Android Update

Since writing about my next Android phone, I’ve learned from a Verizon manager that neither of the phones I mentioned will be available to me due to them both being 4G phones. Since I’m already a Verizon customer (for over 2 years now), what is happening is what’s called a ‘Manager’s Choice Upgrade‘. These are applied in rare circumstances only. I’ll try to explain as best as I can:

When I gave my wife my iPhone4 I had asked a Verizon CSR (customer service rep) if there was anything they could do to get me in another phone seeing as my only other resource was my old Blackberry Curve. Blackberry has very few apps I can use for my side work so it was going to be real tough to have to work with it for the rest of the year.

I was told by the first CSR I spoke with that he would check to see if he could work out an ‘Early Upgrade‘ for me after talking to his manager. After a brief period, I was told that they could arrange an early upgrade on my wife’s line as hers was due sooner than mine. He then went on to ‘sell’ me on the HTC Thunderbolt which is a 4G phone for $149.95. He told me all about the phone and then advised me that when it arrived, we were to take both the iPhone and the Thunderbolt to the nearest Verizon store to have them activated and the lines (numbers) switched seeing as we had no land-line. I agreed and the phone was shipped.

After getting the phones switched and activated at the local Verizon store, the rep there told me about the Thunderbolt’s penchant for ‘eating up batteries’ and advised me that an extended battery would be a good investment. I reluctantly agreed and we were soon on our way back home.

Nearly one week later, the Thunderbolt was eating the extended battery for lunch (go figure) and I was having some problems hearing conversations on the phone (due to some hearing loss on my part). I also discovered that a lot of apps running in the background were giving some issues which might have been related to the phone eating the battery. Either way, the phone had to go back. The 4G was ok as well as the display on the screen. However, if the darn thing needs tethered to a power line to keep running for very long, it falls out of the category of being mobile to me.

I won’t go into the details here of all the different answers I got from the various Verizon CSRs I talked to about returning the phone as they were so varied and extremely frustrating. It was unbelievable. Suffice it to say that if you have a question or issue that you feel isn’t getting you anywhere with the CSR you’re talking to, ask to speak to their supervisor immediately. Accept no excuse for not doing so either because once I spoke to one, a whole new light began to show on the problem at hand.

After the supervisor patiently listened to me explain the events that led up to me to speaking with him, he then explained to me what was actually going on concerning the early upgrade and it’s limitations. I was told that I could order any phone except a 4G or iPhone and that it would be shipped to me via 2-day delivery. He then went on to ask me what I was looking for in a phone and we worked out what hopefully, will fit my needs.

The guy was patient, professional, seemed eager to work with me and in the end, I’m still a satisfied Verizon customer. This is what customer service should be! All I wanted was a straight answer from someone who knew what was going on and I got it.

Also, there is a noticeable difference in pricing between phones advertised ‘on-line’ and what they call ‘tele-sales’. Verizon’s ‘on-line’ pricing seems to be cheaper so check their website as well as call their customer service (*611 for present Verizon customers) to compare prices. The CSR you speak to won’t be able to honor the on-line pricing from what I’ve been told either.

The take away on this is that if you’re not getting anywhere with a CSR or you suspect they’re a bit confused (no matter who they work for) your next request should be to speak with their supervisor. Not to get them in any trouble (unless it’s deserved) but to clarify the issue at hand with someone who would seem to be better equipped to handle it.

So now I’m waiting on my new Droid 3 to arrive and I’m hoping it will do what I need. Of course, being able to hear a conversation will be a definite plus too. After all, that used to be the main purpose of having a cell phone. Wasn’t it?