Rave for Verizon Wireless Customer Service

[shianh]

I have a v60i and all of a sudden whenever I set it to vibrate, it wouldn't vibrate but it would ring. So I took it down to the Verizon Store and the guy checked it and it would still ring when he would put in on vibrate. So they gave me a brand new phone which made me happy because my phone was all scratched up and had some chips because I accidentally dropped it a couple of times. And I didn't have a pay a single thing for it. They gave it to me for free. I thought it was pretty cool, but is this normal? I remember once when I had a problem with my phone, I called the customer service number and they told me I had to buy a new phone. I guess it's different if you go to one of their stores rather than call.

[GandalfTheWhite]

Originally posted by shianh
I have a v60i and all of a sudden whenever I set it to vibrate, it wouldn't vibrate but it would ring. So I took it down to the Verizon Store and the guy checked it and it would still ring when he would put in on vibrate. So they gave me a brand new phone which made me happy because my phone was all scratched up and had some chips because I accidentally dropped it a couple of times. And I didn't have a pay a single thing for it. They gave it to me for free. I thought it was pretty cool, but is this normal? I remember once when I had a problem with my phone, I called the customer service number and they told me I had to buy a new phone. I guess it's different if you go to one of their stores rather than call.

On the v60, "vibrate," "loud," "soft," etc are just profiles and you can customize them how you want with ringers, volumes, vm sounds, etc. I know it sounds dumb, but it can be done. I guess users may want the phone to vib for calls, but still make sounds for vm or vice versa.

To accomplish this, you would go to the vibrate heading under customize (forgive me for not telling you exactly how since I haven't had a v60 in a long time) and change the ringer type to something other than a vibrate ringer. Then when you set the phone to vib from the standby screen the phone will ring instead of vibrate!

This is probably what happened to your phone. It's a good thing the rep didn't catch it because now you have a new one!

Gandy

[Cenobyte]

Yup, another classic case of the reps being too stupid to actually fix what is perceived as a problem, and just wasting the company's money giving out new equipment when it's not necessary. Oh well, glad you got a new phone out of it.

[shianh]

Well now I feel dumb now, but at least I got a new phone out of it

[Jahminded]

My guess is that the Rep was doing his job and replaced your defective phone that was still covered under warranty. Phones do sometimes do stuff they are not supposed to do...that is why we have warranties. There is an automatic 1 year warranty with any new phone purhcase from Verizon Wireless. You also have the option to purchase an extended warranty and insurance. My bet is you were within the first year and the issue was covered by the warranty. Sounds like you received the service you were entitled to. The Rep didn't have to be an idiot to do his job did he?

Jahminded

[burr]

Jahminded...I think what they were saying was that by looking through the profiles of Vibrate, Ring, etc, the problem might have been fixed. In essence, the settings were changed in the Vibrate Profile to ring. I can do this on my T720. Don't know why I'd do it though.
However, the phone could have been defective though. Regardless, its always good to get a new phone!

[Jahminded]

I agree, but I can tell you first hand that I haev experienced this problem with peoples phone. Sometimes it will be on vibrate, but ring or vce versa. There are a multitude of possible issues. I would hope that the Rep tested the phone before replacing it, but the issue was resolved to the customers satisfaction so that is the point.

Jahminded

[grendal]

*crossed fingers* so far I've been lucky and in the 6 years with Verizon I've never had a broken phone, so I've never had to test their customer service.

My current phone came off eBay, so I doubt I could pull that wool over their eyes :P

-Michael

[JunkLand]

On a similar note... With my v60c, regardless of setting (vibe, loud, etc.), there are times when my phone won't ring or vibrate. The external LCD will show that I'm receiving a call, but it won't vibrate or ring. I'll go to the details of each setting just to make sure it's not on Silent, I'll even toggle through the different ringtones, and it won't make a sound. Any ideas as to what this might be?

[Jahminded]

sounds like your phone is having issues also. If you are under warranty then you can have the phone replaced free of charge.