If you're prepared to keep badgering them and demand that the phone do what it's supposed to and be prepared to send the phone in again, then that will add to the leverage you have when it comes to getting a different model. Unfortunately, the more grievance you go through, the better chance you have.
I don't know how many times you've sent it back to HTC/O2 to get sorted, but if it's three or more times, in quick succession, then I would think that should be a tipping point in your favour. Make a bit of a reasonable nuisance of yourself. Speak to the customer service people, but then also speak to their line managers. Mentions of your customer loyalty, e.g. I've been with you for X years and never had this before, might help, too. The squeaky wheel gets the grease.
Companies do sometimes give great deals and upgrades/exchanges, but only to those who know how to work it out of them. It doesn't happen automatically.
they wouldnt swap mine for a sensation! so ur very lucky, who did u speak to? repairs team @ o2 like i did?
It's not luck, but persistence, explanation and patience.
Firstly, I'm an online customer so can only comment on that (well, mostly as you'll see). The first customer service agent you will speak to on the end of the phone only has access to a database of answers. Gone are the days when every agent will be experienced and knowledgeable. Given the number of calls they'll field, this is understandable but not helpful when deaing with issues as problematic and specific as this.
So I'd then advise speaking to at least a customer service manager. They often have the power to help, but do not necessarily have to. Explain the situation but do not demand a solution - you have to get them to sympathise if you are not covered legally (and fortunately, I've not had to find out fully if I am - although I suspect we all are as the phones are not currently fit for purpose).
They will, understandably, offer a repair first but you can use this forum as evidence that a 'repair' will just waste everyone's time.
Adam (supervisor, posting previously in this thread) at O2 was very keen to help but could only offer a refurbished black handset or a brand new blue one. So instead I tried getting a store to replace my handset as I thought they still had stock of the black Desire S phones, using notes on the online side which Adam had left on the system. I should stress that it is definitely not convention for a store to fulfill and online order - it is possible, but you'll again have to work hard and on the basis of the store helping because they want to rather than because they have to. Ultimately, this route is far from guaranteed to get you anywhere, and again, the front line store staff will flat out refuse.
I do not take kindly people who flat out refuse to think outside the box or listen to issues where a possible solution exists, so asked to speak to the manager.
The store manager called a number for O2 online and was trying to determine how the interchange between online and in-store would work, but it was all academic because although my local store did have a black Desire S on display, they actually don't stock it any more either. So I ended up speaking on the phone to whoever the store manager was talking to on the online side - she went away and discussed options with her manager. Unfortunately, I don't know where in the company she was located but my point is that only after initially going the online route and then instore did I manage to get to this point. I can tell you that whoever I was talking to was not part of the standard online call centre because usually they can't email outwards, but this very helpful agent could.
Do not bother even trying to go the convoluted route I did, it isn't where your success will lie - I'm just letting you know how I did it. A replacement blue phone, if you're happy with blue (I wasn't) should be well within their limits - but I can't honestly tell you if it won't come with the latest software already shipped. If you're a store customer, go as high as you can in the store route. If you're online, do the same for online and hope you speak to someone as reasonable as Adam.
In the meantime, my Sensation will arrive next week. HOWEVER what might make my partial victory bittersweet is reading the first comment on the below review:
Ultimately, what I would suggest is reasonably and rationally explaining how your handset is borked and getting someone with the authority to replace your handset to sympathise. It looks though like I might still be stuck with the same problems in the near future!
Last edited by schnide; September 9th, 2011 at 08:56 AM.
It'll be easier to just flash the whole O2 ROM rather than going down the seperate firmware route, unless you enjoy playing around with gadgets and general geekery.
All you need is the O2 ROM in this list, as long as it is the earlier version you're looking for.
Thanks too many other things I need to be geeky about, with the phone I just want/need it to work reliably, the whole reason I went for a HTC in the first place !
Can I just run the O2 RUU above or do I need to root the phone first ?
Just have to wait and see if O2 support will follow my simple request to revert the firmware, rather then replace the motherboard and update it....
Last edited by sj_4x4; September 9th, 2011 at 09:10 AM.
Can I just run the O2 RUU above or do I need to root the phone first ?
You don't need to be rooted to run the RUU - however the RUU will NOT do a downgrade from a higher version
The method I linked to in an earlier post gains temporary root access, then patches the version number to something lower that the one you're trying to install.
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[Opening window asked for updates on whether it was a known issue, on my specific case, and whether there were issues with GSM / WCDMA signal switching]
Chat Transcript
Please wait while we find an agent to assist you...
You have been connected to James.
James: Hi, thank you for contacting HTC Support, I’m looking in to your query now.
schnide: Thanks James, appreciate the help.
James: This is not a bug known of. This case has been escalated.
schnide: I've read various things which say the bug IS known of.
James: We do not look into forums. There may be customers having issues with the device which we can then help then but not all HTC Desire S users have that issue. It is not an issue with the OS.
schnide: It is not an issue with the OS? You are telling me that whatever the fault is, it's not a HTC software issue?
schnide: And you "don't look into forums"? What kind of response is that?
James: We do not look into forums. If you are having issues you will need to contact us directly and not though a forum. The SMS feature is a feature from the network.
schnide: Oh I see - you don't look into forums means you don't look into forums. Thanks for that insight, that really helps a lot. Do you have to be highly qualified for your job?
schnide: So basically, I have more information that you do. Do you think that's because you don't look into forums?
schnide: Bear in mind you're representing HTC as a company right now, and that your responses are going to go onto the forums. You know, the ones you don't look into. So you can keep your head in the sand while word of poor customer service spreads.
James: I am sorry you feel that way but its like I said, We do not look into forums due to the fact that information is not always reliable. I have also stated that the issue was raised and escalated.
schnide: As opposed to not having the information at all? I think that makes the forums a pretty good place to start. Because now I know more about it than you do.
schnide: What does raised and escalated mean then?
James: Forums are not official. Everything on our website is official. External websites (Forums) we do not look into. Its not about me (HTC) not knowing anything, We will need customers to contact us directly. An escalation means that this is being looked into by our escalation team to see what the issue is and to see what we can do about it. Until then you will need to wait till we contact you.
James: Is there anything else I can help you with today?
schnide: No, forums are not official. That doesn't change the fact that users are having problems which other HTC agents have said are a problem, and are being reported on the forum, but you are saying flat out there's not a known problem. You are equating the official line with being the correct one. This is far from the case. Other customers have already contacted you too. I can give you their ticket numbers if you like.
schnide: Would you like those numbers, James? Would you also confirm there is absolutely no problem with HTC devices switching from a GSM to WCDMA signal?
James: I do not need ticket numbers thank you. All devices switch from GSM to WCDMA as it will depend if you are in a 3G area or not. That is not an issue.
schnide: You don't need ticket numbers? Why is that? Are you going to tell me those other users don't have issues too?
James: I am here to help you. Not other users. If you want my help then I will help you to the best of my ability. If you are going to ask me questions not related to technical support then this session will need to end.
schnide: Your 'help' has consisted of telling me this isn't a known issue. As it is a known issue, partly enlightened by the forums you've refuse to read, you have not been of any help at all. You have also told me there is fundamentally not an issue with switching signals. You have spoken on behalf of HTC today and this is what will be posted in the forums. This is indeed the end of this session - many thanks.
Last edited by schnide; September 9th, 2011 at 09:56 AM.
thats sound about right for HTC uk cs, escalation takes up to 2 weeks, in my case there comes a time when the time spent trying to resolve outweighs what the device is worth.
There are only 2 answers
1. s-off your device and flash with a rom that works
2. ask you network to exchange the device
you only really need to worry if you go to hospital and the life support has an HTC badge on it.
Indeed billy06, these are the only current options.
starman - just read of your success with a Sensation, well done! Do let people know how you got it so that others can try for one too. We should also compare back here to see if we still experience the same issues.
Had the same problem recently. Called O2 and explained. Called HTC and explained. O2 are sending me a new sim as mine is a few years old and he thinks it may be down to that. HTC know about the issue and know its since the last FOTA update!!! They specifically state it affects O2 customers and they think a new update will be out soon to fix the bug (could it be linked to O2 sims?).
I'll let you know if the new sim changes anything. I'm still under warranty so if all else fails I'll get a new phone.
Ta.
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Indeed billy06, these are the only current options.
starman - just read of your success with a Sensation, well done! Do let people know how you got it so that others can try for one too. We should also compare back here to see if we still experience the same issues.
wil do schnide, will report back here, he said it will be here monday, but according to the order it says before 10am , hoping its a saturday tomorrow delivery.
2nd call to O2 repairs team today and I got what I wanted, "it wasnt easy"
1st call yesterday I got a list of devices for exchange spoken out to me on the phone, and none matched the desire s, so I outrightly refused and got no where
So I rang today explaining that I updated the phone to 1 47 206.2 (no i didnt really)
and I spoke to O2 CS again, this time explaining this issue again, and said this time its the replacement phone experiencing the same issues, i then stated my sim works ok in my trusty Nokia 5800 and all was ok, he did say in our area there was a cell down, so i then said i took the HTC DS out of the area, he said ok that rules out coverage, he then put me on hold, came back read a list, and the sensation was on that list this time
I have heard stories RE the sensation, will just have to wait and see
good luck people.
Last edited by starman316; September 9th, 2011 at 12:20 PM.
I can pretty much vouch that a replacement SIM card will NOT cure the problem. I put a new "pay as you go" SIM in my phone and still experienced the same problem.
Quote:
HTC know about the issue and know its since the last FOTA update!!! They specifically state it affects O2 customers and they think a new update will be out soon to fix the bug (could it be linked to O2 sims?).
Let just hope that this is the case and they are doing ALL they can to fix this issue. As it is not going to go away until someone sorts it out. We have all tried the things they have suggested, trying another SIM in the phone, doing factory resets etc.. which didn't help at all.
Had the same problem recently. Called O2 and explained. Called HTC and explained. O2 are sending me a new sim as mine is a few years old and he thinks it may be down to that. HTC know about the issue and know its since the last FOTA update!!! They specifically state it affects O2 customers and they think a new update will be out soon to fix the bug (could it be linked to O2 sims?).
I'll let you know if the new sim changes anything. I'm still under warranty so if all else fails I'll get a new phone.
Ta.
Hey AmmoB and welcome to the fun!
As solorize has said, I think we'd all be willing to bet you £10 each that the SIM will do absolutely nothing to fix the problem. It depends on who you speak to as to whether or not HTC accept the problem exists - see my chat transcript in this very thread - so I wouldn't necessarily take their answers as reliable as yet. We already have examples of people from other networks who've experienced the issue, it's just that the majority of people seem to be on O2 which for what used to be the UK's largest network until T-Mobile and Orange merged isn't too surprising. My guess is that there's something funamentally fragile in the HTC software which somehow interacts with O2's network in the worst way out of all the operators.
In the meantime people, I have what may be some very interesting information.
I have just spent many hours on this and managed to get my phone back to the originally shipped software (1.31) with the warranty still intact. So out of curiosity, I went into the option to check for software updates, expecting it to announce the presence of the problematic version (1.47). But this is what my phone told me..
"Your phone is up to date. There are no updates available for your phone"
Which to me looks like O2 may have withdrawn the update!
If that really is true, I think it would be possible to assume that the noise we've made has been escalated and we may have stopped other people from going through the same issues that we have. Until a fix is issued, I think this should be considered a small victory.
I'd like to say that those of us who've got a Sensation have done well out of it too, but it remains to be seen whether we'll just get the same problems on a more expensive handset. I would also like to think that between O2 and HTC they would recognise that whatever is causing the issue might appear in the software of other phones too and make a pre-emptive strike.. but somehow..
Just thought I would post up how I am currently getting on with setting my preferred network type to GSM only.
Well I can report that I have not had the signal drop as yet and it's been over 1 day so far. It looks like that until HTC / O2 get a new software out to us with the problem corrected I may have got the phone kind of working without it dropping out, albeit with a big sacrifice of only having a 2G data connection.
I am not going to count my chickens yet as it's only been just over a day with out the signal dropping, so will continue to monitor over the next week, and will let you know my findings.
All I can say is that it might help others if they too switch to GSM only mode, so it could be worth a try.
See earlier posts on how to set to GSM only mode.
@schnide
Quote:
Which to me looks like O2 may have withdrawn the update!
If true that will be good news for other people who have not updated as yet. Let's hope that HTC are on the case and are actively working on getting a bug free software update out ASAP, for all us unhappy customers who are having to endure all these problems and not having a working phone.
I still can't believe that they rolled out software update 1.47 206.2 with such a MAJOR problem, it's almost the same mentality as Micro$oft, just get it out and we will fix any problems later, therefore using the customer to test the software. Hopefully that is not the case and it is a genuine bug that no one saw before it was pushed out for us to update. But I think that HTC will need to seriously look into testing the software properly before it is publically available. Because things like this can cause a bad reputation for a company.
The only way I can see HTC saving face, is by them fixing it ASAP to minimize the spread of this problem and blighting their name further.
It's like having a PC with an operating system on it, but not actually being able to run any programs on it, which is its primary objective.
i.e. we have a phone but cannot make or receive calls while the signal problem exists.
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Well, I'm only guessing at to whether the update's been withdrawn, I still can't get it on my Desire S but it looks like Starman managed too, so that's not clear yet.
I've also read elsewhere that switching to GSM only 'solves' the problem but obviously if that's at the sake of 3G connectivity, it really isn't solving the problem but taking your phone back five years. That really isn't acceptable, but hopefully it might give the engineers somewhere to start in looking for the problem..
..if they read the forums, of course
Quote:
Originally Posted by solorize
Morning all.
Just thought I would post up how I am currently getting on with setting my preferred network type to GSM only.
Well I can report that I have not had the signal drop as yet and it's been over 1 day so far. It looks like that until HTC / O2 get a new software out to us with the problem corrected I may have got the phone kind of working without it dropping out, albeit with a big sacrifice of only having a 2G data connection.
I am not going to count my chickens yet as it's only been just over a day with out the signal dropping, so will continue to monitor over the next week, and will let you know my findings.
All I can say is that it might help others if they too switch to GSM only mode, so it could be worth a try.
See earlier posts on how to set to GSM only mode.
@schnide
If true that will be good news for other people who have not updated as yet. Let's hope that HTC are on the case and are actively working on getting a bug free software update out ASAP, for all us unhappy customers who are having to endure all these problems and not having a working phone.
I still can't believe that they rolled out software update 1.47 206.2 with such a MAJOR problem, it's almost the same mentality as Micro$oft, just get it out and we will fix any problems later, therefore using the customer to test the software. Hopefully that is not the case and it is a genuine bug that no one saw before it was pushed out for us to update. But I think that HTC will need to seriously look into testing the software properly before it is publically available. Because things like this can cause a bad reputation for a company.
The only way I can see HTC saving face, is by them fixing it ASAP to minimize the spread of this problem and blighting their name further.
It's like having a PC with an operating system on it, but not actually being able to run any programs on it, which is its primary objective.
i.e. we have a phone but cannot make or receive calls while the signal problem exists.
even more fun now, desire s sat in front of me, with the G flashing and no signal with a X symbol next to where the signal bars are, only no signal and an x but im able to browse the net, work that one out....
Last edited by starman316; September 10th, 2011 at 06:25 AM.
even more fun now, desire s sat in front of me, with the G flashing and no signal with a X symbol next to where the signal bars are, only no signal and an x but im able to browse the net, work that one out....
That's weird ! don't know how or why thats working then, especially as its stating you have no signal!.
I really wish that HTC did read these forums as they would be able to glean a lot of information from the problems we are facing and what we are trying to do to sort it out ourselves, which in turn would help them find a solution quicker.
Companies can't turn a blind eye and say "no we are not going to look at forums!" because this is the only place were we can post up our findings in the hope that someone can help us, as there is no real direct way for us to let HTC / the developers know the exact problems we have.
We have all spent a lot of our personal time trying to work out exactly where the problems stem from since this b0rked software update has crippled our phones. So that we can give more indepth information to HTC to try and help them help us get our phones back up and running again. (My g/f has now had enough of me trying to explain to her what I have been trying to do to get my phone sorted and gets annoyed with me when I start talking about it. I wonder how she would feel if it was "her" phone that was not working properly, she would soon be asking for my help to sort it out for her I am sure.)
There are good people out there, like the repair engineer who tried to help us directly, (but has now been silenced), who are willing to put their personal time and effort in too, to try and help us out.
People like this companies should imbrace. I feel that there SHOULD be someone from the companies who is dedicated to having a presence on these forums, who can at least read what we are saying and then chat with their repair engineers / developers to try and help out in these cases.
Even if they are limited on what they can say to us, I feel this would be acceptable, if we knew they were seeing and relaying our problems / findings to the people who matter.
At the end of the day I don't want to be giving HTC a bad name by telling other people not to buy their phones, as I really like the HTC Desire S, but HTC need to hear us and react very quickly as the longer this goes on the more people are going to hear about and get these problems.
Got my 'repaired' phone back from O2 with an accompanying letter stating:
"...one of engineers, has found the problem and fixed it. For quality control, another one of our engineers checked the repair".
Within 5 minutes of picking up the phone, I'd managed to show that calls were still going directly to voicemail, and this morning I awoke to find ...........no signal!
Formal letter of complaint going to O2 requesting a replacement phone under the Supply of Goods and Services Act.
Last edited by Plympool; September 10th, 2011 at 08:05 AM.
Got my 'repaired' phone back from O2 with an accompanying letter stating:
"...one of engineers, has found the problem and fixed it. For quality control, another one of our engineers checked the repair".
Within 5 minutes of picking up the phone, I'd managed to show that calls were still going directly to voicemail, and this morning I awoke to find ...........no signal!
Formal letter of complaint going to O2 requesting a replacement phone under the Supply of Goods and Services Act.
You can go through all that if you want, but it might take a while.
Instead, phone customer services up to the highest level you can (you have the right to be a little insistent, I would say) and demand a new phone as politely as you can. As some kind of brokering tool, you can challenge them to offer the fault they thought they'd found, how it's been fixed, and then obviously reiterate the fact that nothing's been fixed.
Had a call from O2 support on Saturday asking what the problem with my phone was, a bit strange as it went back with a detailed letter describing the fault, and I made sure the support bod in the O2 shop typed in a detailed fault description on their system, both of which ended with "Please just revert to previous software"
Told them again just to revert the software, they said they were unaware of the issues with 1.47 206.2..............
Had a call from O2 support on Saturday asking what the problem with my phone was, a bit strange as it went back with a detailed letter describing the fault, and I made sure the support bod in the O2 shop typed in a detailed fault description on their system, both of which ended with "Please just revert to previous software"
Told them again just to revert the software, they said they were unaware of the issues with 1.47 206.2..............
It's a symptom of dealing with massive companies on all but the largest of issues - they won't be experts on the problem and there won't be any consistency in answers. We've seen that from the "Yes the problem exists" to the "No we've heard of this" right up to the "There is NO issue" responses.
Take matters into your own hands for every day they delay - get a new phone, or downgrade the software yourself. You may be waiting for a fix from them that never comes (although obviously, I hope it does within five minutes of this post).
First I'd like to thank everyone on here for the valuable info that's been provided. Without it I would've thought the problems I am having are unique to me. I too keep loosing the network if the phone is idle, or after coming out of a tunnel etc. And like everyone else this only started after the update.
I contacted HTC, giving them all the details, and sending the link to here. Got the usual flannel, do a hard reset, uninstall my apps, etc. They then wanted the phone returned, to which I refused, stating that it wouldn't help. The guy stated that HTC are not aware of there being a problem with the update, and then said to contact O2 as HTC are aware they have signal problems. As he never asked where I am in the UK does this mean it's UK wide?! More stalling tactics.
It's frustrating that he ignores my suggestions to look at this forum, HTC would rather waste time and money, and harm their reputation, by continually stalling, rather than acknowledge there's an issue and fix it.
There should be the option to uninstall updates the same way you can with apps. It seems my only option to get a working phone is to uninstall it myself, and invalidate my warranty, as I cant see an update to fix this ever being released.
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As he never asked where I am in the UK does this mean it's UK wide?!
It's not just an O2 problem and not just UK. Over in the xda-developers thread
there are problems with phones in Belgium, Latvia, Denmark & the Philippines as well.
First I'd like to thank everyone on here for the valuable info that's been provided. Without it I would've thought the problems I am having are unique to me. I too keep loosing the network if the phone is idle, or after coming out of a tunnel etc. And like everyone else this only started after the update.
I contacted HTC, giving them all the details, and sending the link to here. Got the usual flannel, do a hard reset, uninstall my apps, etc. They then wanted the phone returned, to which I refused, stating that it wouldn't help. The guy stated that HTC are not aware of there being a problem with the update, and then said to contact O2 as HTC are aware they have signal problems. As he never asked where I am in the UK does this mean it's UK wide?! More stalling tactics.
It's frustrating that he ignores my suggestions to look at this forum, HTC would rather waste time and money, and harm their reputation, by continually stalling, rather than acknowledge there's an issue and fix it.
There should be the option to uninstall updates the same way you can with apps. It seems my only option to get a working phone is to uninstall it myself, and invalidate my warranty, as I cant see an update to fix this ever being released.
There may well be a way of getting around things without invalidating the warranty. I'm not sure it's in everyone's interest that I post that until I can confirm it though and I no longer have a Desire S to test it. If anyone wants to, and it should be safe, PM me.
Either way, it's not on that 'randoms' such as ourselves on public forums can come up with a fix when major companies who built the technology in the first place can't do it - it's embarrassing for all concerned.
In the meantime, I'm also going to see if I can contact HTC's PR/marketing team and have THEM look at this thread. I'll bet they'll be a bit more interested in what their engineers are saying and it being let out into the wild.
Last edited by schnide; September 12th, 2011 at 07:20 AM.
The guy stated that HTC are not aware of there being a problem with the update
I cannot believe that reply you got from HTC, as there are a lot of us who have contacted HTC direct via their Global ContactUS System, myself being one of them and I have had my ticket escalated, so they are fully aware of the problems with this software upgrade.
It make you wonder how information is passed around the company!, surely if there is an escalating problem, then it would be in the company’s interest to make all their front end staff aware of this??
On another note, I decided to send in a letter of complaint into O2 as I have really had enough of not having a working phone. Especially as I paid for it and have it on a 2 year contract, and there is no way I am going to have a non working phone for 2 years!
FYI. I decided to write an email rather than phone up, so that I could make sure I could describe all the problems I have had since the software upgrade, as well as attached a scanned copy of my O2 repair centre letter I had back, and have requested a replacement phone.
HTC Chat Support told me several hours ago that they were not allowed to give me any details of HTC's marketing team.
So I rang head office and, as of five minutes ago, an email has been sent which should reach HTC's marketing department.
In the meantime, I urge any more lurkers with similar issues who've found this thread to register and post of it on here, as well as reporting the issue to HTC.
todays story from htc " the problem lies with O2 needing to bring an update out simply because its their branding, so they need to bring an update out, you are quite right that other networks do have the same issue for example the orange network has the same issue and orange themselves need to bring an update out aswell untill that update is realised thats when the problem will be fixed we do not have the information on how long that will be, there is nothing we can do untill O2 bring out that update, O2 are working on that update, untill O2 bring out the update you will have that problem"
"Your phone is up to date. There are no updates available for your phone"
Which to me looks like O2 may have withdrawn the update!
I've just tried this today on my unbranded (and rolled-back phone) and got the "Your phone is up to date..." message which it didn't say a few days ago so it looks like HTC have pulled the update as well. Which is hopefully a good sign.
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todays story from htc " the problem lies with O2 needing to bring an update out simply because its their branding, so they need to bring an update out, you are quite right that other networks do have the same issue for example the orange network has the same issue and orange themselves need to bring an update out aswell untill that update is realised thats when the problem will be fixed we do not have the information on how long that will be, there is nothing we can do untill O2 bring out that update, O2 are working on that update, untill O2 bring out the update you will have that problem"
So multiple networks have the issue, but it's the network's responsibility to bring out the update.. Now that may be technically true, but does that mean that all the networks broke the fully working HTC standard software when they branded it and HTC can wash their hands - or that there was a fundamental issue in the original HTC software to begin with, and HTC can't issue a fix directly?
My money's on the latter - with some extra added handwashing. Assuming you can trust what they told you in the first place.
Call another HTC representative and you'll likely get a different story.
exactly the same happened to me today, new phone from orange, but its showing software version 1.47.61.1,, and you guessed it, i've got a phone thats about as much use as an ashtray on a motorbike I think they have sent me a reconditioned phone thats been sent back for the same reason grrrr, what the hell are we meant to do ???
get a new phone, or downgrade the software yourself. You may be waiting for a fix from them that never comes (although obviously, I hope it does within five minutes of this post).
@schnide,,, Got the new phone today, same problem though, how do you downgrade the software ? And if the fix is that easy, why isn't every1 doing it ? Just curious, as like Ive previously stated, im lost in all this,,, not my strongest subject. Regards, Mike.
exactly the same happened to me today, new phone from orange, but its showing software version 1.47.61.1,, and you guessed it, i've got a phone thats about as much use as an ashtray on a motorbike I think they have sent me a reconditioned phone thats been sent back for the same reason grrrr, what the hell are we meant to do ???
I can't stress this enough - contact HTC, report the issue, reference this forum using:
tinyurl dot com forwardslash desiresfirmwareissues
Do not accept a 'repair'. Demand a new phone that has the older software or get a different model. Or, be the guinea pig for a fix
As an aside, I've also just had a phone call from someone at HTC best described as customer service aftercare, trying to get feedback on one of the poorer customer service agents I dealt with. I also gave him the above address and asked him to pass things up the chain, so that might be another route to obtain a true company position and also find a fix.
How do you downgrade the software yourself though ? As I would rather try this than sit waiting for my phone to be repaired, only to get it back just the same. Mine was working fine on the old software, so how do I reverse it ???
@schnide,,, Got the new phone today, same problem though, how do you downgrade the software ? And if the fix is that easy, why isn't every1 doing it ? Just curious, as like Ive previously stated, im lost in all this,,, not my strongest subject. Regards, Mike.
Put simply, amending the software on your phone as an rule can invalidate the warranty, depending on your network's position. Don't ask me who has what position as I don't know! To my knowledge, HTC's own position is that doing this doesn't automatically invalidate the warranty but given they can ultimately use whatever excuse they like, it doesn't matter.
Here's why neither your network or HTC will be implementing the fix - the company lines at present are that "there is no problem with the latest software and the latest software is the best. Additionally, if you were to mess up your phone changing to anything but the latest software, we can blame you for the problems you're (not) experiencing. Therefore, we have no reason to tell you how to do it and no reason to know how to ourselves either."
Don't apologise for not understanding what's involved with the software, I didn't have a clue either until these problems forced me to learn about it. No end user should ever have to find out how to do this and it's usually left to those modders who love to play around with and improve on the standard software. But I have it on good authority that it can and has been done and have a fairly good idea of how to.
I will not post how to do it because I won't be held responsible for ANY mistakes people make with their phone (and nor should I be an official voice on solving this in place of HTC or the networks - but I'm not withholding any information on that basis alone). If you want to know the implications involved then send me a PM. It may be possible to help others to formulate instructions on it after that.
And then maybe I can bill HTC/O2/etc later for my technical support on their behalf
I have been doing what any proud british cit would do...writing letter (or email) after email of concern and complaint (o2, HTC...might even get bbc's watchdog involved!).
HTC have replied with the following:
Thank you for contacting HTC regarding your HTC Desire S. I understand that you are currently experiencing difficulties with receiving calls and SMS messages messages since the recent update. In order to be able to assist you further, please provide the following additional information: - Is this loss of signal in just one place or does it cut out randomly? - Can you please try another SIM card on another Network provider in your device, are you able to receive SMS messages quickly? Are you able to receive calls? - Can you please try your SIM card in another device, are you able to receive SMS messages quickly? Are you able to receive calls? - Have you downloaded any third party applications on your device?
I have answered the q's with the obvious answers and await a response.
I did however put in my email that they shouldn't treat this as a unique problem and that they should just google it and see how many users it is affecting. I also said a large and popular phone manufacturer wouldnt want negative press and so would expect a fix sooner rather than later.
Last edited by AmmoB; September 12th, 2011 at 12:25 PM.
Reason: forgot to add stuff on!
As long as you've followed what the service provider states in their code of practice, after eights weeks of your initial complaint, if you're still not happy you can request an 'Alternative Dispute Resolution' through Ofcom.
You can also notify Ofcom of your grievances, so that if they get enough complaints and information about a company or sector, they'll investigate the issue further, although they have no responsibility to individual cases.
Eight weeks! I've even got more faith in HTC fixing it themselves before then! Personally I'd be surprised if Ofcom did a damn thing, but good luck to anyone trying.
My Sensation arrived today and it's currently undertaking an overnight charge (even though I briefly accidentally turned it on in lovingly handling the thing) to condition the battery a few times before I use it in the outside world.
For those Desire S (or even other handset) users still affected, contact HTC about the problem and log a fault as instructed earlier. Meanwhile, your contract is with your network so they are your primary point of contact, practically and legally. Nothing will change if you sit there and let them get away with it, even if as a provider of the hardware the fault lies with HTC.
I still have not heard anything back to my complaint I made to O2 via email, complaintreviewservice@o2.com on Saturday with regards to getting my phone replaced, looks like it can take up to 5 days before I could get a reply, so will keep you updated.
I have copied the Complaints Code of Practice from O2's website below which can be also be accessed directly via the link below. So that other O2 customers can see how to make a complaint if they so wish.
At O2, we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, please tell us.
Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.
Our service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You can do this by clicking here
We'll look into your complaint immediately and try to sort the issue out as fully as we can within five days. If something comes up that means it may take longer than this we’ll discuss this with you. If you're unhappy with our decision, ask for one of our team managers to investigate further.
We hope that we will have been able to sort out any problems by this stage. However, if you're still not satisfied after speaking to one of our managers and you'd like an impartial review, please write to:
O2 Complaint Review Service
PO BOX 302
DUNSTABLE
LU6 9GN
Alternatively you can email us directly at: complaintreviewservice@o2.com
or fax us on 0870 600 2402. We’ll review your complaint within five working days.
Please include the following information:
Your name and address
Your mobile and account numbers
A daytime contact number
A suggestion of what you'd like us to do to put things right
If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.
If we haven’t been able to sort things out within 8 weeks, the ombudsman can review your complaint for free. Unless there is a deadlock situation, they won’t look at cases that are less than 8 weeks old. Contact them directly at:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
exactly the same happened to me today, new phone from orange, but its showing software version 1.47.61.1,, and you guessed it, i've got a phone thats about as much use as an ashtray on a motorbike I think they have sent me a reconditioned phone thats been sent back for the same reason grrrr, what the hell are we meant to do ???
I am awaiting delivery of my 3rd desire s from orange today..I had the same as you Mike, reconditioned phone with the software update already installed..I was told by a rep at orange yesterday that it is acceptable for txt msg,s to take 24 hours to come through, it’s in the T's n C's apparently...if the phone coming today is not right then I will keep this thread posted
I still have not heard anything back to my complaint I made to O2 via email, complaintreviewservice@o2.com on Saturday with regards to getting my phone replaced, looks like it can take up to 5 days before I could get a reply, so will keep you updated.
I have copied the Complaints Code of Practice from O2's website below which can be also be accessed directly via the link below. So that other O2 customers can see how to make a complaint if they so wish.
Seriously, get on the phone and speak to someone and get it resolved within a few days. By following 'procedures' such as this, you're allowing them to delay by following 'protocol', making sure it reaches the right person, figuring out how to fob you off etc. There's no pressure from a letter, on the phone they have to give you a decision. Modern companies just don't function on written letters anymore so I'd say not to waste your time unless you want to cover yourself for court (and even then email is good enough!).
'Thank you for your email and the information provided.
I understand that you are currently experiencing difficulties with receiving calls and SMS messages messages since the recent update.
Have you been in contact with O2 regarding this issue, if not can you please contact your network provider to see if there experiencing any issues. The reason I am asking you to do this is because I believe it is a network issue.
If you are still experiencing issues with your device and its signal please contact me again for further troubleshooting.
I look forward to receiving the above information so that I may respond to your query fully.
Thank you for contacting HTC Support'
Good huh?
I'll be contacting o2 today in person when i pop down the shops.
'Thank you for your email and the information provided.
I understand that you are currently experiencing difficulties with receiving calls and SMS messages messages since the recent update.
Have you been in contact with O2 regarding this issue, if not can you please contact your network provider to see if there experiencing any issues. The reason I am asking you to do this is because I believe it is a network issue.
If you are still experiencing issues with your device and its signal please contact me again for further troubleshooting.
I look forward to receiving the above information so that I may respond to your query fully.
Thank you for contacting HTC Support'
Good huh?
I'll be contacting o2 today in person when i pop down the shops.
Reference this thread when you reply to HTC.
When you see O2, speak to the manager about a replacement, offer to show him this thread, don't accept a 'repair'.
HTC's line of Desire phones have been wildly successful. There was the original HTC Desire, then the Desire HD and Desire Z, and now the HTC Desire S will continue the tradition of excellence. There aren't any sweeping changes from the orig... Read More
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That's weird ! don't know how or why thats working then, especially as its stating you have no signal!.
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