36arn

Small Object of Desire

HTC Desire SI'm a happy bunny, because my wonderful HTC Desire S mobile phone is now fully functional again.

Just after Christmas, the top 5mm of the touch screen stopped working. I couldn't pull down the notification bar, and in landscape mode typing a Q on the on-screen keyboard was pretty much impossible (as was shift). HTC UK customer support were pretty good, and agreed to accept the phone for repair, since it was still under warranty. The phone was collected and returned two days later. Very impressive so far.

The phone returned back having been completely wiped. I was expecting that, and was pleased that it had a new version of the operating system and the HTC Sense UI, which had stubbornly refused to update over the air. I was less pleased about the fact that the original fault was still present. HTC were apologetic, and the phone was again returned. This time it was marked for the attention of a senior technician.

Three days later, back it came. Again wiped, still with a faulty touch screen (if anything, slightly worse). As you can imagine, by this point I was mildly apoplectic. HTC customer services were again apologetic, and offered to have another go at repairing the phone. By this point, I was dealing with "the people who respond to complaints" (Customer Care, I think), who seemed genuinely more concerned about the situation than the regular support people.

Hooray. On the third attempt, the phone came back mended.

This whole process took over 4 weeks, during which time I went and bought a Sony Ericcson Xperia Arc S (now owned by my son… the Desire S is just too nice). This whole episode reflects badly on HTC UK, or rather, on the management of the contract they have with their repairers, Regenersis. Clearly, testing is not their strong point. Whether I'll ever buy another HTC phone, I don't know. I suppose everything worked out OK in the end, but the whole process involved too much stress and parcel tape.

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