My VZW Customer Service Rant!


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  1. d1pham

    d1pham Well-Known Member This Topic's Starter

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    I've been through 4 Droid units so far:

    1st Unit -- Dead/burnt out pixel.
    2nd Unit -- Laggy keyboard/jumpy signal (YouTube - P1040367.MOV).
    3rd Unit -- Dent/scratch on lip of the phone brand new right out of the box.
    4th Unit -- Lint/hair stuck under the screen.

    I got to examine the 4th unit before the rep activated it and since I was an hour and a half into my lunch break I merely looked over the phone for dents or scratches. Well, when I got back to the office I noticed the lint particle under the screen. So I called customer service and the rep told me to take it back, being that it was my forth phone I asked if I could return it at another store and try my luck elsewhere. The rep said sure and made a note on my account.

    *Here's where it gets good*

    I show up at the other store and the rep looks at the phone and goes to the back to talk to his manager. He comes back out acknowledges the lint/particle exists but says he can't replace it because he spoke to the manager at the other store and because I examined the phone and accepted it I now have to stick with it?!? Plus from the time I left the other store to the time I showed up at the second store I could have done something to cause the piece of lint/particle to show up?!? At that point I said no more and just decided to leave the store and call customer service from my phone. They tell me to go back the original store and talk to the manager. Additionally, they tell me since the lint particle does not affect the functionality of the phone their policy is not to replace it?!? They also tell me since the phone has been swapped out once before I can no longer return the phone for a full refund?!?

    At this point I'm so sick of dealing with Verizon that I'll stick with the unit I currently have. Other than the issues I've been experiencing, I'm generally satisfied with the phone (especially the Android OS). However, I have to say I'm disappointed with the level of customer service displayed by VZ. How can you not replace a phone with a piece of lint under the screen? And how can you accuse a customer of wrong doing by indicating that he/she had something to do with the existence of the lint particle?
     

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  2. johnlgalt

    johnlgalt Antidisestablishmentarian VIP Member

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    FWIW - a lot of people have been noticing lag when they are on the android forums. There is a thread about it in here somewhere....
     
  3. d1pham

    d1pham Well-Known Member This Topic's Starter

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    Yup, I was one of the original thread contributors. But the lag happens during SMS as well.
     
  4. johnlgalt

    johnlgalt Antidisestablishmentarian VIP Member

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    I actually had it happen to me when I got an SMS this after noon from my bro in Las Vegas. It was horribly slow - and I had just woken the phone up from sleeping.

    After I got he first one sent, he replied - my reply took less time.

    After I sent the 2nd, he replied a third time - and the third time my reply was lag-free.

    I wonder if this has to do with Wireless being on?
     
  5. Ataranine

    Ataranine Well-Known Member

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    Since all you seem to use is the virtual keyboard, why didn't you just go with the Eris in the first place? :p
     
  6. d1pham

    d1pham Well-Known Member This Topic's Starter

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    Could be associated WiFi. I noticed that the 2nd unit would heat up when the keyboard slow down started and even more so when Wifi was enabled. FWIW the unit in the video did not have any apps installed when I created the video.
     
  7. d1pham

    d1pham Well-Known Member This Topic's Starter

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    :)

    The worst part is that the physical keyboard lagged as well.
     
  8. Ataranine

    Ataranine Well-Known Member

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    I just tested the same thing you did on my Eris and it lagged too..a lot.
    I finished typing long before half the characters showed up.
    So it's not just the Droid, sadly. :(
    Although I don't, that I can remember anyways, get laggy keys when replying to an SMS.
     
  9. square

    square Well-Known Member

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    I just replied to this thread and noticed a lag...but I have no lag with email or sms.
     
  10. d1pham

    d1pham Well-Known Member This Topic's Starter

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    Yeah but at least you don't have to stare at a piece of lint while your keyboard is lagging. HAHAHAH
     
  11. Ataranine

    Ataranine Well-Known Member

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    lmao well at least your screen is bigger. :O
    That's the only thing I like about the Moto. I'd never give my Eris for one. :p
    Heheheh
    How big is this lint? I WANT PICS!!
     
  12. d1pham

    d1pham Well-Known Member This Topic's Starter

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    It is hard to photograph. I'll try with macro mode. It is about 1/2 a CM.
     
  13. Ataranine

    Ataranine Well-Known Member

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    Where is it? Like, in the corner? Or the middle? I would have raised hell either way but if it were in the middle I would have hurt someone..
     
  14. bthoward

    bthoward Well-Known Member

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    So in other words you're returning devices for placebo related improvements and you're a big portion of why the phones cost as much as they do.
     
  15. d1pham

    d1pham Well-Known Member This Topic's Starter

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    Okay...put yourself in my shoes and tell me you wouldn't replace a phone with a laggy keyboard, dent/scratch on the lip of the phone and/or a piece of lint stuck under the screen. Secondly, tell me you wouldn't be the least bit offended if the Verizon rep accused you of having a hand in the existence of the lint particle.

    Issues like these are simply unacceptable. I like all three companies involved and would like to see each succeed but if there is a blatant flaw in your manufacturing process I cannot condone that.
     
  16. d1pham

    d1pham Well-Known Member This Topic's Starter

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    Bottom of the screen in the middle of the screen. Right near the menu button.
     
  17. bthoward

    bthoward Well-Known Member

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    Ok a single burnt out pixel is pretty lame and I'd bet that the laggy keyboard was a pebcak error.
     
  18. d1pham

    d1pham Well-Known Member This Topic's Starter

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    Yup sure was. I was trying to type on the phone with not a single application installed after a complete wipe of the device. Definitely a pebcak error.
     
  19. bthoward

    bthoward Well-Known Member

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    Excellent... Admitting that you have a problem is the first step to recovery!
     
  20. mully

    mully Well-Known Member

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    d1pham, I agree with you 100%. I have dealt with Verizon Wireless customer service repeatedly since owning a BB Storm (on my SIXTH one now). I had so many issues with the phone and Verizon would refuse to give me a new one....always a refurb.....even during the 1st thirty days. Every phone would have the same quality control issues.

    I would definately take that phone back if it had lint under the screen, a burned out pixel, dent, or anything like that.

    bthoward.....it's people like you who "settle" for imperfections and make these company's act like they do. Gimme a break. You pay for something new, you expect it to be just that. NEW.....in perfect condition.
     
  21. bthoward

    bthoward Well-Known Member

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    Problem is that often the real issue is the user.

    Edit: And not to mention even if there is a very minor issue (such as my Storm not clicking very well) they can be fixed very easily (such as with a half turn of two screws) and then poof you can move on with your life. But honestly unless you're receiving the units in the mail there is no excuse for leaving the store with a unit that doesn't satisfy you. If you do its plain ignorance and or lazyness. Either one I feel is grounds for you to be required to keep the device you were issued. I honestly think that VZW is a bit too lenient on that which they will replace for people and for that they get nothing but taken advantage of.

    Its things like this that jack up costs! Hell if we were smart people would start to realize just how much they are paying for these phones. The Droid costs 600 retail. So that means that if you get it for 200 after rebate that 400 dollars is covered on your bill. That means that just over 33 bucks a month goes toward paying for the phone. So why if one is willing to pay 600 for the phone do they not get 33 dollars taken off their monthly bill? Its because they have to pay for whiners who take their phone back for issues they've caused (installing too many auto syncing apps and wondering why their battery life sucks; denting or scratching things in their pocket and thinking it must have come that way; having a piece of dust show up a few days after buying it and think they are entitled to a new one; or worst of all the people who took their phones back because they didn't like the OS that was on it from RIM). Ignorance costs us all money.
     
  22. drudometkin

    drudometkin Well-Known Member

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    I have a small piece of lint in the middle but I'm pretty sure it is under the screen protector. Hope so.
     
  23. RoyMustang

    RoyMustang Well-Known Member

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    Just so you all know this was posted word for word on another forum as well.
    My VZW Customer Service Rant! - Android Central Forums

    Take it however you want to. I can't decide if this makes the op a troll or if it makes his claim more legit.

    If the op has a legit claim then my apologies. I have been seeing more and more bogus threads and I know that the success of this phone is sure to ruffle a few feathers, (att, apple, garmin, etc.)
     
  24. bthoward

    bthoward Well-Known Member

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    Finally a voice of reason!
     
  25. bthoward

    bthoward Well-Known Member

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    I'm certain that there are some Garmin employees who have been doing a bit of trolling around on topics such as this.... The word for word reposting is an interesting one. Me thinks troll. Perhaps he works for AT&T?

    Edit: ;) I only say AT&T because T-Mobile is too small to even care about and even Sprint employees know that Sprint is circling the drain.
     

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