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HTC Droid DNA - 4G Issue

I got my new Droid DNA HTC 4 months ago it worked great for 3 months until the first update came down from HTC after that was done I lost the ability to use my hotspot and I couldn't upload pictures on email or on to Facebook. I spoke to technical service 4 times we tried everything they then sent me a replacement phone guaranteeing the new phone would have been updated and quality checked when I received the new phone as soon as I turned it on it had to do the forced update once again ergo same problem 5 weeks later I've talked to tech service 3 times a tech supervisor escalated to the cancellation department all I can get is they'll send another phone out to me in the meantime 4G doesn't seem to work on the phone I just returned from the local Verizon store the manager who was the tech specialist for 7 years with Verizon gave up after an hour and said this phone has me beat. So now I'm paying for a phone that doesn't work with a new phone coming to me I'm hoping HTC has corrected it unless Verizon has the cancellation manager said just ship cell phones that were returned to them in the 14 day period as warranty replacement which means I'll probably get the same thing on the third phone. My next step is to contact a law firm for a class action suit against Verizon and let them have some fun with it I know the attorneys will make all the money but to treat customers like this is unconscionable.

Comments

FGWULandscaping

I have been with Verizon since 1999. I have never had such bad customer service or even worst tech support, I run a very successful landscaping company and I wanted to take it into the new wave of life but no way not with Verizon, leading the way..... I too have the same issues... I dont have the time to manage how the phone or why the phone works... I manage paying the bill and allowing you to take care of the that for me!! Or should I say screw me!! I pay over $160 for this service that I can't even use. The DNA was an amazing phone for the first few months... Now Id rather throw it out... But I can't cause Im not paying for a new phone and my upgrade isn't available for quite sometime yet.... Thats bullshit.... Sorry for the curse everyone else reading... I have sat through tech support, I have went to the store.... If I carry a another companies product and they do something that makes it worthless... I eat the cost and I fix it immediately. I am not even close to a mutli-million dollar company like this bs company, and I might lose alot of money... However, my customer knows its fixed, its right, and I apologize.. I agree with Arcamedies... I guess its time to get my lawyers involved on this one...

unknown

I am thinking of saving what I am going to write since I have had to write it so many times here.

Verizon sells you service to the cellular and data network. That is it, period.

As a retailer they sell electronic devices be they cell phones, tablets, or accessories for these devices. Just like Best Buy, Walmart, Target, BJ's or any other retailer. If you have an issue with the phone within 15 days you bring it back and they exchange it.

However after that time you deal with the maker of the device under their warranty policy. Best Buy and others just sell the items they do not warrant them. Neither does Verizon wireless.

The device functioned properly on Verizon's network before you received the OS update from Google and the phone maker.

Verizon did nothing to your device, they get complaints about the messed up devices but are not responsible for the issues.

I am sure if you speak to your attorney he will tell you that your issue is not with Verizon.

Since you say you have this successful business just take the loss for the bad device and purchase another one that you will like. Take the loss as a business expense.

If you want to continue with the same phone, contact the maker and they will fix and return to you. Or have Verizon replace it under manufacturer warranty for up to one year. This is a courtesy from Verizon Wireless, they could just have you deal with the device maker as other retailers do.

Good Luck

stef7

Backup your critical stuff like pictures, videos, mp3 files and documents, etc to a PC. Write down email settings, anything else critical. Try a Factory Data Reset which will wipe your device and force you to start fresh. FDRs are often remedy for bizarre device behavior following an update.

FGWULandscaping

Stef,

I tried that already and it still didnt work...

FGWULandscaping

Elector,

If I wanted to take a business loss and just go buy another phone.... I would do that.... Im very tempted to do that, with a different company...

If your company is going to sell me a piece of equipment that they are selling me service for... Of course I would go to them... There isn't an HTC store or a place that I can go and have this fixed.... When I have a problem with, oh lets just say one of my dump trucks, I don't call up Ford or Chevrolet... I go right back to the "dealer" that sold it to me and have them fix the issues that the truck is giving me. If it is a manufacturer issue they fix it for free... If its operator error I pay to have it fixed... I believe that if Verizon is the "dealer" and I pay over a ridiculous amount of money a month to them for service on a piece of equipment they sold me to use on their network... Well then I definitely believe they should sure as hell fix it. Cause I didn't ask to do the upgrade... It told me too...

While I am (as I am sure you feel) wasting your time, because I sound like everyone else... I have sent multiple emails and made multiple requests, that there are 1000s of people that go to upstate New York all through out the year... The company "that can hear my now" everywhere has yet to do anything with their service up there. I know that other companies have towers, because Ive bought a go phone specifically for the use up in that area. Because the service that I pay for already doesn't work there. I know that the companies use or "piggyback" off other companies when it comes to cell towers... Some people unfortunetly do not know that there cells don't work up there. This is could honestly (and this is not bs remark) could mean the difference between life and death. Is there any hope of getting this issue taken care of???

stef7

Wow. That's rough. Generally the FDR is the proper medicine. Motorola being in business with Google, you'd think they'd have the smoothest updates. I'm hearing of the problems people are having with Motorola and Samsung devices post update to Kit Kat, and I'm thankful to have an LG G2 and not have these issues. My update experience wasn't perfect. The dialer is horrible compared to Jelly Bean, but it's not crazy bad like others have it on other devices. Some people with LG G2 phones having problems with MMS.

The update was supposed to improve device performance for all, but it seems that wasn't the case. VZW should push on the manufacturers to get patches prepared right away. If it's Motorola devices having issues, you have to wonder.

unknown

I don't work for Verizon. However I will again point out. Verizon as a retailer, just like WALMARTS, BEST BUY, BJ'S, TARGET etc. would not warrant your phone after purchase. Its the maker of the device that gives the warranty.,

Verizon as a service provider sells you a connection to the cellular and data network. That is it.

As a retailer they do not warrant the devices, they use the manufacturers one year replacement warranty to effect a replacement etc. They do this as a courtesy. Where the other retailers do not.

If you bought that HTC at Walmarts you cannot actually believe Walmart's will repair the phone, do you?

The car analogy is also flawed. You buy a car, any car it comes with a 3,5,10 years warranty depending on make of vehicle. If the car has any problems outside of Tires, Oil Changes, Tire Rotations it is your problem.

Mechanical problems covered under the warranty. Car warranties are used throughout the country and not just where you purchase the vehicle. So any Chrysler, Ford, BMW etc. dealer will do the warranty repair.

Verizon does not make the phones. They do not warrant the devices, they are acting as a retailer when you purchase from them. I guess you can understand now.

Because you have access to the cellular and data network does not mean Verizon is obligated to fix your device. You must have a working device to access the service you pay for. It is the customers responsibility to insure that device is able to do so. In this case an update from HTC made the phone unstable. Not Verizon.

The issue again remains as your car analogy with HTC who made your device.

Good Luck

Verizon_Support

FGWULandscaping Our goal is to make sure you have a working phone. We don't want you to leave us based on the issues with the software update. Let's check your options to see how we can resolve your concerns with the DNA. What specific issues are you having with your phone. Please share the details.

Sheritah_vzw

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