On the phone with tech support right now. Called because I was having issues with the "like new" phone they replaced my original Eris with. When I asked how many Erises I would have to go through before they give me a different phone, he said "as many as it takes". They "don't do that anymore" according to him. Well, that's just frustrating. I am willing to give it a try with this 3rd phone. If it doesn't work I will insist on speaking with a manager. I tried emailing corporate, but just got a response saying to factory wipe my phone and to call customer service if that doesn't work. Gee, thanks.
Calling in about eris problems.
- Thread starter Erisdenile
- Start date
Good luck, I just got the same response from victor who was a supervisor but was unable to pull my phone up to see what was going on with it (getting stuck in 2g). Was told that I could only get the same model and he was unable to give me a different phone. When I pressed him and he said that it was fine that I cancel my service. To which I said so you think it perfectly fine for me to keep calling in with issues.
i emailed and called relentlessly they offered me balckberrys but no droid i kept at it... got thedroid but had to pay for the battery and back cover its comming tomorrow... BE VERY VERY NICE.... do not get mad explain to them how its unacceptable stay calm and wait for them to offer you somthing do not ask for anything free just say you want a soulition
I sent an email to my local area president, his assistant sent me an email asking for my mobile number and a number they could call me on during the day, Gave her the info hoping someone calls soon. My friend did the same and got a moto droid for $160. CS also told me I could cancel my service and restart new contract but I would have to pay my termination fee, I said no thanks cause I didn't have $500+ laying around.
Turns out the corporate guy wasn't much help. he offered me ANOTHER Eris with 1.5, I explained that I did have some problems with that as well. Told him I would even be willing to pay like $150 for a new Dinc, He wouldn't budge. So I am looking for anyone selling a Dinc and is willing to give me a good price, and am also looking on Ebay.
Tallas, Root your phone and put either 2.2 on it. I gave up on VZW trying to solve my problems. I run 2.2 on my rooted eris and
root your phone and it will solve your problems..that's what I did, now I have froyo. You can download an app to root your phone it's that easy. For roms go to xda-developers.com eris/ android development
Mine has a leak on it already for 2.1 It's going to take unconventional methods to root it it looks like.
root for leakers
yea i got a refurbished leak..it's rooted running cyanogen mod 2.2. for rooting info for leakers xda-developers.com
yea i got a refurbished leak..it's rooted running cyanogen mod 2.2. for rooting info for leakers xda-developers.com
so ya verizon is losing points with me right now... this coming tuesday ill be getting eris # 5 (6 if you count the brick they mailed me and had to replace as well)... same issues. random screen switching. faulty track ball. severe lagging out and force closing on everything. terrible battery life since update (not really their fault i guess).
after me calling this many times, youd think they would just upgrade me for free... well my contract ends this novemeber and right now i can see verizon might not be getting my renewal dollars...
after me calling this many times, youd think they would just upgrade me for free... well my contract ends this novemeber and right now i can see verizon might not be getting my renewal dollars...
Recently rooted my eris with KaosFroyo V32 last weekend after having several lag issues with it stock while in ADW, Launcher Pro, and Sense. I love it so much now this is what it felt like for me it seems when I got the first 2.1 update on my original eris before the trackball issue. I highly reccomend rooting to anyone who wants to, running 710mhz/245 and rooted using the "dumby" root. Only thing i can complain about is severe lag while using livewallpapers and battery power is a little less than pre root
When you call/send an email, you need to be as polite as possible and not have a trace of being angry in your email, and you'll go further.
One of the guys in this thread started an email with this...
"Hello, I would like the contact number for Verizon Corporate. I am having a bunch of problems with several of your call centers. Some of which include: Incorrect information, Unreliability, Hostility, Lying to the customer, Incorrect tones with the customer, hanging up on the customer, Unwillingness to cooperate, Repeating the same information, and a ton more."
I know if I were a CS rep, I'd basically tell you to go **** yourself, because in that beginning part, you sound like a condescending prick. With that being said, I have an Eris, I have a 4th one I got on friday sitting here on my desk I'm sending back Tuesday (never even activated the phone), the same day I'm getting my replacement Incredible in the mail.
So yea, I am going from an Eris to a Incredible, and here is how I did it...
Every time I needed a replacement, it was for the same thing (Trackball issues). I would call up, say it was bad, and they would have a replacement in the mail in two days. Done and done. I never ever said a damn thing like 'ARGG I NEED A NEW PHONE THIS SUCKS ARGG SWDFSDFSD", and for two reasons.
1: Everything involving the phone and the warranty is supposed to go though HTC, Verizon is acting as a middle man to make it easier for us.
2: I didn't want to sound like an entitled prick...
In the meantime, I wrote an e-mail to Verizon customer service about how I keep having these problems, it's a hassle always restoring my phone, but not once did I mention anything about any type of upgrade. At the end of the email, I said sorry for the long rant, sorry if I came across as rude at all, and if they had any kind of trackball-less Eris phones (I know there isn't, but still...). The end of the email, I once again said I have NEVER had a problem with any verizon CS and I am extremely pleased with how I have always been treated.
So I send the e-mail, and I get a call the next day saying how she read my email, and could understand my issues, and thanks for being polite, then she said this, verbatim, "I noticed you asked about the incredible back when you first started your contract. Want to be upgraded to one for free?" I of course said yes, we got it all done, and it was shipped. I asked for her name, talked to her supervisor about how she was an absolute help, then we hung up.
I got the tracking number the next day, and it'll be here tuesday (Was two day shipping, but weekends and the holiday coming up).
The whole point was I was never condescending, never sounded like I needed an upgrade, I just tried to work with them in the most respectful manner I could, and it worked for me.
You always catch more flies with honey rather then vinegar. Now I realize that not all of your experiences will be as good as mine even if you're the most kind and understanding person in the world, but starting an email with "Hello, I would like the contact number for Verizon Corporate. I am having a bunch of problems with several of your call centers" never ever pays off.
One of the guys in this thread started an email with this...
"Hello, I would like the contact number for Verizon Corporate. I am having a bunch of problems with several of your call centers. Some of which include: Incorrect information, Unreliability, Hostility, Lying to the customer, Incorrect tones with the customer, hanging up on the customer, Unwillingness to cooperate, Repeating the same information, and a ton more."
I know if I were a CS rep, I'd basically tell you to go **** yourself, because in that beginning part, you sound like a condescending prick. With that being said, I have an Eris, I have a 4th one I got on friday sitting here on my desk I'm sending back Tuesday (never even activated the phone), the same day I'm getting my replacement Incredible in the mail.
So yea, I am going from an Eris to a Incredible, and here is how I did it...
Every time I needed a replacement, it was for the same thing (Trackball issues). I would call up, say it was bad, and they would have a replacement in the mail in two days. Done and done. I never ever said a damn thing like 'ARGG I NEED A NEW PHONE THIS SUCKS ARGG SWDFSDFSD", and for two reasons.
1: Everything involving the phone and the warranty is supposed to go though HTC, Verizon is acting as a middle man to make it easier for us.
2: I didn't want to sound like an entitled prick...
In the meantime, I wrote an e-mail to Verizon customer service about how I keep having these problems, it's a hassle always restoring my phone, but not once did I mention anything about any type of upgrade. At the end of the email, I said sorry for the long rant, sorry if I came across as rude at all, and if they had any kind of trackball-less Eris phones (I know there isn't, but still...). The end of the email, I once again said I have NEVER had a problem with any verizon CS and I am extremely pleased with how I have always been treated.
So I send the e-mail, and I get a call the next day saying how she read my email, and could understand my issues, and thanks for being polite, then she said this, verbatim, "I noticed you asked about the incredible back when you first started your contract. Want to be upgraded to one for free?" I of course said yes, we got it all done, and it was shipped. I asked for her name, talked to her supervisor about how she was an absolute help, then we hung up.
I got the tracking number the next day, and it'll be here tuesday (Was two day shipping, but weekends and the holiday coming up).
The whole point was I was never condescending, never sounded like I needed an upgrade, I just tried to work with them in the most respectful manner I could, and it worked for me.
You always catch more flies with honey rather then vinegar. Now I realize that not all of your experiences will be as good as mine even if you're the most kind and understanding person in the world, but starting an email with "Hello, I would like the contact number for Verizon Corporate. I am having a bunch of problems with several of your call centers" never ever pays off.
success
So, I am posting this from my new Incredible. After receiving 2 replacements and speaking with numerous cs reps, I asked if it would be at all possible to get a different device. The rep said no, and I asked politely if I could speak with a supervisor. She said they would tell me the same thing. I just said that's ok, but I have to try everything I can because this phone isn't working for me. The supervisor put a ticket in to investigate the network for my phone. Once they determined it was the phone, the tech who called me put a note asking if I could get a different device (since he had no power to do so). I got another call the next day saying I could exchange my phone at a Verizon store, and that they did an internet search & discovered these are common issues with the Eris. In a perfect world, I would have a Droid x right now, but since it was an HTC mfr warranty, they could only give me another HTC. And I'm very happy to finally have a phone that works. Patience and a willingness to jump through hoops were key. They have to exhaust every option they have before handing out free phones.
So, I am posting this from my new Incredible. After receiving 2 replacements and speaking with numerous cs reps, I asked if it would be at all possible to get a different device. The rep said no, and I asked politely if I could speak with a supervisor. She said they would tell me the same thing. I just said that's ok, but I have to try everything I can because this phone isn't working for me. The supervisor put a ticket in to investigate the network for my phone. Once they determined it was the phone, the tech who called me put a note asking if I could get a different device (since he had no power to do so). I got another call the next day saying I could exchange my phone at a Verizon store, and that they did an internet search & discovered these are common issues with the Eris. In a perfect world, I would have a Droid x right now, but since it was an HTC mfr warranty, they could only give me another HTC. And I'm very happy to finally have a phone that works. Patience and a willingness to jump through hoops were key. They have to exhaust every option they have before handing out free phones.
LOL. They had to do an internet search for that? I realize that Verizon reps have to support a lot of phones, but I have to believe that the Eris's problems are well known to them by now.
Being nice and persistent does work. 3 e-mails and 4 calls later I have a new Droid X coming next week. Early upgrade! 
I had really good luck after alot of patience and persistence.
It took for me to be on my 3rd Eris and having problems for verizon to finally switch me to a Droid 2. (For free on top of that)
I had to make about 7 separate calls to Verizon's tech support and after the last phone gave me problems I insisted on speaking with a manager. Well the manager gave me the same old story.
I then emailed Verizon corporate and received a response the next business day from a nice lady in the corporate office informing me that they would be more than happy to exchange my Eris with a different device. She then told me that I would be receiving a Droid 1 or 2. I got my shipment notification tonight and a separate email confirming that a certified pre-owned Droid 2 was on it's way.
So basically, if you're persistent and patient enough to demonstrate to Verizon that you're giving the Eris a good honest try, they will work with you. Always be respectful and try to stay away from saying anything negative about Verizon's policies or customer service. After my third Eris, I made it clear that I wanted to be switched to a different phone even if I had to pay for an early upgrade. In the end, persistence and politeness paid off and I didn't have to pay a damn thing.
For those of you that are wondering, here is the corporate email address that I used: 'lowell.mcadam@verizonwireless.com'
It took for me to be on my 3rd Eris and having problems for verizon to finally switch me to a Droid 2. (For free on top of that)
I had to make about 7 separate calls to Verizon's tech support and after the last phone gave me problems I insisted on speaking with a manager. Well the manager gave me the same old story.
I then emailed Verizon corporate and received a response the next business day from a nice lady in the corporate office informing me that they would be more than happy to exchange my Eris with a different device. She then told me that I would be receiving a Droid 1 or 2. I got my shipment notification tonight and a separate email confirming that a certified pre-owned Droid 2 was on it's way.
So basically, if you're persistent and patient enough to demonstrate to Verizon that you're giving the Eris a good honest try, they will work with you. Always be respectful and try to stay away from saying anything negative about Verizon's policies or customer service. After my third Eris, I made it clear that I wanted to be switched to a different phone even if I had to pay for an early upgrade. In the end, persistence and politeness paid off and I didn't have to pay a damn thing.
For those of you that are wondering, here is the corporate email address that I used: 'lowell.mcadam@verizonwireless.com'
Honestly I gave up with Verizon, Ive thought about it, a couple times to try and call them again saying how phone is slow (after unroot) but i dont think i would get anywhere. Im eligable for an upgrade 9/2011 and by then I will probly get a tegra dual core LTE phone, maybe the LG star or IncHD.
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