Need help - Backup Assistant
My son received a replacement Dare today - screen broke on the old one. He cannot remember his pin # and can't therefore get backup assistant to load. He went on the website, was told to create a new acct, which he did. But it did not transfer any contacts. Now he has new b.a., but only the 5 contacts he manually added since he got the phone. I called Customer Service, nobody can seem to figure this out. Is it really that hard or just impossible to get a new pin and somehow retrieve his contacts??? (He can't enter them manually bc the screen on old Dare is gone...) Supposedly they have put in a "ticket" but does anyone have any suggestions??
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When creating a pin number you should always write it down, and keep it in a safe place.
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I don't know what he can do if he created a new pin, but on the phone if you can't remember your old pin, there is an option on the screen to have it resend the pin to the phone.. but if he created a new account, I don't know if he can get his old pin anymore.
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I'd say once a new account has been created that probably wiped the old one out totally.
I would suggest taking the phone to a store... direct or indirect. Take both phones and they can transfer the contacts for you with their Cellebrite machine. Should not be a charge since it was a insurance or warranty replacement.
I would suggest taking the phone to a store... direct or indirect. Take both phones and they can transfer the contacts for you with their Cellebrite machine. Should not be a charge since it was a insurance or warranty replacement.
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I had a similar issue while helping my little sister move contacts when she changed from an LG 8300 to a Voyager. We discovered that when she activated the new phone and installed the Backup Assistant on the handset, it asked us to either enter a PIN or create a new account. We did the dumb thing and created a new account- wiping out her old contacts completely!
The guy in Customer Service reactivated the 8300 so we could push the contacts back from the old phone to the site, then re-reactivated the new Voyager so we could do the download and chose the PIN option correctly.
If your son has done the same thing we did: wipe the online directory rather then do a PIN push- you're pretty hosed. Only thing I could think to do would be t...
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The guy in Customer Service reactivated the 8300 so we could push the contacts back from the old phone to the site, then re-reactivated the new Voyager so we could do the download and chose the PIN option correctly.
If your son has done the same thing we did: wipe the online directory rather then do a PIN push- you're pretty hosed. Only thing I could think to do would be t...
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The old phone is completely intact on the outside - no dents, knicks, or cracks on it. It's the screen itself inside somehow that broke. He's been without a phone before, it won't kill him, but I might try the store - my corp store here is actually incredible as far as customer service goes - they go above and beyond fortunately. My kids have been honest about toilet swims and other phone mishaps in the past, so when he says he didn't do anything to it, I am inclined to believe him. I'm not a touchscreen fan and this is why - thanks for the advice!!! Anything is worth a try.
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There have been some very good responses from Platypus, vzwinagent, and CellStudent.
I would add that Backup Assistant did have the option of allowing the system to send you the PIN if you forgot it. That must have been turned off, because the likelihood of our rep not asking if you tried the PIN recovery is small (but possible). Even still, the old PIN and contacts are gone from the Backup Assistant system in any case. I would reinitialize the Backup Assistant after all this and make sure to keep "I authorize Verizon to send me my PIN if I forget it" checked - the default setting, by the way.
If the old phone still turns on, I would take a trip to a store with the personal information transfer unit, as previously stated, known as a...
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I would add that Backup Assistant did have the option of allowing the system to send you the PIN if you forgot it. That must have been turned off, because the likelihood of our rep not asking if you tried the PIN recovery is small (but possible). Even still, the old PIN and contacts are gone from the Backup Assistant system in any case. I would reinitialize the Backup Assistant after all this and make sure to keep "I authorize Verizon to send me my PIN if I forget it" checked - the default setting, by the way.
If the old phone still turns on, I would take a trip to a store with the personal information transfer unit, as previously stated, known as a...
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The old phone does turn on, but it's a black screen with pretty colored streaks through it. It's why I hate touchscreen phones. The entire outside of the phone is fine, no dents, knicks, scratches -everything is internal somehow. I will go to my local corp store. They are always tremendous in terms of customer service. My son did tell me that he chose the option not to allow Verizon to send him the pin (why, God only knows...I think he was trying to be safe...), and the rep on the phone did try to get this option for me. So now we know for the future to allow that. Thanks for your help.
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Sure thing. I always point out to people that in most cases, your contacts probably aren't that private. Think of all the people who lose their phones who never bother to protect their contacts, and how few problems it's caused.
If the phone didn't get wet, and the LCD isn't cracked, then it's probably just a bad phone that would be covered under warranty anyway. The corporate store should have access to a replacement. Even if you're going to put him on another phone, if I had a Dare with a bungled up screen, I'd get it switched out and either sell it or keep it as a backup. If there's minimal damage to the phone, they might charge a $50 fee to switch it out. That's what we'd do in our store.
If the phone didn't get wet, and the LCD isn't cracked, then it's probably just a bad phone that would be covered under warranty anyway. The corporate store should have access to a replacement. Even if you're going to put him on another phone, if I had a Dare with a bungled up screen, I'd get it switched out and either sell it or keep it as a backup. If there's minimal damage to the phone, they might charge a $50 fee to switch it out. That's what we'd do in our store.
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The phone did not get wet, the LCD was not cracked (at least not on the outside), but Verizon sent me to Asurion for a replacement. I paid the $50 deductible to get the new one. I wasn't aware I could have taken it to a store for a new one under the warranty (we just bought it in December). Would that have saved me $50? Oh well. I took it to a store today and they at least transferred all of his contacts from the old phone to the new one.
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The guidelines that were communicated to us about a year ago were, if and LCD is cracked, sometimes (not always) if the phone is wet, or if the phone is out of warranty and the line doesn't have an extended warranty, then we charge a $50 out of warranty exchange fee. If it's still within the year warranty, or the line has extended warranty, and there's minimal wear/damage (even a little water), we exchange it at no cost to the customer.
Warranty doesn't cover excessive water damage, cracked screens, physically broken phones (usually - sometimes a cracked hinge is labeled a known issue and covered), lost or stolen phones, phones eaten by cats, dogs, horses, and hogs, or phones that have been covered in pink glittery nail polish.
Insura...
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Warranty doesn't cover excessive water damage, cracked screens, physically broken phones (usually - sometimes a cracked hinge is labeled a known issue and covered), lost or stolen phones, phones eaten by cats, dogs, horses, and hogs, or phones that have been covered in pink glittery nail polish.
Insura...
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...so before I send the non-working phone back to Asurion, should I take it to a Verizon store and have them tell me if they would have replaced it for free? Does that make sense? Could I then contact Asurion about returning the replacement and getting $50 back?
Or is this just really much ado about nothing? My only concern (other than my kid losing $50 for which he does work hard) is that I guess you only get so many insurance replacements, and although my son is pretty careful, we have had water incidents in the past. I've been able to save non-touch screen phones that have been fully and utterly submerged--but the touch screen phones are a bit touchier which is why I got the insurance...
Or is this just really much ado about nothing? My only concern (other than my kid losing $50 for which he does work hard) is that I guess you only get so many insurance replacements, and although my son is pretty careful, we have had water incidents in the past. I've been able to save non-touch screen phones that have been fully and utterly submerged--but the touch screen phones are a bit touchier which is why I got the insurance...
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