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Verizon removes Kyocera Duraforce Ultra 5G from website

Pocketful

A few weeks after launching the phone it has been removed. The screen at times touches itself and is unresponsive. If you turn on "show taps" in the developer settings you can see when the screen is touching itself and while it is touching itself it can open apps, jump to the next page, triple click to zoom the page or anything else that you might do with a finger. Hitting the power button and then unlocking the screen will often fix it. Sometimes swiping over the proximity sensor will stop at also. Kyocera and Verizon aren't saying anything.

Comments

Verizon_Support

We are sorry to hear that you are having issues with your device, Pocketful. We still do have the Kyocera DuraForce Ultra 5G on our website. Here is a link: https://www.verizon.com/smartphones/kyocera-duraforce-ultra-5g-uw/ . Have you attempted to perform a Factory Data Reset on the device? Here is a link for assistance: https://www.verizon.com/support/knowledge-base-236254/

acraftylady2

They must have put it back because when you search or use the app it's there for sale.

Pocketful

For most or all of 3/31 and 4/1 the phone was missing from Verizon's web site including the business site. That was a drastic and unprecedented action. After less than a week of launching the website stated that it was unavailable to order. Some days later the website stated that it would ship someday late in March and a few days after that it stated that it would ship on April 1st. And then on March 31st it was removed. Does Verizon and Kyocera understand the problem? Is it a software or a hardware problem? At least two people on Reddit have done factory resets and claim it has not fixed the problem. At least two of the reviews on Verizon's website appear to have the same problem. And at least one other person on phonescoop has the same problem. There are likely many, many more.

Pocketful

I accidentally touched the box that said this is a correct answer. If a moderator could fix that without removing all of the additional information I would appreciate it. Thank You

Pocketful

The problem is still happening. I removed the SIM card and did a factory reset. I've been using it for a few weeks on Wi-Fi only. I've also tested it in safe mode and with glove mode off and the problems still occur. The screen still occasionally freezes/unresponsive or it starts touching itself. Further research shows this is not necessarily a new problem as some other phones have been dealing with this for a few years. Some refer to the touches as "ghost touches". A dirty screen from fingerprint smudges and so forth can sometimes seem to make the problem worse but it can also happen with a really clean screen.

sf72

I had the same problem and left a review on Verizon and it was removed. Kyocera did see the review and their engineer did contact me. They sent me a new phone which has worked lie it is supposed too. Call them and have them send you a new phone. They are aware of the ghosting issue.

Lanny177

I am having this same issue it's causing the phone to be difficult to use.

Momma23dogs

@Lanny177

it’s under warranty! Call about getting a replacement

Lanny177

I looked in to it they want me to pay extra for shipping and processing it bugs me because this is a common issue with this phone. I payed close to 1000 for now they want me to pay more money to get it fixed when it's only 3 months old.

acraftylady2

Did you ask Kyrocera directly about the warranty? LG will send a prepaid mailer so you pay nothing if it's a manufacturers defect, had to do that once when an update bricked the phone.

Verizon_Support

Hello, Lanny177. We are sorry to hear that you are having trouble with your phone. We would be happy to help. To confirm, what is the make and model of your phone? Also, when did you first start to notice issues with your touchscreen?

CassieG_VZW

Lanny177

It's the KYOCERA duraforce 5g E7110 I have had this issue for just over a week and I have factory reset two times now. And it still has the issue.

Verizon_Support

We appreciate you providing us with these details, are there any damages to this device at this time? This information can help us as well.

Verizon_Support

Lanny177, we can definitely help check in on this with you. Please send us a Private Note for better assistance.

JoseL_VZW

hawkez575

I paid for the "deductible" to get a "like new phone" even though my phone is couple months old and the replacement glitches as well.

Duraforceuser1

I had the same problem with it freezing, after a long process they said there was a software issue and they could send one out right away. However I was in a different state with a family emergency and couldn't be away from my phone , so I waited . I was going to set up an appointment to diagnosis it again but I dropped my phone and the bottom microphone plating fell off . I've owned the other two older duraforce models and never had structural issues . That's why I bought this $1000 model and now I have to pay $230 deductible because now it's deemed as broken or needs repair. This type of phone should not have broken after one fall from 3ft. I'm scared to drop it again.

Verizon_Support

Duraforceuser1, thanks so much for reaching out to us about this. I totally understand how you feel about having to pay the deductible to get a replacement. However, keep in mind this works just like any other type of insurance. Were you able to file the claim yet? -Dia

dswren

I have factory reset my phone about 4 times in the past week. Its gotten so bad that it almost bought something in my Amazon cart the other day.

Verizon tech support told me that it's a software issue. It's not. If it was a software issue, resetting the device should fix it. It has to be a hardware issue and Verizon or Kyocera need to do something to remedy.

Lanny177

Yeah Verizon don't seem to care much. I have tried to pm them after they told me to back in July still no reply i have sent two messages. I get a feeling that Verizon not interested because this phone is not a big seller I/E not enough money.

Verizon_Support

Oh, no! Dealing with equipment issues can certainly be a headache. No worries, we are here to help. When did the issue start? What recent changes have been made (software update, new apps, etc.)? Aside from this particular problem, any other issues? ~Gilbert

Lanny177

Resetting of any kind makes no difference. The phone has received 3 software updates that have not fixed it. The problem started when the phone was olny 3 months old i didn't download any app when it started. The touch just stops working or i will get phantom clicks. The olny thing i can do is lock and unlock the phone wich allows me to temporarily use the phone until the touch freezes. Sometimes the screen freezes as soon as i unlock the phone. Just typing this message i had to lock and unlock the phone 5 times.

Mrbutts

Kyocera launched an update go do the update install it on your phone it's on your phone it fixed my issues so far. But shame on you Verizon and Kyocera for letting this happen and upsetting so many people and not offering anything in return for the extreme inconvenience we have encountered. A blanket of shame you shall cover your self with to protect you from the cold karma and guilt.

LynAhearn

I have this phone and have factory reset it and restarted it cleared my storage etc and it still has this issue majorly

Lanny177

Make sure you have the latest update it fixed my phone.

Verizon_Support

We are experiencing increased volumes. Please allow us a moment and we will be with you shortly. Do not respond as this may cause delays with receiving a return message. -Lorenzo

Verizon_Support

We appreciate your efforts, LynAhearn. We are saddened to hear a factory reset has not worked but we are determined to get to the bottom of this. To confirm, is the phone still unresponsive post factory reset? -Lorenzo

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