07-06-2012 04:35 PM
Ok so here goes - venting some fustration
Fault 1 - Phone over heats or gets very hot when used for more than 5 minutes. The phone doesn't heat up in the battery area but in the area where the main circuit boards are. I have tried using a different battery but this hasn't changed it at all.
Fault 2 - Phone will randomly turn off - won't know until I go to look at my phone and it isn't on.
Fault 3 - Phone is very slow to respond some times - No it isn't full of lots of stupid apps - I run Twitter and Facebook only on it.
Fault 4 - Side volume keys have come out - while the back was on my phone and were lost somewhere - Vodafone want £100 to replace them.
Fault 5 - Lock button on top of the phone sticks - and when you go to press the home button you find yourself taking screen shots and have to keep pressing the lock puttng to get it to unstick.
Fault 6 - Signal - I run 2 phones, 1 work 1 personal, both HTC handsets both on Vodaphone - New sensation can be showing no signal while the HTC Touch Pro2 shows a full signal - both sat on a desk.
Now this is where is gets me - the phone is 10 months old, Vodaphone want me to send it to them for repair (HTC direct are the same) phone away for 5-7 days from sending with no replacment. I also have to try and back my phone up but as HTC Sync isn't supported for Apple Mac I have to do this a very long winded way.
So I ask the question - how many people have had the same faults as the above - what did you do about it? With the phone still under the 12 months can I go in to the same store I got it from and ask them to replace for same or another handset - I am even willing to pay extra to move away from HTC.
Any help would be greatly appreciated,
10-06-2012 01:29 PM - edited 10-06-2012 01:29 PM
You don’t need to worry about venting as that is what we are here for, well that and to answer customer’s queries.
To be honest there is a couple of the faults that could be linked including battery life, the device getting hot and even some latency.
However before we can do anything you will need to send the phone away for a free of charge warranty repair so that our engineers can look at repairing the device in the first instance.
If this still happens after the repair please let us know so we can look at this in more details for you.
If you have any comments regarding how I have handled your query today, please complete our short feedback survey.
11-06-2012 10:46 AM
12-06-2012 06:10 PM
I can understand your concern about being without your phone.
As you are within warranty, we do cover the repair of the phone. Outside of a warranty, this would be chargeable. I'm afraid the warranty doesn't allow you to have the phone exchanged for a new one.
The insurance you pay for covers you for loss, theft or accidental damage to the phone, which wouldn't be covered under your warranty.
Having insurance with us also means that, should you arrange your repair through your local store, you'll be entitled to a loan phone (subject to availability). So you won't be phoneless while we fix it.
13-06-2012 09:33 AM - edited 13-06-2012 09:34 AM
You can access email from a PC and get your calls diverted to a landline while the phone is being repaired...
As for using an Apple - get a Windows PC as bar Apple themselves there aren't a lot of phone manufacturers that support Macs
ROM: 3.14.401.31 (JRO03C)
HBOOT: 1.39.0000 | Recovery: Stock
Radio: 5.1204.162.29 | Kernel: Stock
23-06-2012 07:59 AM
My main point is I have a phone less than 12 months old with the common faults people report and all Vodafone are
Willing to do is send it for a repair- the phone isn't fit for purpose it is as simple as that.
The being with out a phone is difficult when you spend most days in a car, try doing 60,000 miles a year while diverting
You phone to a land line and accessing your emails from random PC's you find!
24-06-2012 10:38 AM
I understand that this is difficult due to your personal circumstances however we are very restricted to what we can do due to our own company policy.
When it comes to a fault with the phone we do offer a free warranty repair service so that you don’t need to go through the manufacture directly who also wouldn’t give you a phone to use whilst your phone is in for repair.
As mentioned above, as you have insurance on the account you would be able to get a loan phone to use and the store would be able to transfer all of your data from your faulty phone to the loan phone using the RED Box service that we offer.
As with any electrical equipment faults can appear which is why a warranty period is offered and we must follow the guidelines of the company and the manufacturer when it comes to a faulty phone.
Also if it was that we replaced the phone it would mean that we would then have to pay for another phone for you (£400 - £500) with no way of recouping this cost as we would not be able to see your old phone once it was repaired.
26-06-2012 02:56 PM
Actually, I've had the same problem for some time now, with the HTC going into a situation where it repeatedly crashes. I've found that if I remove the battery for a short while and then pop it back in this SOMWETIMES helps. I occassionally have to do this a few times. The phone is then fine for a day or two and then drops into the same problem.
I've had a look through other forums. There are HUNDREDS of people reporting this problem. I DOn NOT believe that neither vodfone or HTC are unaware of a general issue here. It takes litterally two means to find loads of reports of this problem on google and I'd like to see Vodafone taking a more proactive approach than just 'send your phone in for a repair' That is not good service. (I am in the IT business. I understand good, professional customer services)
So, come on Vodafone, lets see something proactive here. Contact your supplier, HTC and get us some better advice here. It really doesn't take a genius to realise there is a generic problem here and some better advice would be appreciated.
28-06-2012 09:11 AM
Unfortunately unless it is recognised by HTC as a major fault then we are only able to go through the normal warranty repair process as we would have no way to recoup the cost of exchanging each phone to a new one, especially as the normal price for a good phone these days is always around the £500 mark.
As this issue would be covered under warranty then a free of charge repair would be your first step in getting this resolved which can be arranged through us or through HTC directly.
12-07-2012 09:30 AM
HTC don't want to say it is a factory fault as there would be too many returns. A normal warranty repair is the only way that you can handle it - that is fine but the service offered by Vodafone - i.e send it to us you can use one of our phones isn't communicated very clearly (i.e. you telephone support says you can but the stores know nothing about this!!!)
An exhange of the phone if still in warranty would be better - please don't think that your customers don't know that the phones do not cost you £500 - yes they cost us the consumer that much but as you are buying in quantities larger than 1 you will have different pricing - please don't think I don't know - I know the prices 20/20 logistics were paying for handsets 12 months ago!
Can you please clarify the following:
1,If I want a warranty repair on my phone and have your insurance then Vodafone are able to offer a phone while mine is away for fixing.
2. If I get the phone back and the same faults are still happening am I then able to ask for a different phone as the one I have is not fit for purpose and should therefore never have been sold to me?
Can you please clarify this so I can get my phone sorted out as soon as possible, I am trying to run my work and charity full time and need this phone to actually do what I was told it should do.
13-07-2012 11:09 AM
To address your questions first:
1) We can offer you a loan phone (stock willing) via any of our stores when you send you phone in for repair. This service is exclusively for customers with insurance on their account. Those without insurance will still have access tot he service they pay for via the SIM card which doesn't need sending away.
2) We are unable to swap the phone for a different make or model as this isn't covered in the manufacturers' warranty. If the repaired device develops another fault, we will repair it indefinitely within the warranty period. Contrary to popular belief on the eForum, there is no '3 strikes' system in place.
While we may not pay retail price for the handsets, they are still very valuable devices and are certainly not cheap for us to swap out. A standard repair alone costs around £70 each time one is booked to cover servicing, courier fees and for the staff who handle the repair each step of the way from the call centre/store right through to the repair bench. We offer this complimentary service where some other networks will ask you to approach the manufacturer directly instead.
14-07-2012 05:10 PM
The joys of Mac... I had a similar situation but I had bought MyBackup Pro from the App Store and that does the job (along with Titanium Backup Pro, however that is for rooted devices). There is a free version of MyBackup if you want to use it which will do the job as well.
Failing that, I have found a HTC Sync version for the Mac. There was a beta version released a while back but this one is from an XDA user who has uploaded the dmg file from his HTC Sensation XL. Thesedays companies pre-load their SDCards with the sync software but really ti should be available on their website more clearly... I have re-hosted it for you and anyone else who needs it.
HTC Sync 3.0 for Mac OSX - http://bit.ly/HTCSyncMac
NOTE: it has been uploaded to multiple mirrors to keep the file alive. Be sure to click on the right download link and not the annoying pop up adverts.
I can confirm that it works with my own HTC Sensation.
Hope that helps! ^_^
Mobile: Samsung Galaxy S3
If I have helped you in any way then please click on the star on the left ^_^ Thank you!
16-07-2012 02:19 PM
I also have the HTC Senstation and agree with everything you have posted on this thread.
I as well have been having overheating issues, problems with the phones performance. and the phone switching itself on and off multiple times.
This has happened to me 3 times so far with the result being that i have received a 4th phone today from vodafones repair center. I have just sent a complaints message to vodafone as I did request an alternative phone from the Sensation as the reliability is awful and the phone is sometimes unusable.
I am concerned that this fault is going to continue to happen with this next phone and with my contract about to hit the one year mark in October will vodafone continue to replace this phone after the warranty has expired?
As for HTC, I contacted them with this issue, and their useful recommendation was to "stop using the phone" as the device was getting to temperatures of excess of 60°C. Helpful!
I am curious as to how much vodafone has paid for just my phone to be repaired and how much it is prepared to spend to continue to replace my phone that appears to not be fit for use.
If people have had any luck with changing the device that is not suitable then I would be interested in hearing from you.
18-07-2012 10:53 AM
Thanks for sharing. The ballpark figure to arrange and deliver a repair is circa £70 on average. Vodafone claim these costs back from the manufacturer themselves and most other networks would refer you to HTC directly instead of doing the repairs in house. If you'd prefer to approach HTC about an alternative handset, this is something you can take up with them. Your handset warranty is for 24 months, so unlike iPhones you'll be covered for repairs for the full 2 years.
If you'd like to discuss ways of getting another phone away from the manufacturers warranty, you're welcome to email my team directly to talk about options using the instructions I've sent via Private Message.