sick of verizon's poor technical support


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  1. yasuro

    yasuro Active Member This Topic's Starter

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    just venting, but i'm sick of the standard "task killer" response for any problem with the droid.

    i have all of 4 apps installed outside of the default apps my droid comes with. i'm on droid number 3 due to poor mic performance and horrible sound.

    my wife is on droid number 4 due to mic just cutting out in the beginning of every call.

    service at the store and on the phone is ridiculously bad. if you have any problem, their standard response is to make it your fault for downloading apps. on a smartphone. argh.

    and, by the by, i have run my phone vanilla (only default apps) and run into same problem for every call.
     

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  2. AndroidsOfTara

    AndroidsOfTara Well-Known Member

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    The VZW people are just trained to do that. We know far more about these devices than most of them ever will.

    When I brought my first Droid in for exchange due to random shutdowns and reboots (even after I did a factory reset), the first thing the VZW tech did was.... (wait for it).... install a task killer app after I told her that the problems persisted after a factory reset.

    My wife just had to exchange her first Droid due to random shutdowns & reboots. The first thing the VZW tech did on her new phone was... (wait for it)... install a task killer app.

    Having to deal with these people is an exercise in frustration.
     
  3. brettlewis

    brettlewis Well-Known Member

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    The store manager pretty much told me they can only deal with hardware issues (which means moto has to fix it) because the software is not theres and and the only thing they can do is make a request.

    Dont blame them because they cant do anything about it, its not verizons fault most of the time, its either an android problem or a motorla problem.

    My first droid had a faulty cell antenna, so i had to get it returned. That is probably the issue you have as it has been reported several times and is the reason for "the mic not working"

    they are just the carrier of the phone, they will give you a new one if you need it.
     
  4. yasuro

    yasuro Active Member This Topic's Starter

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    i was just at the corporate store today, and even though i did a factory reset, i experience the, "do you know about ATK?" after she had installed it. i then asked her how this would help when i had done a factory reset. she then got mad because i'd obviously did not want her help and just wanted a phone replacement.
     
  5. alostpacket

    alostpacket Over Macho Grande? VIP Member

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    Aye, brett said it well.

    I'd just add that you should feel free to come around here and ask questions. Some of the folks here have considerably more knowledge about the droid than most VZ reps.
     
  6. BucYouUp68

    BucYouUp68 Well-Known Member

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    Did you turn the Voice Privacy off in the Phone Settings? I find it hard to believe that 7 Phones are having the same problem. Verizon Tech Support cant be counted on. Voice Privacy causes issues on these phones, give it a shot, most likely will fix your problem.
     
  7. yasuro

    yasuro Active Member This Topic's Starter

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    well, it looks like other folks on this board were correct. best bet is to call on the phone. fast, courteous, told me not to install ATK and gave me no run around. they'll call back on tuesday to see how my replacement works.
     
  8. yasuro

    yasuro Active Member This Topic's Starter

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    yeah, tried that plus changing the #PROGRAM for voice. didn't help.
     
  9. skunkpbguy

    skunkpbguy Well-Known Member

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    +1
     
  10. Geezer Squid

    Geezer Squid Well-Known Member

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    There is a known issue with proximity sensors and long hair causing disconnects during calls. Long sideburns has caused it too.

    Also, there have been a number of proximity sensors fail altogether.
     
  11. Coogi

    Coogi Well-Known Member

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    I am a Indirect Agent (not corp vzw) and I have my 4th coming in the mail.... first one was the 3.5mm loose, second one was a clnr, which the headset speaker didnt work unless i put everyone i talked to on speaker. then this one i hear a constant crackling when i make a call. plus the battery door wont stay on. So dont worry they treat their employees bad also...

    About to say **** them on the phone and just give me my money back, and possibly wait for the Devour to come out. Indirect stores [non-corp] will have the phone first.
     
  12. Legacystar

    Legacystar Well-Known Member

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    Did you update your PRL also? manny have told me that my phone is just too sensative that it cuts out. maybe try what i do and use speakerphone and try holding your mouth alittle less close. it is hard to believe that many defectivephones in a row all with the same problem. not being a dick here i simpathize, but sounds like user error even if you don't relize it.
     
  13. BucYouUp68

    BucYouUp68 Well-Known Member

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    7 Phones, Something is just not right there.....Sorry
     
  14. karmagedon

    karmagedon Well-Known Member

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    i don't want to sound like a jerk, but if i do ..... it's not intentional

    the mic problems are very common. i am on my 3rd droid, and i can finally talk without having to repeat every other line. the quality control for the droid is terrible. actually ... quality control for MOST phones is terrible. the reason some phones (iphone) have better quality control is because the manufacturer doesn't spread the love around..... i mean, the droid is a "flagship" of sorts, but so was the omnia, the blackberry storm, etc etc. all of these phones have suffered from QC. it's difficult to churn out a jillion droids when you have a jillion other phones to produce. i am lucky to have never had a battery door, sd card, headphone jack, or reboot problem. that doesn't mean the problem isn't prevalent with other users. i have had the mic problem twice. i'm glad to have gotten rid of the problem, but it IS a problem. i don't think the OP is doing anything wrong.

    this is the edit: back on the subject .... i have NEVER had a good experience at a verizon store. just 2 days ago i had a guy at the local store (45 minute drive) tell me that he could not ship the droid i just replaced back for me. i talked to 2 tech support guys on the phone that both told me that i could have it done that way. the store employee just refused to be wrong. i called tech support while i was there and handed the phone over. after he hung up, he still said he wouldn't be able to. as he was saying this, a return slip for my droid was being printed directly behind him. he would not acknowledge that it was for my droid. i had to get the manager involved. this is all after a 20 minute wait. there were 4 people in the store.
     
  15. BucYouUp68

    BucYouUp68 Well-Known Member

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    Not saying he isnt having issues, all i am saying is 7 Phones and still issues? Something is not adding up, I just find it hard to Believe. :eek:
     
  16. karmagedon

    karmagedon Well-Known Member

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    i understand. it sucks when you have such crappy luck. i had absolutely HORRIBLE luck with the omnia i910. i went through 4 and every single one was worse than the previous.
     
  17. brettlewis

    brettlewis Well-Known Member

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    Did you get the replacemnt in the store, or did you get it through next day mail?

    If it was through mail, you send the broken one back in the same box the new on came in. it is labeled to be shipped back.


    I dont work for Verizon, or any phone company, but I can tell you that the best thing to do is not get mad with them. they have little control over anything and making yourself upset over something isn't going to make it better. Any issues I have had have been resolved in minutes most likely because I am nice to them and let them try to do there job without me telling them what to do. I see people go in all the time who just yell and yell, and there simple problems turn into customer care issues and then they take forever cause they are so demanding.

    Just put yourself in there shoes, they get yelled at all the time because people think they are wizards that can do anything instantly. Just be nice and helpful and your problem will be fixed.

    Edit: A also agree that if you have had to retrun a phone 7 times, it is more then likely because of something you did. do you play hackysack with you phone?

    and yes, some apps will make it seem like your phone is broken. and for people complaining about audio issues, if your phone is rooted, thats the issue. there are several known bugs that are seemingly unfixable that result in rooting your phone.
     
  18. baa269

    baa269 Well-Known Member

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    im in same boat... ive been dealing with tech support on my 3rd droid now for 2 weeks on service and call quality.. they ended up sending out their techs to the towers and location todo test and apparently im right on the 15 mile mark for towers radius so its not going to be great service anyways.... but why the hell does it do it everywhere i go then.... i maybe just telling them to swap it out for the devour since its coming soon or goto a BB... im kind of tired of this.. that or give it one more go.. not sure what im going to do.
     
  19. yasuro

    yasuro Active Member This Topic's Starter

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    to be clear, i'm on my 3rd phone (arriving today). 1st phone had loose screen, second phone has the mic issue.

    my wife's on phone 4 (arriving today or tomorrow). 1st phone had loose 3.5mm jack, 2nd and 3rd had the sound cut out issue (also she does not have long hair), so now on to the 4th. hopefully this'll be the one that works properly.
     
  20. yasuro

    yasuro Active Member This Topic's Starter

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    well, it's 2 phones 5 times, to be accurate. regardless, you can believe anything you like, but that has no bearing on reality.

    i've run the phones with 0 non-default apps with the same problem. no one has long hair (or any other voodoo garbage that people on the boards have come up with. stop defending faulty design or manufacture.), proximity sensors seem to work on my wife's phone (i have a mic that makes me sound like i'm underwater even on a call to a landline and even over speakerphone).

    the only thing in common was that we got the replacements from the same store within a couple of weeks. tech support over the phone theorizes what the store may have gotten a "bad" batch. the current replacements will be the first from corporate tech support. so, knock on wood, hopefully this'll be the solution.
     
  21. slick_old

    slick_old Well-Known Member

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    I also find it hard to believe that the OP has been through 7 phones.
     
  22. RyanB

    RyanB Guest

    I don't think seven phones is outside the realm of possibility. My last phone was a Treo 700p, and throughout the three years I had it, I swapped it in to VZW at least that many times. Typically the phone would function for the better part of a year, then the headphone jack would die. VZW would replace it, only that one would have poor call quality (or some such issue), and would have to be returned within a day or two. More than once, it took them multiple attempts to get me a functional phone. This isn't to burn on big red (they never once hardballed me over it), but I wouldn't be so quick to denounce a succession of bad replacements.



    Sent from my Droid using Tapatalk
     
  23. karmagedon

    karmagedon Well-Known Member

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    long story .... shorter. i got the replacement in the mail, but they forgot the return label. the verizon sotre is about 45 minutes from my house, but it's next to the best movie theater in knoxville, tn. tech support was sending me a label, but said if i could also return it to the store. i was very cordial with the guy at the store, but he had "little man syndrome". i'm a short guy, myself, but this guy was loud, rude, and very unaccommodating. the manager kinda laughed it off and immediately took care of the situation. he made a side comment about the "little man syndrome" thing. however, this is the 3rd time in a row that an employee at the verizon store has done everything in his/her power to make it difficult for me.

    the phone guys, on the other hand, have never been rude or demeaning to me in any way. they may not KNOW much about smartphones, but they, at least, talk to me like a human. i prefer to actually speak face to face with a person, but the local(ish) store makes it difficult.

    to everyone else ... i'm on my 3rd droid. is that hard to believe? the exact same as the OP. his girl is on #4. they haven't "gone through" 7, they have gone through 5. 3 or 4 droids is about common, at this point. well, to people that don't want to keep a defective phone. i think it would be crazy to keep a $550 phone if it didn't work PERFECTLY.
     
  24. carrot

    carrot Well-Known Member

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    They probably give the same bad phones all the time :) Should keep track of bad phone serial numbers... I had 1 bad phone, they one I have seems to work fine. Except a few things... which this is not my thread...
     

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