Rogers Dream 1.6 Update

[mjschmidt]

I'm willing to put together a timeline summary from what we have received and posted on the forum to post on GBD's and Andy's blogs, as well as on FB.

 

[jdodds]

Therese from the OotP called me just a short while ago. What she told me fits in with what RogersMary has informed us all that HTC is not releasing 1.6 to us.

She added a couple clarifications, to try to clear up some of the confusion. there are updates coming as mentioned by other Rogers reps they are just not Android 1.6, but rather small bug fixes etc..

The other clarification was that the misleading information from HTC that Rogers needed to request 1.6 was tracked down to one misinformed support agent at HTC and from now on all HTC support personnel have the correct information.

This is all very disappointing to me. Note sure what is next. Hassle HTC for months on end, or give up and root.

 

[Deleted User]

Interesting to read what is now (recently) posted on the HTC Support site

Question: Can I upgrade my Rogers Magic device to Android 1.6?
Answer: HTC is not currently planning any Android 1.6 upgrades for Rogers Dream or Magic. Android 1.6 was only made available for

 

[mjschmidt]

@jodds: That doesn't change the fact that we KNOW 1.6 is available and we KNOW it works on the Magic and the HTC.

Assuming that HTC made a mistake and they haven't yet made a 1.6 update for Rogers it doesn't change the fact that it's possible to made it.

Sorry, I'm not believing Rogers.

I don't want bug fixes. I WANT MY ONE-POINT-SIX!

 

[RogersMary]

Hi All -- I've read through you comments and will try to address what I can as best as I can. If I miss something or you have additional questions/comments, I'll do what I can. To those who have been reaching out to me via twitter, I did commit to taking your feedback to the team and doing what I could to get the answers to what you needed. I will continue to do so, for this forum as well.

Regarding the comment from HTC that you need to put pressure on the carrier for updates: HTC has informed us that this reference can be traced to a single agent who was not fully aware of the situation. They have assured us that all call center and customer service agents have the correct information going forward.

You ask why a couple of Rogers reps told you we were reviewing an OS upgrade: Unfortunately, there has been some misinterpretation by our team. We are reviewing a few changes and enhancements, not an OS upgrade.

So, what are we currently testing?: Rogers and HTC have been working together and expect to be releasing updates to both Dream and Magic that will address issues and provide enhancements to the overall user experience.


In regards to supporting devices with OS upgrades: We ensure all upgrades go through exhaustive testing to make sure the phone and software are of the highest quality so that we can offer the best user experience for our customers. This includes full training for our Customer Care representatives. In this case, we are dependent on HTC making those updates available to us.

Future Phones? As our roster of Android phones increases, we will continue to work with the handset manufacturers to bring upgrades to the Canadian market, but ultimately, we cannot do so until they are provided to us by the manufacturer.

I will continue to engage with you all here. I

 

[surfer09]

I have just registered here after finding this forum a few days ago. I just wanted to add my disappointment in not getting the 1.6 update.

I was in the process of deciding to buy a new phone with Rogers and it was between the bold 9700 and the magic. After seeing both phones I was pretty much sold on the magic. Now, after reading this thread over the last few days I'm not sure getting that phone now is a wise decision, for that matter because of Rogers handling of the situation I'm not even sure I want to bother getting the bold with them either. I think it might be time for me to start looking at the competition.

I have never been on contract as I don't really like being in a phone contract but this is one time I was willing to go into a 3 year term. I'm not sure now if there is any point to it if this is how Rogers treats their customers and doesn't provide the updates to phones they sell. This is not an HTC issue, this is a Rogers issue plain and simple.

 

[Andy2010]

@jodds: That doesn't change the fact that we KNOW 1.6 is available and we KNOW it works on the Magic and the HTC.

Assuming that HTC made a mistake and they haven't yet made a 1.6 update for Rogers it doesn't change the fact that it's possible to made it.

Sorry, I'm not believing Rogers.

I don't want bug fixes. I WANT MY ONE-POINT-SIX!

It is very clearly here that we are not complaining about bugs. AFAIK, nobody does and why in the world that Rogers wants to put out a bug fix update? What we want is features and OS update so that we are able to run apps made for 1.6 and above. Is that not clear enough?

 

[jdodds]

@jodds: That doesn't change the fact that we KNOW 1.6 is available and we KNOW it works on the Magic and the HTC.

Assuming that HTC made a mistake and they haven't yet made a 1.6 update for Rogers it doesn't change the fact that it's possible to made it.

Sorry, I'm not believing Rogers.

I don't want bug fixes. I WANT MY ONE-POINT-SIX!

Agreed. Didn't mean to imply that I believed her, just passing information along. This all does seem to me like a Rogers trying to sweep us under the rug situation.

Edit: To clarify I do believe that she believes what she told me. But I think she is misinformed.

 

[bunhead]

I will scan, obscure and post the letter later on today or tomorrow, I am going to be SUPER busy over the next few days so don't hold your breath on that, but you have my word I will do it.

I will obscure the numbers out of respect for Emil, not rogers. So far I have no proof that Emil has lied or mislead me in anyway so I will give him that respect. I always try to give people respect until they prove that they are not worthy of it.

 

[JackTheMan18]

Um, why should we hide the number again? was it out of respect for Rogers? Respect? Rogers doesn't know what respect is. I say, post the number and we can all call to complain.

Obviously, it was a question of money to Rogers:
Is the ire of some Android phone users greater than or less than the cost of the upgrade from HTC?
Answer (from Rogers): The cost from HTC is greater, therefore no upgrades for Rogers Android 1.5 users.

Unfortunately, they don't understand the real true cost of poor customer service!

 

[nicracine]

The whole matter is simply outrageous.

Rogers, this is not how you should treat your customers. I bought a Magic smartphone one month ago, expecting service to go along with that smartphone.

I think people at Rogers still do not understand the difference between a cell phone and a smartphone. I would not expect an upgrade for a Motorola Flip phone; all I want to do with it is send and receive calls and a few text messages. A smart phone, however, is a small computer, and I expect to be provided the major upgrades that go along with it. Imagine if HP decided not to provide Vista SP1 to their customers... well this is exactly the same thing here. Android 1.6 is a major update, essential to run many of the newest applications.

I simply cannot believe that ONE MONTH after getting my phone, Rogers would voluntarily render it obsolete.

Mary from Rogers, please convey this message to the people at the top. I will try and find a way to cancel my contract with Rogers, and simply never return to Rogers if we can't get the service we deserve. You guys spend huge amounts of money to get as many people as possible to subscribe to your services, but Don't care about them once they've taken the bait.

It's just not right.

Nicolas Racine

 

[mjschmidt]

So, what are we currently testing?: Rogers and HTC have been working together and expect to be releasing updates to both Dream and Magic that will address issues and provide enhancements to the overall user experience.

We don't want bug fixes and "enhancements" we want what 72% of Android users have... 1.6 or above! (see here: http://androidforums.com/rogers/10647-rogers-dream-1-6-update-10.html#post195980)

User Experience? You make me laugh, Mary. You talk about enhancing the user experience by leaving the user with an outdated OS. We are BEHIND everyone else. There are apps in the marketplace we will NEVER be able to use as long as we are stuck on 1.5

In regards to supporting devices with OS upgrades: We ensure all upgrades go through exhaustive testing to make sure the phone and software are of the highest quality so that we can offer the best user experience for our customers. This includes full training for our Customer Care representatives.

Pure BS, Mary. If this were true, if your "Customer Care" reps received full training, they would have understood the difference between an OS update (1.6) and bug fixes!!!! You frakked up!!!!

In this case, we are dependent on HTC making those updates available to us.

Then maybe _Rogers_ better lean on HTC to make the update. We KNOW it works on these phones, you can't tell us it doesn't, because other people already have it! There are currently people... in Canada... running 1.6 on "rooted" Rogers HTC Dreams and Magics. (In case your extensive Android training didn't cover it, rooting means to hack, something we didn't want to have to do, but will have to to get 1.6 now).

Future Phones? As our roster of Android phones increases, we will continue to work with the handset manufacturers to bring upgrades to the Canadian market, but ultimately, we cannot do so until they are provided to us by the manufacturer.

Future phones? Are you friggin kidding me? You think I will ever buy another product from Rogers after this? People might think I'm being extreme, but it comes down to this: I was sold a phone I was led to believe would be competitive with the iPhone, as advanced as any other smart phone, and which i could count on having _proper_ updates to in the future. I feel like i was swindled.

 

[strevellick]

@RogersMary: Respectfully, doesn't Rogers understand that all we are asking for is an upgrade, whether it be 1.6 or 2.0 I don't care. I am sure I can speak for most of the people here that we have been dedicated Rogers customers. We are just asking for a little of the same. Offering us 1.6 or 2.0 upgrades along with perhaps a brief apology from Rogers for all the shenanigans can only be followed by applause and gratitude. Doesn't Rogers want that? Don't you think that by listening to the consumers, you know the ones that keep Rogers open, you can only increase dedication and word of mouth marketing. I can guarantee you that until this is resolved I am definitely not going to be speaking highly of Rogers hardware support, or even Rogers as a whole.

 

[visitador02]

Just in case RogersMary is reading this:

Whatever form the next (final?) update is, I would appreciate if there is a way for voice dialing. Maybe make a customized app if 1.6 is not going to be supported?
The reason is because of the laws required by some Canadian provinces and U.S. states that require hands-free calls. At this moment, I can use the bluetooth headset to receive phone calls. However, I can't use the bluetooth headset to make a voice dialing. If I do that, it opens the OS and I still need to touch the screen to input the number from the contact list.
How difficult is it really to add a voice dialing app? Even my old Nokia N95 could do that.

 

[jdodds]

Rogers Offers LG Eve For $0.99! | Android in Canada Blog

Hey they have a big sale on! Check out the first comment from me!

 

[mjschmidt]

I always try to give people respect until they prove that they are not worthy of it.

If he was speaking on behalf of Rogers, you can bet he's lost respect. Hopefully even for himself.

 

[strevellick]

@RogersMary: I just thought of an idea that would make me happy. Seeing as Rogers is not willing to support HTC hardware to its full degree I want to be able to exchange my hardware to one of my choosing at no extra cost or contract renewal. I think it is only fair because now that I am locked into a 3 year contract with you I want supported hardware that will keep up with the times. Otherwise, give us the update, or I will simply fork out the money to break the contract and I will go to a different provider. Wind perhaps...

 

[bunhead]

I agree with strevellick. Seeing as how rogers is abandoning us (well our phones, but you know what I mean) I want out of my contract! I as out and out lied to and I want out or I want an iPhone (because iPhones get updates). I of course want this for free, if rogers wants their HTC Dream back I will more than happily ship it back as part of the deal. I bought this phone on the good faith that rogers would support it, not make it obsolete 6 months after I get it.

 

[zortoflaven]

I have again sent a tip to The Boy Genius Report with this new information. I think now that we have been told no, a media push will be more effective.

 

[mjschmidt]

I can't help but wonder, if, as according to Rogers, it's HTC who has decided not to create a 1.6 update for the Rogers HTC phones (thus making Rogers the poor victims in this), why would RogersMary bother asking us what it is about 1.6 we like, and why we want it?

Seems pretty simple to me: 1.6 exists, it's better than 1.5, it works on our phones, why wouldn't Rogers ask for it if it's possible to get it?

 

[Andy2010]

As per conversation with Simon 2 weeks ago, he clearly said Rogers did not include firmware update as part of the agreement with HTC. Upgrade i should say not update. He said they will provide update for 1.5

 

[GreatBigDog]

I'm on hold with Rogers right now, trying to get out of my contract or a guaranteed no cost to me upgrade with first android phone with 2.x

gbd

 

[Andy2010]

I say HTC should be blamed as well because they clearly know if they are going to sell their product without firmware upgrade, it is going to hurt their image.

 

[bgoody]

I have just registered here after finding this forum a few days ago. I just wanted to add my disappointment in not getting the 1.6 update.

I was in the process of deciding to buy a new phone with Rogers and it was between the bold 9700 and the magic. After seeing both phones I was pretty much sold on the magic. Now, after reading this thread over the last few days I'm not sure getting that phone now is a wise decision, for that matter because of Rogers handling of the situation I'm not even sure I want to bother getting the bold with them either. I think it might be time for me to start looking at the competition.

I have never been on contract as I don't really like being in a phone contract but this is one time I was willing to go into a 3 year term. I'm not sure now if there is any point to it if this is how Rogers treats their customers and doesn't provide the updates to phones they sell. This is not an HTC issue, this is a Rogers issue plain and simple.

Hi. Three other things you should take into consideration before getting an Android phone from Rogers are the network speed, software updates and paid apps. I have the Magic and it is an amazing phone coming from the Blackberry especially the browser and integration with Google however the 3G network with "speeds up to 7mps" is total ********* here in Montreal at least. It NEVER goes above 1.4 and most of the time it's below 1. This makes absolutely no difference for email and things of that nature but for web browsing it's marginal.

Another problem is the lack of commitment from Rogers on keeping the phones up to date with Google software upgrades. The American providers are either doing it over-the-air now or are committed to doing it. Given that the best Android apps are out for either 1.6 or 2.0, it's a real shocker to me that Rogers keeps us at 1.5. It's a Google phone, Rogers not a Windows phone.

The third and final stinker is that here in Canada there is NO access to paid apps in the Android App Market. Granted there are many good free apps however this lack of acccess to the other half of the app store is, to me, inexcusable. There are conflicting reports on who is responsible for this App issue but the end result for us Rogers clients is the same.

And to think that I paid an early termination fee to Telus of $240 to switch to Rogers because of the Magic. Brian

 

[GreatBigDog]

I'm on hold with Rogers right now, trying to get out of my contract or a guaranteed no cost to me upgrade with first android phone with 2.x

gbd

Just got off of the phone. Was told best bet, If I had been in contact with someone from OotP was to try to do something through them. Since Mary is with OotP, I'll try her to see what she can do.