Database Users

HTC Support bloody awful!!!

Over the past few weeks I have had reason to email HTC Support on a number of occasions as have a lot of you.
There was the disgraceful forced push automatic update that did not work for most, there is the flawed hotfix that causes a whole new bug for some etc etc.
I have sent them 5 emails in the past three weeks. I have received NO responses whatsoever!! For the love of god!
If you are dissatisfied with HTC then help me let them know. Make your voice heard, that's one of the advantages of online communities, they can lead to more power for consumers by grouping and info sharing.
I have paid a LOT of money for my HD, surely they should respond to my emails.

Yep, no response back from them in over a week with regard to various TouchFlo / WM bugs.
Not a great start. . .
Add to that that the Qualcomm chip is a dog in terms of performance. God only knows why they use it???

what do you expect???
they have your money if you bought a sim free product....
they have your networks money if you got the handset on a contract....
what do they care, exactly they dont!
i waited 3 months for a reply via email, it basically refered me back to their helpline, which was as much use as a chocolate fire guard!
Poor quality english langauge spoken, and all they wanted to do was sell me more htc products at extremely high prices.
if only the CEO of HTC was aware of how his employee's and company treat his customers.....

I never wrote to them, but seeing that we relay more on this site for fixes than on oficial htc releases seems to confirm they dont care much about customers.
Apple release more updates than them

I wrote to HTC support two days ago and get a response two hours later - very good.
Greetings

Hello
I wrote several Emails regarding the Touch Diamond and never got an answer.
I wrote to german and global support.
NOTHING
THe Support seem terrible ( but the devices are good )

Telephone
Have any of you attempted to contact them by telephone?

I tried the phone a month or so ago, wa son hold for about 10 minutes so gave up. I figure if they are poor at responding to emails then they dont take support seriously in general.
truly terrible, makes me so angry.

oh cmon guys, the receive like >100 emails per hour. do u think they will take time to answer you regarding autoupgrade and hotfix with bugs? what do you expect, press #5840987* and your phone works? they don't even lose time emailing about autoupgrade with text "HARD RESET", cuz that's u'r problem. and hotfix? what reply do you want to receive? "HELLO, OKEY, THANK YOU FOR YOUR EMAIL, WE DIDN'T FIND THAT, HERE YOU GO A NEW ONE"?!!?!?!? they got your mail about bug, and forwarded to programming/etc team

the customer support for HTC
SUCKS!
and thats hows it is.....
HTC website support section, should say for any assistance, support, fixes - please contact xda-developers.com

@SALLCHO
Are you kidding or do you think really like you wrote ?
Hey Man - I paid 600 Euro - many paid around 700 USD for the device and I think I/we can get for our money a WORKING product.
It is ashame that the devices from HTC come out with many bugs.
It would be better to release minor new devices and get the software running well.
Look at the iphone - every three month a major update with tons of fixes and sometimes new feature
HTC would do great to get fixes and enhamcements to their smartphones, too - because that is the nice thing on SMARTphones - they can be enhanced

We paid even more for the xda flame and we do not get any support from O2.
Do not wait, trust community like this one.

I emailed them what should have been a straightforward question, three weeks later got an email saying call us. Had a bigger problem with my phone called them, went through to a worse then useless Indian call center who just kept saying talk to the person who sold it to you.....
CRAP!

EVO EECB I sent to Sprint and HTC

I sent the following today to the following email addresses:
To:
dan(at)sprint
sprintcares(at)sprint
Peter_Chou(at)htc
HT_Cho(at)htc
Fred_Liu(at)htc
Keith_Nowak(at)htc
John_Wang(at)htc
Cher_Wang(at)htc
Mark_Baker(at)htc
Hello,
I am a brand new customer that came over from AT&T to buy the HTC EVO 4G.
I have been mostly happy with the phone, but very unhappy about the 30 FPS cap on the graphics ... the Nexus One runs on the same hardware and is able to push 60FPS or more. To add insult to injury, my EVO's screen is starting to separate at the bottom of the device, which means I am going to have to either return it or exchange it for a new EVO prior to the 30 day limit. At first I was content to just exchange my EVO for a new one, but here are my concerns:
1. Are these problems going to be fixed? If I get a new EVO, will HTC/Sprint ever fix the graphics problem? Will I have another instance of hardware failure (screen separation)? Further reading on this topic here: (links removed due to XDA policy)
2. I bought and paid about $30 to have a ZAGG shield installed on the face of the EVO (lifetime warranty permanent screen protector) ... if I exchange my EVO, there is another $30 I am paying. What happens if I keep having hardware failures? Do I have to pay $30 each time to have my ZAGG shield replaced? Unacceptable!
3. Screen Responsiveness - The top part of my EVO is not very responsive, possibly due to a improperly grounded screen. Yet another reason I have to return it. Unfortunately, there are none in my area so I have to wait until they come in. Will the new one have the same problems?
4. WiFi strength on the EVO is lackluster at best. More reading here: (Link removed due to XDA policy)
5. Evo 4G is the first 4G phone - too bad you can hardly ever get 4G reception and when you do, the speed is not nearly what Sprint has advertised. This is not a dealbreaker because this phone has so many great qualities, but the speed tests that I and others have done show that the speed on the 4G is not that great, not even better than AT&T's iPhone 3GS speeds much of the time. Very sad.
I would like to say I am going to be a loyal Sprint and HTC customer for many years, but with all these issues I am seriously considering returning my phone and cancelling my service within the 30 day window.
Can you help me understand how these problems will be fixed? What is your time frame for fixing them? Are the Sprint and HTC teams even aware of these issues and are you looking into them? I have found I love Android phones now, but I can just as easily cancel my contract and move to T-Mobile who supports a wide variety of Android phones (Nexus One, anyone?). Please help me understand why it is best to stay with Sprint and HTC. I *want* to be a loyal customer, but I need to know that my concerns are being heard and addressed.
Thank you in advance for your time!
Sincerely,
Tim D.

Also - Mods - can I get verified? How do I make that happen? Thanks, Tim.

At least you didn't ***** about the 10 dollar Premium Data. That + former AT&T customer = nice letter

Thanks ... I tried to keep it as positive as I could. I have had pretty good luck getting things accomplished with EECB's that are positive. (I recently had my Dell XPS m1730 repaired out of warranty after I aired my concerns to Dell)
I hope we can find a resolution. The EVO is a GREAT phone plagued by a few problems that hopefully can be resolved one way or another.
Edit: Perhaps if some other forum members would like to write up their own letters and send them, maybe we can get some movement on this.

Pull your ZAGG screen off and then get a warranty replacement for $5 shipping. They replace it free if you replace your device.

Thank you for that tip about the ZAGG shield - I was not aware of that... I will have to wait until the last second though to make sure I actually get a new EVO from Radio Shack

Maybe if we all send nice letters, we could MAYBE at least get the source.

Bump!
Nobody else has sent an EECB? might be a good way to get some much needed attention for these problems...

I was planning to and then got side-tracked. I shall later tonight. Much thanks for bringing it to my attention again!
timkdodson said:
Bump!
Nobody else has sent an EECB? might be a good way to get some much needed attention for these problems...
Click to expand...
Click to collapse

My only complaint is the serious lack of WIFI, and even when i do have it the speeds are terrible. also 4g isn;t official in my area but i get it sometimes 1 or 2 bars max (only in 1 spot outside my house its kinda odd). The speeds are hitting close to 4mbps for me. I hope they finish installing 4g in the boston area.

So are those all the email addresses I need to email? Are they all .com?

Well, I just EECB'd them, putting a particular slant on the issue of releasing the source. I have a gut feeling that HTC is working to do this, but it would be really nice to get a straight answer out of them. (So, be nice to HTC.)
Hello, and to whom it may concern:
Like many other potential smartphone customers, I've been looking forward to the release of the HTC EVO 4G. I've been using prepaid phones for too long and had myself set on finally becoming a Sprint customer with an EVO.
As someone who was lucky enough to get an EVO from Google I/O this year, I've been using the phone for the past three weeks or so. While the phone has almost lived up to my expectations, there is one major flaw that I find unacceptable: the artificial graphics performance cap on the phone.
At Google I/O, Google and their partners showed off many different Android phones, both new and old. Most of the higher-end phones, including HTC's own Nexus One, have great performance. Games run speedily and smoothly and the interface positively flows. That, however, is not the case with the EVO. The EVO, even with its top of the line hardware, is artificially capped at rendering 30 frames per second. I find this very unfortunate, as a side by side comparison between the Nexus One, EVO, and iPhone will show that the Nexus and iPhone run their respective UIs and games much more smoothly than the EVO. I expected 3D performance to be a selling point with such a gorgeous phone—I guess not.
I, along with many others, have contacted HTC about this issue. HTC's official line is that the 30 FPS cap was intended to "improve battery life" and they have no plans to change this. While this is disappointing, it is HTC's right to build their firmware how they want. However, I ask HTC: please make this fact more public. This cap was a rude surprise to developers and has made many of them unhappy, even leading to some phone returns, as evidenced by the discussion on prominent phone dev boards: http://forum.xda-developers.com/forumdisplay.php?f=620. (I've come close to wanting a refund—but my phone was free, so I have no hard feelings.)
In addition, I'd like to ask HTC to expedite the release of your Android kernel source so that developers like me can remove this cap. I'm sure many others will do the same, even if it does void their warranty and is not officially supported. It would be nice to have a phone that actually works as advertised.
HTC makes good phones; there's no reason to artificially limit the EVO from becoming HTC's best.
Thank you for your time and for listening to my concerns.
[My Name]
Click to expand...
Click to collapse

redct said:
Well, I just EECB'd them, putting a particular slant on the issue of releasing the source. I have a gut feeling that HTC is working to do this, but it would be really nice to get a straight answer out of them. (So, be nice to HTC.)
Click to expand...
Click to collapse
nicely written

redct said:
Well, I just EECB'd them, putting a particular slant on the issue of releasing the source. I have a gut feeling that HTC is working to do this, but it would be really nice to get a straight answer out of them. (So, be nice to HTC.)
Click to expand...
Click to collapse
GREAT JOB. Very nicely written.
On another note, I have been reading about what may be Sprint's 2nd 4G phone, the Samsung Galaxy S Pro... I am thinking of returning my EVO and waiting for the Galaxy to drop... too many problems with the EVO. The sad thing is I have to do it within the 30 day money back timeframe, so I am quickly going to be coming up on a hard stop.... ARGH!

Instant response: f**k yeah!
EDIT: Got an reply from Dan Hesse's office saying that they'll reply w/more info within the next day or so.
Hello _______,
Thank you for providing us with the request for the sourc code for your EVO 4G, to which I understand you are entitled. I also understand that in the legal information of the phone it says to contact Customer Service with this request, although that is not entirely correct. From Technical Support, we can only pass along your request to the appropriate department, and as they do have your request it will be posted. This is not a gambit of any sort nor a desire to keep anything from our users; as to why it is not available yet, I do not know, nor do my supervisors. If we at Technical Support did have access to either send out the code or post it on the website, I would be more than happy to do so as I understand that you are anxious for it and I would love to be able to provide it.
I agree; the phone is great and I am fairly excited myself to see what you and the rest of the developers come up with.
The request has been made to the appropriate department, and when the code is posted it will be available at developer.htc.com. I apologize that it is not available at this very moment, and I thank you for your patience in this matter. If you have any other questions, feel free to contact us again. You can find additional support at support forums at community.htc.com. There is also a customer satisfaction survey for you to take if you are interested.
Philip
HTC Technical Support
www.htc.com www.twitter.com/htc
Click to expand...
Click to collapse

WAY TO GO! that is freaking awesome!!
Instant response: f**k yeah!
EDIT: Got an reply from Dan Hesse's office saying that they'll reply w/more info within the next day or so.
Hello _______,
Thank you for providing us with the request for the sourc code for your EVO 4G, to which I understand you are entitled. I also unders
Click to expand...
Click to collapse
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Click to collapse
-------------------------------------
Sent via the XDA Tapatalk App

redct said:
Instant response: f**k yeah!
EDIT: Got an reply from Dan Hesse's office saying that they'll reply w/more info within the next day or so.
Click to expand...
Click to collapse
I wouldn't be surprised if Phillip is a lurker or even a member on XDA

timkdodson said:
WAY TO GO! that is freaking awesome!!
-------------------------------------
Sent via the XDA Tapatalk App
Click to expand...
Click to collapse
That was from mid-tier customer support, so we'll also see if Sprint/HTC exec level people reply. Also, time to wait for the source code.
...looks like it's a waiting game now.

This is great news. Good job!!!

I registered just to say that this is great news. Hopefully it leads to a resolution.

Froyo 2.2 for SGS Vibrant to be Released in Days not Weeks

My chat with Samsung today...
Please wait for a Samsung Agent to respond.
You are now chatting with 'Stella'
Visitor: hello stella
Stella: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Stella: Hi, Please go ahead with the query.
Visitor: i own a vibrant and want to know when i will get the froyo update pls
Stella: I understand that you are looking for Android 2.2 update for your Samsung Mobile. Am I correct?
Visitor: yes
Stella: Thank you for the confirmation.
Stella: Unfortunately, as of now Android 2.2 is not Officially released in US.
Visitor: WHEN will it be released
Visitor: i will not buy another samsung product because of this
Stella: Unfortunately there is no update available at this time for your phone, nor is there an estimated date of one being released. We are unable to speculate when/if a software revision might be available due to the fact that this might lead to inaccurate information and confusion.
Visitor: hmm
Visitor: how do i return my product
Visitor: can i send it to you guys for something different
Visitor: something with 2.2 installed
Visitor: the only reason i bought this phone was to use skype but that is not available until 2.2 is released
Stella: As 2.2 is not yet released, as of now there is no phone with the 2.2 built in.
Stella: I understand that you have been waiting for the update for so long.
Stella: However, the update should be released in upcoming days.
Visitor: days and not weeks?
Visitor: hello?
Stella: Yes,

This will, also, not end well.

[url]www.samsung.com/us/support/owners/product/SGH-T959ZKATMB#[/url]
I suggest anyone waiting for this update for the SGS also chat with and make calls to Samsung to increase the pressure to get it done; their support link for chat and phone calls are below...
Samsung Voice Support at 1-877-EZ2GALAXY (1-877-392-4252). They are available Mon.-Fri. 7 a.m. - 9 p.m. CST, Sat. 9 a.m. - 6 p.m. CST.

funny how stella has no update info and cannot speculate when an update might be available
then it will be available in days not weeks

fioricet said:
funny how stella has no update info and cannot speculate when an update might be available
then it will be available in days not weeks
Click to expand...
Click to collapse
I agree.
Everyone, please keep in mind that this thread was started only to increase pressue on Samsung. I appreciate any respectful comments.

Yea heard this a million times before. Reminds me of my Motorola Cliq days! Welcome to Samrola!
Sent from my SGH-T959 using XDA App

It'll get here when it gets here guys.
Thank god none of you were waiting for GT5, I could imagine all the calls Sony would get.

Seems I re-call a post awhile back with Stella as the same CSR.... and she said the exact same thing to this person she said to the last "DAYS"...
I think this is Samsungs standard scripted reply to consumers asking this question. So if anyone does call this will be the same message you will receive also..

Let's face it. We, customers, cannot pressure Samsung to do anything. Samsung simply does not care about us. You want to make a difference, stop buying Samsung products. That is the only way to make Samsung to listen to consumers.

jmcghee1973 said:
Seems I re-call a post awhile back with Stella as the same CSR.... and she said the exact same thing to this person she said to the last "DAYS"...
I think this is Samsungs standard scripted reply to consumers asking this question. So if anyone does call this will be the same message you will receive also..
Click to expand...
Click to collapse
probably.
I just called in and they told me that it was coming in the next few days, and i asked for exact specific date, they told me they were unsure and didn't know of the update.
Samsung's just pissing me off everyday theres no official froyo.
i hope their working on gingerbread for us... those bastards.
Krzysiek_CK said:
Let's face it. We, customers, cannot pressure Samsung to do anything. Samsung simply does not care about us. You want to make a difference, stop buying Samsung products. That is the only way to make Samsung to listen to consumers.
Click to expand...
Click to collapse
Bull.
Look at it this way, your a tmobile customer, you have a upgrade, and your looking to get a new phone, you go and see some phones, the most noticeable are, the Vibrant, or HTC... something can't remember name, those are the best phones for Tmobile.
I went on and bought a vibrant because there are about 200 if not more HTC, and i'd heard good things about vibrant. so i bought it.
I still love my phone, just not the customer support by Samsung, Tmobile's doing good for me on customer support.
Maybe you won't buy samsung products, maybe a few hundred won't.
They have TOO MANY PRODUCTS. You can't go and avoid every samsung product, theyre in every market that involves technology, and are a well known brand.
NOT buying their products wont hurt them, it'll hurt you and only you.
a few hundred people, they don't care about, and you certantly will NEVER get everyone who has a Galaxy S (over over 6 million people) to stop buying their products.
thats just way out of hand.

xriderx66 said:
probably.
I just called in and they told me that it was coming in the next few days, and i asked for exact specific date, they told me they were unsure and didn't know of the update.
Samsung's just pissing me off everyday theres no official froyo.
i hope their working on gingerbread for us... those bastards.
Bull.
Look at it this way, your a tmobile customer, you have a upgrade, and your looking to get a new phone, you go and see some phones, the most noticeable are, the Vibrant, or HTC... something can't remember name, those are the best phones for Tmobile.
I went on and bought a vibrant because there are about 200 if not more HTC, and i'd heard good things about vibrant. so i bought it.
I still love my phone, just not the customer support by Samsung, Tmobile's doing good for me on customer support.
Maybe you won't buy samsung products, maybe a few hundred won't.
They have TOO MANY PRODUCTS. You can't go and avoid every samsung product, theyre in every market that involves technology, and are a well known brand.
NOT buying their products wont hurt them, it'll hurt you and only you.
a few hundred people, they don't care about, and you certantly will NEVER get everyone who has a Galaxy S (over over 6 million people) to stop buying their products.
thats just way out of hand.
Click to expand...
Click to collapse
and to add...the only ones freaking out about froyo are the small few here on xda and small amount in the world that are even aware of it...most of the comsumers I am sure are happy with the Vibrant and not knowing about modding, updating etc on their phones.

yeah it will be available for more than 30 days but not more than 4 weeks.
Sent from my SGH-T959 using XDA App

darkside79 said:
Yea heard this a million times before. Reminds me of my Motorola Cliq days! Welcome to Samrola!
Sent from my SGH-T959 using XDA App
Click to expand...
Click to collapse
ha ha ha. That's the reason i sold my cliq.
I know Samsung and Motorola and even HTC are slow on the updates because of them skining Android.
Hence i no longer wait.
I am runing Nero v3 because i don't want to wait for Samy like i waited for moto.

Stella obviously lied to you
G2 comes with 2.2 installed

File under "I know a guy...."
The clueless OP epidemic continues.
Who believes anything a level 1 CSR says? Really?
Houston1 said:
I agree.
Everyone, please keep in mind that this thread was started only to increase pressue on Samsung. I appreciate any respectful comments.
Click to expand...
Click to collapse
If you really mean that, then you completely failed with your topic name. Sure looks like completely believed stella originally and was coming here to give us the great news.

fioricet said:
funny how stella has no update info and cannot speculate when an update might be available
then it will be available in days not weeks
Click to expand...
Click to collapse
Actually I think that sentence is a preprogrammed one they use as it seems that every time a person ask them about the update that is the answer they get. I got it a while ago as well when I was chatting with one of the samsung reps.

xriderx66 said:
Bull.
Look at it this way, your a tmobile customer, you have a upgrade, and your looking to get a new phone, you go and see some phones, the most noticeable are, the Vibrant, or HTC... something can't remember name, those are the best phones for Tmobile.
Maybe you won't buy samsung products, maybe a few hundred won't.
They have TOO MANY PRODUCTS. You can't go and avoid every samsung product, theyre in every market that involves technology, and are a well known brand.
NOT buying their products wont hurt them, it'll hurt you and only you.
a few hundred people, they don't care about, and you certantly will NEVER get everyone who has a Galaxy S (over over 6 million people) to stop buying their products.
thats just way out of hand.
Click to expand...
Click to collapse
Wrong assumptions from the first to the last sentence, literally.
they don't care about
Click to expand...
Click to collapse
Why would I give my hard earned money to the company that doesn’t care about customers?

Sooo... at this point is it Samsung or T-Mobile that is the holdup? I've seen claims that Samsung has already delivered the final build to T-Mo, but no real proof...

denny_1986 said:
Stella obviously lied to you
G2 comes with 2.2 installed
Click to expand...
Click to collapse
Sounds like an Idea as anybody been able to get them to send you a G2 for your vibrant maybe call and complain or something.

Krzysiek_CK said:
Wrong assumptions from the first to the last sentence, literally.
Why would I give my hard earned money to the company that doesn’t care about customers?
Click to expand...
Click to collapse
okay prove them wrong, i'll gladly argue on.
You give your hard earned money to the company, because you bought the product, they didn't go "BUY THIS WE'LL GET YOU THE FROYO RIGHT AFTER YOU DO!"
They said froyo will come out soon. soon can mean a minute, a day, a decade, a century.
NO company thats big, microsoft, apple, samsung, google...
care about less than .5% of their consumers.
If somehow we managed to bring the PRESS into this and get them talking about samsung having NO customer support, then yes, we can hurt them business-wise.
but a few hundred people not buying their products won't do anything.
If you won't buy that product, someone else will.
There are 310,552,747 people in the U.S.
take out 5 million, and maybe more from that.
There's still 300Million and more people who CAN buy the product.
not to mention the whole world.
6,890,405,157 population.

… still no solution for the bootloader, what does it mean

… still no official solution for bootloader, what does it mean
Motorola promised to offer a way:
> http://www.facebook.com/note.php?note_id=495971028278
the told us we have to wait:
https://supportforums.motorola.com/thread/45249?tstart=30
Christy Wyatt (Motorola board member) talked about the advantages of android:
“I don’t envision us using Microsoft. I would never say never but it’s not something we’re entertaining now,” said Wyatt. The company proudly boasts of being 100% committed to Android and believes that Microsoft’s “closed” OS prevents them from “creating unique value”.
> http://windowsphonemix.com/tag/christy-wyatt-motorola/
good vibes on engadget (xoom):
> http://www.engadget.com/2011/02/22/motorola-bucks-its-own-trend-leaves-xoom-bootloader-unlockable/
bad vibes on xda.developers.com (atrix):
> http://www.xda-developers.com/android/update-on-the-atrix-root-signed-motorola/
but we are waiting, and I am going to be very very disappointed … maybe Motorola wants to get in another milestone chaos, like in europe
xoom bootloader: 1.6mil google entrys
> http://www.google.com/#hl=en&biw=82...oader&aq=f&aqi=g1&aql=&oq=&fp=304b8f44479ccdc
atrix bootloader: 2.2mil google entrys
> http://www.google.com/#hl=en&biw=82...tloader&aq=f&aqi=&aql=&oq=&fp=304b8f44479ccdc

So ....
Any news on this? Where is Motorola's solution?

Uuh... i think it means that the phone has been out for barely a month (which i find odd that you link to a "promise" made by Motorola back in January about a bootloader solution.... and even then they said that more details will be available when they get closer to availability. SO.... my guess is they probably don't want to talk about it right now. Like i say about a lot of things... i'd rather hear nothing at all for a while and then get a definite date, than hear something now and have it delayed and delayed.

elementaldragon said:
Uuh... i think it means that the phone has been out for barely a month (which i find odd that you link to a "promise" made by Motorola back in January about a bootloader solution.... and even then they said that more details will be available when they get closer to availability. SO.... my guess is they probably don't want to talk about it right now. Like i say about a lot of things... i'd rather hear nothing at all for a while and then get a definite date, than hear something now and have it delayed and delayed.
Click to expand...
Click to collapse
GT5?
aaaaaaaaanyways I just want to know if motorola is actually planning on doing this or if they have forgotten all intentions. Also Sony just decided to unlock the bootloaders so hopefully motorola follows them.

Add the Forbes article by Eric savitz
Sent from my MB860 using XDA Premium App

sdlopez83 said:
Add the Forbes article by Eric savitz
Sent from my MB860 using XDA Premium App
Click to expand...
Click to collapse
What does this have to do with what we are talking about?

Think he's talking about that one that's been posted in a few threads about AT&T as well as possibly other carriers shutting down both voice and data services on phones detected to be rooted/jailbroken.... which unless the person doing so is doing something like a free tethering app and seriously hogging their network, i doubt AT&T or any other carrier would touch with someone elses 30-foot pole. That is unless they want some lawsuits on their hands.
still.... rather irrelevant.

meta96 said:
… still no official solution for bootloader, what does it mean?
Christy Wyatt (Motorola board member) talked about the advantages of android:
“I don’t envision us using Microsoft. I would never say never but it’s not something we’re entertaining now,” said Wyatt. The company proudly boasts of being 100% committed to Android and believes that Microsoft’s “closed” OS prevents them from “creating unique value”.
Click to expand...
Click to collapse
I read this as "There's no way Microsoft would let us put a linux built webtop which they receive no licensing fees for on a phone alongside their WP7 OS."
Which doesn't mean they support Android being open, they just oppose paying someone for an OS. Android is just a convenient free option and locking it down costs less than developing their own proprietary OS, as well as offering a large pre-established App development base which their proprietary OS could never hope to attract. For instance Webtop apps would be sweet...but I'm not expecting any in the foreseeable future.

My (awful) experience with Sony Xperia support

Disclaimer: I'm not sure where else to put this but I wanted to warn anyone who may have to deal with them. Mods let me know if I should move this and where to.
TL;DR - They've had my phone for over 2 months now and I have no indication that I'll be getting it back.
Here's the timeline:
Sometime mid-February I have an issue with my Z3 Compact where part of my screen no longer responds to touch. May be my fault, may not, but I'm willing to pay to have it fixed if I do.
Call up Sony Xperia support, get an RMA number, and mail it in.
USPS says the phone is delivered on Feb 27.
About 2 weeks later I call them up to see what the deal is as I've received no word, they say they never received the phone.
I go to USPS to complain, they say it's been received and show me the receipt signature.
Call up Xperia support again, NOW they've found my phone, but claim it was only delivered on March 19 which I know is false.
Several calls later and last week I FINALLY get a "GOOD NEWS, we have your phone and are sending it back! We'll update you when it's sent!"
Now one week later I JUST got off the phone with them and they say the repair center is "just waiting for a FedEx tracking number to send it out."
At this point I can't even believe them - I think they lost my phone and don't want to own up to it. I have not at ANY point during this ordeal received a single update email or phone call about the status of my phone and all information I've gathered has been purely because I keep calling them up.
I like the phone but I can't bring myself to buy another Sony product after this experience.

Another pointless thread

Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.

Cheesewood said:
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
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Well it is not
Sent from my D5833

matthiastan5 said:
Well it is not
Sent from my D5833
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It is also nothing like he'd deal with in Apple land. I'd rather have repairs done at a local place at my expense than deal with that.

Cheesewood said:
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
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Sony isn't seeing this. Just saying. If you want them to notice, go to talk.sonymobile.com and post in the respective forum. THAT might work
Sent from my D5833 using XDA Free mobile app

Sadman Khan said:
Sony isn't seeing this. Just saying. If you want them to notice, go to talk.sonymobile.com and post in the respective forum. THAT might work
Sent from my D5833 using XDA Free mobile app
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Thanks, I'll give it a shot.

muzab a said:
Another pointless thread
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Why did you read it, never mind reply.
Cheesewood said:
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
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Sharing experiences may get a resolution here, but its better on Sony's support forums or better still to your local trading standards if you have one in your region.

scoobydu said:
Why did you read it, never mind reply.
Sharing experiences may get a resolution here, but its better on Sony's support forums or better still to your local trading standards if you have one in your region.
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Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony

muzab a said:
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
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The possibility of a successful way to deal with Sony support, via specific agents or dept in Sony, the chance to get some discount vouchers for other products due to their poor service.
The chance for people to tell you the more appropriate ways to get support.
My first dealing with Sony support was as frustrating as this one, but learning to deal with them and getting 50% off their great products always makes a difference to me

muzab a said:
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
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You don't have to click on the link and read any thread that is annoying to you, let alone replying to it. The only thing annoying here is there so many a-holes and blind fanboys on xda and you surely are one of them.
If he knew what EXACTLY he's going to gain by telling us he wouldn't have had told us. After all, he HAD talked to Sony many times. At least he's letting others know that Sony has terrible customer service and I can confirm that Sony does. He's also letting people awares of such dishonest company so people can learn to avoid the headache by decide whether to do business with Sony.
(the above statement does not apply to Sony fanboys)

muzab a said:
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
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It's called raising awareness, moron, and yes it is useful.

Tracy1988 said:
You don't have to click on the link and read any thread that is annoying to you, let alone replying to it. The only thing annoying here is there so many a-holes and blind fanboys on xda and you surely are one of them.
If he knew what EXACTLY he's going to gain by telling us he wouldn't have had told us. After all, he HAD talked to Sony many times. At least he's letting others know that Sony has terrible customer service and I can confirm that Sony does. He's also letting people awares of such dishonest company so people can learn to avoid the headache by decide whether to do business with Sony.
(the above statement does not apply to Sony fanboys)
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I'm a not anywhere near a fan boy
I'm just saying that if people want to make a change, go communicate with the company themselves not only are you helping yrsrlf but other people aswell, but I will put my hand up amd say I see point the previous user states
And for the one who called me a moron grow up please

I have a very bad experience with the company too. My z3c was delivered with a screen problem
(these morons didn't took the time to put protections on the box). It wasn't immediately visible but 5 days after receiving it, my screen did not refresh correctly. Definitely a hardware problem. Of course since I took very good care of it the device is absolutely scratch less.
The verdict : they don't want to take it back because my bootloader is unlocked (to install a legit sony lolipop)
Very disappointed, I know unlocking the bootloader could cancel the warrant but come on sony, this is obviously not a software problem here and I feel like a victim of a pity scam.
I bought two z1 and one z1 compact before.
Now if the clients are powerless against a big company and its army of lawyers, the best thing they can do is complain in forum.
Personally my goal is to make then loose the same amount of money I loose in this case.

Sony support for my mobiles has been the best support I have ever got from any company. The Xperia care line are call centres actually in this country and will go out of their way to help you. The repair process is fast and easy, you can even book your own phone in for repair on the xperia support site without any contact with Sony. If it has a problem not under warranty (never happened to me and I sent a phone in with custom rom once) they will offer you a quote, if you dont want to pay that you just pay £20 to cover the free post they gave to send it and them returning it if.
But this does not mean I can tell other people this is the service they will get (in spite of the fact most will get at least good service), and it is stupid for those who happen to have had bad service to state that is why people should avoid Sony or it is what they will get from Sony. And that is why these threads are pointless almost all the time, apart from the rare times we can help the person in question.

Tracy1988 said:
You don't have to click on the link and read any thread that is annoying to you, let alone replying to it. The only thing annoying here is there so many a-holes and blind fanboys on xda and you surely are one of them.
If he knew what EXACTLY he's going to gain by telling us he wouldn't have had told us. After all, he HAD talked to Sony many times. At least he's letting others know that Sony has terrible customer service and I can confirm that Sony does. He's also letting people awares of such dishonest company so people can learn to avoid the headache by decide whether to do business with Sony.
(the above statement does not apply to Sony fanboys)
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Are you capable of making/defending a point without ad hominems? Your signal to noise ratio would be greatly improved if you could respond to any criticism or contradiction like an adult would, instead of just reflexively calling everyone fanboys.
That being said, I have never felt in any way good after having delt with Sony CS. I bought my Z3C used, and the seller didn't have any way to transfer his proof of ownership to me. It came with a loose usb flap, one that I ended up having repaired at the previous owner's expense, rather than waiting the ~month it would take for it to be repaired by Sony.
My previous phone was a Z1S that I also bought used. It developed a pretty bad heat problem, with cpu temps hovering around 70* C while IDLE. That time, I would've had to have it repaired/replaced at my own expense, either by Sony or a 3rd party repair shop. This is not the way it's supposed to be.
Apple CS, for example. Their tech support CSR's are unfathomably stupid, but Apple apparently has enough money to let the 'geniuses' throw out warranty replacements like candy, which is immensely preferably to Sony's methodology.
I find it especially disconcerting that the Xperia Z line is water resistant, yet Sony reps can argue over damage being covered under warranty. If a company sells and markets water-resistant devices, it should be accountable for when that water resistance fails, even if that means accepting customer-damaged devices under warranty. What's worse is that the older Xperia Z phones don't even have a pressure sensor reading in the service menu, so you can't even know if the device is safe to take into water or not, making the water resistance moot.

Sichroteph said:
I have a very bad experience with the company too. My z3c was delivered with a screen problem
(these morons didn't took the time to put protections on the box). It wasn't immediately visible but 5 days after receiving it, my screen did not refresh correctly. Definitely a hardware problem. Of course since I took very good care of it the device is absolutely scratch less.
The verdict : they don't want to take it back because my bootloader is unlocked (to install a legit sony lolipop)
Very disappointed, I know unlocking the bootloader could cancel the warrant but come on sony, this is obviously not a software problem here and I feel like a victim of a pity scam.
I bought two z1 and one z1 compact before.
Now if the clients are powerless against a big company and its army of lawyers, the best thing they can do is complain in forum.
Personally my goal is to make then loose the same amount of money I loose in this case.
Click to expand...
Click to collapse
U do know that u effectively agreed the your warranty will be void once u unlock the bootloader on their site

That's not a very smart, or nice question. You can focus on the letter of the law and in doing so support the idea that this is an acceptable law (not necessarily applicable in my country of residence for now by the way) or alternatively if you're okay with being a statistic of profit, perhaps you can hold your tonge for those of us that would like to see this sort of thing changed.
There's a new kind of Koolaide being served. Don't drink it.

Well unlike the OP, I must say my experience with Sony Support has been great. I rang them after my Z3c suffered the sudden death bug. The tech I spoke to spent 4 hours with me on the phone trying everything possible to find a fix. Whilst he wasn't successful it wasn't from lack of trying. Wish all tech support was as helpful.

phentex said:
It's called raising awareness, moron, and yes it is useful.
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But, he is correct tho. It's awareness in the wrong place and therefore pointless. I wouldn't have wasted my time writing a topic on xda like that would've done anything. Instead i'd spent my time with sony trying to figure out what's going on, or use the buyers law. That would've been more productive. He is not giving me any awareness, i'm not worried about one sob story among the ocean of untold success stories.
Sure it sucks whenever you pick the unlucky ticket and the support is not up to par with the norm. But that's just how it is, sometimes you're just unlucky. No company has a flawless record because you have to remember that no matter how good their procedure is, it's handled by humans.
KoscheiTheDeathless said:
Apple CS, for example. Their tech support CSR's are unfathomably stupid, but Apple apparently has enough money to let the 'geniuses' throw out warranty replacements like candy, which is immensely preferably to Sony's methodology.
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That's not true, i've worked at apple and they defiantly do not throw warranty extensions around like candy. And their applecare was a joke. I spend more than enough time on the phone with "customer relations" having people denied for warranty extensions for petty reasons.