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07-09-2009, 08:14 PM
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#1
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BlackBerryForums.com Super Moderator
Join Date: Sep 2007
Location: Florida
Model: 9650
OS: 6.0.0.280
PIN: I heard it drop!
Carrier: VZW BIS
Posts: 6,534
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Bad customer service!!
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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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8830 -> 8330 -> 9550 -> 9650
Just think about how far BlackBerries have come from then till now... And what else is coming.
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07-09-2009, 08:17 PM
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#2
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Stuck In The '70's Mod
Join Date: Feb 2006
Location: The 'burbs east of Seattle.
Model: 9810
Carrier: T-Mobile
Posts: 7,600
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They wanted to run diagnostics on a scratched screen? Didn't they mean "forensics"?
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1st Step in Troubleshooting: Do you have a BlackBerry Data Plan?
2nd Step in Troubleshooting: Pull the Battery.
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07-09-2009, 08:35 PM
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#3
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BlackBerryForums.com Super Moderator
Join Date: Sep 2007
Location: Florida
Model: 9650
OS: 6.0.0.280
PIN: I heard it drop!
Carrier: VZW BIS
Posts: 6,534
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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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Just think about how far BlackBerries have come from then till now... And what else is coming.
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Last edited by SteveO86; 07-09-2009 at 08:51 PM..
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07-09-2009, 09:13 PM
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#4
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CrackBerry Addict
Join Date: Jul 2006
Location: Los Angeles
Model: 9700
OS: 5.0.0.714
Carrier: T-Mobile
Posts: 828
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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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07-09-2009, 11:24 PM
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#5
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BlackBerry Extraordinaire
Join Date: Jan 2007
Location: Philly
Model: 9700
OS: 5.0.593
PIN: ned down...
Carrier: T-Mobile
Posts: 1,365
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Wirelessly posted
Quote:
Originally Posted by ndub33
They wanted to run diagnostics on a scratched screen? Didn't they mean "forensics"?
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Hahhahahahah
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07-10-2009, 10:09 AM
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#6
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CrackBerry Addict
Join Date: May 2006
Location: NewJersey
Model: 9900
OS: 7.1.0.284
PIN: 294E926C
Carrier: T-MOBILE
Posts: 640
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Wirelessly posted
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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MY Collection:--8300,8700,8800,9000,9300,9500,9520,9700,9800,9860, 9900
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07-10-2009, 10:52 AM
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#7
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New Member
Join Date: Jul 2007
Location: In a van down by the river.
Model: NOTE2
OS: 4.1
PIN: <- Where do I find this?
Carrier: Sprint
Posts: 15,104
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Quote:
Originally Posted by BallHawk3
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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Prime example of being under trained.
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The difference between stupidity and genius is that genius has its limits.
When you take things for granted, the things you are granted, get taken.
Even a mosquito doesn't get a pat on the back until it starts to work.
Too many people miss the silver lining because they're expecting gold.
[BES 5.0.3 / GroupWise 2012 HP2]
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07-10-2009, 11:32 AM
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#8
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No longer Registered.
Join Date: Jul 2009
Location: b town
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Carrier: VERIZON
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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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07-10-2009, 08:10 PM
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#9
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CrackBerry Addict
Join Date: Jul 2006
Location: Los Angeles
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OS: 5.0.0.714
Carrier: T-Mobile
Posts: 828
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Quote:
Originally Posted by jsconyers
Prime example of being under trained.
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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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07-10-2009, 10:53 PM
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#10
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BBF Spam Killer Moderator
Join Date: May 2007
Location: on a sunny beach
Model: Paspt
OS: 10.3.0.90
PIN: X1ZPY34K
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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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07-17-2009, 11:35 PM
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#11
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New Member
Join Date: Jul 2009
Model: bold
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Posts: 11
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I've had good luck with customer service reps as well. It's all luck.
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07-20-2009, 12:51 PM
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#12
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Talking BlackBerry Encyclopedia
Join Date: Aug 2007
Location: Tri-State Area, NY
Model: 9630
Carrier: VZW
Posts: 244
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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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07-20-2009, 09:10 PM
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#13
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BlackBerryForums.com Super Moderator
Join Date: Sep 2007
Location: Florida
Model: 9650
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PIN: I heard it drop!
Carrier: VZW BIS
Posts: 6,534
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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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8830 -> 8330 -> 9550 -> 9650
Just think about how far BlackBerries have come from then till now... And what else is coming.
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07-21-2009, 07:35 AM
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#14
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BlackBerry Extraordinaire
Join Date: Jul 2007
Model: Droid
OS: Google!
PIN: PONG???
Carrier: verizon
Posts: 1,555
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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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07-21-2009, 07:37 AM
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#15
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BlackBerry Extraordinaire
Join Date: Jul 2007
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PIN: PONG???
Carrier: verizon
Posts: 1,555
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Quote:
Originally Posted by SteveO86
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!!
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this is one perk i really like with verizon over att, they will swap a phone in store att wont.
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07-22-2009, 08:21 PM
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#16
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BlackBerryForums.com Super Moderator
Join Date: Sep 2007
Location: Florida
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I guess VZW isn't all bad... I've just had really bad luck with replacements.. :(
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8830 -> 8330 -> 9550 -> 9650
Just think about how far BlackBerries have come from then till now... And what else is coming.
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07-23-2009, 07:20 AM
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#17
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Knows Where the Search Button Is
Join Date: Jul 2009
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that sounds bad
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07-24-2009, 07:56 AM
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#18
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BlackBerry Extraordinaire
Join Date: Jul 2007
Model: Droid
OS: Google!
PIN: PONG???
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no vz replacements are junk, it got to be 3rd party bulk retail. its junk.
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07-24-2009, 07:40 PM
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#19
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BlackBerry God
Join Date: Jan 2005
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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...
Kris
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07-24-2009, 08:56 PM
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#20
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BBF Spam Killer Moderator
Join Date: May 2007
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OS: 10.3.0.90
PIN: X1ZPY34K
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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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