Jelly Bean Killed My Razr, Verizon Customer Service Killed my Attitude...

[StormJunkie_com]

Jelly Bean was forced to my Droid Razr this morning. The phone was plugged in to the charger and fully charged (I was still in bed when I saw the notification). So Jelly Bean started downloading...I fell back asleep knowing update would take a little time. When I woke up the phone was powered down and provided no response to the power button.

I went to the local Verizon store and was told I have only two options. They can send me a replacement which will not be here until Tues (It's Sat morning), or I can pay full retail for a new phone (Bet those Jackwagons would like that). So I had the store put me on the phone with what I thought was Customer Retention, but it was nothing more than the worthless Customer Service department. At first they told me they could offer me an early upgrade, but then came back and said they could not do that. They also told me that if they had offered an early upgrade then it would have been mailed to me and not something I could pick up in the store.

I have been a customer with Verizon for 10 years and depending on whether I had an air card or not, my bill has always run between $100 and $150 a month. I will try and get in touch with Customer Retention on Monday, but the local store told me that "Verizon doesn't care about Customer Retention...We don't have that department anymore". Ok, so they did not say the first part of that out loud, but if they truly don't have a customer retention department any more then that is exactly what they are telling me. For them to think that going without a phone for four days is an acceptable answer for something that is not my fault is just wrong. They claim their "hands are tied" because it happened on Saturday. I guess no one around Verizon has authority to care about or make smart decisions regarding customer service. I will be looking at Sprint, AT&T, or even Cricket if Verizon doesn't make an effort to fix this.

:angry: :frown: :angry:

Anyway, my phone would not do anything with the power and down volume or any other combination of keys. Plugging in to a charger does nothing either. I do get the white light of death when plugging in to USB cable to computer.

Anyone having similar issues with Jelly Bean, or have any suggestions for getting phone to power back up?

Thanks!

 

[GotnFX]

Jelly Bean was forced to my Droid Razr this morning. The phone was plugged in to the charger and fully charged (I was still in bed when I saw the notification). So Jelly Bean started downloading...I fell back asleep knowing update would take a little time. When I woke up the phone was powered down and provided no response to the power button.

I went to the local Verizon store and was told I have only two options. They can send me a replacement which will not be here until Tues (It's Sat morning), or I can pay full retail for a new phone (Bet those Jackwagons would like that). So I had the store put me on the phone with what I thought was Customer Retention, but it was nothing more than the worthless Customer Service department. At first they told me they could offer me an early upgrade, but then came back and said they could not do that. They also told me that if they had offered an early upgrade then it would have been mailed to me and not something I could pick up in the store.

I have been a customer with Verizon for 10 years and depending on whether I had an air card or not, my bill has always run between $100 and $150 a month. I will try and get in touch with Customer Retention on Monday, but the local store told me that "Verizon doesn't care about Customer Retention...We don't have that department anymore". Ok, so they did not say the first part of that out loud, but if they truly don't have a customer retention department any more then that is exactly what they are telling me. For them to think that going without a phone for four days is an acceptable answer for something that is not my fault is just wrong. They claim their "hands are tied" because it happened on Saturday. I guess no one around Verizon has authority to care about or make smart decisions regarding customer service. I will be looking at Sprint, AT&T, or even Cricket if Verizon doesn't make an effort to fix this.

:angry: :frown: :angry:

Anyway, my phone would not do anything with the power and down volume or any other combination of keys. Plugging in to a charger does nothing either. I do get the white light of death when plugging in to USB cable to computer.

Anyone having similar issues with Jelly Bean, or have any suggestions for getting phone to power back up?

Thanks!

When you plug it to the charger.. does white lights come on? If so keep it plugged in and see if it is just dead battery. You may want to call or log into Motorola website and see if they can help or have any suggestions.

 

[StormJunkie_com]

No white light when plugging it in to the charger. Only when plugging it in to the computer. The light will stay on when I unplug it from computer but will go off if I push any button, or plug it into a wall charger. Again, the battery was fully charged when this issue started this morning. It happened when Jelly Bean tried to reboot the phone I think.

 

[GotnFX]

No white light when plugging it in to the charger. Only when plugging it in to the computer. The light will stay on when I unplug it from computer but will go off if I push any button, or plug it into a wall charger. Again, the battery was fully charged when this issue started this morning. It happened when Jelly Bean tried to reboot the phone I think.

Was it plugged in while updating? I'd try to just plug it in and let it sit for awhile. The update could have just killed the battery.

 

[StormJunkie_com]

Yes, it was plugged in while updating. Had been plugged in since the night before.

 

[eshef]

I understand your frustration, but if you want a half-way decent customer service, do NOT go to AT&T. Took me over 6 months to get my deposit back, kept getting the runaround....:angry:

 

[FoxKat]

Was it plugged in while updating? I'd try to just plug it in and let it sit for awhile. The update could have just killed the battery.

Yes, it was plugged in while updating. Had been plugged in since the night before.

GotnFX is probably right on. Here's the thing...when the phone is in either the Recovery section or while in the middle of an update, even if it's plugged into a charger, it DOES NOT CHARGE. The reason is complicated, but the short answer is that the charging system is not activated while in the system upgrade, this is why it's always stated very strongly to have a fully charged battery before starting any kind of rom flashing.

Since it did this overnight, it must have hung up during the update, and sat there all night long sucking down power. Since the phone's charging system is inactive while in update, there is nothing monitoring the battery and performing an automatic shutdown to prevent deep-discharging the battery.

So what you likely have is a deep-discharged battery, and because it's so deeply discharged it is trying to pull too much current, leaving nothing left to boot the charging system. Options are a Factory Programming Cable, or directly connecting to the battery to boost charge (in either case, for no longer than 1/2 hour at at time, and then try the stock charger).

 

[StormJunkie_com]

Thanks Fox, but I think you misunderstood. The battery was fully charged. The update did not start until the morning around 8:30am EST. I fell back asleep while it updated. It was plugged in all night, and also while it was updating. When I got back up at about 9:30, it was unresponsive. I guess it is possible it fully drained the battery in an hour?

 

[YellowJacket]

OK, lets try to work backwards and determine if something is wrong with the charger rather than the phone. Since the light comes on when you plug it into the computer, my guess is the wall charger may be bad. However, some USB ports charge at a much lower rate than the wall charger so it can possibly take much longer to charge that way. Also, if the battery is completely flat, it will have to fully charge before it will come on again.

If at all possible, try to use a different wall charger (charger and cord) and plug it into a different wall outlet.

It is possible for your phone to "think" it is fully charged and show that on the indicator but in all actuality, it is not. That's why we do what's called "FoxKatting" to recalibrate the battery meter and get more life out of our batteries. So, based on that, yes, it is possible that your battery drained in one hour. ....either that or you actually slept a full 24 hours and today is Monday, but that is doubtful.

David

EDIT: a good laugh... years ago when I made computer service calls, I was called late one night to fix a system that I built. The owner said they moved the computer to a different room and it will no longer boot. When I arrived, I was told it was in "the last room on the left". I walked into the room and flicked on the light switch and everything booted fine. As it turned out their power outlets had a switched and unswitched receptacle. The power strip was plugged into the switched one so when I flipped the wall switch, it powered up the outlet. Easiest $150.00 I ever made. (they insisted on paying me for coming out)

Hence the reason I suggested trying another outlet.

 

[StormJunkie_com]

Thanks Yellowjacket. I've tried everything short of attempting to direct charge the battery (don't want to void the warranty). No luck.

On a side note, can anyone explain why many of my comments are being moderated on these forums? https://community.verizonwireless.com/message/947557#947557

On another side note, I have not received any sort of helpful post on those forums...it appears it is just Verizon reps doing damage control. Over hear, y'all have at least attempted to help me. Thanks, it is appreciated.

 

[StormJunkie_com]

The people at a third party store were much more helpful than the ones at a Verizon corporate store. They had and issued me a loaner. Also made sure to give me a smartphone so that I did not lose my unlimited data.