VZW 30 day "worry free" guarantee on TP2? Not really.... - Page 3

bast525 · #21 (**permalink**) 10-11-2009, 02:26 AM

Quote:

Originally Posted by computerpro3

I had the exact opposite experience. I had the oil slick happen and called in four days ago. I bought my phone on the release day.

The verizon rep said "Yes sir that definitely sounds like a manufacturing defect, we'll replace the phone at our cost."

When she tried to initiate a replacement, she found out that they were out of stock of new phones and only had refurbs. She told me that since it was within my 30 days, she was going to make sure that I got a new phone and not a refurb. She told me that if she couldn't find a new phone before my 30 days was up that she would extend the 30 days.

Later on that night, I got a call back from her telling me that she had searched the warehouses all over the country and found a new one in stock for me. I didn't believe her until I got the tracking number yesterday morning. It will be here on monday!

I'm not even a business customer or anything. Great service.

LOL you must have got the last one in the whole country!! I had two reps tell me they also searched all their warehouses yesterday and couldnt find a single one! I'm surprised they told you they had refurbs... they told me they had none yet.

bast525 · #22 (**permalink**) 10-12-2009, 09:16 PM

called again today. Still none in stock. Confirmed they dont even have refurbs available. My 30 days are up in two more days. They have not agreed to extend my 30 days at all or that they would send me a new replacement after the 30 days are up even when they do have them in stock. They keep offering me the Imagio, of which there are apparently plenty.

The 5 MP camera is tempting, apparently picture quality is far better than the TP2, but I dunno... I love this keyboard.

obxKevin · #23 (**permalink**) 10-13-2009, 12:08 AM

Most CS reps seem to vary on their knowledge of the entire TP2 situation. I called on Saturday because of an intermittent data connection and three hard resets. Was told I could purchase another, then when they receive my old one in the warehouse, I would be issued a credit. Nope, I refused. Didn't want to spend more. Then same CS told me that I could send my bad device in and they would send me a new one when mine was received at warehouse. Nope, not waiting that long. We finally agreed that I would ship mine and they would ship a new one via two-day when I provided a tracking number to them.

Hung up and then thought about them being out of stock on-line. I called back to verify they had them and was told they were indeed in stock, even in stores now. Huh?? Asked them to check stock status at my not-so-local store. Not in stock...duh!! She couldn't find one anywhere, in fact, even online...hmmn.

OK, how about trading for the Imagio, I can live without the keyboard. I was told that was ok, go to my local store and buy an Imagio and ship my TP2. Again, refund would be issued when they receive my TP2. Uh, no Imagios in-store either. Was a very nice CS rep but I swear, nobody knows what is what here.

Asked for a supervisor, and when he came on the line he immediately put me off by telling me he would do nothing for me but send me a refurb. Not gonna happen, sir. Not after having the phone only ten days. He told me that was the best he could do. Now I'm getting hot. I firmly but politely told him that I have been with the company for eight years with two smart phones on my account and all my employees were using VZW and the following is what was needing to happen. I wanted the Imagio shipped at no additional cost to me, next business day, no return fee, and in turn I would ship my TP2 as soon as I had the Imagio in my hands. He could then pat himself on the back and tell himself what a good job he did keeping my business. He finally agreed. All that hassle just to get what should have been taken care of immediately.

I guess I could have just said " I bi**ched, they caved," but I really needed to vent, and you guys understand how I feel. Sorry, everyone.

bast525 · #24 (**permalink**) 10-13-2009, 02:24 AM

That's fine man I started this thread to vent a bit myself. I called again tonight and seemed to get a bit further. Still being told that there are absolutely NO TP2's available anywhere, new or otherwise. But this latest CSR spoke with a manager and was told that they can notate the account that I have been trying to get the device replaced before my 30 days was up. He thinks it shouldn't be a problem getting a new phone once they have them in stock.

He also tried to talk me into the Imagio... but as much as I text, IM and email, I just don't think I could tolerate halving my typing speed.... I really do like the device and it is VERY tempting...

bluruld · #25 (**permalink**) 10-13-2009, 03:22 AM

I was told they sold 4k TP2s, their initial stock, in under 1.5 weeks by a close friend and VZ sales employee. They have yet to receive more. He is assuming the Imagios will go just as fast though he is not certain on their stock.

My issue is lack of HSPL unlocker support for the Imagio.

semifast · #26 (**permalink**) 10-13-2009, 08:31 AM

Quote:

Originally Posted by jmorton10

I have had Sprint service & believe me, VZ is miles ahead of Sprint in CS.

Sprint made more mistakes on my bill in the first 8 months than VZ has in the last 10 years..........

~John

my experience is the opposite. Verizon customer service lied to me multiple times which ended up costing me money, Sprint has been great.

kashabrown · #27 (**permalink**) 10-13-2009, 08:56 AM

I have similar experiences as some of those here - I have the occasional keyboard open/reset issue and called a week ago - there have been none in stock since then, but they have notated my account several times to make sure i receive a new device. I LOVE this device and would never get an Imagio - I need my keyboard - even though they did offer a new Imagio as a swap. I just wish they would get one in stock soon!!! I guess I should just keep calling them based upon the fact that one of you did actually get a device to be swapped out even though they show none in stock....

RobsOnLine · #28 (**permalink**) 10-13-2009, 09:51 AM

Quote:

Originally Posted by kashabrown

I have similar experiences as some of those here - I have the occasional keyboard open/reset issue and called a week ago - there have been none in stock since then, but they have notated my account several times to make sure i receive a new device. I LOVE this device and would never get an Imagio - I need my keyboard - even though they did offer a new Imagio as a swap. I just wish they would get one in stock soon!!! I guess I should just keep calling them based upon the fact that one of you did actually get a device to be swapped out even though they show none in stock....

This is very frustrating. I sent my TP2 back to Verizon last Friday because they would NOT extend my 30 WFG. I called twice and talked to two different CSR. I have always had great CS with Verizon, but this time I am very disappointed. I had to beg/borrow to get a phone to replace the TP2 since I could not go back to my Sprint TP on VZW. They also tried to get me to take an Imagio. The CSR flat out told me it did have a QWERTY keyboard. I hate it when I have to educate the CSRs! *Virtual* QWERTY Keyboard is NOT the same as a slide out QWERTY Keyboard! Sorry about the rant. I would much rather have my TP2 while I am waiting for them to come back into stock instead of borrowing someone's phone. This sucks!

BK111968 · #29 (**permalink**) 10-13-2009, 10:14 AM

In all fairness to the Verizon CS reps I don't think it's their fault entirely but managements. The CS reps have to take the brunt of the calls and I'm sure management isn't telling them the whole truth.

In one of the other posts someone mentioned they sold out of 4000 Touch Pro 2's in 1.5 weeks.

Who made the decision to only order 4,000 units considering that this is the first Verizon smartphone that wasn't crippled (unlike the 6800, Touch Pro 1)?

Was this number arrived at based on past experience sales numbers for the Verizon Touch Pro 1 or the fact that Verizon didn't want to wind up last releasing a new device?

How many Imagios does Verizon have in stock considering this device is going to be released in stores next week?

I only hope Verizon doesn't wind up with this situation in the future now that they seem to be changing policies about hobbling the same smartphone devices that everyone else carries.

**imnuts** · #30 (**permalink**) 10-13-2009, 11:24 AM

What probably happened was that they made a small initial order due to past sales numbers for similar phones. The issue is that this phone is miles ahead of those past phones, and the likely reason for the small initial quantity is they probably didn't think it would sell so fast and their stock could last until they got more, likely with the 6.5 update. This could also be the reason that they are only getting small quantities back in stock at random times, cause they don't want a bunch of 6.1 phones that need to be updated. People have been getting them on and off throughout the past 2 weeks, just that you have to call at the right time or it's gone.