Verizon Curve customer service issues...
I have had the BB Curve for a few months now, and up until Friday, everything was great. My phone worked during the day, but when I got home, my earpiece did not work. It will go online, send and receive text messages, but on a call, the other line can hear me but I can't hear them. I tried calling cell and land lines. I did a *228 programming and reset the phone, but the problem remains. I took it to the vzw store where I purchased it. They told me I have a bad receiver and the phone would have to be replaced. The problem is that they said they didn't have a phone to give me. I do a lot of traveling for my job, so having a working phone is important. I also use it for work purposes. They said they can get me a replacement phone by Wednesday...
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to the letter that is the "policy", however we will usually make exceptions for these circumstances. If the manager on duty is not willing to make this exception there are a few things you can do. The easiest is going onto our website and changing your ESN yourself. Sometimes this doesn't work when going from a blackberry to a standard phone, if this is the case call customer service and they will do it for you. There are also exceptions for people in an emergency need for a phone where shipping you the replacement isn't acceptable. This is usually reserved for emergency workers or pregnant women (seriously), however its up to the manager to make this exception if they have the phone in stock.
This leads to the final answer, you get ...
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This may be a stupid question, but did you try a battery pull? This has happened once or twice on my Pearl and a battery pull has fixed it...
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markgnyc2 said:
This may be a stupid question, but did you try a battery pull? This has happened once or twice on my Pearl and a battery pull has fixed it...
Same thing with me. I have a curve this happened 1 day after purchase I did a battery pull and I have not had a problem since...
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This actually started happening on my curve about three days ago. I did pull the battery and it fixed the issue the first time. The other time it did it, I just turned it off an turned it back on again and it was fixed. I have a feeling that if I was to turn my phone off once a day like you are supposed to that I would not be experiencing the problem anymore.
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That is a real bummer. I'm shocked that the rep wanted to charge you just to get a phone working. I do understand that they do not trade out of the phone with store inventory, and the replacement process works with shipping one to you like most companies do. Customer Care which is *611 should be able to help you out, and can also authorize the store to give you a phone.
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Customer care has no control over the stores, they can ask, but they can't "authorize" or direct a store to do something.
The store is ultimately under control of the retail store manager him/herself.
The store is ultimately under control of the retail store manager him/herself.
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I had a similar problem (no audio) with an old LG I had. it was real intermittent and I couldn't figure out what caused it. Then one day I realized my problems was that I was using a cabled headset with the phone.
Some sort of damage had occurred inside the headset jack on my phone, so the handset thought I was using a headset even when I wasn't! The phone, of course, doesn't send any audio through the traditional speaker/microphone when a headset is plugged in, so I thought my speakers had blown out!
Simply plugging in the headset once was enough to clear the problems 100% of the time.
I've since learned that the same symptom will occur if you are using a Bluetooth headset. If you are using a Bluetooth and get this symptom, try ...
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Some sort of damage had occurred inside the headset jack on my phone, so the handset thought I was using a headset even when I wasn't! The phone, of course, doesn't send any audio through the traditional speaker/microphone when a headset is plugged in, so I thought my speakers had blown out!
Simply plugging in the headset once was enough to clear the problems 100% of the time.
I've since learned that the same symptom will occur if you are using a Bluetooth headset. If you are using a Bluetooth and get this symptom, try ...
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If I was able to make a call, I would have called customer service. I guess I was foolish to think that the store where I have bought 5 or 6 phones would be willing to help me. I did pop out the battery, and I am having mixed results. I was able to make a call and hear the other end, but the other calls had the same problem. I don't understand why they can't just swap me out with a new phone if they have it there. Verizon has not treated me well.
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It's not the stores fault, advanced devices just really aren't supported in the retail stores. Most trouble shooting is handled through tech support via customer care.
Retail reps aren't expertly trained, give them some slack. They do what they can while not being certified repairmen.
Retail reps aren't expertly trained, give them some slack. They do what they can while not being certified repairmen.
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Actually, that is the point. They don't have the phone there. If a certified like new phone was on site for you, they would have switched it. The warranty process does not replace with the phones that are sold as the new phones. If that was the case, every warranty replacement would result in a loss of 200.00 to 400.00 loss for Verizon. Then your phone would be worth nothing because they would go out of business on replacements. As it is, the warranty process costs hundreds of millions for the company, all so that you have a working phone any time. As far as the swap... yes, that was a bit silly. It is likely that a call to customer service to swap the phones for free will prove fruitful. Be nice and not "demanding". Explain that it really s...
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They won't give you a phone in the store because they don't have any warranty replacement units. They will not replace the phone with a brand new one, it doesn't work like that.
The warranty is a manufacturer warranty, not a Verizon warranty. Verizon really doesn't have to honor this warranty at all, they could send us all off to the manufacturer and make us deal with them. They are nice and have the FRU program in place to make it easy on us. Unfortunately you have to follow that process and get a refurbished phone. They aren't always refurbished. It could also be a returned phone or even one that was a refused shipment or something of that nature. That's just how the program works.
The warranty is a manufacturer warranty, not a Verizon warranty. Verizon really doesn't have to honor this warranty at all, they could send us all off to the manufacturer and make us deal with them. They are nice and have the FRU program in place to make it easy on us. Unfortunately you have to follow that process and get a refurbished phone. They aren't always refurbished. It could also be a returned phone or even one that was a refused shipment or something of that nature. That's just how the program works.
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You're not bringing in a new device. Within 30 days they swap it out with new. Refurbs have a warranty with them. It would be like getting a carton of Ben and Jerry's, eating 3/4 of it, then taking it back, saying it didn't taste right, and expecting a whole new fresh container for free.
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When I said I would get a new phone, I meant that I would buy a new phone like the storm. I am well aware of vzw's policies now.
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I am simply amazed. This is very un-Verizonlike. They even paid one time for my shipping and handling fees on a phone I was returning to an ebay seller because it didn't work. They had nothing to do with my purchase, they just couldn't figure out why the phone didn't work. I've never had an experience like this with them in 14 years. Try another store or call CS because it sounds like one of you was just having a bad day.
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I was very nice to the guy at the store. No yelling or intimidating him. Maybe I overvalue my business with vzw, but as a long time customer that brought quite a few customers over, I don't think I should have to jump through hoops to keep a working phone, especially when the problem is no fault of my own. I have never been late on a bill, and I should have to waste my gas money to try another store? I'm not looking to get my belly rubbed at the store, but a modicum or service and professionalism would have been appreciated.
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I have had two curves and they both do it. Basically what you need to do to fix it is pull the battery and put it back in and its fixed. Now what causes the problem is when someone sends you a picture that has audio. Seems once you open the text that hgas audio you will need to imediately remove teh battery. This is something you can live with if you dont have a stalker like me who likes to send random pictures and always have sound attached to it.
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I can completely understand that a store rep might not be the most help when it comes to trouble-shooting an advanced device. They are sales people, not technicians. But the $20.00 fee for swapping ESN’s both times sounds a little far fetched. I work in tech support now and have worked in a corp. retail location and have never and would never charge anyone to swap his or her ESN’s due to a device not working.
Please call into tech support; we’ll get you taken care of. If we are not able to fix the issue, we’ll swap your ESN and ship a replacement to you at no cost. You will receive a refurb, certified like new, but it will carry the same warranty as your new device. If you want, you can PM me and I can give you...
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Please call into tech support; we’ll get you taken care of. If we are not able to fix the issue, we’ll swap your ESN and ship a replacement to you at no cost. You will receive a refurb, certified like new, but it will carry the same warranty as your new device. If you want, you can PM me and I can give you...
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If you just dealt with the process you would have your phone in a day (wed.)If you would of called Friday you would have gotten it tomorrow. Instead you have been wasting time on PS when you should of just dealt with it and had them ship you a new one. And yes they are screwing you on your ESN change. And don't get pissy that us sales people can't fix you're phone, we are not supposed to even try to fix your phone(besides updates). Your lucky that there are tecs. most company's have stopped having them on site, and from what I have heard VZ is stopping that too.
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Bold words uscingulair. My phone was looked at by a tech and not a sales person. My phone wasn't working to make a call out, and I've been dealing with pneumonia with a nasty fever which has kept me in the house for the last few days. It's the smug attitude you display that pisses me off. Things like "You're lucky (check your grammar)", are where my problem lies. I should feel special as a paying customer that almighty verizon would look at my peasant phone for me when it isn't working? Where does your responsibility lie as an employee? It is more about passing the buck and the tough crap attitude than actually fixing the problem. If AT&T's signal ever becomes comparable where I live, I will make the switch in a heartbeat.
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Trust me it's worse over there, I was there for three years! 🤣 Sorry you had a case of the sniffles 😢 . Sorry about my grammar it is pretty bad but hey this is not a English test is it. I looked at a guys phone for him and even offered to charge it for him while he shopped the mall. When he came back he said we broke his phone caused all sorts of hell called my manager, called Verizon, demanded a new phone because we "broke" it. His phone was broken before he came in and VZ sent him a brand new phone because he bitched so much. And hell I am commission only I don't have time to look at your phone I am too busy trying to put food on my table.
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Don't try to trivialize my being sick. No offense to most of the people on this site, but a cell phone salesman like yourself can't carry my jock with the work that I do. Like I said before, it wasn't a salesperson that looked at my phone. It was one of the techs. I'm not the kind of person to bring a phone in and whine and try to place undo blame on a store employee. I have better things to do with my time. It's your choice to work a commission only job, but I don't think the SERVICE TECH that looked at my phone is in the same boat since HE ISN'T IN SALES! Your reading comprehension is as poor as your grammar. Am I out of line to bring in a defective phone to a store where I have purchased many phones over the years to have a service tech e...
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One great day, all wireless carriers will stop selling phones completely and go 100% no contract, service-only.
Do you call your DSL provider when you computer monitor breaks? Ever complained to your power company when the microwave blows up? I didn't think so. What is the company that just OWNS THE SPECTRUM supposed to know about fixing a microphone in a handset or repairing a cracked display?
The best thing that could possible happen for the cellular industry is for carriers to get OUT of the hardware business completely. The only reason they're in the hardware business now is because they HAD to sell phones in the first 15 years of cellular because there were no alternatives, unlike personal computers which found widespread use ...
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Do you call your DSL provider when you computer monitor breaks? Ever complained to your power company when the microwave blows up? I didn't think so. What is the company that just OWNS THE SPECTRUM supposed to know about fixing a microphone in a handset or repairing a cracked display?
The best thing that could possible happen for the cellular industry is for carriers to get OUT of the hardware business completely. The only reason they're in the hardware business now is because they HAD to sell phones in the first 15 years of cellular because there were no alternatives, unlike personal computers which found widespread use ...
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...that this issue has been resolved? If not, sir just call tech support. From another phone 800-922-0204. The techs in the stores with few exceptions are not really trained on Advanced Devices. This issue should hav been resolved days ago.
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I hope it has been resolved and actually all of the techs go to data and advanced deviced training once they complete there 90 days. I'm the only on left to go at my store. He shouldn't have tried to charge you $20 much less both times. for switching your esn. you are not jumping around on phones becuase you want to. Most of the newer pdas take awhile for the stores to get any of the replacement stock in and they have no control over what is sent to them. I hope your issue was resolved and the your feel bettter
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I use the otterbox case, so pulling the battery wasn't the first thing I tried. I have pulled the battery several times now, and the phone is working for the most part. I have had about 5 calls where the problem still existed. I would like to try the new update when it becomes verizon approved. I thought about using the information on here to download it early, but with my track record of luck at my local vzw location, I think it is best to just wait. If that doesn't do the trick, I guess I will try a refurb or just buy a new phone. Thank you to those on here that offered help.
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If you had the same generally condescending attitude that you have in your posts here, I'm not surprised that you had a less than stellar experience. No matter what any company does, says, or the manner with which they train their employees does not trump that you are dealing with an individual. If you speak down to them, they will likely return the gesture with what power they have.
Obviously I am speculating as to what happened in the store, but I spent about 10 years working the retail side of the business, and have seen it happen many times. Be nice, and things like the $20 fee are waived, or free overnight shipping is offered for a replacement. My unsolicited advice, quit being a pain in the ass, and maybe people will be more willing ...
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Obviously I am speculating as to what happened in the store, but I spent about 10 years working the retail side of the business, and have seen it happen many times. Be nice, and things like the $20 fee are waived, or free overnight shipping is offered for a replacement. My unsolicited advice, quit being a pain in the ass, and maybe people will be more willing ...
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Z, you are overstepping your bounds and making false assumptions. I have worked in a retail environment, as well as in a bar and restaurant when I was younger. I know how to speak to people. I can 100% objectively say that I was not condesending to the employee in any way, which is more than I can say about how I was treated. I will defend myself in a forum post when someone acts like an ass to me. Please check your facts before you go out on a limb like that.
As far as if I would call the power company if my microwave blew up, I would call them if they are the ones that sold me the unit. You aren't comparing apples to apples. If I am using a phone verizon sold me on verizon's service, I shouldn't expect verizon to help me? That is far f...
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As far as if I would call the power company if my microwave blew up, I would call them if they are the ones that sold me the unit. You aren't comparing apples to apples. If I am using a phone verizon sold me on verizon's service, I shouldn't expect verizon to help me? That is far f...
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While there is fact checking going on, it might help if you responded to the correct post. I responded to what I perceived to be a high chance that you were condescending. Statements like the "phone salesman couldn't cant carry my jock as an example."
You made a point of stating that you have brought business to Verizon, and that you should receive good service due to this. My point is, your not dealing with "Mr. Verizon", its an individual, whose motivations are not always perfectly aligned with their companies. As someone who has worked with the general public, perhaps you may recognize this. If you were perfectly pleasant as you have claimed, there must be some other reason that you did not receive the service you feel that you deserve.
You made a point of stating that you have brought business to Verizon, and that you should receive good service due to this. My point is, your not dealing with "Mr. Verizon", its an individual, whose motivations are not always perfectly aligned with their companies. As someone who has worked with the general public, perhaps you may recognize this. If you were perfectly pleasant as you have claimed, there must be some other reason that you did not receive the service you feel that you deserve.
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I was completely nice and professional to the tech. If you start with my first post in the series, I only got nasty after I received a nasty comment. The whole reason I was surprised in the first place is because I was nice and still received bad service. I understand I am dealing with an individual and not mr. verizon. My initial question was about the policy of charging me 2 activation fees. I usually deal with people via pm on here, and I have no doubts that anyone I have ever dealt with on here would resonate my professionalism and courtesy.
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RIM released software version 4.5 for the Curve, which will probably fix the random dead audio issue (it has happened to me a few times, as well one of my co-workers). Yes, a battery pull has fixed it every time. However, I'm looking forward to the new OS upgrade mainly because of the HTML EMAIL capability. I talked to one of my area's QA reps, and he informed me that VZW should be approving the software in the next 2-4 weeks, so hang tight.
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Very cool. I will be anxiously waiting. Is this something I can do over the air, or does it need to be taken in to a store? And not to be a wisguy, but is this something my great local store might try to charge me for?
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No you do it yourself, pda/smartphone updates are done by the user. RIM released it, but download availability is pending each carrier's approval. Like I said, soon.
Here's the link to check it out:
http://na.blackberry.com/eng/services/devices/#tab_t ... »
Yes, there's a selection to "upgrade now," but it'll know what carrier you're on (by PIN number) and if that carrier has approved the software yet.
I wonder what this is going to mean for my theme...Either way, it's worth it.
Here's the link to check it out:
http://na.blackberry.com/eng/services/devices/#tab_t ... »
Yes, there's a selection to "upgrade now," but it'll know what carrier you're on (by PIN number) and if that carrier has approved the software yet.
I wonder what this is going to mean for my theme...Either way, it's worth it.
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No prob. I love my Curve, I have faith.
I use a mac, so I'm gonna have to hijack somebody's PC to get it done. 🤣
I use a mac, so I'm gonna have to hijack somebody's PC to get it done. 🤣
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All of the regular phones are updated for software in the store and it is free. Becuase the pdas are a little more involved its is still free but it has to be done from your computer. I would reccommend backing all of you information first before you do the upgrade and allow yourself at least and hour and half to complete it (for back up of of your info and to download it) and please don't disconnect the phone till its done it will brick your phone if you do.
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