Need help getting VZW to upgrade you? Try Corporate!
 

Ok, we have all heard how some people are getting upgraded while others are getting shot down (I went down in flames). I will give you a bit on my story and why I got so pissed about it but what I am also sharing here are the links to the VZW Executive Leadership Lowell McAdam President & CEO and the Regional VP account information. Now in each of thier profile is a link to contact them. While we cant be totally stupid and think they read every email (if any at all), we can always hope that someone pays attention to it.

President & CEO

Lowell McAdam
President & CEO

Regional Midwest Area

Great Plains
Nancy B. Clark

Illinois/Wisconsin
T.J. Fox

Kansas/Missouri
Lou Sigillo

Michigan/Indiana/Kentucky
Greg Haller

Ohio/Pennsylvania
Roger Tang

Regional South Area

Carolinas/Tennessee
Jerald M. Fountain

Central Texas
Luis Cruz

Florida
Pamela Tope

Georgia/Alabama
Jeff Mango

Houston/Gulf Coast
Kay Henze

Regional Northeast Area

New England
Kenneth Dixon

New York Metro
Patrick Devlin

Philadelphia Tri-State
Christine Baron

Upstate New York
Marquett Smith

Washington/Baltimore/Virginia
Tami Erwin

Regional West Area

Mountain
Melanie Braidich

Northern California/Nevada
Rich Garwood

Pacific Northwest
Kelley Kurtzman

Southern California
John Palmer

Southwest
Tony Heyman



So here is my story. My wife and I purchased 2 phones when we did our contract together. At one point we both upgraded due to issues with the Chocolates that we had. I upgraded to the xv6700 and she did to the Envy. Soon after I received mine the spacebar quit working and they replaced it with a refurbed which over time I noticed I kept missing calls somehow. While it was on my desk at work on day I noticed it lit up and the callerID came on but no vibe. After bumping it a bit I noticed what the issue was and many of you have seen that same issue. You could lightly tap on it and then it would vibe. I dealt with this for many months thinking it was something I could deal with. However, it has gotten worse. So I got another xv6700 and again, a few months after I had it, the same issue with the vibe started to occur on this phone as well. Again, I have dealt with it for a while but am tired of paying $120 a month and having to “deal” with it.

So I called a CSR at 611 and spoke to her and she advised since it was my 3rd phone to go into the local store and they would replace it with a new device and not a refurbed. However, when I went into the store I was told they didn’t have any in stock and could do a xv6800 but couldn’t because it was a company acct. I made the person aware there was a company address on the account for discount purposes but the bill goes to my home and I personally pay the bill. Then the excuse was that I was not the original owner for that ESN and so they would not replace it.

I made him aware this was my third device and 2 of them were for the same issues. I made him aware I had called CSR and this is what I was told to do. He replied that I would have to call CSR back and have them replace it. So I left the store and called CSR, they reviewed the account and said that even though I was one year in on a two year contract I could go ahead and resign another 2 yr contract AND pay the discounted price for a xv6800 if that is what I wanted to do but that they would not replace the device. This got me very upset. I am already in a 2 yr contract and have paid my bill on time every time that I can recall. We paid for phones in the beginning as they were not free phones and now (while still in a contract) they want me to resign another 2 years and pay for phones again. NO! I told him I would not be resigned because at the time when we did sign my wife and I were together and have since separated and divorced. I made him aware I didn’t know where the contract was going to be by the end of another year and much less at an additional 2-3 yrs. And I certainly wasn’t going to pay another 300+/- bucks for another device. I made him aware I have a company phone through my employer to which is ATT&T and may just use it and cancel my VZW in June/July when the second generation iPhone comes out. He seemed neither to care nor phased.

I know that other carriers are coming out with new devices as they want to maintain and expand their customer base. But if I am having these issues now, why do I want to stay. I left Sprint originally for VZW and ported my number over. Now with Sprint giving the calling/data plans they do, I think I should have stayed. I am not asking for a lot and am not a problematic customer, I never call in and do everything online. I know how to work my device better than the reps (which is another reason I don’t bother to call in). But if I do not get some help with this device I promise I will be changing carriers. On the website it is listed VZW has 67,200,000 customers, it will soon be 67,199,999 customers.

Re: Need help getting VZW to upgrade you? Try Corporate!
 

So lets see, I posted this at 8.39am this morning and sent off the email slightly before that. I got a call from a lady at 10.08am from the executive office about the email I had sent off.

Although it was good to have someone call and seem to really care, we still did not get anything resolved. Basically, the device is out of warranty and they cannot send a new phone out w/o me either signing another contract and paying the discounted price or not signing and paying the full price. She was nice and I was being nice about the whole ordeal and told her all my issues and complaints but it made no difference really. She said that was all they could do and if they made an exception for one then they would have to do it for everyone.

I laid into the convo of cancelling due to the fact I kept getting bum devices and with the other carriers coming out with better devices and plan, it was an incentive to move on. I spoke about how I would not do the Data plan because of the outragious cost. I didnt see the benefit of signing another contract or paying for a device when I am not sure I even want to stay with VZW.

There are so many new plans and phones from so many carriers that it is a buyers market and carriers must compete to keep and gain customers. 67,199,999 for VZW.

Re: Need help getting VZW to upgrade you? Try Corporate!
 

Weedahoe,

The policy is 3 bad phones in a 90 day period and you get a brand new device and an out of warranty manufacturer defect replacement is only $50 (assuming no major physical or water damage). I got my brand new 6800 from asurion after losing my 6700 and getting a poor quality refurb and calling asurion to complain about the quality and said it kept freezing (all window mobile do I just exaggerated a little). They did a basic trouble shooting (just sigh and play along as we know more than they do about these devices) and said if the problem recurs after 24 hours call in and notated that they would give me a new device. I called in 24 hours later said it still kept freezing and they told me they had no new 6700's so they gave me a choice of a treo, i760 or a 6800 all new. If you keep getting snubbed on your upgrade try one of these methods it will get you a new phone for $50 bucks. I'm sure if you look hard enough you can find something "wrong" with the refurbs.

Re: Need help getting VZW to upgrade you? Try Corporate!
 

I really dont care to play the game, I lose interest quickly as I have to much to do. I get a 20% corporate discount with my company for VZW and that is likely what has kept me this long. If I go to ATT I only get a 12% but I want the second gen iPhone coming. I know other carriers are coming out with thier own devices too much when I am ready to move I am ready to go. I may still play but IDK really. I just thought I would put some links out there for everyone else because the responded lightning fast to mine. THX tho bro.

Re: Need help getting VZW to upgrade you? Try Corporate!
 

Generally, a quick complaint to the BBB will get a reasonable (what?!) and sympathetic ear at any phone company.