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Had a chat with a HTC rep on live chat

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So I was talking to a HTC rep about some issues the HTC Sensation had, as well as the bootloader issue.

Here's the chat log:

Please wait while we find an agent to assist you...
You are currently at position number 2 in the queue.
You have been connected to Ryan.
Ryan: Hi Phil, thank you for contacting HTC Support. How may I help you today?
Phil Oakley: Hello
Phil Oakley: I quite recently bought a HTC Sensation, on Saturday in fact
Phil Oakley: I've learnt that some units (not mine...yet) have been developing issues with the touchscreen
Phil Oakley: There's a video about it:
Ryan: let me have a look at this now for you,
Phil Oakley: Could you say if this a software or hardware issue?
Phil Oakley: Thanks
Ryan: ok after looking at this it may be a software fault however I cannot confirm as the device would have to under go a diagnostic to find the source of the issue
Phil Oakley: OK, thanks
Phil Oakley: If it's a hardware fault, would HTC take the phones affected and repair them under warranty?
Phil Oakley: Or issue new ones if the phones can't be repaired
Ryan: yes we would repair the fault for both
Phil Oakley: OK
Phil Oakley: So if it's a software fault, like you suspect, would an OTA update be issued?
Ryan: that could be a fix correct
Ryan: however it may be a hardware fault and the screen and main board would be replaced
Phil Oakley: Indeed
Phil Oakley: One last question not to do with this: HTC recently announced that bootloaders on future devices will be unlocked
Phil Oakley: Will the Sensation's bootloader be unlocked, either via OTA or other means?
Ryan: this is still a subject that has not been finalised we are awaiting confirmation and processes to explain to the customers
Phil Oakley: OK. Do you know when it will be finalised? It'd be great if the Sensation bootloader was unlocked!
Ryan: unfortunately we have no information for this as of yet
Phil Oakley: Ok, thanks
Ryan: Is there anything else I can help you with today?
Phil Oakley: This is very helpful information
Phil Oakley: No, there's nothing
Phil Oakley: Have a great afternoon/evening!
Ryan: Thank you for contacting us, I hope you have a great day
Phil Oakley:

I think we all hope the touchscreen issue is a software problem and can be fixed by an OTA update
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6th June 2011, 06:49 PM |#2  
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6th June 2011, 08:09 PM |#3  
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Thanks for linking to my video, and I do hope that it is something that can be fixed by an OTA.
6th June 2011, 08:40 PM |#4  
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Originally Posted by bcpk

Thanks for linking to my video, and I do hope that it is something that can be fixed by an OTA.

No problem! I hope so too
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