Help- On my 5th LG VX4500
I am now on my 5th LG VX4500 since in just over a year. Technically my 1 year warranty is up, however because I just had to have my phone replaced (again) before the warranty expired it was extended 90 days until the end of Nov. Now I'm having the same problems with my 5th phone and don't know what to do.
My first phone died on the machine when I took it to Verizon to have a software upgrade. My second phone was replaced several months later when it would consistently fail to connect calls. My third, and fourth phones were each replaced a few months apart and were all exhibiting strange symptoms of randomly powering off and on and for having screen issues (blue screen, black screen, etc.) Now my fifth phone is starting to have the same ...
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My first phone died on the machine when I took it to Verizon to have a software upgrade. My second phone was replaced several months later when it would consistently fail to connect calls. My third, and fourth phones were each replaced a few months apart and were all exhibiting strange symptoms of randomly powering off and on and for having screen issues (blue screen, black screen, etc.) Now my fifth phone is starting to have the same ...
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If you want to keep your newe2 just keep having your phone replaced under the warranty. Second option would be to talk to a store rep or customer service rep and see if you could get an early upgrade. I would think that if you have gone thru 5 phones that someone would approve this. You would lose your newe2 in July, however, you would be able to get a new phone at promo price now. Also, you could look on ebay or ask any friends if they have a Verizon Wireless phone that is E911 capable that you could buy/use to carry you until July. I hope this works out for you.
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I agree. An early upgrade should be easy in this case. Who cares about NE2.
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KLFloyd said:...
I am now on my 5th LG VX4500 since in just over a year. Technically my 1 year warranty is up, however because I just had to have my phone replaced (again) before the warranty expired it was extended 90 days until the end of Nov. Now I'm having the same problems with my 5th phone and don't know what to do.
My first phone died on the machine when I took it to Verizon to have a software upgrade. My second phone was replaced several months later when it would consistently fail to connect calls. My third, and fourth phones were each replaced a few months apart and were all exhibiting strange symptoms of randomly powering off and on and for having screen issues (blue screen, black screen, etc.) Now my fifth p
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After you have had your phone replaced three times, you are eligible for a multi fru, meaning a different model. I would inquire about this, especially after all the problems you've had w/ the LG 4500.
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This is true... I am a manager of a direct verizon store and we will put you into a different model phone if you are kind and patient with your rep and listen to all options. Don't loose faith in LG... They are very well made phones... We just had bad luck with some of the 4500 phones. Good luck...
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What last to posts are saying is only partially correct, it has to have been replaced 3 times w/in 60 days to qualify for a multi fru. It does not sound like the replacement is that frequent according to the time line used in the org post. Why is it that so many people want to only read parts of the M & P? Please read the entire document so that customers are not incorrectly informed. There is nothing I hate more than a customer coming into my store that was incorrectly informed by customer service or another retail location. We are pretty much by the book at our location. Do not see a need to stray from written policy. It is there for a reason, so follow it!!!!
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i also work for vzw in the center. yes, it may be a 60 day policy, but in the best interest of the customer and to be the customer's advocate, he should be approved for another phone. Simply put, these are the customer's that are going to see that VZW did not help them, they had a junk phone, so when they are up for renewal, they are going to leave with a bad impression of VZW and go to another SP. if the customer has had 5 replacements, usually a supervisor will notate the acct to let them switch for a comparable model. it sounds like this guy had a bad experience from the beginning with this phone, so why not help him out and let him get another phone?
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I have no problem with helping him out as long it falls w/in the guidelines that are written by the company. Each replacement phone he gets carriers a 90 days warrenty, and it sounds like he has been having the phone replaced under that warrenty at no charge, so it sounds like we are helping him out to me. Once his agreements hits the 22 month mark he can get a different model.
I really have a problem with all of the CS reps who "interpret" the rules as they wish or make decisions on what we "should do" for the customers.
Might we loose a few customers if we stick by the rules as written, yup, but many of those customers will be back once they figure out how poor of service they get with our competitiors. And that my friend will...
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I really have a problem with all of the CS reps who "interpret" the rules as they wish or make decisions on what we "should do" for the customers.
Might we loose a few customers if we stick by the rules as written, yup, but many of those customers will be back once they figure out how poor of service they get with our competitiors. And that my friend will...
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Celling_it said:...
I have no problem with helping him out as long it falls w/in the guidelines that are written by the company. Each replacement phone he gets carriers a 90 days warrenty, and it sounds like he has been having the phone replaced under that warrenty at no charge, so it sounds like we are helping him out to me. Once his agreements hits the 22 month mark he can get a different model.
I really have a problem with all of the CS reps who "interpret" the rules as they wish or make decisions on what we "should do" for the customers.
Might we loose a few customers if we stick by the rules as written, yup, but many of those customers will be back once they figure out how poor of service they get with our c
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the above poster is thinking the way I am. I will add this.
If my phone kept doing the same things on all 5 phones, I would be wanting a different phone also. I do not care if the company is replacing it under warranty each time, why should I the customer have to keep coming into the store, wait 30 to 45 minutes to get to a rep, and spend another 20 to 40 minutes to get a different phone. I know I am not alone here, most people want to get their phone and not see the store again till it is time for a new upgrade phone. Cut the customer a break, he has had 5 crappy phones in the past, do the right thing and let him get a different comparible phone. I know verizon has it written down in the manual on what yor are to do, but, I would ...
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If my phone kept doing the same things on all 5 phones, I would be wanting a different phone also. I do not care if the company is replacing it under warranty each time, why should I the customer have to keep coming into the store, wait 30 to 45 minutes to get to a rep, and spend another 20 to 40 minutes to get a different phone. I know I am not alone here, most people want to get their phone and not see the store again till it is time for a new upgrade phone. Cut the customer a break, he has had 5 crappy phones in the past, do the right thing and let him get a different comparible phone. I know verizon has it written down in the manual on what yor are to do, but, I would ...
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OK lets recap here:
People hate cell phone companies because there phones sometimes break and are replaced at no charge under the warrenty. Lets not forget that the phones are not manufactured by the cell phone companies, just distributed. So if there is any anger/hatred to be had here it should be towards the manufacturer. You said yourself that VZW has the best network, so you are not having problems with VZW. They are acually trying to do you an additional service by replacing the phone for you so it does not have to shipped to the manufacturer for repair.
Lets define your version of really good customer service. I am guessing in your mind it means getting whatever I want whenever I want it. Well I am sorry just cause you do n...
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People hate cell phone companies because there phones sometimes break and are replaced at no charge under the warrenty. Lets not forget that the phones are not manufactured by the cell phone companies, just distributed. So if there is any anger/hatred to be had here it should be towards the manufacturer. You said yourself that VZW has the best network, so you are not having problems with VZW. They are acually trying to do you an additional service by replacing the phone for you so it does not have to shipped to the manufacturer for repair.
Lets define your version of really good customer service. I am guessing in your mind it means getting whatever I want whenever I want it. Well I am sorry just cause you do n...
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I'm not really sure what to say other than I'm sorry you feel that way. It doesn't seem as though you enjoy your job very much.
I'm an independent contractor for a large publishing company and work in one of the most successful and profitable territories in the country. Unlike my competitors, I was taught by my predecessor that our first priority isn't on the bottom line, but on customer service. I always put my customer first and bend over backwards to accommodate them, even when I think they're wrong. I've taken a few hits as a result of this policy but in the long term it's served me very well and I must say made my job much more enjoyable. Customers should not be seen as adversaries.
Thankfully the manager of the store I visited ...
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I'm an independent contractor for a large publishing company and work in one of the most successful and profitable territories in the country. Unlike my competitors, I was taught by my predecessor that our first priority isn't on the bottom line, but on customer service. I always put my customer first and bend over backwards to accommodate them, even when I think they're wrong. I've taken a few hits as a result of this policy but in the long term it's served me very well and I must say made my job much more enjoyable. Customers should not be seen as adversaries.
Thankfully the manager of the store I visited ...
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Thanks for drawing a conclusion that I dislike my job, but your are totally wrong. I love you job, more than any other job I have ever had. I have never looked at a customer as an adversary, I am there to help out as much as possible, and always do. I regularly get customers commenting to my boss how helpful I was. There are always going to be some unhappy customers though, that is true in any business. Some customers will not be happy no matter how many option you give them, it is a pretty childish mentality, but I guess it is just in some peoples nature.
There is a little bit of a difference between most industires and the cellular industries. In most industries the company does not start out the relationship with the customer b...
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There is a little bit of a difference between most industires and the cellular industries. In most industries the company does not start out the relationship with the customer b...
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Ok so at the advice of everyone on this forum I called 611 on my phone and the CSR told me to take it to a tech.at a store. While I was on the phone with customer service my screen went crazy. So I took the phone to the Verizon retail store in town while the screen was still messed up. There was no tech so I spoke with the store manager. He agreed it was a problem but would not do anything other than to offer to swap out for another 4500. I told him because of my history I really didn't want another 4500 and asked what my other options were, making reference to possibly using my NE2 early or at least swapping out for a comparable phone. After pressing the matter (politely) he said there simply was nothing else he could do but suggested I com...
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What area do you live in? I'm also surprised the manager would not do anything. I honestly don't believe a tech is going to have "another program" available other than swapping you out to another 4500. I suggest giving customer service a call.
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I live in Florida. And I called 611 in the first place and they were absolutely no help. In fact the person I spoke with was quite rude and would only refer me to a store.
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Wake up, you are being given the run around.
That store manager does have the power to let you swap to another phone, he is just looking after the bottom dollar. If you got that phone there when you signed up, I know I would not step foot in there again.
call 611, explain the situation, tell them you have been to the store several times, tell them you went there again the last time they told you to do it, explain to them that all the store is willing to do is give you another 4500, tell them you dont want another 4500, after 5 of them, now going on 6, you feel you have given that phone every chance it deserves, and it is time to give up on it and move onto a new different phone. IF one rep does not help you, call in again, you will e...
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That store manager does have the power to let you swap to another phone, he is just looking after the bottom dollar. If you got that phone there when you signed up, I know I would not step foot in there again.
call 611, explain the situation, tell them you have been to the store several times, tell them you went there again the last time they told you to do it, explain to them that all the store is willing to do is give you another 4500, tell them you dont want another 4500, after 5 of them, now going on 6, you feel you have given that phone every chance it deserves, and it is time to give up on it and move onto a new different phone. IF one rep does not help you, call in again, you will e...
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Maybe this will help. I'm not sure exactly what store options you have in your area, but your best bet is to go into a corporate location. I work for an Indirect Verizon Wireless Agent, and unfortunately, we are unable to swap out phone equipment (Unless it is within the first 30 days of purchase, and less than 500 mins of talktime on the phone's timer. Then Verizon Corporate allows us to swap it out, and send them the bad one for credit) The Indirect agents are the little guys out here with Verizon Wireless. If we swap out a handset outside of our guidelines, we are just flat out that money we paid for the handset. It's not us not wanting to help, it's us protecting our company's investments. Otherwise the Indirect Agents only option...
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Thanks for the advice, yes I am dealing with an actual Verizon Retail store.
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A follow-up...
After speaking again with the store manager and the tech we settled on a compromise. I agreed to take another 4500 and the manager agreed to allow me to swap my phone out under warranty, should it become necessary, up until I'm NE2 eligible in July. My biggest concern is that my phone would work fine for 90 days and then sometime between now and July it would die while out of warranty and I would be totally out of luck.
The manager was willing to swap me into a 4400, but that was actually a step down and lacked many of the features that I frequently use such as voice dialing.
This was probably the best of both worlds, now I don't have to buy new accessories, I stay under warranty and I can use my NE2 in July when cha...
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After speaking again with the store manager and the tech we settled on a compromise. I agreed to take another 4500 and the manager agreed to allow me to swap my phone out under warranty, should it become necessary, up until I'm NE2 eligible in July. My biggest concern is that my phone would work fine for 90 days and then sometime between now and July it would die while out of warranty and I would be totally out of luck.
The manager was willing to swap me into a 4400, but that was actually a step down and lacked many of the features that I frequently use such as voice dialing.
This was probably the best of both worlds, now I don't have to buy new accessories, I stay under warranty and I can use my NE2 in July when cha...
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I'm glad you got things resolved and hope things remain OK with your situation. I'm new to this site having joined only a couple weeks ago to research new phones as my NE2 is available this month.
After reading the posts on this thread (and other threads) from various VZW CS Reps, I'm ready to jump to Cingular. I'm sure most CS reps are reasonable people, but ther are enough that show such an obvious disdain for the public that it is amazing that they are in the position that they are. If possible, it would be in Verizon's best interest to keep these idiots off public web sites (though that is probably not possible.
One final point, if Verizon does not want customers to hold them responsible for the quality of the equipment they sell, ...
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After reading the posts on this thread (and other threads) from various VZW CS Reps, I'm ready to jump to Cingular. I'm sure most CS reps are reasonable people, but ther are enough that show such an obvious disdain for the public that it is amazing that they are in the position that they are. If possible, it would be in Verizon's best interest to keep these idiots off public web sites (though that is probably not possible.
One final point, if Verizon does not want customers to hold them responsible for the quality of the equipment they sell, ...
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I agree customer service can be a problem, Though I had a good experience today and that gives me some hope.
Ultimately I make my decision based on the quality of the network and in my area Verizon has the best network. I use my phone for business, sometimes in rural areas, and I just flat out need it to work.
Cingular has some cooler phones and better rate plans with the rollover, and I've considered making the switch many times. Unfortunately their network in my area isn't as good as Verizon. I have no idea what their customer service is like. I'm sure every company has their problems. Seems to be the nature of the beast these days.
Ultimately I make my decision based on the quality of the network and in my area Verizon has the best network. I use my phone for business, sometimes in rural areas, and I just flat out need it to work.
Cingular has some cooler phones and better rate plans with the rollover, and I've considered making the switch many times. Unfortunately their network in my area isn't as good as Verizon. I have no idea what their customer service is like. I'm sure every company has their problems. Seems to be the nature of the beast these days.
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Verizon does have best network and I will probably stick with them for now. I just got a little po'd by some of the CS responses to your problem (especially cellingit) and had to rant.
I can be loyal to a product/brand/company that treats me well. However, VZW acts pretty much the same as every other utility. I will probably jump ship once Cingular network is built out to the extent Verizon's is. Cingular CS may or may not be better, but they deserve a chance. Verizon needs to lose some arrogance as their network advantage won't last forever.
I can be loyal to a product/brand/company that treats me well. However, VZW acts pretty much the same as every other utility. I will probably jump ship once Cingular network is built out to the extent Verizon's is. Cingular CS may or may not be better, but they deserve a chance. Verizon needs to lose some arrogance as their network advantage won't last forever.
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