Linked by Thom Holwerda on Mon 8th Apr 2013 22:21 UTC
PDAs, Cellphones, Wireless The reviews are universally positive, and virtually everyone seems to agree: the HTC One is one heck of an Android device, and quite possibly the best phone currently on the market. Outstanding build quality, great design, fast - and just like the One X before it, it looks like to me it's a far better phone than its Galaxy counterparts. Why, then, is no one buying HTC phones?
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...because they know NOTHING about Android
by thavid on Tue 9th Apr 2013 11:22 UTC
thavid
Member since:
2009-06-23

Here's a copy of the e-mail I sent to my carrier after my first (and hopefully last) experience with HTC. After this I did manage to get in touch with someone at HTC support, but it was the same story over-and-over again...

::: Begin of quote :::

I've been having lots of issues with a Vodafone purchased HTC Desire S and the support that has been given to me to address the issues in question. This post will describe in detail the problem (and how to reproduce it) and my experience with the support teams that I dealt with.

I've bought a Desire S smartphone from Vodafone in late September 2011. The phone initially met all my expectations, as I "hand picked" it according to its features and my needs as a power user. About 3 months after purchase, it froze while recharging and never switched on again (which is "ok", as I do understand that electronic devices sometimes fail, and that is why the warranty is there, no question on that matter). So I sent the phone to repair via the Vodafone store on Grafton street, and one month later, went to pick it up, already repaired. This is when the problems started...

After I got home, I noticed (via a popup on the phone itself) that HTC released a new update, which besides including a newer version of Android, it also included Sense 3.0 and some other minor updates. Being this a manufacturer issued update, I went ahead and installed it. Afterwards, the phone was never the same again. It became slow, sluggish, unstable, but that was nothing compared to what was coming out next:

- The alarm stopped working
- Startup applications wouldn't start
- I couldn't connect to my office's 802.x network
- Exchange push mail having strange side-effects on my calendar events and e-mail read/unread status
- Power menu missing (i.e., phone shutdown/reboot only possible by removing the battery)

I did the obvious (OS restore) and that didn't help, besides other troubleshooting approaches. I've also realised that other people were complaining about the same issues, after this specific upgrade, in different countries as well (i.e., problem not tied with the specific Vodafone-HTC firmware images). Upon digging deeper into this, I successfully managed to find the root cause (of part) of the problem: Android's secure credentials feature. This feature got crippled after the given HTC update, as besides the fact that prior to the upgrade none of the symptoms were present, other phones/firmwares (and I've tested this) don't suffer from this problem. I've tested this myself successfully though, on other Desire S phones with the latest update (official HTC update). This is how to reproduce some of the issues:

- Go to the wireless menu and tap "Add a WiFi network"
- Enter any random SSID
- Chose "802.1x Enterprise" as security
- A popup will show up asking for a new password for the credential store. Enter something and hit ok
- Enter a random username and a random password
- Hit ok, a new bogus WiFi network got created
- Hold on the power button, tap "Reboot"
- After the phone reboots, try to hold the power button to see if the power menu shows up
- If you had an alarm set before doing this, you'll notice that the alarm icon won't popup on the notification bar (i.e., alarm not working)
- Repeat this process on another Desire S with the latest firmware to prove this theory

I've specified in detail all of the above to Fonefix, the company that does the repairs on behalf of Vodafone, upon sending the phone to repair after the update, and it appears that no one took the time to actually read my description (on the repair form, I have information that the hardware button for the power was replaced, when I specifically pointed out earlier that the issue was a firmware one, the button - hardware wise - had no issues). It seems that they just re-flash the phone, do some diagnostic tests, and nothing more.

It has been almost 3 months since I'm without the phone. I honestly lost all my faith on this manufacturer after this, and as the main features for why I chose this phone are now crippled.

Due to all of the above, and since I spent €400 buying a phone that, after a manufacturer issued update, stopped suiting my needs, I would like to get a refund of that amount to proceed with buying a new phone. I explained that on the Vodafone store (upon sending, again, the phone back to repair), and I was told that I had to talk with HTC. I spoke with HTC and they say I should talk with Vodafone. I am stuck at the moment with a worthless €400 phone, and both companies don't seem to be doing much to help me (that's the impression I'm getting, after all that happen).

Edited 2013-04-09 11:27 UTC

Reply Score: 2