Totally agree Nornee. Question for Ann154. Why are you posting here? Are you in the same boat as all of us with this problem or are you a verizon employee trying to deflect blame on htc?? I also agree with russrock that these verizon rep answers on here seem robotic and totally useless. Someone on their end needs to acknowledge that the problem is not on enduser end and the fault lies with them before this DOES become a class-action issue.
In response to Samuel (59)
Yes, I tried the wipe cache partition suggested by HTC. No change. Safe mode didn't work, neither did hard reset. Zero for three - strikeout.
No, I have never had the phone replaced. I got the phone almost as soon as VZW got it in the inventory. At the time it was marketed as a "premier" phone. Except for this problem (softkeys), I have enjoyed it.
@Sammuel_VZW, you should read this entire thread before you respond. This is a problem affecting many paying customers, and these piecemeal responses from VZW are not going to resolve the issue.
Count me in on having this issue too. You are correct in that none of the reps take anytime to read this thread. I'm very close to rooting my phone and taking care of this myself. But I may go to my local store first to see if they can resolve this.
After a few email exchanges with HTC (where they recommended wiping cache partition, using in safe mode and a hard reset (in that order of severity) - I got this today.
"Since you already tried both of the steps provided, this is hardware issue with your phone, I will strongly suggest you to please contact our RMA Department for further assistance with this hardware issue with your soft keys not responding; our repair specialists will provide the best solution and fix your phone as soon as possible. Also, our representatives will give you information regarding warranty and costs if any included. Please contact them at: 1-866-449-8358, the hours of operation for HTC Repair are from Monday to Friday 8:00 A.M – 1:00 A.M ET. They will provide the best solution and fix your screen."
Sigh, I went through all of that with HTC already. Sent my phone there only to be told it would be $160 repair. They don't acknowledge the wide-scale problem with their phone either. They are useless as well.
I could believe its simply a hardware problem if it was only a couple phones with this issue. But look at all of these people here on this thread that have the same exact problem and its becoming worse by the day. It would be an amazing coincidence if this problem was not connected somehow. Again, I stand by the notion that the upgrade screwed these phones. My phone was fine prior to that occurring. Everyone is within the same typical time-frame of post-upgrade where they are now complaining of this same problem.
Further, there is a person posting here that fixed the problem through a root and custom ROM. That seems to me to be a software issue to me then.
Oh BTW, all HTC does with your device is hooks it up to a diagnostic tool that tells what the issue is. Which means if you go and pay them to fix it and the software upgrade did indeed cause this, you will have dead soft keys again at some point perhaps.
I asked the HTC rep during my attempt to fix it with them "Could this be a software issue masquerading as a hardware issue?" his response "yes, that is possible." He then discussed rooting the phone with me as a fix attempt since I was unwilling to fork over the cash.
So basically I feel Verizon/HTC want nothing to do with us on this issue unless we want to give them more money in repairs or phone upgrades w/2yr contracts sans unlimited data.
Hi there Nornee & community,
I can completely understand any frustrations regarding the soft keys on your phone. They're pretty important to the overall function!
I do see a lot of great suggestions from my colleagues, and I do want to ensure we've taken every measure to ensure this issue is resolved.
I appreciate all of the troubleshooting you've already completed to attempt and resolve this concern yourself. I would like to send your report to our Manufacture Liason to make sure this concern is lifted up properly.
I've followed you to gather additional information. Please hover over my icon and follow me back. Then send me a direct message with the following information:
Current Software Version http://vz.to/13S7jhp
Device ID http://vz.to/177BoHZ
As well as a description of the exact issues along with all of the troubleshooting steps you've already completed.
I look forward to escalating your concerns to have this resolved!
Melissa_VZW
Please follow us on twitter @VZWSupport
russrock1, I can see how frustrating this is for you and we do understand because we are also consumers who have mobile devices and if we have this ph experience the same issues. Every new phone comes with a 1year manufactures warranty and if a phone is still within that time frame, having issues, and no damage we can replace the phone. After that time, you will need to replace the phone which is why we encourage extended warranty features or insurance. We never anticipate a phone having any major issues because we test our phones extensively to ensure they will work the best when customers purchase them. I'm sorry you and others are having issues so many issues but until an update is released to fix the issue we can not replace them if out of warranty. You can also purchase a phone from this program if you're not eligible to upgrade http://vz.to/16vfYHl . Please let us know if you have any further questions.
Kinquana_VZW
Please follow us on twitter @VZWSupport
Hey there Bburg,
I am sorry to learn of the issues that you are having with your HTC Rezound. It is my intent to get you into a fully functional phone. The hard reset is the final step in the troubleshooting effort and if that did not work we would have to look into replacement options.
Please follow me and dm me your mobile number and billing system password so I can review your account so we can discuss your options.
Nicholas_VZW
Please follow us on twitter @VZWSupport
@Melissa_VZW, I have complied with your above request.
I just wanted to reiterate, however, that we are looking for acknowledgement that these are not isolated incidents, and a real solution from HTC/VZW in the form of a software patch or whatever is needed to fix the problem for everyone.
Based on the response above from Kinquana_VZW, it doesn't sound like you're all on board yet. We would all appreciate a unified response approach and regular updates on VZW's progress on the solution, which, obviously, we expect you to determine and implement with the greatest alacrity.
Thanks!
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