Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
indianafanatic
Enthusiast - Level 3

Ye, it does.  The problem occuring on Fascinates across the board after the Froyo update - It's not something that's just wrong with your  phone.

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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
wardcst24
Contributor - Level 2

indianafanatic wrote:

Ye, it does.  The problem occuring on Fascinates across the board after the Froyo update - It's not something that's just wrong with your  phone.


I thought that also

But I bought my son won off eBay it has a build date of  3/11 it is on ed04 and I can not get it to miss calls

 

Mine with a build date of 9/10 are  junk I have had two with this build date and they miss calls after the hour sitting Idle

 

My sons will not miss calls period  let it sit all night and it still rings

I thought it was all software but I am not sure anymore

This also make's me understand why it is so hard for them to fix  It can only be reproduced on some phones


 

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Re: Has anyone successfully managed to get VZW to raplace Fascinate with a different phone?
Trishthedish
Newbie

Yes.  I had mine replace yesterday, although it wasn't a go in and show them you have a Fascinate and they give you a new phone process. You have to be persistent.

 

First a bit of background of the problems I was having since the upgrade:  Terrible battery life, touch screen not responding, losing calls because screen wouldn't work, among other things.

 

I went into a Verizon Store, as I was told that they can't replace them over the phone.  You have to go to a store.  The guy that was helping me first told me that I needed a second battery for this phone because they were known to have issues with battery life.  I reiterated that I didn't have the problem until after the upgrade. He then said that he would need to physically see the phone not responding to touch and not answering a call...I explained that it was very random and that it didn't happen all the time...he called my phone.  It worked that time.  I assured him that I could leave the phone and that it would happen and that the battery would be dead in a few hours with virtually no use. 

 

I then shared with him that it was a known issue that there are problems with this phone.  This perked him up a bit and he said that he would have to check with his "technical team".  He left and came back about 30 seconds later and said that yes, I was correct and that they weren't replacing the Fascinates with another Fascinate because of all of the problems that were occurring, but that I could choose a Samsung Charge, a Motorola Droid X2, or a HTC Incredible.  I originally chose the Charge, but they didn't have any (they have to order any of the phones that you choose, they aren't in the stores), so I went with the Motorola Droid X2. 

 

In the end, I had to be persistent, but I was able to get my problem solved.  Good luck.

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Re: Has anyone successfully managed to get VZW to raplace Fascinate with a different phone?
Trishthedish
Newbie

I bought my fascinate at an electronic retailer, not from Verizxon and they still replaced it for me.  That did not seem to be an issue at all.

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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
indianafanatic
Enthusiast - Level 3

Well, I was all set to set a replacement Droid Charge last night, but my local store didn't have any in stock until their shipment arrived after hours.  I decided to try the store close to my work today after first  calling to make sure they had the Charge in stock (yes, they did).  That's where my optimism ended...

 

Karen {edited for privacy} (sp?) was the person to assist me at the College Park Verizon Wireless store located at 3269 West 86th Street, Indianapolis IN 46268.   She immediately told me that I didn't have any lines on the account to upgrade.  I told her that I wasn't upgrading, I was merely getting a pone to replacement my ill-functioning Fascinate and that I had already spoken with tech support several times and that the swap was approved as a "fix" for my Fascinate.

She asked what was wrong with my phone and I told her about the poor battery life and missed calls.  She took my phone, looked through the list of apps, through the running services and was "kind enough" to show me what I already knew was was running in the background. 

 

Karen_VZW: "With these phones, you can't expect to get more than 5 hours out of the battery - that's just unrealistic.  I don't know what you were told or by who, but the only thing I could possibly do is replace your phone with a certified used Fascinate."

Me: "If you could just pull my account up, you should see that I've already been through all the possible remedies, discussed the epidemic problems with the Fascinate and see that I've been approved to replace my Fascinate with the Droid Charge?"

Karen_VZW: "I'm sorry, but I don't need to look at your account to know that I can't think about giving you anything other than a recertified Fascinate.  You are expecting too much from this phone and need to learn what it won't do."

 

SERIOUSLY?!? 

 

This lady is telling me what my phone can and can't do when she couldn't even find the power button to turn on the screen? 

This lady is telling me that I shouldn't expect more than 6 hours of battery life on a phone that explicitly touts 5 hours and 50 minutes of talk time and I can't even get 6 hours out of the battery when I'm only using it maybe 1.5 hours?

This lady is telling me that missed calls isn't a valid reason to want/get a new phone?

This lady is telling me that it doesn't matter if all the other Fascinates have the exact same problem - I can't get a different phone?

This lady is telling me that even though Verizon has stopped selling the Fascinate that my only option is getting another one?

 

My apologies to the other Fascinate owners who have read this rant because I'm aware that many of you have encountered this same "assistance" from Karen's at your stores.  My wish and reason for posting this is to state my case on Verizon's forum so that it's on record and, should they feel the need to re-train some less-than-helpful store staff, they know who to sign up first.

 

I am going back to my "home" Verizon store to try this again, now that I know they have Charges in stock.  Should I encounter the same or similar service there, I apologize in advance to whomever answers the tech support call when I walk out...

 

/rant

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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
NRR
Newbie

I was (after multiple calls and hours on end on the phone with every level on up at Verizon) finally able to get a rep to agree to replace my 3rd Fascinate phone with a Droid X2.  Just got it 2 days ago and is working beautifully. 

 

I also had recently filed a complaint with our state's attorney general and in relation to this complaint received a call from an upper level exec at corporate Verizon yesterday.  I was able to get reimbursed for the battery and back cover I had to purchase for the Droid X2 as well as get them to credit our account for one month's service due to my concerns with missed calls/missed texts/phone freezing and having to go throught the hastle of activating, using and subsequently sending back 6 different Fascinates (3 each for my and my husband's lines).

It wasn't everything I hoped to achieve with them but I was, quite honestly completely shocked and taken aback with their call to me and as a result my brain was scrambling a bit! :smileyhappy:

 

Sadly, it seems as though you need to keep trying until you get a compassionate rep who is willing to offer a different phone.  I wish each of you success as you continue to get what you are entitled to!!

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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
nickjr
Contributor - Level 3

NRR wrote:

I was (after multiple calls and hours on end on the phone with every level on up at Verizon) finally able to get a rep to agree to replace my 3rd Fascinate phone with a Droid X2.  Just got it 2 days ago and is working beautifully. 

 

I also had recently filed a complaint with our state's attorney general and in relation to this complaint received a call from an upper level exec at corporate Verizon yesterday.  I was able to get reimbursed for the battery and back cover I had to purchase for the Droid X2 as well as get them to credit our account for one month's service due to my concerns with missed calls/missed texts/phone freezing and having to go throught the hastle of activating, using and subsequently sending back 6 different Fascinates (3 each for my and my husband's lines).

It wasn't everything I hoped to achieve with them but I was, quite honestly completely shocked and taken aback with their call to me and as a result my brain was scrambling a bit! :smileyhappy:

 

Sadly, it seems as though you need to keep trying until you get a compassionate rep who is willing to offer a different phone.  I wish each of you success as you continue to get what you are entitled to!!


I guess it was a repo, not a new one phone, I have been hearing the phones they are replacing are repo phones..
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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
NRR
Newbie

Yes, the Droid X2 sent to me is a certified pre-owned model, but I can tell you that at least I now get calls and texts without fail, my screen no longer freezes up and I can go a whole day or more before I need to charge the battery.  That's 100% more than my faulty Fascinate (which was new) was providing me!

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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
geomimi
Newbie

Has anyone tried to contact Samsung and get a Charge as a replacement?

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Re: Has anyone successfully managed to get VZW to replace Fascinate with a different phone?
geomimi
Newbie

Can I call Samsung and have my Fascinate replaced with the Droid Charge since not all Verizon stores are allowing the swap?

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