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Written on August 27, 2010, and categorized as Secret and Invisible.
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The following is an unedited thread. It’s a series of technical support enquiries and responses relating to my humble but decent HTC Hero, purchased November 2009 and as of this moment, still running Android 1.5. There are some things that a new Android OS will provide – memory management, for example – which are more than sensible, and apps which I would like to install, but which won’t run on this now very out-of-date system. We won’t get Android 2.2, but you know, 2.1 would do.

I bought my unbranded Hero from Carphone Warehouse. I paid for it, it’s not tied to a contract. You’d think that it would be relatively simple to work through the tech support and get an OS upgrade, because after all, I’m not waiting for network-specific changes in the OS.

But, no. Despite being given HTC’s reassurances “expect” the two updates necessary to update the OS to Android 2.1 “with in the next 7 days” on 3rd July, it’s 27th August now, and I’m still waiting.

The tech support I’ve had is worthy of an episode of IT Crowd. I have been advised to reset the phone (done: FAILED) to move the date forward one month (done: FAILED).

Eventually I worked out that in order to recieve the OS upgrade, I first need to receive another update, which I cannot trigger, because the OS I have (1.5) does not have the necessary mechanism to do that.

It’s a classic Catch 22 situation, and a deeply frustrating experience – “This option becomes available after the first update as this is what the first update does” being the Heller-esque line that says it all.

HTC have, like so many manufacturers before them, clearly have no methodology in place to keep loyal customers. They  run tech support just to look good, not to solve problems. They also have no idea how badly this issue is playing – word of mouth is ruining their reputation, where they compete with many other manufacturers of Android phones including Sony Ericsson, Samsung, Motorola.

If you’re considering purchasing one of the newer HTC phones, or indeed any Android phone, take note.

View Replied

Ticket Number : 10GBCW27ENA001903

Replier Action Comments EnglishComments ReplyTime Attached
  Close System auto close System auto close 2010/08/26 01:01:57  
Philip
[UK – Ireland Support (Tech)]		 Close Pending Thank you for your feedback which i have passed to our development team to review. Thank you for your feedback which i have passed to our development team to review. 2010/08/10 12:34:33  
Dean Whitbread Reply I’m completely unimpressed with HTC’s support of this device. I’ve been waiting since June for this update – http://www.htcheroblog.com/2010/06/25/%E2%80%9Csecond-package%E2%80%9D-of-and…. I would not have bought the phone if I had known how long the wait was going to be. I feel so ripped off that I’ve been advising people not to purchase HTC products on the basis of my experience. Buying the phone directly from Carphone Warehouse, i.e. not tied to a network was a vote of confidence in the company which I shall not be repeating. This is the worst kind of word-of-mouth reputation and HTC only has itself to blame.   2010/08/10 11:17:51  
Philip
[UK – Ireland Support (Tech)]		 Close Pending At the moment we are still rolling out the updates so we would advise you wait for the update to come through, Please make sure you have an active internet connection. We are unable to comment on when each device will receive updates. At the moment we are still rolling out the updates so we would advise you wait for the update to come through, Please make sure you have an active internet connection. We are unable to comment on when each device will receive updates. 2010/08/10 10:51:39  
Dean Whitbread Reply “This option becomes available after the first update as this is what the first update does.” So I trigger the update using the update which contains the trigger mechanism. Except, without the update, no update. Thanks, HTC, that’s crystal clear.   2010/08/07 16:11:30  
Dean Whitbread Reply Hi. I’ve done the date forward thing, I’ve done the reset. No system update. From what you’ve told me, and as I have read, an update is necessary to trigger a further update. The flaw in the plan is that there is no way to trigger any update until the first update. Therefore, I am getting no update. I am stuck with a phone which has an out-of-date OS, months after it was supposed to be updated. I will return this phone to the retailer unless you can give me a genuine, hassle-free and swift resolution to this seemingly unsolveable problem. Dean.   2010/08/03 12:37:18  
Dean Whitbread Reply “This option becomes available after the first update as this is what the first update does.” – you wrote. Then, exactly HOW am I supposed to trigger this first update???? Because it’s not triggering itself! Dean.   2010/08/02 18:26:14  
Terry
[UK – Ireland Support (Tech)]		 Close Pending Thank you for contacting us.

In regards to about phone

I can help you with that.

This option becomes available after the first update as this is what the first update does.

Thank you for contacting HTC.

 Thank you for contacting us.

In regards to about phone

I can help you with that.

This option becomes available after the first update as this is what the first update does.

Thank you for contacting HTC.

 2010/08/02 16:52:49  
Dean Whitbread Reply “however in about phone you will have a option to search for update” – I’ve read this, but I really don’t have that option on my phone, either on About Phone or anywhere else… Dean.   2010/08/02 15:58:22  
Terry
[UK – Ireland Support (Tech)]		 Close Pending Thank you for contacting us.

In regards to update

I can help you with that.

The first update will be 1.5 however in about phone you will have a option to search for updates. The 2nd update will then take it to 2.1

Thank you for contacting HTC.

 Thank you for contacting us.

In regards to update

I can help you with that.

The first update will be 1.5 however in about phone you will have a option to search for updates. The 2nd update will then take it to 2.1

Thank you for contacting HTC.

 2010/08/02 14:43:35  
Dean Whitbread Reply Hi again Terry, OK – I will move the date forward and reboot the phone. In “About Phone” software version is 1.0.0.A6288 firmware is 1.5 – What build am I looking to receive, and how will I recognise this update? Thanks, Dean.   2010/08/02 11:48:07  
Terry
[UK – Ireland Support (Tech)]		 Close Pending Thank you for contacting us.

In regards to update

I can help you with that.

We can try and force this update to your phone, this can be done in 2 ways

1. move the date of the phone forward about a month.
2. hard reset the phone

If after doing bot of these the update has not been received please reply to this mail.

Thank you for contacting HTC.

 Thank you for contacting us.

In regards to update

I can help you with that.

We can try and force this update to your phone, this can be done in 2 ways

1. move the date of the phone forward about a month.
2. hard reset the phone

If after doing bot of these the update has not been received please reply to this mail.

Thank you for contacting HTC.

 2010/08/02 11:17:50  
Dean Whitbread Reply Hi Terry,

No my phone has still not been updated.

Dean.

You wrote:

Dear Dean Whitbread,

Thank you for contacting us. In regards to update I can help you with that. I have just been passed this email, has your phone been updated yet? Thank you for contacting HTC.

To send a reply to this message or let me know I have successfully answered your question log in to our <http://contactus.europe.htc.com/wFrmMailLogin.aspx>ContactUs site using your email address and your ticket number 10GBCW27ENA001903.

Sincerely,

Terry

HTC

   2010/08/02 11:00:23  
Terry
[UK – Ireland Support (Tech)]		 Close Pending Thank you for contacting us.

In regards to update

I can help you with that.

I have just been passed this email, has your phone been updated yet?

Thank you for contacting HTC.

 Thank you for contacting us.

In regards to update

I can help you with that.

I have just been passed this email, has your phone been updated yet?

Thank you for contacting HTC.

 2010/08/02 10:01:38  
Dean Whitbread Reply “We can not give a time that your IMEI number would get the update but expect it with in the next 7 days (if non branded)”

– wrote Gary, 3rd July 2010.

It’s now 16th July and no system update.

This update to Android should have happened months ago. After spending £400 in November 2009, I am left with an out-dated phone.

This is not satisfactory. I am seriously considering returning my Hero to Carphone Warehouse for a replacement.

Dean.

   2010/07/16 08:39:24  
Gary
[UK – Ireland Support (Tech)]		 Close Pending Hello
Unbranded handsets will get a unbranded update, the sim card that is in the phone bears no relation to the update thats sent out (unless you buy a Google Nexus One). plus your right it will be sent out by HTC OTA.
hope this helps
Gary		 Hello
Unbranded handsets will get a unbranded update, the sim card that is in the phone bears no relation to the update thats sent out (unless you buy a Google Nexus One). plus your right it will be sent out by HTC OTA.
hope this helps
Gary		 2010/07/04 12:56:33  
Dean Whitbread Reply Thanks for the email. As I bought an unbranded, unlocked phone, I need to make sure I don’t get a carrier-specific ROM upgrade, with the 2.1 upgrade, don’t i? so, will my update come from HTC OTA?

Thanks for the clarification.

Dean.

   2010/07/03 21:58:19  
Gary
[UK – Ireland Support (Tech)]		 Close Pending Hello
You android handset will soon be getting the 2.1 update (its being rolled out as we speak but there will be a delay for branded handsets like orange, t-mobile, Vodafone while they lock the rom to there network). this is being done OTA (over the air) so you should get a message stating there is a update for your phone. This is being rolled out in stages so that not everyone tries to download from our server at the same time.
We can not give a time that your IMEI number would get the update but expect it with in the next 7 days (if non branded)

The update can not be forced down im sorry to day.

Best Regards
Gary

 Hello
You android handset will soon be getting the 2.1 update (its being rolled out as we speak but there will be a delay for branded handsets like orange, t-mobile, Vodafone while they lock the rom to there network). this is being done OTA (over the air) so you should get a message stating there is a update for your phone. This is being rolled out in stages so that not everyone tries to download from our server at the same time.
We can not give a time that your IMEI number would get the update but expect it with in the next 7 days (if non branded)

The update can not be forced down im sorry to day.

Best Regards
Gary

 2010/07/03 15:08:00  

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