HTC

[gunhed]

After waisting a whole morning trying to get help logging into this website to report a faulty phone.  Im am now very annoyed and not a happy camper!

Anyway since i got this htc sensation ive had nothing but problems with the touch screem not working correctly.  It has now decided to go bat***t on me and whenever i turn the phone on, within 30 seconds it will start randomly opening up apps, sending junk text messages and dialing people randomly.  I think its safe to say the touch screen is a bit faulty.  Having already got another 2 of these phones at home( repaired twice each by htc who are eventually gonna replace phones seemingly) i would rather not get this phone repaired but replaced alltogether as its clearly not fit for purpose. Failing that an address to send you the phone back to so i can cancell this contract

[Wayne]

Hi gunhed and welcome to the eForum

Thanks for your post here. I’m sorry to hear about the problems you are having with this. I appreciate how frustrating having multiple issues must be for you.

I have personally not seen any other reports of issues such as this so I don’t think that this is a generic issue. I think you have simply been extremely unlucky. A screen fault is not something that is usually caused by the firmware on the device and is more likely some hardware failing that would need to be repaired.

To find out what you need to do in order to get this sorted take a look at our Vodafone Repairs Thread. This can be found here.

Unless you are within the first 7 days of your contract with us we wouldn’t be able to cancel your contract.

Please let us know how you get on with your repair.

Thanks

Wayne

[gunhed]

well after six and a half hours trying to get something done, that was a joke in itself.  i was eventually talked into sending phone back for repair, which im less than happy about.  Still havent got the pre paid packaging, that was promised.  If it doesnt come tomorrow i will be cancelling the contract,  or at least the direct debit!  seeing as i cant return the phone to you, i will instead send you a google map(with co-ords) of where the phone landed after i hurled it thru the window.

Nice to see after 4 years vodafone customer services has not improved!  This was a mistake coming back.

[gunhed]

yes and if you really havent heard of any problems with sensation, i suggest you google it!  Im retrospect i wish i had now

[EddyOS]

I know it doesn't help but I had no issues at all when I had my Sensation (bar the mainboard blowing but that was replaced under warranty within 3 days by HTC). This was with the ICS build as well

[gunhed]

STill nothing from vodafone.  However having googled same problem again i find this thread on xda:

http://forum.xda-developers.com/showthread.php?t=1239238&highlight=screen+problem

THis is exactly what happens to my phone and also after so long it starts goning crazy and trying to open up all apps, randomly dialing people etc etc.  You take the battery out for a day or 2 and problem goes away only to come back between 3-14 days time.  IStarted doing this the first week i had it. 

In response to previous post it did with android version that came with the phone and with the update to ics.

Phoned up within that week and asked if i could have a different handset and was told they would only repair it, only later did i realise that this was the incorrect information.  Which is why im so annoyed

Phone has never been dropped, though i did sneeze a few times when holding the phone, this seemingly also causes it!  Have got the original battery as well

SO will be buying a compatable charger (not an HTC one) and trying the tinfoil fix(without the superglue for the mo) to see if this works.  If this does work would i be entitled to a replacement or just a repair? as  i would describe this as a design flaw and not a fault.

[gunhed]

Sent phone away eventually. Got it back yesterday and its already displaying the same faults as its had before and ive only had it back 24 hours.  Lock screen takes multiple swipes to unlock, when sending a text anything down the middle of screen is difficult/impossible to hit correctly(this is solved by turning it landscape style).  Yes its calibrated correctly. 

I did tell them it was a fault that seems intermitent and gradually gets worse over time until the phone goes crazy and starts opening apps itself and touch screen becomes unresponsive. But was assured they would be abl;e to find fault as the engineers were very good (even though paperwork said if it was an intermittent fault they would be unlikely to be able to fix this),   Take the battery out for a day, its fine for a day or two then this issue comes back.  They even managed to record wrong fault on the paperwork i got with return packaging, the description was an overly sensitive touchscreen, when in actual fact it is the complete opposite of that!

So am again stuck with a faulty phone that seemingly not even HTC are able to repair!  I guess its another pointless call to customer services where there gonna tell me to send phone back in for repair, which will leave me paying for something i cant use for a another week and a half.

[gunhed]

And another hour wasted trying to get this issue resolved, only to be told to send it ton repairs centre who dont have the phone long enough to detect the fault.

Sunil: Hello, you're chatting with Sunil, one of Vodafone's online sales specialists.  May I take your name please?
You: robert houston
Sunil: Hi Good Morning Robert!
Sunil: How are you doing today?
You: slightly annoyed with vodaphone ty
Sunil: I will be more than happy to assist you in best possible way.
Sunil: May I know your query?
You: a fault with a handset which never gets repaired
Sunil: I sincerely apologies for the inconvenience caused to you.
Sunil: Are you currently on a contract or pay as you go with us?
You: contract
You: since april
Sunil: Thank you for being a valued Vodafone customer!
You: phone went fault within the first week
Sunil: Actually, I am from sales team and will not have access to existing customer's account details; however, I will quickly connect you to our online customer services team who will assist you further.
You: ok
Sunil: Before I transfer
Sunil: Just to inform we have some great offers on the new sim only contract just £10.50/month the lowest ever ones  for limited period and an special iPad 2 deal without any upfront cost on contract, would you be interested for getting further details on this ?
You: not in the slightest
Sunil: No worries
Sunil: Please stay online while I transfer this chat to our customer services  team as this may take few minutes.
You: ok
info: Please wait while I transfer the chat to the appropriate group.
info: You are now connected with Brijesh.
Brijesh: Hello, you're chatting with Brijesh, one of Vodafone's online customer service specialists.  May I take your full name and mobile number please?
You: robert houston
Brijesh: Hello Robert. How are you?  
You:
You: im fine if somewhat annoyed
Brijesh: I am sorry to hear that. may I know the query please?
You: just got my phone back from repair centre and within 24 hours its started to display the exact same faults again
Brijesh: I am sorry to hear that. What do you see on the screen?
You: ok the fault is intermittent and gradual. starts off by being increasingly difficult to unlock the screen, then all keys down middle of on screen keyboard will become difficult/impossible to type(solved by turning it landscape style) and yes it has been calibarted. Eventually the touch screen will become unresponsive and the phone will start opening apps of its on accord and wont stop till the battery is taken out. Take out the battery fora day or 2 problems go away and then gradually come back
Brijesh: May I know what handset are you using?
You: htc sensation, though not using that just now
You: as ive had to buy another phone
Brijesh: Since when are you facing this issue?
You: since the first week ive got it, tryed return handset after 5 days only to be told i couldnt, which turned out to be false. got told to return it to htc, which i did and they couldnt find fault with it and returned it once to vodaphone
Brijesh: I will need to verify you to check that.
Brijesh: For verification purposes may I please take the date of birth, first line of address along with the post code?
You:
Brijesh: thank you for the verification. Please stay connected while I check the account.
Brijesh: Thank you for your patience. The best that we can do is book the handset for repairs.
You: ok but your engineers have already said that if its a intermittent fault they will be unlikely to be able to fix this
Brijesh: The repairs team will need to check that and they can give the options on that.
You: they dont have to give me there opions, i have that in writing from them
Brijesh: What did the repairs team write to you?
You: its was in the paperwork that i recived for them under the line 'items we will be unable to repair' which said intermittent faults
Brijesh: So did you ask you to pay for the charges>
You: ?
You: what charges?
Brijesh: It is the only repairs team who can repair the handset or give you the options. You can either book the handset for repairs here or go into a store.
You: ok but whats the point if the repairs team are telling they are unable to fix intermittent faults
You: and the fault i have with phone is intermittent and gradually gets worse over a number of weeks
Brijesh: If they can fix it they will give you the options.
You: lol so your saying i have to send it in to be repair, whilst the repair team are telling me they are unable to fix intermittent faults. doesnt that strike you as all a bit futile?
Brijesh: The repairs team are the ones who provide the options if they cant fix the fault.
You: the reason they cant find the fault is cause its an itermittent one
Brijesh: Still that is the team that can give you the options.
You: ajnd the paperwork i recieve from them tells me this in b&w
You: so you lot tell me one thing and the repairs team tells me another
Brijesh: If they cant fix the fault they will give you the options then.
You: no
You: what they will tell like they did this time is no fault found if fault is intermittent we are unlikely to be able to repair this
Brijesh: If they cant fix the fault they will give you the options then.
You: they cant fix the fault as they dont have the phone long enough to see it
You: so they find no fault
Brijesh: If they cant find a fault then then you can get it fixed from outside.
You: ?
You: what you mean by htc?
Brijesh: You can get it repaired from HTC then.
You: done that already
You: this is really pointless, im paying fdor something thast i cant use and am gettimg no further forward witth this
You: the handset is faulty, yet 3 supposed repairs later its not even been fixed
You: as no one keeps the phone lonmg enough to discover the fault
You: think id have more success with this issue by banging my head off a brick wall. thanks for your lack of help this morning
Brijesh: You are welcome.
Brijesh: Is there anything else I can do for you today?
You:i doubt it

[tinky1]

Hello mate.

Advise, give up with trying to get HTC to fix it. I was the one who started initial thread on this problem. http://forum.xda-developers.com/showthread.php?t=1129272 and know a fair bit about this issue.

Thing is, once it stays shut down for a bit till it gets to repair centre, problem is normally gone, so they don't see it and can't replicate it in short amount of time they have to do the test. So it's not really their fault they can't do anything about it.

Read very carefully the thread you linked, it's got the only workaround we've managed to find. Pulling the pin out helps the problem A LOT. But, it doesn't fix it immediately, it just prevents it from happening. Follow these steps to get rid of the problem (what we think is build up of static), and pulling pin out should help to prevent it from happening afterwards.

1.Shut down phone and pull battery out for at least an hour (i recommend overnight). Press power button as to turn phone on, which in theory should discharge all the left over current in the hardware.
2.Letting battery discharge till phone turns off,put on charge and don't touch it till it's full. Do few cycles like that. The NOT TOUCHING the phone while chargins is the most important bit.

Also, try using different charger.

[gunhed]

ty for the reply

yeah i know the workaround for this but tbh i dont find this an acceptable solution for what is a faulty phone, espcially as its still under warrant and any work i do on the phone myself will void this warranty will it not?. 

I tried to explain this to both advisors and tech team of all whom epically ignored what i was telling them.  Clearly the phone is not fit for purpose.

So im gonna get stuck  in a cycle of constantly returning phone for repair, only to have it sent back to me with no fault found.  Sorry but thats not really an acceptable situation.

[Simon]

Hi gunhed

Thanks for your updates. I think we'll have to take a look at the repair notes and diagnosis and take it from there. Once we've checked this out we'll be able to run through alternative options available to you.

For this we'll require access to your account so I've sent a private message with details of how to contact us directly. You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[gunhed]

Ty for reply, but no private message and pm's have always been ticked.

[Simon]

Hi gunhed

I've reset the preferences for you and resent the PM. If you still don't receive it please let me know.

Thanks

Simon

[gunhed]

Been away for a 5 days, Got the message thanks but ive solved the problem.  Sold the phone for spares or repair on ebay, managed to get £190 quid for it  even after id clearly stated what the problem with phone was. 

Still deeply unhappy about this whoile issue and even worse ive still got most of my contract left, doh.  Oh well an expensive leason learned i think and i WONT be staying with vodafone when contract eventually expires.