smokeyrd
Member
For a long time I was one of the lucky ones that did not have to deal with the data issues that were plaguing the rest of you. Unfortunately, after the .905 update, I started getting data drops where the phone would cycle from "Blue 4G" to "White 4G" to "White No G (just cellular coverage)" back to "White 4G" then up to "Blue 4G". When this problem occurs, the device will usually revert back to "White 4G" state upon attempt to use data. Sometimes you can get it to reconnect by cycling airplane mode, other times you must restart the device. If you dont want to read my top-to-bottom explanation of "how it went down", skip to the last paragraph.
I then took the following steps with the guidance of verizon:
1) Factory reset (3 or 4 times)
2) Replacement Device
3) More factory resets
4) Replaced SIM card
5) Replacement Device #2
6) Replacement Device #3
7) continued opening cases with verizon when i had time to call in to keep the case alive in their system
8) contacted motorola directly and demanded a refund or alternate device
Part 8 happened today but i wanted to give you an idea of how many loops I went thru to get everything documented. This has been going on since about May 20th but you can certainly accelerate the process by not waiting for as long as I did between replacement devices (about 2 weeks normally). Motorola will state that it is their policy to not give alternate devices out and also that because the replacement happened via Verizon, they were not involved in the replacement so they have no records regarding the problem.
A couple of important facts to state in my case were as follows:
1) Magnuson-Moss Warranty Act is applicable to this device (better known as the lemon law)
2) Device has been replaced 3 times and I am now on the 4th device, placing the device under the legal definition of "lemon"
3) Verizon acted as an agent of Motorola Mobility during the replacement process of the device under the Motorola Warranty terms. (this will be contested...just keep repeating yourself calmly)
4) The Magnuson-Moss Warranty Act is applicable ONLY to the manufacturer/warrantor of the device, any refund/replacement MUST be done by the device manufacturer directly. (no matter where you purchased the device, motorola is directly responsible for it under the terms of the warranty)
If they dont take your argument initially, ask for a supervisor. I had to be transferred from a rep to a supervisor, then to a rep in the Escalation Department, then finally to a Customer Advocacy Representative. The escalation department rep did most of the footwork collecting the background from verizon so be sure to be very polite yet firm with this person. The first rep will tell you that they cant be on the phone with you while you talk to verizon to collect the serial numbers of the old devices, as may the second rep. By the time i got to the rep for the Escalation Department they were willing to sit on the line with me while they got all the pertinent information from verizon.
At this point, I am on the line with the Escalation Dept Rep and the Customer Advocate after gathering all the other info. The customer advocate will be understanding but you must go through the entire history quickly and give them the run-down of what all has happened. In my case, they agreed to a replacement device/upgrade. It is up to you what you push for but a Razr is the most likely route.
For those of you that skipped, Motorola is shipping me a new (alternate) device (Razr Maxx) because of all the problems with the Bionic and the facts that I had it all documented with verizon. I spent 1.5 hours on the phone with them but it was all done on the first call. Be sure to get your case number! Hopefully this will help some of you that are having this problem to get some sort of "final" resolution assuming you are just tired of dealing with the problems with this device. Good luck!
I then took the following steps with the guidance of verizon:
1) Factory reset (3 or 4 times)
2) Replacement Device
3) More factory resets
4) Replaced SIM card
5) Replacement Device #2
6) Replacement Device #3
7) continued opening cases with verizon when i had time to call in to keep the case alive in their system
8) contacted motorola directly and demanded a refund or alternate device
Part 8 happened today but i wanted to give you an idea of how many loops I went thru to get everything documented. This has been going on since about May 20th but you can certainly accelerate the process by not waiting for as long as I did between replacement devices (about 2 weeks normally). Motorola will state that it is their policy to not give alternate devices out and also that because the replacement happened via Verizon, they were not involved in the replacement so they have no records regarding the problem.
A couple of important facts to state in my case were as follows:
1) Magnuson-Moss Warranty Act is applicable to this device (better known as the lemon law)
2) Device has been replaced 3 times and I am now on the 4th device, placing the device under the legal definition of "lemon"
3) Verizon acted as an agent of Motorola Mobility during the replacement process of the device under the Motorola Warranty terms. (this will be contested...just keep repeating yourself calmly)
4) The Magnuson-Moss Warranty Act is applicable ONLY to the manufacturer/warrantor of the device, any refund/replacement MUST be done by the device manufacturer directly. (no matter where you purchased the device, motorola is directly responsible for it under the terms of the warranty)
If they dont take your argument initially, ask for a supervisor. I had to be transferred from a rep to a supervisor, then to a rep in the Escalation Department, then finally to a Customer Advocacy Representative. The escalation department rep did most of the footwork collecting the background from verizon so be sure to be very polite yet firm with this person. The first rep will tell you that they cant be on the phone with you while you talk to verizon to collect the serial numbers of the old devices, as may the second rep. By the time i got to the rep for the Escalation Department they were willing to sit on the line with me while they got all the pertinent information from verizon.
At this point, I am on the line with the Escalation Dept Rep and the Customer Advocate after gathering all the other info. The customer advocate will be understanding but you must go through the entire history quickly and give them the run-down of what all has happened. In my case, they agreed to a replacement device/upgrade. It is up to you what you push for but a Razr is the most likely route.
For those of you that skipped, Motorola is shipping me a new (alternate) device (Razr Maxx) because of all the problems with the Bionic and the facts that I had it all documented with verizon. I spent 1.5 hours on the phone with them but it was all done on the first call. Be sure to get your case number! Hopefully this will help some of you that are having this problem to get some sort of "final" resolution assuming you are just tired of dealing with the problems with this device. Good luck!
