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  1. frh
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       #1  
    I've had my XV6600 almost a week.

    By now it should be set-up and I should be checking my email and getting familiar with it's programs. I should be moving data to and from my office desktop... But no, not yet. This thing is frustrating the heck out of me, and I suspect it might even be defective?

    Every time it is turned off or is not used for more than a few minutes it changes the "On Battery" back-light setting to Zero. And that includes every time I take it off of it's cradle (unless I go to Settings, System, Back-light, Brightness and turn the "on Battery" brightness level back up first, before I take it off it's cradle).

    Second, every once in a while when I press the power button it will actually turn off the power. But most often when I press the power button, all it will do is turn off the back-light even if I press the button repeatedly. If I put it in it's pouch without checking it carefully to make sure it is actually turned off (or give up and do it intentionally), it will open programs, create files and recordings, and very often change system settings. This thing is getting to be full of files (contacts, recordings, documents) that don't mean anything, and are a pain in the **** to delete.

    Just a few minutes ago I took it out of it's pouch and put it in it's desktop charger and saw "Programming Unsuccessful" when the back-light came back on. (And that's not the kind of thing I want to see on the screen.) But of course I can't see that kind of stuff on the screen when I take it out of it's pouch because the back-light is always turned off.

    And it never turns back on when I press the power button. (I'm actually getting to be real good at finding the back-light setting "in the dark" so I can see the screen.)

    And yes, I have "Button Lock" set to lock everything except the power button when it is off. But it doesn't seem to make any difference. Of course I have it set to "Turn Off Backlight" after X minutes if the device is not used, and it's set to "Turn on back-light" if a button is pressed or screen is tapped. I want button lock to work every time the back-light setting is zero back-light!

    Perhaps it is because I can't seem to get past this problem (and 176 page pdf user's manual doesn't tell me anything that helps solve the problem of give me any suggestions about where to go for more information). So I'm beginning to find a lot of faults with the damned thing.

    Maybe I'm a bit paranoid that someone might steal it. Why isn't there an option to lock information like owners name and phone number (and the date too), on the screen so touching it with your thumb when you pick it up doesn't pull up an edit screen? And if someone steals it, I want the thing to display my name and (office) phone number forever (unless you know the password)...

    So I gave it a password. It didn't make any difference except to make it a pain in the rear end to enter the password before I could restore the back-light setting (and each time I put it in it's cradle on my desk).

    This thing has so many button/input options, I'd like to be able to selectively disable them. (Especially the touch screen for the the Today Screen). System, Button Settings allows me to disable (or even change the functions of) each of 9 buttons. Why won't it allow me to display those choices on the screen, but disable the touch screen when I choose to use an external keyboard or mouse? (I'm still waiting for the mouse to arrive.) Settings, Input, allows me to use a Bluetooth Keyboard and Mouse, so why doesn't the "options box" give me an option to turn-off the touchscreen when the keyboard and mouse are present?

    Perhaps these frustrations are because I can't even count the "soft resets" and I've had to do a hard reset at least daily since I got it because there are so many keys that can accidentally be pressed when it is in it's pouch that change settings. I just want to lock-in settings once I set them, and have them stay that way unless "I decide" to reset them. It has never locked-up, but then I've only tried to make / receive a couple of calls?

    I understand that you can only do so much with a small amount of memory. And that brings up a whole bunch of questions about deleting / replacing M$ services / programs I'll never use... (If I cared about who is online, or instant messages I'd get AOL.)

    Why does connecting to my POP3 account / reading / sending email so stinking difficult that I can't set it up without calling customer service? Why does "Active Sync" refuse to work if I don't allow it to connect to the internet (and tell M$ / Verizon I put the PDA / Phone in it's cradle)? Meybe I'm just paranoid but I'm beginning to think M$ wastes a lot of a "small amount of memory" trying to invade my privacy...

    Dammit, just password protecting "Settings only" would fix about half of my problems with it. So why doesn't someone write an "essential program" that fixes this stupid thing's "Obvious Flaws?" (Maybe I'm just frustrated because I never had a PDA or Treo or other touchscreen device.) Or maybe mine is just defective? But I can't understand some of the stupid setting choices (or lack of choices...).

    For the last 4 days I've had a house full of out of town relatives who thought the VX6600 was cool (including one who wouldn't give it back even after his wife almost walked out of the restaurant when he found a way to get play by play info / scores while we were eating dinner...). But this thing is supposed to be a business tool. And in a few weeks I'll be in my busy season. If it was a machine, I would have already demanded my money back.

    Early last week after it arrived, I had time to deal with hours on the phone with Venizon Support getting it working. By the end of the week a house full of relatives prevented me from spending hours on the phone trying to describe / troubleshoot the problem with people who won't escalate my call to someone who can actually help me (until they fail to help me). I have work most of the week next week. There's a downside to being a so-called "early adopter."

    I'm getting really tired of restoring the loud ring tones Audiovox (famous for cheap / crappy electronics) forgot, and other "essential programs" suggested by Hobbes and others. OK, so I'm just ranting, but my experience with this thing is not what anyone's reviews led me to believe. I'm also wondering if I shouldn't have bought the Samsung i700 or just bought an Aircard for the laptop? Rick
  2. #2  
    Truthfully, I personally do not have ANY of those challenges. I think it may be a combination of the fact that the phone originally came configured wrong and the strong possibility of a defective phone.

    I am with Sprint, but have heard many VZ customer say the set up for their email, etc... was easy, instant, and flawless.

    As far as needing to be connected to the internet to Sync is either a defect or a program that needs internet access to sync, like a news service or movies updates etc...

    I would exchange it first before throwing in the towel, as many of your problems seem to be unique to you.

    Let us know what happens.
  3. #3  
    Send it back to VZW for replacement. Sounds like you got one that is hosed. There are folks on this board and PDAPHONEHOME that can help you every step of the way with configuration.

    Let us know you decision and what we can do to help.

    Bob Duckworth
  4. #4  
    Another XV6600 user here - I haven't experienced any of the issues listed in the first post. Sounds as if many of them are attributable to a bad device.
  5. #5  
    I'm getting really tired of restoring the loud ring tones Audiovox (famous for cheap / crappy electronics) forgot, and other "essential programs" suggested by Hobbes and others. OK, so I'm just ranting, but my experience with this thing is not what anyone's reviews led me to believe. I'm also wondering if I shouldn't have bought the Samsung i700 or just bought an Aircard for the laptop? Rick
    Sounds like this PPC phone is not for you. So, I would return it and ask for something simpler, possibly a Palm OS based phone.
  6. #6  
    Quote Originally Posted by frh
    I've had my XV6600 almost a week.

    Why does connecting to my POP3 account / reading / sending email so stinking difficult that I can't set it up without calling customer service? Why does "Active Sync" refuse to work if I don't allow it to connect to the internet (and tell M$ / Verizon I put the PDA / Phone in it's cradle)?

    Dammit, just password protecting "Settings only" would fix about half of my problems with it. So why doesn't someone write an "essential program" that fixes this stupid thing's "Obvious Flaws?"

    Early last week after it arrived, I had time to deal with hours on the phone with Venizon Support getting it working. By the end of the week a house full of relatives prevented me from spending hours on the phone trying to describe / troubleshoot the problem with people who won't escalate my call to someone who can actually help me (until they fail to help me). I have work most of the week next week. There's a downside to being a so-called "early adopter."
    maybe you should just a non-smart phone?
    Ever wonder if those FreeIPOD / FreeMiniMac scam sites work? Well, I found out Have a look at the results:
    <a href="http://free.outz.com">http://free.outz.com</a>
    --
    What was your username again? -BOFH

    <a href="http://www.spreadfirefox.com/?q=affiliates&amp;id=6920&amp;t=81"><img border="0" alt="Get Firefox!" title="Get Firefox!" src="http://www.spreadfirefox.com/community/images/affiliates/Buttons/80x15/blue_1.gif"/></a>
  7. #7  
    I had the backlight problem too. Here's how to fix it:

    Under "Backlight" make sure both checkboxes are checked on the Battery Power tab. Now under "Button Lock" make sure Lock all buttons except Power b utton is chosen.

    Aside from Verizon's grossly misrepresented (dare I say falsely advertised) WirelessSync "Push" service, I think this phone is great (I'm a former Treo 600 user...)
  8. frh
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       #8  
    Hobbes, rduckwor and Kupe, thanks for validating my problem.

    Tony, thanks for the suggestion. I've read a lot of your posts and know what you said was meant in a positive way. I had a lot of reasons to buy the VX 6600. With a WiFi card, I hope to use it to replace $79.95 a month high speed cable. I hope it will give me email access and web sites like Mapquest, Super Pages, and Qwest Dex while I'm on the road. GPS is another priority. For the most part, this thing will be mounted on the dashboard of my truck. I don't really plan to take it in each night because the truck cab is parked 15 feet from my office window.

    A few months ago, in a fit of insanity, I spent a couple of thousand on a "desktop replacement" that's way too big and heavy, and doesn't have a bright enough screen to really work in the truck... I could have picked up an Aircard for it though. But then I got to thinking, here in Phoenix, it easily reaches 115 degrees in the Summer. TV News Stations constantly remind us that children die each summer because it exceeds 160 degrees in a few minutes in parked cars. I never checked how hot it gets in my truck, but last year I left an un-opened Coke can in the cup-holder for less than two hours and it exploded. That $2,000 laptop will melt if I leave it in the cab of the truck.

    I keep a small electric cooler in the truck in the Summer months. It only lowers the temperature about 40 degrees so it's useless for water and soda cans, but it keeps things like Sunglasses, my digital scale and my digital camera from melting. The VX 6600, bluetooth keyboard and mouse will also easily drop into it.

    The screen is going to be difficult to see. And I'm not really interested in the touch screen, the built-in keyboard or it's 9 buttons. But the VX6600 has other features nothing else Verizon offers can match (including the Samsung i700). My LG 6000 has a 640 x 480 camera I never use because I keep a 7.2 megapixel Sony CyberShot in the truck, so I don't need a camera. In spite of what I consider to be it's "faults" the VX6600 is a logical compromise.

    Aaron.glenn, I did all that, and Verizon's Retail Store verified I had all of it set correctly. I needed to know if other people experienced the same problems before I called Verizon. Hobbes, rduckwor and Kupe validated that for me. Thanks.

    I never used a Treo, but I spent some time playing with it in the store, and I wasn't impressed. I agree Verizon misrepresents several of the VX 6600's features, but it's still the best thing out there at the moment. I'm not happy that I had to extend my contract for 2 years to get an additional $100 off. Essentially it worked out to one year contract = $50 off, two year contract = $150 off. But as often as new technology is released, you should be able to upgrade every 6 months to a year.

    I called Verizon's Wireless data Tech Support yesterday morning and they agreed the phone is defective. The local Verizon Store had 5 of them in the back last Monday, so I took it there to exchange it for a new one. The store Sales people told me all of them were sold by the end of the day last Tuesday and they were taking orders and having them shipped. They had no idea when they would actually get more of them.

    The Sales Person tried to turn it off several times and more often than not all it would do is turn the backlight off. When they turned it back on, the backlight level setting had turned itself off each time. The Store also confirmed it was defective.

    Because I bought it from the Wireless Data Business Group, the Store had to have "Them" ship me the new one. I don't know exactly why, but I asked the Sales Person to use my cell-phone to make the call. Turned out to be a good decision. The first Customer Service person they talked to routed the call to Tech Support to confirm (again) it was defective. Then they transferred it back to Customer Service. EVERY QUESTION the Verizon Sales Rep asked required a 15 minute hold. (I don't know if they're used to that level of incompetence, but I was getting fed-up.)

    During that time the Sales people in the store were playing with the 6600. It was really interesting to see their reaction to how easily they got on-line, etc... Just for the heck of it I pulled out the Think Outside Bluetooth Keyboard. They thought it was really cool and took turns playing with it. While the sales people were playing with it, the store was filling up with other customers, and the Manager started getting upset...

    Funny thing is, EVERY TIME one of those Verizon Sales People picked it up to look at it, they managed to plant a thumb or finger on "Date" or "Owner Info" on the touch screen. Then they saw an edit screen... Every time that happened, I had to pull out the stylus and cancel the edit screen. They agreed with me the "Date" and "Owner Info" should be "DISPLAY ONLY" on the "Today Screen," and should require going into "Settings" to change this information. In spite of that OBVIOUS FLAW in the M$ operating system, or Audiovox or Verizon's implementation of it, I think this thing will meet my needs. And if it doesn't, I'll still have 15 days from when I get the new phone to make that decision.

    After 30 minutes on hold, and after the Store Manager reminded her a lot of other people were waiting, I asked the sales person to give me the phone and I would complete the transaction on the road. That was a mistake. Had I stayed there, the Manager could probably have pulled rank on the incompetent Customer Service person.

    While ignoring 2 business calls and waiting another 15 or 20 minutes on hold, the Customer Service rep finally came back and said they could not ship ship the replacement without a full price credit card payment in advance. She said it will take up to 15 days to refund it after they get the defective phone back. And the pre-paid Fed Ex label will be regular freight, not next day.

    Verizon Customer Service refused to allow me to return the defective phone to the local store for a faster refund. And they refused to ship it to the local store so I could pick it up when it's convenient for me. They refused to ship it to my home with-out someone being there to sign for it. I had to re-schedule a job today to stay home and wait for Fed Ex.

    Around 1 PM, I called Verizon and got the tracking number. It seems that when Ms. Incompetence typed in the order, she entered the wrong Zip Code. It is now & PM and my replacement phone is still sitting in Lodi, CA. FedEx promised it will be here by 3 PM tomorrow. But I have to work tomorrow, so it will sit on the front porch until I get home or someone steals it.

    Am I pissed? Absolutely. In the last week I've spent at least 5 hours on the phone with Verizon. Most of that time was spent trying to get problems resolved. Given their lack of knowledge and short history of this device, Verizon Customer Service should have escalated each of these calls if they couldn't solve the problem after the first 10 minutes. From here on I plan to demand they escalate the call or talk to a Manager at the first sign of incompetence...

    I've been a Verizon Customer since the late 1980's (long before they were even Verizon). My average bill for the last 8 or 10 years has been well over $300 a month. In all that time I have never experienced this level of incompetence with this many Verizon employees.

    If I decide to return it after 15 days, I hope it costs Verizon a bunch of money. I'm not ready to leave Verizon, but while I'm waiting for the package to arrive, I might just be on the phone with their Corporate Office complaining about this situation. Or even better, I might just wait until Friday (when I won't be able to work because of the coming rainstorm) and drive over to their Tempe, AZ building and do it in person. Rick
  9. #9  
    Rick:

    I see this as a very legitimate complaint that deserves VZW management attention. You have detailed the issues here very well and I suggest that you escalate this to their corporate level. They clearly have misserved you, a loyal and long term customer.

    Good luck with this and I hope this device (the new one) works out for you.

    Bob Duckworth
  10. frh
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       #10  
    Thanks Bob, when they checked to figure out why my phone was in California, the Customer Service person offered me a $50 credit. I told her that offends me. It's not about money.

    If they want to offer a concession, they should have been willing to ship it to the store so I don't have to stay home and wait for it, or free-up my charge card and let me turn the defective phone into the local store. And I would have been willing to do that yesterday, before they even shipped the new phone.

    Screw that, I intend to demand that they free-up one of my contracts instead. Cell Phones never last 2 years before they're discontinued, and soon after that, refurbished ones are worse than the broken ones were. I'm so hard on phones that I wind-up paying full retail for them before the contract is up for renewal. And I've been with Verison enough years to know Managers have that authority.

    I intend to take my XV 6600 into their office building on Friday and show some-one in management this discussion and tell them I will certainly report what happens in this forum. I don't give a damn where it goes from here. Like I said I'm real pissed about this whole situation.

    It's not that the phone was defective. What makes me angry is the level of incompetence in their first tier of Customer Support / Technical Support, and the reluctance to escalate the call to someone who can actually resolve the problem. Rick
  11. frh
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       #11  
    Bob, The Rest of the Story. It's all about timing.

    This morning a friend called and told me about another friend who has a piece of equipment in East Texas that's for sale for $1,500. I called and told him I wanted it. For $2,000 he'll deliver it to Arizona. If I didn't buy it today, someone else will grab it tomorrow. But he wants money now. It was a hard sell to get him to wait until next week for the money.

    I know the guy who wants to sell it. He's a maintenance fanatic. He's in love with his grease gun. He emailed me pictures. What he thinks of as worn-out I think of as broken-in. He thinks it needs a pump. I think if it shoots 60 feet the pump has another year left in it. It's only 10 years old. The one in my back yard lasted 20 years with little or no maintenance.

    The guy recently sold his business. This machine didn't go with the business. Every part he has left over, that was stuck in a corner of his garage will go with the machine. I have a broken machine just like it that could keep me from buying parts for many years...

    That machine would cost $30,000 to replace with a new one. Talk about timing, if I put $2,000 into refurbishing it and I could get $12,000 to $15,000 for it at the beginning of the busy season (within 30 days, depending on what part of the Country you're in).

    But I wouldn't want to sell it. At least once a month I get a job that's perfect for this machine. Next Monday, I have a job that could be done in 3/4 of a day with it, or 2 days without it. In a couple of weeks I have another job that will take 2 days to do with this machine, a week to do without it.

    My business is Seasonal. Two thirds of my income happens between March and July. In a few weeks I'll be coming out of my slow season. The VX 6600 will save me time. I'll be able to do things from the cab of my truck that used to require waiting until I get home and sit at my desk. My office phone is on my desk, but I rarely pick it up. Why? because I wear a headset that is attached to my cell phone. And I can load a truck while I'm talking on the cell-phone. I burn 3,000 + minutes a month. And the time I save becomes the ability to create income.

    No matter how hard I try, every year, the money I set aside for Winter runs out before work starts-up in the Spring. (I'm sure nobody understands that has a lot to do with Wife and Christmas...) So in January and February I max-out low interest cards first, then the emergency cards.

    But Verizon forced me to use the last card I held in reserve to pay for that replacement phone. If I hadn't done that I could have used PayPal to put half the price of that machine on that card, get him to deliver the machine here next week with a cashiers check waiting, and save 3 days on that next job.

    I am mostly pissed off that the incompetent Customer Service Person that made me spend 2 hours (most of it on hold), and refused to escalate the call or connect me with a manager, then sent my new phone to the wrong address, and ultimately cost me several thousand dollars in lost income. In hindsight, I should have hung-up and called back or gone back to the store...

    Saturday Night I took my wife to a resturaunt. Took forever for the waitress to acknowledge us. We ordered and I asked for an iced tea. I finally got the iced tea, mentioned that I'd like a glass of water in case she doesn't notice when I need a refill, and asked if the salad was going to arrive before the steak.

    She didn't get the message. I got the salad and the water after a long wait. The steak arrived within 2 minutes of the salad and water. She didn't even apologise for the delay.

    The iced tea never got refilled until the waitress brought the bill and I asked for a refill. When she brought the refill, I told her I hope she is offended by the tip. The bill was $50, I would have left $10, but only gave her $5. I walked out thinking I just screwed myself. That's kind of the way I feel about Verizon right now. On Friday, when it's convenient for me, I intend to go to their regional office and be quite insistent and offensive, and in a very logical, controlled way explain exactly why I'm angry. Rick
  12. #12  
    Rick:

    Service does not exist in this country any longer. However, go to Verizon, but don't be offensive, just be insistent. Your story as told to us, should do the trick very nicely.

    Maybe, just maybe, you will get somewhere with the suits.

    Good Luck,

    Bob
  13. frh
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       #13  
    Got the new one today. Called the Wireless Data Technical Service (866-788-9387, then press 2 at each prompt). Talked to Rudy Felix (extension 8357). He knew exactly what he was doing with this device and and it is now set-up properly.
  14. #14  
    Quote Originally Posted by rduckwor
    Rick:

    Service does not exist in this country any longer.
    Of course, it does. In this wireless area, I've had excellent service for 2.5 years from T-Mobile's local store and its tech support. That's why I'm still with them and hope to stay even though they currently don't have the latest and greatest devices out there.
    You may be right; I may be crazy. But, the Treo may be just the device I've been looking for.
  15. #15  
    Quote Originally Posted by Rodolfo
    Of course, it does. In this wireless area, I've had excellent service for 2.5 years from T-Mobile's local store and its tech support. That's why I'm still with them and hope to stay even though they currently don't have the latest and greatest devices out there.

    You are the exception then. Enjoy it while it lasts.

    Bob Duckworth
  16. #16  
    For the record, I am so sorry to hear of Rick's issue. However, After being with Sprint for 7 years and now switching to Verizon...Verizon is incredible. I have had the very best customer service at every turn, never a disappointment and they always meet and exceed my expectations...so far. I am also a very hard person to please and my expectations are unreachably high.

    Verizon is doing a great job. It is sad to see the ones that fall through the gaps. It is likely an individual at Verizon's problem and they should be reported for additional training or a career change consultation.
  17. #17  
    Actually I think I would lean towards Rodolfo on this one, as behind coverage I think CS is the biggest staying or leaving issue for customers and I think the providers realize that. I have been with Sprint for something like 8 years. I have most certainly had some challenging situations over they years, dealt with some ***** reps, and have needlessly wasted time due to poor customer service response or lack of knowledge.....but at the end of the day (or week in some cases), they have always taken care of the problem in my favor. That is a heck of a lot more than I can say about some other choice companies (*cough* ATT *cough*) that come to mind.

    I think the bottom line for a lot of cell providers is you get the good the bad and the ugly....but if you are persistant they will bend towards the customer.
    Last edited by HobbesIsReal; 02/10/2005 at 10:48 AM.
  18. #18  
    Quote Originally Posted by frh
    Verizon Customer Service refused to allow me to return the defective phone to the local store for a faster refund. And they refused to ship it to the local store so I could pick it up when it's convenient for me. They refused to ship it to my home with-out someone being there to sign for it. I had to re-schedule a job today to stay home and wait for Fed Ex.
    I don't understand why you re-scheduled a job to stay home. When Fed Ex comes by and you aren't there, they will either leave the merchandise (if there is no signature required) or leave a pick-up slip. If the latter, you can take the pick-up slip to Fed Ex after hours and get your merchandise.

    I've had 5 Treo 600 replacement phones and recently received my 6600 this way.
  19. #19  
    Quote Originally Posted by HobbesIsReal
    I think the bottom line for a lot of cell providers is you get the good the bad and the ugly....but if you are persistant they will bend towards the customer.
    I can agree with this statement. I was with SPCS for 8 years and was a self-supporting customer. I had rare "Good" encounters with CS, but mostly, I dealt with the first tier folks and they were solidly bad. No concessions were ever offered/given in my memory. Well, at least I did get the "50 free minutes" of landline LD at home. I hope VZW will be better, but hold no real belief that they will. At least it will be a change of venue for the frustrations.

    As for the patch, I hope it comes for you guys real soon and does the job. Maybe VZW will fix the BT issues on their handset and I can think about buying a BT Headset.

    Bob Duckworth
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    #20  
    beryl,
    perhaps he didnt want to leave a $700 phone outside. i live in a city and certainly wouldn't want it left outside. or maybe he doesn't want to drive 50 miles to the fedex or UPS pick up loaction. perhaps by the time he gets out of work he cant make it there before closing (mine closes at 7pm). not to mention they will send the phone back to sprint (or verizon) after 2 days of not picking up. there are lots of possible reasons, beryl.
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