I need help. Anything would be great.
Let me start by saying that my Driod has NEVER dropped a single call. Not one. However...
My wife and I both picked up Driods at the end of January (I joined this site a few days later). Life was great until the end of April when her phone started dropping calls. It got to the point where it would drop more calls than you placed or recieved and when retrieving voice mails. After 2 weeks of fighting the problem, *228's, changing PRL's, trying hybrid PRL's, Verizon's Tier 2 support decided to Fedex us a new used (refurb) Driod about the middle of May. That lasted about 7 days before it also started dropping calls. It was then, in late May and after several more calls to Verizon, they placed us on yet another hybrid PRL. It actually worked fine for about 2 weeks which was about mid-June. Then more dropped calls. They had us do a factory reset on the refurb phone, but guess what, the damn thing wouldn't connect so you couldn't activate it! Now we sat there with a totally dead phone that we could do NOTHING with. The tech didn't know what to do, he just apologized and said I would have to wait until the following day and drive across town to the Verizon store and see what they could do. Talk about being disgusted, I just gave up. But later in the day I tried it again and it finally connected and it was able to take the activation.
More dropped calls in late June. A LOT of dropped calls. More calls to the Verizon support center in Texas. I'm now getting on a first name basis with the Tier 2 supervisors. They've repeatedly created new "tickets" and have someone above them look into them. We get text messages saying that our "tickets" are being reviewed, but nothing ever happens. I later learn that if you go more than 15 days without follow up from the customer that there's a problem, they discard them. So now I've had at least 6 tickets created, but none of them can be reviewed because they are older than 15 days! WTF!! They mean nothing??!?!
So now it's the beginning of July. More constant dropped calls, my wife can sometimes go a day or more without being able to make or recieve a call. I call Verizon AGAIN. They tell us to go to the Verizon store and there's a brand new in the box Driod waiting for her. She does that. She's now on her 3rd Driod in 90 days.
And guess what? It's dropping calls. In the 7 days she's owned the brand new Driod, she's dropped 9 of 41 calls. That's nearly 25% of all the calls. Dropped. I call Verizon AGAIN, we go through ALL the stupid troubleshooting steps. They create another "ticket". They say there's nothing they can do but watch the open ticket and see what happens. Meanwhile, my wife's phone drops 3 more calls this morning. So that's 12 dropped calls out of 44 in the past 7 days with her brand new Driod. My wife's Driod and my Driod are identical. Every setting is exactly the same. Everything -but- the BEND number. He couldn't explain what a Bend was, other than it was something only an engineer above him could change. He was going to note that in the "ticket".
Let me point out again that my Driod has NEVER dropped a single call. Not one. It's been a fantastic device.
I could go on for hours telling you stories about the BS the tech guys had me do. I've spent countless hours on the phone with Verizon. One guy told me that my wife needs to remove all her apps... but guess what, she never installed a single app on her 2nd or 3rd Driod. That left him stumped, he created a "ticket".
Last night during the troubleshooting process, the tech once again reviewed our dropped call log and actually had the nerve to comment that my wife doesn't actually use that many minutes on her phone... well duh!! The damn thing doesn't work!! How is she supposed to put minutes on her phone if she can't use it?!?!?! It was all I could do to remain civil. He did at least credit us $65.
I work in the technical field. I'm an electronic tech at a major hospital. I work technical support with an on-call schedule. I understand technical problems that are of electronic nature. I understand dealing with the end user. I understand troubleshooting technical problems that exist within the layers of software, firmware, and hardware. That is how I make a living.
What I do NOT understand, however, is that after 3 devices and 3 months, they still give me the complete run around with absolutely no resolution. I've asked 2 separate Tier 2 supervisors to please terminate our contract, we just want to move on to a phone and service that works. They refuse to terminate the contract because when network engineers have come out here and measured the signal, everything is perfect. So here we are, stuck.
I have no idea what to do, and obviously, neither does Verizon.
Let me start by saying that my Driod has NEVER dropped a single call. Not one. However...
My wife and I both picked up Driods at the end of January (I joined this site a few days later). Life was great until the end of April when her phone started dropping calls. It got to the point where it would drop more calls than you placed or recieved and when retrieving voice mails. After 2 weeks of fighting the problem, *228's, changing PRL's, trying hybrid PRL's, Verizon's Tier 2 support decided to Fedex us a new used (refurb) Driod about the middle of May. That lasted about 7 days before it also started dropping calls. It was then, in late May and after several more calls to Verizon, they placed us on yet another hybrid PRL. It actually worked fine for about 2 weeks which was about mid-June. Then more dropped calls. They had us do a factory reset on the refurb phone, but guess what, the damn thing wouldn't connect so you couldn't activate it! Now we sat there with a totally dead phone that we could do NOTHING with. The tech didn't know what to do, he just apologized and said I would have to wait until the following day and drive across town to the Verizon store and see what they could do. Talk about being disgusted, I just gave up. But later in the day I tried it again and it finally connected and it was able to take the activation.
More dropped calls in late June. A LOT of dropped calls. More calls to the Verizon support center in Texas. I'm now getting on a first name basis with the Tier 2 supervisors. They've repeatedly created new "tickets" and have someone above them look into them. We get text messages saying that our "tickets" are being reviewed, but nothing ever happens. I later learn that if you go more than 15 days without follow up from the customer that there's a problem, they discard them. So now I've had at least 6 tickets created, but none of them can be reviewed because they are older than 15 days! WTF!! They mean nothing??!?!
So now it's the beginning of July. More constant dropped calls, my wife can sometimes go a day or more without being able to make or recieve a call. I call Verizon AGAIN. They tell us to go to the Verizon store and there's a brand new in the box Driod waiting for her. She does that. She's now on her 3rd Driod in 90 days.
And guess what? It's dropping calls. In the 7 days she's owned the brand new Driod, she's dropped 9 of 41 calls. That's nearly 25% of all the calls. Dropped. I call Verizon AGAIN, we go through ALL the stupid troubleshooting steps. They create another "ticket". They say there's nothing they can do but watch the open ticket and see what happens. Meanwhile, my wife's phone drops 3 more calls this morning. So that's 12 dropped calls out of 44 in the past 7 days with her brand new Driod. My wife's Driod and my Driod are identical. Every setting is exactly the same. Everything -but- the BEND number. He couldn't explain what a Bend was, other than it was something only an engineer above him could change. He was going to note that in the "ticket".
Let me point out again that my Driod has NEVER dropped a single call. Not one. It's been a fantastic device.
I could go on for hours telling you stories about the BS the tech guys had me do. I've spent countless hours on the phone with Verizon. One guy told me that my wife needs to remove all her apps... but guess what, she never installed a single app on her 2nd or 3rd Driod. That left him stumped, he created a "ticket".
Last night during the troubleshooting process, the tech once again reviewed our dropped call log and actually had the nerve to comment that my wife doesn't actually use that many minutes on her phone... well duh!! The damn thing doesn't work!! How is she supposed to put minutes on her phone if she can't use it?!?!?! It was all I could do to remain civil. He did at least credit us $65.
I work in the technical field. I'm an electronic tech at a major hospital. I work technical support with an on-call schedule. I understand technical problems that are of electronic nature. I understand dealing with the end user. I understand troubleshooting technical problems that exist within the layers of software, firmware, and hardware. That is how I make a living.
What I do NOT understand, however, is that after 3 devices and 3 months, they still give me the complete run around with absolutely no resolution. I've asked 2 separate Tier 2 supervisors to please terminate our contract, we just want to move on to a phone and service that works. They refuse to terminate the contract because when network engineers have come out here and measured the signal, everything is perfect. So here we are, stuck.
I have no idea what to do, and obviously, neither does Verizon.
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