[Fascinate General] black.v00d00:
So...this is going to be a somewhat long post about how lucky I am to have acquired my Dinc 2 after a HUGE verizon horror story....I encourage others to post their stories as well so that we can see how Verizon tried to skip out on giving people their new phones.....

So I was on the fourms last week reading up on the Fascinate deciding whether to root it again (I unrooted it because of problems with CWM and flashing ROMs...but thats a different story for a different day.) I had OTA'ed to ED04 (not knowing about the missed call issue) and figured everything was fine. My girlfriend started complaining that I was always missing texts and calls from her and I told her it must have been her phone that was doing it but she wouldn't buy it. I didn't believe her until my work tried to call me to come in to cover someones shift and I got in trouble for not answering the call (which I never recieved).

So I was just casually browsing the forums last Monday (July 18th) when I saw that this was a common issue with the ED04 update and saw that an eligible replacement was a Droid Incredible 2. (I originally wanted that phone instead of the Fascinate but it was out of stock when I went to get it so I settled for the Fascinate.) So I followed what everyone said and called up Verizon. I got connected to a girl who was really nice and seemed to genuinely want to help with my problem. Now I explained the situation about the missed calls and she said that they would send out a new phone right away. What I didn't know is that the girl chose to send another Fascinate right then and there and she didn't even mention the replacement offer and then all of a sudden she says "okay the new fascinate should ship overnight....actually wait.....no sorry its going to take until Saturday to get there".....I quickly interupted and said "Wait....you sent out another Fascinate?" she said yes and I asked her about the offer for the Droid Incredible 2 and said "Oh....I'm not authorized to do that...you need to call tech support". Needless to say I was peed off. But anyways I got off the phone with her and got in contact with tech support. I told the guy everything that had happened so far and he told me "Yes. You are eligible to get a droid incredible 2. But the problem is I can't send it out because you had the Fascinate shipped to you. You have to wait until that is shipped to your house and then you have to mail it back and wait until we recieve it, then you have to call again and order the Incredible." He then quickly added "Or, when you get the phone you can bring it in to a Verizon store and they will be able to give you the Incredible and take the Fascinate for you". So i told him I would go into the store and he said that he would note on the account about my situation so that it would be clear in the store.

Needless to say the phone came Monday of this week (not Saturday like it was supposed to....it came USPS and not FedEx so it was delivered slower and they don't deliver on Sunday). I went into the Verizon store that day and explained the WHOLE situation and the lady there said I was eligible for the phone but that they couldn't give me the phone there and that it had to get shipped to me. So the lady said she could put the order through on her computer. She told me it would be shipped overnight and that I would have it the next day (Tuesday the 26th). Then she told me that I had to activate the new Fascinate they sent out to me (which I wasn't supposed to get in the first place) and use that phone for now and send my old one back through the mail (which made no sense whatsoever and she came up with some long drawn out excuse so I just went with it). So we activated the new phone and everything seemed great. Tuesday came and the package didn't come. Okay....must just be running late. Then yesterday it didn't come either. I walked up and down my street to make sure it didn't get delivered to the wrong house. So when I didn't see it I called Verizon to see if it was shipped (Oh btw....the lady at the Verizon store never gave me a tracking number for the package....stupid me.....). They said there was no order for a Dinc 2 and then I got forwarded to Tech support. The lady I got forwarded to was really nasty and didn't know what she was talking about. She said that my new phone came with an update to fix that problem and then I told her that she was wrong because I looked at my software when I go the phone and it was the same as my previous one and I was still missing calls and texts (it was here I realized after seeing the leaked ED05 here on XDA that they were stalling so they didn't have to give me a new phone ). When she knew that I wasn't clueless she tried to say that the package didn't get delivered because my bill wasn't payed for the phone yet (which wasn't due for another 7 days). So I argued with her about that and said that makes no sense because it wasn't due yet. Then she had me transfered to a Supervisor who was even more nasty and said that I WAS THE ONE who made a mistake because I ordered a phone without my balance being paid (WHICH WASN'T FREAKING DUE FOR ANOTHER 7 DAYS!!!!) and that I also hadn't sent the old phone back (which everyone who I talked to previously said I could ship back once I got the Incredible). So after a very long time he finally budged and said that they could send it but that they shouldn't because of my balance (which he kept persisting on...and I'm always on time with the bill and its always paid in the first place). So I got transfered back to the lady who put the order in and I made sure to get a tracking number for the phone. She then transfered me to another person who told me the procedure of sending my other phone back in with the accssessories that came with it because I'm getting new ones for my phone. Now they sent out the phone overnight and I got it today but I'm not reciving the accessories until tomorrow. Made it by the skin of my teeth...and thank god.

SUMMARY:

So in summary I just wanted to say that the phone call on Tuesday took me ONE HOUR AND 45 MINUTES ALTOGETHER!!!!!!

Verizon tried many tactics to make sure I didn't get my phone because they knew the update was supposed to come out and I'm really surprised that I didn't catch on sooner.

The way Verizon treats their "valued customers" is atrocious. I can't believe how much effort was used to try to defer me from getting a new phone that was offered for everyone just because they had an update in the works. Not that it surprises me...because I would expect it. But I think they went a little too far by trying to say that the situation was MY FAULT. What especially got me ticked was the fact that AFTER I showed them I wasn't just some person with wool over their eyes and that I would fall for the fact that the lady said "the phone was sent with the fixed update on it" (WHICH HADN'T BEEN RELEASED YET!!!!!)...they choose to say it was because my bill wasn't paid (which still wasn't due for 7 DAYS!!!!). Ridiculous !!! I would switch from Verizon in a heartbeat after this if I wasn't locked into a contract with them and if other companies had better deals. Maybe when the contracts up (still another year and a half...ugh) I will switch to someone a little better to their customer. Anyone else have a story for me??