Calling in about eris problems.

[Erisdenile]

Well i got another email at 6:01pm central while at dinner with family and he said that my manufactor's(bad spelling ) warranty doesnt cover phone replacement, I was thinking cool but you didnt make the phone, you sent the update out that messed my phone up, replied by saying that I cant afford this because I excessivly use my phone on Fridays and Saturdays and cant afford to miss a call due to this issue and am willing to pay the difference of the new phone compared to eris, didnt really want to talk to him over phone so I told him to just email back cause I have trouble hearing ringtone sometimes.

 

[GTvert90]

Can you by chance post a copy of what your originally emailed them? We'll see if mine turns out differently.

 

[mikeyonline]

Well I just heard back from VZW, apparently I can have my phone replace with another Eris and all the issues I'm having are not known to Verizon. I pointed out in my reply that a quick google search on any of the issues pulls up multiple results of people having issues.
I also pointed out that if its the same phone with the same software and hardware, what says I wouldn't have the same issues. He also told me to contact the tech number. Which I totally ignored.

 

[likwidsoul]

Well guys I got my refurbished Eris today. As soon as I activated it I started to investigate. I found 4 of the same problems I had with my old one within 15 min of turning the phone on. I then called cs and ran through the problems with them. I was transferred to tech support. After an hour I talked to a supervisor. They told me that the warranty only covered a same model replacement. I told them it was statistically impossible for me to get 2 phones with the same problem and it be isolated to just those phones and explained that I understand that the warranty only covers a same model replacement but then asked what their customer service covered. I asked if I was supposed to be unhappy with me phone for another 20 months because of an update they pushed to my phone. She said no and then offered to replace my Eris with another phone of similar quality. So I didn't get an incredible but I will have a MOTO Droid as of Wednesday. I said thank-you and hung up the phone. So all I can say is be polite and persistent and you will get something. It might not be the incredible but it will be better than the Eris. So within the next 2 days I will be saying goodbye to the Eris forums and hello to the MOTO Droid and next month I will be basking in sweet froyo goodness.

 

[GTvert90]

Thats why you mention how you love sense and can't stay the physical keyboard because you have big thumbs.

Maybe I just sweet talked my supervisor better than you

 

[Trophias]

Hey, someone asked about posting the email I sent to them. I can post it, but I will be editing out some details about my account, names, etc.

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 have had my phone replaced numerous times with the same issues that have not been recorded in the notes that they put into the account details and they keep saying to contact the manufacture of the phone. For what it is worth, I will not be accepting a "certified like new device". I know that these phones are defects within the production line that are fixed and sent to the carriers. I would like to have a phone with the same specs, including the sense UI, as well as no Physical Keyboard. I would like to speak to someone higher than the supervisors that I have been talking to. So if you could please contact me by phone preferably, I could explain the problems with each of the phones that I have received.


Thanks,
~Chris ***** (I am a manager of the account)

 

[likwidsoul]

Oh well I would rather get my phone in a few days than in a month lol but beggars can't be choosers

 

[mikeyonline]

Well heard back from VZW again tonight, they offered to replace my eris with a like new device of the same model.

I quickly wrote back and said that replacing a phone I purchased brand new with a used phone was unacceptable to me.

 

[Erisdenile]

Did the same thing, got an email today from a different person saying pretty much what the first person said that replied without answering my question of whether or not I can pay the difference to get a different phone. Told her that I understand the limitations of customer service and if they cannot solve my problem if they can give me the email of someone who can.

 

[mikeyonline]

Well heard back yet again, Now I'm being passed off and being told to go to a store.

 

[donshell]

I am having the same problem. When i spoke to a supervisor on the phone today, he told me that a fix it coming but no one know when. When I asked what am I suppose to do until the fix comes, he offered another phone on a different platform and told me that that no phone is perfect and to expect problems.

 

[likwidsoul]

I got my Droid today. Or atleast I thought I did. I got the back cover, battery, and charger for the Motorola Droid in one box and when I opened the box with the phone in it to put the battery in it was another damn Eris. Lol called cs and will have my MOTO Droid tomorrow. So don't give up and don't let them pawn off a device of another platform. They should at least give you a Droid.

 

[Erisdenile]

This is pissing me off. Replied to the CS email for past week, 3 times got a different person saying the exact same thing that had nothing to do with what I replied with, I told them to give me their supervisor's email and then went to verizon and sent an email saying how aggravated I was with CS.

 

[likwidsoul]

I know they can be very frustrating at times but hang in there. I did both email and phone calls. I had more luck with the calls than with email. When you call just ask to speak with a supervisor. The regular techs will just say no and try to send you another Eris. Tell them you are considering switching carriers because of the problems you've had with cs and the phone.
I didn't out right say I would but I hinted enough at it. I wish you all the luck. I can't wait for my Droid . After all the problems I had with the Eris it will be nice to have a reliable phone again.

 

[xesso]

I got my droid yesterday. You just have to tell CS that another eris is not going to work for you and you would like a different phone. Don't be rude just firm. And when they offered me the moto droid I jumped on it, maybe if I played hard to get I would have got the DInc but I didn't wanna take any chances.

 

[likwidsoul]

See what I mean it feels like its raining miracles.

 

[doogald]

And when they offered me the moto droid I jumped on it, maybe if I played hard to get I would have got the DInc but I didn't wanna take any chances.

Considering that the Incredible is now back-ordered until late July, you were probably better off settling for a Droid.

 

[mikeyonline]

Wrote back yet again...Hinted that I may start looking at other carriers and mention that I will tell my experience to my company's account administrator and strongly suggest looking at other carriers.

 

[Erisdenile]

So emailed them yesterday saying Im very aggravated with customer service, they havent helped me in any way with this problem. Got email at 8 saying their gunna call me (told them to email me) at 9 am. They arent even answering anything I said before. What should I do?

 

[chimpsnest]

I also emailed them, stated my issues and waited for a response. I told them all the things that were wrong and was hoping I could get an early upgrade somehow. They responded back that if I'm having bluetooth problems I should back it all up and then do a hard reset.

I responded back that A. I never even mentioned the word bluetooth in my initial correspondence and that B. As I DID mention in the initial contact I've already done a hard reset. They responded back, basically that I'm SOL, there is no way to go back to 1.5 (officially anyway) and that they believe HTC is working on the known issues.

I had let them know that I visited tech, in person, and they told me I should get in touch with HTC with my problems as there is nothing they can do for me. I find that crazy, I mean if something goes wrong w/your factory installed software on a computer you buy from, say, Gateway or Dell, you don't call the s/ware company, you just don't.

I loved this phone, and now the thing that drives me the most insane is the lag, the terrible, terrible lag. My buddy has a Hero and doesn't have the issues I have. Wonder why?