Verizon Galaxy Nexus Update Response

[amaddux]

After an e-mail to Verizon to complain about the treatment of the Galaxy Nexus, I actually received a response, so I thought I would share it here. The takeaway is that Verizon lists their policy for updates, blames Samsung and Google, and says there is no update in the works for the next month. Probably makes no difference, but couldn't hurt for everyone to also e-mail a complaint.

I am so sorry to read of your frustrations with Verizon and the lack of updates for the Galaxy Nexus. I definitely understand your annoyance with not getting the updates for it and no information available for the next update. I have a phone that feels like I waited forever to get it updated to Android 4.0 Ice Cream Sandwich, and it drove me mad that there was not information about when it would be released.

Not only as a company but also as your personal Verizon representative we want to provide you with any and all information. We realize that cell phones have become our lifeline to communication whether it’s through apps, calls, text, or email; and want to match sure that your device has all the software updates to work. I reviewed Verizon Wireless New Software Upgrades to be released this month and there is no indication that there will be an update for the Nexus.

The updates that Verizon provides are for the sole purpose of enhancing the way the phone works and communicates with Verizon towers and network. When a software update is sent out in relation to the operating system, which is done so by the Manufacturer. The plans and action to update the software are done with either Google (Android developer) or my Samsung (User Interface developer).

We absolutely want you to have the most up to date software for your phone and if there is anything we can do to get that to you, we definitely will. Something that you can try to see if there is an update hanging around is going to:

• Settings

• About Phone

• System Updates

We appreciate your loyalty with Verizon Wireless through all these years, and certainly don’t want to see you go. Thank you for giving me the opportunity to go over this information with you.

 

[mwalt2]

with the 'leaked' Verizon update from Google's servers, I'm not in that big of a hurry. IMM76K was pulled from Google's servers long before Verizon pushed it. They're obviously working on it since we have a Google url for the jb update and it was sent to a test phone.

 

[knucklesmckay]

They are dicks at Verizon. They don't update phones and a lot of their phones don't function as well as their GSM counterparts. If you want to stay on their network you are going to have to deal with their garbage. You will never have a full Android experience on Verizon.

Going GSM unlocked was the best mobile decision I ever made. I am saving about $400 per year, I get updates and I am not locked to a carrier or its BS.

Straight Talk Sim Att may not have as good a network as Verizon, but its pretty darn close. Way worth it for me.

Sent from my Galaxy Nexus

 

[Ravenbf]

All I have to say is LOL!!!! Glad I did the 4.1.1 leak when it came out. I am starting to have flashbacks to my days with the Droid X. Luckily this is a Nexus and I have more control of my phone.

 

[blame2]

Having worked as a customer service rep for a tech company, this letter is what they trained us to do.

Step 1 - show you understand the customers complaint by repeating it back to them.

Step 2 - show the customer empathy by telling them you've faced a similar issue and can understand their frustration.

Step 3 - politely let the customer know we as a company care about them and want to resolve their issue. If the issue can be resolved, resolve it. If it can not be resolved explain to them we are working on said issue and it is not the fault of the company but some other company/factor.

Step 4 - thank the customer for their feedback. Let them know they've been heard and are a valued customer.

Step 5 - ask if there is anything else you can do for them. And wish them a nice day.

You can now all work in customer service.

Sent from my Galaxy Nexus using xda app-developers app

 

[Smokeey]

Its funny cause Verizon doesn't update this phone. Stop blaming them.

Sent from my Galaxy Nexus using xda app-developers app

 

[amaddux]

Its funny cause Verizon doesn't update this phone. Stop blaming them.

Sent from my Galaxy Nexus using xda app-developers app

Curious where you get that as an absolute...

Google says Verizon does control when it pushes
Verizon says Google has absolute control of it

Seems someone is fibbing, and Verizon has a worse track record...

 

[DSinfinite]

I'm sorry but just root your phone.

Sent from my Galaxy Nexus using xda app-developers app

 

[amaddux]

I'm sorry but just root your phone.

Sent from my Galaxy Nexus using xda app-developers app

There are reasons that some of us can't root our phones and still use them with corporate networks.

 

[wyattyoss]

There are reasons that some of us can't root our phones and still use them with corporate networks.

That's one reason.

Sent from my Galaxy Nexus using Tapatalk 2

 

[martonikaj]

Hate to break it to you guys, but Verizon will never be able to (or try to) update its phones as quickly as the update that comes directly from google to the GSM models. Sorry, but that's just how it's going to be. This isn't some big revelation. If you buy any Verizon device expecting hasty updates, you're sadly going to be disappointed. I'm really tired of people complaining about this at this point.

Also, do you really expect some random CS rep at Verizon to give you a different response than the standard corporate line that you've been fed over and over again? I mean really, cmon guys. You're just grasping at nothing at this point.

 

[nevrlow]

Root your phone. Install jellybean. Good to go. If you want something go get it and do it yourself. Also new radios are out.

Sent from my Galaxy Nexus using xda app-developers app

 

[amaddux]

Hate to break it to you guys, but Verizon will never be able to (or try to) update its phones as quickly as the update that comes directly from google to the GSM models. Sorry, but that's just how it's going to be. This isn't some big revelation. If you buy any Verizon device expecting hasty updates, you're sadly going to be disappointed. I'm really tired of people complaining about this at this point.

Also, do you really expect some random CS rep at Verizon to give you a different response than the standard corporate line that you've been fed over and over again? I mean really, cmon guys. You're just grasping at nothing at this point.

Turns the iPhone is updated on Verizon with the rest of the iPhones. Even the LTE iPad is updated with the rest of the Apple products. So, possible yes, likely for anything else, probably not.

Nope, I got most of the result I expected from the Verizon rep and was just surprised at his exact words. I also thought it would be useful to share with other Verizon users that it doesn't appear to be coming in the next month either. I am actually sorry for positing it though. I thought I was sharing something useful. Clearly, I'm the only one that thought it was useful.

Again, rooting my phone does not work for me. I use two apps that check for root and do not work if rooted. One for work (no you can't use an app that hides root from it, that does not work) and one from my cable company. I have rooted an android phone in the past, and I know how to flash a phone. I know its asking a lot, but please do not post rooting as the answer again in this thread.

 

[knucklesmckay]

You just gotta drop Verizon. They are a joke. There phones are damaged and outdated before they even come out.

Sent from my Galaxy Nexus

 

[MMcCraryNJ]

The Verizon Nexus will get every update that the GSM model has coming to it (as long as Google doesn't push an update that is solely meant for the GSM model)

You just have to wait a little longer.

That's the way it works. And in my opinion, it's a decent compromise to make vs the GSM model. With the LTE Nexus, you get the extra 16GB of internal storage, LTE data speeds, and the fact that you're on probably the best network in terms of voice coverage.

And being a Google supported and updated Nexus device, you will get all the updates you have coming to you (until Google decides to stop pushing them, ala the Nexus One).

It might take 3 weeks. It might take 3 months. But you'll get them. The traditional method of device updates, where the carrier requests an update from the OEM, the OEM builds a new version of Android for the device, customizes it with their own UI, adds their apps, tests it, sends it to the carrier where they add their own network and bloatware apps, tests it, sends it back to the OEM for additional testing...doesn't apply.

Keep in mind that updates for other devices are also only updated if the carrier feels it's worth the time and money, as usually they have to pay the OEM for the update. If a device sells poorly, or if the carrier just has a policy where they won't request major updates after a set period of time regardless if the international versions of the device are well updated....you won't be getting an update. This is one of T-Mobile's business practices and why I left them after being a customer since their very beginning. The Samsung Vibrant I had was the only Galaxy S device in the world to never be updated to Gingerbread, and that's because only 5 months after the phone came out, they re-released it with a front facing camera and support for their 42Mbps network. Those were the only two changes as it was the same exact phone otherwise. After 8 months of the Vibrant's release, it was EOLed and never went past Froyo.

Look, Verizon so far as had two devices that Google is in charge of updating direct from AOSP...the Xoom and the Galaxy Nexus. The Xoom had gotten every single incremental Honeycomb update that the WiFi model received. It got ICS, albeit after a bit of a delay. The LTE Nexus, mind you, was the first to get 4.0.2 right out of the gate, and it also received 4.0.4, after a bit of a delay as well. Looking at it another way, both the LTE Xoom (which didn't sell very well) and the GNex have already gotten more updates than most devices do in their typical 2-year lifespan.

Looking at it objectively, all things considering, it's really not as bad as people are making it out to be. It's not like the carrier is refusing to keep the device updated. It's not like the OEM has to go through hoops to keep the device updated. Both devices are and will continue to be extremely well-supported by Google. You just have to wait a little longer than their GSM counterparts. And also keep in mind, official Google builds of both devices get leaked early all of the time. So, there's that.

 

[knucklesmckay]

Not to be a Negative Nancy, but LTE cuts your battery life in half, makes the phone thicker, and so far the LTE Nexus is 2 months behind the actual "Nexus". I wouldn't count on an update being in Verizons immediate plans. They could care less. And how many LTE Nexi have been sent back because of broken parts compared to the Google Play one. I learned to love Android again after I left Verizon, because they were ruining the entire experience for me.

Verizon does have its merits, but they are not worth all crap you have to go through with them. Verizon has the best coverage no doubt about it, but ST-Att coverage is still pretty good, just a little slower. I have had 1 dropped call and 1 data drop out in farm country in past 4 months. There is absolutely no reason to choose Verizon unless it is the absolute last and only choice one has for a mobile provider, which is probably only about 5% of the people in the country.

 

[Smokeey]

Curious where you get that as an absolute...

Google says Verizon does control when it pushes
Verizon says Google has absolute control of it

Seems someone is fibbing, and Verizon has a worse track record...

Absolute? You obviously haven't seen the OTA links then. You must be new.

Sent from my Galaxy Nexus using xda app-developers app

 

[miketoasty]

Not to be a Negative Nancy, but LTE cuts your battery life in half, makes the phone thicker, and so far the LTE Nexus is 2 months behind the actual "Nexus". I wouldn't count on an update being in Verizons immediate plans. They could care less. And how many LTE Nexi have been sent back because of broken parts compared to the Google Play one. I learned to love Android again after I left Verizon, because they were ruining the entire experience for me.

Verizon does have its merits, but they are not worth all crap you have to go through with them. Verizon has the best coverage no doubt about it, but ST-Att coverage is still pretty good, just a little slower. I have had 1 dropped call and 1 data drop out in farm country in past 4 months. There is absolutely no reason to choose Verizon unless it is the absolute last and only choice one has for a mobile provider, which is probably only about 5% of the people in the country.

LTE does not cut your battery life "In half". That's a lie, or an opinion, either way it's wrong. On average (From what I have read) GSM GNexus users get around 3 1/2 hours of screen on usage, while I get about 3 with my LTE GNexus on Verizon. We could do more tests, but I bet you would rather just bash it some more.

I believe both GSM and LTE Nexus have both had a plethora of issues, to point out one but not the other is silly.

Android is the same on either phone, stock Android. It didn't change when you switched over.

I have never had a dropped call on my Gnexus (Had it since December), and only 1 or 2 data drops.

Verizon offers me unlimited data, at 20mb down, and 10mb up for $45. They have coverage damn near everywhere I go, and have always given me great customer service. Of all the bad things I have heard about the other three, I am glad to be on Verizon and have the chance to own a Nexus device through them, and I hope they offer another as I will be more than happy to buy that one too.


Sorry to hijack a bit OP but got tired of the baseless bashing.

 

[knucklesmckay]

LTE does not cut your battery life "In half". That's a lie, or an opinion, either way it's wrong. On average (From what I have read) GSM GNexus users get around 3 1/2 hours of screen on usage, while I get about 3 with my LTE GNexus on Verizon. We could do more tests, but I bet you would rather just bash it some more.

I believe both GSM and LTE Nexus have both had a plethora of issues, to point out one but not the other is silly.

Android is the same on either phone, stock Android. It didn't change when you switched over.

I have never had a dropped call on my Gnexus (Had it since December), and only 1 or 2 data drops.

Verizon offers me unlimited data, at 20mb down, and 10mb up for $45. They have coverage damn near everywhere I go, and have always given me great customer service. Of all the bad things I have heard about the other three, I am glad to be on Verizon and have the chance to own a Nexus device through them, and I hope they offer another as I will be more than happy to buy that one too.


Sorry to hijack a bit OP but got tired of the baseless bashing.

Ok I guess I was misinformed about the battery. Didn't know you could get 3 hrs screen on time. We can get more like 4 on GSM. The GSM Nexus doesn't have a plethora of issues, just yellow screen and horrible camera that all Nexi have. Android is not the same on the VZW one because the GSM one is on a newer version and is updated. Granted, wonderful things can be done with root. One selling point of a Nexus is speedy updates, and the VZW doesn't get them.

20mb down is great but most people have to use tiered data on Verizon's now, so that means nothing. And I pay $45 total for unlimited everything (2-3gbs data) on Atts network with Straight Talk, Not $90-$100 for cell service bound to a 2 year contract.

I am not trying to start an argument. I am just trying to let people know that there are much much better options out there than contracts and Verizon, even if Verizon tries to trick you into believing that they are the only "reliable" network or option.

 

[cincyelite22]

Verizon also has had huge problems with the newer batch of nexus phones they put out. We get tons at work with signal cutting out on them. Verizon probably is trying to fix that before an update or then people will be really mad if it doesn't fix the signal issue.

All in all its Verizon trying to cover themselves as long as they possibly can.

Sent from my ADR6425LVW using xda app-developers app