Help Poor Incredible Sound Quality = Poor Verizon Customer Service

[LandLockedPH]

I (like hundreds of others) have had a call quality problem with the two Droid Incredibles I purchased for my wife and myself when they were released on April 30th. Verizon recognized that there was a problem and replaced both devices with ones manufactured about a month later (5/02) and the same issue with poor voice quality continued.

We love the device EXCEPT for the lack of ability to understand callers. So, I asked Verizon to extend our 30-day

 

[colnago]

Really? What provider extends the 30-day return policy? Even if they did, should Verizon be responsible for an "HTC hardware issue"?

I returned (2) Droids due to reception issues, within my 30-day trial period. I received a $300+ ETF, despite cancelling in 20 days, and a phone call had the charge removed, no questions asked. Kind of harsh to label an entire company based on the fact that they will not operate outside of their standard operating procedure. You could always cancel, and try start another contract if "HTC" ever resolves the issue.


- Sent from Nokia n900 via T-Mobile.

 

[LandLockedPH]

Really? What experience have you had running a customer facing business? Not too much, I assume.

Verizon has chosen to sell a device that clearly does not work as advertised and needs to stand behind THEIR product. It’s simple customer service 101. And if their customer is willing to work with them and give them a chance to rectify the issue, good customer service would suggest they jump at the chance.

So the next time you buy something from Wal-Mart that doesn’t perform as advertised or falls apart, you’re not going to expect Wal-Mart to stand behind the product they sold. Right? Instead of taking it back to Wal-Mart, you’re going to contact the manufacturer in China to replace the item or give you your money back. Yeah, right.

“…should Verizon be responsible for an “HTC hardware issue”?” No. But they are the company that is responsible for providing a service (or product) to THEIR customer and resolving the issue to their customer’s expectation IS VERIZON’S responsibility.

And, Verizon's lack of a public statement on an issue that hundreds of its customers are experiencing is inexcusable.

 

[INTREPID-NY]

Verizon extended my return period. I called regarding the random reboot problem. They have a Verizon bulletin on the issue. I completed a trouble ticket. They noted my account that I could return / exchange the phone after the 30 day period.

Good procedure for large companies: If they say no, call back again later. It is likely you will get a different answer.

SPECIAL UNPUBLISHED VERIZON NETWORK REPAIR BUREAU
866-298-5373

Alternate Contact Info:
(800) 922-0204
Monday-Sunday 6am-11pm

Required Prompt Responses: Enter your Cell #, Select 3 (tech support), In your own words, say what your problem is : SAY NOTHING!!!!! and wait for choices, Select 4 (smart phones) , Select 2 (Other Smart Phones), enter account password. You will be connected to the correct person.

 

[LandLockedPH]

Thank you. I'll give it one more try.

 

[b1gg134]

I find verizon customer service to be seriously lacking also. You are not the only one.

 

[colnago]

Really? What experience have you had running a customer facing business? Not too much, I assume.

Verizon has chosen to sell a device that clearly does not work as advertised and needs to stand behind THEIR product. It’s simple customer service 101. And if their customer is willing to work with them and give them a chance to rectify the issue, good customer service would suggest they jump at the chance.

So the next time you buy something from Wal-Mart that doesn’t perform as advertised or falls apart, you’re not going to expect Wal-Mart to stand behind the product they sold. Right? Instead of taking it back to Wal-Mart, you’re going to contact the manufacturer in China to replace the item or give you your money back. Yeah, right.

“…should Verizon be responsible for an “HTC hardware issue”?” No. But they are the company that is responsible for providing a service (or product) to THEIR customer and resolving the issue to their customer’s expectation IS VERIZON’S responsibility.

And, Verizon's lack of a public statement on an issue that hundreds of its customers are experiencing is inexcusable.

Well, you should never "assume" given that I manage/administer a VoIP telophony service for a Fortune 500 company's corporate customer. Regardless, my point was that your expectations are misdirected. If there is an inherent hardware issue with an HTC phone, Verizon has no capacity to resolve nor reverse engineer said product, especially within your "extended 30-day window".

Your efforts would be better served routing your issue through HTC, and opening a case. Fixing this "problem" could potentially involve re-deploying design engineers, sourcing new components from different suppliers, then passing a testing and review process. Just how long is Verizon supposed to extend that return policy for you given the average length of time it takes just to come out with a "software" update?

Now if Verizon refused to accept you return, I'd say you had grounds for a complaint. But given that there exists a 30-day return policy, just return the phone. If you have not tried another brandvmodel, you pretty much eliminated half of the troubleshooting process...your perogative, but it makes it a little harder to isolate the issue. Very few companies are producing products at "Five 9s", so keeping an eye on this next deployment, via the forum(s), are your least expensive option.

Good luck finding a satisfactory device. FWIW, at best, Verizon's calls are run using an 8Kbs codec...call quality may not compare to other carriers, but as always, YMMV, especially depending on what phone you use.

 

[LandLockedPH]

Please forgive my “assumption”. But managing/administering a VOIP telephony service is not quite the same as managing customer service. I stand by my point regarding whose responsibility it is to respond to their customer’s issues. Although this problem with the device doesn't bode well for HTC, ultimately Verizon is the responsible company taking the customer's money.

In any case, I did open a ticket with HTC. Here is their response:

Hi, I’m Caylen, and I’ll be happy to assist you today. We are currently aware of this issue and working to address this is in the next MR (ROM update). Like all ROM updates, we cannot provide the exact date for an expected release, as there may be delays that are out of HTC’s control. For now, try the below troubleshooting steps in attempts to resolve this issue. When holding the device, you should hold it with your fingertips for optimum strength in signal. Dial: *228 option 1-phone update *228 option 2- prl update After you have completed these steps, soft reset the device. You can soft reset by powering off the phone, removing the back cover and battery, replace the back cover and battery, and power the phone back on. Thank you for contacting HTC America Technical Support. Please feel free to contact us again if you have any future questions. Also, I would like to invite you to participate in a customer satisfaction survey located at HTC Online Survey.

The *228 option did not work for me. But at least HTC has acknowledged an issue with the device and is working on it.

I have spoken further with Verizon and they are escalating the issue. They have told me that they will have an update for me tomorrow evening, so I will wait and see what their updated response it.

Thanks to everyone for your input.

 

[GrandMasterB]

Please forgive my “assumption”. But managing/administering a VOIP telephony service is not quite the same as managing customer service. I stand by my point regarding whose responsibility it is to respond to their customer’s issues. Although this problem with the device doesn't bode well for HTC, ultimately Verizon is the responsible company taking the customer's money.

In any case, I did open a ticket with HTC. Here is their response:

Hi, I’m Caylen, and I’ll be happy to assist you today. We are currently aware of this issue and working to address this is in the next MR (ROM update). Like all ROM updates, we cannot provide the exact date for an expected release, as there may be delays that are out of HTC’s control. For now, try the below troubleshooting steps in attempts to resolve this issue. When holding the device, you should hold it with your fingertips for optimum strength in signal. Dial: *228 option 1-phone update *228 option 2- prl update After you have completed these steps, soft reset the device. You can soft reset by powering off the phone, removing the back cover and battery, replace the back cover and battery, and power the phone back on. Thank you for contacting HTC America Technical Support. Please feel free to contact us again if you have any future questions. Also, I would like to invite you to participate in a customer satisfaction survey located at HTC Online Survey.

The *228 option did not work for me. But at least HTC has acknowledged an issue with the device and is working on it.

I have spoken further with Verizon and they are escalating the issue. They have told me that they will have an update for me tomorrow evening, so I will wait and see what their updated response it.

Thanks to everyone for your input.

Its a shame to see this happen. Verizon usually provides better than expected customer service for me but I have definitely had a couple of less than stellar experiences with CS reps needing attitude adjustments.

I feel confident that once your issue is escalated and you make it past the lower tier reps you will be taken care of. Lets keep our fingers crossed that they get your issue resolved.

 

[colnago]

Please forgive my “assumption”. But managing/administering a VOIP telephony service is not quite the same as managing customer service...

When you directly support the client, and responsible for developing and producing client deliverables, you are customer service. Job title has nothing to do with it...but I digress, good luck with getting that resolved. I'm glad enough people posted about the reception/call quality issue here...will probably look elsewhere for a slingmobile capable device. Personally, I think HTC may suspect design issues and/or hardware, but again YMMV. FWIW, the Nexus One has 3G connectivity issues on AT&T (or T-Mo), and I saw flaky reception with the TP2 and Fuze on AT&T.

If it turns out to be a weak signal issue, you can always try the antenna mod I made for my Droids, before I returned them, after Verizon suggested that I buy an extender:

http://androidforums.com/motorola-d...rough-3g-1x-switching.html?highlight=homemade

 

[milnivlek]

Just as an aside, in most other countries it's standard practice for consumers to approach phone manufacturers (Motorola, HTC, Nokia, etc) directly for technical assistance rather than going through their carriers. The carrier merely sells the phone at a subsidized rate, nothing more. They'll guide you in setting up their services on your chosen phone, but they'll almost always re-direct you to the phone manufacturers for any technical support beyond that.

Over here, we're starting to see a shift towards the same support model, thanks to the greater complexity of modern smartphones. But for now it seems most consumers still approach their carriers first about their phone issues.

 

[USofPlutarchy]

I (like hundreds of others) have had a call quality problem with the two Droid Incredibles I purchased for my wife and myself when they were released on April 30th. Verizon recognized that there was a problem and replaced both devices with ones manufactured about a month later (5/02) and the same issue with poor voice quality continued.

We love the device EXCEPT for the lack of ability to understand callers. So, I asked Verizon to extend our 30-day

 

[brettlewis]

have had to a day now and have had no such issues. I pretty much just tested its quality all day too.

I had 6 droids so I wanted to make sure I didnt get a dud.

Anyways, I dont know if they changed something after the screen shortage to fix the issue or if you just have a defect. best thing to do is call them. dont go in store, they are always a hassle in store.

 

[Dokk]

Just a quick question regarding when you received a call about them not extending the policy. Did you ask to speak with a supervisor or just a standard level CSR? I'm always curious if the people who complain about the level of customer service ever escalate the issue.

Every time I've had to deal with a Verizon CSR who's problematic, I stop the conversation and ask to speak to a supervisor. Just today I spoke with a CSR who told me "no there's no way I can do that for you, its not possible." Spoke with the supervisor and got what I'd asked for and then some.

 

[sail4fun201]

Last night, a CSR let me upgrade three weeks before my Annual Upgrade date. I'm pretty satisfied.

 

[kwilsonw]

Verizon extended my return period. I called regarding the random reboot problem. They have a Verizon bulletin on the issue. I completed a trouble ticket. They noted my account that I could return / exchange the phone after the 30 day period.

Good procedure for large companies: If they say no, call back again later. It is likely you will get a different answer.

SPECIAL UNPUBLISHED VERIZON ONETWORK REPAIR BUREAU
866-298-5373

Alternate Contact Info:
(800) 922-0204
Monday-Sunday 6am-11pm
p
Required Prompt Responses: Enter your Cell #, Select 3 (tech psupport), In your own words, say what your problem is : SAY NOTHIiNG!!!!! and wait for choices, Select 4 (smart pho
nes) , Select 2 (Other Smart Phones), enter account password. You will be connected to the correct person.

--------- ------- ------------ --------------------- ------------------- -------------xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Oops! Omg! Sorry, I'm using my DI & still getting use to my touch keyboard. No idea what I did to change the original person who posted the above information. Dang it!

 

[sean76]

Same here, they wouldn't extend mine either. And I have the same call quality issues as well. And it was a supervisor that told me no. I mean they were nice about it, but just said there was nothing I could do about it. And that my best bet would be to return for a full refund, cancel the line, and start over when they start coming back into stock....

 

[colnago]

Same here, they wouldn't extend mine either. And I have the same call quality issues as well. And it was a supervisor that told me no. I mean they were nice about it, but just said there was nothing I could do about it. And that my best bet would be to return for a full refund, cancel the line, and start over when they start coming back into stock....

Did your call quality ever improve in areas of strong signal (i.e. dBm values above -75)?

 

[kwilsonw]

I

Just as an aside, in most other countries it's standard practice for consumers to approach phone manufacturers (Motorola, HTC, Nokia, etc) directly for technical assistance rather than going through their carriers. The carrier merely sells the phone at a subsidized rate, nothing more. They'll guide you in setting up their services on your chosen phone, but they'll almost always re-direct you to the phone manufacturers for any technical support beyond that.

Over here, we're starting to see a shift towards the same support model, thanks to the greater complexity of modern smartphones. But for now it seems most consumers still approach their carriers first about their phone issues.

Unfortunately that is true in more ways than with these phones.
Thank God our America has NOT been totally "fundamentally transformed" to their model YET! I love America!
That being said.....I did not sign a 2 yr contract with HTC. I expect whoever is getting my money to stand behind the product they are selling to me. It's their responsibility to know what they are selling. If they consistently sell bad products, they lose their customers & eventually go under.
So far Verizon is working with me and I am willing to give them a chance to make it right since I've never had any problems in the past. However I am disappointed that they let these defective phones slip thru the cracks.

 

[mcapozzi]

So Verizon has horrible cs because you are in the extreme minority of people that has bad call quality and won't break a company policy for you? Got to love entitled Americans.

Yes, he is a stupid entitled American because:

1) He wants a phone that works.

2) He wants to give the provider a chance to fix the mistake, instead of just cancelling outright (which he IS fully entitled to do).

3) This courtesy has been extended to other customers in the past. He WANTS to be a loyal paying customer, it isn't like he's trying to get anything out of them (rebates, refunds, etc.).

Every company has CSRs that know how to keep customers happy, and there are those who do the bare minimum to collect a paycheck. Worst case scenario, they can always escalate the call to someone who can work outside the SOP.

You sir on the other hand, are a bleeping jerk.

-Mike

 

[gruss]

Just wondering if the OP ever tried another phone, any phone on verizon in his area? I didn't see it mentioned and I understand he doesnt want a "different" phone but is it just vzw stinks in your area or is it actually the phone? Just curious.

 

[secretLOVER]

Yes the customer service sucks but, you got to make it work for you. Make lemonade. Don't just say 'F the lemons' and bail.
Enough calls in usualy gets you what you want, whether entitled or not. Most reps have no idea what's going on and just want to keep you happy.

 

[kwilsonw]

yes, he is a stupid entitled american because:

1) he wants a phone that works.

2) he wants to give the provider a chance to fix the mistake, instead of just cancelling outright (which he is fully entitled to do).

3) this courtesy has been extended to other customers in the past. He wants to be a loyal paying customer, it isn't like he's trying to get anything out of them (rebates, refunds, etc.).

Every company has csrs that know how to keep customers happy, and there are those who do the bare minimum to collect a paycheck. Worst case scenario, they can always escalate the call to someone who can work outside the sop.

You sir on the other hand, are a bleeping jerk.

-mike

ditto !!!!!

 

[kwilsonw]

Yes, he is a stupid entitled American because:

1) He wants a phone that works.

2) He wants to give the provider a chance to fix the mistake, instead of just cancelling outright (which he IS fully entitled to do).

3) This courtesy has been extended to other customers in the past. He WANTS to be a loyal paying customer, it isn't like he's trying to get anything out of them (rebates, refunds, etc.).

Every company has CSRs that know how to keep customers happy, and there are those who do the bare minimum to collect a paycheck. Worst case scenario, they can always escalate the call to someone who can work outside the SOP.

You sir on the other hand, are a bleeping jerk.

-Mike

So Verizon has horrible cs because you are in the extreme minority of people that has bad call quality and won't break a company policy for you? Got to love entitled Americans.[/QUOTE


I am an "Entitled American" Only when I PAY for it! God Bless AMERICA! Proud to be an American.

 

[Doodlebug48]

So Verizon has horrible cs because you are in the extreme minority of people that has bad call quality and won't break a company policy for you? Got to love entitled Americans.

*****************************************************************
I don't know where you're from, it's definitely not America, maybe the South Pole or Russia. But here in America, if we purchase something and it's under a contract, we expect the service provider to take care of any "problems", NOT the manufacturer. I have a cellular phone and I am under contract and I DO EXPECT my carrier to take care of me. That's only common sense!