Frustrated

[tillerman]

I have had my Eris since Jan. I am on my 3rd replacement and 2nd in 3 weeks. My first one VZW just kept making excuses and wanting to do factory resets and delete apps because in their words that was the problem. The tech guy on the phone told me that they could only replace it with another eris again so here I sit with another POS that continues to lock up. I have been unable to make calls 80% of the time. What a joke!!! On average I have to remove my battery 3-4 times a day to get it to work. Help??????

 

[cubswin326]

I still have my WinMo Samsung Omnia I910 for VZW and am on my 8th replacement in slightly over 16 months. I have conceded that I will never receive a different device. At one point they offered to move my upgrade date up, I would receive the two year price and pass up my New Every 2 $100 additional discount. Additionally they said they would meet me half way if I chose a Moto Devour. That was after my 7th replacement. I did not really care for the Devour, and at that time I knew the Droid was getting a little long-in-the-tooth. It would also reset my upgrade date.

I had to get to replacement 7 before they were even willing to offer anything else. I would have imagined they would offer the Omnia2 as a straight warranty swap, but that never happened.

The best advice I can give you is to give customer service a call and explain the situation in a calm and rational way. Perhaps they will be willing to do something for you. It helps if you have been a customer for a long time and have a high monthly bill. Remember the customer service reps are people just like any other-- being rude very rarely helps your cause, but being too nice (which is my problem) does not help either XD. Sometimes you can bluff them into thinking you're going to cancel-- but sometimes that backfires and also it is an old trick which very rarely works (particularly with the new $350 ETF for advanced devices).

 

[refthemc]

If your on you 3rd one in 2 weeks then it sounds to me that the Eris might now be for you. but 2 weeks? why didn't you get an incredible?

 

[iggypop123]

either find a way to get them to give you a replacement phone or you are screwed. or get lucky and get an eris refurbished that works. (good luck with that one)

 

[Frisco]

I have had my Eris since Jan. I am on my 3rd replacement and 2nd in 3 weeks. My first one VZW just kept making excuses and wanting to do factory resets and delete apps because in their words that was the problem. The tech guy on the phone told me that they could only replace it with another eris again so here I sit with another POS that continues to lock up. I have been unable to make calls 80% of the time. What a joke!!! On average I have to remove my battery 3-4 times a day to get it to work. Help??????

The luck of the draw is getting to be more of a long shot as more and more defective Erises are exchanged and turned into the "refurbs" we see in the hands of users with ongoing issues.

At this point, I would not recommend other than lobbying long and hard for a different device, with as nice and professional a demeanor as you can muster up; some here have reported success in acquiring Incredibles and Droids, some at good discounts, some direct exchange. ymmv

 

[alprazolam]

I still have my WinMo Samsung Omnia I910 for VZW and am on my 8th replacement in slightly over 16 months. I have conceded that I will never receive a different device. At one point they offered to move my upgrade date up, I would receive the two year price and pass up my New Every 2 $100 additional discount. Additionally they said they would meet me half way if I chose a Moto Devour. That was after my 7th replacement. I did not really care for the Devour, and at that time I knew the Droid was getting a little long-in-the-tooth. It would also reset my upgrade date.

I had to get to replacement 7 before they were even willing to offer anything else. I would have imagined they would offer the Omnia2 as a straight warranty swap, but that never happened.

The best advice I can give you is to give customer service a call and explain the situation in a calm and rational way. Perhaps they will be willing to do something for you. It helps if you have been a customer for a long time and have a high monthly bill. Remember the customer service reps are people just like any other-- being rude very rarely helps your cause, but being too nice (which is my problem) does not help either XD. Sometimes you can bluff them into thinking you're going to cancel-- but sometimes that backfires and also it is an old trick which very rarely works (particularly with the new $350 ETF for advanced devices).

OMG! I can't believe you are stuck with that POS! I was so desperate to get rid of it that I created an account for my 9 year old sons to have a phone. That's what got me into the Eris...which felt like a dream compared to the crap that the Omnia offered. Even with custom ROMs.

 

[KyleBlowers]

Have you tried calling the main Verizon Customer Service number??

I have had ZERO luck dealing with my local store in Cambridge MA. It's lame, but I have just gone in there simply to document my phone's utter disfunction. They'll just need you to recreate the problem in front of them and if you've got an Eris like my first it will take about 30 seconds to do that.

After you've got it documented, call Customer Service and tell them you've tried what the tech support said and your problems are still persisting. I've had two replacements sent to me this way.

It takes a little patience dealing with people at the store, but Verizon overnights the phone to you, and it makes things much less frustrating in the long run.

Hopefully that helps. Good luck.

 

[KyleBlowers]

The best advice I can give you is to give customer service a call and explain the situation in a calm and rational way.

That's really the absolute best advice to live by. Freaking out and screaming at people never produces good results.

 

[wacofan]

That's really the absolute best advice to live by. Freaking out and screaming at people never produces good results.

I work CS and you are correct people that call and yell, scream. swear etc they will get the minimal amount of help possible, the ones who are reasonable I go above and beyond to try and resolve their problem

 

[Frisco]

I work CS and you are correct people that call and yell, scream. swear etc they will get the minimal amount of help possible, the ones who are reasonable I go above and beyond to try and resolve their problem

+1 on that.

Sometimes the helper will even express relief during the call, I've noticed, especially after they apologize for the problem I'm having and I express that I know it is not their fault, etc.

I used to have ongoing difficulties with T-Mobile and had to call many times to get things resolved. I am convinced that things would never have worked out in my favor at all had I lost my temper during those times on the phone with them because it became obvious to me that they were really going the extra mile to find out what happened (it was complicated having to do with a Nexus One purchased online from Google and having no T-Mobile coverage in my area, etc.. I'd returned the device to an entity that did not communicate with T-Mobile; nightmare).

Anyway, as a matter of policy always be nice to cops, mechanics, phone helpers and restaurant workers of any kind.

 

[KyleBlowers]

...Anyway, as a matter of policy always be nice to cops, mechanics, phone helpers and restaurant workers of any kind.

I also find that airport ticketing agents fall into this category as well. They can get you on that flight for your vacation or business trip, or they can strand you with a LOT of problems. It seems like every time I fly somebody is screaming undeservedly at those poor people..

 

[Frisco]

I also find that airport ticketing agents fall into this category as well. They can get you on that flight for your vacation or business trip, or they can strand you with a LOT of problems. It seems like every time I fly somebody is screaming undeservedly at those poor people..

Man you got that right; very high pressure job. Thinking of traveling, car rental folks get their share of grief, as well.

my_misc_vids :: Planes, Trains & Automobiles car rental scene video by bluestar2009 - Photobucket

 

[tillerman]

Well I am on my 4th Eris and the Mgr. of the local VZW store has told me once again this will be the last replacement then they will look at other options. I have been having problems making calls and receiving them as well. I have had my text screen freeze on me numerous times and only fix I have found is to remove the battery which I have to do on average of 5 times a day. Have others had this problem? I am very frustrated with this phone....

 

[lukesdiesel]

I talked to Verizon today just for the heck of it and all they offered me was a Eris or Devour.

 

[emunny]

That seems like some bad luck im on my first eris since jan and no problems have occured with it, just the lag but than i rooted and that all went away, im happy with my eris sorry to hear your problems but screaming and yelling at the reps can work my buddy does that all the time with almost everything and gets stuff for free its kinda funny in a way but hope you get a phone that works soon.

 

[SyDTRaKKeD]

you really have to be the right kind of person to be able to get something from hassling a CS rep...

I can't get away with it half the time because I can't make it believable (I'm a nice person). But being nice only helps me half the time as well...

I guess I just have to be satisfied with getting my way only half the time...

 

[tillerman]

So yesterday my Eris froze twice and on 3 occasions I was unable to unlock the screen. I calmly took the phone into my local VZW store and the Mgr. that told me he would handle it is shockingly on long term leave from there. So the sales rep said well I can get you into another phone but you will have to pay for the phone and start a new plan. I asked why I would have to pay for something and not receive a credit since I had only had my Eris since Dec. and paid for a 2 yr contract. You would think there would be some sort of credit with that. I asked to speak with a Mgr. and he went to find him then came back and asked for my phone again...he looked at it and unlocked the screen and then said "it looks like it's working to me" I was shocked so you are willing to let me buy a new phone but when I ask for a credit or some compensation for my old one you then give me the it works fine line. What gives???? I just told him to tell the manager to forget about it and I would deal with another store. Grrrrrrrr!!!!!!!!! Unbelieveable