DX to FASCINATE,SOLD DX, but Crippled again!!!

[neoxfl]

Hi Guys
Just wanted to share my story with you about my journey from DX to SF. I went thorough 4 Dx's prior to make switch to Sf. I sold my last DX which was supposed to be a certified New device on eBay. Person who brought the device was having some troubles with phone. I would not bore you with details but finally I had to cancel the transaction and refund her money.
She was very nice as she gave me number to store that she went into. I spoke to CS there. They identified that this phone belonged to a person in NY, supposed to be a defective device. so VZ sent me a defective DX instead of a replacement? I called online VZ at 611, got a good informative CS. she looked into my account and was apologetic for Dx. The DX that I had recieved was supposed to go into warehouse, somehow landed in my hands and I sold it. Now I have a brand new SF at Full retail price and a defective DX. I asked her to swap my Defective DX for SF since this was my 5th DX. she said she can do that!!!! wow that made my day, but in order to do that she needs to have to go through some basic trouble shooting. since I dont have my phone in my possesion we cannot do that toady. I am expecting my phone to be in monday. she said then we can try to do that and get you into SF. so I can return my current SF which is within 30 days for refund.
I think this is a example of good customer service that i expected from VZ. I was very tense when the phone I sold did not work.
so Overall I am happy that I might be getting my $600 back and still have Sf. I just love my SF now. I would never suggest or buy any Moto products after the DX hassle.
Please feel free to leave your comments!!!

 

[nitsuj17]

yikes, sounds like a frustrating and tense situation there for awhile, but glad it worked out in the end for you.

in general ive had good experiences with cs from verizon, i know many haven't but i usually do. being polite and acting dumb when you need something from them usually works.

i take the approach that in general most cs reps dont know a whole lot that a fact sheet on their computer can't tell them. of course there are smart "phone" people that work there and are really know their stuff, most of the time you will know more than they do or they just make stuff up.

glad that you are happy with your sf, and welcome to the growing legion of ex-Xers now on the sf!

 

[neoxfl]

thanks nitusuj17
now i am waiting to get back my Dx so i can swap for a sf which cs pretty much promised me (after 5 replacements even they feel sorry for me!)
Thank god, I am not a DX fan!

 

[rehpyc]

What do you do to your phones, or do you just have that bad of luck?

 

[neoxfl]

I guess just bad luck with DX!! Never had any other troubles with my inc or previous droid.

 

[Halcyon]

Sounds alot like my experiance with the dx. Good luck with the sf. It's an awesome device.

 

[neoxfl]

UPDATE
just spoke to Cs, Tech teir 2 Cs and supervisor. REFUSED COMPLETLY of any previous promises made. said there was no notification in account. they will ship out a dx but never a fascinate (guess what that tells me is fascinate better phone???) I told them they can keep my DX for free. I just brought a fascinate at full price. You should have heard her voice ( became a cat like previously was like a tiger) said sorry but it is there policy to replace a phone with same model ( even after 5 crippled DX in a Row? no exceptions?) again apologized to me. looks like I am going to give DX to my friend,just to have fun with!!!
any ways no worry,just love fascinate,best android phone I had owned!!!

 

[Wolfedude88]

UPDATE
just spoke to Cs, Tech teir 2 Cs and supervisor. REFUSED COMPLETLY of any previous promises made. said there was no notification in account. they will ship out a dx but never a fascinate (guess what that tells me is fascinate better phone???) I told them they can keep my DX for free. I just brought a fascinate at full price. You should have heard her voice ( became a cat like previously was like a tiger) said sorry but it is there policy to replace a phone with same model ( even after 5 crippled DX in a Row? no exceptions?) again apologized to me. looks like I am going to give DX to my friend,just to have fun with!!!
any ways no worry,just love fascinate,best android phone I had owned!!!

All I am going to say is they will send out a Fascinate if you are persistent enough and talk to the right people. It took me a few reps and managers before I got them to give me a Fascinate for my Droid X.

 

[bowerman]

Just keep calling. If the new DX is messed up, send it back again. and always ask to speak to a manager...

 

[sean76]

You could have got it, I believe after 3 replacements they have to give you the option to go to another phone. As some said, you have to be persitant and always blame the phone, but say how much you love the service and Great Customer Service. ..LOL.. always works!

 

[Piiman]

Hi Guys
Just wanted to share my story with you about my journey from DX to SF. I went thorough 4 Dx's prior to make switch to Sf. I sold my last DX which was supposed to be a certified New device on eBay. Person who brought the device was having some troubles with phone. I would not bore you with details but finally I had to cancel the transaction and refund her money.
She was very nice as she gave me number to store that she went into. I spoke to CS there. They identified that this phone belonged to a person in NY, supposed to be a defective device. so VZ sent me a defective DX instead of a replacement? I called online VZ at 611, got a good informative CS. she looked into my account and was apologetic for Dx. The DX that I had recieved was supposed to go into warehouse, somehow landed in my hands and I sold it. Now I have a brand new SF at Full retail price and a defective DX. I asked her to swap my Defective DX for SF since this was my 5th DX. she said she can do that!!!! wow that made my day, but in order to do that she needs to have to go through some basic trouble shooting. since I dont have my phone in my possesion we cannot do that toady. I am expecting my phone to be in monday. she said then we can try to do that and get you into SF. so I can return my current SF which is within 30 days for refund.
I think this is a example of good customer service that i expected from VZ. I was very tense when the phone I sold did not work.
so Overall I am happy that I might be getting my $600 back and still have Sf. I just love my SF now. I would never suggest or buy any Moto products after the DX hassle.
Please feel free to leave your comments!!!

Well I think its good your getting a SF as a replacement it's a little disturbing they sent you a known defective device and still want you to do some trouble shooting on it before they make good. Thats the perfect example of some of the stupid %^# they do.

Here's my CS story My X's camera went bad within the first 30 days so I was entitled to a NEW replacement. Well to get a new replacement they charge you 299.99 for the phone on your bill until you return the old one. Ok no problem I'll return the bad one asap and do so. They receive and sign for it but the charge never comes off my bill. So I call and I'm told it take 2 to 3 billing cycles!!!WTF ?

The bad part is they have NO system in place to prevent them from thinking your not late on your bill and sending you late payment notices and acting like your behind in your payments and on the verge of shutting me off. So I have to call the finical department every two weeks and re instate the billing dispute. ITS RIDICULOUS!!

I asked why it takes so long and they said "they get a lot of phones back and they have to open the box and check it first." So basically it takes someone 2 to 3 months to open your return and say yep it's an X

STUPID!! Hey VZW hire some people at the warehouse to open returns!!!

Well this rant just reminded me its time to call them again as it is still not credited to my bill .

 

[Piiman]

UPDATE
just spoke to Cs, Tech teir 2 Cs and supervisor. REFUSED COMPLETLY of any previous promises made. said there was no notification in account. they will ship out a dx but never a fascinate (guess what that tells me is fascinate better phone???) I told them they can keep my DX for free. I just brought a fascinate at full price. You should have heard her voice ( became a cat like previously was like a tiger) said sorry but it is there policy to replace a phone with same model ( even after 5 crippled DX in a Row? no exceptions?) again apologized to me. looks like I am going to give DX to my friend,just to have fun with!!!
any ways no worry,just love fascinate,best android phone I had owned!!!

Wow a CS rep that gave you bad info, Amazing!!
Here is what I do I always say I will participate in an online survey at the end of all my CS calls. When the survey call comes I leave a rant so long it runs out on me. (it make sme feel good)

I always then get a call from some kiss ass supervisor. Sometimes all they do is say sorry over and over but if you press them you can usually get something from them....like a different phone perhaps....??

Although one guy gave me his number to call if I ever had any trouble so I tried calling it for this billing thing and it wasn't his number but some gas station

 

[jreed2560]

You could have got it, I believe after 3 replacements they have to give you the option to go to another phone. As some said, you have to be persitant and always blame the phone, but say how much you love the service and Great Customer Service. ..LOL.. always works!

Coming from VZW corporate, there is no three strikes and your out policy. You might have some reps that will work with you, and some store managers that are willing to help people out in that situation, but as far as it being a "policy" it isn't.

 

[neoxfl]

well, Thanks a lot guys for info.
I have till nov 11th to work out with them( my 30 day period on current fascinate) I just got an e-mail for certified like new DX shipment, should get it by tomorrow. all I care about is phone working right so somebody can use it. If it does thats fine, If not then I am calling VZ back (hopefully some manager!) Lets see what happens with this certified like new DX?
But either ways I am staying with my fascinate (somehow love the device!)
Thanks a lot, will keep you guys informed

 

[sean76]

Coming from VZW corporate, there is no three strikes and your out policy. You might have some reps that will work with you, and some store managers that are willing to help people out in that situation, but as far as it being a "policy" it isn't.

With at&t its manditory that they give you the option. And I used it for my dad on verizon when the incredible came out...he went through 4 original droids in a span of about 3 months, all laced with problems. The supervisor I spoke with said you have 2 choices, because your having so many problems with the moto Droid, we can either replace it with a Brand new Incredible, which runs on the same operating system, but you have to send us back the Droid when you receive the Incredible, or you can keep the Droid and we will reset your new every 2 And give you the upgrade price now for the incredible. So as you said it most likely comes down to who you speak to, and how persistent you are!

 

[neoxfl]

sean76,
Thanks for info. You know somehow I think all cerfied like new DX are same group of problematic phones that they are circulating around. how can I have 4 DX's in a row that are bad. some thing to think about. Also VZ cs asked me if I installed any applications. I told her that last 2 DX's that they sent me didnt even allow to activate them properly? how can you download and run app without phone staying awake.
Let see what this new Dx that I will get DOES!!!

 

[neoxfl]

Hi Guys!!
got my 5th DX, guess what stuck at bootloader with some error messages! Does not even start or show moto logo. Call CS got the right tech support guy. Told me that since its my 5th DX, I HAVE OPTIONS!( wow looks like policy does exist!) I can switch to fascinate or incredible( any guesses!!) Went with a replacement fascinate!!! He shipped me all the accesories with it battery, cover door, charger. Also he is going to OVERNIGHT the package to me. Wow! He was a great CS, I liked his philosophy about helping customers. Anyways,. I finally seem to get rid of my DX and can have a fascinate( plus return one that I have for full Price)
Thanks for your support guys!! VZ has some GREAT CUSTOMER SERVICE PEOPLE TOO!!!

 

[Halcyon]

Awesome. Welcome to the Fascinate club Bout time you dumped that moto junk and got this sweet piece of hardware

 

[jreed2560]

Hi Guys!!
got my 5th DX, guess what stuck at bootloader with some error messages! Does not even start or show moto logo. Call CS got the right tech support guy. Told me that since its my 5th DX, I HAVE OPTIONS!( wow looks like policy does exist!) I can switch to fascinate or incredible( any guesses!!) Went with a replacement fascinate!!! He shipped me all the accesories with it battery, cover door, charger. Also he is going to OVERNIGHT the package to me. Wow! He was a great CS, I liked his philosophy about helping customers. Anyways,. I finally seem to get rid of my DX and can have a fascinate( plus return one that I have for full Price)
Thanks for your support guys!! VZ has some GREAT CUSTOMER SERVICE PEOPLE TOO!!!

I'm really glad you got taken care of. Verizon Wireless is the best.

 

[sean76]

Hi Guys!!
got my 5th DX, guess what stuck at bootloader with some error messages! Does not even start or show moto logo. Call CS got the right tech support guy. Told me that since its my 5th DX, I HAVE OPTIONS!( wow looks like policy does exist!) I can switch to fascinate or incredible( any guesses!!) Went with a replacement fascinate!!! He shipped me all the accesories with it battery, cover door, charger. Also he is going to OVERNIGHT the package to me. Wow! He was a great CS, I liked his philosophy about helping customers. Anyways,. I finally seem to get rid of my DX and can have a fascinate( plus return one that I have for full Price)
Thanks for your support guys!! VZ has some GREAT CUSTOMER SERVICE PEOPLE TOO!!!

See...All it takes is getting a cool CS that has some common sense, and understands you didnt buy a phone to have to go through all these problems! Welcome to Club Fascinate...

 

[II Kings 9:20]

I got this from my brother in Philly- capital of poor cs. I have used this and it does work. The converstion goes like this- "Hello, I'm sorry, I didn't get your name" "OK Jamie, I am sure you can't give out your last name but do you have an ID# or an extension so I can reference this call later if I need to" "Let me ask you Jamie, in what city are you located" "Are there more that one offices in St. Louis or is yours the only location" "OK, just bear with me Jamie, I am making a few notes, (mumble) Oct 28th at 8:15am" "OK great Jamie, thanks- now here is the problem I am having....."

It is an interesting study in psycology especially using their first name fairly regularly in the conversation as if you are aquaintances and tends to put them on your side. Gathering other data lets them know that you and their supervisor will hold them accountable- often times they solve the problem so well to your liking that it never gets to the supervisor.

 

[neoxfl]

I am happy that They did not turn me down this time. I am just wondering how can a certified phone be bootloader stuck. I was just reading on droid x forum something about flashing( dont know what the hell that is??) but the article said that if you flash wrong file your phone can get bricked( which is the one i recieved!! cant use it anyways other than wt) Is it possible that even vz tech support does not know what to do when the certify the phone. May be they just FLASH it and put it in the box???
Anyways I am glad to be a part of fascinate club. Thanks a lot for help and support.
My phone is on its way by fedex today!!! wow!!! excited about it.

 

[neoxfl]

Hi Guys,
Got my fascinate, althrough a certified like new device, came with brand new battery and 2 covers with it. one it already had the other was send by cs. I think it is brand new with the exception of the box. I just love this device now!!!
enjoying fascinate more and more as I come to know it!!!
Thanks again guys for all the tips, it really worked for me!!

 

[nitsuj17]

Hi Guys,
Got my fascinate, althrough a certified like new device, came with brand new battery and 2 covers with it. one it already had the other was send by cs. I think it is brand new with the exception of the box. I just love this device now!!!
enjoying fascinate more and more as I come to know it!!!
Thanks again guys for all the tips, it really worked for me!!

welcome to the small, but growing, fascinate community the more the merrier !

 

[Bam80]

welcome to the small, but growing, fascinate community the more the merrier !

That reminds me.......why the heck is the fascinate community so small? Are the Droid phones that much more superior? (sorry for the noob question)