Multiple defective HTC Rezounds

[Necii]

make a brief list of the phones and the problems they had and what you have done to correct them. If writing, keep your list of problems short and direct.

1. call customer service and speak to a level 2 tech and tell them you have tried X number of phones and none have worked. Get them to swap you out for another model phone. Do your research to see what phones are comparable to the Rezound spec-wise (it is a top quality phone) as they will push lesser quality phones on you. If you dont get anywhere with the rep try asking for a manager or keep calling back until you get a rep who is willing to work with you. Check around forums as I know some people have swapped the for the RAZR Maxx (because they had extended batteries for the REZ and the reg RAZR doesnt have that option) Check around and you can see what the current offerings are.

2. file a complaint with the Better Business Bureau (kudos to who mentioned that) and you will get called by a VZW manager to work out the problem

3. Contact the corporate office via phone/letter/email addressed to one of the CEOs (info with names and titles is somewhere on this site or google it)  and list the number of phones and the problems and the reburbs dont work. They are more than willing to work with you to ensure you are happy. I found the will jump thru hoops.

Since September I have been thru 3 Bionics that got no signal. Rezound was not offered to me but I heard others got it so I whined and it worked. Am currently on my 4th Rezound and (fingers crossed) it seems perfect. And its brand new.

Went thru the reburbs #1with a bad speaker, #2 with the toasty 130 degree battery and a light leak at the bottom, #3 I didnt open; I was done with refurbs. New #4  got extremely hot with minimal use which made me uncomfortable. New #5 seems to be working great (fingers crossed). Speaker is fine, no static in headphones, gets rather warm but temp stays stable within a range.

So 8 phones later....

Of all the phones out there I chose to stick with the Rezound because its solid, speedy, great camera and sharp screen and the reception has been great (live in strong 4G area).

Do your research as there's alot of great phones out there. Read forums to see what quirks particular phones might have and maybe pick the phone with the quirks that will bother you least if you happen to get one of those phones.

Good luck and I hope you get your perfect droid

[vzw_customer_support]

Hi arupy!

It's no fun to get a replacement phone, I completely understand that. This is especially true when it's multiple replacements. It's also no fun to use a phone where the screen doesn't light up! I'd like to ask a couple of questions to see if we can get to the bottom of this. Have all of the phones experienced the same issue? Have you checked the display settings to see how long the screen is to stay on after a notification(Menu, Settings, Display Settings)? What is the software version on the phone(Menu, Settings, About Phone, Software Information)? If you pull the battery, does the screen come back? How long does the device remain this way or is it all the time? Try putting the phone in safe mode to see if an application is causing this: http://bit.ly/PmBFim Please let me know some of this information, I'm happy to assist you further.

Thank you!

Christina B
VZW Support
Follow us on Twitter @VZWSupport

[VicDewey]

Anthony - I too have multiple issues with the Rezound, call quality, display issues (proximity sensor) and am on my 3rd phone and 6 master resets.  Each reset/new phone takes about 6 hours to get all the apps reinstalled and phone back to the configuration since there is no way to resotre (like an iPhone). (My daughter has had similar issues with her Droid Bionic and is on her 4th phone).  I'm in sales, use the phone for work and travel extensively so I am reliant on my phone to make a living. I have been a Verizon customer for 12 years and have 4 phones, a broadband card and a home phone system. 6 accounts is all.  I am sooo frustrated that I am willing to pay the $1000 early termination fee to get out my contract and got to AT&T. My calls and requests to tech support have done little to help other than send out "certified like new" devices after multiple resets that have the same issues  If you are sincere in helping, please contact ASAP be you lose me for good.  Thank you in advance.

[commonsense101]

What else would you have tech support do than send another phone? I mean there are over a hundred thousand people that have no problem with the phone and you some how got four bad ones?  The fact it takes you six hours to set the pone back up should be a hint it might be an application problem.  Have you ever formatted the sd card or gotten a  replacement sim?  If you're just trying to hustle Verizon for a different model phone, they don't fall for that anymore..maybe contact htc

[VicDewey]

Wow, sounds like you work for Verizon!  <Comment deleted per the Verizon Wireless Terms of Service.  User is a customer of Verizon Wireless only.>

In this thread alone there are probable 50+ posts of people having multiple issues with this same model phone.  If you Google "HTC Rezound Issues" you will get ~818,000 hits.  The issues I am having are known issues (proximity sensor, screen, Bluetooth, etc.) with the phone.  I not trying to hustle Verizon as I offered to extend my contract and BUY a new phone if they would give me the upgrade price.  I think this is more that reasonable.  In fact, it will be cheaper for me to chancel my 4 lines, pay the early term fees and then go to AT&T and get a different phone at the upgrade price, which I'm close to doing.

The fact that they are unwilling to work with me on issues that are KNOWN issues is ridiculous.  They have Lemon Laws when you purchase a car with issues, they should have the same for phone.  What I DO expect is for Verizon to work with me to resolve the issue and take care of a long standing customer.  This has gotten me to the point that I am willing to spend the $750 to get out of my contact and take my $500/mo business elsewhere.

As far as setting up the phone taking six hours, it is a Android platform issue.  Since there is no way to sync the phone and have all the apps, app folder, screen layouts etc. automatically restore, one has to manually select each of the apps which take 4-5 clicks and then down load the to the phone. Then once they are on the phone, you have to go in and set up each application, accept T&Cs.  Then you have to go to the phone and reorganize all the screens. So when they say you need to Restore to Factory Settings to correct the issue or send me a new phone, it is a HUGE pain and inconvenience

Message was edited by: Verizon Moderator

[mjordanhenderson]

The HTC Rezound phone is horrible. Battery overheating, screen disappeared, sound issues with calls, cutting on and off constantly, redails with out touching, gets stuck during call, and many more issues.  I'm on my third phone and still having problems.  Can't upgrade until March 2014.   Verizon should offer customers the option to get another phone at the discounted rate.  I'm so frustrated with this phone.  I need a reliable phone as a single mother and thought this investment would be it.  Please Verizon let me get another phone at a discounted rate, please take this trashy phone.  Never had these problems with my LG. 

[demmo86rt]

That's funny, every time I get a new phone or factory reset mine, all my apps show up automagically, some even restore data on their own. You just need to know how to use your phone.

[B33]

+1

[VicDewey]

Hmmm, that's very interesting. How did you u set your phone up to do that? I called both Verizon L1&L2 support & HTC support and they all 3 told me there was no way to restore a phone (like iTunes w/ the iPhone).  They said you have go into Google play from a laptop and manually select each app that you previously downloaded (which takes 3 mouse clicks for each app), then reconfigure and rearrange all the apps.

Could you tell me how you set up your phone and maybe call Verizon and HTC and let them know as well? Or if you post it here, maybe they will read this.   Thanks!

[kimmy_2013]

This is my third going on 4th Rezound. They had to do some software fixes to correct my battery overheating and turning off and on. I had asked to get into the Samsung Note 2, but of course they wont let me...Ughhh. So here I am with yet another replacement phone that overheats. They did try to send me a HTC Incredible 4 or a Motorola Droid Razr, I said no I want a.) this phone to work without dropping my mobile network, overheating battery (so hot I can't even touch it), and not shutting off in the middle of composing an email to my boss. or B.) a Samsung Note 2. So they told the issue is supposedly fixed and I should have my replacement tomorrow. This is SOOOO irritating. I truly hope that this works now because I am so frusterated that I just want a PHONE THAT WORKS. Is that too much to ask while paying 300/month for a phone service for my family and I? I mean come on....