HTC

[mohankhanna]

SID Job Ref - 4137628

I am really disappointed with Vodafone support. Their "engineers" don’t even know that “moisture" cannot cause software problems in a phone...

Here is what happened. I was trying to install HTC ROM update on my HTC HD2. Somehow the phone hanged on me (bloody Windows phone) and the OS got corrupted. Now the Windows wouldn’t boot up. There is NO hardware problem, just corrupted windows 6.5. And since NO OS, I cannot restore it.

So I sent my phone to Vodafone support hopping they must be able to reload the windows OS....

But I was so wrong, so bloody wrong.... 

They send the phone back after 2 weeks saying they can’t repair the phone because the problem was caused by moisture ... WTF... Moisture has corrupted windows 6.5????? Really???

Vodafone shop staffs were able to understand that it was just an S/W corruption. But Vodafone "highly qualified" engineers couldn’t understand it.  Even a child knows that moisture can’t corrupt software. But no, not Vodafone support....

BUT this was just the start.... 

Thought I should talk to their manager who will sure understand the problem... but NO, I was wrong again.

Their manager, AMMA (not sure if it’s her real name, she wouldn’t give me her last name), at one point I thought I was talking to a recorded message as she kept going on about "moisture".

She made sure she was saying something about moisture whenever I was trying to say anything...  because she didn’t wanted to hear anything...what a lovely customer service...

So I asked her If they can stop/cancelled my contract so I can buy another phone from someone else (no Vodafone again, NEVER), they tells me Vodafone can’t do that either. I have to either finish my contact with them or pay them tariff for remaining months. 

I told them that if they want they can charge me for reloading the OS... but she tells the phone is non-repairable..... How can any support be this irresponsible, foolish and hopeless?

So Vodafone deaf ear cant listened to their customers at all.

Now, I have a Vodafone's electron brick called HTC HD2.

Is there any responsible person at all in Vodafone who listens to customer’s problem and try to help them....

[EddyOS]

Ever thought moisture might've corroded the internal memory and as such can't take anything new on board?

Anyway, go over to the XDA forums as it's unlikely you've properly bricked your phone and they'll be able to help you get back up and running

[1973keith]

"Ever thought moisture might've corroded the internal memory and as such can't take anything new on board?"

Maybe I'm missing something here, but in response to above....

NO

because it hasn't got wet!

[tinky1]

Send it direct to HTC. Just email them and they will send you a pouch.

[EddyOS]

Doesn't have to get wet to have moisture ingress - ever heard of steam or condensation?

[1973keith]

@ EddieOS

What kind of 'Level 4 mentor' are you exactly?

It seems the selection criteria is based on post count alone, and the ability to jump to conclusions and stick to them while having an excellent ability to ignore the facts.

Mohan has come here for support (at my suggestion) because he has had a poor customer experience in the shop, not sarcasm from you. You're not exactly doing much to improve his experience or our impression of Vodaphone.

Amazingly yes! I have heard of both steam AND condensation, last time i checked they were both forms of water. Therefore if the phone had come into contact with either steam or condensation it would have resulted in getting wet. which it hasn't.

If you took the time to read Mohan's initial post properly, (albeit a bit of a passionate rant ;-) ) he explained he was trying to update the ROM which resulted in an unresponsive phone.

I am reliably informed he was not performing this operation while;

Scuba diving

Taking a bath

Having a sauna

Water Skiiing

Windsurfing

or

Jet-Skiiing

He has also not just transported the phone from a fridge to perform the operation in a greenhouse.

Thanks for your suggestion about the XDA forums, we'll see if they have a better attitude to customer care over there.

[EddyOS]

I'm in no way linked to Vodafone so my views/suggestions shouldn't be linked to them.

Does your friend have the phone back in his posession? If so, check the water damage indicators. If they're red, the phone HAS got wet and as such has no warranty. If it hasn't then you're correct in saying they're talking rubbish and you should seek a second opinion

I did read the OP, I'm just trying to say that a repair shop won't just say it's water damaged for the hell of it. You need to check it out properly

[Martin]

Hi mohankhanna

Welcome to the eForum Community, it is always good to see new faces on here.

I am sorry to see that you are having issues with your handset when trying to install the HTC Rom.

During the repair process, we check the 2 indicators on the phone, to see if there has been any water damage.

If this is the case it voids the warranty on the handset. Even if the water damage is not related to the issue, the phone's warranty is void.

I understand that this is frustrating, the only thing that I can suggest now is to get a second opinion from the manufacturer as you get a warranty with them too.

Martin

eForum Team

[bertyb]

When its got to the repair centre clearly some moisture has been found, presumably from the indicators within the phone, at which stage it wouldn't be covered by a manufacturers warranty.

You can of course go to HTC for a second opinion, but in terms of customer care, it does sometime include news which isn't ideal.

Upgrade deals are available from 190 days early online so this might be an option, as would insurance if you have this.

[tinky1]

Got to step in in support of Eddy here. He is a respectable member on the number of forums with quite a knowledge of HTC devices. So he does know what he is talking about. But the main issue here is that it looks like phone has traces of water damage, hence invalid warranty. Water damage can cause some problems even months after it happened. Again, best thing for op to do is to: 1. Check water damage stickers 2. If they are ok send device to htc, even if they are not ok still speak to HTC who might agree to check the phone as op could have been very unlucky and got a drop of moisture on the sticker only. 3. If it doesn't work out head to xda developers forums where he will find a lot of helpful people, EddyOS and me included.

[1973keith]

OK, thanks all for the more helpful responses, and EddyOS you may have a lot of knowledge on HTC devices but your attitude still needs work. But if I'm honest so does mine sometimes So apologies for my tit-tat sarcasm.

At least I now know why the VF shop could have been convinced the phone had been wet, I'll ask Mohan to check his stickers and take it from there.

The fact remains it was working until he tried the ROM update, if the warranty is void because of something else then that's frustrating but understandable.

I'll let you know what happens!

Keith

[EddyOS]

I apologise if I came across as a bit off as well too

I still think XDA would be your best bet. If it is just a ROM issue they should be able to help you. I used to have an HD2 but it's been over a year since I've had it so don't know how to re-flash a ROM in a more back door method. The guys over there though should be able to direct you to a solution

[mohankhanna]

Well, the vodafone support never told me it was warranty problem.

They just kept saying that water damaged has caused the problem.

I am sure the phone was never  exposed to water. its more than a year old phone and I never had any problems with it.

Problem only started when it hanged during ROM update.

I am still sure that there is NO hardware problem with it, its just corrupted Windows.

but since the support has got this excuse now, they can charge me to reloading Windows OS?

Based on my phone conversiation yesterday, they cannot help me in any ways.

The phone is still with vodafone shop. 

Please give me some breathing space and give me an option of discounted upgrade. not one of these available on upgrade website.

Regards

[tinky1]

Again

Read my post and just follow 3 steps i gave. Before sending it to htc, pop in to xda developers hd2 forum and see if someone had that problem.

[mohankhanna]

Thanks guys (non-vodafone people) for looking into this post and trying to help.. Really appreciated.

I am sure XDA or similar forum is the way forward...

The phone is still with vodafone shop so I can't check the stickers.

Mean while, can vodafone be of Any help at all??? And suggest me some discounted upgrades?

[cjm1979]

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mohankhanna wrote:

Thanks guys (non-vodafone people) for looking into this post and trying to help.. Really appreciated.

I am sure XDA or similar forum is the way forward...

The phone is still with vodafone shop so I can't check the stickers.

Mean while, can vodafone be of Any help at all??? And suggest me some discounted upgrades?

---

 If you get it going again through Xda you could be a bit more adventurous and put Android on it. A mate of mine at work as done this on his HD2 and he says he will never put Windows back on it again because he likes it so much better than windows.

[tinky1]

And i can put all the files needed in the zip for him, as i have recently done it for a friend of mine. Highly recommend doing it.

[mohankhanna]

Thanks. But since there is no (or corrupted) OS on this phone and I can't connect to it form my PC (error 260)...

That's the reason I couldn't restore the phone.

Is it still possible to load OS with someother way please?

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[EddyOS]

You're better off asking on XDA as they'll have more knowledge then here...I'm sure it can be rescued. Here's the forum you want:

http://forum.xda-developers.com/forumdisplay.php?f=531

[tinky1]

Have you tried hard reset? It just hit me that this was initial problem and fix with my friends HD2. When you get your phone back, try that :hold hold BOTH volume buttons down while powering on then follow the on screen instructions. Be warned though this will erase all data on the device.