UPDATE: From RogersMary - Dream owners to be offered exchange to Magic

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  1. mjschmidt

    mjschmidt Well-Known Member

    RogersMary (the Rogers rep we've been dealing with via Twitter, email, and these forums) just informed us a few moments ago that Canadian owners of the Rogers Dream would be given a limited time opportunity to exchange their Dreams for HTC Magics, so they would be able to get the forthcoming updates.

    Details are to follow, and there is nothing official in-store or online yet. I would assume this is only for people who bought their phones through Rogers, ie. if you bought it on ebay, I doubt you'll get an exchange.

    Here is Mary's post in the forum: http://androidforums.com/rogers/10647-rogers-dream-1-6-update-25.html#post247233

  2. GreatBigDog

    GreatBigDog Well-Known Member

    I left a tip for Phandroid and BGR, lets see who publishes first, besides Mike that is ;-)
  3. puleen

    puleen Well-Known Member

    Dream users can now hop on board the train and take a Magic journey. *corny* Cut me some slack it is 2:21 AM :)
  4. bgoody

    bgoody Well-Known Member

    This is very good news for Dream owners (although I am not one of them) and kudos to Rogers for stepping up to the plate. I just wish they would take the initiative with Android instead of always having to be prodded into action. Probably this whole situation has helped them to get up to speed with the what Google is trying to do so that they don't stay trapped in the old model.

    Speaking of speed....when is Montreal going to get the 3GS speed upgrade? It was announce months ago but we're still puttering along at 1.2 or so.
  5. mjschmidt

    mjschmidt Well-Known Member

    Here are the new details of the exchange for Rogers customers who purchased an HTC Dream on contract and want to get the Magic.

    "Hi Everyone:

    Here are the details of the HTC Dream to Magic upgrade that Rogers announced Friday:

    --Current Rogers customers who activated a new Rogers HTC Dream through Dec. 31, 2009 - either through upgrade or a new activation - may upgrade that device to an HTC Magic for a limited time.
    --Upgrades must be done through Customer Care (1-888-Rogers1) or through Rogers.com (existing 3yr data plan required for online upgrades, instructions below). This special upgrade offer does not apply at retail.
    --This limited-time upgrade is available between January 12 and January 26 only.
    --The $79 upgrade cost of the device, plus the $35 administration fee are being waived. Customers who choose to take advantage of this offer get a $599 phone for $0 with the renewal of a three-year term from the date of the upgrade (For most customers, this will represent a contract extension of seven months or less).
    --The upgrade is completely optional. Customers who choose to can stick with their HTC Dreams and remain in their current contracts.

    If you run into any problems with this upgrade, please contact the @RogersHelps team.

    Why is Rogers doing this upgrade? Simply put, we're committed to our Android phones and Android customers. Although we pushed HTC to provide a 2.1 OS upgrade for the Magic, they could not do so for the Dream device due to memory limitations. We knew we had to help our customers with this one-time limited-time offer.

    We'd like to thank all our customers for their patience and hope you continue to enjoy your Rogers Android experience.

    To upgrade your device through Rogers.com, you must have an existing 3-year data plan. Otherwise, please call Customer Care at 1-888-Rogers1:
    --Go to http://www.rogers.com
    --Log in to your account through MyRogers
    --Follow the Upgrade My Phone link


  6. MadDreamUser

    MadDreamUser Member

    Hi all,

    This is my 1st post here, but I've been lurking around various Android forums as well as XDA. Thanks to all of you who pushed this saga to it's current state. :)

    However, I have a problem with this solution... :(

    To be eligible, users must have a 3-yr data plan. I got my Dream phones (yes, 2 of them on a family plan) last October, thinking, like everyone, that I was getting a good OS with an upgrade path. Alas, as we all know with this Rogers/HTC saga, this upgrade path is a dead-end for the Dream.

    Given the outrageous amounts of money Rogers gouges us for data plans, I simply sucked up the $100 DETF (data early termination fee) for each phone, and decided to live with Wi-Fi only, which is fine for our needs. We don't need real-time sync and data, but when we do, we're within a Wi-Fi zone (i.e. at home, office, or at friends.)

    So, I'm left in the same mess as before this "upgrade agreement" was announced. To make matters worse, I've spoken to 3 Rogers CSR on the phone, and they all say "What is this promotion? We are not aware of this..."... They are almost telling me "@RogersMary" is just "anybody" on Twitter and what comes from her is not official Rogers policy... I'm basically getting stonewalled here... :mad:

    Whether I'm on a data plan or not should be irrelevant to the issue here, I'm on a 3-yr voice plan, and have paid all penalties/whatever that comes with my decision to not got with data plans. My previous PDA was a Palm, which was continuously updated as required. At some point, after 4-5 years, the new OS versions did not support the older Palms, but at least I had support for 4-5 years... I bought the Dream knowing full well that 1.6 was coming, but looks like I got the wrong end of the deal with Rogers... and my phone is obsolete 3 MONTHS after I got it...

    @RogersMary, or mjschmidt, can you help me out here?

  7. GreatBigDog

    GreatBigDog Well-Known Member

    You only have to be on the data plan to request the upgrade via Rogers Web portal. If you don't have a data plan you need to phone Rogers Customer Care at 1-888-Rogers1

  8. MadDreamUser

    MadDreamUser Member

    Well, that's what I just tried, calling in... I spoke to a first CSR, who did not know about the "deal"... I escalated, which he obliged, and the 2nd one did seem to know about this, but told me I had to be on a 3-yr data plan. I escalated again, and this time, back to square one (not aware of deal), and to top it off, says "there's no official policy about this, and you can't always believe what's on the web..."

    Rogers' left hand still doesn't know what the right one (RogersMary) is doing... Plus, the fact that there's nothing public on the Rogers' web site about this, makes it easy for them to say "Where did you see this?" and basically tell you that the Internet is full of lies...
  9. yycken

    yycken Well-Known Member

    I'm by no means defending Rogers but keep in mind that they have hundreds of CSR's and there is time required to train all of them on new procedures or processes. If you're having problems with the customer service team contact RogersMary or The Office of the President.

    The swap program wouldn't have been created by RogersMary and would have to have come from their Product Marketing group since they would have responsibility for the P&L. There's likely nothing on the public web as they would want to limit the cost of the program and by keeping the communication to sites like this they can address the most vocal and interested customers without the fear of negative backlash.
  10. GreatBigDog

    GreatBigDog Well-Known Member

    According to @RogersMary you need to tell them to take a look at your account. The upgrade offer is attached to your account and when they take a look at it the offer should be there. If it's not then contact @RogersMary directly via Twitter and she will take care of it for you. Hope this helps!!

  11. mjschmidt

    mjschmidt Well-Known Member

    I have DMed @RogersMary on Twitter to ask her to take a look at your post.

    Like GBD said, if you are eligible for the upgrade, the info should automatically be in your account notes. Don't call and ask about the deal, call and ask them to look in your account notes for the info about a NO COST upgrade from the Dream to the Magic. Keep escalating if you have to. In the mean time, hopefully Mary will have a look and be able to help.
  12. MadDreamUser

    MadDreamUser Member

    In case @RogersMary reads this thread, I'm @GoneToCamp on Twitter.

    Thanks all for your help! Hopefully this can be quickly resolved!
  13. RogersMary

    RogersMary Well-Known Member

    Hello! Much of the feedback you've received above is correct. But, let's connect via Twitter. I'll send you a message.

  14. yycken

    yycken Well-Known Member

    Was just taking a look at rogers.com and noticed that the HTC Dream is no longer listed for sale. Interesting development.:cool:
  15. Brendanmurphy

    Brendanmurphy Well-Known Member

    Old hardware what do you expect its time for it to rest and for people to move to something better
  16. RogersMary

    RogersMary Well-Known Member

    Hi Everyone.
    I'm here to share some urgent news with our Rogers HTC Dream customers.

    We have contacted all of our Dream customers by text message asking them to disable GPS location on their HTC Dream device to ensure all 911 calls complete.

    HTC is expediting a software fix to the 1.5 Android Operating System that will address this issue - and provide several other improvements to the OS.

    We expect this upgrade to be available very soon. In the meantime, Dream customers need to follow these steps:
    1) Select Menu
    2) Select Settings
    3) Select Location
    4) Uncheck Enable GPS Satellite

    Please note that the Rogers HTC Dream is the only device affected.

    Protecting our customers' safety is our top priority and we communicated with our customers as soon as we were made aware of the issue. We have texted all affected customers and we have immediately requested that the device be taken off the shelf until HTC implements its upgrade.

    Thank you,
  17. Macmee

    Macmee Member

    I have a Rogers dream I bought from ebay but I use it with Bell. Is there any chance of me getting the upgrade?
  18. yycken

    yycken Well-Known Member

    ^^^ Thanks, I needed a chuckle today!
  19. MadDreamUser

    MadDreamUser Member

    So far for me, that's false... You need to be on a data plan to be eligible to this upgrade, even if you call in... I've tried twice, and get this story... Will try to see if @RogersMary will corroborate this...
  20. Brendanmurphy

    Brendanmurphy Well-Known Member

    This is true. You are required to have a data plan. If you signed up on a 3 year contract and got the dream you would have been forced to get one as if you had upgraded as well. So it looks like your not eligible.
  21. MadDreamUser

    MadDreamUser Member

    This situation pretty much makes me hope Videotron gets it's own 3.75G network up soon... I signed up with Rogers for a 3-yr data and voice plan last October, choosing the Dream for it's keyboard, and choosing Android for the fact that I'd get an OS that would "keep up", at least for a couple of years or so... After figuring that I didn't need the data plan, I did the math, and simply paid the DETF, and got rid of it. I still extensively use the phone as a PDA, but Rogers insists that I'll be obsoleted within a few months... and Google makes sure I can't get paid apps (I know, this is a separate issue, but a bummer nonetheless...) If at least I could move on the Magic, and have access to Android 2.0...

    Looks like as soon as I can (i.e. Videotron gets "online"), I'll get rid of Rogers... I'm already a Videotron customer for landline, Internet, and HD cable TV, and have always had perfect service (i.e. my modem-cable was non-functional after 15 months, out of warranty. They replaced it no-charge all the same and have kept me a happy repeat customer. THAT is customer service.)
  22. RogersMary

    RogersMary Well-Known Member

    Hi All-

    We are in the process of contacting all of our Magic customers by text message asking them to disable GPS location on their Rogers HTC Magic device to ensure all 911 calls complete.

    The same issue was identified on the Rogers HTC Dream, as communicated on January 15. At the time, our testing indicated that the Rogers HTC Magic was not impacted. However, through continued precautionary testing of the devices, we discovered the issue is replicated intermittently on the Magic device as well. HTC is working on a software fix that we will make available as soon as possible.

    In the meantime, Rogers HTC Dream customers need to follow these steps:
    1) Select Menu
    2) Select Settings
    3) Select Location
    4) Uncheck Enable GPS Satellite

    We apologize for the inconvenience this may have caused our customers. Our priority continues to be customer safety. As with the Dream, we are contacting via text all affected customers and we have immediately requested that the device be taken off the shelf until HTC implements its upgrade

  23. puleen

    puleen Well-Known Member

    RogersMary, thanks for sharing this. Could Rogers elaborate more on how this bug came out to being? What is he cause of this bug and is it related to the customization which Rogers had asked HTC to perform for Rogers branded phones only? This seems to be a major bug which disables one key capability, the ability to call 911. Is this something which Google needs to be notified about?

    When will the update be made available? And how does this bug affect the plans for updating 1.5 and eventually making 2.1 available to users? What type of testing is going to be carried out to ensure that as a result of HTC providing a fix for this bug, no other major bugs are created? Does Rogers test all the updates provided by the manufacturer? If so, what is the testing plan? How confident is Rogers that such an issue will not arise again?

    These are all important questions for us to know, because we're now finding out, after 8 months of the HTC Magic being released that there was a major flaw in the device which remained hidden until now. This goes to highlight more and more the lack of understanding Rogers and HTC have about the Android platform. Still think its worth bragging about bringing the "revolution" to Canada?
  24. MoreYummy

    MoreYummy Well-Known Member

    Actually it is good that they found this out and working on a fix to be fair.
  25. mjschmidt

    mjschmidt Well-Known Member

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