Motorola Droid email problems and more.

[Anonymous]

I have had a Motorola Droid for 1 month today.  It is a rather neat gadget with some interesting apps.  However, it fails miserably as a phone and pda.

From day one, I have had trouble with getting e-mails from my msn account.  It works for a week or so and then stops for no reason.

I have had contradicting messages between Verizon Customer Service and from the technical staff at my local Verizon Store.  Verizon customer service states there are no problems with the Motorola Droid and that it must be my particular phone and to return it for another one at the store, while the store has maintained that the problem is not with the phone but a system issue with Google.  Today, I was informed that the Droid will not work properly with virtually any e-mail account unless it is a Gmail account.  Multiple technical support people at the store stated this, and it has been a known problem since the Motorola Droid was introduced.

 Nowhere in any of the intense marketing of the Motorola Droid is there any mention that the Droid will not function properly with accounts other than Gmail.  There certainly are no signs or disclaimers I could find in the store or any marketing materials for the phone.

I have had other problems with the phone such as having the Blue Tooth frequently disconnect for no reason (told this is normal) or programs like the camera starting by itself for no reason.  I can’t count how many pictures I have taken of the palm of my hand.

To make matters worse, to exchange the phone for something else, Verizon charges a $35 re-stocking fee.

I'm not sure what to make of this.   If all this is true, it would appear that Verizon and Google have been and are engaging in unfair and deceptive business practices with the marketing of the Motorola Droid.  They suck you in with their marketing and  neat apps to get your to buy the phone, and if you don't like the fact that it does work the way it should, you're going to have to pay $35 to get something else.  That or switch all your e-mail accounts to Google Gmail, a slick way for Google to gain market share by forcing people with the Droid to switch to Google.

The Blue Tooth, voice dialing, and phone functionality are horrible.  Desptite it all, it is such a neat gadget that if they could just these things to work better, I'd like to keep it.

If it they can't get the Droids to work properly,  they should be informing everyone of the Droid's severe weaknesses and known problems in their marketing campaign and at point of sale so more people don't get snookered (but then no-one would buy one –Oh my!)

I want my Droid to work like it should and should not have to pay a $35 re-stocking fee because it doesn't work properly.

I'm not sure about other states, but in Massachusetts, unfair and deceptive business practices, such as what Verizon and Google appear to be engaged in with the Motorola Droid is illegal (Mass General Laws Section 93a).

Speak up if you have similar problems with your Motorola Droid and agree that the marketing of the Motorola Droid combined with Verizon’s $35 re-stocking fee is unfair and deceptive.

[supitsmike]

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droidsux wrote:

I have had a Motorola Droid for 1 month today.  It is a rather neat gadget with some interesting apps.  However, it fails miserably as a phone and pda.

From day one, I have had trouble with getting e-mails from my msn account.  It works for a week or so and then stops for no reason.

I have had contradicting messages between Verizon Customer Service and from the technical staff at my local Verizon Store.  Verizon customer service states there are no problems with the Motorola Droid and that it must be my particular phone and to return it for another one at the store, while the store has maintained that the problem is not with the phone but a system issue with Google.  Today, I was informed that the Droid will not work properly with virtually any e-mail account unless it is a Gmail account.  Multiple technical support people at the store stated this, and it has been a known problem since the Motorola Droid was introduced.

 Nowhere in any of the intense marketing of the Motorola Droid is there any mention that the Droid will not function properly with accounts other than Gmail.  There certainly are no signs or disclaimers I could find in the store or any marketing materials for the phone.

I have had other problems with the phone such as having the Blue Tooth frequently disconnect for no reason (told this is normal) or programs like the camera starting by itself for no reason.  I can’t count how many pictures I have taken of the palm of my hand.

To make matters worse, to exchange the phone for something else, Verizon charges a $35 re-stocking fee.

I'm not sure what to make of this.   If all this is true, it would appear that Verizon and Google have been and are engaging in unfair and deceptive business practices with the marketing of the Motorola Droid.  They suck you in with their marketing and  neat apps to get your to buy the phone, and if you don't like the fact that it does work the way it should, you're going to have to pay $35 to get something else.  That or switch all your e-mail accounts to Google Gmail, a slick way for Google to gain market share by forcing people with the Droid to switch to Google.

The Blue Tooth, voice dialing, and phone functionality are horrible.  Desptite it all, it is such a neat gadget that if they could just these things to work better, I'd like to keep it.

If it they can't get the Droids to work properly,  they should be informing everyone of the Droid's severe weaknesses and known problems in their marketing campaign and at point of sale so more people don't get snookered (but then no-one would buy one –Oh my!)

I want my Droid to work like it should and should not have to pay a $35 re-stocking fee because it doesn't work properly.

I'm not sure about other states, but in Massachusetts, unfair and deceptive business practices, such as what Verizon and Google appear to be engaged in with the Motorola Droid is illegal (Mass General Laws Section 93a).

Speak up if you have similar problems with your Motorola Droid and agree that the marketing of the Motorola Droid combined with Verizon’s $35 re-stocking fee is unfair and deceptive.

---

First I'm sorry about your experience. Secondly, to address the whole tone of your post; There is no need to behave all 'I-have-discovered-you-ruse-Google-and-Verizon-and-you're-not-getting-away-with-it' Are there certain things that we all wish Verizon would clarify about? Yes. But do other companies do it as well? Sure (Um, Hello with my experience with the Cliq and T-Moble). If you think rationally then you would know that purposley screwing over customers is no way to garner momentum in the mobile device world.

If Verizon techs are telling you that no other e-mail will work with the Droid other than Gmail then they are A)Not knowing what they are speaking about or B)Really poor employees who are just talking to talk. In my experiences, I have been able to connect with third party e-mails (Yahoo/Hotmail) just fine and I don't see how other people have issues. Now, I don't know how business e-mail behaves, seeing as how I don't have one.

In addition, the only Bluetooth issue that I've come across is having to actually pick up the call via the phone as opposed to the headset.

There is no documentation from Google that states "Oh yeah well we know these things don't work, however, we're okay with that because we want you to use our product." Google isn't like that. Is Gmail a great alternative that I would strongly suggest you use? Yes. Should you have to? No.

Look, as a Droid user, I have had zero (0) problems with my phone. Sometimes bad ones come out, you just have to return it.

There really isn't reason to start proclaiming that the sky is falling when the only thing that's really going on is a few raindrops on your head.

Complain about the $35 restocking fee (which I believe is stated in your contract) -- but don't say that the people who work hard at giving you a great OS has any part of being 'shady' with you.

[CJR]

I have various email addresses (aol and hotmail) working on my phone.  You just have to find the right settings by trial and error.  The problem is the Verizon Techs don't always know and the email sources don't always get it right.  Right now my only problem is with optimum; the emails delete themselves from the phone, but not from the server.

[Anonymous]

Thank you for the response.

I'm just really disappointed that my Droid doesn't work the way it should and when I return to the store, they tell me there is nothing wrong with the phone and that it is working the way it is supposed to.  The techs I have been dealing with have the same phone and tell me they have the same problems and giving me a new phone will not solve the problem.

As disappointing as that is, what really upsets me is that the know this is an issue and are not informing potential consumers.  The tech showed me an e-mail from their national tech center confirming this.  The tech at the store spoke with the Verizon CSR while I was there and confirmed that another phone would not solve the problem.

The response from the tech at the store about my Blue Tooth disconnecting for no apparent reason was, again, "It's normal.  My Droid does it too".  I've seen in some other posts where this occurs as well.

To charge someone a restocking fee for a device purchased with so many known major flaws, to me is really unfair.  To knowingly sell them to unsuspecting consumers, to me is deceptive.  If these things are true, this practice very well might be illegal and because other companies are doing it, doesn't make it right.  And we as consumers should demand, and get better.

If I am the only person with these problems, then perhaps it is my phone and they should exchange it for another one.

 If someone out there knows how to solve the issues (primarily the one about the e-mail), please let me know.  If my e-mail issue is solved, I feel the Droid's other neat gadgetry outweighs its other negatives and I'd rather keep it.

If you are having trouble with your Droid and Verizon has charged you a $35 dollar re-stocking fee, or is telling you they will charge you a $35 re-stocking fee, speak up.  This practice is wrong if somone sells you a bad product, IMO.

[logicman]

I think you need to find another Verizon store. Also, Verizon gives you 30 days to return the phone if you are not satisfied. Assuming all the problems you describe did not begin on day 31 you had ample time to return the phone and not get hit with a fee. Have you tried searching the forum for answers to your email problems?

[Anonymous]

I have been back to the Verizon store several times with the e-mail problem, last night being the latest and day 30 of my  "trial period" (for lack of a better term) and which prompted my post.  Fortunately, they told me that any of the phones purchased after November 15, 2009 have until January 15 to be exchanged under the "trial period".  So, I am hoping to get the issues with the phone resolved before the January 15th.

However, Verizon now charges $35 restocking fee for exchanges within the trial period.  After the trial period has elapsed you can only get the phone repaired under the warranty or replaced with the same phone.  No exchanges for other models after the trial period has elapsed.

The store I am going to is a Verizon store and not a franchise.

I don't think I or anyone should have to pay a re-stocking fee for something that doesn't work properly within the warranty period if they can't get the thing to work properly ,never mind the trial period.

[PPC_Dude]

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droidsux wrote:

I have been back to the Verizon store several times with the e-mail problem, last night being the latest and day 30 of my  "trial period" (for lack of a better term) and which prompted my post.  Fortunately, they told me that any of the phones purchased after November 15, 2009 have until January 15 to be exchanged under the "trial period".  So, I am hoping to get the issues with the phone resolved before the January 15th.

However, Verizon now charges $35 restocking fee for exchanges within the trial period.  After the trial period has elapsed you can only get the phone repaired under the warranty or replaced with the same phone.  No exchanges for other models after the trial period has elapsed.

The store I am going to is a Verizon store and not a franchise.

I don't think I or anyone should have to pay a re-stocking fee for something that doesn't work properly within the warranty period if they can't get the thing to work properly ,never mind the trial period.

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I believe that the restocking fee only applies if you exchange the phone for a different one within three days of the return.  If you simply return the phone and go back to your previous phone there shouldn't be a restock fee.

[Anonymous]

The $35 re-stocking fee applies to anything returned during the 30-day "trial period".  Plus, my old phone S.T.B, so I don't have another phone to go back to.

I'm either stuck with this P.O.S. for the next year and a half until I qualify for a new phone, or pay the addtional $35 re-stocking fee to get a different phone.   At least the "trial period has been extended to 01/15 soi I have until then to resolve the issus or bite the bullet and get a different phone.

[PPC_Dude]

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droidsux wrote:

The $35 re-stocking fee applies to anything returned during the 30-day "trial period".  Plus, my old phone S.T.B, so I don't have another phone to go back to.

I'm either stuck with this P.O.S. for the next year and a half until I qualify for a new phone, or pay the addtional $35 re-stocking fee to get a different phone.   At least the "trial period has been extended to 01/15 soi I have until then to resolve the issus or bite the bullet and get a different phone.

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That's not what it says here >> http://www.verizonwireless.com/b2c/globalText?textName=RETURN_POLICY&jspName=footer/returnPolicy.jsp

"A $35 restocking fee will apply if you exchange your device for a different model or color, or if you return your device and within three days purchase another one."

[michellesax]

I have had a similar experience with my Droid.  I purchased it on Nov 27th.  I set up two pop3 email accounts & continue to have the same problem....I receive emails for approximately 24 - 48 hours, and then they stop coming through.  The only way to get them through again is by taking the battery out & back in and then repowering the Droid.  The same cycle continues (within 24 - 48 hours the emails stop syncing).  I returned my Droid approximately 2 weeks ago & was given a replacement, but I continue to experience the same problem on the replacement.  I have been on the phone at least a dozen times with Verizon & Motorola Tech Support (and even my ISP) and have had no resolution.  They just keep telling me to take the battery out, restart the phone, and call back if it happens again.  In Motorola's forums, I discovered that this is a common issue & there is no real fix to it yet.  

The sound quality is also extremely poor.  It sounds like I am talking into a tin can & I lose calls constantly.   It will go back & forth from 1 to 4 bars in the same spot...it makes no sense.  I love the touch screen, the browser speed, GPS, and a lot of other applications that come with this device, so I was really hoping that there would be a fix for the email problem, but I have lost hope.  If the email issue could be resolved, I was willing to sacrifice call quality, but it is really is not worth the aggravation.  I am also very frustrated to have to pay the restocking fee, since it is a matter of the phone not having the capability that was promised and not just a matter disliking the phone. 

[Anonymous]

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michellesax wrote:

I have had a similar experience with my Droid.  I purchased it on Nov 27th.  I set up two pop3 email accounts & continue to have the same problem...I receive emails for approximately 24 - 48 hours, and then they stop coming through.  The only way to get them through again is by taking the battery out & back in and then repowering the Droid.  The same cycle continues (within 24 - 48 hours the emails stop syncing).  I returned my Droid approximately 2 weeks ago & was given a replacement, but I continue to experience the same problem on the replacement.  I have been on the phone at least a dozen times with Verizon & Motorola Tech Support (and even my ISP) and have had no resolution.  They just keep telling me to take the battery out, restart the phone, and call back if it happens again.  In Motorola's forums, I discovered that this is a common issue & there is no real fix to it yet.  

The sound quality is also extremely poor.  It sounds like I am talking into a tin can & I lose calls constantly.   It will go back & forth from 1 to 4 bars in the same spot...it makes no sense.  I love the touch screen, the browser speed, GPS, and a lot of other applications that come with this device, so I was really hoping that there would be a fix for the email problem, but I have lost hope.  If the email issue could be resolved, I was willing to sacrifice call quality, but it is really is not worth the aggravation.  I am also very frustrated to have to pay the restocking fee, since it is a matter of the phone not having the capability that was promised and not just a matter disliking the phone. 

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Michelle,

Thank you for your post.  It is comforting to know there are others out there with a similar problem.  I have found that if I re-boot the phone, the e-mails sometimes working again.

I am no certainly no expert, but I suspect  that there is likely a conflict with other programs or apps running in the background that is causing the problem with e-mails.  If so, the problem may be compounded by the fact that many apps continue running in the background, even after you think you closed them.  

If enough people complain to Verizon about the Droids problems and if another brand phone is the only solution to it, Verizon needs to seriously re-think its re-stocking fee policy. 

If I wanted a Blackberry, I would have purchased it the first place.  What I want is a Droid that functions properly.  If I have to resort to getting a Blackberry to have a phone that functions properly, so be it.  But I'll be dammed before I will pay their re-stocking fee.

[michellesax]

Droidsux,

I really love your user name!  I just got off the phone with another Tech 2 Support person from Motorola.  He is the first person who has admitted that Motorola is aware that there is an issue with some pop3 accounts & they are "diligently working on the issue," but they are not able to guarantee a fix or an update.  The only thing they can suggest at this time is to take the same steps that I have been taking (taking battery out & back in).  This is not what I wanted to hear, but I'm glad that someone was finally straight up about it! 

There is an option that I read in a Motorola forum & has been working for me.  It is not ideal, but is a work around if you want to stick with the Droid. I set up my pop3 account to have my emails forwarded to my gmail account. In the gmail account, there is a setting that I changed to have outgoing emails appear as though they are being sent from my pop3 account.  I really dislike gmail, but it is the alternative that I have been using while I decide what I'm going to do with this phone (I really do not want to go back to a Blackberry, but not sure there are many other options).  Like you, I just want my Droid to work!!!

Also, when I called Verizon tonight to discuss some other phone options, a Customer Rep (not Tech Support) told me that the reason that my Droid is not functioning properly is because I am on a grandfathered plan (Digital Choice) vs. the new Nationwide plan.  I was not aware there was a difference between the two plans in the coverage/service...I assumed it was just a matter of minutes/allowances & and that I pay for calls made outside of my regional area vs. those calls being included in my plan.  I'm not sure if there is any truth to what she said.  If anyone has any knowledge or experience with this, please let me know.   

[Anonymous]

Michelle,

Unfortunately, I don't think the plan you are one has anything to do with it.  I have the premium nationwide plan and we both have the same problem.

At least it sounds like Verizon is beginning to recognize there is a problem.  Pperhaps someday there may be a solution, but don't hold your breath.

I too went the gmail import route, but this stops working after 24-48 hours,  The tech at then store with the same phone told me his did same thing too.  So I believe this is as much a Google problem as a Motorola or Verizon one.  I see oher brand phones using the Android system having similar problems.  Verizon's problem is they are promoting and endorsing these phones with this system.  The techs tell me that these problems are more by design to get people to switch to gmail.

While I recognize that gmail is a viable (and perhaps better) alternative to other email providers, I don't want to change email addresses, just like I don't want to have to change cell phone numbers.  I view these things as mine, and I don't want to give them up.

[TampaAnthony]

I made the mistake of being an early adopter of the Droid phone and could not be more disappointed.  There seems to be a well documented problem with people intermittently receiving email that Verizon and Motorola have yet to resolve.  I have spent dozens of hours researching solutions, on the phone with both Verizon and Motorola tech support, and at two stores (the Cellular Sales store in Tampa University Mall & the Verizon Wireless store at 714 S. Dale Mabry Hwy).  I have been very patient and unfortunately continue to be misled about a number of things, which I will detail below.  I am an Anesthesiologist and the Medical Director of a busy Operating Room, so there are real safety concerns when one of the modes of communication I really on professionally is NOT RELIABLE.

I purchased the Droid 11/06 at Cellular Sales.  They had no accessories and did not even have the software yet to sync my contacts from my old phone.  I purchased a generic carrier that had a magnetic clip that was draining my Droid battery in a few hours.  The phone was almost not functional the first week while I sorted out the cause of the battery problems and found another store that could sync my contacts.  The email problem continued after switching out to a different pouch, so a phone tech support specialist suggested that I bring it back to Cellular Sales and have it replaced with a new phone since it appeared as if the phone was defective. 

Eighteen days into the contract (11/24) I brought the phone back to the store I purchased it at and they replaced it with what I was lead to believe was a new Droid.  The female sales rep also lead me to believe I had thirty more days to make sure I was happy with the phone and not have to pay the exorbitant $350 early termination fee (ETF).  Unfortunately, the rep set the Droid up with my wife’s number and I did not receive a few important work calls until it became apparent that the rep switched our phone numbers while setting up the phone.

The email problems continued, with Verizon support blaming Motorola, and Motorola blaming Verizon.   Within the first week of having the second phone I inquired about getting out of the contract and was encouraged to wait for a software update the second week of December that would likely solve the problem with receiving emails.   I naively waited, but the upgrade did not help at all.  I have almost $200 of accessories that are still sitting in a bag because I had no intention of keeping a phone that I cannot reliably receive emails with.

Based on the assumption that I was still in my 30 day window, I called Verizon tech support on the night of 12/22.  I asked how to get out of my contract without a termination fee, and she stated that I had a good chance of doing so because I was not issued a new phone on 11/24 when I returned the defective Droid.  She suggested that I return to the Cellular Sales store before 12/24 to have them replace my current “refurbished” phone with a new one or ask for their help terminating my contract without the ETF.  She suggested that they should do anything they can to keep from losing me as a customer.  She also explained that if I wanted to stay with Verizon and did not want to wait for a solution to the email problem with the Droid, they would replace it with a Blackberry device.

Travis helped me at the Cellular Sales store on 12/23, and this was the low point of my experience with the Droid.  He basically said he and a lot of other people he knows with the Droid have email problems.  He denied the possibility that my phone was “refurbished.”  He made a few calls to see if he could get me out of my contract without paying the ETF or exchange it for a Blackberry, with no success.  The tone of the experience was “just deal with it and hope that the software upgrade next month works.”

I have been a loyal Verizon customer for some time (phone, wireless, cable, and internet) and waited a long time for Verizon to have a phone comparable to the Iphone.  I guess there is a reason Verizon had a $21 million settlement last year related to its early termination fees.  Unless Santa brings me a Droid that works, it appears that legal representation and a FCC complaint are my only option if I do not want to give them the satisfaction of paying a $350 early termination fee.  Happy Holidays.

[Droiddudeaz]

Sometimes I have to turn my phone off and back on in the morning to download NON GMAIL acct's. I have a yahoo account and a work account. I don't like that gmail works flawlessly and any other email accts are not as user friendly.....but I like the Droid a lot overall. I had a HTC Touch Pro 2 and had a replacement sent and that one crapped out in a week, so they sent me a Droid and it's MUCH more stable and user friendly. I gave up Windows Mobile with great reluctance, but I have to say, the Android OS is much better. The only criticism I can think of is the calendar function is not as cohesive as the HTC Sense interaction, but everything else is nice. The app store is sick, so many that I can't go through them all.....

My non gmail accts seem to be acting better in the last few days. I haven't had to reboot the phone in the mornings to download in the last few days.

[Bjeans]

Today is the last day in the 30-day trial and I'm very reluctantly going to return my Droid.   I love the Droid for lots of reasons, but without a solidly working email program - and to a lesser extend totally hands-free bluetooth phoning - it's just a terrific browser with fun apps - in other words, a toy.  Don't get me wrong, I love toys, and the apps I have help me in my business.  But I don't want to be forced to switch to gmail, and I'm tired of: 

- deleted emails returning over and over;

- having to turn off notifications because I get notifications of those deleted emails repeatedly;

- not being able to delete groups of messages

- having my contact list appear in last name/first name order and so on.  (The last name/first name switch makes company names with more than two words appear in really weird order.)

(I do get all of my emails.)

I assume Motorola will fix the bluetooth issue down the road, so that isn't a deal breaker.  But my relatively simple three-year old phone had zero problems with emails from three different providers, and I had 100% hands free blue tooth.  

I consider this a non-working phone if it can't handle emails well from isps other than google.  How can they do the really complex stuff so well and ignore the basics?  It's like having a PhD but not knowing how to spell C A T. 

[Anonymous]

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Bjeans wrote:

Today is the last day in the 30-day trial and I'm very reluctantly going to return my Droid.   I love the Droid for lots of reasons, but without a solidly working email program - and to a lesser extend totally hands-free Bluetooth phoning - it's just a terrific browser with fun apps - in other words, a toy.  Don't get me wrong, I love toys, and the apps I have help me in my business.  But I don't want to be forced to switch to gmail, and I'm tired of: 

- deleted emails returning over and over;

- having to turn off notifications because I get notifications of those deleted emails repeatedly;

- not being able to delete groups of messages

- having my contact list appear in last name/first name order and so on.  (The last name/first name switch makes company names with more than two words appear in really weird order.)

(I do get all of my emails.)

I assume Motorola will fix the Bluetooth issue down the road, so that isn't a deal breaker.  But my relatively simple three-year old phone had zero problems with emails from three different providers, and I had 100% hands free blue tooth.  

I consider this a non-working phone if it can't handle emails well from isps other than Google.  How can they do the really complex stuff so well and ignore the basics?  It's like having a PhD but not knowing how to spell C A T. 

---

I can't agree with you more.  When you returned it, did they nail you with the $35 restocking fee?

The Droid is basically a toy - fun to play with.   I mean, sometimes you have to press 5 different items for something as basic as just hanging up the phone!

How can they screw up something so basic and simple!

I am getting my e-mails now (intermittently), and the same ones over and over again even after deleting them numerous times.  What a useless P.O.S.

I am going to return it too, but I am going to fight like hell over their $35 re-stocking fee.

[WiFiAZ]

I currently have a BB where my 2 yr contract is over later this month (01/15/10).  I was in Best Buy the other day where they sell phones and service for multiple carriers and asked them about the Droid vs. BB.  The unbiased sales associate told me that if email was an important part of my requirements "Do not go with the Droid".  That is not what I wanted to hear but now seeing the comments on this forum it will definitely sway my decision.

[ibanez737]

IDK if this would make any difference for anyone since it sounds like a server issue, but have any of you tried using K-9 mail from the market? It's a lot better app than the default email app as far as functionality. I assume it's going to make the same network connection to retrieve messages though, but might be worth a try.

[mks568]

I am sending my Droid back today for the exact same reason.  Every few days the phone stops receiving emails.  Fun toy but not a good PDA.  Going to the Touch Pro 2.

[businessdroid]

Having run into several issues in using my Droid for business, I decided to create a site devoted to just that. DroidMeansBusiness allows business users to see the best apps, read reviews and connect with companies and individuals in this space to get more from their phones. Try this article on best business apps which has some basic information on K-9 mail and Ics Bot to overcome some common shortcomings of the default apps. Hope this helps