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Verizon customer service

Discussion in 'Thunderbolt Tech Support' started by dhrm, May 21, 2011.

  1. dhrm
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    dhrm New Member

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    Ok, So maybe I am being unreasonable but I kinda dont think I am. My TB was working just fine except for the known 3G data issue with the hotspot. Last Tuesday I got notice I had a update for the firmware (1.13.605.7), I loaded it and life was good. Wednesday the phone rebooted 6x and everyday since its smewhere between 6 and 10. I called tech support last night and they said PER HTC tech support this is a known issue and They advised to go to the verizon store and get a new phone. I get to the store and they have to order me a REFIRBISHED phone. Here is my problem. THEY SCREWED UP MY PHONE WITH THIER UPDATE, I didn't. I would assume because its their fault they would give me a NEW phone not a refirbished POS. No dice with verizon.
  2. guidot
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    guidot Developer Relations Staff Member Premium Member

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    You just have to press the issue.

    Wife got three broken CLNR Droid Pro's in 2 weeks. Needless to say, she had a BNIB from the store after I got done speaking with them.

    Sent from my RZRecovery'd Overclocked, and ROM'd Droid.
  3. dhrm
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    dhrm New Member

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    I talked to customer service person and his boss (USELESS) and then talked to tech support and that guys boss (Still USELESS). Not sure how to get UP the food chain to get the right ear to let them know this is BS. I mean dont get me wrong is I broke it then its on me. This is their own doing and if HTC says get a new phone then I think it should be a NEW phone.
  4. Stelv
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    Stelv New Member

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    Try telling them that you are unhappy and want a new replacement not a refirb, and if you dont get one that you are signing on with att right away...and that you will tell all your friends and family how bad of people, the people at verizon are.

    Sent from my fascinate
  5. Stelv
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    Stelv New Member

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    Make it a living hell for the highest person up. I have friends that work at vzw and they are trained to resist you. BTW Sprint is running a special where they will cover part of your etf if you switch to them.

    Sent from my fascinate
  6. DAVID2010
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    DAVID2010 New Member

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    I am having some issues with my Thunderbolt too. I am having some random reboots since the update. HTC tech support told me about replacing the device also. Verizon tech support mentioned most stores don't carry "replacement devices" and they could send me a replacement. Then I return my unit in a pre-paid envelope. If HTC certifies replacement unit I am fine that its not new in the box. I used to feel the same way about wanting a new device as a replacement if something went wrong with my smartphone. But the main thing is it is better than the defective one. I have personally also had new smartphones replace defective ones that had NEW problems. I'm not going to make a big deal about replacement devices. I only expect NEW devices when problem occurs within return window.

    Sent from my ADR6400L using DroidForums
  7. DAVID2010
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    DAVID2010 New Member

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    Im not going to be replacing my device though. Not unless it gets worse. I actually only had 2 or 3 random reboots since the update. I heard some people say they had more than that in one day. Overall, I am happy with my device and am fine working thru the bugs. The pros way outweigh the cons for me. Good luck with yours.

    Sent from my ADR6400L using DroidForums
  8. pc747
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    pc747 Administrator Staff Member

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    Send an email it actually does more than talking to a rep. Here is waht I posted as a suggestion what to email:

    https://www.verizonwireless.com/b2c/contact/email.jsp


    Email actually works better than calling because they HAVE to respond to it via email or email and call.
    Explain how testers reported the software would cause random reboots because they were experiencing the same exact issue. Testers expected vzw/htc to fix that issue. Testers explain that the ots is the exact same build they tested and expected people to complain of random reboots.


    Vzw did post on twiiter about the reboot issues but they need to jump on this issue. As a rooted tbolt owner I just change my kernel and I am no longer having reboot issues. This update was rushed and not tested well and vzw should have owned it and not treat customers like the customer just do not know what is going on.
  9. jka
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    jka New Member

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    BIG RED HAS GOTTEN REALLY BIG FOR THEIR OWN BENEFIT. THEY FORGET THEIR OWN PROMISES TREAT THE CLIENT AS THE MOST IMPORTANT/ VALUED PART OF BIG RED. GIVE THEM HELL TAKE DOWN NAMES AND ASK FOR SUPERVISORS SUPERVISORS AND CALL EVERYDAY LET THEM KNOW WHO IS KING "THE CONSUMER".


    Sent from my ADR6400L using DroidForums
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is this verizon phone prepay; adr6400l?