Policy is causing a customer havoc when all he wants is to renew his line.

Posted Thu June 14, 2012 6:56 pm, by Todd F. written to Verizon Wireless (Cell Phones)

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I will state that everyone I have spoken to and worked with is BEYOND nice, and BEYOND Helpful where they can be. My issue is based off of corporate policy and I've gotten the short end of the stick.

On 6/5 I went and purchased a new phone, I purchased the Droid Razr Maxx and I traded in my original Droid 3. The Maxx I loved. I adored it until I turned off the wifi and that is when I ran into the known issue from VZW Tech Support. I was losing data connectivity constantly almost 1-2 times within 10 minutes. I would have to restart the phone 3-5 times a day starting on Monday.

I contact VZW Support. I am told to enable Data roaming and restart the phone and try it out. The rep told me he's never heard of it. Told how awesome the razr Maxx is. I proceed to keep using the phone (The issue reoccurred in like 5 minutes.

So I contact technical support again this time I'm transferred to someone who looked in the switch, and stated that it is a known issue with the phone. He states that the Galaxy Nexus has the same issue, and that the ICS Update for the maxx will not fix the issue, and that there is another update planned to fix the maxx. Personally I then talk about the Galaxy S3 and he states that yes because it is a built in antenna it shouldn't have these issues.

SO that day I return the phone to the store, much to my dismay (other parts of the phone was awesome). To be told that I can't swap out the phone again if I get a different device, that I have to wait a MONTH before I'd have that option again, and that I can not preorder the S3 and bill it to the account, AND I can't even get my original DROID 3 back, I had to reactivate my Original Droid.

Based on this (Which is to no fault of the representatives). Verizon needs to have better warnings on devices and IF there are known issues that affect the GENERAL usage of the phone (Such as Data) They need to recall/stop upselling a phone. My original Droid had a camera issue for 3 months (Fine), Droid 3 (same thing camera issue). Those types of things I feel can wait because that's a part of the phone. I'm sick of the reps telling me it's not Vzw's fault. In some aspects it is, VZW who evaluates and tests all the phones choose to sell the devices in their state.

I am really considering cancelling my service and moving to another carrier. This to me is a huge inconvenience and has been a consistent disaster especially considering that I've spent over 6+ hours on this issue on getting a new phone.

I just wonder what would have happened had I not turned off wifi and gotten stuck with a phone with this issue for 2 years. (Updates don't always fix problems.

I would like to Have a loaner phone until I can get the dang S3 which is what the tech support recommended. If I have to wait as I hold this Old smartphone and consistently be unable to do the things I want and need to do on the phone. I see no reason on continuing my business with VZW.

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Re: Policy is causing a customer havoc when all he wants is to renew his line. by McJohn Posted Fri June 15, 2012 @ 9:51 AM The galaxy nexus has the same issue? I must have lucked out because I love my Galaxy nexus and it doesnt loose connection that much at all. I have to agree with verizon, I wouldnt want you switching out phones constantly either. This "known" issue that affects Nexus phones is not very "known" as I own one and dont have an issue. So it cant be a hardware issue affecting all users. Reply