"Fascinated" by verizons excuse about my screen

Discussion in 'Samsung Fascinate' started by Discover, Sep 17, 2010.

  1. Discover
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    Discover New Member

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    Thursday i noticed 3 horizontal lines on the lower half of my screen.. then today small circles started showing up. i run down to verizon and talk to someone in the repair department.

    Tech: "i dont see anything wrong with your screen"
    Me: i know its there. here look at it like this way.
    Tech: "im not seeing it. if something was wrong with your screen you would be having pixel issues, Let me get my manager."

    Manager:" let me get a screen wipe. oh you mean these two lines?"
    Me: Yes.
    Manager: "its because you have it in this hard case. the screen itself isnt damaged, because i can feel something sticking my finger so its on the outside of the screen.."
    Me: ive had it in this case since the lady here put it on for me last weekend.
    Manager: "i noticed you removed the red sticker from the inside of the belt holster, im not going to replace your phone because we always offer screen protectors when we sell new phones. by not having a screen protector you got sticker residue on the outside of the screen and im positive some goo gone will remove it."
    Me: ok

    I just leave the store because this isnt the case. just because you are a manger at verizon doesnt make you a wonder boy all knowing expert on all things mobile. i know my screen is toast. so ill have to go else where.. im almost tempted at this point to just tell big red to stick it up their :icon_ banana:, and go to sprint. first with the whole eris devour trade for my stolen droid. now sticky stuff on my screen cause i was to stupid to buy a screen protector?

    i have included a picture of the "sticky tape" from my case. you be the judge.

    Tape? or screen damage?

    it should also be noted that i never dropped the phone. banged it on anything i just noticed yesterday that in the right light somethign is terribly wrong.
  2. bwhite757
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    bwhite757 New Member

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    Well in the picture it does look like external markings from something, maybe not your case, but hard to say with just a pic.
  3. Jmart922
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    Jmart922 New Member

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    Yeah its hard to see exactly what's the issue, have you tried using like adhesive remover or something to see if it goes away? Yeah just because they have the title manager, they automatically think that makes them mobile engineers, some are good managers some are just plain ol dumb
    Last edited: Sep 17, 2010
  4. Discover
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    Discover New Member

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    Ive used rubbing alcohol, goo gone, glass cleaner and nothing has worked. its obvious that the screen is defective if you can view it in person..

    i dunno what to do.. ill just go down there tomorrow and insist on a insurance swap. (then again... asurion might try to give me a BB tour as a replacement.. lol)
  5. CouchSpud
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    CouchSpud New Member

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    Try a different Verizon store. There must be more than a few in your town. You'll find some managers aren't as douchebaggy(?) as others.
  6. muzhik
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    muzhik New Member

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    its deff. underneath the glass, have them swap it out, that's why i "NEVER" deal with verizon in-store services...

    pays off having a biz acct. dancedroid
  7. hookbill
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    hookbill Premium Member Premium Member

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    Call Verizon. Tell a CSR that you are having screen issues. They will have a new one FedEx out to you by the next business day.

    It's always better to deal with a phone CSR in these type of issues then the store.
  8. crimsonblake
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    crimsonblake New Member

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    Did it come out of the box like that?
  9. Vulcan1600
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    Vulcan1600 DF Super Moderator Staff Member Premium Member

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    What Hook said - call *611 (800-922-0204), be CALM and speak to the rep. Let them know about the screen. I would not mention you were at the store and the almighty manager made a proclamation already. They cannot refuse to return something because you didn't use a screen protector that they suggested at the store. That is not part of the terms and conditions of owning a VZW phone. The only thing is, the store may have put a note in your file that you were at the store. So, unless it is mentioned to you, tell them about the defective screen and a replacement should be sent out to you. The key to all of this is to remain calm, don't be a boisterous make a scene type of person. It appears by the way you handled the store manager, you are a calm person which is good. :)
  10. ohfire
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    ohfire New Member

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    The only fear I have with dealing with CSR, is you get a "remanufactured, like new" device. I received two for a toasted Droid 1 last month and they were both junk.

    Good luck
  11. Vulcan1600
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    Vulcan1600 DF Super Moderator Staff Member Premium Member

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    Yes, read your warranty information, it will be a certified like new device unless within the first 30 days of activation. I have had good luck overall with these replacement devices. It's either put up with the screen, or try to get a replacement under warranty. It's their choice to put up with it or try a CLNR.
  12. ricks
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    ricks Member

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    I would not have left the store until they replaced that phone. It blows my mind that a person would let them do that. Go back to that store with your big boy pants on and demand some service and get your phone replaced.
  13. Signum
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    Signum Member

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    and, in my store, making demands is the first way to NOT get what you want.

    if anything, you MIGHT leave with what you are entitled to, but i am not going out of my way to help you.

    or, you'll leave empty handed, same way you walked in.
  14. Discover
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    Discover New Member

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    Big boy pants? In my experience with managers demanding and making a scene makes things worse. I went throught his hoops went home tried what he said, took that picture went back the next day and showed him that there was no way it was any form of adhesive. He agreed with me and replaced my phone in the store.

    I got a brand new phone. The others are right he could have told me to call customer service and I would have got a refurb.
  15. ricks
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    ricks Member

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    With the situation he had with his phone having the screen problem, it was clearly a defective screen. If the manager thought it was just something on the screen, he would have cleaned it himself. I would have had my new replacement on the first day there. He was entitled to get a new phone, period. Verizon managers in the stores are the biggest a-holes.
  16. zero7starz
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    zero7starz New Member

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    I'm glad you got the issue resolved. Sorry, if you were my customer and I saw that and determined that it was under the screen (i've seen very few things that leave that kind of mark on a screen) I would have replaced it in the store for you too, inventory permitting (we're always out of everything...). However vzw cc on the phone is very helpful and they will 90% of the time replace your device for you.
  17. mtz_gto
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    mtz_gto New Member

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    +1 nicely put! Couldn't of said it better myself.
  18. Vulcan1600
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    Vulcan1600 DF Super Moderator Staff Member Premium Member

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    It comes from 2-1/2 years in a VZW call center experience.
  19. 1linuxfreak
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    1linuxfreak New Member

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    What is your name and store you are at , VZ corporate might like to hear this.
    Verizon is not in the business of making angry customers, but sounds like you are.
  20. fishmstr
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    fishmstr New Member

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    Well that's nice Signum but don't forget you have a boss also. :) With that said, you always catch more flys with honey, but sometimes manure works just as well.
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