Dishonest HTC support

[cat3y3]

I dropped a mail to the HTC support to complain about the laggy interface response. I just want to push that they release a decent firmware. (If a lot of users complain maybe they will.)

But all they answer is (like they hear this for the first time and that i am awkward) a default mail.

Why do we need to accept a crappy phone?

(I love the android platform and HTC Hero, but the slowness issue must be solved. This totally ruins the experience. And solving is not releasing an other phone and saying f*** you HTC Hero users.)

My Mail
"Slow (interface) response:

The phone is unusable slow. Please fix this issue because i can't
spend 90 seconds just to call someone.

Currently, the phone is unacceptable slow. Opening my contact list
and going back to the home screen takes really a lot of (waiting)
time. Please do not ignore this complains. A lot of users are
complaining about the phone on forums, twitter etc.

If it can't be fixed with a software patch, please give my money
back."


HTC respons:
"Hi x, have you installed any software on it that may be slowing
it down? You can try the factory reset, please consult your manual
for instructions on factory reset."

For matters regarding the refunding of your money this would be
between yourself and wherever you bought your G2Touch T-Mobile
branded device as this is with whom you have your contract of sale.

 

[SirGaz]

But the new firmware is coming and soon. There is already a custom build found over at Modaco that uses this very firmware release as a base. Some say it could be out as early as this week

 

[cat3y3]

@SirGaz: That's exactly why i think that the support is not honest. I know that it is just a auto-reply, but i don't need to accept they treat me (as a customer) bad or give me wrong information.

It is just bad customer support and i do not like that.

 

[phillevy]

@SirGaz: That's exactly why i think that the support is not honest. I know that it is just a auto-reply, but i don't need to accept they treat me (as a customer) bad or give me wrong information.

It is just bad customer support and i do not like that.

It is typical of all major manufacturers receiving large numbers of emails - however HTC have supported us by producing the required update - and leaking the update early - it has been relatively easy for a lot of people on this forum to get the improved benefits right now - even if the official update was released now then it would be down to carriers to implement their version of it which will take who knows how long. If you do update unnoficially, then you can get on with enjoying the phone now with no significant lag at all

 

[cat3y3]

It is typical of all major manufacturers receiving large numbers of emails - however HTC have supported us by producing the required update - and leaking the update early - it has been relatively easy for a lot of people on this forum to get the improved benefits right now - even if the official update was released now then it would be down to carriers to implement their version of it which will take who knows how long. If you do update unnoficially, then you can get on with enjoying the phone now with no significant lag at all

I do not understand why i should be happy about the facts you mention.

Receiving large number of emails: permission to give crappy answers?
Producing an update: not testing the device properly and releasing it to the market?
Leaking: Not bringing the update fast enough? (come on, i had the patience, but now it is enough.)
Update unnoficially: yeah, let the -enthusiast- end users work, HTC earns money?

I do not understand why people are defending HTC. There is nothing to defend on this issue. That other manufacturers are the same, doesn't make anything better. It is just a confirmation that manufacturers do not behave fair to their customers.

All i ask is releasing a.s.a.p. a firmware for a phone i payed.

 

[phillevy]

I do not understand why i should be happy about the facts you mention.

Receiving large number of emails: permission to give crappy answers?
Producing an update: not testing the device properly and releasing it to the market?
Leaking: Not bringing the update fast enough? (come on, i had the patience, but now it is enough.)
Update unnoficially: yeah, let the -enthusiast- end users work, HTC earns money?

I do not understand why people are defending HTC. There is nothing to defend on this issue. That other manufacturers are the same, doesn't make anything better. It is just a confirmation that manufacturers do not behave fair to their customers.

All i ask is releasing a.s.a.p. a firmware for a phone i payed.

Have you tried out another Hero, as mine was nowhere like how you describe yours for lag before updating - most people whilst accepting that the phone has lag at times, don't seem to find it as much as a problem as you are experiencing - so maybe there is an underlying problem with your phone? In fact more people in this forum seem to be bothered with other issues (like signal strength) than the lag.

 

[cat3y3]

Have you tried out another Hero, as mine was nowhere like how you describe yours for lag before updating - most people whilst accepting that the phone has lag at times, don't seem to find it as much as a problem as you are experiencing - so maybe there is an underlying problem with your phone? In fact more people in this forum seem to be bothered with other issues (like signal strength) than the lag.

Are you a member the HTC web care team or something?
It is obvious that HTC Hero has a lag problem. You can read every user complaining about the issue. Do not pretend if it is an exotic case and that my phone has a specific problem.

All i ask is a decent firmware with a fix. HTC Hero users have waited enough.

 

[phillevy]

Are you a member the HTC web care team or something?
It is obvious that HTC Hero has a lag problem. You can read every user complaining about the issue. Do not pretend if it is an exotic case and that my phone has a specific problem.

All i ask is a decent firmware with a fix. HTC Hero users have waited enough.

No more connected with HTC than you are - just trying to be open minded and commenting based on the posts in this forum - certainly lag is aknowledged by all, but there is hardly the mass complaining that you describe. You are being rather rude comparing a genuinely concerned forum member with the impersonal response you got from HTC (which I agreed with you is wrong) - I was just giving you my experience with the phone in order to be helpful but you can now continue your anti HTC camaign by yourself!

 

[quantumrand]

This is why I avoid using the generic support form. I like to send my questions directly to the people in charge. Look around on their site and google some of the names you find. Most of the emails you would need are available in a lawsuit that pops up in a google search.

 

[Wahwah]

As I seem to say often on Android Forums I've had 5 Heroes now. None of them have had anything like the problem that you're describing.

The lag people are complaining about is nothing like as severe as having to wait 90 seconds to make a call. If your phone is seriously that slow then you must have one that has something seriously wrong with it and you should get a replacement from where you bought it or your money back.

I think you owe Phillevy an apology, people don't have to offer you help and advice. What's more, he was right and you insulted him for it.

As for your other rants:

The Emails I've had from HTC have been of the "Do a reset, did that help" variety on occasion but after replying back to a couple of messages I've had good responses from them and even got a message out of the blue regarding the signal problem I had with my first handset. They have to tell people to do a reset because there are people who don't and stuff gets returned for no good reason. I had to return a Hero because of stuck pixels and the guy on the phone had to ask if there were any stickers on the screen. That's the level of some people, obviously. That someone called up and said their screen was broken, because they hadn't taken the stickers off when they got the phone. There's no point in getting upset about it.

The leak isn't an official way of getting ROMs distributed for the phone, it's a leak! Someone grabbed it from an FTP server apparently. I don't know what you think is happening!

The phone's been out less than 2 months and while it's far from ideal, on a product as complicated as this (it runs software from many sources and developers as found on the market, for example) it's entirely expected that there'll be issues and updates and incompatibilities.

The Mod community create custom ROMs by modding the official releases, not from the ground up. Had HTC never created another firmware the ROM that's out there now would never have been made. What's more the firmware that the phone shipped with ran better than the final firmware on previous phones I've had, irrespective of how much you paid. Now, stop being a twat.

 

[trick202]

Very wise words wahwah

HTC are a very large company, and while I'm sure they try to assist everyone they can, there are limits.

Most IT companies are famous for "have you tried rebooting".

I know they can be laggy, as my other halve's hero got REALLY laggy. Just switched it off and on again. App management is key.
I, too, would like to see HTC doing themselves more justice and releasing the update quickly.

There are a great many people out there that are returning these handsets because they can't find the proper help. I'd hate to see the android brand getting a bad name before it really hits.

 

[one_tjc]

..

 

[G8D]

It's only slow with poor memory management, of the user.
I am not saying the FW is perfectly optimized, but lag is easily avoidable.

 

[ScumPuppy]

This phone will not suit some people, Im sorry to say it but it sounds like you are not suited to this phone.. its fantastic, just root it and get the MoDaCo custom rom on it with all the benefits of the firmware update, its the fastest phone around, certainly beats the Iphone hands down once you get the custom rom on it..

I would suggest you go for the Iphone if you just want a cool phone that works the same as everyone elses.. if you want 'choices' the ability to 'tweak' and want to be FREE stay with HTC Hero and look into getting a bit 'technical' with it...

Partition your sdcard and get the custom rom on it, you can tweak it in the next few months to your hearts content then and not have to re-install all your apps.. its a great phone.. but it may not be suited to you my friend

 

[rizzla]

Like most people i'd like to know what the delay is on the official rom, it seems like they are still working on it and the leaks could be updates from the latest builds. It would be nice to be given a release date so i can decide whether to get the offical release or install the leaked modded one for now.

Also i wonder if they are going to release it with android (eclair)1.6 or even (Donut) 2.0

Plus, will the carriers have their own version and if so how long will that take.

 

[Slug]

Like most people i'd like to know what the delay is on the official rom

It's debatable whether there is a delay; the only indication of timescale was an approximation given in an unofficial email iirc. HTC have never publically stated when it will become available, only that it will.

Also i wonder if they are going to release it with android (eclair)1.6 or even (Donut) 2.0

I think Donut will be Android 2.0 and Eclair 2.5, and the former is definitely a way away yet.

Plus, will the carriers have their own version and if so how long will that take.

Dunno. No one is saying nuffin' right now.

 

[cat3y3]

Thanks everyone for replying and sharing thoughts and knowledge. I am not upset at the (Android) community. Contrary, this topic is proof that a lot of people try to help and give rational advices.

Only thing I can not accept is, that HTC treat their users this way and doesn't help at all. (And people that blindly defend HTC's behavior.)

Believe me, I know enough about software to remember the reboot "solution". And i know it is not easy to develop a platform with a lot of dependencies like third party software and different layers/modules. But the issue remains: "the end user deserves a properly working device". (Proper is a very subjective word, but this can be defined with a little common sense.)

Some people say: "This phone is only for die hard tweaker/l33t". This is just not true. I mean, I have never read this statement. It is the opposite: HTC Hero is a regular phone for regular people without any software knowledge requirement. Especially no requirement for memory management. (Do I need to calculate the memory allocation space when firing an app on my phone? Or do I have to write my own allocator to suit the HTC Hero user persona?)

I already did a reset and cleaned up my "spaces". I know how to use task killer and free up space etc. but I do not want to know! I just want a working phone and otherwise HTC had to warn me and document these issues in the manual and express it in their marketing slogans.

Like HTC describes it on the website:
Stay close to those who matter with communication based on people - not technology. And discover intuitive experiences that make everything you do on your phone effortless and delightful.
HTC - Products - HTC Hero - Overview

YEAH! That is exactly and only what I want.

 

[cat3y3]

Double post.

 

[Wahwah]

I quite clearly said stop being a twat but you're obviously dead set on it.

Clear off and get an iPhone.

 

[wuthton]

I quite clearly said stop being a twat but you're obviously dead set on it.

Clear off and get an iPhone.

+1

 

[Slug]

Only thing I can not accept is, that HTC treat their users this way and doesn't help at all.

Treat their users what way? Read what I wrote above - the update was never promised on a specific date. What was mentioned was an approximate timescale, that's all. It should be obvious by now that the common complaint about 'UI lag' will be addressed with the update. You can even see for yourself if you want, there's plenty of info elsewhere in this forum.

(And people that blindly defend HTC's behavior.)

That's frankly offensive. Nobody has done anything of the sort, but merely pointed out the reality of the situation.

Believe me, I know enough about software to remember the reboot "solution".

Then you probably realise why HTC Support suggested it as the first option; it's standard practice. When it didn't work, did you send a follow-up post telling them that and seeing if they suggested anything else?

I already did a reset and cleaned up my "spaces". I know how to use task killer and free up space etc. but I do not want to know! I just want a working phone and otherwise HTC had to warn me and document these issues in the manual and express it in their marketing slogans.

I ran the stock Hero for over four weeks, with a variety of apps installed, and never noticed the degree of slowdown you claim to be experiencing. In fact I've never read of anyone else claiming that the Hero is 'unusable'. I genuinely believe that your handset has a more serious problem that you need to address with your supplier under the terms of your warranty.

 

[cat3y3]

Treat their users what way? Read what I wrote above - the update was never promised on a specific date. What was mentioned was an approximate timescale, that's all. It should be obvious by now that the common complaint about 'UI lag' will be addressed with the update. You can even see for yourself if you want, there's plenty of info elsewhere in this forum.

Answering a question with "do a reset, if it isn't fixed it is your fault." No, it is not my fault. The device just doesn't work as it should.

If the support was honest, they would mention that this is a very common complain and that they are trying to fix it.

That's frankly offensive. Nobody has done anything of the sort, but merely pointed out the reality of the situation.

I haven't called nobody names (like twat). I just wrote the facts.

Then you probably realise why HTC Support suggested it as the first option; it's standard practice. When it didn't work, did you send a follow-up post telling them that and seeing if they suggested anything else?

Now you are turning things around. I am not the one that needs to correct a failure. HTC needs to fix the device. I just inform them and hope that they will make their promises (every thing effortless and delightful) true.

I also realize that putting a lot of effort is not going to solve my problem. I will have to wait for the firmware release. (Or a custom ROM.)

I ran the stock Hero for over four weeks, with a variety of apps installed, and never noticed the degree of slowdown you claim to be experiencing. In fact I've never read of anyone else claiming that the Hero is 'unusable'. I genuinely believe that your handset has a more serious problem that you need to address with your supplier under the terms of your warranty.

I am not the only person with such a problem or opinion. Read for example this: HTC Hero Review: Ambitious, But Tragically Flawed - Htc hero review - Gizmodo

...The biggest drag on the phone is that it, well, drags way too often, smooshing the other solid user experience into a goopy ooze...

I think the review is really on the spot. The Android platform is great. Sense is cool. But in the end HTC Hero is tragically flawed.

I do not think that my phone has a special problem. It is the default performance of HTC Hero. After a hard reset things are fine. After a couple of days things get slower and slower. Then you need to do daily reboot. After that you will have to accept and get used to. I do not want to get used to it. I want a proper fix!

 

[phillevy]

I am not the only person with such a problem or opinion. Read for example this: HTC Hero Review: Ambitious, But Tragically Flawed - Htc hero review - Gizmodo

The only thing that is "tragically flawed" is that reviewer's misleading and incorrect assumption that the lag is related to the hardware and not able to be fixed. We now know that not to be the case (whatever HTC are not prepared to say). If you are going to link to a review I think it best to find one that is entirely correct.

 

[Slug]

Answering a question with "do a reset, if it isn't fixed it is your fault." No, it is not my fault. The device just doesn't work as it should.

They don't know that until it's confirmed though, do they? How many complaints do companies receive about "faulty hardware" that actually turn out to be down to the user?

If the support was honest, they would mention that this is a very common complain and that they are trying to fix it.

Complaints about a laggy UI are common; complaints about "unusability" such as yours aren't. That's why I think there's something more seriously wrong with your handset.

I haven't called nobody names (like twat). I just wrote the facts.

Coments like "Are you a member the HTC web care team or something?" and "blindly defend HTC's behavior" are not factual. All they've done is put other users' backs up, users who might be able to offer constructive advice towards resolving your issue.

Now you are turning things around. I am not the one that needs to correct a failure. HTC needs to fix the device. I just inform them and hope that they will make their promises (every thing effortless and delightful) true.

So you expect HTC to take your word for it, yet you're not prepared to do anything to help them get to the bottom of the problem? Yeah, good luck with that approach.....

I also realize that putting a lot of effort is not going to solve my problem. I will have to wait for the firmware release.

A reply to the effect of, "Thanks HTC but rebooting hasn't made any difference. What do you suggest next?" is hardly a lot of effort. It's your choice though.

I am not the only person with such a problem or opinion. Read for example this: HTC Hero Review: Ambitious, But Tragically Flawed - Htc hero review - Gizmodo

Read a long time ago, well before I purchased my handset. Nothing in that (or any other review) suggests a slowdown of the magnitude you claim to be experiencing though.

Bottom line: I still think there's something else at play here. Whether you bother doing anything towards helping yourself is up to you. I'm just another end-user like yourself, as all of us here are. We've got no inside knowledge, only our collective experience of using the Hero. If you can't find a solution here then your only recourse is to continue the dialogue with HTC (or your provider/carrier if on a contract).

 

[cat3y3]

The only thing that is "tragically flawed" is that reviewer's misleading and incorrect assumption that the lag is related to the hardware and not able to be fixed. We now know that not to be the case (whatever HTC are not prepared to say). If you are going to link to a review I think it best to find one that is entirely correct.

In my experience the review I mentioned was totally correct. I do not think the reviewer is trying to mislead. What should he had to write? "The HTC Hero is fast enough, you need to do sometimes hard reset and sometimes a reboot. Install also a app for killing some processes otherwise you have a problem. Wait a couple of months, maybe HTC will release a firmware" ???

I do not understand that my experience is confronting: I will post a video (can take a couple of days) of my experiences. Then people can see that I am not over reacting.