Rogers Dream 1.6 Update

[PascalS13]

Ask questions for the LG Eve too!

Don't limit yourselves at the HTC Magic/Dream. When I call I ask for why it hasn't been done for the Magic even though I have a LG Eve myself. If they happen to release it for the Magic and not the Eve I'll be really mad and disappointed.

 

[Andy2010]

Ask questions for the LG Eve too!

Don't limit yourselves at the HTC Magic/Dream. When I call I ask for why it hasn't been done for the Magic even though I have a LG Eve myself. If they happen to release it for the Magic and not the Eve I'll be really mad and disappointed.

I hope this does make you feel better

From: Mary Freeman <Mary.Freeman@rci.rogers.com>

Good evening Mr. Lee,

I attempted to contact you regarding your letter to the Ombudsman
however I was unsuccessful.

Please feel free to contact me at 416-764-2316 or provide me a time when
it's convenient for me to contact you directly.

Thank you



-----Original Message-----
From:
Sent: Wednesday, November 25, 2009 5:39 PM
To: Ombudsman Office
Subject: Hi Don


I guess this is my last stage of filing my complaint with the provider.
If you do care for Rogers' customers, this is what i have to say.

First of all, I own an android phone ( HTC dream ). On Oct 1st, i called
up Rogers technical support to find out when Rogers' customers will
receive the android firmware update 1.6. Currently the firmware for htc
dream/magic/eve is 1.5. T-Mobile G1 (aka Htc dream) rolled out on Oct
1st for their customers. Rogers Tech support told me that it will be
release soon but not ETA given when it will be rolled out. ... blah blah blah

 

[PascalS13]

I just wanted to make sure, but yes it does .

Gracias

 

[mjschmidt]

@heykillermiller: I hope you are coming back to check this thread!

Your story is a great one, and very important to hear (my Mother-in-law is blind, and could use this tech if we could get it working!)

The problem right now with contacting first level customer support and tech support is that they have NOT been trained properly on Android, and have, in fact been given the wrong information. When I emailed customer support about 1.6, they told me the same thing, that it is already available on the site. Of course the only file there is the recent bug fix/security patch, but no one has explained this to them.

As you know from this thread, I've recently spoken with "Sherri from the office of the president" and warned her that her support people were giving out the wrong info. I don't know if she'll actually address this.

I encourage you and _everyone_ here, to contact the Office of the president here: Contact Rogers - Call Us, Email Us, Send Mail

Click on Step 3 (Contact the office of the president) and tell them that their support people are giving out the wrong info. Tell them that support is telling people that the bug fix file is Android 1.6 when it's not.

@heykillermiller: You should also consider telling your story to the office of the president, and maybe even the ombudsperson if the OotP doesn't respond to you.

They won't budge if it's just a few of us, we all need to bug them on this, or they will try to "wait us out".

 

[JackTheMan18]

Well, it appears to me after reading all that has gone on in this area that Rogers is trying to stonewall us, and trying to put off the complaints. I am quite convinced that it is for budgetary reasons - they just don't want to pay HTC for updates!
I don't think that any amount of complaining (to the president, with negative publicity, to the ombudsman, etc.) will do any good - I think that the decision has already been made not to upgrade because it just doesn't make economic sense for them to do so. I know that sounds quite pessimistic, but nonetheless it is a realistic conclusion given their track record (from winmo phones and others).
As a result of all of this, by the end of December if Rogers hasn't issued their update, I will take the plunge and root my phone and update it to the best of my abilities. I really don't want to do this, but I feel that I am being forced to do so by the lack of support from Rogers.
I hope I don't brick my phone!

 

[Andy2010]

Well, it appears to me after reading all that has gone on in this area that Rogers is trying to stonewall us, and trying to put off the complaints. I am quite convinced that it is for budgetary reasons - they just don't want to pay HTC for updates!
I don't think that any amount of complaining (to the president, with negative publicity, to the ombudsman, etc.) will do any good - I think that the decision has already been made not to upgrade because it just doesn't make economic sense for them to do so. I know that sounds quite pessimistic, but nonetheless it is a realistic conclusion given their track record (from winmo phones and others).
As a result of all of this, by the end of December if Rogers hasn't issued their update, I will take the plunge and root my phone and update it to the best of my abilities. I really don't want to do this, but I feel that I am being forced to do so by the lack of support from Rogers.
I hope I don't brick my phone!

I am thinking by end of this year if they don't come up with the update, I will terminate the contract and go with Telus htc hero

 

[mjschmidt]

Andy, we need to find out from Telus and Bell if they will be supporting 1.6 and up. If not we may be SOL in general. I tried to find contact info for Bell to ask the question, but couldn't find a proper tech support email addy yet.

 

[Andy2010]

Andy, we need to find out from Telus and Bell if they will be supporting 1.6 and up. If not we may be SOL in general. I tried to find contact info for Bell to ask the question, but couldn't find a proper tech support email addy yet.

Here is the conflicting news i've got.

This report has today been confirmed by HTC who released the following statement:

"Yes, we are working on an Eclair update for the HTC Hero. Because Eclair is a significantly enhanced release, it will require some time to update Sense for this new version of the Android OS. Please be patient while we work to provide you with a tightly integrated experience like the one you are already enjoying on your Hero."

The question now is who's doing the firmware update? Telus or HTC?



​

 

[GreatBigDog]

Well, it appears to me after reading all that has gone on in this area that Rogers is trying to stonewall us, and trying to put off the complaints. I am quite convinced that it is for budgetary reasons - they just don't want to pay HTC for updates!
I don't think that any amount of complaining (to the president, with negative publicity, to the ombudsman, etc.) will do any good - I think that the decision has already been made not to upgrade because it just doesn't make economic sense for them to do so. I know that sounds quite pessimistic, but nonetheless it is a realistic conclusion given their track record (from winmo phones and others).
As a result of all of this, by the end of December if Rogers hasn't issued their update, I will take the plunge and root my phone and update it to the best of my abilities. I really don't want to do this, but I feel that I am being forced to do so by the lack of support from Rogers.
I hope I don't brick my phone!

I'm on the edge of rooting my Dream as well, I've downloaded everything I need to do the Rogers Dream EBI1 to CyanogenMod and have myself a nice little rooting package ready to go. If I don't see a firm date out of Rogers shortly, I'm going to go ahead and root the phone and install the Cyanogen Mod.

GBD

 

[Andy2010]

I'm on the edge of rooting my Dream as well, I've downloaded everything I need to do the Rogers Dream EBI1 to CyanogenMod and have myself a nice little rooting package ready to go. If I don't see a firm date out of Rogers shortly, I'm going to go ahead and root the phone and install the Cyanogen Mod.

GBD

Rooting the phone is not a good solution, this is essentially what Rogers is trying to do is to get the user take care of their own problem. We paid for it and why should we take chance of damaging the device and having the warranty being voided.

 

[bunhead]

@GreatBigDog I am in the exact situation as you. I have all the parts needed to root my phone but I am holding off because I have still not officially been told "NO" just yet. I hope to get a little more info out of them today. I will keep you all posted on my progress. We need to keep the pressure on them and not revert to name calling and pointless swearing. Remember people try to stay professional and polite. I have already slipped a little with the polite bit (I had a little back handed complement about roger's commitment to the customer), earlier today.

I will be pursuing options to get out of my contact if we don't have a definite answer by the new year. I am currently pricing out options to go to other companies for my television service, Internet service and cell service. I hope rogers is actually watching this thread.

 

[bunhead]

Rooting the phone is not a good solution, this is essentially what Rogers is trying to do is to get the user take care of their own problem. We paid for it and why should we take chance of damaging the device and having the warranty being voided.

Good point Andy2010. I just don't want to torture myself with a technological brick that is only 3 months old. I have another rogers forgotten phone (windows mobile 6 palm 750). I was promised that the android phones would not be left behind by rogers when I got my Dream. I guess it is my fault for a) believing them this time and b) not getting out of my contract when I had the chance. The only problem is with the Canadian dualopoly there really isn't much sense in jumping ship. I agree with you Andy2010 we shouldn't have to do this (root our phones) but at the same time I don't feel I should be forced into using what is not essentially a crippled OS on an otherwise great hardware platform.

 

[Andy2010]

UPDATE:

Ok, just received another call from Sherri at Rogers. She tells me she had to "bring in" the "Director of Device Management" from Rogers mobility to get some answers, and this is currently the "offical" answer from Sherri (from the office of the president or Rogers) regarding the availability of Android 1.6

According to Sherri: "HTC will be releasing 1.6 to Rogers _in late Decemeber_ for Rogers to test, and _if_ it passes their tests, _might_ be available to Rogers customers from the Rogers web site _in the beginning of the new year_."

So, obviously our next step is to contact HTC and find out if this is true, or BS.

Any words from HTC yet Mike?

 

[Andy2010]

Eris currently running firmware 1.5 is going to get updated. *sigh*



Verizon Wireless has said that the HTC Droid Eris will receive a significant system update at some point in the fist quarter of 2010. The update will boost the Eris' version of Android to at least 2.0, and possibly even 2.1.

 

[GreatBigDog]

Rooting the phone is not a good solution, this is essentially what Rogers is trying to do is to get the user take care of their own problem. We paid for it and why should we take chance of damaging the device and having the warranty being voided.

Patience is a virtue that I have precious little of. But I'll try to exercise the minuscule amount that I do have to the very best of my ability (For Now). But I really want to get Google Maps Navigation and you need 1.6 to get it. I would also pay for CoPilot Live but since I can't get access to paid apps that's out as well.

So far I've sent two email's into Rogers about 1.6 update. It says on their site that they will respond within 24 hours. It's be a week since the first one and about 26 hours since the second one. If I can figure out how that twitter thing works, maybe I'll go pester the support team there.

gbd

 

[Andy2010]

Patience is a virtue that I have precious little of. But I'll try to exercise the minuscule amount that I do have to the very best of my ability (For Now). But I really want to get Google Maps Navigation and you need 1.6 to get it. I would also pay for CoPilot Live but since I can't get access to paid apps that's out as well.

So far I've sent two email's into Rogers about 1.6 update. It says on their site that they will respond within 24 hours. It's be a week since the first one and about 26 hours since the second one. If I can figure out how that twitter thing works, maybe I'll go pester the support team there.

gbd

I just called up Mary from Rogers to validate Sherri's claim. She said that she can't confirm the date but she can confirm that it is in testing with Rogers right now.

 

[bunhead]

This is fantastic news! Now how come they couldn't just come out and say this when we asked in October? *sigh* Of course this is also assuming that Mary is not just blindly agreeing in the hopes that we go away.

 

[GreatBigDog]

@GreatBigDog I am in the exact situation as you. I have all the parts needed to root my phone but I am holding off because I have still not officially been told "NO" just yet.

I know, if they would just come out and say yes or no it would be much better for them in the long run. I don't know why they do this, it just serves to aggravate their customers.

If they came out and said no we are not going to update the phone then I would root mine and leave them alone. If they came out and said yes it will be available on this date, depending on how long the wait was I'd either root my phone or wait for the update and leave them alone. Either way I would leave them alone.

This (er ,hmm ,I'll check ,It's on the site ,Looking into it, Soon, Maybe) bull is what's upsetting everyone.

gbd

 

[bunhead]

I know, if they would just come out and say yes or no it would be much better for them in the long run. I don't know why they do this, it just serves to aggravate their customers.

If they came out and said no we are not going to update the phone then I would root mine and leave them alone. If they came out and said yes it will be available on this date, depending on how long the wait was I'd either root my phone or wait for the update and leave them alone. Either way I would leave them alone.

This (er ,hmm ,I'll check ,It's on the site ,Looking into it, Soon, Maybe) bull is what's upsetting everyone.

gbd

I agree 100%. All I have been after is an answer.

 

[GreatBigDog]

This is fantastic news! Now how come they couldn't just come out and say this when we asked in October? *sigh* Of course this is also assuming that Mary is not just blindly agreeing in the hopes that we go away.

Could it be, look, is it, a pinpoint of light at the end of that long dark tunnle

 

[Andy2010]

When i spoke to Mary she said "I know Rogers are in testing with the updates" . Then I specifically asked, " Can you confirm that?" and she replied "Yes, I can confirm that"

 

[mjschmidt]

I just called up Mary from Rogers to validate Sherri's claim. She said that she can't confirm the date but she can confirm that it is in testing with Rogers right now.

Careful! Remember, Sherri (from the OotP) told me that they weren't getting it to test until _late_ Dec! and this was after she (supposedly) called in senior managers from tech depts and Rogers Mobility to "get an answer".

Keep in mind also, that if you call or email customer support, they are telling people that the minor bug fix/security patch on their site is android 1.6.

So there is a LOT of miscommunication and ignorance going around like a bad cold at Rogers.

Either Sherri (from the OotP) got it wrong, or Mary got it wrong,.

 

[mjschmidt]

When i spoke to Mary she said "I know Rogers are in testing with the updates" . Then I specifically asked, " Can you confirm that?" and she replied "Yes, I can confirm that"

I think with these people you have to clarify which updates you mean. Mary perhaps thought you mean the security update that's already on the site?

@Everyone: When you are corresponding with Rogers, make sure to tell them what I was told, that Sherri from the "Office of the President" (make sure you say the whole thing) said they weren't getting it until the end of Dec. That way if they say they know something different, ask them to confirm it with Sherri. Otherwise you've got scores of people all telling us different things, and never on the same page.

Only ONE of them can be right.

 

[bunhead]

So she can confirm that she will check into it? or she confirmed that some tech has it in their "lab" under going stringent rogers quality testing. *snicker* *snicker* ROFL! damn I almost got that out with a straight face.

 

[Andy2010]

I think with these people you have to clarify which updates you mean. Mary perhaps thought you mean the security update that's already on the site?

@Everyone: When you are corresponding with Rogers, make sure to tell them what I was told, that Sherri from the "Office of the President" (make sure you say the whole thing) said they weren't getting it until the end of Dec. That way if they say they know something different, ask them to confirm it with Sherri. Otherwise you've got scores of people all telling us different things, and never on the same page.

Only ONE of them can be right.

I did not tell Mary that Sherri said that. I just said someone posted on the forum and someone from Rogers had to bring in the Director of Device Management to get some answers. Mary is also from the office of the president.

Mary Freeman
Office Of The President
Rogers Communication Inc.