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-   -   VZW replacing TP1 with TP2! (http://forum.ppcgeeks.com/showthread.php?t=97690)

bullhead00 11-20-2009 09:35 AM
VZW replacing TP1 with TP2!
 
Didn't see a thread talking about VZW replacing the TP1 with the TP2 so I figured I'd let everyone in on my story. I'm on my third TP1 since December and now this one is giving me heck. The usual screen kicking out/buttons not working crap. So I called VZW to do an exchange by mail under warranty. I was talking to the rep about all the issues I've had in the past with the TP1 and he actually suggested that I should switch to a different phone. I waas like, "really?? I didn't know you could do that!" Then he told me that it was Verizon's policy to offer a different phone if you've had several replacements on the same phone. So he transferred me to tech support to get set up with the swap.

When I was on the phone with TS, they acted like they had no clue about that policy and saiid that the rep must've been new or something and didn't know what he was talking and basically called me a liar. They still offered to send me a refurb TP1 which I kindly refused. I told them that instead I was going to go through HTC's warranty to get a new phone, which I didn't.

The next day (yesterday) I called again, spoke with tech support and this time they actually offered to give me a Diamond in replacement and I told them that I needed a physical keyboard and an expandable memory slot. They again wouldn't budge and said it was either going to be the Diamond or another TP1. I again refused and said that I would try to go through HTC.

I waited a few hours and called back and spoke with another rep about my TP1 woes. I also told her that another rep had told me the policy was to offer a different phone and that tech support had offered me a Diamond but that it wasn't a comparable phone for obvious reasons. She agreed and sadd that she couldn't do anything and she had to put me on the phone with tech support to get a different phone. Before she did that I asked her if she could put everything in my notes so that when I was transferred I wouldn't have to explain myself again.

When I spoke to tech support this time, they read the notes and said, "okay, so you're needing a different phone because you keep having the same problem and you've had multiple replacements on the same phone." He then checked to see which phones I was eligible for and came back and said that it was the ERIS or the TP2. I said that I really needed a physical keyboard and windows moblie cause I use my phone for school. He said that the phone most like mine would be the TP2 but he would need his manager's approval to do the swap. About a minute later he came back on the line and said that everything was good to go and I should be receiving my TP2 on either Saturday or Monday!

So it is very possible to get a TP2 you just have to keep trying. I think the main factor in getting them to issue the replacement is getting the customer service rep to agree that you need a different phone and to have them put that in your call description notes because if you don't, tech support will act like they no clue what you are talking about.

drdrewdown 11-20-2009 12:01 PM
Re: VZW replacing TP1 with TP2!
 
decent write up. one huge paragraph is kinda hard to read FYI.. you make a mention of the "Hero" but as i recall VZW doesn't offer a hero. Are you/they referring to the Droid Eris? just tryin to clarify

jrodizzkool01 11-20-2009 09:11 PM
Re: VZW replacing TP1 with TP2!
 
great article. By the way, does anyone know VZW will replace an Alltel TP for a Verizon TP2? Ive been having an issue with my back key not functioning and I rather get a TP2 than a refurb TP

palmmann 11-20-2009 09:14 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by drdrewdown (Post 1347045)
decent write up. one huge paragraph is kinda hard to read FYI.. you make a mention of the "Hero" but as i recall VZW doesn't offer a hero. Are you/they referring to the Droid Eris? just tryin to clarify
droid eris=hero like fuze=touch pro. same device.

bullhead00 11-21-2009 02:02 AM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by drdrewdown (Post 1347045)
decent write up. one huge paragraph is kinda hard to read FYI.. you make a mention of the "Hero" but as i recall VZW doesn't offer a hero. Are you/they referring to the Droid Eris? just tryin to clarify
That's what I meant was the Eris. For some reason a different Android phone popped into my head when I was writing this.


Quote:
Originally Posted by jrodizzkool01 (Post 1348651)
great article. By the way, does anyone know VZW will replace an Alltel TP for a Verizon TP2? Ive been having an issue with my back key not functioning and I rather get a TP2 than a refurb TP
Mine was an Alltel TP1.

KillAByteZ 11-24-2009 07:28 PM
Re: VZW replacing TP1 with TP2!
 
Im gettin my 3rd TP (refurb) on the mail tomorrow. THe CS rep said I was gettin an ALLTEL version of the TP. SO I guess they still have ALLTEL TPs in stock. BTW Im an ALLTEL customer sucked in by VZW :(. I hope she was right cause If i get a VZW TP Im returnin it!

puff601 11-24-2009 09:13 PM
Re: VZW replacing TP1 with TP2!
 
i have been trying to get verizon to do this for quite some time now...

HTC Touch-Pro 11-25-2009 02:04 AM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by bullhead00 (Post 1346669)
Didn't see a thread talking about VZW replacing the TP1 with the TP2 so I figured I'd let everyone in on my story. I'm on my third TP1 since December and now this one is giving me heck. The usual screen kicking out/buttons not working crap. So I called VZW to do an exchange by mail under warranty. I was talking to the rep about all the issues I've had in the past with the TP1 and he actually suggested that I should switch to a different phone. I waas like, "really?? I didn't know you could do that!" Then he told me that it was Verizon's policy to offer a different phone if you've had several replacements on the same phone. So he transferred me to tech support to get set up with the swap.

When I was on the phone with TS, they acted like they had no clue about that policy and saiid that the rep must've been new or something and didn't know what he was talking and basically called me a liar. They still offered to send me a refurb TP1 which I kindly refused. I told them that instead I was going to go through HTC's warranty to get a new phone, which I didn't.

The next day (yesterday) I called again, spoke with tech support and this time they actually offered to give me a Diamond in replacement and I told them that I needed a physical keyboard and an expandable memory slot. They again wouldn't budge and said it was either going to be the Diamond or another TP1. I again refused and said that I would try to go through HTC.

I waited a few hours and called back and spoke with another rep about my TP1 woes. I also told her that another rep had told me the policy was to offer a different phone and that tech support had offered me a Diamond but that it wasn't a comparable phone for obvious reasons. She agreed and sadd that she couldn't do anything and she had to put me on the phone with tech support to get a different phone. Before she did that I asked her if she could put everything in my notes so that when I was transferred I wouldn't have to explain myself again.

When I spoke to tech support this time, they read the notes and said, "okay, so you're needing a different phone because you keep having the same problem and you've had multiple replacements on the same phone." He then checked to see which phones I was eligible for and came back and said that it was the ERIS or the TP2. I said that I really needed a physical keyboard and windows moblie cause I use my phone for school. He said that the phone most like mine would be the TP2 but he would need his manager's approval to do the swap. About a minute later he came back on the line and said that everything was good to go and I should be receiving my TP2 on either Saturday or Monday!

So it is very possible to get a TP2 you just have to keep trying. I think the main factor in getting them to issue the replacement is getting the customer service rep to agree that you need a different phone and to have them put that in your call description notes because if you don't, tech support will act like they no clue what you are talking about.
Great post, thanks for sharing it with all of us! I have a similar, still developing, yet not as awesome (because I have yet to get a TP2 upgrade) story.

I was an Alltel customer, forced over to Verizon in November due to the merger, and when my original TP from Alltel became defective I emailed Tech-Support, and they replaced it (JUST received replacement today via FedEx) with a Verizon model TP (which I had no idea has less ram!!!)

So now with a lesser phone replacement, I called to express my dissatisfaction, and also the replacement phone they sent me didn't have a battery cover-plate or battery (standard procedure they said for 'like new replacements' according to them) and that they didn't have any back-plates in stock to send me (since my Alltel phone's shape was different, and I couldn't simply swap the battery covers as they assumed)

So, now I have a phone with less RAM and no battery-cover, so they say "We don't have that part stocked... YOU'LL HAVE TO CALL HTC AND ORDER ONE, AND PAY FOR IT OUT OF POCKET AND WE'LL REIMBURSE YOU NEXT MONTH ON YOUR STATEMENT." (Actual quote!)

So, I called HTC, got transferred THREE times... then got transferred to some outside satellite distributor company called Personal Device Distributor, or something like that... and got transferred TWO MORE TIMES to a girl who admitted she was eating her lunch, away from her computer, AND CARRYING ON another conversation with a co-worker in the break room... AND SHE SAID SINCE SHE WASN'T AT HER DESK SHE COULD TAKE MY INFO DOWN INCLUDING MY CREDIT CARD, on a PEN AND NAPKIN!!!

So, I ended up paying $38 PLUS shipping for a .25oz plastic piece that goes on the back of my phone, with a person who treated me like a dog, chewed her food while talking to me, and scribbled my sensitive info on a napkin - all because Verizon didn't make the necessary preparations for a merger of devices, AND TOLD ME to go use my own time and resources ($) to buy a battery cover myself (AFTER sending my a lower-level reduced RAM phone)

I emailed Verizon this entire story, and they wrote me back saying "Take it up with HTC." WHAT!?!? HTC didn't sell my the initial phone, HTC didn't force me into Verizon's service after the merger, HTC didn't mandate a reduced RAM phone, HTC didn't transfer me a combined 5 times to some rude doofus on their break, HTC didn't lack the foresight to stock simple parts for one of Verizon's best selling smart-phones....... VERIZON DID ALL OF THIS, and then TOLD ME to take it up with HTC!

I have not gone any further with this situation yet, I am exhausted and angry...

ANY SUGGESTIONS FROM ANYONE? Thanks :)

ken52787 11-25-2009 11:12 AM
Re: VZW replacing TP1 with TP2!
 
Submit your story to http://consumerist.com. It sounds like an EECB (executive email carpet bomb) could get something in motion.

HTC Touch-Pro 11-25-2009 12:01 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by ken52787 (Post 1360913)
Submit your story to http://consumerist.com. It sounds like an EECB (executive email carpet bomb) could get something in motion.
Hi, were you referring to my story or the OP's? Never heard of an EECB... anyway, thanks :)

jrodizzkool01 11-26-2009 02:49 AM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by HTC Touch-Pro (Post 1360258)
Great post, thanks for sharing it with all of us! I have a similar, still developing, yet not as awesome (because I have yet to get a TP2 upgrade) story.

I was an Alltel customer, forced over to Verizon in November due to the merger, and when my original TP from Alltel became defective I emailed Tech-Support, and they replaced it (JUST received replacement today via FedEx) with a Verizon model TP (which I had no idea has less ram!!!)

So now with a lesser phone replacement, I called to express my dissatisfaction, and also the replacement phone they sent me didn't have a battery cover-plate or battery (standard procedure they said for 'like new replacements' according to them) and that they didn't have any back-plates in stock to send me (since my Alltel phone's shape was different, and I couldn't simply swap the battery covers as they assumed)

So, now I have a phone with less RAM and no battery-cover, so they say "We don't have that part stocked... YOU'LL HAVE TO CALL HTC AND ORDER ONE, AND PAY FOR IT OUT OF POCKET AND WE'LL REIMBURSE YOU NEXT MONTH ON YOUR STATEMENT." (Actual quote!)

So, I called HTC, got transferred THREE times... then got transferred to some outside satellite distributor company called Personal Device Distributor, or something like that... and got transferred TWO MORE TIMES to a girl who admitted she was eating her lunch, away from her computer, AND CARRYING ON another conversation with a co-worker in the break room... AND SHE SAID SINCE SHE WASN'T AT HER DESK SHE COULD TAKE MY INFO DOWN INCLUDING MY CREDIT CARD, on a PEN AND NAPKIN!!!

So, I ended up paying $38 PLUS shipping for a .25oz plastic piece that goes on the back of my phone, with a person who treated me like a dog, chewed her food while talking to me, and scribbled my sensitive info on a napkin - all because Verizon didn't make the necessary preparations for a merger of devices, AND TOLD ME to go use my own time and resources ($) to buy a battery cover myself (AFTER sending my a lower-level reduced RAM phone)

I emailed Verizon this entire story, and they wrote me back saying "Take it up with HTC." WHAT!?!? HTC didn't sell my the initial phone, HTC didn't force me into Verizon's service after the merger, HTC didn't mandate a reduced RAM phone, HTC didn't transfer me a combined 5 times to some rude doofus on their break, HTC didn't lack the foresight to stock simple parts for one of Verizon's best selling smart-phones....... VERIZON DID ALL OF THIS, and then TOLD ME to take it up with HTC!

I have not gone any further with this situation yet, I am exhausted and angry...

ANY SUGGESTIONS FROM ANYONE? Thanks :)
after all that trouble they should just send you a tp2 or at least another alltel tp since the verizon version is SOOOOOOOOO slow! I have yet to figure out why verizon was the only carrier to have the their touch pro with less ram and more bloatware :scratch:

HTC Touch-Pro 11-26-2009 01:20 PM
Re: VZW replacing TP1 with TP2!
 
1 Attachment(s)
Quote:
Originally Posted by jrodizzkool01 (Post 1363729)
after all that trouble they should just send you a tp2 or at least another alltel tp since the verizon version is SOOOOOOOOO slow! I have yet to figure out why verizon was the only carrier to have the their touch pro with less ram and more bloatware :scratch:
That's what I think too!! LOL ;)

Here is what I just wrote to Verizon's Customer Service (through an email chain I have going with them now that is 6 replies deep between the two of us):


Good afternoon,


Upon trying to activate my factory-warranty replacement HTC Touch Pro (Verizon model) I received via FedEx this week, I was prompted with a recorded message: "Programming this phone may alter your terms and conditions with Asurion - to continue, please stay on the line." I hung up before programming was completed, because when activating the factory-warranty replacement Motorola Q9c this week, that message was never given.


I think this problem might be a result of my Alltel Touch-Pro being replaced with a Verizon Touch-Pro, although it shouldn't matter since both replacement phones are factory replacements, and not insurance related claims at all. I would like to request an explanation of this, and also be reassured that my insurance will not be affected in any way as a result of activating any warranty replacement phone please.


Also, I would like to mail back the sent factory-warranty replacement Verizon HTC Touch Pro, and have it exchanged with an Alltel Touch Pro, since the Verizon model has a greatly reduced RAM memory; I respectfully believe it is only fair to have a phone replaced with the same model, without sacrificing functionality or hardware abilities/RAM memory.


Thank you very much

------------------------------------------------------------------------------------------------------

PS: I am attaching an image of what I have on my hands now, lol

cloudn9ne 11-26-2009 11:28 PM
Re: VZW replacing TP1 with TP2!
 
I was having some issues with my Alltel TP1 and decided to call Verizon to see if i could get another refurb. I talked to the rep and he asked if I would be interested in switching over to a Verizon phone. I asked what my options were and was offered a Verizon TP2 or Imagio or I could get an Alltel TP1 or diamond. Of course I choose the TP2 and got a NIB TP2 a few days later.

HTC Touch-Pro 11-27-2009 01:25 AM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by cloudn9ne (Post 1365447)
I was having some issues with my Alltel TP1 and decided to call Verizon to see if i could get another refurb. I talked to the rep and he asked if I would be interested in switching over to a Verizon phone. I asked what my options were and was offered a Verizon TP2 or Imagio or I could get an Alltel TP1 or diamond. Of course I choose the TP2 and got a NIB TP2 a few days later.
If only my life worked like this... I could be enjoying quite the Christmas present!!!

Wish I had that sorta' luck... in stead I get sent to pay for my own replacement parts, and get downgraded to Verizon phone with less RAM.

HTC Touch-Pro 11-27-2009 09:16 AM
Re: VZW replacing TP1 with TP2!
 
Here is my latest e-mail (just written this morning at 8am EST)

.... FINGERS CROSSED!!! (Read last couple sentences, haha! I REALLY tried to go over-the-top)

-------------------------------------------------------------

Thank you for your e-mail. Now that the Touch Pro is being replaced with like-model from Alltel, you mentioned that you do not stock the back-plate; as was also the case on the Verizon Touch Pro that was sent out to me. Since I have already packaged and sent my previous Alltel Touch Pro in the prepaid box, how am I to receive a back-plate for this phone? Also, why was my original message not included in this reply as was the case with all correspondence before? My concerns about the automated voice-prompt regarding Asurion being possibly changed when I called in to program the Verizon Touch Pro were not addressed; I wanted to make sure before activating/programming any replacement phone that my terms and conditions would not be changed or affected at all with Asurion, because this replacement is a factory warranty replacement and should be noted and fulfilled as such, unassociated with Asurion or insurance-claim of any kind.

I understand and truly appreciate your attempt to make this situation right by replacing my Alltel Touch Pro, with an Alltel Touch Pro - but the repeat issue of not having the back plate in stock, and now possibly having to prolong the service and hardware issues I have been facing for quite some time, coupled with the hoops I have already jumped through and disappointments I have suffered, I honestly cannot go without a complete functional phone any longer. Using this device primarily as a business tool, and having to heavily rely on it for appointments, web-searching, client correspondence, and GPS routing to appointments for my small business operation, I would like to make a request to be upgraded to the Verizon Touch Pro 2. *The TP2 being a Verizon phone will make my transition complete, allow me to take advantage of all the Windows Mobile tools I am used to and desperately need, and will put an immediate end to the back-and-forth ship/ship-back of these devices that are being sent, not in stock, missing pieces, or necessitate my time and resources to purchase parts on my own and wait to be credited for the purchase price etc. I very sincerely believe this option would not only solve this entire situation instantly, but would also leave me with an absolute sense of satisfaction and would erase the previous weeks of sub-par support, and set a new solid foundation for being a pleased and loyal Verizon customer into the future.

Thank you so much for your time and consideration of my request, as a customer I humbly and wholly believe it would be the perfect resolution

Whotahn 11-27-2009 10:45 AM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by HTC Touch-Pro (Post 1366106)
Here is my latest e-mail (just written this morning at 8am EST)

.... FINGERS CROSSED!!! (Read last couple sentences, haha! I REALLY tried to go over-the-top)

-------------------------------------------------------------

Thank you for your e-mail. Now that the Touch Pro is being replaced with like-model from Alltel, you mentioned that you do not stock the back-plate; as was also the case on the Verizon Touch Pro that was sent out to me. Since I have already packaged and sent my previous Alltel Touch Pro in the prepaid box, how am I to receive a back-plate for this phone? Also, why was my original message not included in this reply as was the case with all correspondence before? My concerns about the automated voice-prompt regarding Asurion being possibly changed when I called in to program the Verizon Touch Pro were not addressed; I wanted to make sure before activating/programming any replacement phone that my terms and conditions would not be changed or affected at all with Asurion, because this replacement is a factory warranty replacement and should be noted and fulfilled as such, unassociated with Asurion or insurance-claim of any kind.

I understand and truly appreciate your attempt to make this situation right by replacing my Alltel Touch Pro, with an Alltel Touch Pro - but the repeat issue of not having the back plate in stock, and now possibly having to prolong the service and hardware issues I have been facing for quite some time, coupled with the hoops I have already jumped through and disappointments I have suffered, I honestly cannot go without a complete functional phone any longer. Using this device primarily as a business tool, and having to heavily rely on it for appointments, web-searching, client correspondence, and GPS routing to appointments for my small business operation, I would like to make a request to be upgraded to the Verizon Touch Pro 2. *The TP2 being a Verizon phone will make my transition complete, allow me to take advantage of all the Windows Mobile tools I am used to and desperately need, and will put an immediate end to the back-and-forth ship/ship-back of these devices that are being sent, not in stock, missing pieces, or necessitate my time and resources to purchase parts on my own and wait to be credited for the purchase price etc. I very sincerely believe this option would not only solve this entire situation instantly, but would also leave me with an absolute sense of satisfaction and would erase the previous weeks of sub-par support, and set a new solid foundation for being a pleased and loyal Verizon customer into the future.

Thank you so much for your time and consideration of my request, as a customer I humbly and wholly believe it would be the perfect resolution
Lemme know how this works out bro. I too am a Alltel customer sucked into the Verizon network. My Alltel TP has been replaced 5 times now due to defective issues. The previous time was right after V took over. Rep on the phone noted how many I have had so far and told me to go in store so they could give me a NEW replacement, the manager would authorize when she read my account. SO I went in the store and stood for an hour ......another story.......and then th emanager says oh well I don't handle returns and tells an associate to help me. I give him the full story about how many I have had and why......he said since I had only 2 sent to my house nad the other two were replced in store, that I had to get one more exchange by mail before they could help me in store.......SO I got a refurb TP1 a day later and now it is acting funny and the screen randomly chooses when it will and when it won't recognize touch...... I am gonna call them first. I'll keep ya'll posted.

HTC Touch-Pro 11-27-2009 03:55 PM
Re: VZW replacing TP1 with TP2!
 
I DID IT... IT WORKED!!!!!!!!

--------------------------------------

Thank you for your response, my focus is to offer the
best option possible. I have reviewed your a/c and we can accomodate your request for the touch pro2 please verify the address where you would like this equipment to be shipped to and I will process that order for you.
Just be aware that equipmenet order will come with a 2yr contract extension. We appreciate your business and thank you for using Verizon Wireless products and services.
Joel
Analyst Tech support

--------------------------------------

WOW, I can't believe something actually worked. I had to go through some aggravation, sure, but the order has been placed and I'll be getting a TP2 Monday or Tuesday he said in a follow-up email!

The only thing I think is maybe 10% shady, is the 2-year mandatory extension, I can live with it... but I've been out of contract for a long time, and this might screw me if I want to upgrade to the Droid or the HD2 in the future at the discounted price. OH WELL, I can't complain to be honest!
:headbang:

cloudn9ne 11-27-2009 10:05 PM
Re: VZW replacing TP1 with TP2!
 
If anyone else is interested in trying you should call verizon tech support and state that you would like to switch to a verizon phone and ask what your options are. If they offer you a verizon tp state it does not have enough ram to function as you are accustomed to and if they offer you a diamond state you require a physical keyboard. I did a *228 before I called and they said it looked like I knew what I was doing to trouble shoot my phone. Also state you did a hard reset and explain the steps you followed. I did not even have to haggle to get my TP2 it was offered up front even with alltel touch pros in stock. Hope this helps.

HTC Touch-Pro 11-29-2009 08:56 AM
Re: VZW replacing TP1 with TP2!
 
Just got an email from Verizon with FedEx tracking number!! I will have a TP2 in hand by Tuesday at the latest!!

I know there is another sub-forum dedicated to the TP2 which I'll be transitioing to, but I wanted to ask here first: Can anyone list for me, or point me to a good resource of the improvements and differences between the TP1 and TP2? Aside from FM Radio, Built-in 3.5 headphone jack, larger/better screen, and a re-vamped keyboard layout and increased RAM, is there anything worth noting that I can get some use out of? THANKS A LOT :)

cassith 11-29-2009 03:28 PM
Re: VZW replacing TP1 with TP2!
 
Honestly(and I don't mean to pop your happy bubble!), you should have called CS many many times until they made this situation right for you and NOT get sucked back into contract. They always try to push customers who don't know any better into something that can be totally avoided and it's totally wrong. They tried the same crap w/me; my TP1 was finally replaced with a Tour but not before they added very slyly, "We can send that out to you but we will have to extend your contract." I pretty much said that is NOT happening, there is no reason to do that, and she dropped the subject without argument. It may still be ok to try and ratify that if you don't want to be in a contract ?

HTC Touch-Pro 11-29-2009 03:34 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by cassith (Post 1371370)
Honestly(and I don't mean to pop your happy bubble!), you should have called CS many many times until they made this situation right for you and NOT get sucked back into contract. They always try to push customers who don't know any better into something that can be totally avoided and it's totally wrong. They tried the same crap w/me; my TP1 was finally replaced with a Tour but not before they added very slyly, "We can send that out to you but we will have to extend your contract." I pretty much said that is NOT happening, there is no reason to do that, and she dropped the subject without argument. It may still be ok to try and ratify that if you don't want to be in a contract ?
THAT'S IT! I am kind of upset now... I don't want to exaggerate, but I literally feel a little sick to my stomach after reading that! I KNEW in my gut something was wrong with this!! angry9:

"We'll make it right for you... and we'll shove another 2 year's of your life down your throat!!"

SHADY!!! I am going to email Customer Service since my phone has already shipped, what do I have to lose?

- What is the best way, wording, I can use in my email to explain I don't want to be forced into a contract since I was already forced into Verizon from Alltel, and I don't appreciate their unwillingness to simply correct the problem without slyly making me sign over 2 more years on a contract that I never asked for?

Thanks for your help!!!

KillAByteZ 11-29-2009 03:39 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by cassith (Post 1371370)
Honestly(and I don't mean to pop your happy bubble!), you should have called CS many many times until they made this situation right for you and NOT get sucked back into contract. They always try to push customers who don't know any better into something that can be totally avoided and it's totally wrong. They tried the same crap w/me; my TP1 was finally replaced with a Tour but not before they added very slyly, "We can send that out to you but we will have to extend your contract." I pretty much said that is NOT happening, there is no reason to do that, and she dropped the subject without argument. It may still be ok to try and ratify that if you don't want to be in a contract ?
And quite frankly, The TP2,IMO, is not worth another 2 yrs on your contract. What if HD2 finally hits VZW in 2 months or any time beginning next year, who knows, but Your goin to be stuck with your TP2 unless you pay full retail for another phone.

HTC Touch-Pro 11-29-2009 03:43 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by KillAByteZ (Post 1371396)
And quite frankly, The TP2,IMO, is not worth another 2 yrs on your contract. What if HD2 finally hits VZW in 2 months or any time beginning next year, who knows, but Your goin to be stuck with your TP2 unless you pay full retail for another phone.
I'm not going to need a prescription to get sleep at night or anything from this, but I am truly upset with the situation after getting some feedback. I went through A LOT OF AGGRAVATION that was fairly and objectively Verizon's fault; and they "solve" my problem by basically mandating I sign a contract in blood, after I've been out of contract for a long time!

That's like saying... "I'm sorry I wrecked into your car, my insurance company will definitely take care of that, as long as you buy a policy with them for future auto-coverage."

WTF!!!!?????

HTC Touch-Pro 11-29-2009 04:11 PM
Re: VZW replacing TP1 with TP2!
 
Here is what I just emailed Verizon:

"Hello,

Recently a member of Customer Service agreed to replace my HTC device after weeks of ongoing non-inventory and repeated confusion, which I was very thankful for; the phone should be arriving this week. However, as a stated stipulation I failed to truly realize the implications of at the time, I was forced into a new 2yr contract with Verizon. I have been out of contract for quite some time, and had already been migrated over to Verizon as a result of the merger outside of my control, and was merely receiving a replacement for a device that was still under factory warranty - I had been trying to get the correct replacement for quite some time and gone through several steps to do so.

I wanted to express my discomfort and respectful dissatisfaction with the subtle and stealthy method of the attached contract extension clause I was told I had to abide by in order to receive customer service. I honestly do not believe receiving fair customer service concerning a phone replacement is just-cause for an automatic mandatory contract signing. If I could candidly express my feelings through an example, it would be like wrecking into someone with my car, and informing them my auto coverage would take care of their needed repairs, as long as they became a customer of that policy provider for future coverage.

I will leave the decision in the hands of the Verizon Management, but I would feel very mislead and exploited if I didn't at least share my feelings on this matter. I have no intentions of going to any other cellular carrier in the future, and am actually considering upgrading down the road, as I always did with Alltel; I just personally don't believe in the overall handling of the situation. I am sincerely hopeful that Verizon will please see eye to eye with me on this matter, and allow me to remain a customer, without the need to sign a contract in order to receive mutually satisfactory support.

Thank you very much for your thoughtful consideration"

diveman 11-29-2009 04:23 PM
Re: VZW replacing TP1 with TP2!
 
the rep i spoke with was awesome. i had a refurb sent to me that the slider was messed up on. anyway i was calm and polite. i told her i had a rash of trouble with the phone. i was on my 6th. she said she had dealt with a lot of touch pro returns. i made mention that sprint was replacing touch pros with tp2's due to so many returns. she told me that was exactly what she was doing. that was yesterday. fedex says it will be delivered on tuesday:). i guess it depends alot on the rep you get and i firmly believe that the way you speak with them goes a long way with how much they are willing to help. im a restaurant manager and i know i always will go one extra for the complaint done sincerely and nicely and am reluctant to help the douche with a raised voice and an attitude problem. of course there are always exceptions to every rule.

HTC Touch-Pro 11-29-2009 04:25 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by diveman (Post 1371531)
the rep i spoke with was awesome. i had a refurb sent to me that the slider was messed up on. anyway i was calm and polite. i told her i had a rash of trouble with the phone. i was on my 6th. she said she had dealt with a lot of touch pro returns. i made mention that sprint was replacing touch pros with tp2's due to so many returns. she told me that was exactly what she was doing. that was yesterday. fedex says it will be delivered on tuesday:). i guess it depends alot on the rep you get and i firmly believe that the way you speak with them goes a long way with how much they are willing to help. im a restaurant manager and i know i always will go one extra for the complaint done sincerely and nicely and am reluctant to help the douche with a raised voice and an attitude problem. of course there are always exceptions to every rule.
Absolutely! At the end of the day, they are obviously people who have to sit in front of a computer for hours on end and answer phone calls from angry people, all they want to do is move onto the next call and clock out like the rest of us.

My Touch Pro 2 (Verizon) will also be here Tuesday according to the FedEx tracking on their website. :)

diveman 11-29-2009 04:25 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by HTC Touch-Pro (Post 1371488)
Here is what I just emailed Verizon:

"Hello,

Recently a member of Customer Service agreed to replace my HTC device after weeks of ongoing non-inventory and repeated confusion, which I was very thankful for; the phone should be arriving this week. However, as a stated stipulation I failed to truly realize the implications of at the time, I was forced into a new 2yr contract with Verizon. I have been out of contract for quite some time, and had already been migrated over to Verizon as a result of the merger outside of my control, and was merely receiving a replacement for a device that was still under factory warranty - I had been trying to get the correct replacement for quite some time and gone through several steps to do so.

I wanted to express my discomfort and respectful dissatisfaction with the subtle and stealthy method of the attached contract extension clause I was told I had to abide by in order to receive customer service. I honestly do not believe receiving fair customer service concerning a phone replacement is just-cause for an automatic mandatory contract signing. If I could candidly express my feelings through an example, it would be like wrecking into someone with my car, and informing them my auto coverage would take care of their needed repairs, as long as they became a customer of that policy provider for future coverage.

I will leave the decision in the hands of the Verizon Management, but I would feel very mislead and exploited if I didn't at least share my feelings on this matter. I have no intentions of going to any other cellular carrier in the future, and am actually considering upgrading down the road, as I always did with Alltel; I just personally don't believe in the overall handling of the situation. I am sincerely hopeful that Verizon will please see eye to eye with me on this matter, and allow me to remain a customer, without the need to sign a contract in order to receive mutually satisfactory support.


Thank you very much for your thoughtful consideration"
thats a great response and i bet they will take care of you.

HTC Touch-Pro 11-29-2009 04:26 PM
Re: VZW replacing TP1 with TP2!
 
Thanks a lot Diveman! I hope so... the point is, I'm actually going to end up buying a new phone down the road anyways like I wrote, so they end up making more $$, haha! :) Thanks again..........

jimk16 12-01-2009 12:50 AM
Re: VZW replacing TP1 with TP2!
 
after 6 touch pro's (now on my 7th) they continue to tell me they DO NOT replace one phone with a different one under any circumstances... and that it was something they used to do but stopped. i followed word for word the first post in vain and idk atleast the new one is working (for now) after 1 day
:-\"

KillAByteZ 12-01-2009 09:54 PM
Re: VZW replacing TP1 with TP2!
 
Called VZW cause I was havin problems with my replacement that i received the day before thanksgivin. Just told the tech about my phone and she said ok I can get it replaced with touch pro2 or a diamond. She put me on hold and came back sayin that my order was processed and should see my TP2 on thursday!!

Straitup27 12-01-2009 10:05 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by jimk16 (Post 1375952)
after 6 touch pro's (now on my 7th) they continue to tell me they DO NOT replace one phone with a different one under any circumstances... and that it was something they used to do but stopped. i followed word for word the first post in vain and idk atleast the new one is working (for now) after 1 day
:-\"
keep calling till they you find a rep that mentions it like the post beneath, i have been told 2 times that after 3 replacements that its vzw policy to upgrade you after 3rd replacement by either supplying you with either a equal or next upgradeable device with same capabilities

Quote:
Originally Posted by KillAByteZ (Post 1378340)
Called VZW cause I was havin problems with my replacement that i received the day before thanksgivin. Just told the tech about my phone and she said ok I can get it replaced with touch pro2 or a diamond. She put me on hold and came back sayin that my order was processed and should see my TP2 on thursday!!
how many had you replaced??

KillAByteZ 12-01-2009 11:41 PM
Re: VZW replacing TP1 with TP2!
 
I've had 3 replacements and 2 right after the other. When I called CS, the lady mentioned that I had other options and gave me the number for tech support. I called TS and the lady right away made the TP2 order. she didnt ask many questions and sounded like she wasn't surprised at all. She, very calmy, told me i could either switch to the vzw diamond or Tp2. But she never even mentioned the Vzw TP. So i should see my tp2 on thursday arrivin via FedEx.
The CS lady also said that the ALLTEL TPs are runnin out.

HTC Touch-Pro 12-04-2009 11:12 AM
Re: VZW replacing TP1 with TP2!
 
5 Attachment(s)
BOOYAH - TP2 came in the mail this week, brand new, and I was finally able to snap some pictures of all 3 models side by side :)

JUST activated the phone yesterday... loving it so far! Downloaded Opera10 beta2 a few minutes ago and thinking about installing Mighty Rom Winmo 6.5 from 11/25! Thanks for the free phone Verizon :twisted:

Pics attached

puff601 12-04-2009 08:12 PM
Re: VZW replacing TP1 with TP2!
 
yep 3 replacements and they have to offer you a different model, its in their policy. its sprints policy also =)

HTC Touch-Pro 12-04-2009 10:13 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by puff601 (Post 1387136)
yep 3 replacements and they have to offer you a different model, its in their policy. its sprints policy also =)
I only had one replacement, but my story had a different set of circumstances altogether. At any rate, I sure am loving my finger candy known as the TP2!

One thing I am confused about... is the pre-installed USB Internet Tethering on the TP2 isn't working. It says "End Data Call First" every time I hit "Start" under the connection sharing menu; even after multiple soft resets. I am actually using the 3G to USB feature in the WMWifiRouter program trial I am using - which works like a charm!

jrodizzkool01 12-07-2009 05:37 PM
Re: VZW replacing TP1 with TP2!
 
My touch pro's keyboard has been acting up for the past month and yesterday it finally died. It's my 3rd replacement of the phone already so im going to Verizon today and praying that they'll give me an exchange. If that doesnt work Ill call customer service and see if they can do anything. Wish me luck!

schoust 12-07-2009 05:52 PM
Re: VZW replacing TP1 with TP2!
 
All I know is I am on my third TP1# and I can not wait until the second year is up! This thing has the capabilities that I need for sure but it is Dog slow! I was told yesterday that my issue was that I had not revised the software so I went and tried the rom flash and ended up with a BRICK for my troubles! Then they tried to blame me for not doing the procedure right! Personal I think they should be doing any software revisions and not the customer. I sure wish I saw this thread before I spoke with them I would have tried the same thing......

Straitup27 12-07-2009 06:00 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by jrodizzkool01 (Post 1394136)
My touch pro's keyboard has been acting up for the past month and yesterday it finally died. It's my 3rd replacement of the phone already so im going to Verizon today and praying that they'll give me an exchange. If that doesnt work Ill call customer service and see if they can do anything. Wish me luck!
i would do it over the phone,way less hassle.both the ones i've had replaced has been over the phone and getting ready to call about a third cause this one locks up while charging overnight, in store they are gonna want to take it apart and ect. and all that other blah blah blah,i simply let verizon know that i can't afford to waste 2 hrs of my day in a store for them to take apart and tell me what i already know,they know full well these keyboards are crap and i think you will have better results over the phone

HTC Touch-Pro 12-07-2009 06:02 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by schoust (Post 1394199)
All I know is I am on my third TP1# and I can not wait until the second year is up! This thing has the capabilities that I need for sure but it is Dog slow! I was told yesterday that my issue was that I had not revised the software so I went and tried the rom flash and ended up with a BRICK for my troubles! Then they tried to blame me for not doing the procedure right! Personal I think they should be doing any software revisions and not the customer. I sure wish I saw this thread before I spoke with them I would have tried the same thing......
Don't give up... it only took me 3 emails (I never even had to waste time on the phone) to get a brand new boxed TP2!

Hopefully someone will be able to share with me how to use the USB to PC internet tethering program that comes with the phone, I've been having problems with it, getting the error code "End Data Call"

Straitup27 12-07-2009 06:13 PM
Re: VZW replacing TP1 with TP2!
 
Quote:
Originally Posted by HTC Touch-Pro (Post 1394227)
Don't give up... it only took me 3 emails (I never even had to waste time on the phone) to get a brand new boxed TP2!

Hopefully someone will be able to share with me how to use the USB to PC internet tethering program that comes with the phone, I've been having problems with it, getting the error code "End Data Call"
have you unlocked it and flashed a custom rom??? 95% of custom roms have that issue fixed, u may wanna check the paperclips by the threads in the rhodium forum to see if there is a simple .cab fix posted


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