Recent verizon support call: the good and the bad

So my Droid Incredible has been doing some odd things.

First of all, it didn’t update to 2.2 correctly. It tried and failed.

Second of all, it keeps rebooting itself randomly.

So we call up verizon support about both problems. Lets start with the bad:

The Bad:

We called and a nice lady answered who had us go through some simple procedures like a hard reset. We changed some settings to try and help the rebooting. As far as the update goes, she told us to go to our local verizon store because they had “more information”. So the next day we went and waited in line and everything and what does the guy say? There’s nothing we can do. You’ll just have to wait for the update. Now inferring logically, I argued that “The system has the phone marked as upgraded, even though it failed the install.” The guy says “WELL, it takes about a month to roll it out and everything.” He really didn’t get that we HAD gotten the update, it just didn’t install. Once again, “Well, you just have to wait about a month and see.” Thanks for the help. We schlepped all the way over to a verizon store, waited in line, and we get absolutely no valuable information. Great.

The good:

So after that, we call verizon again and someone knowledgeable picks up. We had to wait on hold for 8 minutes but let me say, it was well worth the wait. He asked about the water activation sticker and had us look at the firmware on the device. And he says (finally) “Well, the system has your device marked as upgraded, even though your phone says differently.” THANK YOU. I’M RIGHT. THE TWO OTHER PEOPLE WE TALKED TO WERE WRONG. So he asked if there was any physical damage and hallelujah, a replacement phone is on it’s way.

But the real question is, why did the two other people there have no idea what they were talking about? I mean, come on verizon. Why would you hire them if they aren’t knowledgeable? These are questions that may never be answered, but in the mean time, here comes a device with 2.2 pre-installed. Yay!

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