allboutvzw said:
I did, I've talk to 1 customer service Rep and 2 Tech Support Reps, and they said "There is nothing they can do".

So you told them you'd leave for another carrier and they still said they'd do nothing?
Well then the choice is simple.

Yup, I told her I would give up my upgrade, and that If I had too I would cancel to go to another carrier and she said "ok, your termination fee is prorated so it's not $175".

I don't wanna cancel, I just want a phone that works. AT&T told me they replace phones after the 3rd one, so I am curious why I am on the 6th one.

Maybe I am crazy or something. I wasn't mean or demanding either, I was nice and I tried to even have humor, even though I was upset.

Maybe I got a bad rep?

Well this may or may not work for you. But it is what happened to me. I ported out from VZW to ATT. A few weeks later I got a post card from VZW with the offer of refunding me the ETF if I came back within 30 days (still within the ATT trial period). So I took the offer to my local VZW store and got the discounted price on a new phone. I think it’s called something like a win back offer.
But I would call them again maybe go into a store and let them know once more what’s happening and what alternatives you see.

You got a bad rep. When you call in (or go to a store) you need to stress that this is your 6th storm in under a year, and you keep exchanging it (why are you swapping it out? is it the same error every time?).

There is a process called Multi-fru. You forfit your upgrade, but they get you into a different phone (it still will be a smartphone though I believe)

To do the multi-fru exchange program, there is certain criteria that must be met. It is possible that you have not met the stipulations.

Also, when doing a multi fru exchange - you are not supposed to get to choose any phone you want. There is a matrix that is used; since no other phone is like the Storm by policy you would get another Storm - only new instead of certified like new.

If you call in again, bring it to the attention of the rep how many replacements you have had and you are still having issues.
Before calling in, make sure there is no past due on your account - as no one will do any thing with this.

If you speak to a care rep and a tech rep and they still say no, chances are it is because you do no meet the cri...
(continues)

Hey, thanks for the info, the Rep that I talked to; maybe I hit her conscience with stuff I said. She called me back like 3 hours after I talked to her and said she felt really bad about the way our conversation went. She talked to her supervisor, and they ok'd me moving out of my Storm into another PDA.

Passing incorrect information here. Multifru is having a phone replaced thrice in a 90 day period with no eligible upgrade options. It only allows for replacement with a NEW handset of the same type UNLESS a retail store manager makes an exception. Customer service can't do it...tech can't do it... Having this guy consistently call in is only costing VZW money needlessly. If he can't get a retail store manager to budge with a manager's exception (assuming he has had three replacements in the last 90 days which sounds unlikely) then porting out may be his best option. Adding to this that there are no comparable handsets to the Storm.

We've only gotten CS to approve the multi-fru exchanges (never any luck when they went to a store). granted, we haven't had a qualifying customer in a few months (we can't see notes, but we can track ESN changes) so maybe the policies changed.

But generally, when you are talking multiple replacements within the span of a few months, if you bring that fact up, you can get further than just calling about the problem./

If Tech(supervisor) makes an exchange to another handset that isn't a Multifru. That is a manager's exception. As far as actual Multifru. It is new phone of same model. If they are not eligible for an upgrade.

There are certain care representatives who are authorized to do a multi fru exchange and I have just checked with a data rep who states they all should have the ability to do a multi fru as well.

Under the policy we are given a matrix to choose from. They are able to go to another phone - but it should only be what is advised. You would be correct with the Storm - he can not go to another phone.

I did state there was certain criteria, I am just hesitant to post the criteria. (not that anyone using this site would ever abuse the information we provide to get what they want - but......)

Sorry if any thing I posted did not read as intended. I certainly was not trying to be misleading in any way.