[Verizon HTC One (M8)] htcdude123:
I am still convinced that this is software related. but this is the latest conversation I had via chat with VZW. She is claiming hardware.

Please excuse my typos I was at work and trying to double task at he same time.

Please hold for a Support Representative to assist you.

Thank you for contacting Verizon Wireless.

Your Chat Session ID is --------------------------.

My name is Lain, how may I assist you?

Lain: Good morning what can I help out with today?

HTCdude 123: I have an on going issue with my phone that needs to be addressed

HTCdude 123: there are notes on my account about the issue that I am having on my htc one m8 with the voice roaming

Lain: Sorry to hear that you've been running into some problems with your phone and voice roaming HTCdude 123, especially with a brand new device like the M8.

HTCdude 123: the last person I talked to wanted me to go to a Verizon store and exchange the device for another. She put notes in my account to make sure they would even though I have already exchanged the phone under the 14 day no hassle but the store wouldn't do anything

HTCdude 123: i want to know why i would be told something from Verizon by one person and another from someone in the store

HTCdude 123: I just want a phone that works

HTCdude 123: before i am forced to keep this phone because it passes its 14 day window

Lain: Thats terrible to hear and certainly not what should have happened! If you are having problems with your phone and you are within the 1st 14 days of having it the store you got it from should have no problems exchanging it for the same type of phone. Can I ask what happened when you went in?

HTCdude 123: i purchased the phone online

HTCdude 123: after getting the phone by mail i activated and had this issue. i called vzw they couldn't fix it and told me to go to a store to exchange it. i went to one store. they exchanged the phone and i still had the same issue. they couldn't do anything so they filed a trouble ticket and said they would get back with me

HTCdude 123: they never did

HTCdude 123: so 5 days later i contacted again asking about the status of the trouble ticket

HTCdude 123: the lady said there was an issue with the phone and it has been addressed all phones shipping out now are fixed. she was going to send me a replacement but there were none to send so she said to go to another store and they should swap the phone out again

Lain: Thanks those are good details to have, though of course an annoying problem to run into with a new phone.

HTCdude 123: i went to another store on my way home from work and the guy i spoke to woulnd exchange the phone because it had already been exchanged once. he told me it was a software update that needed to be addressed

Lain: So the store told you that there was going to be a software update, let me look and see what I can find on this. Can I have a minute or two to see what I can find?

HTCdude 123: yes

Lain: Thanks its appreciated

Lain: Thanks for your patience I'm still looking to see what I can find on any software updates on here

Lain: Thanks for your patience while I was checking on this and I do not show any details about a software update being in the works to resolve this. What I show on here is that we supposed to replace the device which since you are within the 14s of having your phone. I'm uncertain why the store said that they would not replace it for you and I'm sorry that this happened. I would recommend reaching back out to the store and I will note the information on here regarding this to help.

HTCdude 123: and what should happen if the store does the same thing?

HTCdude 123: you are telling me you don't see anything about any roaming issue with this phone?

HTCdude 123: no issue at all with the device?

Lain: The thing is that they shouldn't do so. The direction that we have been provided with on this issue with roaming is that it was a production issue and not software related and that replacing the device needed to resolve this

HTCdude 123: so you know that this is not a software related issue at all. its indeed hardware

Lain: Based off of everything I can see on thats right

HTCdude 123: where do you get your information? shouldn't the stores all have the same information? should Verizon not have pulled all of the old phones off the shelves and put out new phones with the issue resolved?

HTCdude 123: im asking all these questions because the last person i talked to online told me the same thing and the person at the store i went to exchange the phone told me something completely different

Lain: Yes all of our direct stores should have had this information and I wish that I could say why they did not. I'm just sorry that they did not and that you ran into a problem when you went it. I will make certain that all of this is noted on here to help when you go into the store. So long as you are within the 14 days of having this phone they will be able to help replace it.

HTCdude 123: i should be able to replace the phone even though i have replaced it already? because i was told that you can only do that once.

Lain: So long as you are not trying to go to a different model of phone and you are within the 14 day period they should be able to still replace it for you.

HTCdude 123: how can i be certain that they have a fixed models in stock?

Lain: Thats a great question and they should have them. What we have been told is that this problem was linked to a small number of the M8's

HTCdude 123: but the current shipment they have might be part of the batch with the same issue no? will they just keep replacing my phone till they find a good one

Lain: Thats an answer I do not have, though I wish that I did. I would expect at this point that the store should have received additional M8's to use due to this so you should not have to go through multiple replacements from here on this

HTCdude 123: ok. thank you for your time

Lain: Glad to help!

Your chat transcript will be sent to ---------------------.com at the end of your chat.

Lain: Anything else that I can help out with today?

HTCdude 123: no thanks