I'm thisclose to going back to my iPhone and it's not even because I don't like the Gnex :(

[nunyabizness]

It's a long story...
I ordered the Gnex online on the 15th. I opened a new line to get it, and then switched the phone to my line when I received on the 16th (put an old Moto Adventure on the new line). Realized that night that my down volume button wasn't working about 75% of the time. Called CS and was informed that I'd have to go to a store to get it swapped out because if they sent me one I'd have to pay full retail until they received the defective device back in the mail. Went to the store on the 17th and the d***head manager wouldn't give me a new one because, although he witnessed the volume button not working, a battery pull "solved" it. OK, 45 mins wasted there (including the drive). Well, of course it quit working again. Took it to a different store on Mon the 19th. They were willing to replace it, but, lucky me, my line somehow ended up with a "one in a million" (according to the manager) glitch which froze up my account when they tried to activate the replacement device. It was a huge mess, they supposedly exhausted the highest tier tech support available to them, and finally they were able to reactivate my "old" Gnex and said to try again in a few days when the glitch disappeared. 2.75 hours wasted there. Since then, my volume button has become completely non-functional. Called CS again at 9:30 today, because I really don't feel like driving yet another 30 min round trip and waiting around in the store with an impatient 4 month old baby. For some reason they still couldn't figure out what's going on and were supposed to figure it out and call me back. That was 2.5 hours ago. This is getting absolutely ridiculous!!! I do love the phone but at this point I'm just sick of dealing with this no-one-knows-what-the-problem-is BS and it seems like going back to my old phone that constantly tells me my Exchange password is incorrect would be simpler.

 

[kyler13]

Took it to a different store on Mon the 19th. They were willing to replace it, but, lucky me, my line somehow ended up with a "one in a million" (according to the manager) glitch which froze up my account when they tried to activate the replacement device.

Not doubting you, per se, but what kind of glitch was caused by swapping the micro SIM card? I'm really not quite sure they need to do anything at all with regards to new device activations. I bet the "one in a million" glitch was a bonehead CSR mistake.

 

[nunyabizness]

My guess is you're exactly right. I was wondering how something that seems like it should take 5 mins max has turned into hours. I mean, I can't be the only person who's ever tried to swap out a 4G device on a line it wasn't purchased on, can I?

 

[ska.t73]

My guess is you're exactly right. I was wondering how something that seems like it should take 5 mins max has turned into hours. I mean, I can't be the only person who's ever tried to swap out a 4G device on a line it wasn't purchased on, can I?

I'm going to go with CSR error here too. The whole LTE system is new to VZW and I've seen the CSRs at some of the stores struggle with it at times. They aren't used to the sim cards at all. You shouldn't have any problems switching the phone to another line, I've done it.


Oh and... O.H...

(born and raised in Mansfield...)

 

[nunyabizness]

I'm going to go with CSR error here too. The whole LTE system is new to VZW and I've seen the CSRs at some of the stores struggle with it at times. They aren't used to the sim cards at all. You shouldn't have any problems switching the phone to another line, I've done it.


Oh and... O.H...

(born and raised in Mansfield...)

I-O! Born and raised in Coshocton (you may not have heard of it, LOL), live in Delaware now so not too far away!

 

[Mahalo]

I'd be talking with customer retention, not customer service! O_O
Sorry you have suffered through all of that...

 

[nunyabizness]

Well, as it stands now, I'm back with my iPhone 4. VZW finally called me back around 2:00 today and told me there was nothing they could do because the rep in the store had done ESN switches and now they couldn't trace the original order?! WTH! I called the store and neither the rep nor the manager I dealt with were in today, and at this point I won't be able to make it in until next Tues the 27th due to holiday plans. That takes it to 12 days since my order, which is a little too close to the end of the WFG for my comfort level, in case they should jack it up again and disable me from switching ESN's for another 2-3 days. So I called CS and canceled the line and told them the WILL NOT charge me a restocking fee. I guess I'll have to live with "Exchange password is incorrect" until my line is upgrade eligible in May. Gnex, I enjoyed you while I had you.

 

[syntrix]

IIRC you have 3 days for the activation fee refund. Should be on your printed receipts.

Also, there's something missing here.... can't quite place it. Maybe bad CSR's. I'll have to call and see if VZW is doing next day replacements yet, or if they are still referring to local CORP stores. Ahh, maybe it wasn't a CORP store. Either that it was the lack of something that I'm not going to take the time out to even bother with on this post. Paragraphs.

 

[Shockwave78]

Just return it and exchange it there, if they still can't activate tell them you will just take it home and activate it which you can very easily.

 

[mikepic]

Sad to see you aren't keeping your GNex. I had a similar problem (although I think completely different). I ordered a Charge a couple months back through the net under a spare number. When it arrived I wanted to place it on my primary phone but was told I HAD to activate it under the number it was ordered, then move it to my main number.

Well, the problem is once a sim card is active on a number it cannot be moved. Long story short I had to wait two days for them to send me another sim.

Sounds different from your situation but is related to an alternate number the phone was ordered for.

 

[nunyabizness]

IIRC you have 3 days for the activation fee refund. Should be on your printed receipts.

Also, there's something missing here.... can't quite place it. Maybe bad CSR's. I'll have to call and see if VZW is doing next day replacements yet, or if they are still referring to local CORP stores. Ahh, maybe it wasn't a CORP store. Either that it was the lack of something that I'm not going to take the time out to even bother with on this post. Paragraphs.

The CS reps I spoke with said they could send me a phone, but they'd have to bill me full retail until the old one was received, or that I could go to a corp store. It was a corp store that I took it to where the "glitch" (aka CSR mistake like kyler13, ska.t73, and I believe) occurred.

Sad to see you aren't keeping your GNex. I had a similar problem (although I think completely different). I ordered a Charge a couple months back through the net under a spare number. When it arrived I wanted to place it on my primary phone but was told I HAD to activate it under the number it was ordered, then move it to my main number.

Well, the problem is once a sim card is active on a number it cannot be moved. Long story short I had to wait two days for them to send me another sim.

Sounds different from your situation but is related to an alternate number the phone was ordered for.

Yeah, I'm sad too. I freakin' love ICS! I will miss Android and the Gnex...I'll probably go with another one when MY line is eligible for upgrade in May (no more swapping phones between lines...geez!), unless something else that blows this away comes out between now and then. I originally ran into the SIM thing too, but I just went to a store and they gave me one.

 

[nunyabizness]

Just return it and exchange it there, if they still can't activate tell them you will just take it home and activate it which you can very easily.

I don't think they'll allow that for a DOA/WFG swap, will they? At least, they used to not allow it. I'd definitely do that if it were that simple. Just seems like I'm missing something, because I just don't get why, all told, I've spent over 4 hours on the phone to CS and in the store, and still don't have a new phone. Ugh.

 

[daddyd302]

I don't get why Verizon can't just exchange your defected phone for a new one? Unless you order from someone else besides Verizon, I don't see what the big deal is? Why is Verizon being like this? If they can't help you out, just call retention and tell them you're gonna leave and go to sprint, AT&T, T-Mobile, ect, ect. You have a defected phone, you should be able to just walk in and exchange it and activate it. I think Verizon is just screwing with you on this. They screwed up, not you.....

 

[Shockwave78]

I don't think they'll allow that for a DOA/WFG swap, will they? At least, they used to not allow it. I'd definitely do that if it were that simple. Just seems like I'm missing something, because I just don't get why, all told, I've spent over 4 hours on the phone to CS and in the store, and still don't have a new phone. Ugh.

Thy should, I thought the phone just had a bad volume button? It's DOA?

Even still they should replace it on site since your within your return period. If not you have two options...

1. Flat out return it and pay the $35 restocking fee and then just buy it again
2. Threaten to cancel your line right there in the store and if they call your bluff then oh well, call the Verizon wireless loyalty department afterwards and they will settle for you, they will reinstate your account and probabaly give you a few extras for all the trouble, along with probably getting the store in some heat also at the same time.

Seems like a bunch of shit to go through, if my kids were that young still I would just sit in the store until they got sick of the crying and were forced to do something

 

[nunyabizness]

I don't get why Verizon can't just exchange your defected phone for a new one? Unless you order from someone else besides Verizon, I don't see what the big deal is? Why is Verizon being like this? If they can't help you out, just call retention and tell them you're gonna leave and go to sprint, AT&T, T-Mobile, ect, ect. You have a defected phone, you should be able to just walk in and exchange it and activate it. I think Verizon is just screwing with you on this. They screwed up, not you.....

EXACTLY. Doesn't seem like it should be so complicated, does it? At this point, I should probably be able to do that, because I would assume that whatever froze up my account should be free (since I was able to reactivate the iPhone yesterday), but I just won't be able to make it into a store until at least next Tues due to holiday plans, and CS won't ship me one w/o charging retail and told me I only have 14 days from my order date to exchange it. If I can get in there by next Thurs, I'll be fine, if not, guess I'm outta luck.

 

[nunyabizness]

Thy should, I thought the phone just had a bad volume button? It's DOA?

Seems like a bunch of shit to go through, if my kids were that young still I would just sit in the store until they got sick of the crying and were forced to do something

They were talking about DOA'ing it in the store, so I'm not sure what it takes for them to determine something DOA.

Sounds like a good idea with the kid...I may have to try that.

 

[kryptonyt]

My guess is you're exactly right. I was wondering how something that seems like it should take 5 mins max has turned into hours. I mean, I can't be the only person who's ever tried to swap out a 4G device on a line it wasn't purchased on, can I?

i wonder this every time i need to call CS. It doesn't matter which customer service; it's every customer service.

That this form of dysfunctionality spreads to all area's of life and we start accepting it as " the way things are " is the scariest part IMHO.

Good luck with a speedy resolution!

 

[RazorSharp]

You should definitely be talking to the customer loyalty department. Just call 611 and when the prompt asks what you're calling for, say "cancel my account," and they'll rush you right over. Tell them the story and make some vague threats, see if they'll do anything for you.

 

[bjanow]

These are expensive devices and you should get exactly what you want. Have them send you a new GN and let them charge it to your CC. Call the CC company and explain that this is a temp charge and refuse to pay it. They'll note your account and you will not have to pay the charge and there will be no interest. When VZW gets the phone back they'll credit you and it's a wash. Meantime you have a new GN that works.

 

[BLD]

You should definitely be talking to the customer loyalty department. Just call 611 and when the prompt asks what you're calling for, say "cancel my account," and they'll rush you right over. Tell them the story and make some vague threats, see if they'll do anything for you.

She should be getting her upgrade date on here current account bumped up from May for all the grief she has had to go through.

 

[MMcCraryNJ]

They were talking about DOA'ing it in the store, so I'm not sure what it takes for them to determine something DOA.

Sounds like a good idea with the kid...I may have to try that.

Sounds like your first Nexus was definitely eligible to be DOAed. I also bought online on the 15th, and the Nexus I got had the extremely loud and irritating popping/click noise at the end of every notification. Driving me up a wall, so I drove to the nearest corporate store, mentioned I purchased online and that mine was probably defective.

They had to do a factory reset, and they noted the problem still existed. That is when they DOAed it and gave me a brand new, unopened Nexus. New accessories and everything. They activated it for me and made sure it had no issues.

It sounds like you got a crappy CSR. You should definitely call customer retention and see what they can do for you.

 

[nunyabizness]

Well, I'm happy to report I'm a proud Gnex user again. When I cancelled the line on the 22nd, the rep told me he'd call me back and let me know when/how to send the phone back (I assume I couldn't just put the FedEx tag on the box it was delivered in and send it back that way because of all the switching? IDK) - never heard back from him, so I was near the VZW store yesterday and decided to hop on in since they weren't busy. Long story short, both the manager and the rep that I dealt with last week were in, and I ended up with a new replacement on my line and *should* only be charged the original $289 I paid for it, even though I cancelled that line - basically an apology for all the hassle I went through. Sweet!

ETA: My only worry is that my next bill will end up being screwed up and I'll either be charged an ETF (even though I cancelled within 14 days), or be charged the difference between what I paid and retail on the phone. All I can say is, if that happens, ONE simple phone call better resolve it, or I'll be bidding Verizon adieu after 12+ years, and I will file an FCC complaint to avoid ETF's on my 5 lines. Did it once for legitimate complaints on Nextel/Sprint for work and fees were waived!

 

[jbdan]

Well, I'm happy to report I'm a proud Gnex user again. When I cancelled the line on the 22nd, the rep told me he'd call me back and let me know when/how to send the phone back (I assume I couldn't just put the FedEx tag on the box it was delivered in and send it back that way because of all the switching? IDK) - never heard back from him, so I was near the VZW store yesterday and decided to hop on in since they weren't busy. Long story short, both the manager and the rep that I dealt with last week were in, and I ended up with a new replacement on my line and *should* only be charged the original $289 I paid for it, even though I cancelled that line - basically an apology for all the hassle I went through. Sweet!

Great to hear!

 

[Crude]

I've noticed vzw's customer service has started to suck. I had to replace mine because the speaker was terrible. The first exchange I was told just "just not turn the phone all the way up" I must have had a look on my face that was appropriate to my feelings on the "solution" because he kept talking and finally relented. The replacement however was worse and so the same day I was in the store again. This time the manager told the rep not to exchange the phone because I was "costing verizon money". After clarifying that the replacement costs are on Samsungs shoulders and a customer should not have a $700 phone that can't make a clear call, he went back to his manager who again told him no. I finally said, I have two nexus in my hands. I would like to return both and cancel my service since I'm in the 14 day window. At that point the manager relented. During the swap process I watched as a rep tried to replace another customers iphone 4s two times, only to find out that after the replacements were activated there was something wrong with the iphones. Then the manager steps out of the back and glared at me...I tell you it's fantastic dealing with vzw these days.

I do however appreciate the rep who had to go back and talk to the manager. He was between a rock and a hard place and it's unfortunate his managers did that to him.

 

[snuggles]

I've noticed vzw's customer service has started to suck. I had to replace mine because the speaker was terrible. The first exchange I was told just "just not turn the phone all the way up" I must have had a look on my face that was appropriate to my feelings on the "solution" because he kept talking and finally relented. The replacement however was worse and so the same day I was in the store again. This time the manager told the rep not to exchange the phone because I was "costing verizon money". After clarifying that the replacement costs are on Samsungs shoulders and a customer should not have a $700 phone that can't make a clear call, he went back to his manager who again told him no. I finally said, I have two nexus in my hands. I would like to return both and cancel my service since I'm in the 14 day window. At that point the manager relented. During the swap process I watched as a rep tried to replace another customers iphone 4s two times, only to find out that after the replacements were activated there was something wrong with the iphones. Then the manager steps out of the back and glared at me...I tell you it's fantastic dealing with vzw these days.

I do however appreciate the rep who had to go back and talk to the manager. He was between a rock and a hard place and it's unfortunate his managers did that to him.

I've been with verizon for almost 10 years now and their customer service is the number one reason why I remain loyal. I have noticed a decline in customer service and urgency to make it right for the comsumer. The jury is still out on the Gnex, with the 4G to 3G to no bars and the decline in customer service it could be the perfect storm to make some changes.