Any suggestions? I haven't had a chance to get to the verizon store yet but this is maddening! None of the 4 main keys work at all. I have tried safe mode and also a hard reset but neither had any effect. Any suggestions would be great!
Registering another HTC Rezound without functioning soft keys. Have tried everything that's been suggested in this forum and elsewhere. Past warranty, no insurance, not eligible to upgrade until the end of Feb. '14, so no help from the Verizon folks on site when I took it in yesterday. I've loved this phone and just want it to work.
Yep, add my Rezound to the list. This is a MAJOR problem as the phone is essentially useless now and I am not due for upgrade until January. So, I just have to slog out 6 months with a nearly useless phone simply because the Rezound has an issue - not because of anything I did.
@lgs83,I feel your pain! Having a working phone is a must and I'm here to help.Thanks for trying the suggestions previously provided by our community members in this thread.The last steps would be to perform a hard reset http://vz.to/1ctgZB4. Have you done this already?If you have already performed a hard reset and it did not help you may want to consider this http://vz.to/16vfYHl. You can also activate a previous owned device on your line until you are eligible for an upgrade. Since you are out of warranty we are unable to replace the device. John_VZWPlease follow us on twitter @VZWSupport
Well, figured I check back on this thread and it seems that the problem keeps getting worse. Might be time for everyone to consider switching to other providers once your contract is up. The disgraceful attitude of Verizon on this issue is infuriating to say the least. Every response by Verizon reps only serves to anger everyone even more with their fake sympathetic jargon. I've been with Verizon for years and don't want to leave but the thought of signing another contract with these people does not sit well. Verizon used to be known for excellent customer service but that is no longer the case. They are about getting your money every month and that's it. I can't believe this is still the same company I signed up with years ago!
I gotta deal with my piece of garbage, barely functional Rezound till February...that time can't come soon enough.
>>Edited to comply with <<
Message was edited by: Verizon Moderator
Hey there bencook,I am sorry to hear that you are also having issues with the HTC Rezound. We want to fully troubleshoot your device so you can go back to having a great experience with a great phone. Are you having an issues with the soft keys as well? Are you having any additional issues with the device? Any physical damange or water damage? Do you have insurance?Please provide additional information so we can determine the next best course of action.NicholasB_VZWFollow us on Twitter @VZWSupport
NicholasB_VZW
No other problems with the device. The capacitive buttons started being "glitchy" and then simply stopped working all together.
No water damage. Normal wear/tear with a few scuffs scraps, all of which happened over a year before the capacitive buttons suddenly stopped working a few days ago.
No insurance - but it stands to reason Verizon would sell a device capable of functioning for the duration of the two-year contract. Given how prevalent this issue is on the HTC Rezound and other HTC devices of this generation I fail to see how this is "my issue" requiring insurance.
Already tried Safe Mode followed by a full Hard/Factory Reset - neither of which worked = hardware issue.
-Ben
Thank you for the details bencook! We certainly want your device to be reliable as it should. I would like to review your account to better assist with options. Please follow me back and send me a private message with your name and mobile number. Thank you, LenaA_VZWFollow us on Twitter @VZWSupport
My rezound is doing the same thing. Started not responding last week. Getting worse. Very annoying. Has anyone found a fix for this?
I have know been dealing with absolutely 0 usage of my soft keys for over 1 month now. I am reaching the end of my patience with this phone and possibly VZW completely. Why is it, that the in the last 7 days, we have not heard a thing back from anyone? I used to love this phone but now it is just frustrating to own.
Does anyone have any suggestions? I have installed the "myhomebuilder" application. Is their anyway of closing out all of my browser windows that are open?
Another one... Soft keys almost totally useless. Began getting hot at the base when playing games. Thinking the heat could have caused problems some how... The phone's about a year and a half old. I love this phone and have had no other problems. But by the size of this thread, there is obviously a design problem that needs to be addressed by HTC and Verizon.
Add me to the list. Ive done the reset, battery pull, everything, you name it and still nothing. I still have 9 months left on my contract and my warranty is expired.The phone is pretty much useless now. This is ridiculous! Unless this gets resolved soon, I'm done with Verizon. Lawsuit anybody?
What are you going to file the lawsuit for?
Has anyone here actually sent their Rezound phone to HTC for "repair". If so, did it work? Cost?
Also, if anyone has actually replaced just the software in another way..... did that work?
Thanx
I think there has been some consideration of a hardware problem... potentially something called the "touch screen digitizer". Even if your screen has not been cracked the sensors / digitizer underneath it may not be working.
I found this on Amazon for the DIY folks
http://www.amazon.com/HTC-Rezound-Screen-Digitizer-Replacement/dp/B006ORMHJA
there are "reviews" to look at there
and then, I went to this site where they can repair it if that's what's up.
http://www.doctorquickfix.com/HTC-Cell-Phone-Repair/HTC-Rezound-Repair/HTC-Rezound-Screen-Repair
I spoke with HTC this am and they said I can send and they will check it out and let me know the cost to fix... others here have speculated $90. HTC said it they fixed it, it would come with a 90 day warranty for the same problem.
I'm not making any promises but it's worth thinking about.
I don't think VZW is going to give us any relief - at least we with with no insurance and out of warranty
I too have recently experienced my soft keys not working. It took about 2 weeks of slowly stopping, where I'd have to touch the buttons many times before they would work. Now they are pretty much useless, unless I want to take the chance of clicking them a million times and hoping it will work. My workaround is to remove the battery and replace it so I can get to the home screen. As I've searched around the internet, there are many people in the same boat with no fix from HTC or Verizon. I haven't even found where anyone from either HTC or Verizon has admitted there is a serious problem with this phone regarding the soft keys. >Comment deleted for violating the VZW ToS< or try one of the app solutions to add fake soft keys. Not sure what to do at this point, as my phone's warranty expired in May.
Message was edited by: Verizon Moderator><
Don't bother rooting your device. It is a hardware issue with the digitizer, the touch glass that sits on top of the LCD. The digitizer has to be replaced to fix the issue. If Verizon offers you nothing, which seems to be true for most of us, then you could replace it yourself.
Although it is tempting to just buy the $12 digitizer and replace that, from personal experience I would recommend spending the extra money (~$50) to get the digitizer+lcd pre-assembled. It is very difficult to line up the digitizer and make sure the adhesive is the right thickness and there is no dust etc during reassembly.
Replacing the digitizer will fix the problem.
FYI, I just spent an hour chatting with support and jumping through hoops... no help at all. No "tier 2" support on chat they tell me, so you can only reach tier 2 support by phone.
Has anyone confirmed that this replacement of the digitizer actually solves the problem? I would definitely consider it if I knew for sure it would solve the issue.
BENCOOK
Where can I / we buy the pre-assembled digitizer?
Look at post 113 just a few posts above. However, I've not read anywhere that it actually solves the issue. I'm skeptical since this all started after the last OS update. Why would so many digitizers go bad at the same time?
To everyone like myself that is experiencing problems with their htc rezound. I spoke with a verizon wireless customer service rep tonight on the phone and explained what is happening and that I have found lots of other people with the same issue. She told me that since it isn't listed as a known issue that there really isn't anything that they can or will do for it. After some more research I found someone on another forum that recommended an app to get around the issue. This is in NO way a fix just a way around so we all don't have to go broke either fixing our phones or paying for a warranty replacement that will more than likely have the same issues in a matter of hours of use. The app that I found and only have used for a few minutes at this point but am able to access the home screen from it is smart taskbar v1. There is another version that is newer but I couldn't find a home button so I gave up on it. I'm not affiliated with the company that made the app just want to help other people that are going through some of the same problems that I have started to experience lately. Hope this helps some of you at least a little bit.
I too have been having issues over the past weeks with soft keys, I was able to use build props editor to put the android default on screen buttons on. Then turned off the soft button brightness. This does work but it is not the same. I just dropped the phone off to have the glass/digitizer replaced. Will let you know if that works. It is a $100 same day repair locally (Philly area)
I just had Injured Gadgets (outside Atlanta) replace the digitizer. 1 day turn around after receipt via USPS. $75 including return shipping. I felt it was reasonable. They do sell the parts and tools for a DIY approach and have a video on their You Tube channel.
Next step.... customizing to use the phone's resources better.
Got the phone back, good as new. The only disappointment was the lights under the soft keys do not line up 100% with the icons. So i turned off the lights using Capacitive Buttons App.
I too have been having issues over the past weeks with soft keys. Will probably not buy HTC unless they do something about the issue.
Add my phone to the list. It was working fine, then one day it took multiple presses for the keys to work. It's really hit or miss now. Sometimes they work, others they don't. It's been a few days like this, and unfortunately, I'm not up for an upgrade for several months. I'm running Beanstalk with the updated radios. I guess I'll try a few different apps, and roms, and if that doesn't work, just buy a new phone.
I am in the same boat. My rezound was working fine up until recently the soft keys haven't been responding. It takes me multiple presses hoping one would make it work. Mine isn't completely dead yet but it makes for a frustrating time. I'm pretty sure Verizon isn't going to do much about it since they don't care much for our little problems. And all this talk from the reps about warranty doesn't do much for those who are way pass the one year it covers.
My rezound at 1.5 yr old, mint condition, is having the same issue. I friend of mine had this issue a few month ago with rezound after 14mo of usage. I didn't realize this is common issue for HTC rezound until I found this post. At this point, HTC should do something. I did get update recently. All rezound owners who are having this exact issue should post here.
Add another to this list. Soft keys stopped responding about 2 weeks ago after slowly getting harder and harder to get a response from them...
mkldang, I'm here to ease your frustration. We want you to know that we do care! Some 3rd party application software can affect the performance of your device. Have you downloaded a few 3rd party applications from the Play store? If so, I recommend that you uninstall a few apps and power your device off/on to soft reset it. If your issue persists, keep us posted. We're here for you. Lasina_VZWVZW SupportFollow us on Twitter @VZWSupport
I already did a factory reset and it did not do resolve the problem
Sent from my Verizon Wireless 4G LTE Smartphone
Dear Verizon Support:
As has been clearly established by this forum, this is a HARDWARE issue with the Rezound due to faulty/failing digitizers. Only having the digitizer replaced will fix this issue. Unless Verizon or HTC offers to replace/repair these Rezounds, the only solution is for us customers to get a new phone, replace the digitizer ourselves, or send our phone to a third-party to repair.
Any answer from VWZ Support that doesn't mention "broken digitizer" just raises everyone's blood pressure on this thread.
-B
@LiteshowI want you to have a much better experience with your device! Please share more details of what you're experiencing and any troubleshooting steps you have already completed. Did you notice this after installing any new applications? Have you tried removing and reinserting the device battery http://vz.to/14Aexm4? Please keep me posted so I can further assist. Thanks!AnthonyTa_VZWFollow us on Twitter @VZWSupport
As with the others in the thread. I've rebooted several times (mostly to
be able to get out of apps), and pulled the battery. I hadn't added any new
apps in a few weeks when when the soft keys stopped working, and have only
added 2 since (Pie and MyHome so I can get out of apps without rebooting).
I have another Rezound with broken glass laying around here somewhere, and
was looking into having the digitizers swapped, but again, this seems like
a well documented hardware issue that either Verizon or HTC needs to
recognize and do something about...
On Sat, Sep 7, 2013 at 10:16 AM, Verizon Wireless Customer Support <
Hi bencook,I am sad to hear about the problems you are having with your phone. We are here to help. The HTC Rezound is an amazing device. Have you tried to hard reset on your phone? http://bit.ly/1epLLvt Is your device still under warranty? Keep us posted.Thanks, BobbyS_VZWFollow us on Twitter @VZWSupport
Add me to the list, my Rezound soft keys became unresponsive as of yesterday. tried a reset with no luck. As I am still a yea away from upgrade and highly upset right now I want some answers Verizon. This is starting to look like a widespread problem with this device
Let's get your phone up and running Liteshow. Have you completed a hard reset on your phone? http://bit.ly/1epLLvt Is your device still under warranty? Keep us posted.Thanks, BobbyS_VZWFollow us on Twitter @VZWSupport
Add me to the list of irritated customers! My soft keys began to fail about a week ago (I had to press them several times to get them to respond) and now they do nothing at all. I have tried rebooting the phone, removing and replacing the battery, booting in safe mode, and finally, a factory reset. None of these did anything at all to fix the problem. As some others have said, this appears to be a problem with defective hardware. The phone is about 16 months old and has been kept in excellent condition. I went to the Verizon store and was told that I could buy a new phone or terminate my existing contract and begin a new one, receiving a new phone, but forfeiting my existing unlimited data plan. Since I refuse to reward Verizon or HTC for selling me a defective device, it seems my only options are to go the next 8 months without a working phone or to start searching for a new carrier.
While I realize it's still not the ideal solution, you could also purchase a used device from Ebay, Craig's List, or Swappa. Just verify that it is a Verizon device with a clean ESN.
Thanks for the suggestion. I'm currently polling friends and family to see if anyone has a device I can use.
We want you to have a reliable device DjSattva! We definitely value your business! Thanks for reaching out to us via a different support channel. I'm pleased you were able to review your options at one of our store locations. Please be aware we have the same options available here as we do in our other support channels. If your phone is older than 12 months and you don't have an extended warranty, our options are limited. Did the store advise you that you were eligible for an upgrade? If so, that would be our best recommendation. If you want to retain your unlimited data, you can purchase the device at full retail price anytime.JonathanK_VZWVZW SupportFollow Us on Twitter@VZWSupport
Hi kwalwort, We do not want to let you down! I would like to review your warranty options in more detail. Please follow me back and send me a Direct Message with your name and mobile number. I look forward to getting this resolved! Thank you,YaleK_VZWFollow us on Twitter @VZWsupport
Add me to the long list. My soft keys stopped responding about 2 weeks ago. If I get lucky, they do respond after 10 taps. My Rezound was kept in an Otterbox Defender case. It looks brand new without any scratches, defects or water damage, I have tried all the suggested solutions to no avail. The problem is not an App. I did download "PieControl" App from google store as previously mentioned on this thread. You can option the "home" key but not the "back" key because it is rooted. Looks like no luck with Verizon or HTC. Too bad. I was going to upgrade to HTC One but forget it now. Thinking about switching back to AT&T. Pie Control does help because you can always get back to the home screen but a partially functioning phone is unacceptable for me. I use this phone for business and home, Very frustrating because can't use the "back" soft key. If anyone knows of an app that makes the back key functional please let the group know. I am thinking iphone with applecare. Too bad because I really like the Rezound with the 7 screens. It is unacceptable that Verizon and HTC have not escalated this major problem for resolution.
Been having these issues for the last month or so, I've tried a new battery, done resets. Now all I do is keep pressing a dozen times or pull the battery.
UNACCEPTABLE.
I will be going to Verizon this week to probably get a "new" replacement under insurance. Can't upgrade until May. Silly me... I can't shell out hundreds for top of the line phones with a 2+ year lifespan.
Has anyone received a refurbished replacement?? How will that solve the problem since all rezounds have the same chance of this happening with the hardware??
Add one more Rezound that started to have the same problem about a week ago and it takes 20-30 touch if I am lucky to get response. When it completely dies I will take out my old non-smart phone and use for the remainder of my contract.
I do not know if software or hardware as there is no mean of troubleshooting so not taking side.
With that said I agree with everyone else here that it is an issue that affect MANYYYY Rezound owners so Verizon/HTC not even looking into the problem is just going to infuriate everyone and more than likely you will lose the potential repeat customer and I would add myself to this list as well.
I have been a loyal Verizon customer for some time now and now will consider ATT (I am using ATT/Uverse for home phone/Internet/TV) as well as other vendor
One bad experience is all it take Verizon and once you lose the customer they tend not to go back. That is the reason management always want to do rating and customer satisfaction survey so they can back up their claim of #1, blah blah.
Guess you had lost quite a few with this bunch.
Mine have also stopped responding as of about two weeks ago, and now are completely dead. Considering all of the possible software fixes (factory reset, safe mode, etc.) have been tried throughout the 15 pages of this thread the only thing that's left is that it is a hardware issue. My bet is that the cable that connects the digitizer to the motherboard is somehow breaking and not allowing the soft keys to work, even while the rest of the touch screen does. Of course, taking the phone to a repair shop will run you $100 or more, and trying to fix it yourself will both void the warranty if you still have it or make it so that you can't trade the phone in. My warranty is expired, so I'm doing the repair myself. If it works great, if not I'll just have to figure out something else.
One thing I've noticed reading through this thread, the problem always seems to happen about two months after the factory warranty runs out. Coincidence? I'd like to believe so, but who knows nowadays.
Following up on my previous post, it is definitely a hardware issue. I went ahead and replaced the digitizer with a new one and it is working perfectly again. Total cost was $50 (because I got the digitizer and LCD screen together) and about 20 minutes of time.
There was nothing that jumped out at me as being the cause when I was looking at the old digitizer, but my assumption is that it has to do with a connection breaking somewhere along the wire that connects it to the motherboard.
Add me to the list. The phone is useless now!! I called htc and the woman said, hmm i've never heard of this problem before! I said no way. You cant tell me I am the first person to call you about this problem. I said its all over the internet. And she said well, 1 person gets online and posts about it 1,000 times using different names.. I'm not buying HTC again and I am shutting off verizon next month. Verizon said since I am eligible for an upgrade they would not warranty the phone. So, not only is verizons data side crappy these days, but the voice quality sounds like metro pcs!!! on this rezound. So, i'm moving to att.
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Message was edited by: Admin Moderator
Add 1 more to the list of softkeys not working.
VERIZON - Please don't respond with telling me to reset phone or remove apps. If you read the previous 16 pages of response you will see that is not going to help. If you REALLY care about our experience own up to the fact the phones have a problem.
Add another to the list. Before customer support gives me the standard response, no the phone is no longer under warranty and I do not have insurance on it. I have tried all of the resets and suggestions mentioned in previous replies to no avail. My phone has had no abuse and works great with the exception of the soft keys. A well maintained phone should at the very least be able to get you through a 2 year contract. With 6 months left on my contract I guess I will limp to the finish.
Same with mine - HTC via Verizon really needs to step up to the plate here and start replacing those of us impacted with an obvious quality and or design problem. Out of warranty or not, they (both) are on the way to a class action lawsuit by ignoring the soft key issue.
I also need to add my Rezound to the list. I tried restarts, battery removal, removing apps. I just added the "ToHome" app. It puts a button in the pull down menu that I use to get out of apps. I have not found a "return" or "menu" button yet. I am up for an upgrade on January. Time to start shopping around.
Please add me to the list also. I'm trying to work around with some apps but they don't work as well. I've tried all of the other stuff shown here short or rooting.
I also am having the same problem I have added the suggested apps to work around but don't want to root my phone incase someday verizon actually helps us out, so I can only go to the home page, any other work arounds for just using the back button?
sadly this (post follow up by timotheus2443) was the most helpful reply to any, and of course did not come from Verizon as they are no help.
