Verizon Reps Blame Samsung for Slow Galaxy Nexus Jelly Bean Update

It has been several weeks since the Android 4.1 Jelly Bean update first started rolling out and several days since Sprint Galaxy Nexus owners started to see the update trickle out. The last Nexus device slated to get the Jelly Bean update is the Verizon Galaxy Nexus though Verizon remains silent about its release date and utterly confusing about its plans.

Over the weekend, I received an email from a reader who had a conversation with a Verizon representative about the Galaxy Nexus Android 4.1 Jelly Bean update. And while it doesn’t shed any light on the Jelly Bean update’s release date, it does show how poorly Verizon is handling the entire situation.

Instead of offering any release date information, an apology, or a short terse answer about how the company will provide details when it can, the company instead seems to be taking a different stance, one that points the finger at Samsung being the reason why the update is taking so long to roll out.

Read: Verizon Galaxy Nexus Jelly Bean Update Leak Now Easier to Install.

galaxy-nexus-review-7-620x488

Verizon has told Galaxy Nexus owners to ask Samsung about the Galaxy Nexus Jelly Bean update.

In response to an email regarding the unreleased Verizon Galaxy Nexus Jelly Bean update, here is what Verizon had to say:

Advertisement

Dear <name>,

I can certainly understand your desire to have the latest software version on your Samsung Galaxy Nexus. My name is [Redacted] and I would be happy to address your concerns as to why the software has not been pushed out.

All software updates for Android start with Google who then release it to the manufacturer. The manufacturer in this case being Samsung who would then test the software with their devices before releasing it to Verizon Wireless. I apologize this software has not been released and recommend that you contact Samsung for information related to a software available date 800-SAMSUNGĀ (800-726-7864).

In conclusion, I have addressed your inquiry on a software push for the Nexus and provided a contact number for Samsung. Again my name is [Redacted] and I make it my goal to provide exceptional service. Thank you for your loyalty and being the best part of Verizon Wireless, our customer.

Sadly, this is not the answer this Galaxy Nexus owner was looking for, especially after he said that he would not buy a Verizon smartphone again after this debacle. We don’t blame him.

One, the answer is uncalled for and a dead end for customers. Customer who do call Samsung will be given zero information and will likely be told to get into contact with Verizon, who as we see, will have nothing to say about the software or its release date.

Read: Verizon Galaxy Nexus Officially Last Nexus to Jelly Bean.

And two, this service rep’s information seems to be flat out wrong because we know that Verizon is now testing the Galaxy Nexus Android 4.1 Jelly Bean update right now. How do we know that? A leaked Jelly Bean test build from Verizon for the Galaxy Nexus leaked to the surface earlier this month.

So while Sprint Galaxy Nexus owners are enjoying Jelly Bean, Verizon Galaxy Nexus owners have to deal with an unclear situation, made even more unclear by its (likely misinformed) customer service representatives.

Advertisement

At this point, Verizon would be wise to step up to the plate and give Galaxy Nexus owners some concrete information about the device’s Android 4.1 Jelly Bean update because I don’t it’s winning anyone over with what it’s telling people right now.

Comments

  1. TheTruthSquad says

    You should own a Motorola Bionic if you think this is a sad story. It was released a year ago and we are not even on ICS. Six months ago, Motorola said it would be released in the “early 3rd quarter” which means July. It is now the “late 3rd quarter” and still no update. There have been leaked updates for the last two months and still not a word from Verizon except one rep said “in September”, however he did not say which year in September.
    The only thing holding Verizon together is their 4G coverage. The other carriers will eventually catch up and then maybe Verizon will make an attempt to service their customers..

  2. DragonStrom says

    This is the latest response I got from Verizon regarding the same subject

    “apologize for the inconvenience you have experienced by not receiving the Jelly Bean update. My name is Chris and you reached the right person as I can definitely take care of this for you!

    I agree with you that with this device, software updates need to come out faster. After checking with my sources, I am happy to confirm that a lot of employees share your concern as well. From what I was told, a tentative release date is expected soon as they wanted to ensure all of the services and features provided in any update we provide fully work with the Verizon Wireless network. From experience, we do heavily test an update to not only ensure it works as expected, it also allows us to update our network for better support if needed. “

  3. galaxy says

    wherever I see headlines for “updates delayed”, it is usually Verizon that’s involved. I guess when you are the biggest, you can jerk around your customers without too much effect on the bottom line. They become arrogant ,untouchable and lack any sense of urgency. They can’t even get their customer service reps on the same page. I guess they are just counting on us being good little sheep and buying a new phone and keeping our mouths shut.

  4. Coffee Drinker says

    So VZ markets Google new phone to the large group of customers renewing their two year plan. Despite being grandfathered into unlimited data I’m done with VZ’s bs after this next year . I wonder how many customers will jump ship after jumping on the promotion of this flagship phone lol.

  5. Patrick Hoyman says

    I am for one, very upset about this. I seriously cannot believe that we as Verizon customers are the last…. The last to get this update. I got this phone because I was and I’m sure all of your were too, under the impression that it was going to be a “pure” Google experience. Well it isn’t. The 1st disappointment came when I powered on the device and found bloatware. The 2nd was how long it took for a bug fix update to be released. Now we’re all being strong armed into dropping our grandfathered unlimited data plan. If you want to upgrade without paying full price for a phone you must “upgrade” to a data share plan. Not much of an upgrade as apparently I fall into the quote unquote 1% that uses more data thus needing unlimited data. I do not have high speed Internet but I do have 4G so I pay for tethering which gives me exceptional Internet service with this. Now this update that is taking forever to come out. This is not what I signed up for in the least bit. With having to pay full price for a new phone when my upgrade time comes its worth it for me to just switch to another provider and pay to end my contract. namely to sprint for they have unlimited data and they serve my area, not to mention they seem to have it together more or less better then big red. I am calling Verizon today to see what story I get.

  6. Kevin says

    How can they say Samsung hasn’t completed it’s testing yet when the Spring version is already out?? I mean sure the hardware isn’t EXACTLY the same but it’s pretty damn close. If they finished the testing for the Sprint phone already (and then Sprint did their testing), how can they honestly expect us to believe they haven’t even gotten the build from Samsung yet….which as you point out above we KNOW is false.

    Fucking Verizon.

  7. DroidDoesNextNexus says

    I never run stock, so VZW can take as long as they want! And remember, the .05% of VZWs customers who care about these updates don’t really touch their bottom dollar cares (oddly worded, I know). I agree that VZW should make updates faster, but if we are talking about any Nexus device, well if you weren’t going to use it like its supposed to be used (rooted & running a ROM), then why did you buy a Nexus device? They are never the most powerful or most up to date.

    • SteveA says

      You are correct. Nexus devices are open for easy modding / romming. If people are scared then buy a Motorola device. Oh yeah, fuck apple :)

    • RootedandLoveIt says

      I completely agree with you about the number of VZW customers who actually care about these software updates, and because of that, VZW will take their sweet little time releasing them. Maybe there’s good reason, maybe there’s not, but when most of your customers don’t care… you don’t care. :-)

  8. VerizonSucks says

    http://forum.xda-developers.com/showthread.php?t=1728555

    The rep is wrong in the unique case of the nexus phones. Yes, for most phones, it is the manufacturing company like Samsung, Motorola, HTC that delays the updates. However, the Galaxy Nexus does NOT go through Samsung for updates if you are on Verizon. That is the POINT of having the “Nexus” experience which Verizon has themselves ruined. What was promised by the Nexus Experience was that google would handle updates directly; then Verizon decided…yeah we’ll get in the way and delay the updates for months while we test ourselves. Straight BS

  9. Mike says

    This is exactly why I switched to Sprint. Verizon is too big for their own good. They have lost sight of what is important, their customers!

Leave a Reply