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Verizon Galaxy Nexus Jelly Bean Update Excuses Roll Out

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Yesterday, we told you about several of the responses Verizon has been giving to Samsung Galaxy Nexus owners in regards to questions about the device’s missing Android 4.1 Jelly Bean update. And now, we have another response from Verizon to share, which seems to be just another excuse in what is becoming a long line of them.

Two Verizon Galaxy Nexus owners yesterday told us about exchanges that they’d had with Verizon customer service representatives regarding the whereabouts of Android 4.1 Jelly Bean.

One owner was told that it was Samsung’s fault for the slow Jelly Bean update. Another told us that Verizon said that while he and other Verizon employees understood his concern about the update, he could not give him a firm release date only saying that Verizon expects a tentative release date soon.

Read: Verizon Galaxy Nexus Jelly Bean Update Release Date “Expected Soon”.

Verizon-Galaxy-nexus-Jelly-Bean11111

The Verizon Galaxy Nexus remains without Jelly Bean or any solid information regarding its release.

Today, another reader has sent in an email exchange he had with a Verizon representative after sending in an email asking about the availability of the Verizon Galaxy Nexus update and it looks like customer service representatives are being told to give Galaxy Nexus owners similar excuses as far as the update process is concerned.

Here is the latest email:

Hi [Redacted],

I definitely understand wanting to have the most updated software. It’s difficult to wait for something you know is available. I understand your frustration. My name is [Redacted] and I’m happy to provide you with some information about the update.

I would love to be able to push the update to your phone. It’s the manufacturer that makes the decision and pushes the update to your phone. Unfortunately, we don’t have any control over this. They haven’t provided us with any information about when they are planning to do this with the Nexus. I recommend contacting Samsung directly. You can reach them at 888-987-4357 or by visiting http://www.samsung.com/us/support/email/product/.

I trust this information has addressed your concern. Thank you for being a part of the Verizon Wireless family, [Redacted]. Have a great night.

Sincerely,

[Redacted]

Of course, this did not address his concern and it again, seems like false information (read: excuses) that Verizon is passing along to its customers. While Samsung may have a hand in the update, we know that due to a leak, the update is currently in the hands on Verizon for testing and not Samsung’s.

So it appears that in trying to help customers, Verizon is only confusing them about the update even more as we are being told that Samsung customer service representatives have provided zero information in regards to the update.

Read: Verizon Reps Blame Samsung for Slow Galaxy Nexus Jelly Bean Update.

And seeing how Sprint has released Android 4.1 for its Galaxy Nexus device, it appears that the blame rests solely on Verizon.

Though it will likely never admit that.

Thanks, ____!

17 Comments

  1. Brad

    09/11/2012 at 2:55 pm

    A tentative date makes me think they will soon announce a long wait… like November.

    • Rich

      09/12/2012 at 3:55 pm

      Okay people. Time to realize that just because you talk to a customer service rep doesn’t mean you’re talking to an official spokesperson of Verizon as an insider.

      Happy Verizon Nexus customer :)

  2. Marvin

    09/11/2012 at 3:18 pm

    Didn’t Google mention that all Nexus phones would be installed to 4.1 by the end of September? If this is the case, I can wait a little longer.

  3. David

    09/11/2012 at 3:40 pm

    Here is the latest response I received today from a Verizon employee admitting Verizon does have a drawn out testing process and possibly hinting at late September release date? See below:

    Hi David,

    I know how much a software update can improve a device, and having to wait forever can be quite a drag. I definitely understand where you are coming from, as I too am eagerly waiting the release of the Jelly Bean software for my Nexus. My name is also David and I would be happy to touch on when the software will release and why we do keep it quiet at times.

    When it comes to announcing the date of software updates, it can become quite tricky. As you mentioned, we test the new software with our devices non-stop until we are absolutely sure it will run smoothly. Once we have all positive tests, we then announce a release date and push the software out to our customers. Most times when software is release prematurely, it fails on a lot of customers leaving them quite upset.

    Rather than rushing the release of the software, we wait until we are confident it will work flawlessly. In order to maintain our best in the business status, we like to avoid any sort of potential problems. Pushing the software out faster than necessary is something we continuously like to avoid and with good reason do so.

    Therefore, we are typically the last carrier to get our software updates pushed out to our customers, but in my opinion, I would rather have my phone run smoothly than with several problems. Sprint started pushing the Jelly Bean software out today to their Nexus users. We do not have an official date as to when we will release it as it is still being tested, but usually we are soon to follow the other carriers. Based on my experience, I would imagine we get the Jelly Bean software pushed out towards the end of September.

    I apologize this is not the information you were hoping for, though I do hope you can see where we are coming from. I can certainly understand your want to go to the iPhone which I would not blame you at all. They are awesome devices that we carry and we have no problem with you migrating to one. I am fairly interested myself as to what will be different with the new one and am excited for Apple’s announcement tomorrow.

    Thanks for reaching out to Verizon Wireless and have a great rest of your week David!

    Sincerely,

    David

    Verizon Wireless
    Customer Service

    • Adam Isbell (@adamisbell)

      09/11/2012 at 4:44 pm

      This verizon guy would rather have his device working smoothly and wait for an update? So I guess he didn’t have a problem when all of us on verizon were waiting for the android 4.0.4 update? Because that fixed a ton of bugs the previous 4.0.2 had, there is no way he told people when they were waiting for the 4.0.4 patch that he would rather wait and deal with a buggy system for how ever many months they decided to wait then to have a fix put out to the public (and his phone apparently) immediately. Only reason I am sticking with verizon is because i have an unlimited data plan. Once verizon tries to force me out of it I am done with them.

      • VERIZON SUCKS

        09/11/2012 at 10:40 pm

        Unless you pay full price for your next Verizon POS phone you will not have an unlimited plan any more. Just one more of Verizon’s BS ways of treating their customers

  4. Tristan TheInfamous McCormick

    09/11/2012 at 3:45 pm

    If you guys want the update just flash the zip it’s on droid life its very easy and responsive

    • Cindy

      10/21/2012 at 5:49 am

      Thanks for the detail on how to do that

  5. nexus

    09/11/2012 at 5:55 pm

    I’ve dealt with plenty of Verizon updates in the past and they had plenty of bugs. So their drawn out testing doesn’t meant bunk. jesus how many excuses can they come up with?

  6. Jman87

    09/11/2012 at 6:48 pm

    I’m calling it: cm10 will beat Verizon’s jelly bean to the nexus.

  7. Chris Rogers

    09/11/2012 at 8:03 pm

    This is what Verizon really wants to say. Shut up and stop complaining you will get the update when you get it or not at all we have more important phones like our Droid line to worry about. Its not like you will leave us any way so we still getting your money and if you do leave we will get your ETF money. And then 100 new customers will take your place.

    Thank you for contacting Verizon. Have a wonderful day:D

  8. Bob

    09/11/2012 at 8:12 pm

    Lets go back in time, even before the i-phone when Verizon would only offer the Crappiest phones and it would take a whole year for verizon to put a new model on there store shelfs, it amazes me how Verizon is still in business, this is the last straw i am dumping them and moving to another carrier damn it!!!!!!! i am hoping that someone will invent a new way to communicate and will catch verizon off guard just like blackberry, Palm, Nokia

    • Solitaire

      09/17/2012 at 12:48 am

      Stay away from AT&T, they honor their contracts up untill their legal department figures a way to weasel out of them. If Sprint or T-Mobile serviced my area I would have went with them since they are 3rd & 4th they still have to take care of their customers & now both have unlimited 4G (where available in like 7 states, 30 counties & 45 cities…:(…)

  9. inerdtia (@inerdtia)

    09/11/2012 at 10:15 pm

    4.0.4 f’d up tethering, I have since lost faith in Verizon, Android, and Google. Good thing the 4G iPhone is coming this month.

  10. VERIZON SUCKS

    09/11/2012 at 10:37 pm

    Another one of versions blatant LIES about their POS Nexus. Will not buy another Verizon BS phone and seeing how Google is fine with their LIES this may just be my last android powered phone. Just goes to show you open is no more open then the dictator running the show.

  11. galaxy

    09/12/2012 at 7:58 am

    They are counting on us laying our eyes on the new Nexus phone, rumored to be out sometime this fall, and forgetting all about their abysmal record of providing timely updates, as our eyes glaze over in lustful abandon, and we fall over ourselves rushing to our nearest Verizon retailer to purchase this new technological wonder.

  12. Keith

    09/12/2012 at 2:27 pm

    Here is the latest response I received after filing with the BBB- they seem to be throwing Samsung under the bus.

    September 10, 2012

    This is in response to the above-referenced complaint filed by Mr. R received by Verizon Wireless on September 10, 2012. Mr. R states that his phone is not being updated in a timely manner. Mr. R also states that the Android operating system is not being updated to current standards as outlined by his contract. Mr. R is upset the GSM software update has been released but not for the Verizon Wireless CDMA Samsung Galaxy Nexus device.

    In a rebuttal, Mr. R states that all other carries have provided the update and Verizon Wireless’ update is not timely. Mr. R states that Verizon Wireless lied to him and that Google and Samsung are not holding back the updates. Mr. R asserts that this is a breach of his contract and is requesting to have his operating system updated.

    After receipt of Mr. R ‘s complaint, I reviewed her ( HIM) FORM LETTER!!!! account number ending in XXXXXX. I called Mr. R and apologized for his inconvenience. The software release for the Samsung Galaxy Nexus is scheduled to be released soon, but the exact date of the software release cannot be provided to Mr. R due to proprietary reasons. Verizon Wireless does not write the software for our handsets.

    While it is true that the Jelly Bean has been released for the GSM Galaxy Nexus device models, CDMA networks may require additional work to modify software due to the radio technology. While Verizon Wireless does not write device software for handsets, we do assist in any way we can to provide robust software build testing for our partners. In the meantime, we are doing everything we can to assist Samsung in this regard. Verizon Wireless appreciates Mr. R’s patience regarding this matter and business.

    In response to Mr. R’s rebuttal, I contacted him again and thanked him for his patience and continued loyalty. I previously advised the customer the update would be out soon but could not give out the exact time frame due to proprietary reasons. In addition, Mr. R was issued credit for data in the amount of $ as a courtesy for a long time customer for customer satisfaction. Unfortunately, I was not able to provide an exact date for the software release for proprietary reasons.

    If there are any questions, comments, or concerns regarding this matter, Mr. R may contact me directly xxxxxx

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