and just give the manager the M9 as it was only 10 days ago when I bought it. She even waived the 35 restocking fee. I thanked her and she sent me a text with her name and direct number.
I told the jerk to simply activate the phones and not do anything else. "I can transfer all your stuff". I said "Nope, already taken care of, just please activate both phones and let me get out of here". He didn't say another word until he handed me the bag with the phones and with a disgusted looks said "Have a nice day" I responded "You too and as I walked away I turned back at him and said "I told you!"
So now my son as an S6 Edge, I have a Note Edge, I gave my wife the new M8 to replace her old M7 and the M7 is going up on eBay now.
The point to this story is when you are treated poorly, you don't have to throw up your hands. Do some research, find someone in the C-Suite of a company and send a very nice email. All you need to is fine the naming convention and the domain. Since all public company's must list their executives, getting their email is usually pretty easy if you are at all Internet savvy. Don't ever pay money for these addresses. You can find them for free. C-Suite executives almost always have high level CSR's that can do almost anything for you. I have used this so many times and the only time it didn't work was with Comcast. No matter who I sent an email to they never had anyone follow up. Guess what, Comcast is gone and will never be in any of my homes again, EVER.
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Was this a corporate store? I'm a manager at Verizon and I would have fired that idiot right there.
seshaz said:
Was this a corporate store? I'm a manage at Verizon and I would have fired that idiot right there.
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Yes. It was a VZW Corporate store. I typically use the VZW Corporate srore near my second home. They are MUCH better but they did mess up my original M8.
Mike02z said:
Yes. It was a VZW Corporate store. I typically use the VZW Corporate srore near my second home. They are MUCH better but they did mess up my original M8.
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That's wild, not even sure how they were able to f it up that bad in the system lol. You must have got a super special rep
coolbluedab said:
I don't see any problem stated in the first post... None, at all. You did not have edge on both, if you were not getting charged. It would have been cheaper short term and long to do edge if you had at the time 10 gigs, or now, 6 gigs of data. I also see no point in using your son's upgrade in the first place unless you simply always get the new phone and he gets the hand me downs, which edge makes irrelevant. In which case your line was still eligible for both 2 year or edge. Did you skip a whole paragraph of actual problem? Lots of confusion as to the reason you went to the store for an online order and why that was an issue in the first place.
If You skipped a paragraph about edging up and turning in the phone on your sons line instead of yours for whatever reason, then it all makes sense. Ask for a printed return label, send in. If a store took the edge-up turn in, then your account would have been charged a non-return fee since there is no link in the systems between self serve and in store. But in that case, then it seems you got mad for no reason at all and no blame with your carrier... Which would make no sense to blab on the internet about.
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First, When I used my son's upgrade back in March of 2014 his phone SHOULD NOT have been put on Edge. It was a subsidized phone that was eligible for upgrade. I used his upgrade to get my M8 as he was happy with the M7. So he would not be eligible for an upgarde until 3/2016 BUT it said he was on Edge. After I used his upgrade, I went on Edge but that had nothing to do with his plan. I should have returned the M8 when I preordered the M9 but they did not send me a return shipping label. I was told to go into ANY Verizon corporate store and they would take it. I drove ~15 miles one way for no reason as the store said they could not take the phone back after being told that was the ONLY way to get the phone back.
Then I spent hours on the phone trying to send my M8 back BEFORE I got charged for it. The reason I never got a return label was they didn't want the M8 back. Even though on Edge. No idea why. I finally got a shipping label and retrned the M8 but was then told by Executive Customer Support there was no need to retrun it. They also said the original store made a mitake and while my son's phone had a new upgrade date of 3/2016, It should never have been out on Edge.
My beef was that I could not get a stratight answer from the CSR's at VZW. It was then that I sent an email to the regional preseident that covers my state. Why I got to upgrade my son's phone early was that they knew I had been told that I could upgrade that. They had the converstaions between me and the CSR's. While technically not eligible for an upgrade, they took the M7 back and let him go on Edge and returned my M8 and gave me a 199 bill credit for getting it wrong in the first place.
Yes, Edge is great for people like me who change phones every year but there was no Edge when we purchased the M7's and I had 5 in my family. No one likes to upgrade except me so I used to take all their upgrades as I'm the one who pays the bill but now Edge makes that a moot point.
When I went on the VZW web site it clearly stated that BOTH my son's line and mine WERE ON Edge even though I was not paying anything for the M7.
OK, so you have a beef with your closest Verizon store reps, and basically traded almost all your HTC One phones in and moved to Samsungs. (You have no M9 to speak of...) Why is this in the HTC One M9 Forum Section?
WorldOfJohnboy said:
OK, so you have a beef with your closest Verizon store reps, and basically traded almost all your HTC One phones in and moved to Samsungs. (You have no M9 to speak of...) Why is this in the HTC One M9 Forum Section?
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because he is trying to encourage us to switch our m9s for samsungs
Well here it goes, I was lucky enough not to pre order this device and was able to walk into Bestbuy and purchase one. Of course the night that I got my phone or night after with my luck I was getting out of my truck and totally forgot the phone was on my lap and jumped out, it hit my step on my truck and then landed on the gravel. Ended up cracking of course I posted about it when it happened so I jumped through hoops and called Asurion and filed a claim. They sent me a brand new device which is awesome so I sent the other phone back and was fine, well literally a day or so after the recall was announced. Being that it was fresh no one really knew what was going on so I let it be. I have requested my money back from Asurion since technically I paid for a claim that was never needed since they would have swapped the phone anyway which didn't fly because they said they couldn't get my original device back to me, Bestbuy said I can't do anything even though the phones brand new because the IMEI numbers don't match and Verizon is pointing at Bestbuy and Samsung. Asurion has told me that I can't do anything besides wait until they get devices to ship me out another one. It's been over twenty days and they claim it is still on backorder which I don't understand because all carriers have gotten devices to swap everyone out with. At this point I have no idea what to do, I like the device and I just want my replacement but at the same time I think it's taking them a little too long. Just looking for any suggestions ( besides wait ) lol. While I don't think my device has any battery issues and is okay I still don't feel comfortable when I go to charge it every night.
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
raduque said:
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
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Yeah mine falls under it and I got the beautiful notification that reminds me everytime I charge it too. Just been a nightmare lol
do you live near an official Samsung store? sounds like you have two options... deal with asurion or Samsung directly
Samsung has really been no help telling me to go to my carrier which tells me to go to asurion. They told me today they have no clue when they will have a device for me. They did offer a full refund but of course I have to jump through hoops. I have to pay the phone off in full with Verizon and send my receipt along with the phone back to asurion and I will get my money back in seven to ten days.
Talk to Verizon online and tell them to annotate your account for a swap. Walk into the store and explain them that what the online folks told you and say that your account has been annotated for a swap.
I did similar for mine as my replacement was having issues and Bestbuy would not take it back as they had none to give out. Initially I went between Samsung, Verizon and Bestbuy. Last resort, I called my credit card to help me out and they suggested to talk to the company to which the payments are being made. So I finally called verizon and walked them through the process (that Discover guys had explained me) and they then annotated my account.
My replacement was heating up and had terrible battery life.. Like 3 to 4 hours.. Charged it like 4-5 time.. Resetted it like 10 times.. Even filed a case with Samsung.. they wanted to send me the device for repair at my expense..
I can feel your pain Man.. dealing with all these nonsense. Just be persistant and things will fall in place..
Well surprisingly after yesterday's call to Asurion it must have either lit a fire under someone or it just happened that they received stock of them at 3am. I got a email saying they finally had some and to call, called this morning and it will be here sometime tomorrow. Scary part is I hope it's not a refurbished unit which I highly highly doubt but anything is possible. I was honestly getting impatient but at the same time, it was just frustrating not being able to get my replacement when it was available to everyone else. Like I said nothing is wrong with my device or i should say at least I don't think but there is always that what if factor and I don't like that. Especially now with there washer machines apparently catching fire too....