Multiple defective HTC Rezounds

[gvpike]

Is anyone else having problems with their Rezound?  In late December 2011, I got my first Rezound (Phone 1).  However, whenever I took a picture, the flash stayed on (no, the "remain on" button was not activated) and would not shut off. However, once I removed the battery and restarted the phone, the flash turned off.  I went back to the store to ask them how to fix this problem and they said no one had mentioned this problem before.  But when I went online, I found plenty of people who had this problem.  So, because there was no workaround, they ordered me a "Certified Like New" phone. 

The "new" phone (Phone 2) did not have the flash problem experienced with Phone 1.  However, I began to receive complaints from  people that my voice cut in and out while on the phone and they could not hear me.  This is my business phone.  So I took Phone 2 back to the Verizon store to see what could be done.  Again, I was advised that they had never heard of this problem so a "new" phone had to be ordered.

I received Phone 3 and, again, it has the problem with the voice fading in and out and constant complaints from people that they could not hear entire sentences.  Again, I went back to my local Verizon store and was told the same - never heard of this problem. Let's order another "new" phone.  In the meantime, I did some research and it appears that many customers with the Rezound had problems with the microphone cutting in and out.  So, if Verizon didn't have notice, it SHOULD have had notice with due diligence.  Having your head up your arse is NO excuse. 

So I received Phone 4 on a Monday at 4:45 p.m.  Took the phone home to set up.  Thirty minutes into setting Phone 4 up, it became burning hot and shut off.  I  put the battery back into Phone 3 so I could have some phone service.

So, I went back again to the Verizon store and was told the battery was drained and would not accept a charge!  Because the store did not have any replacement batteries, one would have to be ordered and I was just out of luck with no phone.  I advised the staff that this was entirely unacceptable.  They told me to call Customer Support - which I did, but was disconnected after waiting on the phone for 20 minutes.

I now have to return Phone 4 after having it for 30 minutes and am in the position of having to accept Phone 5.  I DO NOT WANT THIS REZOUND PHONE.  I have been a customer of Verizon for 15 years and this is the first phone I've had to return.  Does anyone have any suggestions for how to get to another phone?  I will post this all over the internet if I have to.  Verizon needs to care about customer retention because if this isn't fixed I'm out of here.

[ian18125]

Left VZ yesterday after a solid 7+ year run. First 6 years were great, and then I got the Rezound and had all the same issues described here and others. Tried to resolve this amicably with VZ -- still had 2 months until my upgrade and my phone was completely useless -- but they offered me nothing. Cost me $170 early termination fee but it was worth every penny after this nightmare because it feels SO good to finally have a phone that works!

[ian18125]

meant to say that i also lost my unlimited data... but i have no regrets

[mkruzel5]

I had at least two HTC Rezounds because of constant reboot loops.  I waited 8 months for the Ice Cream Sandwich update and haven't had one problem since the upgrade.  I have the opportunity to upgrade my phone in a couple of weeks even though I got my Rezound in November 2011.  I will be glad to get rid of this phone. 

[commonsense101]

Try contacting HTC..

[browsin4287]

I had both the camera problem and the cutting in and out problem with my rezound. When I had the camera problem, less than a week after buying the phone, I read  your post (about a year ago now) and went back to verizon. They too told me they had not heard of the problem. I pointed them to your post. They replaced the phone.

I also use my phone for business, and have had many people tell me I'm cutting in and out, but I determined the problem was that I was holding it to my ear with my shoulder while I typed. You absolutely CANNOT do that with this phone. My employer also has the same phone, and we have tested with each other- the person on the other end simply cannot understand a word you say unless the phone is held exactly the way it's intended to be held. If you haven't already, try using a good quality blue tooth and see if that resolves the problem (or just be very careful how you hold the phone)

[ljack43]

I also have several of these same issues with my Rezound. I upgraded in February and the phone was great until a couple months. It started out with the normal battery issues of not holding a charge and then getting too hot to be in my pocket at times when I wasn't even using the phone. Went to the store but they said "no known issues" and the battery is bad and I would have to by a new one and suggested getting one off Amazon b/c it would be cheaper. I have been with Verizon for 8 years and have not asked to trade to a different phone ever. I have never had so many issues with a phone, but I usually just suck it up and don't complain b/c some issues you can live with... and after the "battery" incident at the store, I figured I would get about the same amount of help as before. On the upside, in these 8 years, I usually have had excellent customer service from the store associates. I would drive the extra miles to a different store b/c they treated me and my family with the extra care that makes a customer feel good about being with a cell phone provider.

So, now we come to the Rezound. I have been in the store several times with all these issues (not all at the same time):

- battery not charging/over heating

- SMS error messages while typing messages and while sending messages (Cause Code: 65535, Error Class: 3) (Message Failed: Would you like to retry?) and (SMS Error: General Problems). I have shown pictures of these errors and a hard resets were done, again I was told "no known issues".

- Voice call quality: people can't hear me, sounds muffled, or cutting in and out like I was in the country with zero bars but was in the city with full service.

- freezing up: was told to take battery out and restart every time. (this gets old but you get used to it)

- 4G LTE service cuts in and out in the city. Keeps going away and then coming back randomly. I was told the fix would be coming in the latest software update.... Never saw this special software update to fix 4G issues. I have updated to the most current firmware and Android OS available to this phone.

- FOR THE GRAND FINALE: The reason I have gone to two different stores in the past two weeks is now my phone is swapping contact info in and out during a texting thread, I have pictures showing two different cell phone numbers are listed as the same person and I have no idea which phone number the texts I send are going to. This time they said "SIM card was bad" and giving me a new one would fix that issue. It didn't... when I told them this and I tried to get into a different phone, I was told I was "stuck with this phone until my contract was up. Sorry." So I left the store without the issue being resolved.

Can someone from Verizon please contact me so we can get this issue resolved? Preferably a manager or supervisor that can actually resolve the issue and not "escalate" it with no one actually taking care of it.