HTC reboot overheat no repair

Davidvesty

Dear Sir/Madam

I am writing to explain my complete dismay, disappointment and anger at HTC and my Desire.
In short I am the victim of the well documented and fundamental problem of the reboot issue that seems to be such a BIG problem on HTC phones, especially the Desire, worryingly one of their flagship phones.

My issue started about 8 weeks ago. My phone started rebooting at more regular intervals since the start of the new year. 8 weeks ago it became so bad something had to be done. I contacted HTC UK and to be fair they said they would repair it without quarrel (not surprising really as its a problem HTC are aware of!).
To my joy my phone came back from repair two weeks later, unfortunately it was quickly apparent it was not fixed at all, infact it was not even looked at as I learned there were "admin problems" within the repair centre and some phones were sent out without repair.

So once again I sent my phone off for repair. Now after 6 more weeks my phone is once again back from "repair" ... and once again it has exactly the same fault as when I first sent it off. Now this is CLEARLY not good enough and to my knowledge a clear breach of HTC's contract to the customer. I now have no alternstive but to take this matter further as I have NO CONFIDENCE in HTC or trust it as a company with anything I own.

What makes this matter worse is that my wife is over 8 months pregnant and as you can imagine I can not be without a mobile for any longer as I need to be available at all times. I can not trust my phone to work properly or send it away for repair a 3rd time so in my case I will have to get another phone (which be assured will not be a HTC).

HTC obviously have no respect for customers or even their products for that matter when you allow one of their flagship products to exist with a known fundamental hardware problem such as the overheating reboot issue. Its not fit for purpose, and I think you know it. The fact that HTC refuse to acknowledge the issue publicly speaks volumes. I will never buy a HTC product ever again I'm afraid

gjchester

First this is not a HTC forum, and I don't think there is a HTC rep on here, so is this a moan, warning for others or are you expecting some offical reply?

Davidvesty wrote: »

Now this is CLEARLY not good enough and to my knowledge a clear breach of HTC's contract to the customer. I now have no alternstive but to take this matter further as I have NO CONFIDENCE in HTC or trust it as a company with anything I own.

I can understand the issue, but you need to let the retailer repair the device. Sale of Goods act states you have to let the retailer repair a device in the event of a fault.

Note the fact it's the RETAILER not the manufacturer, any case you have would be against them not HTC. In some cases this may be the same if you bought direct, but HTC usually don't sell to the public.

Davidvesty wrote: »

What makes this matter worse is that my wife is over 8 months pregnant and as you can imagine I can not be without a mobile for any longer as I need to be available at all times. I can not trust my phone to work properly or send it away for repair a 3rd time so in my case I will have to get another phone (which be assured will not be a HTC).

Sorry I can understand your issue but that won't carry much weight. Mobile networks by there nature cannot be relied on 100%, and network coverage is a just as much of a factor. Can you categorically proble that the issue is just the phone, and not related to any app you have installed or the network coverage related?

Davidvesty wrote: »

HTC obviously have no respect for customers or even their products for that matter when you allow one of their flagship products to exist with a known fundamental hardware problem such as the overheating reboot issue. Its not fit for purpose, and I think you know it. The fact that HTC refuse to acknowledge the issue publicly speaks volumes. I will never buy a HTC product ever again I'm afraid

HTC are actually one of the better companies. With the exception of Apple most phone makers lose interest in device support after they are released.

HTC have probably made millions of Desire phones, and clearly not every one has the problem, it may just be a bad batch of components. It could be something you have loaded causing the CPU to be in constant use thats causing the heating up and reboots.

How long is you battery life? Have you used any app that checks to see what each app uses, it's entirely possible this fault is down to a badly coded app you have installed. Do you remember installings something at the start of the year and the problems gor worse after that?

It could be a hardware fault but you would be best checking all possibilities before considering further action.

grumbler

gjchester wrote: »

Note the fact it's the RETAILER not the manufacturer, ...

It's the retailer under the SOG Act, that is an addition to the warranty, not a replacement. Nothing stops you from dealing with the manufacturer directly, although they can direct you to some authorised repair centre or even to the retailer.

JJ_Egan

Might be worth a visit to the xda forum see if their is a fix .

nothing to do with HTC just a forum .

jje

gjchester

grumbler wrote: »

It's the retailer under the SOG Act, that is an addition to the warranty, not a replacement. Nothing stops you from dealing with the manufacturer directly, although they can direct you to some authorised repair centre or even to the retailer.

True but the rest of my quote was

any case you have would be against them not HTC.

The OP was on about taking it further, and that would be against / to retailer not the maker as theres no contract between the the manufacturer and the OP

davidvesty wrote:

[ I now have no alternstive but to take this matter further

Any case has to be to the retailer NOT the manufacturer. I half remember that there is no rights to a guarantee in law, but most makers offer them to give you confidence in the device.

gas4you

Took me 3 HTC Desires from Orange before we got one that held its charge and didn't get so hot that you couldn't hold it.

Orange replaced each one overnight. The 4th has worked ok for months now.

grumbler

gjchester wrote: »

The OP was on about taking it further, and that would be against / to retailer not the maker as theres no contract between the the manufacturer and the OP

Well, I am no expert, but...

Q: Is a warranty a contract the manufacturer must honor?

A: Yes. A warranty is a contract that commits the manufacture, manufacturer, to stand behind the product.

http://consumer-law.lawyers.com/warranty-law/Consumer-Law-Warranty-FAQ.html#12

cgk1

grumbler wrote: »

Well, I am no expert, but...
http://consumer-law.lawyers.com/warranty-law/Consumer-Law-Warranty-FAQ.html#12

We aren't an american state. Your first recall would be the retailer as outlined as that's who the contract was established with.

grumbler

cgk1 wrote: »

We aren't an american state.

OK. The above disclaimer still applies.

A guarantee:

• Is usually free
• It's a promise to sort out any defects with a product or service within a fixed period of time
• It's a legally binding contract, even if you didn't pay for it
• It must explain how to go about making a claim in a way that is easy to understand
• It should add to, not take away from, your rights under consumer law
• It works whether or not you have a warranty

A warranty:

• A warranty is like an insurance policy for which you must pay a premium
• Sometimes it's called an 'extended guarantee'
• It might cover a longer period than a guarantee, and it might cover a wider range of problems
• A warranty is a legal contract, so you can take the company to court if they don't honour it
• The terms of the contract should be clear and fair
• Having a warranty doesn't diminish your rights under consumer law
• A warranty can run alongside a guarantee

http://www.bbc.co.uk/wales/x-ray/sites/shopping/pages/warranties.shtml

There is some confusion about the terms 'warranty' and 'guarantee', but what we were talking about was the manufacturer's warranty/guarantee (i.e. 'guarantee' in the above quote).

And it is a known fact that with some phones it is easier/better to deal with the manufacturer than with the retailer. It is definitely the case for iPhones and *I think* is the case for HTC.

cgk1

That BBC article is about the practice of retailers selling warranties (which confusingly are actually insurance) - that's not an article about manufacturer's warranty which is a difference concept.

grumbler

What do they call 'guarantee' in that article then?
A free 'warranty' from a retailer?