Sergio : Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: I have samsung galaxy nexus through verizon and I love this phone. My concern is the reception issue. I am averaging betwwn -110dBm to -130dBm which is pretty high considering other 4g phones in the same area averages -80 to -90. I love the product but I need it to be dependable so I ask that when you guys send a fix (well you and google) to verizon you send a real fix. Vxw put out a press release that all the update will do is add bars to ease those seeing 1 bar of service
Visitor: we need an update to actually fix the issue
Visitor: because if I can not make a call or stay on the web I will have to exchange it for a reliable device
Sergio : I understand that your facing the issue with the reception issue. Is that correct?
Visitor: I personally have been pushing for nexus for a year and I was happy when vzw released the nexus. This is one of the best phones I have ever used and I have used the iphone 3gs, droid, droid 2, droid x, samsung galxy s2 and hands down this is the best phone. But the reception issue is crippling this device and a real fix is needed to keep people from exchanging it for a htc rezound or motorola razr which currently is have much better signals
Visitor: vzw said they expect their devices to be in the -90s which both of those devices are where as the Nexus is no where near that
Sergio : Thank you for the information.
Sergio : May I know the model number of your phone ? You can find the model number beneath the phone's battery which generally starts with SGH, SCH or SPH .
Sergio : Thank you for the information.
Sergio : I apologize for the inconvenience.
Sergio : May I know from how long your facing this issue?
Visitor: Since day 1. I bought it on 12/15 then took it back. Bought it back when I was told by vzw tech it was a bad device
Sergio : I am sorry to hear that.
Visitor: It is a big issue because vzw is getting flooded with emails and calls about it
Visitor: and its all over the web
Sergio : I will forward your request to particular department.
Visitor: can that department email me with updates to when we will see a fix @ firstname.lastname@example.org
I have 14 days with this device
Visitor: I dont want to be stuck and its a hardware flaw
Sergio : And please check back for the updates in the Samsung official website.
Sergio : I am sorry we don't have the access to send E-mail from our end.
Visitor: Check back.... I cant get any updates or information. I mean I am being told be vzw I can exchange it for a motorola or a htc product I am trying to stick it out with samsung.
Visitor: can you guys atleast put out a press release or something maybe to ease the minds of customers on the verge of taking their phones back
Visitor: This is a good phone but dropped calls and the ability to not hold a signal makes the thing useless and I paid full retail for my phone 799.99
Sergio : I can understand your concern.
Sergio : understand how frustrating this must be.
Visitor: can I put in a ticket then on this device
Sergio : Yes.
Visitor: will you be able to place a ticket or do i have to contact some one else
Sergio : To raise the Ticket you need contact our voice support team.
Visitor: ok number please
Sergio : I will provide you with the contact details for you.
Sergio : You can contact our dedicated Nexus S phones voice support team at +1 (888) 987-4357 .They are available 24/7.
Visitor: i have the galaxy nexus they are 2 different phones
Visitor: is that the same contact info
Sergio : Not a problem.
Sergio : You can reach with the number.
Visitor: ok thank you. calling now and have a good day
Sergio : Thank you.
Sergio : It was a pleasure assisting you. Thank you for contacting Samsung Technical Support. If you have a minute, please click on the blue “X close” button to receive a transcript of your chat and fill out a brief survey to help us serve you better. Have a wonderful day!
Chat session has been terminated by the Samsung Agent.