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Old 09-16-2009, 06:31 PM   #1 (permalink)
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Default VZW wants me to wipe handheld before sending a new one?

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i have the gps and trackball issues, my local store did not have a new unit to swap they said i should call and they can send a new one. after talking with the tech they said i have to wipe the device before they can issue a new one. why? i will not have a chance to back up my current phone for 2 days..should i wipe it?
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Old 09-16-2009, 06:40 PM   #2 (permalink)
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They are not going to send you a replacement before you have to send in the current device??

I wouldn't wipe it if you can't get a backup before doing so.
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Old 09-16-2009, 06:41 PM   #3 (permalink)
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Except for the gps and trackball you have functional phone. That means any data you stored on the phone is easily accesed. Wiping it is really for your privacy, and security. I would wipe ANY device I am going to turn in to my service provider
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Old 09-16-2009, 06:47 PM   #4 (permalink)
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Quote:
Originally Posted by juwaack68 View Post
They are not going to send you a replacement before you have to send in the current device??

I wouldn't wipe it if you can't get a backup before doing so.
they want me to wipe it then they will issue a replacement ticket. after that they can send me a new(refurb) unit. it doesnt make sense to me to wipe it before i get a replacement.after i get the replacement i should wipe it.
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Old 09-16-2009, 06:49 PM   #5 (permalink)
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I would definately wipe it before you send it to them, but not BEFORE you get a replacement device and have a chance to back up your current data

They have no way of knowing you have or haven't wiped it. The Tech telling you to do this has his headset wedged between his cheeks. And I don't mean the cheeks on his face.
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Old 09-16-2009, 06:50 PM   #6 (permalink)
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How are they going to know when you wipe it until they can actually see the device? Doing so before you return it to them does protect you and your data, but doing so before you have the replacement in hand doesn't make sense.
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Old 09-16-2009, 06:55 PM   #7 (permalink)
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Quote:
Originally Posted by juwaack68
I would definately wipe it before you send it to them, but not BEFORE you get a replacement device and have a chance to back up your current data

They have no way of knowing you have or haven't wiped it. The Tech telling you to do this has his headset wedged between his cheeks. And I don't mean the cheeks on his face.
Yeah def don't wipe it till you have moved everything to the new device.
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Old 09-16-2009, 07:04 PM   #8 (permalink)
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thanks guys, thats what i thought...just making sure.
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Old 09-16-2009, 07:10 PM   #9 (permalink)
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VZW will send the new unit right to your house, back up you old one transfer everything over to your new one. When everything is working ok wipe the old one and ship it back to them.
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Old 09-17-2009, 07:17 AM   #10 (permalink)
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They're wanting you to wipe it as a troubleshooting step before they'll authorize a replacement, not for your privacy.
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Old 09-17-2009, 08:05 AM   #11 (permalink)
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Quote:
Originally Posted by SpectreBlofeld View Post
They're wanting you to wipe it as a troubleshooting step before they'll authorize a replacement, not for your privacy.
thats what the tech said, how does a software wipe help a hardware problem?
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Old 09-17-2009, 05:54 PM   #12 (permalink)
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You're giving the tech support guys too much credit... it's just part of the standard PDA troubleshooting guide. Wipe or 'hard reset' the device first, if problem persists, warranty replacement. It rules out all software glitches at the same time without having to take the time to deduce what the actual problem is.
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Old 09-17-2009, 08:25 PM   #13 (permalink)
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As someone that's called Verizon HUNDREDS OF TIMES, I've gone around with Verizon phone techs on this issue for YEARS. If it's a PHYSICAL problem, why am I wiping the handheld? That KNOCKS my user off the BES, I have to get them set back up temporarily, then I have to do it AGAIN when I get the replacement device!

Or WORSE, they walk a user through this almost-always USELESS STEP and the user grenades his address book forever because he never SYNCED IT to his PC.

Or yesterday they wanted one of my VPs to WIPE a BlackBerry because it was rebooting while overseas. They didn't start with the simple stuff like setting a network manually -- which fixed the issue!!

I write Help Desk scripts. The tech just needs to check off on this step. Learn the Verizon scripts, take control of the call and you will get what you want.
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Old 09-17-2009, 11:04 PM   #14 (permalink)
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go to a diffrent store, i do alot of business with local store, pay bills, swap phone and buy new ones, what ever is closer to me when i remember what i need to do i go to.
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Old 09-18-2009, 03:10 PM   #15 (permalink)
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Quote:
Originally Posted by SpectreBlofeld View Post
You're giving the tech support guys too much credit... it's just part of the standard PDA troubleshooting guide. Wipe or 'hard reset' the device first, if problem persists, warranty replacement. It rules out all software glitches at the same time without having to take the time to deduce what the actual problem is.
Yup. They're just reading from the standard Tech Support Playbook. Half of them probably don't even understand what they're reading. And this is not limited to VZW tech support. No carrier has very many knowledgeable BlackBerry support folks.
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