HTC Technical Customer Service....read


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  1. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    Hey Guys,

    I just wanted to pass this along; You can take it for a grain of salt, but I came away impressed.

    I decided to make a call to HTC (the number is on their page, if you go to Support and "Hotline" the number is there) to discuss a few of the hardware/software issues that I, as well as others on the board have been experiencing. First off, my wait time was about 3 minutes. Very short, so that was a good start.

    I spoke to a representative named Jonathan (a woman). The topics I asked about:

    1. Why Gmail messages do not show up in the "People" application under the contact's card who sent the email.
    2. Some questions that I had about managing memory and the best way to exit a program.
    3. The clock widget displaying incorrect time, and the new issue that appeared with the clock today (possibly brought about by some DST error).
    4. What happens when you "Clear Data" from the RAM using the "Manage Application" menu.

    I began the conversation, which lasted about 40 minutes, asking about the Gmail issue (#1) as that was my biggest query, but added on the others as the conversation went on. She did not know exactly what I was talking about, as she hadn't heard that complaint before. Instead of just saying, "uhhhh, yea, I don't know what to say" or try to spout off some half-assed solution only to get me off the phone, she actually took the time to look in some of their documentation, and when coming up empty, grabbed a new phone, set it up and tried to replicate the issue. At no point in our conversation did she sound like she was saying stuff just to "get by" or end the call. She actually sounded as if she cared. I was thoroughly impressed, as I've called Sprint a few times on technical issues (and I'm not bashing Sprint at all, because I've called other companies tech groups and gotten similar results) and got the "I'm-really-uncomfortable-because-I-don't-have-an-answer-so-I'm-going-to-make-one-up" routine, but not this time. The other thing that impressed me was that with each issue I mentioned, she in no way played dumb that the issue existing. She knew exactly what I was talking about each time (with the exception of the Gmail issue which she hadn't heard yet).

    Granted, I'll admit, MAYBE a little more Beta testing should have went into the hardware/software to prevent so many issues popping up, but they are aware the issues exist and are working to remedy them. She actually told me they've gotten a lot of responses to a LOT of issues with the phone's software and hardware, but she assured me that they are working closely with Sprint's Engineers to address them all. Because there are so many issues, she hinted that they most likely won't be released as "hot-fixes" but most likely as the OS update. She did mention 1.6, so it does sound like it's coming. I didn't even bother asking the timeframe, as I didn't want to ruin the pleasant conversation I was having by forcing her hand to deliver the "BS" response that I would have gotten.

    As a summary, some of the issues that she said they are aware of:

    1. Clock widget not working properly.
    2. Messaging App keeping phone awake.
    3. Something with Visual Voicemail.
    4. The Gmail issue I've pointed out.
    5. The issue with the Calendar not properly placing appointments on the correct day (birthdays a day early, all day events a day early)
    6. The 3.5mm headphone jack outputting mono instead of stereo.
    7. Dust under the screen.

    Pretty much any issue you've seen on this board or any other, they seem to be aware of and are already working on resolutions.

    Her answers to my issues:

    1. She replicated what I was seeing. She couldn't get Gmail to show up. She identified it as the fact that Gmail had not been integrated into the "People" app. The good thing is that it's not a defective phone, the bad thing is that it's not integrated. She had felt that it should have been integrated, as it IS a GOOGLE phone, but was most likely overlooked during development. She couldn't say for sure, but she had a feeling it would be integrated in a future update.
    2. As we've seen displayed 100 times on this board, Android manages memory itself. She did state that using the back arrow to leave programs will perform the same thing as "closing it down", otherwise, it will remain active in the background using memory. With the built in memory management, you'll never completely lock your phone, but it may slow it down. Personally, I've been using the back button to get out of programs for the past 2 days (following intolerable lag on Friday) and my device is as snappy as it was when I first turned it on.
    3. They are aware and it will be fixed in an update.
    4. FYI, clearing cache would be removing temp files and just kind of cleaning up (housecleaning)....clearing data (both functions found in the "Managing Applications" menu, blows out all info completely. I was going to clear the data on my Mail app (using 34.8mb) and she tried it on her demo device....not a good thing! It wipes all account info and settings from the program.

    Again, overall, a very pleasant experience. Sorry for the long post, but I'm hoping this helps some people who are getting frustrated with the device. I hung up the phone with the feeling that HTC is determined to make this device a smashing success.
     

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  2. Tikerz

    Tikerz Member

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    Good post! Thanks for sharing!
     
  3. troyboytn

    troyboytn Well-Known Member

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    thanks for the detailed info ToxicToastKatz. Maybe your thread will calm some nerves......hopefully as long as this update comes soon.
     
  4. SDscorch

    SDscorch Well-Known Member

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    wow yeah.. that's great news
     
  5. gixxerman

    gixxerman Member

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    I now have Handcent. When I receive a text, notifications show up for the stock message app and handcent. Is there a way to stop the stock message app????? I have read that the stock message app may be causing the batt. to run down. PLEASE HELP!!!!!!
     
  6. uminchu

    uminchu Well-Known Member

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    This link will take you to the section of Handcent's FAQ that provides step by step instructions to make Handcent your default SMS app with single notification.

    Or just click here: FAQ
     
  7. marctronixx

    marctronixx Moderator Moderator

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    great info! kudos to you sir!
     
  8. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    hahaha, on the other hand...I'm currently on the phone with Sprint Advanced Technical Support......a COMPLETE 180! The rep is very friendly, but her knowledge only extends to reading off of a "known issues list" of which she's reading verbatim whatever has been sent through to them on this list. The funny thing is, the list sounds like something that was created by a tech rep lurking on the boards and skimming the threads and only writing down the bare-bones details. WOW! Absolutely clueless.
     
  9. nathanotis

    nathanotis Well-Known Member

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    TTK, Consider how many phones (current and legacy), OSes, connection cards and other devices that Sprint rep has to support, vs what HTC needs to have expertise in.
     
  10. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    When you put it that way, I probably should cut them a little slack. Point taken.
     
  11. ChrisPlague

    ChrisPlague Well-Known Member

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    i was about to say the same thing, its almost impossible for a sprint rep to know about every feauture, glitch, known issue and how to fix on every product they carry
     
  12. uminchu

    uminchu Well-Known Member

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    Not to mention the fact that at the moment, the Hero is still Sprint's newest device. Some of these issues are new to them also.
     
  13. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    I got to thinking about this last night. The points that you made about the issues being new to them too, and the reps having to deal with multiple devices over multiple OSes are good ones, and valid. I should, and will, cut them some slack.....HOWEVER, all the questions that I had for Sprint were network related questions :)

    I just thought about this. All of the actual phone specific questions, i discussed with HTC. All the questions I had for Sprint were related to their network....something that they should ALL be familiar with.

    For instance, I was explaining that I have been getting 1x showing up more often than I ever had been with my old phone and she had to look up the difference between 1x and EVDO.
     
  14. pdragon

    pdragon Well-Known Member

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    Did the rep say anything about a fix for this? Like when we can expect phones in the retail stores to have it so we get a fixed phone when we exchange them? Or if there's any limitations on how long we have to return the phone to a Sprint store when we come across this issue?
     
  15. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    I didn't ask. Luckily, I haven't had the issue. Do you carry insurance on your device through Sprint? I do, and I'm assuming that since this has been identified and admitted by HTC, should a problem arise in the future not caused by negligence, it shouldn't be a problem to return it, especially with insurance. I can't say for certain on that though.

    BTW, which retail stores are you talking about? Does your local Best Buy not carry/have in stock?
     
  16. pdragon

    pdragon Well-Known Member

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    Yes, I do have the insurance option from Sprint. But it has a $50 deductible. I've luckily never had to use it and if I did it would be for something more major than dust under the screen.

    Best Buy does have them near me, but I figured the Sprint store would be easier to deal with as far as getting a replacement phone after the 30 return policy ran out.
     
  17. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    Don't quote me on this, and you should probably confirm with your Sprint store, but I'm fairly certain that if the issue with the phone is due to manufacturer's defect, which this is, the deductible would not apply.

    Back about 3 years ago when I had a Treo 650, the mic went out on it. I could hear calls but the receiving end couldn't hear me. It wasn't due to anything I did, it had just gone bad. Because it was a part that couldn't be replaced, they replaced the entire phone...free of charge. I was actually getting married the weekend it happened and leaving for my honeymoon the day after. Because of this, they even expedited delivery of the new device!

    I had taken it to a Sprint Service dealer though, not just a regular Sprint Store. I don't think it makes a difference though. But yea, I was always under the impression that the deductible is only charged if the phone is lost, stolen or the defect is caused by negligence. I couldn't possibly see them trying to get a deductible out of anyone, especially since the manufacturer has admitted a faulty design on some units.
     
  18. pdragon

    pdragon Well-Known Member

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    That's what I was thinking as well and why I asked what HTC's stance on the issue was right now and if you knew when fixed units would be available.

    I figured the Sprint store would be better than Best Buy for knowing about manufacturer defects with their phones as well.
     
  19. ToxicToastKatz

    ToxicToastKatz Well-Known Member This Topic's Starter

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    I do believe, however, that after the 30-days elapse, Best Buy will no longer accept them (their return policy is 30-days), however, Sprint will take them back.
     
  20. watzone69

    watzone69 Well-Known Member

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    Good work TTK!

    It's a relief to know that HTC is aware of these things and doing something about it. We don't know when these fixs will come but it helps me stay a little more patient knowing that they ARE coming.:D
     

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