Who do I contact?General


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  1. darthmario

    darthmario Member This Topic's Starter

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    I have been having a lot of problems with my phone including the scrolling to the left problem, which is a hardware issue. I contacted Verizon centralized customer service today and spoke to someone who said since I have insurance on my phone I can contact Asurion and get it replaced (for a fee). He of course told me that it was NOT a known issue, and we can discuss replacement possibilities with another phone if I end up having similar issues with a replacement Eris.

    I have had this phone for 9 months so it is still under manufacturer's warrantee. Shouldn't I be able to get it replaced for free via Verizon and not Asurion?

    My question is should I contact a Verizon STORE and speak with a supervisor, or is my only option to go through Asurion and pay the fee to replace my phone (more likely than not only to have to replace it again).
     

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  2. doogald

    doogald Guides Guide

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    Try calling again, and, if that isn't helpful, try going into a store. The trackball issue has been reported many times in this forum. I simply cannot believe sometimes how different people's experiences are with Verizon customer support.

    You can ask them to go into google and enter this search term: eris trackball problem - it's pretty clear that you are not the only person who has suffered from this.
     
  3. darthmario

    darthmario Member This Topic's Starter

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    I guess my question is - When I'm at the Verizon automated menu when I dial into a local store, should I push 3 for equipment questions/problems or push 4 for centralized customer service

    one takes me to the store employees/supervisors
    one takes me to some call center somewhere in the US
     
  4. doogald

    doogald Guides Guide

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    Why not just go to a physical store?
     
  5. darthmario

    darthmario Member This Topic's Starter

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    I've heard it's much better to call - that they will just do a factory reset and send you on your way if you go into the store
     
  6. andrizoid

    andrizoid Well-Known Member

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    i just went through all of this, so heres what you do

    call (800) 922-0204 from a landline
    enter your cell number
    option 3 for tech support, then give your short explanation
    option 0 for a real person

    then explain that your having issues and need a refurb. they wont give you a hard time about getting a replacement, its a pretty easy process, ive gone through 6 already :eek:
     
  7. lukesdiesel

    lukesdiesel Well-Known Member

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    I told the guy on the that I had to have a working phone for work. So they are sending me a Droid 2.
     
  8. Demache

    Demache Well-Known Member

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    I went to the store, and they just sent a request for a replacement phone. Of course, I think I probably had the manager so he was actually competent, and also owned an Incredible so its not like he was a complete idiot when it came to Android phones.
     

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