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Old 07-09-2009, 08:14 PM   #1 (permalink)
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Sorry but I have to rant about this... Maybe it's because I got back from vacation at 3 am to go into work at 7 am but this really pist me off.

On my first BB my camera stopped working, so I called VZW they sent a refurb unit.. I have no problem with a refurb unit.. but this refurb unit has issues..

1. There is a scratch on the screen, I did not see this till I got the plane to vacation.. since I watched a movie on BB I found the scratch that was right smack in the middle of the screen very annoying.

2. The "S" button is sticking because I have an "s" in my password and password is incorrect half the time and my BB will want to search randomly.. very annoying.

So I am tired.. driving home from work (having only got like 2 hrs of sleep) and call VZW Customer Supp.. They argue with me to go into a store and run diagnostics.. I could have broken the phone myself... Me... I broke my own BB and will get charged full price. I pay over 200 bucks a month and have to deal with a broken refurb unit during my vacation and get accused of broking my own BB WTF.. I would have rather delt with the broken camera.. I had to hang up on the &^%$# and I was very close to cancelling my contract on the spot... very very close.

I went to my local VZW store (I know them, they know me I am in there very often) They are gonna swap out my BB tomorrow night after I backup all my stuff... No hassle no arguing no nothing!!! Why couldn't customer service do that to begin with!!

Sorry... I do feel better now
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Old 07-09-2009, 08:17 PM   #2 (permalink)
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They wanted to run diagnostics on a scratched screen? Didn't they mean "forensics"?
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Old 07-09-2009, 08:35 PM   #3 (permalink)
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I brought up the fact it is a physical issue.. They wanted to run diagnostics for the suppressed key.... Honestly what would that prove..

Still I'm just very dissappointed never had that type of problem with VZW...
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Last edited by SteveO86 : 07-09-2009 at 08:51 PM.
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Old 07-09-2009, 09:13 PM   #4 (permalink)
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eh, I called t-mo once about my trackball not being able to scroll left, they told me to wipe the device and reload the software.
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Old 07-09-2009, 11:24 PM   #5 (permalink)
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Quote:
Originally Posted by ndub33
They wanted to run diagnostics on a scratched screen? Didn't they mean "forensics"?
Hahhahahahah
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Old 07-10-2009, 10:09 AM   #6 (permalink)
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When your on the phone reps can only deal with yoy from what they see on the screen . Going to the store where the sales people know yoy they tend to take care of good customers .
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Old 07-10-2009, 10:52 AM   #7 (permalink)
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eh, I called t-mo once about my trackball not being able to scroll left, they told me to wipe the device and reload the software.
Prime example of being under trained.
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Old 07-10-2009, 11:32 AM   #8 (permalink)
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Speaking from experience with vzw, you HAVE to ask for tech support. cust service will always try to pawn you off on the local store but tech support after finding out that it is a physical issues i.e. buttons, screen, scrollball should be a replacement right away (i have often abused this fact) and no more problems. the *****es workin in cust service just for the future remember that
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Old 07-10-2009, 08:10 PM   #9 (permalink)
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Quote:
Originally Posted by jsconyers View Post
Prime example of being under trained.
if you think that's bad, back before I had a blackberry, I had Motorola's, the most problematic phone I've had was the motorola V300. It got swapped a total of 11 times! Problems ranging from audio stopped working, screen would go out, and a very commong annoying problem of the audio wouldn't engage sometimes when you flip the phone to answer a call (I had to have the flip open all the time to prevent this).

I hated that phone!

Twice I recieved a DOA phone from them. One time, when I called them about it being DOA and to send me on ASAP, the guy told me to charge the phone for 24 hours upon recieving it. I told him phone does not power on, doesn't even respond to a charge. He said it doesn't matter and to leave it plugged in.

I told him that was absolutely retarded.
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Old 07-10-2009, 10:53 PM   #10 (permalink)
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I've had good luck with customer service reps for the most part, but not long after I got my first BB, I called about something and the rep said maybe I had a virus on my device. I knew better and asked for her supervisor. The supervisor said the rep was very new.
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Old 07-17-2009, 11:35 PM   #11 (permalink)
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I've had good luck with customer service reps as well. It's all luck.
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Old 07-20-2009, 12:51 PM   #12 (permalink)
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Yeah, I read about these horror stories about Verizon customer service all the time, but I've had nothing but great dealings with them. if you had a refurb unit sent to you, I would think that if you call them and say, look, the refurb unit has major wear and tear damage already, they SHOULD say, "ok, send it back, we'll send another." I don't understand why they would treat you otherwise? But yeah, apparently its hit or miss with CSRs, I guess I've been really lucky.
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Old 07-20-2009, 09:10 PM   #13 (permalink)
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You would think.. My sister broke her phone over a year ago, they sent a refurb it was defective... They sent me a refurb it didn't work out too well, I'm seeing a pattern :(

I got nothing against refurbs as long as they work.
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Old 07-21-2009, 07:35 AM   #14 (permalink)
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verizon does not do refurbs, but imo there refurbs are junk, i had 1 phone ever warrantied by them, and exchange for a refub, that need to be exchanged again due to physical problems, buttons not work.


over all the cust service i cant really complain about. they try to resolve issues in 1 phone call, at most takes 2.

but as for refubs go, i think they just buy them in bulk at a really cheap price since they are junk.
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Old 07-21-2009, 07:37 AM   #15 (permalink)
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Quote:
Originally Posted by SteveO86 View Post
I went to my local VZW store (I know them, they know me I am in there very often) They are gonna swap out my BB tomorrow night after I backup all my stuff... No hassle no arguing no nothing!!! Why couldn't customer service do that to begin with!!
this is one perk i really like with verizon over att, they will swap a phone in store att wont.
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Old 07-22-2009, 08:21 PM   #16 (permalink)
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I guess VZW isn't all bad... I've just had really bad luck with replacements.. :(
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Old 07-23-2009, 07:20 AM   #17 (permalink)
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that sounds bad
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Old 07-24-2009, 07:56 AM   #18 (permalink)
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no vz replacements are junk, it got to be 3rd party bulk retail. its junk.
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Old 07-24-2009, 07:40 PM   #19 (permalink)
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I have always had way better luck going into local store and speaking face to face... The reps on the phone are probably tired of arguing with the 16-year-old who sent 14.3 billion text messages without a text plan and wonder why his/her bill is 3.2 trillion dollars....

Seriously, face to face with the local store is always the best...

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Old 07-24-2009, 08:56 PM   #20 (permalink)
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I should write a rave thread about my local Verizon store. I've always gotten great service there. The last 2 times I went there I got a sales guy who is a BlackBerry enthusiast himeslf. He is very knowledgable about BlackBerrys and is even making his own themes. He took a lot of time showing me the Tour and features on his Storm on the day the Tour was released. I didn't get it then, but went back last Saturday to get it and he helped me again. Very professional, knowledgable, personable, friendly -- what more could you ask for!
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