HTC desire smartphone -'repaired' 3 times - What next?

crowjane

I am awaiting the return of my HTC smartphone (Desire HD) which I bought last April (Through Carphone Warehouse under contract to O2).

This is its third repair in 4 months and always the same issue, the wifi connection is detected and the phone shows a symbol for connection but when I try to use the connection an 'Internet unavailable' message will come up on the browser/ application I am trying to use.

A very frustrating issue and costlyt because I end up using up my 3G allocation and buying more just to use the darned phone! Never thought I would miss my iphone but at least 3G was unlimited.

I have been going directly through HTC to 'fix' the phone and it always comes back repaired and tested but the same issue creeps back and as we have several other devices connected wirelessly to the internet without issue in the house I am sceptical that it is a problem with our internet provision (we have a 20mg Virgin cable broadband connection).

I would love to think this latest repair is the last but what should I do if it is still not usable via wifi? I cannot face yet another 'repair' ... Is Carphone Warehouse who I need to appeal too? I would expect a replacement after 3 void repairs and as HTC phones have a 2 year warrenty this could really drag on.

Is it the sale of goods act that I need to quote? Has anyone had a similar experience and come out with a replacement - have I gone about this the wrong way? Help appreciated. Thank you.

grumbler

Unfortunately, the SOGA doesn't set any limit on the number of repairs. It just says very vaguely "within reasonable time and without causing significant inconvenience". If CPW refuse to replace and you think that the inconvenience is 'significant' you can try sueing them through the small claims court (online) for the market value of the handset.

That said, have you tried connecting to any other routers, say, your friend's or free wifi hotspots?

crowjane

Thank you Grumbler - I have tried other wifi and had some problems tthe only thing is that to recreate the issues at home I would have to hang around all day as the wifi connection works initially then drops off - without actually showing it is no longer connected until you try to use it. That is why the HTC testing probably is not sufficient as they will connect see it works then move on whereas a complete test would be trying to use phone over a sustained period. Of course I do not really know how the phones are tested so that is conjecture.

As far as the constant repairing is concerned it is significant when a phone I am paying for on a monthly contract is out of my hands for a week each time I send it off. Prior to each repair I have been struggling to use the smart phone as it is costly (and slow) using the 3G connection. The point of getting a smart phone is the ability to browse the internet and this is lost when the wifi is unusable.

The thought of small claims court action is depressing though - p'haps a couple of tin cans connected by a piece of string is the next 'upgrade' I will go for.

zenmaster

"Have you tried turning it off and back on again?".

I think it's an Android problem as it happens with both my phone and tablet. They seem to hibernate and when they wake up again they don't always connect to the wifi. Sometimes I even have to reset the router.

Also, have you got a "battery saver" app running, as they seem to quietly disable things?

crowjane

Thank you Zen

Heh - yep I do that regularly and reseting and I have a battery saving app (can you tell I have been googling fixes!!??).

All for naught.

grumbler

Zen meant that the battery saving app can probably disable wifi, but I guess in this case you will clearly see it switched off, that is not what you actually see.

crowjane

Yes I see - sorry Zen - I do have battery saving app usually but the phone has just been returned and before any apps can be reinstalled I tested wifi on the phone - guess what - still unreliable wifi connection!

So I am going to do my own 'field' testing with a couple of other wifi routers and if the problem is still present I am going through Carphone Warehouse as I will not send it off for another week.

So is the geek squad any good? Will they have some answers as I am still struggling to find anyone with exactly the same problem I have.

hcb42

I am experiencing a different problem, but with the same phone and through the Carphonewarehouse.

After three trips to their store, and six months with no working phone, I am at the end of my tether.

I could not believe the nonsense I was given in the shop yesterday, they are totally unempowered to even listen and understand problems, and frankly referring to one of their colleagues as Agent Smith is humiliating for him as it was for me! I won't relay the detail of the conversation, but in terms of resolving customer dissatisfaction it was disasterous to say the least. This was Nottingham Branch.

I am going to compose a letter to Mr Dunstone tomorrow. I did post a polite comment on their facebook, asking someone to contact me who could actually resolve the problem. They deleted my posting, and no one has rang.

I Just Want A Phone That Works Carphone Warehouse. That Is All.

owen1978

zenmaster wrote: »

"Have you tried turning it off and back on again?".

I think it's an Android problem as it happens with both my phone and tablet. They seem to hibernate and when they wake up again they don't always connect to the wifi. Sometimes I even have to reset the router.

Also, have you got a "battery saver" app running, as they seem to quietly disable things?

My advice is that it could be your router.
If both your tablet & phone are doing the same thing then I would look at the router first.

Try ringing up your isp and ask for a new one, and say that you wifi connection keeps dropping on several devices.

Guys_Dad

I think it is important for you to get a written report on what was wrong with your handset and what repair was done on the 3 occasions.

Small Claims Court is a very easy process and you have a right to a working handset.

Certainly check all your apps to make sure that they are not at fault. Can't really see why something would tail off like that. When you become "disconnected", what does it say under "Wireless and Networks"/WiFi? Does it still show you connected? and if you switch WiFi off and back on, does it pick up your network?

System

We had similar problems, and got equal short measure in store. To the point of rudeness I may add.

I then sent a frank but polite mail to the CEO and within hours things started to change. If you want his email, just drop me a PM and I'll reply with it. In the end we got an in store swap, even though the phone was several months old.

Regards

13000