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?
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