Calling in about eris problems.

[Ratchet]

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.

Call them back and get a supervisor on the phone. Explain your issues with the phone AND with customer service.

As far as dumping you over to HTC, make him aware that Verizon stuck their logo onto the phone and you expect helpful assistance in some form.

 

[mikeyonline]

Heard back yet again from a fourth person, actually tried to call me, Pretty much told me to go in and speak with someone at a local store.

 

[Erisdenile]

I just gave up, When I get a job this december Im probly gunna switch over to sprint for Evo 4g. better than this phone that has gone down the toilet cause verizon didnt take the time to test with a fine toothed comb over this update. If cant go to sprint then I can always upgrade in september 2011 ><

 

[likwidsoul]

Don't get the evo I just got my droid today. Its rooted overclocked to 1ghz has froyo and blew the crap out of my boys evo in benchmarks

 

[mikeyonline]

Well...I went to a store they wouldn't budge. So I said fine send me the replacement eris. I play ball and when this one start having issue I'll start this all over again. In the long run this will just cost verizon more money....

 

[donshell]

Here is an update on my drama with Verizon. On Friday, I sent the an email to all the exec that are listed on the Verizon website explain all the problems with the phones, CS, and tech support. I also highlighted that I went into a store for help and they were not even aware of a problem. ( I think that was a lie). Yesterday, the assistant to the director of the Midwest region phoned me and I explained my whole 5 month drama with Verizon. He asked what I wanted him to do and I told him by Friday I needed a phone that worked the way it should because right now all I had was a mini laptop computer that was posing as a cell phone. So he offered a brand new phone if I would start my contract over. I told him that was fine because I was only 4 months into the new on anyway.

 

[droidsquire]

my VZ call success

so i called VZ the second time today. emailed support as someone else suggested first. got an email back to call the 800# which i did.

call #1 -they had me do a *288 option 1 -reprogram, which i did. They called me back the next day to see if the phone was working better. Since the silent bug had not yet happened again, i did not call back.

silent bug hit me twice over the weekend, so i called VZ again today. CS asked what i had done, i said hard reset, and reprogram.
basically i was very nice and explained that the phone won't work as a phone almost every other day and it is not acceptable to me to have to turn it off everytime it acts up.

tech support asked me to hold to see if there were any audio issues. w/i 30 seconds she comes back on and says it's a known issue (i was shocked, as in the past they always had played dumb), and said that HTC is aware of it and is working on a software patch to be released, but she could not give me an ETA on when.

then she said that she wanted to resolve my problem and offererd a replacement (Non eris phone)

I think perhaps that they are either out or low on eris's (or even re-ferbs for that matter)< or that they realize that swapping eris for eris is a money drainer for VZ.

She asked what features i liked and, trying to get an incredible, said i liked android, non-physical keyboard, and not square or boxey like the motodroid.

she offered me a moto devour right there on the spot. I suggested an incredible and she said that a lot of other HTC phones have the same issue, so she wanted to keep me away from the same experience.

she also said that it i was interested in windows mobile or palm OS she would work with me.

So, the outcome was more than i was expecting and now have the opportunity to return the eris and get something else..just not sure what that something else should be.

anyone played around with the devour?? thoughts? what other device should i be looking at, since the incredible is really the only one close to the eris??

good luck all - i think VZ is realizing that the eris is bugged.

 

[mikeyonline]

Sounds like what I got into, Went to the store last Friday at noon, 2 day fedex shipping I should have received a replacement Eris yesterday, If it's not there today when I get home from work VZW is getting a call from me...

 

[Trophias]

Be persistent about the Incredible. From what I can tell, my friends Incredible is nothing like the Eris and it doesn't have the problems that the Eris has.

 

[JoshH1]

Well I just called, and the guy didn't even know that 2.1 was already on the Eris.

All he offered me was a referb Eris and told me if I wanted to try for a new one to call HTC. I really don't want another Eris because I know it's gonna happen again, ugh. Guess I'll wait and see.

 

[Trophias]

Email Verizon. It's better than the call centers.

 

[JoshH1]

I emailed them last night. Got a call today, but all they would do was give me another Eris. Wouldn't budge on anything else.

 

[sugarhi980]

I just got off the phone with Verizon about dropped calls, bad audio quality and incredibly slow response time in making / receiving calls. They just told me to hit ###"send" whenever I drop a call so that they can log the dropped calls. I asked about the audio quality and they said it's a known problem with HTC and Google and they are working on a patch. I then asked about the slow response (missing calls because I couldn't unlock the darn thing) - after beating around the bush for a while, they are sending me a new Eris. I really hope this fixes the problem because I like the smaller size of the Eris, but if I get the same issues I will try to finagle (sp?) my way into an Incredible. My husband has a Moto Droid and he has never had these issues, but I'm not a big fan of that phone. I'm keeping my fingers crossed that the new Eris works well.

 

[somdfisher#AC]

I'm getting my third eris in 2 days. I've done the email thing and I went in the store today. Frustrating.

 

[Ratchet]

I'm getting my third eris in 2 days. I've done the email thing and I went in the store today. Frustrating.

If/when your third device fails, they'll probably offer you a different phone (refurb) at no cost. Seems to be the going thing. I was in the same boat as you and as soon as I called in regarding issues with the 3rd replacement Eris, they pretty much immediately offered me several other device options. Naturally I choose the farthest from the Eris.

 

[mikeyonline]

Just called vzw, my 3rd replacement eris is on the way...vzw won't even talk to me about getting a different phone until you have three of the same model. I asked about an LG alley today...

 

[Ratchet]

Just called vzw, my 3rd replacement eris is on the way...vzw won't even talk to me about getting a different phone until you have three of the same model. I asked about an LG alley today...

I feel your pain there Mikey. All and all, my experience with VZW customer service was pleasant. During the multiple Eris handset replacements I went though, the time I actually spend on the phone each time was under 20 minutes. The only thumbs down I could give was when they sent me a different handset model which they forgot to send a battery cover and charger. Spent 5 minutes on the phone and they had the missing accessories waiting at the local VZW store waiting for me. Well, the charger was in stock, but battery cover came next day.

 

[mikeyonline]

Can't complain about the customer service, they have to jump through the same hoops that we all do. I figured I would have to go through at least 3 Droid Eris's before I can switch. They sent me to level 2 right away today which was nice. They level 2 guy want to wipe my phone, I asked for a replacement.

 

[Ratchet]

Mikey, when you get to tech support, explain to them that you've already been through battery pulls, factory resets etc... Will save a lil time.

 

[twizler3]

Reply over 2000 Characters

I have written up an email regarding the Eris and all it's problems but it's over 2000 characters. Does anybody know the email address for VZW since I can't send it through the support page.