mystufftoday said:
It is not my fault when Verizon can not tell me why my phone is not working properly...after I spend over 1.5 hours on the phone between customer service, tech support 1st and 2nd level!!! And still no resolution. Deflate your head a little.

Hey, this actually was not directed at you. I was just mocking all of the Verizon bots who come onto other forums to bash our carriers and promote the big red devil of wireless.

Take it from me, I left Verizon for AT&T over billing issues and crappy handsets. My brand new Verizon phone that cost me 100 crapped out in just two weeks, add to that, I took advantage of promotional deals and never got those credited to my account until four months ...
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actually verizon and att are almost identical on pricing so saying the like to nickel and dime you I kinda disagree but to each their own!! Verizon operates a very large network of course there are always going to be mistakes so saying that they are shady I wouldn't go that far !! I have never heard of them doing that 2-3 bill cycle thing maybe someone dropped the ball but verizon surely didn't intend to make it take that long !

Verizon is a publicly held company that publishes their corporate officers, legal team, and directors. I had a serious issue w/ Fios and I wrote an email and sent it to every corporate officer (including the CEO), investor relations director, and every other email address I could find, and within a half hour I had at least 5 different responses w/ direct phone lines.

Verizon landline, Verizon Wireless is different. You will not get the email address of upper management. Call customer service and ask for executive relations. They will make a decision. If you don't like the decision, then leave....simple as that.

Verizon and AT&T both charge about the same, just verizon has better service than AT&T.

Their billing is pretty clearly explained. The only one that is a little difficult are the month free promotions on VZ navigator/vcast because if you signed up a few days before your billing cycle it could mess up in the system, but I was typically successful in getting the month put on correctly.

overages, text/pic charges, and data are all pretty cut and dried. You are told at least twice whenever you download something from the vzstore that it will cost you money and that data charges will be incurred if you don't have a data plan.

And if your phone crapped out in two weeks through no fault of your own, you simply needed to take it back to the store and exchange it for a new one.

The strongest non-smartphones on verizon's net...
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Menno said:
Their billing is pretty clearly explained. The only one that is a little difficult are the month free promotions on VZ navigator/vcast because if you signed up a few days before your billing cycle it could mess up in the system, but I was typically successful in getting the month put on correctly.

overages, text/pic charges, and data are all pretty cut and dried. You are told at least twice whenever you download something from the vzstore that it will cost you money and that data charges will be incurred if you don't have a data plan.

And if your phone crapped out in two weeks through no fault of your own, you simply needed to take it back to the store and exchange it for a new one.

The strongest

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I would say go into the store and get help also have to had this phone replaced at all? If you have had 3 replacements within 90 days they will get you a new or a different phone it is up to the manager !! But I can say go in there and be as nice as you can because then they will be more willing to work with you!

I also had a very big issue with VZW both CS and Tech Supp. I wrote a letter to the Main CS headquarters in Bellvue, WA and actually received a very timely response. This is the address you want to direct your letter to:

Verizon Wireless
Customer Service Department
Post Office Box 96082
Bellevue, WA 98009-9682

The address actually differs based on what area your number is based out of.

From my experience as an employee in a store, I can describe the process for troubleshooting.

First, make sure the phone seems operational with no apparent damage, including liquid.

Second, make sure the phone has the latest PRL (via the *228 code, option 2).

Pull the battery on the phone.

Check for the latest software version.

Check the account for any blocks.

Now, this is standard fare. Most any store should be doing this, and customer care does something similar if not identical. I would assume that this has been done time and time again by this point.

More than likely, the store would have replaced your phone by this point, too, but not always.

Next, someone on the technical service end would typically check for...
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I find that every once and awhile I'll have an issue authenticating a phone for data. No pattern for it.

But I find that after I send it for authentication and then do #832. Then I try to access get it now/games/etc. If it kicks back the "unable to authenticate" I power cycle the phone, do *228 and #832 again and 9/10 this fixes it.

I've gotten into the habit of making sure the net works on any phone I sell the connect plan on. most of the time there is no issue, but I get that weird issue every once and awhile.

Do you know anything about this issue? or is it just a random glitch?

I have been through all of the above mentioned processes. I have been in contact with the "executives" and even they can't figure it out. We'll see what the next step will be....maybe another carrier?

Executives? Waste of time. You need a tech guru. I have a tool at work where I can see the clogs in the pipes, so to speak, and no one except Tier Three knows what I'm talking about.

I refuse to believe your problem can't be fixed. Unfortunately, you haven't found someone who CAN fix it, or knows how to proceed TO fix it. The chance of you being one of the few where nothing can be done (aside from changing your number entirely) is almost nothing.

Still, you do what you feel is right. Sorry you've found no resolution on this.

i've been a verizon indirect agent for about 4 months now, and i am a total geek. i'm going to be 100% honest, there is a good chance that the actual device is defective. i see a lot of dares and sell a lot of dares and NEVER have i had an issue like this. as long as there is no damage to the phone and you've had it for a year or less you'll be able to do what's called a FRU exchange. your covered. more than likely it's a user error!

I have a real hard time believing that she spent this much time on this. I am sure there is some exaggeration going on in her story. Anyone who has worked in TSS should be able to get this corrected on the first pass. Unless there is something that she is not mentioning here like her location, service interruption by financial services (yes this can cause the AAA to suspend) or something. I highly doubt that no one has offered to replace the phone for her and the rep/s that she was working with failed to file an NRB ticket.

I am not saying that this issue was not there, I have seen it happen. But the only time I have been unable to get it working was when they were in an extended coverage area…

Sounds like a chronic compl...
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FOR A MATTER OF FACT I DID SPEND THIS MUCH TIME ON THIS ISSUE, PLUS ANOTHER 20 MINUTES ON THE PHONE WITH AN EXECUTIVE FROM VERIZON WIRELESS MANAGEMENT!!!! 😡 HOW DARE YOU (NO PUN INTENDED) ACCUSE ME OF JUST BEING A COMPLAINER. I WORK HARD FOR MY MONEY AND WHEN I MAKE A PURCHASE EXPECT IT TO WORK THE WAY IT IS SUPPOSE TO! AND - THE EXECUTIVE FROM VW COULDN'T GET IT TO WORK EITHER! SO WE ARE COMMUNICATING ON HOW TO RESOLVE THIS ISSUE, PROBABLY BY EXCHANGING THE PHONE.

So you just shot your credibility up bigtime by crying and by not knowing that capslock is annoying. And duh an upper management person is not gonna be able to do anything that's what tech support is for. Would you like a kleenex?

Most likely he assumed what he said was the case because it's pretty standard practice for a rep to offer to exchange the device if basic trouble shooting doesn't fix it and they can verify that it wasn't user damage.

Yes, the question process can take some time, but in the dozens of tech calls I've done for customers I've never had a rep say "we don't know whats wrong" and NOT offer to exchange the phone.

Maybe you just had terrible luck.. I agree that he was a bit harsh in his assessment, but at the same time, it is hard to believe that the story went down just as you said it did.

epik is right. ive had this call, and usually it caused by a blockage. my usual method if there are no blocks is to delete the entire phone out of the switch, program a test phone on the line and test. if my test phone wont connect then something is wrong with the system, if i get it to work, then when i reprogram the customers device back in the switch, it usually works. if not then its the device. with this method, the issue is usually resolved by the device performing as advertised or a warranty replacement being sent out.

and it dont take hours.

peace

Thank you

yeah, sorry i saw it. i went ahead and responded in the appropriate place. if you read it my method makes sense.

This persons sounds like the biggest complaining piece of white trash I have seen on the website in a very long time... Their story is full of holes, claiming that an executive went through troubleshooting on her phone, spent hours with tech and CS both in store and on the phone, blah , blah, blah AND no one would/could help her..

I suggest she hop in that rusty El Comino of hers, take a left out of the trailer park and make a beeline to the nearest CORP store to get that phone switched out. Please remember that drool from one of your 9 kids does void the warranty.