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Poor Service; Told by manager if you don't want to wait just hack your ERIS

So I am sure you hear about the service being poor but I was amazed that I was told today when I went into the verizon store and they told me that if i did not want to wait to just go ahead and hack the phone and install the hacked version. So I then state if i did that it would void my warranty and the manager states well ya it will if it kills your ERIS. So in January Verizon Lied to me because they convinced to to buy the ERIS instead of the Motorola because the ERIS would be updated by the end of the first quarter and today is the beginning of the second quarter. I have been trying to get some sort of resolution but I cannot get a manager to call me back. My belief is that Verizon should honer their promise and ensure that the product is out or be ready to resolve their costumers complaints when they are not able to hold to their promises. And not have a I don't give a #### attitude. I was told the Eris would have the 2.0 Update and i would be able to use the Goggle maps with the turn by turn system but it has not happened, and that is where my frustration lies...

Steve

Comments

Dominique

Yeah, that's some crappy customer service, no doubt.

And I agree with your complaint too, so don't get me wrong. But I'm thinking the update isn't stable enough to be released, or it's still just too buggy. And if that's the case, I'd rather them go ahead and finish working out the bugs, then send it out. Even still, it would nice to hear SOMETHING, ANYTHING from Verizon about us getting an OTA.

unknown

What do you expect a manager to do for you? If the software upgrade is not yet ready, it's not ready. There is nothing a manager can do about it.

JRBRONX88

Well Steve he/she was being sarcastic. the truth is YOUR not the only one coming in asking about when is the Eris/Droid etc etc update is coming out and over a period of time it drags when people can't wait for an update, was he right coming off the way he did? no but at the same time what are you gaining by asking him/her about it? it's not like they are going to pull the update from the stockroom in the back and give it to you. i hate to sound rude because i understand it's a product you paid good money for capable of doing many things and should work as advertised, i myself own a Droid and 3G dropping to 1X is quite annoying along with calls not sounding so good sometimes, trust me i have my issues as well so i feel you on that situation. the big picture is even if they do know they won't tell you because with a date or not your still going to be unhappy if they don't come thru so it's better to not have a date and take 3 or 4 months than to say it'll come out next week and they fall short and make you wait another 3 or 4 months.

DanAndroid

Since Verizon says nothing.... The assumption I would have is that verizon doesn't have enough staff to support two seperate major updates simultaneously. I find it less credible to assume that verizon is working fervelently to solve major/minor bugs while another major update is in progress. I'm expecting that the eris update will roll out within 4-10 days based on what I've seen with the droid.

snccoulter

And I understand that they are trying to work out the issues but the fact of the matter is i was told not to get the Motorola because the eris would have everything i wanted by the end of the first QTR and it does not so they should make it right either take my phones back and give me the Motorola or refund my money for the phones I would be happy with getting my cash back and being able to then to upgrade to the phone that has the capability's that i originally wanted in the first place.

verizon should never have put a time period on the update if they did not want to be held to that standard...

jsh1120

Steve,

I understand your frustration, but I have to say that taking the word of a store manager regarding future software upgrades is like talking to a Chevy salesman about the future of General Motors. As someone who has been in the software business for many years, I have to tell you that expected dates expressed in "quarters" are about as reliable as those expressed in "seasons," (e.g. sometime in the spring.) And just like blizzards in the spring, stuff happens with software releases.

In the future, follow this simple rule. Never, ever, purchase a product based on promises of what "will be available" in the future. Verizon is not obligated to provide you with any software upgrades, whatsoever. When you purchase a phone, you're purchasing the phone as it exists that day. Period. All else is simply conversation.

AFguy

Thank you Jsh1120. Seriously I think VZW should take your post and put it on their main website and on every door of their stores. Im so tired of hearing people ranting about how verizon "owes" them this update. You hit the nail on the head with your post. Thanks man! :smileyhappy:

hornetjockey

When I go to an actual Verizon Wireless store, not a reseller, and the store manager tells me there will be an update for this phone, I expect it. It isn't because I believe that this cellphone salesman is a reliable source, it is because he is a representative of Verizon Wireless, and as such I am going to hold VZW accountable on his word.

Now take into account that VZW sales reps all across the country are spouting the same line. You now have hundreds of representatives of Verizon Wireless ensuring current and prospective customers that there will be an update for this phone.

You also need to consider the fact that this software was going to come in December, then January, then 1st quarter 2010, then April, and the fact that the current leaked build of 2.1 for Eris either is or is based on HTC's own build that they submitted to VZW five months ago, that people aren't having any problems with it, so why isn't it approved already?

Consumers need to demand satisfaction, especially from cellphone carriers. Even though you no longer have to get your land-line phone from the telephone company, and you don't have to buy your computer from your ISP, somehow we still have to buy our cellphones from our wireless carrier. Therefore, we are at their mercy to provide us with the features we want. When they do not, we need to make a stink about it. If we don't, things will never change.

Developer

I see where the frustration comes from but there is one thing that has been repeated many times in this thread: "You take the device as is when you sign the contract with Verizon". The big thing that people are missing here is that unless your contract that you signed says something to the effect of: "This contract is legal and binding and includes a guarantee to upgrade your software by 4/28/10. If date is not met, you retain the right to terminate this contract at your discretion", you don't have any leg to stand on. I do know that somewhere in the contract I signed it told me that Verizon reserves the right to change services at any time without reason. Hate to say it but getting the OS upgrade is a service that can be changed.

I still think the update is coming but it will just take patience. I am a former BlackBerry owner and totally appreciate them testing software before releasing it. Nothing makes you feel better than finally getting that upgrade to your phone that you wanted and then finding out there is a glitch that wasn't caught and the one thing you use the most isn't there any more. :smileywink:

reallyniceguy

Kinda of a bummer for you that you cant wait for the update . You make a living out of raising hell? LOL these people are getting payed to hear us, you think they care if we raise hell, heaven or whatever? I think they are making a living out of us which makes more sense.(no flaming intended) the bottom line is that you have to wait for your update, no matter how bad you want it. I guess its a big difference going from the 1.5? 1.6 whatever it has? to the 2.1 On my moto droid, i didnt see much difference from 2.0.1 to 2.1. There is a leak somewhere online for the 2.1 for the eris, I dont know why a manager would suggest that tho, doesnt it void the warranty if you brick it?

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