VZW can't order replacement Incredible

[varaonaid]

Well, this could get interesting. I called tech support because of the numerous issues I've been having with my Inc (sound issues, in call sound dropping out with call still in progress, pink screen, unresponsive screen, weird lock ups, etc.). They told me I wouldn't get a replacement until July 19. I finally told her to order it but after much work, the system wouldn't let her order it at all. She got really flustered and finally got tired of messing with it and transferred me to tech support. Fortunately, I was transferred to a really helpful tech who really understanding. She also tried unsuccessfully to order it. She out the next two days but is having a coworker follow up and she will continue to help me sort it out if it isn't already by Wednesday. So we'll see what happens. One way or another she's promised to get me a working phone...though I don't know if it will be an Inc. Just thought folks might find it interesting that at the moment, it can't be ordered internally.

 

[bmwrin1990]

ive actually had a droid for awhile and it started messing up, so a rep at the store offered to send me a refurb incredible. so idk why they are not able to order it, refurbs may be out of stock because the phone is still fairly new. he ordered my inc on friday and im getting it wednesday

 

[varaonaid]

Weird. Just weird. I'm wondering if the same might happen with me and the droid x.

 

[RG34]

Weird.. I just got off the phone and they are sending me one out and should be here by Wednesday. The guy said it was "pretty much, brand new". So I guess I'll see what I get Wednesday.

At this point, it's gotta be better than the reboots.

 

[leebsammy]

I just got my brand new replacement in the mail today. Called on Thursday, complained about charging port being weird not always working with non oem chargers.. and I was over my 30 days.

 

[varaonaid]

I just got a message that I'll have a replacement phone either tomorrow or wednesday. I have so many issues with this one...hopefully the next one will be better. I have to admit that so far the inc has been pretty disappointing.

 

[gripweed]

When I first went to get mine, there was of course a delay. We went in on a saturday and she said she could get it ordered for me and it'd be in the next friday, so I said ok. She had problems getting it in the computer and finally gave up and made a note with my account to get help from the manager in a bit to get it ordered. So she says call on friday and it should be in. So the week goes by and I call friday and I leave a message for her to call me back. I don't hear for a few hours so I try again and someone tells me she's with a customer and they will have her call me back, never does. The next day I try calling again, again I'm told she'll call me back, she doesn't. I finally drive down to the store hoping she's going to call soon because it's an hour before closing on a saturday night. Not to be a creep, but I can see her through the window, she's clearly busy, but take 2 minutes and call me, ya know? So sunday they're closed and monday I finally get a hold of her and I go, "well I tried calling all weekend but couldn't get you, is my phone in?" She goes....."well our system is working now so let me get the order for you, but it'll probably take about a month for it to come in." haha...she said it'd be in and a week later didn't even have the damn order in. I just said no thanks, tracked one down at best buy, and will probably never deal with a verizon store again if I don't have to.

 

[varaonaid]

When I first went to get mine, there was of course a delay. We went in on a saturday and she said she could get it ordered for me and it'd be in the next friday, so I said ok. She had problems getting it in the computer and finally gave up and made a note with my account to get help from the manager in a bit to get it ordered. So she says call on friday and it should be in. So the week goes by and I call friday and I leave a message for her to call me back. I don't hear for a few hours so I try again and someone tells me she's with a customer and they will have her call me back, never does. The next day I try calling again, again I'm told she'll call me back, she doesn't. I finally drive down to the store hoping she's going to call soon because it's an hour before closing on a saturday night. Not to be a creep, but I can see her through the window, she's clearly busy, but take 2 minutes and call me, ya know? So sunday they're closed and monday I finally get a hold of her and I go, "well I tried calling all weekend but couldn't get you, is my phone in?" She goes....."well our system is working now so let me get the order for you, but it'll probably take about a month for it to come in." haha...she said it'd be in and a week later didn't even have the damn order in. I just said no thanks, tracked one down at best buy, and will probably never deal with a verizon store again if I don't have to.

I have to admit to not having had good experiences with my local VZW store (no offense to any of the employees here on the forums). The CSR's have been rude, condescending, and ignorant of their products. When I went in (before my 30 days were up) and told them about the issues I was having, they gave me a look like "deer in the headlights looking at someone with 6 heads". Finally one of them said, "um, uuh, there's an OTA update coming, maybe that would help". I said, "really another one? There was one that came out the first week it was released which I already have...didn't fix the issue". They had no idea it had already been pushed to phones and there was no other one in the pipeline. End of their willingness to help.

First CSR via phone was completely unhelpful but she bagged out and transferred me to tech support and the CSR there was fantastic. Couldn't have asked for more. I have her direct email and I won't be letting go of it any time soon.

 

[palomosan]

That's why it's better to deal with customer service by calling them not the stores, first most of them don't have a clue about anything and are very rude.

I've been having problems with my Droid, I went to the store and they gave a refurbish one but according to my wife the proximity sensor always makes the phone to hang up while she's talking, she went back they told her that the phone didn't have the problem stated.

So I'm gonna wait until the Droid 2 and the X drop and make a big deal about it to see if I'm able to get a Droid 2.

 

[x0x]

Returned mine for the same issue as the OP (in addition to the main issue; the phone would produce a high-pitched noise sometimes and would not resolve until after a battery pull). Got a refurb on Friday and it looks brand new.

But it has been rebooting at least once a day on it's own. I'm in a roaming area so I haven't been able to update via *228 yet (had to manually program it when I got it), so this could the cause of the reboots. Going to do the update tomorrow and see what happens.

 

[varaonaid]

Returned mine for the same issue as the OP (in addition to the main issue; the phone would produce a high-pitched noise sometimes and would not resolve until after a battery pull). Got a refurb on Friday and it looks brand new.

But it has been rebooting at least once a day on it's own. I'm in a roaming area so I haven't been able to update via *228 yet (had to manually program it when I got it), so this could the cause of the reboots. Going to do the update tomorrow and see what happens.

Sheesh! I'm SO sorry you're having so many problems as well! This is crazy, really. I've seen others on the forum who have had issues w/ their replacement phones too. I guess just keep trying until you get a good one...or see if they'll eventually let us swap it for a different model?? I don't know, that's just really questionable build quality and makes me really kinda depressed about it. Will these phones last two years??

 

[GrandMasterB]

Well, this could get interesting. I called tech support because of the numerous issues I've been having with my Inc (sound issues, in call sound dropping out with call still in progress, pink screen, unresponsive screen, weird lock ups, etc.). They told me I wouldn't get a replacement until July 19. I finally told her to order it but after much work, the system wouldn't let her order it at all. She got really flustered and finally got tired of messing with it and transferred me to tech support. Fortunately, I was transferred to a really helpful tech who really understanding. She also tried unsuccessfully to order it. She out the next two days but is having a coworker follow up and she will continue to help me sort it out if it isn't already by Wednesday. So we'll see what happens. One way or another she's promised to get me a working phone...though I don't know if it will be an Inc. Just thought folks might find it interesting that at the moment, it can't be ordered internally.

I wonder if this doesn't have to do with switching from the old SKU (discontinued) to the new packaging/SKU in the system?

 

[oBIGTo]

I just received my replacement and it is not a refurbished inc.

 

[varaonaid]

I just received my replacement and it is not a refurbished inc.

That's super awesome! Did it come with new battery/back etc? They told me mine wouldn't because that's their norm for replacements. I'm hoping for a new one here too. Guess I'll know for sure tomorrow!