I think that you have to look at the percentage of customers that actually see this thru the way you and I have. I would guess over half just live with the issue. The vast majority of the rest settle for one replacement and then give up. If word got out that a simple complaint got you a free phone upgrade and no contract extension they would lose their @$$. I agree that they should not make you go thru this many phones, but as a company I see their strategy. Is it right, No; logical, yes. In the end, I got them to replace my 6800 for a Touch Pro, but if I had the money to just buy one, I would like to have the time back that I spent having to "wear them down".
This problem aside, I still feel I have been very well taken care of over all by VZW ( not sure about Sprint's CS, I avoid them like the plague ). I have to mention that being out of contract and being able to leave must bear some on this situation. Either way, after 2 replacements, the same issue, and me being polite but extremely assertive, they did the right thing.
Admitting to a fault costs money, especially in our class action lawsuit happy society. The numbers for them just make sense - deny an underlying recurring issue and silence those that complain by fixing the issue. Don't make it so easy that everyone tries it, but try to push people right to the point where they either give up or are about to leave and then bend the rules. Now these people get what they want, feel like they are "special" and the rules were bent for them, and 99% of these phones stay in the field making them money.
And i definitely understand their corporate strategy. But ive wasted them so much money on new phones and overnight shipping that it would have been volumes more cost effective to just give me a Pro and shut up about it especially considering that they'd keep me as a customer in the future as opposed to me going to ATT who has better and cheaper phones. The fuze is like 199 at ATT but its 350 with verizon thats just ridiculous. And verizon has more expensive plans and data packages. They're forcing me to go with ATT if they dont resolve this to my satisfaction. Also, on another note i have never been mean to ANY of the reps. I have been very assertive but never have i been disrespectful and i have done my best to work with them and solve the issue but it KEEPS happening. not to mention the fact that i sent them an email over 24 hours ago expressing my unhappiness and i have yet to even get so much as a response. Ive called their support dozens of times and every time i was told that i would be called back to see if i was satisfied with my phone out of like maybe 6 or 7 times i was only called back ONCE and each time i actually ended up calling in again to tell them i had the issue again or that i had a different issue.
^^^^ So man-up, quit whining and leave already. If AT&T is better and cheaper, only a fool would stick with VZW.
Because im exactly 1 year into my 2 year contract. And... if they screw me on this i will not come back. They have managed to get me to renew once... but if they screw me on this they will not get me back and i guarantee it. Im not whining or quibbling, im simply stating the facts about their phones and customer service and am giving them as many chances as possible to do the right thing. Also, stop being such a troll. GTFO.
I talked to this guy for like 10 minutes instead of liike hours and he saw how many bad phones i got and he agreed to send me a Pro isntead . YEEEEEEEEEEEEEEEEEEEEEEES. This is all i wanted them to do! Im sticking with verzion!
I bought the xv6800 from verizon last spring. Before I had it for a month, the screen started burning. It was cool to watch. It looked like the screen was sizzling. I was watching it burn. I took it back and got a new one. So far, no more problems except it does seem like the screen is a little loose now. I can hear a little click sometimes when I tap the screen and I have the clicks turned off on my phone. I can feel it clicking. I wonder if that had something to do with the burn.
I bought the xv6800 from verizon last spring. Before I had it for a month, the screen started burning. It was cool to watch. It looked like the screen was sizzling. I was watching it burn. I took it back and got a new one. So far, no more problems except it does seem like the screen is a little loose now. I can hear a little click sometimes when I tap the screen and I have the clicks turned off on my phone. I can feel it clicking. I wonder if that had something to do with the burn.
Looks like you've been upgraded to a an HTC Storm with a clickable screen!
Also, i specifically asked and they told me that i will get a replacement phone with everything that i need to get it working correctly. I think im getting a full retail version. I will tell you today when it arrives.
When Verizon sends a new model, they send all required accessories for use. But the expect you to send back all original accessories (that you still have) with your return phone.
I have now switched models twice - from the 730 to 6800 then to the Pro (crazy, huh, it really is doable if you learn their system and get to the right people which tends to be luck of the draw). Both times I have paid nothing and I ended up with new retail phones as they had no refurbs in stock - luck again I guess. This is not always the case, but they do always send the needed accessories. Both of these switches were thru VZW and NOT Assurion. I am not sure how they handle things. I think Verizon must hate it when I call now - even though it is not usually to complain.
I will restate what I said earlier - be assertive but nice and DO NOT say "I want a Pro", just tell them that this model won't cut it and is inherently flawed - as it is. Then tell them you just want ANYTHING that is equal in features. Let them work it out and shoot down the ones they come up with as not comparable (as they will not be unless they are the Pro). Eventually, for me, they just asked what I thought was comparable and I told them either the Omnia or the Pro. I then qualified the statement by saying that the Omnia is low on my list as it has no keyboard. I had to wait 2 weeks while they tried to get a refurb in stock and then lo and behold a shiny new Touch Pro in a retail box showed up at my house. YEAH VERIZON - good service points for you!
I LOVE my Pro - with a custom rom (thanks scrossler) it is everything that a smartphone should be.
Last edited by mknollman : 02-13-2009 at 05:02 PM.
Well, now I'm waiting for my replacement to show the spot. Why, oh why, did it have to work so good.
Well, looks like the burn spot is showing its ugly head on the brand new replacement after about 5 weeks. I'll wait till it gets a bit worse before trying another replacement or attempting to get a touch pro replacement (verizion).
Well, looks like the burn spot is showing its ugly head on the brand new replacement after about 5 weeks. I'll wait till it gets a bit worse before trying another replacement or attempting to get a touch pro replacement (verizion).
Mine hasn't started displaying a burn spot, but danged if it isn't crappy hardware/firmware, now I cannot get consistent touch and drags on the screen, mostly at the top left. It's ~3 weeks old.
Say for instance Solitaire; I'll grab a card at the top left and try to drag it to its place, sometimes it takes immediately, sometimes it takes upwards of 4 attempts to get it to move. Realigned repeatedly.
Its getting close to trying again for a touch pro replacement for my current xv6800 replacement. The white spot is still small right now though. But I noticed today the xv6800 has been removed from the Verizon web site. I'm guessing this might help in getting the pro as a replacement.
Mine hasn't started displaying a burn spot, but danged if it isn't crappy hardware/firmware, now I cannot get consistent touch and drags on the screen, mostly at the top left. It's ~3 weeks old.
Say for instance Solitaire; I'll grab a card at the top left and try to drag it to its place, sometimes it takes immediately, sometimes it takes upwards of 4 attempts to get it to move. Realigned repeatedly.
Frustrating, isn't it? I've found that the up on my directional pad on the front of the phone (not keyboard) no longer works at all. Frequently, the D pad will stop working altogether depending on the mood its in after I reset it. Never been dropped, got it NIB as a replacement for the white burn-in spot about 6 months ago.
Not to mention, the burn-in spot is also becoming noticeable
The rep that told me that i didnt have to have a data plan on this phone since it was a replacement for an older phone... lied. Now i have to pony up 30 dollars a month. Im trying to fight it.
Well, I'm getting my xv6800 replacement replaced because of the white spot. I'm hoping this is the last one I have to get before getting a Touch Pro as a replacement. I'm assuming the one being shipped will have (or develop) the white spot also. If not, maybe I'll finally bite the bullet and move over to an iphone.
Frustrating, isn't it? I've found that the up on my directional pad on the front of the phone (not keyboard) no longer works at all. Frequently, the D pad will stop working altogether depending on the mood its in after I reset it. Never been dropped, got it NIB as a replacement for the white burn-in spot about 6 months ago.
Not to mention, the burn-in spot is also becoming noticeable
My text keys are all wonky. I'll be typing in a txt message or email and i get either no response or multiple letters.
. YEEEEEEEEEEEEEEEEEEEEEEES. This is all i wanted them to do! Im sticking with verzion! 
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