5220 firmare update - what to do when it breaks MCM

boater805

I spent 3 hours on the phone with verizon tech support and customer service last nite trying to get some help un-doing the firmware update that their new vzw access manager software did to my 5220 card. Tech support kept telling me that there is no way to lock the card to evdo only mode and I kept telling them there was via the engineering menu in MCM. They'd agree that "yes, that's true but you can't do it after the update". And I'd of course say "yes, that's true and that is exactly my problem and why I'm calling". Round and round we went until finally the level 4 tech support said the magic words "well, I can't help you, only customer service can authorize a replacement card for you". Which strange is what I'd been asking for repeatedly for 3 hours.
So, transferred me to Customer Service who listened nicely and told me he'd take care of it but would have to get tech support on the line because they actually had the pipeline to send out the replacement cards. He got a tech guy on the line and immediately disappeared and the level 1 tech guy starts with the same old nonsense all over again. So I explain that I'm supposed to get a replacement card according to Customer Service and he transfers me back to Customer Service where I explain things again and this guy finally says Yes, you can have a new card but we don't have any 5220's in stock and are not scheduled to get anymore. He wants to send me a different card but I explained I need the 5220 so I can set evdo only mode. He then tells me that I may be able to find a 5220 at a verizon authorized store and that they can give it to me under the warrenty authorization replacement approval that he has now entered into my account info.
So, I contact booster-antenna.com (Michael's sales outlet) and ask if they have a 5220 card they can provide as a warrenty replacement per the above situation and they reply saying that only Verizon directly can do that. Now, that certainly isn't what Customer Service told me but what can you do? booster-antenna.com did provide the info that the new cards have the new firmware preinstalled (something I don't know whether I believe or not since the updated firmware has only been around for weeks and these cards most likely came off the assymbly line over a month ago).
Anyhow, here I sit now with authorization on my account for a replacement card under warranty and nobody to get one from.
Again, the booster-antenna folks suggest I go buy an old card off the internet. But why would I do that when its verizon that broke mine and agrees they should replace it. I'm not some cult groupie that will pay my good money to correct the mistake of a bad business model that Verizon undertook. No way am I spending my money to fix their problem. If they can't get me a lousy $30 OEM cost card but would rather lose an $80/month account then I'll just cancel my account without penalty due to them removing service from my area.
If anyone has any concrete ideas on how I get a warranty replacement card that will solve my problem I'd appreciate hearing it. I need either a 5220 with the old firmware or an "equivalent card" that will pull in the signal a bit better so it doesn't poll between 1xRTT and evdo in weak areas (90+ dbm).
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Michael · Posted: Sat Aug 20, 2005 9:08 pm Post subject:

I am in contact directly with the product manager at Sierra for the PC5220 and I hope to get an answer for you next week regarding downgrading.

The same guy did tell me that the new cards have updated firmware, in fact Verizon even changed the SKU for these new cards they just got in. The reason I asked, is that some guy at Verizon claimed the batch of PC5220's they just got in had a "new chip". That made no sense, so I went right to the product manager @ Sierra who confirmed they were upgraded firmware.

Verizon just got in 7500 PC5220's that is, according to Verizon, "their last PC5220 shipment". Those are not destined for the sales channel, but rather Verizon Service and insurance.

The updated firmware actually has been around for a long time, they were just waiting on Verizon's "approval", so the last shipment having the newest firmware is believable.

We have been getting PC5220's in for many months after Verizon said "they are no longer available". The first week in August, they ran out, even for us.

We are very aware of information related to the PC5220 - we have been doing a lot of research, getting inside information and putting the pieces together. For example, we know the shipment came to a warehouse for Verizon in Memphis.

Anyways, I wouldn't give up with Verizon direct. You are not going to find any PC5220's at any Verizon Stores (or if you do, I would be very surprised).

FYI, there is no other EVDO card that has a similar debug mode.

I feel you pain, and I wish I could do something for you.
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Michael · Posted: Mon Aug 22, 2005 7:12 pm Post subject:

I contacted Sierra, and I got this response: