Question about the warranty process.
I made the huge mistake of getting the ENV Touch as my upgrade phone a few months back. I had to replace it once within the first 30 days because the hinge was loose. Now a couple months later the touch screen started acting weird and is now not working at all.
Anyway, my question...
What are the chances I will be able to get Verizon to send me a completely different phone, since I've been having horrible luck with the ENV touch?
I used to work for ATT's warranty dept and we would usually offer a comparable model after someone had a couple exchanges. I would think since Verizon is an overall better CO, they would do something similar.
Anyway, my question...
What are the chances I will be able to get Verizon to send me a completely different phone, since I've been having horrible luck with the ENV touch?
I used to work for ATT's warranty dept and we would usually offer a comparable model after someone had a couple exchanges. I would think since Verizon is an overall better CO, they would do something similar.
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Very slim. You are basically asking for a free upgrade. Also you would probably have to buy all new accessories as they will probably not swap those. You can try, and you might succeed. I highly doubt it though.
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Nil. The device you have is under warranty. They are going to replace it with a CLNR or best case scenario a NEW Envy Touch.
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Think about it. Doing this would set a precedent for every person who "made a mistake" because they bought a phone and then decided they wanted the latest and greatest. The envTouch as far as I know is a solid device. They will just replace it with another one.
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mellowlen62 said:
Think about it. Doing this would set a precedent for every person who "made a mistake" because they bought a phone and then decided they wanted the latest and greatest. The envTouch as far as I know is a solid device. They will just replace it with another one.
Trust me. I've thought about it, and also worked warranty for ATT and we used to call it the 2 strike policy. If you had to replace a phone twice through warranty, you'd get a list of phones to choose from that are comparable to the phone you already had. Obviously they arent going to send me the "latest and greatest".
I actually called them yesterday and asked them if I did another exchange and had more problems, if they woul...
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If they sent me a different phone it would be a remanufactured phone of course... I'm not actually thinking that they will send me a whole brand new phone, like it was an upgrade.
I can see how you might think that would be ridiculous.
I can see how you might think that would be ridiculous.
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So you plan to lie to get a different model? I hope the rep notated your account that you were fishing for a different model.
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Azeron said:
So you plan to lie to get a different model? I hope the rep notated your account that you were fishing for a different model.
No. I'm already on my second phone. I'm assuming that there is a high chance I will have problems with my replacement as well... I would be perfectly fine with the phone I have if it worked properly...
I know the vicious cycle that people go through when exchanging warranty phones for refurbs... I've seen it happen a million times when I worked for ATT for 3 years.
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Normally after THREE defective phones of the same model, they'll let you choose a different but comparable phone as a replacement. They used to call it a multi-FRU, but I'm not sure what the term is now. You won't qualify unless the next one goes bad on you.
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No they won't. Stop spreading misinformation. Multi-fru when applicable allows a NEW phone of the same model rather than a CLNR. In ANY situation where a customer is allowed to go to a different model that is per manager's exception. A manager can do whatever he wants to pacify a customer and many with no backbone do but don't spout off as though there is a policy entitling customers to go to a different model. There isn't.
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Meh, we used to spew the same garbage when I worked at ATT. The 2 or 3 stike POLICY where we send a different make/model was never to be discussed out loud... But like I said, it was POLICY.
Not trying to tell someone who works for the company how they do business...so dont get me wrong. I'd rather have the phone I bought work, but If I have problems over and over, I'd rather change out to a normal flip phone that is a major DOWNGRADE than stick with a fancy touch screen phone that craps out on me every other month.
Thanks for the comments tho, guys!
Not trying to tell someone who works for the company how they do business...so dont get me wrong. I'd rather have the phone I bought work, but If I have problems over and over, I'd rather change out to a normal flip phone that is a major DOWNGRADE than stick with a fancy touch screen phone that craps out on me every other month.
Thanks for the comments tho, guys!
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did you understand what i said about the accessories. That includes batteries and standard outlet chargers. If they swap you to ANY different model phone thats what they'll have to do. Its not the PHONE thats the problem. I hated dealing with customers like this when I worked for VZW.
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When they do a fru for a different device they include the batter, cover, and charger.
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Yes and that is one of the reasons they don't like to do it. I would make them pay for a new battery and charger. It shouldn't be included.
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liquifiedgr00ve said:
Yes and that is one of the reasons they don't like to do it. I would make them pay for a new battery and charger. It shouldn't be included.
You're the problem with customer service...
I'm having an actuall problem, not trying to screw the system by getting a free upgrade... I'm really glad you are using the past tense when talking about working for VZW, because you do not belong in the customer service industry. Sounds like you hated your job and liked taking it out on the customers!
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whoa whoa lets keep this civil and constructive. I actually loved my job for the year and a half I worked there. What I didn't love was the sense of entitlement some customers had. Customers who thought that just because they didn't like the phone they had, I was obligated to make them happy by giving them what they wanted. The fact that you actually think you're making a reasonable request only affirms my opinion on the matter. Lets keep this to facts and opinions and leave the personal attacks out of it. Thank you
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I think we are probably on the same page... I know the people you are talking about and I hated them too.
I feel I'm entitled to what I payed for, a working phone, and I don't mind the ENV touch when it works. I'm always nothing but nice to the people I talk to on the phone and never act entitled to anything... If I dont get a different phone, I'm not going to wine about it to someone thats just doing their job.
I know I'm not getting a different phone now, but if the replacement I get has more problems, I don't think its entirely unreasonable to request a different phone... I hope I don't have more problems, but the way things have been going...
I feel I'm entitled to what I payed for, a working phone, and I don't mind the ENV touch when it works. I'm always nothing but nice to the people I talk to on the phone and never act entitled to anything... If I dont get a different phone, I'm not going to wine about it to someone thats just doing their job.
I know I'm not getting a different phone now, but if the replacement I get has more problems, I don't think its entirely unreasonable to request a different phone... I hope I don't have more problems, but the way things have been going...
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well good luck! I hope you get something that works. I would try to ask for a NEW phone out of the box first. FRUs are much less dependable.
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I confess. I have purchased phones that I (a) didn't really flip over or (b) something better came out. I know this may be hard to believe, but I just went to the store and BOUGHT what I wanted. Full price. Stuck the old one in a drawer and either had a replacement or (usually) gave it to the needy teenagers in my extended family. They're always losing/breaking phones. You do have an option. You just don't want to hear it.
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Yeah, I have the option of using my original ENV... I'm actually probably going to do that, because I really dont care. Like I said, I JUST WANT A PHONE THAT WORKS. and my old phone works fine. I figured that Verizon might give me some options... ATT did, and like I said, Ive always thought Verizon was the better company and would at least do the same...
I don't know why everyone thinks I'm complaining... I like verizon and I'm not trying to rip them off. Guess everyones used to hearing people complain...?
I don't know why everyone thinks I'm complaining... I like verizon and I'm not trying to rip them off. Guess everyones used to hearing people complain...?
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No, it's just that there are so many people who abuse the system that when someone genuinely has a problem phone they may not be taken seriously enough. I liked the original env very much, but I am really surprised at your problems with the Touch; my daughter and several of her friends have that phone without any issues at all. I'm not even sure what they would deem comparable - maybe the Samsung Rogue.
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Oh yes! There was a thread here entitled "Consumer" where the poster was trying to figure out how to go from a Tour to a Droid. That's the last one which sticks out in my mind but there are many. Work in Tech Support whenever a new advanced device is released and watch the liars call in with bull**** about their phone has never worked (but they NEVER called in until this new phone dropped) and why can't I just get a new phone for free with no contract extension, blah, blah, blah. Yeah...one would get a bit jaded. When the Essex or Tour2 is released there is going to be a flood gate of callers trying to get swapped to it from the Tour for nothing and with no contract extension. Just watch... And then there are the ones who call in afte...
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Why is everyone assuming this guy is lying. Remember what the first three letters in assume are. When I worked for VZW indirect we would make the FRU replacement call for the customer and also transfer contacts and get the phone activated for the customer when they received the FRU replacement. If the customer had to get the phone replaced 3 times in a year they would offer to give a different model to the customer and IF it was a different model they would also replace the battery and battery cover. And also, a FRU replacement is a refurb and I would see many times that the refurb was not as sound as a brand new phone. I would see with my own eyes that the replacement had problems in its self. For that reason, I would recomend to many custo...
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I don't care what you did at AT&T (whom I also worked for just a longer time ago and not in tech) I am TELLING you that there is no entitlement to get a different model phone because there is not. It is NOT policy. Now, if you were to go through so many CLNRs to qualify for a Multi-Fru then you WOULD be offered a NEW phone...of the same model.
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It my not be multi-fru, or even be a policy but they generally will swap for a different model eventually. Three does seems to be the lucky number, and I've also heard three within 90 days. I've had customers swapped to different models several times when they continue to have trouble. This is through the warranty number, not through going to a corp store. Maybe it's different through them.
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Ultimately, it depends on where you live.
I can tell you the answer in my area. I'm on the west coast.
I've written about this system several times. I wish I could have this as a FAQ on this board.
Let me start by saying I don't like this system. I would rather play the exchange game a hundred times. I've done this before, and it wasn't worth it.
SO...
IF you have three distinct ESNs on your mobile number within 90 days, you might be eligible for a multiple certified like new exchange (formerly multi-fru exchange).
There is a predetermined matrix that tells a Verizon employee which phone to replace yours with. The phone will be a new one. You should walk out with a new box and its contents. Sometimes, the matrix indi...
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I can tell you the answer in my area. I'm on the west coast.
I've written about this system several times. I wish I could have this as a FAQ on this board.
Let me start by saying I don't like this system. I would rather play the exchange game a hundred times. I've done this before, and it wasn't worth it.
SO...
IF you have three distinct ESNs on your mobile number within 90 days, you might be eligible for a multiple certified like new exchange (formerly multi-fru exchange).
There is a predetermined matrix that tells a Verizon employee which phone to replace yours with. The phone will be a new one. You should walk out with a new box and its contents. Sometimes, the matrix indi...
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I suggest you read it thoroughly. It is a new phone of the same model. There IS a FRU substitution matrix which is supposed to be used if the phone in question is out of stock which store manager's use when they make a Manager's Exception for people like this guy who complain enough but it is STILL not an entitlement...it is an exception. There is nothing that guarantees that a manager is going to bend.
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agree totally. unless things have change ALOT since I worked there, all EXCEPTIONS are purley up to the mgrs.
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Azeron said:
I suggest you read it thoroughly. It is a new phone of the same model. There IS a FRU substitution matrix which is supposed to be used if the phone in question is out of stock which store manager's use when they make a Manager's Exception for people like this guy who complain enough but it is STILL not an entitlement...it is an exception. There is nothing that guarantees that a manager is going to bend.
Again... I'm really not trying to complain. It may sound like it, and you people are probably used to hearing it, but you're taking some of the stuff I'm typing on here out of context. The last thing I would do is call and complain to someone just doing their job at customer service (I sti...
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