my experience with HTC support

[anonimo]

Disaster!!!
I sent them a mail regarding the "jointstereo" default value for the A2DP profile (you can find the details in another thread). I specified all details of the problem.

reply 1: can you please tell which headset you are using (I had already told them)

reply 2: There is no reason why your mobilephone doesn't work with the A2DP headset. It is possible that the headset is faulty. Can you please try with other headsets (I had already written that I had tried more than one and it was a problem with stereo output not with the headset not working)

reply 3: they reply in Italian (because of my name - I had always used English so far) that the SE HBH-DS970 is not compatible and the SE website does not report the HTC P3600 as compatible. I write back in ENGLISH that it is not a matter of compatibility but a matter of a registry setting and I point them to this forum so that they can see there is a solution.

reply 4: "I am sorry but we can only offer email support in English." The only person using Italian in previous messages was someone from HTC support! I write back "I have always written in English. You should really put your act together"

reply 5: the registry modification described in the forum is against warranty terms and will void your warranty. (!!!) I wrote back asking what the supported way is to have stereo output without voiding the warranty.... waiting for reply 6....

This is ridiculous!

Update: maybe this is reply 6....
The following message to <[email protected]> was undeliverable.
The reason for the problem:
5.4.7 - Delivery expired (message too old) 'timeout'

 

[neofix]

Talk about BAD support! Feel with you man! But I must admit this is the first time I hear about HTC' support beeing this bad... I know they can be slow, and somewhat "unclear" on the replies(i.e. the GPS questions), but this was just plain old bad support....

Hope HTC reads this and apologizes...

 

[anonimo]

Talk about BAD support! Feel with you man! But I must admit this is the first time I hear about HTC' support beeing this bad... I know they can be slow, and somewhat "unclear" on the replies(i.e. the GPS questions), but this was just plain old bad support....

Hope HTC reads this and apologizes...

Well I could also mention that when you send a message you receive the same reply twice from two different addresses (one is the generic customer support address and one is a person - who keeps changing at every reply) and if you reply back to both addresses then your problem becomes two problems and you start getting different answers from different people. Or the fact that every time they forward the problem internally the ProblemID field gets changed so everything becomes a total mess.

I deleted the first few messages but these are the subjects for the last 6 I have received:

Problem ID 061206em09545176
Problem ID 061203EM16144174
Your call ref : 061203EM16144174
Problem ID 061207EM16535631
Problem ID 061207EM16535686
Delivery Status Notification (Failure)

I just hope this device works the way it should otherwise it's going to be big trouble!

 

[Lucas0511]

No surprise, that happens when HTC outsources support, and does not provide proper training to the callcenters... HTC fans could explain this with their rapid growth, and lots of fires to put out on the way, but since they are also reporting double digit profit increases every year, they should spend on proper support, in house. HTC´s center for Europe is in Britain, and even a customer from there is not serviced right. What can other countries expect, that do not even have a service center?

Until recently it was easy for HTC - "just call your operator", but now it´s their turn...

 

[anonimo]

latest reply without additional comments:

Problem ID 061207EM16535686

>So what is the approved solution to fix this problem?

There's no approved official solution!
If Microsoft creates a protocol with your SonyEricsson stereo BT headset settings then the A2DP fuctunality will stop working on other BT stereo headsets with the standard configuration.
It's sounds a dilema but at least you know that following the instructions on the XDA forum the problem is sorted and probably is what you need to do to overcome this problem.
Another idea is to contact SonyEricsson and check for updates.

 

[rmorrison100]

I think it's already fixed now.