HTC Desire Rebooting Issue

rab_mca

SO I have had the rebooting issue too, it started with GPS then got worse and the phone became pretty much unusable so I returned it to HTC in May. So far HTC have:

1. Sent back the same phone - not fixed and missing back cover and battery - I returned the phone again.

2. Returned the same phone to me a second time - unfixed.

3. Sent me a refurbed phone and replaced the missing parts plus some free accessories for the inconvenience. This phone lasted 3 weeks before rebooting started again.

4. Sent me a second refurb - This lasted 2 hours before rebooting and freezing on boot screen - Factory reset and battery out would not help this handset.

5. Promised me a 'NEW' handset, but would not entertain the prospect of giving me a handset other than the desire which I am convinced has some inherent design fault. Guess what - They sent me another Refurb which I am refusing to take. they have promised another new replacement.

I have never seen this level of ineptitude in aftermarket service!

J_JLW

My 2 pennies worth Serial type SH0A android version 2.2 software num 2.33 kernal 2.6.32 baseband 32.49...

I have an HTC desire with a serial number of SH0A and it was okay for the first few months but now it reboots when it gets stressed and the rear lower right side gets warmer and warmer. I say when it gets stressed by this I mean :

When the vodafone signal is weak and I'm trying to use the phone as a hotspot.
If its takes too long to find an internet webpage.
If I attempt to use any app such as gethome where it needs to use GPS, yesterday it loaded and I could drill to see the map and then within minutes the phone started to get warm and then the phone rebooted.
Sometimes I have to leave the phone off and allow it to cool before it is able to cope.
Sometimes it gets stuck on the white startup screen and I have to remove the battery.
Latitude seems to work ok from home.
I don't know if it started as the number of apps increased or when my use of GPS style apps increased.

I believe its when the phone is working hard, when you are in the car so the signal strength is fluctuating whilst you are using GPS seems to be the biggest problem.

Its been suggested that the cooling pack within the phone is not fitted correctly so the reboot is protecting the phone from overheating.

I am reluctant to send it back if, even within warranty, I have no right to request a brand new phone. It sounds like a bit of a lottery I might get a phone which works or I might get a worse one, I am near the end of the warranty period and don't want to get a lemon just before it runs out.

I love my phone but it ridiculous that it doesn't work consistently with the very apps that smartphones are bought for.

AlecEiffel

As stated previously, it is usually a heat issue. The phone reboots to protect itself, but it gets worse over time. Most common fix is for HTC to replace the mainboard. It is fixable so I would send it to HTC for repair. I would always deal direct with the manufactuer these days to be honest.

Diamond78

Wow, I can't believe how many posts there are on here about HTC. I haven't managed to read through the whole thread, due to not having no internet connection but will be reading it once I get to my brothers.

My brother recommended the HTC Desire, after he had it for a year. So I took his advice and took out on contract with Three. A few months ago, my brothers phone started playing up, it would freeze, switch off ect. He managed to talk to T-Mobile and HTC, who arranged for him to be sent a HTC Desire HD, in return for his current phone. My brother had the phone for over 18 months, so not sure if he was entitled to keep it. Anyway he was so fed up with all the hassle, he sent of his old phone and accepted the HD version.

For the last two months, my phone has been getting pretty hot when charging. I did find this unusual, however, thought it was normal. Then the screen would freeze, or a call would be frozen. I remember it kept switching off and my phone was never the same again. I lost some of my apps, like Angry Birds, which my son had done really well with. I checked online and contacted google about it, however, despite downloading the game, it was not in my account. I was then told to do the factory reset but still have the same problem.

I tried to call the Three store I bought the phone from, I was told that due to me not having insurance, they could not deal with it. But I have not had the phone for a year yet. I emailed HTC, who sent me an email saying that I should contact their technical department who will assist me. Unfortunately, I haven't managed to call them yet, as my luck is great and for nearly two weeks, the mast in my postcode has been down, meaning I can't make or receive calls.

Do you think I should go back to the store or contact HTC? I remember reading on the first page, that if you buy from a shop, you should deal with the shop. The staff are pretty rude in the shop, they have such attitudes, despite me being nice and not one to argue. I will feel intimidated if they try and turn me away and force me to contact HTC.

Thanks in advance and sorry that you have all had similar technical issues with the phones.

AlecEiffel

If within the first 28 days I would deal with the shop as they are obliged to replace the handset.

After that you can deal with the network's shop for repair and they will send it to either their own repair centre, a contracted repair centre, or the manufacturer. CPW for example can repair Nokia, LG, and some other makes, but send HTC, BB, and some others to the manufacturer. O2 use Anovo for most I believe.

However you can deal direct with the manufacturer if it is under warrenty. I would call the number of HTC repair and talk to them (don't know the number but it is on the website). Whilst it is an issue with the Desire (but still relatively rare) it is fixable and 'lots' of people on the Android forums have sent theirs in to HTC and had the mainboard changed.

visidigi

AlecEiffel wrote: »

Most common fix is for HTC to replace the mainboard. It is fixable so I would send it to HTC for repair. I would always deal direct with the manufactuer these days to be honest.

I would normally agree with that, but we're talking about HTC - thiey are absolutely inept at customer service, repair resolution or customer experience. i will never buy another after the way the aftersales experience is.

Everytime you call them they say 'we've changed this process' or we've changed this supplier for another' its a teething issue - get outta here - a teething issue odesn't take 4 months to fix.

They had my phone 4 weeks to repair this reported problem, it went in on O2, came back on Virgin media, had no warranty stickers on the inside, had a dead battery (id marked mine before I sent it, they returned a different battery!) and it still rebooted.

AlecEiffel wrote: »

Whilst it is an issue with the Desire (but still relatively rare) it is fixable and 'lots' of people on the Android forums have sent theirs in to HTC and had the mainboard changed.

If its rare why are lots of people returning them? There are 1000's of these out there with this fault - globally - there are reports everywhere about this fault.

HTC are a disappointment - they should be doing a swap out for this issue not making peope wait a month for a repair.

As it happens, 12 months to the day i called my network, o2, told them of the problem and free of charge swapped it out for a HTC Desire S - it doesnt reboot. Funny that.

AlecEiffel

visidigi - Don't get me wrong, I'm not saying there is no issue, I'm just suggesting what in my opinion is the best way forward.

Yep there's people with issues, but then you've got to remember there have been literally millions of the handsets sold (hence me saying it's relatively rare). Google HTC Desire problems and you get lots of hits. People don't make a point of going online to praise the fact that their handset doesn't overheat.

Sorry to hear you've had issues with HTC, again it's not unheard of, but then I read of many that have no issue with repairs.

My experience with third party repairs is that it goes away, comes back just as it went with a note saying they found the issue and fixed it (no detail of what it was). Upon use the handet is just as it was. Hence I will always deal direct now. But then my issues with third party repairers will affect how I act in the future just like your poor experience with HTC will affect yours.

Enjoy your Desire S. I've got one now and I love it (my original Desire had a fast trip to ground level and as I was due an upgrade I did that rather than repair it).