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2 for 1 Eris' are not identical twins

My husband and I purchased two Eris' last week on the 2 for 1 deal and received them together through FedEx Friday, Jan. 8, 2010.

We live about 200 yards from a Verizon cell tower.

One Eris works great.

The other can operate online but will not text message, phone out or receive phone calls from our home. (It works fine at other locations.)

We replaced that phone Saturday at a Verizon store and still the same results.

Verizon technical support both on the phone & at the store tried several things. Verizon had me factory reset. Verizon wiped out that account & restarted three times. Verizon had me pull the battery both w/the phone on & off numerous times. Etc., etc., etc.

After failing at the first, second & third tiers of Verizon technical support, Verizon filed a fix-it ticket to have the big guys deal with it. Several days later (today), the good Eris received a voicemail from Peter at Verizon staying Verizon was still working the problem & would give us the results soon.

I drove out to the cell tower today and tried calling returning that Verizon call on both phones. The good Eris worked. The bad Eris behaved as usual ... (It occasionally gives a “signal fade” message but mostly states “Dialing” with no sound, then ends the call.)

That Verizon call required an extension, which I didn’t have. I pushed the # key & was directed back to tier 1 of technical support. She sent me to Fernando, who had me do much of the same crap as before. In the process, he informed me that the fix-it ticket had been closed w/no result.

My only option, he said, was to go back to the store & get another phone. I have 30 days to do this, he informed me. Everyone at Verizon has been very friendly but seem to all be following the same manual.

I was at the Verizon store Saturday & Sunday (an hour’s drive from my house). Going back tomorrow.

Here’s some technical info:

The bad Eris is showing signal strength dropping from -81 dBm 16 asu to 0 dBm 0 asu regularly every couple of seconds from our home.

The good Eris stays consistently at around -81 dBm 16 asu from our home. Anyone interested in helping us?

HTC doesn’t offer technical support unless your phone is no longer under warranty.

Comments

1959_Patrizio

first off. i am so sorry you seem to have got a bad phone. no matter how testing teams work to make sure no bad phones make it to market, it does happen and i deeply appoligize. if you like the "good Eris", please just return the "bad" one and get a new one. i know how frustrating this can be, i'm having problems with my Droid.

clarkr120

As you can see if you read my message, I have returned the "bad" phone already & am headed back to Verizon (an hour one way) to trade in another one tomorrow. I'll just keep doing it until my 30 days are up and then, hopefully, one will eventually work & we won't have to resort to legal action.

Thank you for the encouragement.

seabright

If you had a problem with the phone, swapped it for another one and had exactly the same problem, the root cause may not be in the phone. I'd be really curious to see what would happen if you swapped the phones from one number to another, something they could do a the store.

It's rare but sometimes, the problem is not the phone but the account configuration. If so, you could swap phones from now until Doomsday and it probably wouldn't help.

And, if Verizon Wireless is making a good faith effort to resolve the issue, I'm not sure where you'd have grounds for "legal action".

Best of luck.

fezzik

That is so odd that 2 phones have had that problem but the good phone hasn't. I wonder if the good phone doesn't have an out of date PRL that was possibly more effective for that phone. Have you checked both of them for what PRL they have. Maybe you can have them match up your PRL's and by that I don't mean upgrading the one you have. Those lists generally have the same towers just different Priority settings for the existing towers to help manage traffic. It could be that the bad ones have a different list one that possibly is a conflict with current conditions in the area or are pulling from a transmitter or other tower that is blocked geographically that the list doesn't account for. It can actually all get fairly complicated. Though the signals you are showing don't look bad except for dropping to 0. I tend to run between -83 to -91 and I have never seen more than 0 asu. Though I just looked at the settings and I had -79 then it went to -80 still 0 asu so I am getting better signal than ever right here. I get low 80's at home.

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