Nokia Lumia 822 auto powering off--WOULD NEVER BUY AGAIN!!!!!

[teardropcity]

KATIEGAL:
I have been a Verizon customer with multiple lines over many years and have had unfortunately had countless issues with Verizon's customer service.
I have spent hours and hours of my time fighting them, but I refused to give up, and always got what I wanted from them. Based on my experience, call Verizon, by using 611 from a working phone, or the 800 number from a land line. When you get the automated voice prompt say "cancel service" This will immediately escalate the call past all of the call center reps and supervisors, to a Verizon office, explain to that rep everything you did in the initial post, make sure you get that reps name and location. If they refuse to resolve the issue to your satisfaction, then let them know you will be contacting the Better Business Bureau. Search for the BBB website, where they have an online form that you will fill out. Usually within 1 to 2 business days, a regional rep from the Verizon Executive office will contact you, and they will be your final stop to get everything resolved. They may not be pleasant to deal with, but they need to resolve the issue with you, so you can close the BBB ticket.

 

[bigkevbosky]

*sigh*

We have called Nokia. We have tried going over heads with Verizon. The highest level we could get is someone called an "Escalation Specialist". WTH is that?? If someone knows of a "backdoor" number we can call to bypass all of the call center idiots, I'm more than happy to try.

We bought and paid for a NEW product but got a bad product. And the bottom line (after 5 hours of runaround yesterday), is my husband is stuck with a refurb. And if the refurb is "bad", WE have to pay a $35 restocking fee. Total BS! And yes, I blame Nokia, too. Both companies are aware of this issue.

Once you remove a phone from the box the first time, it becomes used. Why should Verizon send you a NEW phone to replace your USED phone? I don't understand your frustration.

Also you say "if the refurb is bad" - so the phone is working fine right now? I still don't see the problem here.

Y'know, Verizon made billions last year and has millions of customers to worry about. You seem really pompous here, like Verizon is a small mom and pop store that should bend over backwards to kiss your butt. You had a problem with a phone, they replaced the phone. Seems like you're upset over nothing, really.

 

[fiveodano]

One thing I would like to add about refurbs is that they are often the only devices checked out by a tech. Phones come off an assembly line, like everything else, they are given the once over, boxed and shipped. When a device is sent back for a problem a tech will troubleshoot the device and put it through many tests. Truth is, the refurbished unit you have is probably the one that is most likely to last.
I left Verizon years ago because it was expensive, then ATT, then Sprint, now T-Mo. I like customer service best at ATT and T-Mobile.
HTC 8X...and, loving it

 

[katiegal]

Well, folks, guess what? Phone #2 is a dud, too. My husband got home from work and he's madder than a wet rooster. The refurb phone powered off twice today. He has already called verizon and they are sending another refurb. We're wondering if it's the battery or the sim card that is the problem? When they sent the first refurb, it's just a phone with no battery and no sim card. They had him transfer his to this one.

Any thoughts on whether it could be a bad battery or sim card causing this?

 

[falconrap]

The battery part is easy. Swap it with one of your other 822's and see if the problem follows. I'm not sure if the LTE phones go 100% by the SIM, but if so, you could swap the SIM between phones as well. If the number and activation are still tied to the phones, as CDMA phones normally are, then the process would be more difficult to verify, although simply putting the SIM in one of the other phones and seeing if it resets may still be doable.

 

[jackierey]

That totally sucks that there is this many problems with Verizon...

I can help a little here, I am a former call center supervisor. You are most likely getting ahold of vendor call centers, I used to work at one of those. The supervisor's hands are truely tied in that situation They are stictly ran by numbers, so if I would have sent you a new phone or whatever... I could almost count on being written up. I needed to keep my job, I felt like the customer service suffered. The moral here, you absolutely need not get ahold of a "real" verizon call center if you are going to deal with them at all. They have more access to things, they have better training, and quite honestly they arent being paid 8.50 an hour to be screamed at. They most likely will not give you a location they are at, as these people are threatened every day. I think you would be able to figure out a vendor, I would just ask. Their ID number gives it away too... I just cant remember what one is a real call center number, ask them for it, I think a real agent is not a "VZ0" number. If you do get a vendor, just hang up.

hope this helps a little.

 

[katiegal]

That totally sucks that there is this many problems with Verizon...

I can help a little here, I am a former call center supervisor. You are most likely getting ahold of vendor call centers, I used to work at one of those. The supervisor's hands are truely tied in that situation They are stictly ran by numbers, so if I would have sent you a new phone or whatever... I could almost count on being written up. I needed to keep my job, I felt like the customer service suffered. The moral here, you absolutely need not get ahold of a "real" verizon call center if you are going to deal with them at all. They have more access to things, they have better training, and quite honestly they arent being paid 8.50 an hour to be screamed at. They most likely will not give you a location they are at, as these people are threatened every day. I think you would be able to figure out a vendor, I would just ask. Their ID number gives it away too... I just cant remember what one is a real call center number, ask them for it, I think a real agent is not a "VZ0" number. If you do get a vendor, just hang up.

hope this helps a little.

Out of the 7 Verizon employees we reached yesterday and today, only one gave us an employee ID number. ALL of the others said they are not required to and refused to do so. We kept asking for someone other than the highest supervisor at the center and they pretty much said the buck stops with them, we couldn't go any higher. I would LOVE to have a "back-door" number.

 

[hopmedic]

While I can understand your frustration, and completely get why you're frustrated, when you're an early adopter, there will be problems. And believe it or not, everyone who is currently using any phone with Windows Phone 8 is an early adopter. I've been an early adopter for years, and I guess I am accustomed to it. Anyway, the updates will come, the problems will get resolved, and you'll be able to move on and enjoy the phones. Myself, I'm not convinced that there are nearly as many hardware problems as people think, regarding the phones powering off or restarting. I haven't had the powering-off issue, but we all have our phones configured differently. The problem I have is lock-ups and restarts, which most, if not all, seem to happen when paired via bluetooth, and either a call or a text interrupts playing music through the aux input of my car. So my particular set of circumstances is bluetooth/playing music/get a call or text and I pull the aux cable from the phone so I can hear the text (always locks up when I do this). It requires a battery pull to resolve. But I'm not upset, because I know that I'm an early adopter, and I know it will be resolved.

I do regret that you're having problems, but I hope that you can take comfort that there is an update already in the works. Let's just hope that Verizon and Microsoft get it to us quickly.

 

[jana8899]

Hi Katiegal, I work for Nokia. Please reach out to us on twitter @NokiaCareUS. We would like to help of we can.

 

[katiegal]

Hi Katiegal, I work for Nokia. Please reach out to us on twitter @NokiaCareUS. We would like to help of we can.

I'm not on Twitter, is there another way? Thanks.

 

[willied]

I'm not on Twitter, is there another way? Thanks.

Why not just make a Twitter account?

 

[jana8899]

I'm not on Twitter, is there another way? Thanks.

I also sent you a PM. Please check your inbox.

 

[palandri]

Well, folks, guess what? Phone #2 is a dud, too. My husband got home from work and he's madder than a wet rooster. The refurb phone powered off twice today. He has already called verizon and they are sending another refurb. We're wondering if it's the battery or the sim card that is the problem? When they sent the first refurb, it's just a phone with no battery and no sim card. They had him transfer his to this one.

Any thoughts on whether it could be a bad battery or sim card causing this?

Sounds like something else is wrong and causing the phone to shut off. Battery/Sim swap would be the easiest to test first. Does your husband work in an area with no signal, like the basement of a building? or does he work around high tech medical equipment?

 

[katiegal]

This is getting comical. Husband called yesterday about phone #2 and they said they would send him another phone, right? They said it would get here Monday, via USPS. MONDAY. Guess what? They decided to send it Fed Ex and it came today ... while no one was home. We found the note on the door and called Fed Ex to see if we could get it from the local office (about 30 minutes away), and the girl said she can't guarantee that the driver will go back to the local office tonight but we are welcome to go up there at 6 ..... and wait. Otherwise, it would be available Monday. GAAAAAAAHHHHH!!!!!!!!!!

 

[katiegal]

I also sent you a PM. Please check your inbox.

Jana, thank you. I sent you an email.

 

[stephen_az]

This is getting comical. Husband called yesterday about phone #2 and they said they would send him another phone, right? They said it would get here Monday, via USPS. MONDAY. Guess what? They decided to send it Fed Ex and it came today ... while no one was home. We found the note on the door and called Fed Ex to see if we could get it from the local office (about 30 minutes away), and the girl said she can't guarantee that the driver will go back to the local office tonight but we are welcome to go up there at 6 ..... and wait. Otherwise, it would be available Monday. GAAAAAAAHHHHH!!!!!!!!!!

No offense, but while you have other complaints, I can't quite see complaining they sent a replacement earlier than promised. It also sounds like this is still not getting elevated to a manger. Until then all you will get is what you have been getting - refurbished phones as likely to have problems as not. The techs will still send refurbished phones and (in my experience) VZW does a poor job of evaluating returns before cycling them into refurbished units.

 

[palandri]

She's in touch with jana8899 from Nokia now. I am sure jana8899 will resolve it for her.

 

[katiegal]

She's in touch with jana8899 from Nokia now. I am sure jana8899 will resolve it for her.

Although jana was able to answer a couple of questions, she could not resolve the issue. She is however, standing by to see how this goes along. The driver didn't make it back to the hub tonight so our one hour round trip was for nothing. They are going to try to make the package available tomorrow.

 

[katiegal]

We're on #3. I'll keep you apprised.

 

[Booston]

Hows #3 going?