To whom it may concern:
I am done with Verizon.
Verizon offered me a "solution" to my "mid-call muting issue" on my Galaxy Nexus. The offer was made on June 13, 2012. Specifically, the offer was to send me a SGSIII for my Galaxy Nexus that is having this issue.
I am unhappy because I call to check on whether one is available, and I have to go through my history so that the tech support can either tell me a SGSIII is not available yet (those are the good staff) or that the deal made me isn't possible (those are the bad staff).
Each time I call, I have to explain the full history, and it takes, I kid you not, one hour. There is a lot on there... The notes on your system are clear - according to the staff that look and find it. Either they say no phone is available or that they can't do what is on the system because they don't think it can be done (even though the first manager that did that sees that Verizon has already shipped a different model phone out for one that was purchased). The agreement is I send in my Galaxy Nexus, and Verizon sends me a SGSIII.
How many times does a customer have to be told "it can't happen" when you proposed the solution? How many times should I have to recount my history? Why can you not assign someone to my account?
I have tried to contact the tech support who helped me, and I was told that they would contact me within X days. I've received 3 calls I expected. Only one was a call I was promised without someone looking over your shoulder to make sure you called. The other two were regarding complaints to the BBB and the NC DOJ.
I'm frustrated and angry over how you treat a paying customer. I have paid my bill (for 3 full months) with a phone that kept not working as a phone. Your arbitration lady stated I had xxx minutes for those three months-yes, and 80% were calls where the "mid-call muting issue" occurred...
The bottom line is:
You sold me a Samsung Galaxy Nexus. The phone sold me has a "known issue" where the other party will hear a series of beeps, garbled audio, and silence even though the call is still active and even though I can hear everything they are saying. The call ends when one of us hangs up--usually after I hear "it is happening again, call me from a landline..."
I paid my bill for 3 months before buying another phone through Verizon. I paid for another phone because I was promised a software update would fix this mid-call muting issue. The 4.0.4 update did not fix it, and I am not the only person who says so...
You offered me a solution, and I have accepted. The solution was typed into your system by your employee. Now I'm told (by your arbitration staff) that I can get the SGSIII, but I have to return the Galaxy Nexus and the second phone I paid for... Say what?!
I'm done. You have "screwed the pooch" one time too many times...
I will fight to get that SGSIII-even if it is refurbished, and I will never renew.
I only hope you and your staff that treated me so have a similar experience of their own. Karma, you understand...
Sincerely,
me
Monday, August 27, 2012
Tuesday, August 14, 2012
Let me explain what I want so you understand...
Imagine, if you will, walking into a Best Buy store looking for that wonderful 46" Samsung thin-screen television... You buy one costing, lets say, $2,000.00 and think you get a good deal for what you spent.
You get home and really want to watch that HD DVD in all of its glory... You put it in and it works as expected. The colors are nice, the resolution... the people never looked so real and beautiful/handsome. Everything is just as you expected...
When the movie is over, you eat a quick dinner and turn back to watch the game on cable/ATT UVerse/Dish... whichever you own. Except, you only see static.
You put in another DVD, and the DVD plays just fine. Hmm...
You turn back on the Cable/UVerse/Dish, and static...
You take the television back to Best Buy and they apologize and give you a new television (new, not "refurbished"). You go home, and the same thing happens. You go back to Best Buy and again switch out the television for a new television (again, not refurbished). You go home, and the same thing happens.
Best Buy, when you return, is unable to explain the issue, but they see the same thing when they plug it into their system. In fact, other purchasers are complaining about the same issue.
Now... You still with me?
Imagine if Best Buy said they would give you another new television (again, not refurbished). The television they want to give you is a new Sony 46" that is close to but not exactly like the television you purchased. Now imagine Best Buy telling you they will "swap" the televisions out.
Would you accept or be happy if the Sony was $250 less expensive than the Samsung you purchased? Would you even expect Best Buy to make that offer? If they did, wouldn't you expect them to offer to also reimburse you the $250.00 in cash (or back on that credit card)?
Ok... Here is what Verizon is offering me...
I spent $299.00 on the Galaxy Nexus. They want me to exchange it for a "refurbished" SGS III. Nothing else. The SGS III is a nice phone, but it is a Samsung (I'm not sure that is a good thing any more...), and a "refurbished" SGS III certainly does not cost $249.00 (the cost of a new 32GB SGS III).
I am simply asking to not be out any money when I didn't do anything to "break" the device or make it not work as a phone.
This whole time (8 months), I've paid my full bill (over $200.00) and tried to be nice about not losing money on my purchase.
How is it a large company like Verizon won't make it right? Where is Verizon's principle? Is Verizon actually saying their customers who spend a lot of money on their service plan and on their phones should accept a less open and used phone as a full substitute for their phone and "not worry" about the difference in price? Really?!
Please... Verizon. You could have such a PR victory. I won't take any credit for it... Simply offer all of us who are affected by this issue a full refund to be used to buy whatever phone we want on your network. If I were making the decision, I'd even refund the full amount, take back the phone, and let the customer walk to another provider. Isn't that customer service?
What would you want your firm to do for you? Why should you not offer the same to your customers (without whom you would not have a company...)?
Awaiting the call back from Verizon (the fourth one promised), and I'm not sure I will even get this call either...
Sincerely,
me
You get home and really want to watch that HD DVD in all of its glory... You put it in and it works as expected. The colors are nice, the resolution... the people never looked so real and beautiful/handsome. Everything is just as you expected...
When the movie is over, you eat a quick dinner and turn back to watch the game on cable/ATT UVerse/Dish... whichever you own. Except, you only see static.
You put in another DVD, and the DVD plays just fine. Hmm...
You turn back on the Cable/UVerse/Dish, and static...
You take the television back to Best Buy and they apologize and give you a new television (new, not "refurbished"). You go home, and the same thing happens. You go back to Best Buy and again switch out the television for a new television (again, not refurbished). You go home, and the same thing happens.
Best Buy, when you return, is unable to explain the issue, but they see the same thing when they plug it into their system. In fact, other purchasers are complaining about the same issue.
Now... You still with me?
Imagine if Best Buy said they would give you another new television (again, not refurbished). The television they want to give you is a new Sony 46" that is close to but not exactly like the television you purchased. Now imagine Best Buy telling you they will "swap" the televisions out.
Would you accept or be happy if the Sony was $250 less expensive than the Samsung you purchased? Would you even expect Best Buy to make that offer? If they did, wouldn't you expect them to offer to also reimburse you the $250.00 in cash (or back on that credit card)?
Ok... Here is what Verizon is offering me...
I spent $299.00 on the Galaxy Nexus. They want me to exchange it for a "refurbished" SGS III. Nothing else. The SGS III is a nice phone, but it is a Samsung (I'm not sure that is a good thing any more...), and a "refurbished" SGS III certainly does not cost $249.00 (the cost of a new 32GB SGS III).
I am simply asking to not be out any money when I didn't do anything to "break" the device or make it not work as a phone.
This whole time (8 months), I've paid my full bill (over $200.00) and tried to be nice about not losing money on my purchase.
How is it a large company like Verizon won't make it right? Where is Verizon's principle? Is Verizon actually saying their customers who spend a lot of money on their service plan and on their phones should accept a less open and used phone as a full substitute for their phone and "not worry" about the difference in price? Really?!
Please... Verizon. You could have such a PR victory. I won't take any credit for it... Simply offer all of us who are affected by this issue a full refund to be used to buy whatever phone we want on your network. If I were making the decision, I'd even refund the full amount, take back the phone, and let the customer walk to another provider. Isn't that customer service?
What would you want your firm to do for you? Why should you not offer the same to your customers (without whom you would not have a company...)?
Awaiting the call back from Verizon (the fourth one promised), and I'm not sure I will even get this call either...
Sincerely,
me
Monday, August 13, 2012
Dear Samsung and Verizon...
I can not begin to describe my frustration with both of you. I can say it really borders on despair. You do know what "despair" means right? Let me help...
Despair = The complete loss or absence of hope.
I believe my Galaxy Nexus will never work.
Frustration = Frustration +1;
I believe Samsung and Verizon do not care-about me, about customers, about my experience with the galaxy nexus, about the galaxy nexus not working as a phone for me, or, honestly, just about anything except a sale and a service contract.
Frustration = Frustration +1;
I have sent my phone in to Samsung for "repairs" for a second time...
Frustration = Frustration +1;
I got it back about an hour ago, and I call Samsung. Why? A long scratch right down the middle of the device's screen...
Frustration = Frustration +1;
The first time I got it back, their "repair" (for a problem I never had) did not fix the device for the reason I sent it in to them for repair...
Frustration = Frustration +1;
Let me explain to you two corporate conglomerates what I'd really wish for at this point in my life...
Time travel for one purpose... Simply to go back and not buy this electronic equipment called the Samsung Galaxy Nexus sold to me by Verizon...
I want my $300... Remember the paper boy in Better Off Dead who kept showing up saying, "I want my two dollars!"? Well, consider me him...
Except, I want my $300!
Here is my plan... When Samsung sends this device back to me with a fixed screen, I will use it until the mid-call muting issue occurs (I'm sure it won't take long). I will then call Verizon and tell them I've sent this unit to Samsung for repair, but their repair did not fix it. Verizon will be forced, due to their contract with me, to send me another Galaxy Nexus. When I get the "remanufactured" Galaxy Nexus, I will use it until the mid-call muting issue occurs (remember how long this will be?). When it happens, I will call Samsung and ask them to repair the phone. They will say they did repair it, and I will remind them their repair did not work and this is a new phone... It is the principle of the issue.
You do know what principle is right? Let me help you remember...
Principle =
- A fundamental truth or proposition that serves as the foundation for a system of belief or behavior or for a chain of reasoning.
- A rule or belief governing one's personal behavior.
While I know Samsung and Verizon can look in their systems and find out how much it costs to have someone talk to me, send me UPS shipment labels or FEDEX labels, ship my phone to and from their warehouses/repair facilities, and other costs associated with me owning a device that does not, at this point, work as a phone, I do know one thing they will not find in their systems...
There is no price for my principle.
I've run a firm, and I run my firm now. Here is what you do: Treat your customers as you would treat your family.
If a device does not work, offer to either replace it with one that does or with a new device so that they are not out any funds for buying a device that has not worked as advertised/expected/promised.
Since I've used 4 Samsung Galaxy Nexus devices, I don't understand why you would expect another to work...
Frustration = Frustration +4;
I know many do work. I don't know what the issue is in NC, CO, MN, or CA that make the devices in those states to have more reported issues than in other states. What I do know is my clients do not like not being able to talk to me... I share their feeling. I think, for what it is worth, that the problem is the Via chip and Verizon's network. Why? The via chip in the Galaxy Nexus is also in the Charge &
Stratosphere. A phone I used prior to the MAXX (great phone) was the
Stratosphere-that had the issue! I assumed the issue was a dropped
call, but then I read
http://mobilecentral.binaryoutcast.com/News:Article/2012/07/08/The_Radio_Performance_Disparity_of_the_Galaxy_Nexus_on_GSM_and_CDMA
Until someone can show me some other cause, I think that is it... I am not a trained electrical or computer science professional either though...
What I do know is there are plenty of complaints about this device. See
1. Code.Google - http://code.google.com/p/android/issues/detail?id=24019
2. XDA Developers - http://forum.xda-developers.com/showthread.php?t=1545621
3. Android Forums - http://androidforums.com/samsung-galaxy-nexus/472451-vzw-other-person-cant-hear-me.html
4. Productforums.Google - http://productforums.google.com/forum/#!topic/mobile/bhhO8QkS3iQ
5. Community.VerizonWireless - https://community.verizonwireless.com/thread/759860
6. Android Central - http://forums.androidcentral.com/verizon-galaxy-nexus/145757-can-you-hear-me.html
7. Galaxy Nexus Forum = http://www.galaxynexusforum.com/forum/galaxy-nexus-general-discussion/1112-mic-issue.html
8. Droid Forums - http://www.droidforums.net/forum/galaxy-nexus-general-discussions/189519-voice-call-problems.html
Frustration = Frustration +1;
I wish you could simply solve this issue... Since you have not solved it, I don't think you know how to fix the issue...
Frustration = Frustration + 1;
Buy back what I think is a worthless electronic device that you think is a "wonderful phone." At this point, I don't know how else you think I will be happy with either of you... Let me ask you a question...
How would you want your respective firm to act if you had the issue I am experiencing? Why should I expect anything different?
Thursday, August 9, 2012
Open Letter to Verizon...
To whom it may concern:
I purchased, with much anticipation, the Verizon edition of the Samsung Galaxy Nexus on release day here in Western North Carolina. I choose this phone due to it being a top-of-the-line "Google-experience" phone-a phone with stock Android (or as close to it as you can get), unlocked boot loaders, and timely updates (thus being a Nexus device). I bought this phone to be used as my sole business phone.
Let me explain the extent of my disappointment...
On day one, there was an update to Android 4.0.2. Great, timely updates (well, not really. More on this later...)! After updating, I set up my phone. Since the very first call, I have had the "mid-muting call issue" (See http://code.google.com/p/android/issues/detail?id=24019). No... go read that page.
To summarize, the "issue" involves the following:
During a call (to any number), the other party will, at some point in the conversation, hear a series of beeps, garbled audio, then silence. The phone call will still be active, and I can still hear everything being transmitted by the other phone. The phone call is not dropped, and the call only ends when one of the two phones on the conversation end the call by "hanging up"-usually after I hear either "Hello? You still there?" or "It is happening again. Call me back from a land-line."
I complained to Verizon, and they have shipped me replacement phones. Great! Well, not really.... All of the phones Verizon has shipped me have the same problem! Verizon continued to tell me a software update would fix the issue...
Verizon staff did, to their credit, offer me another model of phone in exchange for my Galaxy Nexus. Let me explain why I turned them down...
First, Verizon staff offered me a Droid Razr. I think the Razr is too thin. The Razr did not, at the time, have Android 4.0. The "Refurbished Razr" was selling for $149, and I paid $299. The principle of the issue is I paid $299 for the top-of-the-line Android Google-experience phone, and you offer me a phone I could buy for $149. Why must I, your client, lose $150 when I did not cause this issue? Verizon would not credit my account the additional $150. As a client who did nothing wrong to mess up the phone or make it not function as a phone, I should not be out any money.
Second, Verizon offered me a HTC Rezound. Same issues were involved. The principle of the matter is I spent $299 for a phone, and Verizon is asking me to accept a $149 phone in exchange. Not having done anything to cause the issue, Verizon asked me to lose $150 and accept a less-qualified phone. To borrow from Microsoft, "Reallly?!"
Why, you might ask, is the $299 such an issue? If I had bought a phone and dropped it in a pool, Verizon would have asked me to pay for a new replacement at full cost. I would understand the request since I caused the phone to not work, and I would buy another phone. In this case, I did nothing wrong. Therefore, I should not be out any funds. Verizon, if need be, should get the money from Samsung (if, in fact, it is an issue with the Via chip) or split the cost with Samsung (if it is an issue between the phone's hardware and the network). The client, who is innocent, should not be asked to pay for anything...
In fact, I often stated Verizon should let those affected enter a corporate store, turn in their phone, and get a full refund to apply to any other phone. This would have given Verizon a huge PR victory, and I would be singing your praises instead of, well, feeling like Verizon cares more for the contract than for me...
While waiting for the update that "would fix everything," I decided to purchase another phone (at a discounted rate-thank your Tampa office) until the software fix was released. The Android 4.0.4 update was released in early June (5 months after being promised-this is the "later" I spoke about earlier). The update did not fix the "issue." I called Verizon to let them know, and they "insisted" the issue was fixed. Right... After discussing the "issue" with me, they "thanked me for calling to let them know" so they could let Samsung know... (Samsung still denies there is an issue, have repaired my phone once, and the "issue" remains). Verizon tech support asked me to alter settings (wi-fi, blue-tooth, CDMA/LTE, etc.) to try and troubleshoot the phone. I even ran it in "safe mode" and did all of the steps Verizon asked me to do. The "issue" persisted in "Safe Mode" with no wifi, no BT, & while the phone was on 3G (CDMA only) service. Verizon, through one of its Tech 2 staff who went up to their supervisor, worked out an exchange-a brand new Samsung SGSIII plus a car dock to replace my Samsung Galaxy Nexus.
Why did I accept this? While the SGSIII has a locked boot loader, it is "top-of-the-line" and ... get this ... the total cost of the phone and the car dock was .very close to $299. Ah, the principle of the thing has been settled...
I called, on release day of the SGS III, and I was told that the Tech 2 (and his supervisor) made a mistake because Verizon did not exchange one model out for another. Even though I told the tech and the manager to look at my account to verify that had, in fact, already happened on my account (which they verified), they told me "it was a mistake." The second time I called, Verizon told me they had no phones in stock! The third time I called, I was told that Verizon would be sending me a "refurbished SGS III"-which would not be available until August 15th at the earliest...
Remember "the principle?" Now I am being told the new SGSIII is not an option but a refurbished phone is... Go back to this thread at code.google ( http://code.google.com/p/android/issues/detail?id=24019) and see, near the end, where Verizon is shipping new SGSIII phones over-night to customers-the same agreement I had!
With this type of service, do you expect me to not start a blog? Do you expect me to give up? This is about "principle."
The 32GB SGSIII sells for $249 (http://www.verizonwireless.com/b2c/store/controller?item=phoneFirst&action=viewPhoneOverviewByDevice&deviceCategoryId=1), and the car dock sells for Q$39.99 (http://www.verizonwireless.com/b2c/store/accessory?action=refineByPhone&phoneId=5920). This gets me close to my $299, and I was told we might be able to get the rest as a credit on my bill. Principle... I'd settle for the $289 at this point due to my frustration (which borders on despair).
What am I looking for from Verizon? I am looking for Verizon to honor their agreement with me made on June 13, 2012. Simply put, I have had to put up with a phone that does not work as a phone. I have had a $299 paperweight, and I ask that Verizon make it right. Send me a brand new SGS III and a brand new card dock. Be honorable and don't make innocent customers pay for the error for which Samsung, Verizon, or both hold the blame.
Is that too much to ask?
Sincerely,
me...
Friday, July 20, 2012
My old and my new...
As you know, my Galaxy Nexus suffers from the "issue"
While on a phone conversation that has been fine for at least 2 minutes, the other party suddenly hears a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
So, what did I do? I called Verizon customer support and described the situation. Verizon assured me they had never heard of such a thing but did offer to let me soft reset the phone to see if that would fix the issue. Nope... Verizon asked me to conduct a hard reset, but the hard reset did not prevent the same "issue." Verizon asked me to reset and not install any software (apps) to see if the "issue" was fixed. The "issue" still happened about 80% of the time.
The 4.0.4 update came out on June 5, 2012 for my phone. I updated immediately, but found the "issue" remained. I turned off LTE, but the "issue" remained when the device (can't call it a phone...) was set to CDMA only. Verizon then asked that I do a reset, but the "issue" remains.
In trying to get a solution for the many of us with this issue, I started tweeting various Internet dignitaries, Tech writers, and company employees (Verizon) regarding our "issue." The "issue" is documented well, but let me write it out for you...
While on a phone conversation, the other party tells me they hear a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
Clear?
Read it again... Please.
Again, this happens while the Nexus is set on LTE + CDMA or just on CDMA. It happens when the wifi is on or off. It happens on stock handset set-up or fully loaded handset with applications. Soft reset and hard reset do nothing to prevent the "issue" from reoccurring. It happens when the phone is in SAFE MODE...
Here are a few threads where this is discussed:
1. Code.Google - http://code.google.com/p/android/issues/detail?id=24019
2. XDA Developers - http://forum.xda-developers.com/showthread.php?t=1545621
3. Android Forums - http://androidforums.com/samsung-galaxy-nexus/472451-vzw-other-person-cant-hear-me.html
4. Productforums.Google - http://productforums.google.com/forum/#!topic/mobile/bhhO8QkS3iQ
5. Community.VerizonWireless - https://community.verizonwireless.com/thread/759860
6. Android Central - http://forums.androidcentral.com/verizon-galaxy-nexus/145757-can-you-hear-me.html
7. Galaxy Nexus Forum = http://www.galaxynexusforum.com/forum/galaxy-nexus-general-discussion/1112-mic-issue.html
8. Droid Forums - http://www.droidforums.net/forum/galaxy-nexus-general-discussions/189519-voice-call-problems.html
The "theories" go from DTMF tones to SIM card issues. The SIM I am using works just fine in a Razr MAXX, but the issue continues if I move it to the GN-not a SIM issue in my opinion.
Not sure about the DTMF tones, I'll have to go look them up...
As I've mentioned, I'm not sure the problem isn't the Via chip in the phone and/or its interaction with software and/or Verizon's towers... See here
"Wait," you say... "You said issues..."
Why, yes I did. Thanks!
When my Galaxy Nexus came back from Samsung, I know have a second issue: Crackling audio from phone during phone calls. Now when I am on a phone call, the other party's voice sounds crackly.
The speaker used to play music is fine. Again, this is audio from a phone call.. ARG!
While on a phone conversation that has been fine for at least 2 minutes, the other party suddenly hears a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
So, what did I do? I called Verizon customer support and described the situation. Verizon assured me they had never heard of such a thing but did offer to let me soft reset the phone to see if that would fix the issue. Nope... Verizon asked me to conduct a hard reset, but the hard reset did not prevent the same "issue." Verizon asked me to reset and not install any software (apps) to see if the "issue" was fixed. The "issue" still happened about 80% of the time.
The 4.0.4 update came out on June 5, 2012 for my phone. I updated immediately, but found the "issue" remained. I turned off LTE, but the "issue" remained when the device (can't call it a phone...) was set to CDMA only. Verizon then asked that I do a reset, but the "issue" remains.
In trying to get a solution for the many of us with this issue, I started tweeting various Internet dignitaries, Tech writers, and company employees (Verizon) regarding our "issue." The "issue" is documented well, but let me write it out for you...
While on a phone conversation, the other party tells me they hear a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
Clear?
Read it again... Please.
Again, this happens while the Nexus is set on LTE + CDMA or just on CDMA. It happens when the wifi is on or off. It happens on stock handset set-up or fully loaded handset with applications. Soft reset and hard reset do nothing to prevent the "issue" from reoccurring. It happens when the phone is in SAFE MODE...
Here are a few threads where this is discussed:
1. Code.Google - http://code.google.com/p/android/issues/detail?id=24019
2. XDA Developers - http://forum.xda-developers.com/showthread.php?t=1545621
3. Android Forums - http://androidforums.com/samsung-galaxy-nexus/472451-vzw-other-person-cant-hear-me.html
4. Productforums.Google - http://productforums.google.com/forum/#!topic/mobile/bhhO8QkS3iQ
5. Community.VerizonWireless - https://community.verizonwireless.com/thread/759860
6. Android Central - http://forums.androidcentral.com/verizon-galaxy-nexus/145757-can-you-hear-me.html
7. Galaxy Nexus Forum = http://www.galaxynexusforum.com/forum/galaxy-nexus-general-discussion/1112-mic-issue.html
8. Droid Forums - http://www.droidforums.net/forum/galaxy-nexus-general-discussions/189519-voice-call-problems.html
The "theories" go from DTMF tones to SIM card issues. The SIM I am using works just fine in a Razr MAXX, but the issue continues if I move it to the GN-not a SIM issue in my opinion.
Not sure about the DTMF tones, I'll have to go look them up...
As I've mentioned, I'm not sure the problem isn't the Via chip in the phone and/or its interaction with software and/or Verizon's towers... See here
"Wait," you say... "You said issues..."
Why, yes I did. Thanks!
When my Galaxy Nexus came back from Samsung, I know have a second issue: Crackling audio from phone during phone calls. Now when I am on a phone call, the other party's voice sounds crackly.
The speaker used to play music is fine. Again, this is audio from a phone call.. ARG!
Thanks (I should have stated that earlier...).
C
"That isn't possible." or Why I'm "wrong..."
Verizon has approved a phone to be sent to me to replace the Galaxy Nexus, and tech support says there is no automated way for them to see if a "like new device" is available unless I call so they can check. This is a huge waste of time for everyone involved...
Let me explain... No, there is too much. I will sum up...
I call 611 and get a tech. I tell them my issue, and they look at the account. I ask whether an like-new device is available, and they tell me what I am saying was approved isn't possible-I'm wrong.
I explain the issues from the beginning. I give dates when the agreement was reached. I tell the person on the phone the name of the individual who approved the swap, and I give the them the person's ID.
I'm told again that no such note/approval is on the account. This goes on for a good 20 minutes. I usually say, "I don't want to fight, but I've called before and had the same conversation with a tech. If they search enough, they find the note made to the account on (date). If you search enough, you too will find it."
I'm told it isn't possible and perhaps the person was speaking "off the cuff." Really? Please make a note to the account that I have never lied to Verizon, and everything I have told Verizon has been verified by Verizon... Please stop telling me I am wrong, imagining things, or making things up. Really...
I would say half the time the person I have on the phone is not willing to find the note-they simply do not think it is within the realm of possibility that I could be right or stating a fact. I'm told the will have someone will have to call me... Except for the Verizon automatic poll-call, I hear nothing.
I usually remain calm and full of humor during the calls, but I am finding it harder to not get frustrated when I have to spend 1 hour each time I call to see if a like-new replacement is available to be shipped out to me...
Will Verizon hire me to write a python script to improve their call time efficiency and improve their customer service experience? I'm game...
Surely I am not going to have to call daily to find out if a like-new replacement is available & explain the issue each time I call... I surely don't want to spend 1hr of my time (or of Verizon's time) dealing with what I think should be such a simply process.
Anyone have an opinion? I feel pushed, by Verizon, to leave Verizon... To call and be told I'm wrong, I'm making things up, or I'm misunderstanding what is possible... I never get an apology when the Verizon employee finds the note, and I really think I would apologize and put the note in a place where it would be easier to find...
I shouldn't have to talk to a tech supervisor to get an update. Having to explain the issue and the process 3 times isn't working for you or me... Please fix this...
Anyone else having this issue?
Let me explain... No, there is too much. I will sum up...
I call 611 and get a tech. I tell them my issue, and they look at the account. I ask whether an like-new device is available, and they tell me what I am saying was approved isn't possible-I'm wrong.
I explain the issues from the beginning. I give dates when the agreement was reached. I tell the person on the phone the name of the individual who approved the swap, and I give the them the person's ID.
I'm told again that no such note/approval is on the account. This goes on for a good 20 minutes. I usually say, "I don't want to fight, but I've called before and had the same conversation with a tech. If they search enough, they find the note made to the account on (date). If you search enough, you too will find it."
I'm told it isn't possible and perhaps the person was speaking "off the cuff." Really? Please make a note to the account that I have never lied to Verizon, and everything I have told Verizon has been verified by Verizon... Please stop telling me I am wrong, imagining things, or making things up. Really...
I would say half the time the person I have on the phone is not willing to find the note-they simply do not think it is within the realm of possibility that I could be right or stating a fact. I'm told the will have someone will have to call me... Except for the Verizon automatic poll-call, I hear nothing.
I usually remain calm and full of humor during the calls, but I am finding it harder to not get frustrated when I have to spend 1 hour each time I call to see if a like-new replacement is available to be shipped out to me...
Will Verizon hire me to write a python script to improve their call time efficiency and improve their customer service experience? I'm game...
Surely I am not going to have to call daily to find out if a like-new replacement is available & explain the issue each time I call... I surely don't want to spend 1hr of my time (or of Verizon's time) dealing with what I think should be such a simply process.
Anyone have an opinion? I feel pushed, by Verizon, to leave Verizon... To call and be told I'm wrong, I'm making things up, or I'm misunderstanding what is possible... I never get an apology when the Verizon employee finds the note, and I really think I would apologize and put the note in a place where it would be easier to find...
I shouldn't have to talk to a tech supervisor to get an update. Having to explain the issue and the process 3 times isn't working for you or me... Please fix this...
Anyone else having this issue?
Thursday, July 12, 2012
My SWAG...
I just feel like it is time for me to chip in...
My SWAG (Scientific Wild Assed Guess) about the issue described on thus blog are a combination of software (Google), hardware (Samsung), & network (Verizon).
Why do I assume this is the issue?
The issue occurs in "Safe Mode.". This means stock Android (and other stuff). No third-party apps should be involved.
The via chip in the Galaxy Nexus is also in the Charge & Stratosphere. A phone I used prior to the MAXX (great phone) was the Stratosphere-that had the issue! I assumed the issue was a dropped csll, but then I read http://mobilecentral.binaryoutcast.com/News:Article/2012/07/08/The_Radio_Performance_Disparity_of_the_Galaxy_Nexus_on_GSM_and_CDMA
Hmmm... Sound about right?
If it is a Via chip/network/software issue, the chip may not work as well with specific equipment (thus more issues in NC, MN, CO, & CA) perhaps due to software not working well (driver/kernel) on particular network equipment.
I have no idea... That SWAG seems pretty thin...
What say you?
Monday, July 9, 2012
Summary... before deciding next action to take...
After returning from the Verizon store in December, 2011, I turned on and started setting up my Galaxy Nexus! Oh, nice phone...
Upon turning it on and setting up the e-mail that is required, I am notified of an update. I had been told 4.0.2 would be out and ready to go when I got home...
After the update and the set-up process was finished, I added apps (I moved from an AT&T Captivate-whose GPS, I must add, never really worked...).
I made some calls, and I noticed what I called a microphone issue. Namely, after about a minute on the call, I'd hear the other party say, "Are you still there? Hello?! Hello? He must have ..." click.
I called back a client this happened to, and the client stated, "I heard a series of short beeps, garbled audio, and then nothing." I could hear everything they were saying, but they could not hear me--so I assumed it was a microphone issue.
I went on-line (isn't that what we do these days?) to see if others were reporting "the issue." I found several links on several sites (See summary of them http://2-sidedcoin.blogspot.com/2012/06/galaxy-nexus-issue.html). No known solution.
Some of the issues reported were from GSM variants of the phone. Although, I feel as if the CDMA version is affected more than the GSM version. Perhaps this is an error as I focus on Verizon-my provider.
I called Verizon... You know the story from there. They sent me three other Galaxy Nexus phones, and all 3 had the issue. I ended up buying another phone (at a reduced rate) so I could talk to clients-it is hard enough starting a business in this economy...
I kept the Nexus because Verizon stated a fix was forthcoming (this was end of January). February, March, April, ... Finally, the 4.0.4 update arrived in June, and I applied the update! The issue remained.
Steps I've taken to identify the issue:
1. Removed all apps not sent with original phone (I call this stock V Android for GNexus);
2. Enable wi-fi, BT off, LTE/CDMA set as networks, and issue occurs;
3. Disable wi-fi & BT, use LTE/CDMA... issue occurs;
4. Disable wi-fi & BT, use 3G (CDMA) only... issue occurs;
5. Boot into safe-mode and repeat 1 - 4... issue occurs.
After all those steps, Verizon agrees to replace it with a phone of my choosing. I am nervous about a Samsung (the SGSIII) since my Captivate's GPS never really worked and because my Nexus can't be used to make calls.
I call Samsung support and get a trouble ticket and send the phone to Texas for "repair." I get the phone back (2 weeks later) stating they "replaced component" (without stating which component was replaced). Samsung states they "hooked it up" and found a "dropped call issue." I never complained about a "dropped call issue," but perhaps that is what they call my issue...
I boot up, and I am hopeful it is fixed. I notice I have a "scratchy" audio out of the phone's speaker. Great, an issue I did not have when I sent the phone in to Samsung for repair... Furthermore, the issue occurred on the first phone call lasting over 2 or 3 minutes (with a client, no less). I call back, apologize, and let him know I'll call from a land-line as soon as possible...
I call Verizon back. They are willing to let me have a new phone, great. I call Samsung to let them know their "repair" didn't fix the issue. The Manager I spoke with was polite, but all he could offer was for me to send the phone back so that he could "replace the whole motherboard." I'd be out of a phone, and I can't get a new phone from Verizon if I send in my Nexus for review.
What did I ask for?
I asked Samsung to send a technician to North Carolina, and I stated I'd lend him/her my phone. Let him/her stay here for two weeks so that he/she can get enough data to report back to Samsung.
What have people said? Basically, I have heard the following 6 potential causes:
1. DTMF tones;
2. Communication via reverse channels with LTE;
3. VIA chip;
4. Microphone malfunction;
5. Network (Verizon) or left-over tech from Alltel or other acquisition;
6. Android software issue; &
7. SIM card.
Of the above, I don't think it is a SIM card. I've used my SIM card in a DROID Razr MAXX, and I've never had the issue happen when I'm using my MAXX. Therefore, not a SIM issue.
How am I supposed to find out what is the cause? I tried to use OpenSignal, but I only have 1 tower near my house, an LTE tower that always seems to have a strong signal. Happens when I'm at home.
What could I "dump?" What logs do I have that would be useful? Why isn't Samsung or Verizon asking for them?
Where I sit today...
I am tired. I am trying hard to get Verizon, Google, and Samsung to step up and spend a small amount of cash to get techs in the field. This really is the only way they are going to solve this issue.
I am not sure I want a Samsung phone, so I may just hold my "credit" open so I can get a free phone when Verizon comes out with a new device I want... If, If they come out with a device I want...
The SGSIII seems nice, but the bootloader is locked-the Nexus is open-what I bought it for, and I don't feel as if I should be penalized when I didn't cause the problem with the phone, network, or software...
People have complained to the FCC, to various Attornies General, and to I think everyone should read their Verizon Contract where you waived the right to class-action status…
Where are you? What provider do you use? Still have the issue? Has your issue ever been solved? Did it go away while you were in one of those states where the issue happens less (not NC, MN, CO, or CA)?
How can such a small population of affected users get appropriate relief without a lawsuit? I'm asking Google, Samsung, and Verizon to step up, be responsible corporations, and deal with an issue that is making them all look horrible to those affected.
1. A "Google-experience" device = Galaxy Nexus;
2. A Samsung Galaxy Nexus phone; &
3. A Verizon phone sold with their service.
How are 1 - 3 looking anything but bad? If this is a "Google-experience," give me Apple or Microsoft. If this is Samsung, give me Nokia. If this is Verizon, give me another provider...
Out of the three, Verizon, at least, is offering me a new phone and, perhaps, a car dock to make up for the money I spent on the Google-experience Samsung-made Verizon-sold & Verizon Branded Galaxy Nexus. Out of the three, only Verizon is stepping up to the plate to try and make me, the customer, happy.
Samsung at least tried to fix it, and they are willing to try again. It could be the problem is NOT hardware related, but I think Samsung should send a tech here to find out. How else will Samsung know with any certainty?
Google? Where is Google? Silent. Shame on them. A Google-experience. Right... Eric Schmidt would be proud...
Summary...
I've got to decide whether to send it back to Samsung for a "complete overhaul" which, basically, means a new motherboard. What to do about a new phone or hold the credit for a phone that may be introduced later.
Choices, choices....
Samsung failed to fix the issue...
As you know, I sent my phone to Samsung for repair of the issue-http://code.google.com/p/android/issues/detail?id=24019 that is also covered http://forum.xda-developers.com/showthread.php?t=1545621...
They did replace a component, but they are unable to tell me what component they replaced. Nice...
The issue still exists and occurs on this phone. Samsung states they put the phone "through the ringer" (my words, their description) and found no issue with the device-none.
Let me tell you, there is an issue with the device. I don't care if it is hardware (Samsung), software (Google), network (Verizon), or a combination of some or all of those causes. The user should not be made to wait and determine what is wrong with a "smartphone" that is not able to make phone calls that last until the conversation is over and the parties hang up...
I am so frustrated with Samsung (Please send it back so we can look at it again...). Verizon does offer me an upgrade to a new phone (heck, take your pick. They will agree to any device.). Google has said nothing, and I must admit that I am disappointed (not that they care, they don't). This was a "Google" Nexus device, and mine can't make a phone call (neither could any of the other 4 Verizon sent me).
Perhaps it will take a lawsuit, but Google, Samsung, and Verizon will all be pointing at each other. Oh, joy...
Friday, July 6, 2012
Galaxy Nexus back from Samsung...
On my way home from work, I find my replacement phone (a Motorola Razr MAXX) gives me this message when I dial a number
Your plan does not include long distance or international calls. Please dial *611 to ...
Really? After all of the issues I have, Verizon goes and ... does what exactly?
I call Verizon, and the "computer" tells me I am on my Samsung phone (no, no I'm not...). I sense a disturbance in the force...
The tech picks up her line and asks for information. After the "pleasantries," I tell her the issue. She says, "All of our plans have long-distance and international calls..." Yes, I know...
You see, the data Verizon has in their computer system does not correspond to my IMEI or the model I am using. Actually, little technical details in their system match my phone or the details of my phone...
She says no changes have been made since I last called Verizon. I assure her that while her system shows "no change," a change has occurred. I walk her through the logic, and she agrees. IT is called, and I have another trouble ticket... Oh, joy...
The Galaxy Nexus is back! I will be calling tech support on Saturday morning to verify they have no issue with me putting my SIM in the GN for testing...
I will have an update sometime early next week. If the "repair" has fixed the issue, I will post here, on XDA, and at code.google.com (Issue 24019). The paper (there was only one sheet) that came with the phone only states "component replaced" and does not describe which component was replaced. I will be calling Samsung on Monday to inquire which component was replaced if, and only if, the phone appears to be "issue-free."
Have a great weekend!
Your plan does not include long distance or international calls. Please dial *611 to ...
Really? After all of the issues I have, Verizon goes and ... does what exactly?
I call Verizon, and the "computer" tells me I am on my Samsung phone (no, no I'm not...). I sense a disturbance in the force...
The tech picks up her line and asks for information. After the "pleasantries," I tell her the issue. She says, "All of our plans have long-distance and international calls..." Yes, I know...
You see, the data Verizon has in their computer system does not correspond to my IMEI or the model I am using. Actually, little technical details in their system match my phone or the details of my phone...
She says no changes have been made since I last called Verizon. I assure her that while her system shows "no change," a change has occurred. I walk her through the logic, and she agrees. IT is called, and I have another trouble ticket... Oh, joy...
The Galaxy Nexus is back! I will be calling tech support on Saturday morning to verify they have no issue with me putting my SIM in the GN for testing...
I will have an update sometime early next week. If the "repair" has fixed the issue, I will post here, on XDA, and at code.google.com (Issue 24019). The paper (there was only one sheet) that came with the phone only states "component replaced" and does not describe which component was replaced. I will be calling Samsung on Monday to inquire which component was replaced if, and only if, the phone appears to be "issue-free."
Have a great weekend!
Wednesday, July 4, 2012
Samsung responds
I did go and send my Galaxy Nexus to Samsung's repair facility in Plano Texas. Here is the e-mail from Samsung:
"Original Problem: TECHNICAL INQUIRY - CALL QUALITY (RX/TX) - DROPPED CALLS
Problem found: DROP CALLS
Solution: REPLACED COMPONENT"
When I get the device back on Friday, I will be using it to find out whether their repair worked. If the repair work, I will be calling Samsung to find out what "component" Samsung has replaced/repaired.
I am not sure why Samsung calls the issue a "dropped call" when the issue happens since the phone call is still active and doesn't end until one of us on the call hangs up.
Expect an update this weekend or early next week. Happy 4th of July / Independence Day!
C
Friday, June 22, 2012
Galaxy Nexus off to Plano, Texas...
The drama continues... I only wish I was paid to act in this drama.
Verizon issued a trouble ticket, and the results are no network issues known in my area. They continue to monitor/review the issue, but they filled out the paperwork (Trouble Ticket) to send to Samsung & Google regarding the 4.0.4 update not fixing this issue for me (or many others).
What helps us? Call Verizon every time it happens. Give them your location when it happened, who you called (number), tower/system (LTE/ eHRPD / CDMA/etc) you are connected to at the time the issue happens. Verizon will fill out a form with all of this information to send to their "engineers" (I wonder if they exist) and to Samsung & Google. Hopefully, more tickets == more movement from Google, Samsung, & Verizon - although Verizon is the only one of the 'big three' that is out in front of this issue... Kudos to them!
I have given up on this device (for it is not a phone) ever working to make functioning, lasting, & problem-free phone calls.
If you are still 'hoping' for a better outcome, I salute you. I will continue to tweet, bug Samsung, Google, and Verizon (to a much lesser degree since they, at least, admit the problem exists). Note, Google has yet to assign this issue to anyone (http://code.google.com/p/android/issues/detail?id=24019)
I saw a tweet from John D Cook (@JohnDCook) stating:
Good job Google & Samsung! I do know, at least, that Verizon won't leave me hanging with a device that won't make a call.
Updates to follow as I hear back from Samsung's repair facility in Plano, Texas.
On a bright note, I do hear the ICS update for the Razr MAXX is being pushed today.. ;)
Verizon issued a trouble ticket, and the results are no network issues known in my area. They continue to monitor/review the issue, but they filled out the paperwork (Trouble Ticket) to send to Samsung & Google regarding the 4.0.4 update not fixing this issue for me (or many others).
What helps us? Call Verizon every time it happens. Give them your location when it happened, who you called (number), tower/system (LTE/ eHRPD / CDMA/etc) you are connected to at the time the issue happens. Verizon will fill out a form with all of this information to send to their "engineers" (I wonder if they exist) and to Samsung & Google. Hopefully, more tickets == more movement from Google, Samsung, & Verizon - although Verizon is the only one of the 'big three' that is out in front of this issue... Kudos to them!
I have given up on this device (for it is not a phone) ever working to make functioning, lasting, & problem-free phone calls.
If you are still 'hoping' for a better outcome, I salute you. I will continue to tweet, bug Samsung, Google, and Verizon (to a much lesser degree since they, at least, admit the problem exists). Note, Google has yet to assign this issue to anyone (http://code.google.com/p/android/issues/detail?id=24019)
I saw a tweet from John D Cook (@JohnDCook) stating:
"If a project doesn't have an owner, it's like a chainsaw on a rope swing. Why would anyone even go near that?" --Merlin MannI have to admit... This issue and Google are just like that... Who, having been through this issue, is even mildly excited about their next Samsung or Android phone? I am apprehensive and filled with dread...
Good job Google & Samsung! I do know, at least, that Verizon won't leave me hanging with a device that won't make a call.
Updates to follow as I hear back from Samsung's repair facility in Plano, Texas.
On a bright note, I do hear the ICS update for the Razr MAXX is being pushed today.. ;)
Monday, June 11, 2012
Open signal & NDT Mobile Client
I have asked Ben to help us with an experiment. Namely, Ben states he has never had the "issue" when at his offoce.
I have asked him to use Open Signal to get a list of towers (or as much info as possible) at each location-in a table. The table, if I get it, will have a list of towers (or as much information about them as I get), on one side, where the "issue" occurs and, on the other column, a list of towers (or as much information about them as I get) where he hasn't experienced the "issue." Open Signal would tell us the type of cpnnection (4G - LTE, eHRPD 3.75G, etc...) at a particular date/time. I am not sure the software gives us a unique identifier for each tower... I'll need to do some reading...
I would then run NDT Mobile Client in each location to see if network "stuff" differs between the two locations or between the different type of connections.
Hopefully this data might help Verizon troubleshoot this issue for us...
Anyone else have the "issue" in some locations but not in others - with the same phone, of course...?
I'll keep you posted...
Friday, June 8, 2012
Possible cause/solution?
See posts 732 - 735 at http://code.google.com/p/android/issues/detail?id=24019
It was stated that a person who had the issue at home did not have the issue when they turned their phone on while at their office (about 14 miles away) - even after returning home. The poster asks is there could be an authentication issue with specific equipment/towers & not with others since the issue does not seem to occur at the house if the phone was turned on while at the office...
I will ask him to test this scenario out to see if the issue returns if the GNex is turned on at the house and, then, if he can replicate the "solution" by turning the phone on near his office.
I am going to look for software that might let us identify specific towers (llama maybe) or equipment on those towers that might be causing the issue(s).
Has anyone had this issue in some locations/tower areas but not in others?
Updates to follow ...
Thursday, June 7, 2012
My Galaxy Nexus
Just for further disclosure, here are the specs...
32GB Galaxy Nexus purchased on release day
Android Version: 4.0.4
Baseband Version: I515.09 V.FC04 / I515.FC05
Kernal Version: 3.0.8-gda6252b
android-build@vpbs1 #1
SMP PREEMPT Fri Apr 13 11:35:09 PDT 2012
Build Number: IMM76K
I need to look and see what I can find about SMP PREEMPT...
A post by Arithon (http://www.boards.ie/vbulletin/showthread.php?p=77999072) states:
-----
. . .
SMP PREEMPT refers to features of the kernel which are configured in, and are mentioned in the kernel version because they can have significant global effects on how the system behaves.
SMP = support for multiple processors and multi-core processors
PREEMPT = a way of writing the kernel so that things seem to happen "faster" (lower latency)
. . .
-----
I will now go read about Android and SMP PREEMPT. :)
Back to my issue... Has anyone who had the issue obtained the update to 4.0.4 and found that the issue is resolved? If so, please let me know...
32GB Galaxy Nexus purchased on release day
Android Version: 4.0.4
Baseband Version: I515.09 V.FC04 / I515.FC05
Kernal Version: 3.0.8-gda6252b
android-build@vpbs1 #1
SMP PREEMPT Fri Apr 13 11:35:09 PDT 2012
Build Number: IMM76K
I need to look and see what I can find about SMP PREEMPT...
A post by Arithon (http://www.boards.ie/vbulletin/showthread.php?p=77999072) states:
-----
. . .
SMP PREEMPT refers to features of the kernel which are configured in, and are mentioned in the kernel version because they can have significant global effects on how the system behaves.
SMP = support for multiple processors and multi-core processors
PREEMPT = a way of writing the kernel so that things seem to happen "faster" (lower latency)
. . .
-----
I will now go read about Android and SMP PREEMPT. :)
Back to my issue... Has anyone who had the issue obtained the update to 4.0.4 and found that the issue is resolved? If so, please let me know...
Suggestions for Verizon, Google, & Samsung...
I understand technology can be difficult, especially with the Ghosts in the Machine. What I want to suggest is for support staff & "techies" working on the issue to visit the links I've listed in the first post about the Galaxy Nexus and start reading... Note the issues (and frustration level).
If I was an employee, I would be pushing the firm to get involved and help, actively, solve the issue. I would be having techs call those affected so they could "hear" the issue. I'd make the techs and other employees use the device (returned devices that were affected, preferably) and send them to the area where it occurs (North Carolina, Minnesota, California, and Colorado as indicated on the XDA Developers poll). I'd then get the some of those affected users together in a conference with employees from all three firms in a 'tech fest.'
A 'tech fest' is, to me, a meeting where we take step-by-step moves to isolate issues that may be affecting the device-I'm not talking about an e3-sized event...
In this manner, the public, the paying customer who provides you with corporate monies, sees people moving to solve their problem(s). The corporations earn big PR "applause" and "kudos" for "doing the right thing." Everyone learns and, hopefully, problems are solved. If nothing else, the firms get self-starters who can help them solve future problems... Beta-testers for OS updates, etc...
In summary, get involved in the forums. Get active. Get moving. Sitting there or here doesn't get us moving forward and doesn't solve our issue...
If I was an employee, I would be pushing the firm to get involved and help, actively, solve the issue. I would be having techs call those affected so they could "hear" the issue. I'd make the techs and other employees use the device (returned devices that were affected, preferably) and send them to the area where it occurs (North Carolina, Minnesota, California, and Colorado as indicated on the XDA Developers poll). I'd then get the some of those affected users together in a conference with employees from all three firms in a 'tech fest.'
A 'tech fest' is, to me, a meeting where we take step-by-step moves to isolate issues that may be affecting the device-I'm not talking about an e3-sized event...
In this manner, the public, the paying customer who provides you with corporate monies, sees people moving to solve their problem(s). The corporations earn big PR "applause" and "kudos" for "doing the right thing." Everyone learns and, hopefully, problems are solved. If nothing else, the firms get self-starters who can help them solve future problems... Beta-testers for OS updates, etc...
In summary, get involved in the forums. Get active. Get moving. Sitting there or here doesn't get us moving forward and doesn't solve our issue...
Galaxy Nexus: Safe Mode, CDMA only, no wifi, no BT
I was running the Galaxy Nexus on CDMA only (no wifi, no Bluetooth, and in safemode). Verizon asked, via twitter, for my phone number ... hehe... and I gave them my mobile number...
Yes...
During the call, the operator stated, "Oh, it is happening with the phone now. I will call you back..."
So, the issue persists with the Galaxy Nexus in "Safe Mode" while only suing CDMA (no LTE) while the wifi is OFF and while BlueTooth is OFF.
Verizon has opened a trouble ticket (goes to "engineers"). Verizon indicated I was only the second person to complain that the issue persisted after the 4.0.4 update. If you have the 4.0.4 update & your Galaxy Nexus still has this issue, please call Verizon to let them know...
So... Ideas?
Yes...
During the call, the operator stated, "Oh, it is happening with the phone now. I will call you back..."
So, the issue persists with the Galaxy Nexus in "Safe Mode" while only suing CDMA (no LTE) while the wifi is OFF and while BlueTooth is OFF.
Verizon has opened a trouble ticket (goes to "engineers"). Verizon indicated I was only the second person to complain that the issue persisted after the 4.0.4 update. If you have the 4.0.4 update & your Galaxy Nexus still has this issue, please call Verizon to let them know...
So... Ideas?
Galaxy Nexus: Safe Mode
As requested by Verizon, I started the Galaxy Nexus on Safe Mode.
I'd tell you how to do so here, but I would be wasting everyone's time as the issue continues while the phone is on safe-mode. Three calls this am, and the first two had the issue-the third was real short (letting them know I would call them later on a land-line).
Unless Verizon has some other request at this point, I am going to follow Bob Egan's suggestion of running the Galaxy Nexus in 3G only mode (no wifi, no bluetooth) & while in Safe Mode (just to make sure I have eliminated any app issues).
Again, I'll update as I get information/news...
I'd tell you how to do so here, but I would be wasting everyone's time as the issue continues while the phone is on safe-mode. Three calls this am, and the first two had the issue-the third was real short (letting them know I would call them later on a land-line).
Unless Verizon has some other request at this point, I am going to follow Bob Egan's suggestion of running the Galaxy Nexus in 3G only mode (no wifi, no bluetooth) & while in Safe Mode (just to make sure I have eliminated any app issues).
Again, I'll update as I get information/news...
Wednesday, June 6, 2012
Update: Galaxy Nexus Issue
It has been suggested by Bob Egan that perhaps communication with the LTE, perhaps some reverse channels (sounds like back channels in spy-speak), may be a cause of the issue...
Reverse channels described, briefly, here (http://teletopix.blogspot.com/2012/01/how-to-reverse-channel-works-in-cdma.html). More detailed information here (http://en.wikipedia.org/wiki/CDMA_spectral_efficiency).
Back to my issue...
When LTE / CDMA is enabled as the mobile networks, the audio is shut off both ways when, during the phone call, you select CDMA. I would call this a "dropped call." This is different than what happens when I am on a call and, suddenly, the other party can no longer hear me. So, I guess I have 2 issues... :)
I was able to cut off audio occasionally when disconnecting wifi (by pulling the power cord on the router)-this happened when the phone was on LTE.CDMA and CDMA only... I would call this a "dropped call" too. Both parties lost the ability to hear the other party and the call ended shortly thereafter.
Can someone confirm both of these "dropped call" issues?
Again, this "dropped call" issue differs from "my issue." In "my issue," I am on a call and the other party loses the ability to hear me-I can still hear them, and the phone call does not end unless one of us hangs up. "My issue" is not what I would call a "dropped call."
I do know that 4G does get intermittent service in my area, and I have called Verizon about this a few times. I go from 4G to 3G around my end of town... Perhaps 4G connectivity is an issue/cause. How about being exactly between towers and 4G moving from tower to tower? Might that be an issue?
Earlier today, I was on 3G only (CDMA), and I had the issue (but wifi was on).
Verizon is asking me to run the Galaxy Nexus in 'Safe Mode" to see if the "issue" happens. So, I am going to run it in safe mode to test the device...
If that doesn't work, I guess I will follow Bob Egan's advice and try wifi off, BlueTooth off, and LTE off-running strictlyl on CDMA with no other wireless connectivity (so to speak).
Not sure what it means if it also happens then...
Updates as I get more information...
Reverse channels described, briefly, here (http://teletopix.blogspot.com/2012/01/how-to-reverse-channel-works-in-cdma.html). More detailed information here (http://en.wikipedia.org/wiki/CDMA_spectral_efficiency).
Back to my issue...
When LTE / CDMA is enabled as the mobile networks, the audio is shut off both ways when, during the phone call, you select CDMA. I would call this a "dropped call." This is different than what happens when I am on a call and, suddenly, the other party can no longer hear me. So, I guess I have 2 issues... :)
I was able to cut off audio occasionally when disconnecting wifi (by pulling the power cord on the router)-this happened when the phone was on LTE.CDMA and CDMA only... I would call this a "dropped call" too. Both parties lost the ability to hear the other party and the call ended shortly thereafter.
Can someone confirm both of these "dropped call" issues?
Again, this "dropped call" issue differs from "my issue." In "my issue," I am on a call and the other party loses the ability to hear me-I can still hear them, and the phone call does not end unless one of us hangs up. "My issue" is not what I would call a "dropped call."
I do know that 4G does get intermittent service in my area, and I have called Verizon about this a few times. I go from 4G to 3G around my end of town... Perhaps 4G connectivity is an issue/cause. How about being exactly between towers and 4G moving from tower to tower? Might that be an issue?
Earlier today, I was on 3G only (CDMA), and I had the issue (but wifi was on).
Verizon is asking me to run the Galaxy Nexus in 'Safe Mode" to see if the "issue" happens. So, I am going to run it in safe mode to test the device...
If that doesn't work, I guess I will follow Bob Egan's advice and try wifi off, BlueTooth off, and LTE off-running strictlyl on CDMA with no other wireless connectivity (so to speak).
Not sure what it means if it also happens then...
Updates as I get more information...
Galaxy Nexus Issue
I moved to western NC to open my firm. Down east, AT&T had great coverage (Verizon's coverage was not as good). Moving to Asheville, I wanted to have a single line to my firm and decided to use my mobile number as my office number (I also have a Google Number - nothing like voice-mail and dictated e-mail!). I immediately noticed the phone wasn't working as ... a phone. The "issue" happened about 80% of the time...
What is "the issue?" Namely:
While on a phone conversation that has been fine for at least 2 minutes, the other party suddenly hears a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
So, what did I do? I called Verizon customer support and described the situation. Verizon assured me they had never heard of such a thing but did offer to let me soft reset the phone to see if that would fix the issue. Nope... Verizon asked me to conduct a hard reset, but the hard reset did not prevent the same "issue." Verizon asked me to reset and not install any software (apps) to see if the "issue" was fixed. The "issue" still happened about 80% of the time.
The 4.0.4 update came out on June 5, 2012 for my phone. I updated immediately, but found the "issue" remained. I turned off LTE, but the "issue" remained when the device (can't call it a phone...) was set to CDMA only. Verizon then asked that I do a reset, but the "issue" remains.
In trying to get a solution for the many of us with this issue, I started tweeting various Internet dignitaries, Tech writers, and company employees (Verizon) regarding our "issue." The "issue" is documented well, but let me write it out for you...
While on a phone conversation, the other party tells me they hear a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
Clear?
Read it again... Please.
Again, this happens while the Nexus is set on LTE + CDMA or just on CDMA. It happens when the wifi is on or off. It happens on stock handset set-up or fully loaded handset with applications. Soft reset and hard reset do nothing to prevent the "issue" from reoccurring.
Here are a few threads where this is discussed:
1. Code.Google - http://code.google.com/p/android/issues/detail?id=24019
2. XDA Developers - http://forum.xda-developers.com/showthread.php?t=1545621
3. Android Forums - http://androidforums.com/samsung-galaxy-nexus/472451-vzw-other-person-cant-hear-me.html
4. Productforums.Google - http://productforums.google.com/forum/#!topic/mobile/bhhO8QkS3iQ
5. Community.VerizonWireless - https://community.verizonwireless.com/thread/759860
6. Android Central - http://forums.androidcentral.com/verizon-galaxy-nexus/145757-can-you-hear-me.html
7. Galaxy Nexus Forum = http://www.galaxynexusforum.com/forum/galaxy-nexus-general-discussion/1112-mic-issue.html
8. Droid Forums - http://www.droidforums.net/forum/galaxy-nexus-general-discussions/189519-voice-call-problems.html
The "theories" go from DTMF tones to SIM card issues. The SIM I am using works just fine in a Razr MAXX, but the issue continues if I move it to the GN-not a SIM issue in my opinion.
Not sure about the DTMF tones, I'll have to go look them up
What is "the issue?" Namely:
While on a phone conversation that has been fine for at least 2 minutes, the other party suddenly hears a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
So, what did I do? I called Verizon customer support and described the situation. Verizon assured me they had never heard of such a thing but did offer to let me soft reset the phone to see if that would fix the issue. Nope... Verizon asked me to conduct a hard reset, but the hard reset did not prevent the same "issue." Verizon asked me to reset and not install any software (apps) to see if the "issue" was fixed. The "issue" still happened about 80% of the time.
The 4.0.4 update came out on June 5, 2012 for my phone. I updated immediately, but found the "issue" remained. I turned off LTE, but the "issue" remained when the device (can't call it a phone...) was set to CDMA only. Verizon then asked that I do a reset, but the "issue" remains.
In trying to get a solution for the many of us with this issue, I started tweeting various Internet dignitaries, Tech writers, and company employees (Verizon) regarding our "issue." The "issue" is documented well, but let me write it out for you...
While on a phone conversation, the other party tells me they hear a series of beeps, garbled speech, then nothing. The phone call is still active, and I can still hear everything the other party says. The phone call continues until the other party or I hang up.
Clear?
Read it again... Please.
Again, this happens while the Nexus is set on LTE + CDMA or just on CDMA. It happens when the wifi is on or off. It happens on stock handset set-up or fully loaded handset with applications. Soft reset and hard reset do nothing to prevent the "issue" from reoccurring.
Here are a few threads where this is discussed:
1. Code.Google - http://code.google.com/p/android/issues/detail?id=24019
2. XDA Developers - http://forum.xda-developers.com/showthread.php?t=1545621
3. Android Forums - http://androidforums.com/samsung-galaxy-nexus/472451-vzw-other-person-cant-hear-me.html
4. Productforums.Google - http://productforums.google.com/forum/#!topic/mobile/bhhO8QkS3iQ
5. Community.VerizonWireless - https://community.verizonwireless.com/thread/759860
6. Android Central - http://forums.androidcentral.com/verizon-galaxy-nexus/145757-can-you-hear-me.html
7. Galaxy Nexus Forum = http://www.galaxynexusforum.com/forum/galaxy-nexus-general-discussion/1112-mic-issue.html
8. Droid Forums - http://www.droidforums.net/forum/galaxy-nexus-general-discussions/189519-voice-call-problems.html
The "theories" go from DTMF tones to SIM card issues. The SIM I am using works just fine in a Razr MAXX, but the issue continues if I move it to the GN-not a SIM issue in my opinion.
Not sure about the DTMF tones, I'll have to go look them up
So we are here today... Please feel free to ask me to try other items... I am going to send the device back to Samsung for "repair" within a few days, so, if you have suggestions, please send them my way... :)
I'll update as I have more information...
Thanks (I should have stated that earlier...).
C
Thursday, May 10, 2012
2 sides to issues...
Feel confused when you hear 2 sides of a discussion and don't understand why people have different recollections of a single event? Emotions...
Logic, obtained through critical thinking, is the only way to have a single, unified recollection. Use facts, and not emotions, to lead you to your conclusions.
While subjective opinions may lead to different preferences (say Colt over LMT), we can agree on the facts (both are mil-spec weapons suitable for our purpose(s)).
The difficulty, for most, is not letting the emotion alter perception of the facts... The only advice I have ... focus and breathe. If you have other methods, do let me know...
Good day!
Subscribe to:
Posts (Atom)