Eris 2.0/2.1 update apparently not happenning

After lenghty discussions with both my local VZW store and a telephone customer service rep, it appears that the discontinuing of the Eris in May and the impending release of the Incredible, has made the Eris upgrade unnecessary. While neither would not come out and say that it was cancelled, both said not to count on getting the software update for the Eris, ever.

Which lead me to my next question to them, what is Verizon planning on doing for those customers like myself, that bought the Eris with the promise of the update? Both have said that there is nothing that they can do to assist me. All I asked for was to sell me the Incredible at the NE2 price, both declined to help.

But thanks to The Consumerist, http://consumerist.com/ , they have phone numbers and e-mail addresses for individuals in Verizon's Executive Relations Department, I have already started my complaint campaign to Verizon. All I want is to get what I was promised when I bought my Eris, an HTC phone with Android 2.0 (or 2.1 in this case), Google Navigation etc.

Accepted answers

Androidatic

I ordered the Incredible yesterday. I actually received a call from the person at Verizon's Executive Relations department who helped me out originally. She asked why I hadn't ordered the Incredible yet since she made the concession to allow me to get it. She actually went into my account and simply changed the date of my contract renewal, allowing me to get the phone. It was as easy as that for Verizon, so don't ever let them tell you that they 'can't do it". They can do anything they want if you get to the right people.

As it turns out, once a complaint goes to Executive Relations, the representative that handles the complaint MUST close out the complaint in their system. This means that there has to be a resolution to the complaint. So if you keep pushing and don't give up on your (reasonable) demand, the rep must find a way to resolve it. Until she had confirmation that I had ordered the phone, her complaint file remained open.

I have always received good responses from Verizon in the past...once I complained enough. If your demand is reasonable, they will concede to you eventually. You still need to go throug the normal channels before you go to Executive Relations. They will pull up your account and every conversation that you have with Verizon is documented on your account. Verizon doesn't make it easy, but they will work with you if you make enough noise and get to the right people.

On an added note, she did say that Verizon was working with HTC on the 2.1 but that they had no date of release. I asked if she could guarantee that it would be released at some point, and she said that although they are working on it, it's not a definite as there is a possibility that they might not be able to get it to work. So as of now, it's still a possibility that it will be released.

All comments

supitsmike

Because you signed a contract with the Eris as is, and without any promise of it being updated, then I would think you would have to stay with your phone. Unfortunately, a rep's word isn't enough to allow them to upgrade you to the Incredible with the NE2 pricing. You'll have to purchase the phone at full retail price.

Androidatic

I will keep sending e-mails and keep making phone calles until I get what I want. I'm going to be nice and professional, but persistent as hell. They'll give to me just to get me to stop. LOL!

PJNC284

In all honesty, the Eris was pretty much outdated when it was released. If Verizon didn't give owners of the original storm an upgrade, what makes you think they would do it for the Eris? Regardless of whether or not you bought the phone on the premise that you were told it would receive the 2.x update, they're not just going to give you an upgrade. If you have a voice plan of 49.99 or higher, you may be eligible for an annual upgrade at the 1 yr mark. That only applies to single lines or the primary line on a family share plan though. Otherwise, sell the Eris before the 29th on Craigslist or somewhere and apply that to the full retail of the Incredible or add a line to your current plan.

kenyu73

Bah, just be happy with what you have or install the non-root leaked 2.1(v2). Supermike is right, promises are nothing with out it in writing.

Just install it an be happy until you can upgrade! :smileywink:

If an OTA comes, chances are it'll be a newer release then the leaked copies so you'll get upgraded again.

supitsmike

Now that I think about it, based upon the threads in this forum, how reliable is VZW Retail Customer service anywho? They probably told the OP that so that he could be coerced into buying the incredible.

DonDraper

These 2.1 crying threads are getting SOO old. How many do we need? Do you really think they help? Did Verizon say they weren't going to release it? No, some nobody in the local store led you to believe they weren't, probably hoping to sell an Incredible to you.

It's real simple at this point. You have two choices: Stop acting like you are seven, and be patient. Or, root your phone and install any custom 2.1 rom you want on the phone. I chose the second option the day after getting the phone, and have been enjoying 2.1 goodness ever since.

stevhendrickson

Attn DonDraper: I have neat idea. {please keep it relevant}. I will cry {word filter avoidance} If i want sence im footing the bill each month after being lied to by the {please keep your posts courteous} verizon sales staff. For right now at least i can and you can say what were feeling. {please keep your posts courteous}

wec

I will be damned if I am going to take this laying down. Verizon sales reps convinced me that the Eris was a good buy even though it was only running Android 1.5 because HTC would be updating the phones within a couple of weeks to a newer OS version over the air. Just before my 30 days were up I emailed both companies to ask them if they were still planning to provide an OS update for the Eris and both companies responded soon, so I did not return the phone.

If both Verizon and HTC fail to deliver anything – they have misrepresented their product. As far as I am concerned, its false advertisement and I will report both companies to the Federal Trade Commission. If that does not work then it’s time to start looking at a class action lawsuit. Verizon and HTC had better get their act together and deliver something or I will see them both in court and don’t think I am kidding either.

Dominique

Please do so. I want to see how it turns out. Seriously too, I'm not just talking smack.

gpa111

You know what would be funny about a lawsuit. One you would not win. Two if you did I doubt you would ever see another update announcement from Verizon. I would be suprised if they offered any updates and started to sell the devices as is with whatever os they come with.

wec

They should have sold it as is. Misrepresenting a product to influence a sale is illegal and there are laws designed to protect consumers from companies that behave in this manner. Had I been given the proper information, I might have still bought the device. The fact of the matter is, I will never know. That is what product misrepresentation does, it steals the consumers right to choose.

If enough people report these companies to the FTC something will happen -- it is the Federal Trade Commissions (FTC) job.

wec

If anyone at Verizon or HTC is reading this, take heed, you had better deliver what you have been promising -- I am not going to play along with your guess what day it releases shell game forever.

Android

I just spoke with Sharon at Verizon customer service regarding plans for the Droid Eris update. She also has the Eris and spoke with a friend in the Engineering department working on the Eris 2.1 update two weeks ago. She asked about the update plan for the Eris and was told that they are still working on the upgrade. Presumably, the Android 2.1 upgrade and the HTC Sense upgrade tax the under-powered Eris (compared with the Snapdragon 1GHz Smartphones running that combination) and Verizon and HTC are working to overcome the technical hurdles.

She assured me that every phone Verizon has sold which is able to be updated to the latest software has been, such as the Blackberry Curve (1st Gen) receiving the software upgrade even though Verizon was pushing the Curve2. The only reason Verizon would be unable to upgrade the Eris, she assured me, is if the Eris hardware simply is incapable of properly and usably running the new software.

Unfortunately, although the upgrade is being pursued, no timeline is available for its release, as the software on the device has to be optimized and quality assurance tested.

So the bottom line: Verizon is still planning on upgrading the Eris, contrary to the posts on this thread. When it will happen, however, is anyone's guess.

Dominique

I just don't see how that could be the excuse, seeing as how so many are already running the leaked version just fine. Not saying I don't believe you or her.

nicksm2

I got my Eris just over a month ago (cant take it back now), same thing store manager promised us the update was coming, he even pulled out his eris that was running 2.1. This was back in March, so glitches etc, I'm not exactly buying. Instead of all the rumors debate as to yes or no. I would rather see Verizon and HTC make a definitive statement..... YES or NO to the Eris getting the 2.1 update. That way I can try rooting it, or live with it as is. plus its already light years (as is) over the piece of crap storm and storm2 we had..