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Replacement Phone Problems

Miembro

I am currently now on my 5th GNEX at this point and the device is faulty. I have had everything from overheating, battery drains, and no 4g reception so far with these replacement phones and sometimes even a combination of these. I contacted samsung and they said that they do not replace devices sold by the verizon support team ,and that they do not hold the warranty for the device and that verizon does. Verizon offered to allow me to switch to another phone ,but that it had to be a 4g phone and that the galaxy s3 and razr maxx were not available. At this point i want a working phone and am willing to downgrade to an iphone, but will there be a way for them to get around the 4g phone rule. As far as one tech supervisor was concerned not having 4g wasn't an issue and that i should just deal without it. So would it be possible to downgrade especially considering the new iphone launch is sept. 12th?

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Re: Replacement Phone Problems

Miembro

i contacted my regional president, filed a complaint with both the BBB and FCC and received a 32gb iphone as a concession. I will be dropping verizon after my contract expires though

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Re: Replacement Phone Problems

Miembro

Wow...I could have written your post!  I am actually on my 6th handset with this latest one experiencing all the radio issues everyone keeps posting.  I was offered 4 replacement phones (Razor, Razor Maxx, Rezound, and as of 2 days ago the 4s).  IMO the first 3 can't hold a candle to the GNex, especially for display quality.  The Rezound is closest but what an ugly, awkward phone.  Not to mention I'd be throwing away all the accessories I've purchased and with the 4s all the Android apps, too.  It upsets me that I paid $300 for the GNex and every replacement phone but the 4s was at least $50 less at their releases.  What angers me is Verizon refuses to send me a NEW GNex, and their only reason for not offering the S3 is that it is "too new".

Through the website today I sent an email to the regional president for my state (https://aboutus.vzw.com/leadership/area/profiles/midwest/TJ_Fox.html)...you may want to try it yourself and see if it helps.

Best of luck to you.  If this doesn't get fixed I'm pretty sure Verizon has lost both my wife and myself as customers.  Now if only I could get them to care about that.

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Re: Replacement Phone Problems

Miembro

Obviously use this with discretion and honesty but today, just 48 hours after I used the "contact" link under Mr. Fox's name, I received a call from the Presidential complaint office (think that's what it was called).  They are over-nighting a brand new GNEX to me tomorrow.  I couldn't be happier!  They also offered a refurb S3 if this phone also does not work out, though I am now extremely leery of the refurbs.

Was not the best that I had to invest so much time, effort, and miles into getting this resolution, but at least I'm here now!

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Re: Replacement Phone Problems

Asistencia al cliente

Hello Anselmot, I'm sorry to hear your device experience hasn't been as pleasant as we would like.  Please DM me your name and mobile number and I can certainly go over your available options.  ¡Gracias! 

TominqueB_VZW
Please follow us on Twitter @VZWSupport

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Re: Replacement Phone Problems

Miembro

I too am experiencing this issue... I love my GNEX but this signal issue is a deal breaker if you ask me. Frankly, I've never had good signal quality both in data and voice... My first GNEX had a baseband version of IF515.09. I was experiencing these issues so I went into Verzion and they replaced the sim card with a new one thinking it was a defective batch of sims. That did absolutely nothing... My Replacement GNEX has a baseband version of IF515.10 and needless to say I am still experiencing this issue... Not sure why people are stating that the later baseband version causes this problem when I was experiencing it on the earlier version as well.. Friends and Family have different Verzion devices and they get great service! I've done troughput testing utilizing Speed Test on my GNEX and other Verizon 4g phones and the GNEX is lackluster at best... I'll get in the vicinity of 5 to 9 mb down while other devices get in access of 13 to 20 mb down (keep in mind, devices are side by side when conducting this test). I also get terrible signal strength when compared to other Verizon phones as well. Also, the 4g connection always drops when I am using it, even with the older phone... I've talked to Verizon Tech support and they give you the general scripted answers and resolutions... They tell me to check software version, baseband version, power down the device and pop the battery and sim card out; all of which do nothing to improve signal. They also tell me that they are going to create a trouble ticket so a technician will come out to my residence and conduct a signal survey. Trying to inform them that I already know the signal will be good does nothing. They can't seem to understand the logic that if other Verzion phones get great service at my residence then the survey will dictate the same. (Again, scripted answers). They did offer to give me a replacement device which was the Droid Razr, HTC Rezound, or a LG Lucid (Quite frankly, it felt like Verzion spitting in my face at this point...). It essentially felt like them telling me to take a hike when they refered me to Samsung after I told them I am not interested in their offered replacement devices... I didn't buy the GNEX to have crappy signal or wait forever for software updates. I bought it because it's suppose to be a pure google managed OS and it has bleeding edge components. I didn't spend hard-earned money on a device to operate below nominal standards and to be offered a low end device if it doesn't work properly.

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Re: Replacement Phone Problems

Miembro

Have to amend my post; the new GNex has the same antennae issues.  Also, the guy (Keygen) from the executive complaint office stopped responding to my calls after only one contact.  I have left him 4 very polite voicemails over 1.5 weeks and received no response.  Fortunately he left notes on my account so I am now being sent a refurb GS3.  Even with this, though, they are only sending a 16gb model and "refused" to overnight ship it without charging me.  I still really don't want the GS3 as almost all my accessories (case, screen protector, car mount) are for the GNex.  Somebody at either (or both) Google and Verizon have seriously dropped the ball with this phone and software.  Forums all over the place are full of issues, and a store rep even told me most of the employees there thought Google, Samsung, and Verizon rushed this phone into production without the proper testing.  So I'm back to being unhappy.

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Re: Replacement Phone Problems

Miembro

So get this, talked to a Tier 2 support representive yesterday and I've got to say, my faith in Verizon is completely gone on fixing this issue. The Tech tried to tell me at first that they had nothing to do with pushing either the signal or OS (jelly bean) update to the GNEX and that is purely from Samsung. I asked him how he knew this and did he have any legitimate documentation stating this and he said that he knew friends and family who worked for samsung >Post edited to comply with VZW ToS<

I was somewhat baffled by this statement and asked him "so you give special access to the manufactures for your network to push updates to your phones?". Wow that's mighty trusting of Verizon! (Mind you, I've called Samsung and talked with their tech support and they have told me countless times they have nothing to do with pushing these updates to the phones). After hammering the Rep with logical questions for 30 minutes he must of broke, because he then stated that Verizon thoroughly test updates for defects and the OS before THEY PUSH THEM OUT TO THE PHONES! Uh Oh, looks like "Mr. I don't know what the heck I'm talking about Verizon Rep" just shot his initial story down... I of course exploited is untruth and he retorted with "I didn't say that, you're putting words in my mouth". So now he starts to lie to me again realizing his mistake. They again offered me the choice of the crappy replacements HTC Rezound and the Moto Razr. Funny thing here is the initial rep I talked to before the Tier 2 support offered the Samsung S3 but she had to transfer me to Tier 2 to make sure. To everyone with the Verizon GNEX, you might as well suck it up and face the fact that Verizon has screwed us! You can either play the GNEX replacement game (which Verizon doesn't take into consideration the process their customer has to got through in order to save all their data then push it back to the replacement device). You can forfiet what we all thought was a top end device for an even bigger piece of crap (of course Verizon would not have the common decency to replace our highend device with another one. They would rather give you a phone that was rated by all the top tech site as what appears to be mediocre at best. This too was another heated discussion with the Tier 2 support. He claimed that the reviews I speak of are pure user speculation. Wow, didn't know that the tech reviews at Anandtech, Cnet, Maximum PC and PC World were user speculation. That's like saying a review from Consumer Report is pure user Speculation). Last but not least, you can keep your GNEX and hopelessly wait for Verizon to push an update (or Jelly Bean) out to your phones to fix this problem (I think we all know that it will be another month before this happens. Funny thing is most Verzion Reps aren't even aware of these updates... I guess they do not have internal email in which they can push memo's out to update their reps on device news. I think they still use the postal service [delivery by horses], or they're just blatantly lieing to our faces about this. I'm going to go with blatantly lieing considering the conversation I had with the Rep yesterday).

Message was edited by: Verizon Moderator

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Re: Replacement Phone Problems

Miembro

i contacted my regional president, filed a complaint with both the BBB and FCC and received a 32gb iphone as a concession. I will be dropping verizon after my contract expires though

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Re: Replacement Phone Problems

Asistencia al cliente

Hola Crostian,

I understand your discontent regarding your phone performance and software update status. We are now pushing Software Update 4.1 http://is.gd/NexusJB to the Galaxy Nexus and it will take a few weeks to reach all devices. I trust that once your device has the latest software update you will experience great performance improvement and your concerns will be resolved.

AntonioC_VZWSupport
Follow us on Twitter at www.twitter.com/VZWSupport

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Re: Replacement Phone Problems

Miembro

I've already updated the GNEX to Jelly bean and I have to say there has been much improvement in the overall phone performance! I still notice I do not get a better signal that others but the call quality seems to be fine. I am not dropping 4G LTE anymore which is a good thing. Seeing that I am not dropping 4G anymore, and the call quality seems to be fine, I am glad I waited for the update. However, it took Verizon Quite a while to finally get the update out there… I'm wondering if Verizon will credit me on my 4G service seeing I've been experiencing this for some time now. My guess is no. Has any other customers notice that their signal is not as strong as other phones?

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