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.
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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
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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?
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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.
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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.
Click to expand...
Click to collapse
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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Click to collapse
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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Click to collapse
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.
Click to expand...
Click to collapse
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
Related
I've heard the rumors... T-Mo's customer service is legendary. They're the best in the game. Everyone says so!!
Rewind: October 2007. I was a Sprint customer. After 3 years of hell with Nextel, no service in Rhode Island, replacement phones, billing errors, and long wait times, I became an ex-Spring customer when I threatened to leave Sprint for T-mobile, and the customer service SUPERVISOR said to me "You do what you have to do..." *click* and hung up on me. So I did just that... I walked into a t-mobile store and bought a wing.
Fast-forward: Today. It's now 6 months later. I've had 3 warranty replacements on the Wing, then (because I was fed up with the wing) I asked for an alternate model. They told me the only other "multiple exchange" model was the Dash. So they sent me a dash (which I can't figure out because it's cheaper). That was 3 weeks ago. Today, I noticed a bunch of white lines on my screen (see my other post for a screen shot).
I just got off the phone with T-mobile. They confirmed that this is a problem with the Dash, and the brackets holding the screen apparently break for no reason at all, causing this problem. It can happen for any or no reason at all. Well, the wing might be slow and lock up and reboot itself when it wants (though I fault t-mobile's ****ty software for that) but at least it kept it's screen in tact.
So I told them I wanted a wing back. They refused, because I did not qualify for the multiple exchange, since it was only my first dash. I told them I needed a phone that DIDN'T lose it's screen at random, so I wanted the Wing back (which is what I originally paid $300 for) and they said no, because that only applies if I had 2 or more defective dash's. What the hell is wrong with this company!?!? They can't send me a Blackberry Curve (even though it's the EXACT same price as the Wing), they can't send me ANYTHING, not even a basic phone. They said if I wanted the wing now, it would cost me $400!!!
Now, looking back at Sprint, with their new CEO (who has vowed to clean up customer service) and their newest plan (simply everything), and the coolest phone I've ever seen (the Sprint "Touch") I think I'm going to pay the early termination $200 fee and switch back to sprint when I get my $600.00 economic stimulus check from the government in May, and I told the t-mobile guy that too. He said "Well, sorry to hear that, but there's nothing we can do for you..." <-- What the hell is that??? What happened to customer service? I left Sprint because they sucked, and now they're getting better and T-Mobile sucks.
Looks like I picked a bad time to leave Sprint and an even worse time to join T-Mobile.
WARNING TO ALL THOSE WHO ARE THINKING ABOUT SWITCHING TO T-MOBILE OR BUYING A PDA FROM T-MOBILE: DON'T do it!!! If it's a bad model, you'll be stuck with it!!
I am SICK of getting new phones every month in the mail. It takes me about 6 hours to get my phone looking & acting the way it should. I have to flash the ROM, copy pim.vol, change the theme, remove the stupid "callstart.wav" file, hack the **** out of the registry, and set up email, internet connections, and everything else. I've wasted countless days of my life doing this.
I've reached the end of my tether. I hope a perspective T-mobile customer reads this and it helps them decide to NOT go to T-mobile. Likewise, I hope a higher-up at T-mobile reads this and gets the message.
LMFAO Dude grow up.
SpringfieldXD45C said:
I've heard the rumors... T-Mo's customer service is legendary. They're the best in the game. Everyone says so!!
Rewind: October 2007. I was a Sprint customer. After 3 years of hell with Nextel, no service in Rhode Island, replacement phones, billing errors, and long wait times, I became an ex-Spring customer when I threatened to leave Sprint for T-mobile, and the customer service SUPERVISOR said to me "You do what you have to do..." *click* and hung up on me. So I did just that... I walked into a t-mobile store and bought a wing.
Fast-forward: Today. It's now 6 months later. I've had 3 warranty replacements on the Wing, then (because I was fed up with the wing) I asked for an alternate model. They told me the only other "multiple exchange" model was the Dash. So they sent me a dash (which I can't figure out because it's cheaper). That was 3 weeks ago. Today, I noticed a bunch of white lines on my screen (see my other post for a screen shot).
I just got off the phone with T-mobile. They confirmed that this is a problem with the Dash, and the brackets holding the screen apparently break for no reason at all, causing this problem. It can happen for any or no reason at all. Well, the wing might be slow and lock up and reboot itself when it wants (though I fault t-mobile's ****ty software for that) but at least it kept it's screen in tact.
So I told them I wanted a wing back. They refused, because I did not qualify for the multiple exchange, since it was only my first dash. I told them I needed a phone that DIDN'T lose it's screen at random, so I wanted the Wing back (which is what I originally paid $300 for) and they said no, because that only applies if I had 2 or more defective dash's. What the hell is wrong with this company!?!? They can't send me a Blackberry Curve (even though it's the EXACT same price as the Wing), they can't send me ANYTHING, not even a basic phone. They said if I wanted the wing now, it would cost me $400!!!
Now, looking back at Sprint, with their new CEO (who has vowed to clean up customer service) and their newest plan (simply everything), and the coolest phone I've ever seen (the Sprint "Touch") I think I'm going to pay the early termination $200 fee and switch back to sprint when I get my $600.00 economic stimulus check from the government in May, and I told the t-mobile guy that too. He said "Well, sorry to hear that, but there's nothing we can do for you..." <-- What the hell is that??? What happened to customer service? I left Sprint because they sucked, and now they're getting better and T-Mobile sucks.
Looks like I picked a bad time to leave Sprint and an even worse time to join T-Mobile.
WARNING TO ALL THOSE WHO ARE THINKING ABOUT SWITCHING TO T-MOBILE OR BUYING A PDA FROM T-MOBILE: DON'T do it!!! If it's a bad model, you'll be stuck with it!!
I am SICK of getting new phones every month in the mail. It takes me about 6 hours to get my phone looking & acting the way it should. I have to flash the ROM, copy pim.vol, change the theme, remove the stupid "callstart.wav" file, hack the **** out of the registry, and set up email, internet connections, and everything else. I've wasted countless days of my life doing this.
I've reached the end of my tether. I hope a perspective T-mobile customer reads this and it helps them decide to NOT go to T-mobile. Likewise, I hope a higher-up at T-mobile reads this and gets the message.
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Click to collapse
Looks like someone woke up on the wrong side of the bed today! I for one would never EVER go to sprint. I don't care how much 3g or EV-DO they have...I used to be work for sprints technical support desk and i absolutely hated it! all they cared was for you to get off the phone as quickly as you could try to sell some add-on crap that you didnt need... retrigger the IOTA (internet over the air refresh) and get off the phone ASAP! and the reson why the tech do this is they dont get a bonus if they dont have an average call time under 7 minutes! i went to work for them thinking it was a technical job and all it was , was a front for over the phone sales! i was only there for 8 months and i hit the door as soon as the opportunity arose.
Maybe its you, not the phones. Ever think about that.
T-Mobile is not here to exchange any phone "YOU" decide to mod, drop, throw, dunk,etc.
They have a limit on how many, per customer, can get an exchange.
There is a thing called insurance you can buy from them, for this specific reason.
Pay up to keep getting a new phone every 4-6 months.
And see, I am the exact opposite of what the first poster said, I am a current SunCom Wireless customer, who was just bought out by T-Mobile, and I have had nothing but good things from TM's customer service. I called them about getting a Wing, and if they would provide me with a TM SIM card that would work with my SunCom plan....which wont work of course, so instead they say-"Hold on one moment and let me look at your account...(so I give em my account number, a SUNCOM account number mind you)and the dude comes back and says, well with your anytime rewards(basically 5USD off of a new phone that yoy get for every month you stay with SunCom), you can get a Wing for 249.99, and we will go ahead and SIM unlock it for you before we ship it, so that you can use it with SunCom. Then when SunCom and TM become one company, we will send you a TM SIM card(because thats what they are doing with everybody) and you will still be able to use your SunCom services and current billing prices." So of course I say hell yeah, and give the guy my debit card number, and he comes back and says, "Oh, and you also qualify for free next day air!" so hell yeah, I do LOVE TMs customer service already, and im not even one of their customers yet! BTW, teh Wing=AWESOME!
I sort of had a similar experience.
I had a Shadow, and did not like it, I really wanted the Dash to begin with..
I called and asked to send the Shadow back, and that was fine, but they wanted me to pay $200 upfront.
After thinking about it, I said no.
Called back asked for a supervisor, who immediately called the proper department, got my phone sent out FREE, gave me the rebate instantly, and also sent me a free bluetooth headset.
I have no problem with T-mobile, but if you do, call back and ask for a supervisor.
I LUV me dash and I think that Tmobile is probably the best mobile phone company. Hell they didn't ever try to sell up, but they did help me downgrade my plan with courtesy and respect and no additional months on my contract.
As to your problems with the Dash, I am sorry I would still get another. Even great products have some problems with them. I have had my Dash for over a year and couldn't possibly be more pleased. I keep it in a case and it is in pristine condition. My contract is over and I really would like a 3g device but there isn't anything I would like more than the dash out there. Especially with google's web page compression and the opera mini.
I work at IT at a hospital and most...no every smartphone has KNOWN problems with them. Please don't ask about getting a TREO..... You won't see known issues broadcast anywhere unless you are an major enterprise client. Cellular companies don't usually ever mention problems to nickel and dime clients.
My sister has major problems keeping a working cellphone for more than 4 months since they stopped making them large plasic bricks in the 90's. She has had her Dash for over a year as well. It has a large crack in the screen (no actual harm just a large crack). Various large gashes and the power button has to be pushed extra hard but it's still workin! So if you ask me it is a brick.
Tmobile is different. They only have edge no 3g at all that is a dealbreaker with enterprise clients. They only have nickel and dime clients. I think in general Tmobile have to be nice to their personal clients and they are. Just don't put a pink logo on your website!
Allright... for those of you telling me to "Grow up" and "Maybe it's not T-mobile, it's you" First of all, I'd like to remind you that I'm at least being polite to you. See, I reply to topics to give USEFUL information, not scathing remarks. That makes for somethign we like to call "a pleasant atmosphere". Perhaps you've never heard of that before. So how about YOU grow up? Thanks
I'd also like to point out that "I" am hardly the reason for the following WING issues:
Phone #1: Random reboots, battery lasted for 2 hours max, touch screen would stop working, and only come back after a reboot.
Phone #2: Extremely slow (timed: 34 seconds for the start menu to appear after pushing the start button.. OUT OF THE BOX), random reboots.
Phone #3: Internet would not work at all. On the phone with PDA Tech support who walked me through everything he wanted me to do, then finally HE suggested replacing the phone.
Phone #4: Would not power on at all.
Phone #5: The dash: Everything is working fine. Today, while sitting on my desk (e.g. not being dropped, submersed, etc.) a bunch of white lines appear on my screen. A member of this board said he had the same problem, and even T-Mobile said it was a known issue...
I'm sorry, but please explain to me HOW that is "me" and not t-mobile!??! You've obviously proven to me what great intelligence you have by demonstrating your innate, Jedi-like ability to sit at a keyboard and say "Dude, grow up" and "Maybe it's you not t-mobile" So please explain, Captain SDA... I eagerly await your solution to "my" problems with these "perfect" phones.
My mom once told me "If you don't have anything nice to say, don't say anything at all". Clearly your moms never told you that, Perhaps you should ask YOUR mom for that same advice. Judging by your superior online personalities, that shouldn't be too hard: Just leave your basement and walk upstairs. I'm sorry you don't understand the value of a dollar, and the fact that I have now spent $300 on a phone that doesn't work, and I religiously pay my bill for a service I can barely use. I'm sorry that upsets me. You're right, I shouldn't complain about that.
*** sigh ***
For the rest of you: Thanks for the advice about going back to sprint. The only reason I'm even thinking about it right now is because of all the good things I heard about the new CEO and the changes he's making, and I'm excited about the Samsung Instinct as well as the Sprint HTC Touch, which I personally got to use and it was lightning fast!!
My point was that T-Mobiles history with you as their customer.
When i read the story, i thought, this guy has no luck with phones. Do you honestly think T-Mobile will start giving away replacements to a person that has a history of mishaps? Look at it from their point of view also.
The thing is these days, people think everything is about themselves.
Sorry if you hate my replies. I tell things the way I see them. I don't sugar coat anything.
If you had said THAT instead of "Dude grow up" at first, it would've been a little nicer, don't you think?? Do you think I don't have enough on my plate already, after bleeding out all kinds of money for a damn phone & service that I can't even use, without having to put up with wisecrack remarks??
Yes, I DO expect T-Mobile to stand behind their products.
I respect the hell out of calling shots as you see them, but I question HOW they're seen. Throw me a bone, will you??
SpringfieldXD45C said:
If you had said THAT instead of "Dude grow up" at first, it would've been a little nicer, don't you think?? Do you think I don't have enough on my plate already, after bleeding out all kinds of money for a damn phone & service that I can't even use, without having to put up with wisecrack remarks??
Yes, I DO expect T-Mobile to stand behind their products.
I respect the hell out of calling shots as you see them, but I question HOW they're seen. Throw me a bone, will you??
Click to expand...
Click to collapse
*tosses a bone in the air *
Kidding
SPRINT!!!
you know even if i had 10 phones break on me, through running normal software or even modified i would like the company to replace, even if it was my fault... thats what u pay insurance for and thats what makes great customer service. Think about it... how many people know more about the phones then someone that modifies them? not your average user, i referred about 15 people just because sprint is so good with me breaking my phone anyway i did( twice but w/e), not just a new phone but every little thing(a new box, battery, phone, 2x stylus, etc...). no need to grow up its a normal thing to worm someone about a HORRIBLE service provider, i've had sprint for a couple months no complaints, well maybe my bill once but i just shot them an email about my bill being $300, next day they gave me an extra $500. if u switch to sprint get the sero account and you may want to do it fast because no one knows how much longer that type of plan is going to be available....
atomiix said:
you know even if i had 10 phones break on me, through running normal software or even modified i would like the company to replace, even if it was my fault... thats what u pay insurance for and thats what makes great customer service. Think about it... how many people know more about the phones then someone that modifies them? not your average user, i referred about 15 people just because sprint is so good with me breaking my phone anyway i did( twice but w/e), not just a new phone but every little thing(a new box, battery, phone, 2x stylus, etc...). no need to grow up its a normal thing to worm someone about a HORRIBLE service provider, i've had sprint for a couple months no complaints, well maybe my bill once but i just shot them an email about my bill being $300, next day they gave me an extra $500. if u switch to sprint get the sero account and you may want to do it fast because no one knows how much longer that type of plan is going to be available....
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Yea but the key element of your situation that makes it different from the person that made this thread is that you have INSURANCE! things are a whole heckofalot different when you have insurance. When you don't, you stand a chance at ending up like this poor guy! The only thing about insurance i absolutely despise is you always get a reburb.
I have to disagree...If i had a company and sold you a phone. If you modify the rom in any way, warranty is void.
I think even with insurance it gets voided. (I may be wrong)
Mikey1022 said:
I have to disagree...If i had a company and sold you a phone. If you modify the rom in any way, warranty is void.
I think even with insurance it gets voided. (I may be wrong)
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No because most insurance plans cover damage ... which cover both physical and software.firmware damage.....
pudgedaddy said:
No because most insurance plans cover damage ... which cover both physical and software.firmware damage.....
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original and modified firmware?
Mikey1022 said:
original and modified firmware?
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Yes! Heck even if it didnt and the insurance covered only physical damage. I'd beat the heck out of the phone so it wouldnt turn on to find out which firmware or ROM was installed. I mean if you think about it , the phone companies make a buttload of money gettin $5 ( or more) a month for monthly insurance charges,,,, then the customer still has to fork out a deductible when they use the insurance. So trust me, I'd love to offer insurance. Lastly most insurance policies limit the nunber of exchanges to 2 or 3 per year. so it would insure that they couldn't abuse the insurance plan
it sucks about the issues you are experiencing, but do you think this is the right forum (no pun intended) for this issue? in my opinion, you will have better luck discussing this issue with mid - senior level management at T-Mobile USA; not with a bunch of people looking to modify their mobile devices.
johnnylavah said:
it sucks about the issues you are experiencing, but do you think this is the right forum (no pun intended) for this issue? in my opinion, you will have better luck discussing this issue with mid - senior level management at T-Mobile USA; not with a bunch of people looking to modify their mobile devices.
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I agree. The mods should close this thread
I have no other place to vent, and to be honest, I was hoping to get a former T-mobile employee (or someone) who would send me a PM or leave a post with a bit of a tip in it.
If nothing else, I'm outraged and I need to vent (something wrong with that??) It's only natural.
By the way, this has nothing to do with insurance... this is still warranty!! And how do you figure flashing the ROM voids the warranty?? It changes no physical part of the phone... and as long as you can flash the factory ROM back onto it, (thus making the phone still useable) what harm was done?
I see nothing in the warranty about flashing the ROM as being grounds for voiding.
So after calling my T-Mo store yesterday to ask if they were going to have phones today they said that yes, they would, but only a few. So I had to ask if there was a list at all, didn't seem like he wanted to offer that information, but I asked to be put on it and he did. Didn't bother to explain to me how their system was going to work. I assumed I should be there first thing in the morning. Hell, I was there before the employees! Mind you there were 5 of us standing in front of the store for 20 mins before they opened the door. Then we walk in and they're like deer in the headlights. Uhhh uhhh uhhh. The people at the top of the list have til 5 p.m. to pick it up, if they don't then we'll call the next people for the next day. So conceivably, they could sit there with these phones for DAYS if the people they call don't come in. Why the hell wouldn't they sell me the phone when I'm right there, cash in hand!? Couldn't they have come out and told us this when we were standing outside? Did they think we were there to pay our bill? Idiots!
Cool story bro
Every T-Mo store I called said they are not allowed to "hold" a phone at all, that it is company policy. They have to sell them "first come first serve"
They were messing with you man, you should go back and threaten to call corporate and tell them customer service told you it's company policy that they cannot hold the phones for ANYONE
Uncle Hungry said:
Cool story bro
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Troll in every forum these days.
Hope you get your phone dude.
ingenious247 said:
Every T-Mo store I called said they are not allowed to "hold" a phone at all, that it is company policy. They have to sell them "first come first serve"
They were messing with you man, you should go back and threaten to call corporate and tell them customer service told you it's company policy that they cannot hold the phones for ANYONE
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Click to collapse
I tried calling CS and they said there was nothing they could do and that they couldn't override the stores policy. One guy was supposedly setting me up with another store close to me that he had already talked to them and they would sell me a phone today. Well the guy never came back on and instead it just rang straight to the store. So then of course, these guys have NO CLUE what I'm talking about! Just so frustrating. Seems like every time I have to deal with them it's more and more crap. They really don't care about anything. If I hear them say, "I understand," one more time I'm slappin someone.
anyone else have this problem today?
I got mine last week from T-Mobile...first come first serve (I was the first person to walk out of the store with it).
However, I did go to Wal-Mart to try and buy one and they said they would only sell it to new contracts.
Seems the stores are all doing something different....
are you dealing with a TMobile corporate store or a franchised location that is privately owned, but only is licensed to operate under the TMobile name? The reason I ask is because Verizon corporate stores have to follow a certain set of rules, but the privately owned locations seem to be able to do their own things. That would make sense if customer service told you they can't make the store do anything...because it may be a privately owned store. It could be there is no such thing as corporate owned stores and they are all franchised, in which case you may be wise to relax and become a welcome customer instead of "that guy" because they could hold out on you for quite some time for fun.
Something like that happened to me today, I called the tmobile store by home yesterday, the dude slip out and said the GS3 was there but he couldn't sell it, I call this morning like at 11am and asked if they had it, they asked me if I was a new customer or upgrade, I said upgrade and they put me on hold well she comes back and tell me sorry not available till Monday :/. Call again and talk to someone else, I lied and told them new customer and they got my name to get the phone, I go to the store to changed my one s for it and they act like they didn't have it, told them ok I just want to return the phone and closed account (you know I wasn't gonna closed it but I wanted to pushed them) manager comes out, we have one sorru for the inconvenience.... Yeah really the hard to get a phone, people is funny sometimes, and annoying too
much
Sent from my SGH-T999 using Tapatalk 2
B.S.
You should've called corporate right then and there! If they have 20 people on a list, they set aside 20 phones and sell the rest to walk in customers! I'm angry for you! Same with the B.S. some TMO stores are telling people the must upgrade to 5gb data plans.
I went in on the 21st to a tmobile corporate store, salesman said they got 50 in. He goes back and gets one and then starts up like I'm a new customer. I tell him I am an existing one and he says he wont sell it to me. That there only for new customers. I called him a couple names and walked out. I was pissed. Called another corporate store and they said they had 50 also. I explained the deal and they said no problem, come on in. Had to drive 30 miles more and got it. I was still PO'ed so I went back to the first store, with the nice GS3 sealed box in hand, walked in (around 10 salesman and 5 customers in the store) and shouted out "whos the one that wouldnt sell me a GS3 about an hour ago?" Then I held the box up while everyone was looking at me by this time and said " I went to a real tmobile store where they treat an existing customer like they should and look what I have". Man that felt good to put him in his place in front of everyone in the store
Tacjim said:
You should've called corporate right then and there! If they have 20 people on a list, they set aside 20 phones and sell the rest to walk in customers! I'm angry for you! Same with the B.S. some TMO stores are telling people the must upgrade to 5gb data plans.
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Click to collapse
Well i was on the list just too far down. Said they only had 4 phones. Must have all been franchise stores I guess.
yzf750 said:
I went in on the 21st to a tmobile corporate store, salesman said they got 50 in. He goes back and gets one and then starts up like I'm a new customer. I tell him I am an existing one and he says he wont sell it to me. That there only for new customers. I called him a couple names and walked out. I was pissed. Called another corporate store and they said they had 50 also. I explained the deal and they said no problem, come on in. Had to drive 30 miles more and got it. I was still PO'ed so I went back to the first store, with the nice GS3 sealed box in hand, walked in (around 10 salesman and 5 customers in the store) and shouted out "whos the one that wouldnt sell me a GS3 about an hour ago?" Then I held the box up while everyone was looking at me by this time and said " I went to a real tmobile store where they treat an existing customer like they should and look what I have". Man that felt good to put him in his place in front of everyone in the store
Click to expand...
Click to collapse
Hottest phone out people going to be nuts.
Tacjim said:
You should've called corporate right then and there! If they have 20 people on a list, they set aside 20 phones and sell the rest to walk in customers! I'm angry for you! Same with the B.S. some TMO stores are telling people the must upgrade to 5gb data plans.
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Click to collapse
Especially Non corporate stores will only make money on upgrades that have some type of plan change.
This is what happens to a hugely popular product. Look at the iPhone, it wasnt subsidized for how long? I could have swore att wasn't selling phone off contract either. Supply and demand my friend. Try a different store or different time.
Sent from my SGH-T999 using Tapatalk 2
I got mine on the 27th. I called 6 or 8 different T-mobile stores, but no one had any. I finally found one in Atlanta. The woman I talked to there was real nice. They had one GSIII left, and when I asked her if she could hold it for me, she did. I think it's all in who you talk to. And how.
My local corporate TM store has white & the blue version!
Sent from my GT-I9000 using xda premium
I know that the T-Mobile's employee store already had the phones in stock a while ago before the retail stores actually had them. It's unfortunate some of the stores out there don't really want to sell a phone...
Seems to be a huge delay thou; apparently Canada had priority so shipments went there first.
I love that. I gotta do that someday lol.
Sent from my SAMSUNG-SGH-I747 using xda app-developers app
I used to work at T-Mobile and most stores did stock some before launch. Most stores won't sell to upgrades and will be reserved for new activations. That's most places, even your big box stores.
I want to clarify as a manager one time in a retail store I understand the stock issue and this brought me to why I went through the process I did and having documented and signed off from the correct people and dotted "I's" and crossed "T's". I knew exactly what I was getting into or so what should have happened. The other reason i'm making this a separate thread is to address how these issue the VERY poor communication that occurs between people and even with the correct chain of commands refusals and issues still arise and how this arises outside this recall. So without further ado ..
We are now without Cell Phones .. After going through the last couple days double and triple checking through chains and people and corporate offices. Verizon Screwed us over really bad yesterday which was the final nail being their customer.
We drove OVER a "HOUR" with "documented record and permission" from a district manager at Verizon corporate office to exchange our recalled our Samsung Note 7's. We were going to one of his stores, we get there they take our nail and we wait 45 minutes, after the wait they tell us they will NOT be able to exchange out Recalled phones cause they were not bought in that store. However according to the stores district manager (with documented proof) they were to suppose to allow it however the corporate store would not and refused to follow orders. I was pissed for driving OVER after calling BACK to corporate office and no way to get a hold of the district manager as he was in conferences, they had no way to enforce the letter I had but they would contact someone to further deal with it and it could take a few days. I at that point had, had enough with the issues we've had with Verizon and then to get screwed like this it was time to end my time with them. I told her, i'm closing all 6 lines and you can play games with other people. I then hung up.
We drove over a hour back and to our local store whom my friend is the store manager and he made calls as did the Samsung reps and I talked to some big big wigs, they wanted us to go back to that other store and meet with the district manager (would have been today), to exchange the note 7's and discuss what took place and how they can handle the situation, as things were badly mishandled. I explained I have a life and things and cant just jump and drive here and there at will especially when OTHERS screw up. I told them thank you for making a late attempt but if someone like myself who knows the system had this much of a issue I can only imagine how others who don't and that kinda service doesn't need rewarded. I made it clear the attitude between the employees and companies and HORRIBLE lack of communication was beyond unacceptable for me and my family to remain customers.
They were very apologetic but to me you need to be proactive about issues and not reactive and this situation was a very simple one and could have no only kept customers but also could have given them a atleast a great review on how they handed it. Instead they are losing 6 lines and how badly their communication/orders are.
few questions answered.
1. my area out in nowhere land isn't slated to get replacements note 7's till 9/29
2. the district manager of our store has notified locals we have permission (with documentation to go one of HIS another stores for replacements)
3. I also noticed they were selling Note 7s yesterday to anyone while there were a TON of people there for replacements and they had limited stock. Samsung Reps said (as t-mobile and at&t are doing they are suppose to be for exchanges first)
4. Ive been researching on who we will move to, ive been with at&t before and where we live has limited coverage with carriers, so thats the BIG factor. I am aware basically all carriers have issues with things and someone with at&t will go to verizon and someone with tmo will go to at&t so... its all a moving game. its what suites us best.
Matttrix said:
I want to clarify as a manager one time in a retail store I understand the stock issue and this brought me to why I went through the process I did and having documented and signed off from the correct people and dotted "I's" and crossed "T's". I knew exactly what I was getting into or so what should have happened. The other reason i'm making this a separate thread is to address how these issue the VERY poor communication that occurs between people and even with the correct chain of commands refusals and issues still arise and how this arises outside this recall. So without further ado ..
We are now without Cell Phones .. After going through the last couple days double and triple checking through chains and people and corporate offices. Verizon Screwed us over really bad yesterday which was the final nail being their customer.
We drove OVER a "HOUR" with "documented record and permission" from a district manager at Verizon corporate office to exchange our recalled our Samsung Note 7's. We were going to one of his stores, we get there they take our nail and we wait 45 minutes, after the wait they tell us they will NOT be able to exchange out Recalled phones cause they were not bought in that store. However according to the stores district manager (with documented proof) they were to suppose to allow it however the corporate store would not and refused to follow orders. I was pissed for driving OVER after calling BACK to corporate office and no way to get a hold of the district manager as he was in conferences, they had no way to enforce the letter I had but they would contact someone to further deal with it and it could take a few days. I at that point had, had enough with the issues we've had with Verizon and then to get screwed like this it was time to end my time with them. I told her, i'm closing all 6 lines and you can play games with other people. I then hung up.
We drove over a hour back and to our local store whom my friend is the store manager and he made calls as did the Samsung reps and I talked to some big big wigs, they wanted us to go back to that other store and meet with the district manager (would have been today), to exchange the note 7's and discuss what took place and how they can handle the situation, as things were badly mishandled. I explained I have a life and things and cant just jump and drive here and there at will especially when OTHERS screw up. I told them thank you for making a late attempt but if someone like myself who knows the system had this much of a issue I can only imagine how others who don't and that kinda service doesn't need rewarded. I made it clear the attitude between the employees and companies and HORRIBLE lack of communication was beyond unacceptable for me and my family to remain customers.
They were very apologetic but to me you need to be proactive about issues and not reactive and this situation was a very simple one and could have no only kept customers but also could have given them a atleast a great review on how they handed it. Instead they are losing 6 lines and how badly their communication/orders are.
few questions answered.
1. my area out in nowhere land isn't slated to get replacements note 7's till 9/29
2. the district manager of our store has notified locals we have permission (with documentation to go one of HIS another stores for replacements)
3. I also noticed they were selling Note 7s yesterday to anyone while there were a TON of people there for replacements and they had limited stock. Samsung Reps said (as t-mobile and at&t are doing they are suppose to be for exchanges first)
4. Ive been researching on who we will move to, ive been with at&t before and where we live has limited coverage with carriers, so thats the BIG factor. I am aware basically all carriers have issues with things and someone with at&t will go to verizon and someone with tmo will go to at&t so... its all a moving game. its what suites us best.
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I exchanged my defective Note 7 for a new one at a DIFFERENT store from where I originally purchased the defective one with no questions asked. I would be furious if I were you, and totally agree with your actions.
mysmartone said:
I exchanged my defective Note 7 for a new one at a DIFFERENT store from where I originally purchased the defective one with no questions asked. I would be furious if I were you, and totally agree with your actions.
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depends if you originally bought it at a corporate verizon store vs authorized/premium retailer store. I ran into this issue and learned they are on completely different systems and its just best to stick with Verizon Corporate stores if possible. So i returned my S7 at the premium retailer and went to the corporate store for the Note 7.
Also to the OP, verizon can set up a return box that you can ship and then they can ship you the Note 7. The only issue is you will be phoneless unless you have a backup phone you can use while waiting. That is also one option i learned they can do for you.
chillsen said:
depends if you originally bought it at a corporate verizon store vs authorized/premium retailer store. I ran into this issue and learned they are on completely different systems and its just best to stick with Verizon Corporate stores if possible. So i returned my S7 at the premium retailer and went to the corporate store for the Note 7.
Also to the OP, verizon can set up a return box that you can ship and then they can ship you the Note 7. The only issue is you will be phoneless unless you have a backup phone you can use while waiting. That is also one option i learned they can do for you.
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Unfortunately, UPS and FedEx are refusing to handle the recalled phones, so the only option is to return them to corporate stores. Samsung reps are actually picking them up at the stores to return them to a location where they can be processed.
Dodge DeBoulet said:
Unfortunately, UPS and FedEx are refusing to handle the recalled phones, so the only option is to return them to corporate stores. Samsung reps are actually picking them up at the stores to return them to a location where they can be processed.
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UPS has posted this statement.. (effectively ground shipping only and likely will need specific shipping materials to go)
https://www.ups.com/content/us/en/about/news/service_updates/20160915_samsung.html
dottat said:
UPS has posted this statement.. (effectively ground shipping only and likely will need specific shipping materials to go)
https://www.ups.com/content/us/en/about/news/service_updates/20160915_samsung.html
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Thanks for posting that. It will certainly be useful for those who purchased their phones directly from Samsung. I don't believe Verizon customers will benefit from UPS's flexibility, though.
My comments were based on multiple news reports of FedEx and UPS outright refusing to handle the return shipping of recalled phone. Guess that wasn't quite the truth ...
chillsen said:
depends if you originally bought it at a corporate verizon store vs authorized/premium retailer store. I ran into this issue and learned they are on completely different systems and its just best to stick with Verizon Corporate stores if possible. So i returned my S7 at the premium retailer and went to the corporate store for the Note 7.
Also to the OP, verizon can set up a return box that you can ship and then they can ship you the Note 7. The only issue is you will be phoneless unless you have a backup phone you can use while waiting. That is also one option i learned they can do for you.
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Completely true, reps in the store simply cant do an exchange in the system. Its as if you bought something from walmart and tried to return it at target. Imo authorized retailers are the worst! They can set their own prices and promotions and when I worked in the store I could literally tell that one close to me was selling returned phones because the esn had been active on many accounts. Essentially the district manager would be agreeing to giving you a new phone cause in no way shape or form could it be an exchange in the system.
mickeyleah said:
Completely true, reps in the store simply cant do an exchange in the system. Its as if you bought something from walmart and tried to return it at target. Imo authorized retailers are the worst! They can set their own prices and promotions and when I worked in the store I could literally tell that one close to me was selling returned phones because the esn had been active on many accounts. Essentially the district manager would be agreeing to giving you a new phone cause in no way shape or form could it be an exchange in the system.
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I think the truth is just more likely an evolving story here. Hopefully this all gets sorted soon for everyone's benefit.
dottat said:
I think the truth is just more likely an evolving story here. Hopefully this all gets sorted soon for everyone's benefit.
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I got a update...
The district manager came to personally meet with me and we had a hour meeting and we joined by the general manager of the corporate store. The store manager apologized for his and his employees mistake, the district manager explained there was poor communication on their part, this should have been handled much better. However due to supply issue they are unable to give me new phones till October 5th. They have paid my current bill and 25% of each phones costs when I get them. As I agreed to remain a customer and sign a new phone agreement. I also got everything in writing again. If anything under the current deal is unable to be met i can withdraw without penalty etc and their payment on my bill will not be charged back to me.
After what I went through im going cover extra extra everything. I don't trust anything. Ill keep you all informed about it.
I can't believe the amount of time spent by so many people on so many levels for a couple phones.... I get the principle aspect of it.... but these are cell phones. Unnecessary. A luxury. I simply don't understand going to such great lengths over such a minor thing. Life is so large, what in the world will you do when something actually important doesn't go as planned?
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neyenlives said:
I can't believe the amount of time spent by so many people on so many levels for a couple phones.... I get the principle aspect of it.... but these are cell phones. Unnecessary. A luxury. I simply don't understand going to such great lengths over such a minor thing. Life is so large, what in the world will you do when something actually important doesn't go as planned?
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Carrington Event
Updated
I got called this morning and got told the Blue Coral are behind on stock and I could get another color tomorrow. I am disappointed but at this point another few days I'll live.
What this whole subject has been about to me is the communication issues, promises, documented orders by region people, stores not following orders, the list goes on and on. I did put myself in hell but at the same time. I made them deal with their failures and address their issues. Sitting there hearing them admit they ****ed up and offering to pay my bill and discount my new phones was a "start".. But I still think about the countless others who go through such bull**** while these companies walk on us. Hopefully my situation will get others to step up to make companies do what they say and offer.
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....
I am done with the Note 7. Don't get me wrong. I paid straight cash for the device 870+ Tax @ Verizon. I love the phone. It's amazing and I've had no issues. But the thing is with all the media and the press -- the phone has pretty much devalued very quickly and will likely stay this way. When purchasing an unlocked device in full; I do it knowing that it will at least net me 1/3rd of the cost of the phone in recoup -- more if I find a deal for trading in. It won't be that way; So after getting approval Verizon will issue me a full refund, and I think I am just going to get an S7 Non edge variety and call it a day. With all the promos and rebates by switching phones im $350 in profit.. and don't have to worry about a device that within a years time will be easy to find for $50...
However... Pixel was anounnced, a bit underwhelmed as on SD card and I have 256 GB SD card that I port with me. So unless there is a better device with IP68 and Finger Print scanner I don't know of, S7 it is for me... what about you guys? Anything better? thoughts?
well, if ni issues so far, I really cant understand your point, I chose this device because of its performance and premium looks an feel, and of course, the s pen, I, in my case, never think about resale values, or something of the sort, I just THINK before getting a new device, as when I decided not to get the note 5, so, it is just a matter of what you want, and, who can offer it, for me, it is the note 7, eyes closed, hands down, period.
I love the Note7 myself. Im in a replacement unit and have had no problems. I will be keeping it unless they do another recall... in which i will switch it out for another if available. If theres not, I'll go back to my GN4... no other phone is better to me except the note 7.
Pretty sure one of the problems with keeping it (assuming it survives)is that os updates will likely be very lacking for this device. Already more scarce than normal.
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Well there are now 4 confirmed reports including a 13 year old girl. Note 7 is toast. If the carriers stop carrying it.. and you want to keep it.. you won't be able to return and upgrade to note 9 or whatnot.. anyway my story..
I am extremely pissed; After buying my Galaxy Note 7 from a Sams Club, then paying it off in full I was forced to switch the phone at a VERIZON retail store because I paid it off in full. With the new issues with the Note 7 popping up I no longer feel safe with even the exchanged model and wanted a refund. I spent 2 hours with Verizon on the phone on 10/07/2016 just to ensure the issue didn't happen like it did with the first exchange. I spent FOUR hours in a verizon store before they were finally able to exchange it from 6pm till 10pm. I called last night, got the okay to return my Note 7 for a FULL refund to local verizon, they even notated the account. Woke up and went in at 11 am this morning? Guess what. THEY SAID THEY CANT DO IT. they had no records I'd have to goto sams club. Spent from 11am-2pm in the store before arep from verizon 1800 finally picked up. They said NOW I would indeed have to take it back to Sam Club, they called the local Sams club manager who said it was fine.
I get to Sams club it's anything but fine. I spend the next 4 hours from 2pm till 6pm at Sams Club; They can't refund anything but the Taxes, and then they cant even refund that because Verizon already replaced the phone (which I called in and got CONFIRMATION I could do it). I then spent 2 hours on the phone with verizon rep only to get hung up on after 1:20 mins waiting on someone to pick up the phone. I then call a local verizon and low and behold it routes me to 1800 customer service INSTANTLY. They say they can refund $870 but I would have to get the taxes back from sam, I agree sams agrees; then wait the IMEI changed because the switch NOPE cant do it.
So, needing to FLY for a business trip I activated a Galaxy S7 and left my phone there so they can work with their Verizon rep to get the other device and pay me back my taxes, no eta on that.
I had to get a new number on my SWITCH because Verizon has my old returned note marked as still owing payments when I PAID IT OFF IN FULL a week after I bought it. now I am home after spending 11am-6pm working on this issue on my only day off needing to catch a flight in the morning ( a no go with the Note 7). However I have been on hold from 6:10 pm awaiting a representative to answer the verizon customer service line so I can switch my number from my note 7 to my S7. I am done. DONE I am beyond pissed off -- verizon cost me around 10 hours of my time which is valued at nearly $20 an hour and I am still on hold with them now. With customer service like this I will pay off my S7 when I get my refund from Verizon and switch carriers. I don't need these headaches and they don't communicate with one another.
SO WORD OF ADVICE. DON'T PAY OFF YOUR DEVICE OR YOU WILL BE SCREWED.
Having owned an s7 and tinkering with my wife's s7 edge I can safely say that there is no phone that comes close to the look feel and performance of the note 7. Not since the palm treo have I loved a phone this much. I will definitely lately stick with this one for the long haul. I had the for about 5 days and it's simple amazing. I could care less about what anyone says or thinks about this phone .