If you have an iPhone and it quits working properly the best approach to service is to be certain another iPhone is charged up well, you are settled into a quiet area for awhile, you’ve taken your “shot of patience”, and you are ready to work on the problem. Then call 611 on your iPhone and tell them your problem.
I got transferred a couple of times – and I was on hold for probably 15 minutes before I got a live in the flesh human being – but at that point we were good to go. I explained to him the trouble with my wife’s iPhone and we started working on the problem. It took about 2 hours altogether. And in my case after the problems seemed to clear up during the process it came back as soon as I hung up with the technician. But having been down this road a few times before I expected this, and it wasn’t his fault. It was the stupid iPhone.
During the process we used a laptop computer with iTunes installed on it, and had a few 15 minute waiting periods. The technician was pleasant, and while we waited I was able to talk with him about Linux and various smartphone products coming out. And I also learned more about the idiosyncrasies of the iPhone line. He was very knowledgeable. Unfortunately when a phone has an intermittent problem it is kind of hit or miss to figure it out.
Nonetheless I accomplished my major goal: to be sure that even though Verizon replaced my wife’s iPhone with another one (the one that also doesn’t work), that even though I am shipping the 1st broken one back to them tomorrow as instructed, that the new and broken phone, the latest one, can be replaced with yet another as time goes by if they can’t figure out the trouble.
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But the reason I suggest using the 611 call from home approach is that my wife took it to the Verizon store a week ago at which time they said her old phone was broken and ordered her another under the extended warranty program. But when she went in this time to say the replacement phone wasn’t working they decided to make her drive across town to the Apple store. Of course the apple people told her it was covered not by them (the phone was over a year old) but by the Verizon extended warranty (2 years) so they sent her back to the Verizon store. At which point she came home and said “here you deal with it please.”
And that is where the shot of patience is required, a couple hours of time, and a willingness to accept whatever outcome as the “next step” instead of the final resolution. God only knows how many more steps will be needed to get to the final resolution.
But we shall keep trying.