[Desire HD General] mbgy42:
Web Chat with HTC Support - The Problem is Google maps apparently!!

Below is a copy of the web chat I just had with HTC Support - make of it what you will - It appears to me there is an issue but they do not really know what it is - Long post I am afraid.

Ryan B:* Hi Matt, thank you for contacting HTC Support, I’m looking in to your query now.

Me:* The GPS was fine - Updated to 2.5 and the GPS stopped working completely - I have seen on various forums that many people are having similar issues - when will this be fixed - my GPS is essential to me

Ryan B:* have you preformed a factory reset on the device#

Me:* Factory reset - Reset all GPS data - Installed HTC Locations Installed the maps for Locations (Very slow download by the way!)

Ryan B:* which device do you have ?

Me:* HTC Desire HD

Ryan B:* what the best option would be is to try and search for a update have you tried this ?

Me:* No updates currently available - The update that broke my phone came around three days ago - nothing since then - I am on T-Mobile - It would appear Vodafone users got this update several weeks ago as they have been complaining about this update since then.

Ryan B:* what I will need to do then is book the device into repair to get this issue rectified

Me:* It isn't a hardware fault - it is a software fault - I fail to see what a repair is going to do to assist - This option has been taken up by several people and the phone comes back with the same issue.

Ryan B:* and we have been experiencing this issue with some of our customers since the update has been rolled out and i will need to send the device to be repaired

Me:* I understand what you are saying but what is going to be repaired - this is a software issue!

Ryan B:* i have been working here for a long time i have spoken to customers with this issue and i have been prompted on many occasions to book the device into repair once the device comes back from repair the customers device is repaired we just have to re-flash the ROM

Me:* how long is this repair likely to take

Ryan B:* 5 to 10 working days

Me:* When will HTC get round to fixing this issue with an OTA update

Ryan B:* we are still awaiting Google to create the bare bones of the update#

Me:* This would not be a new update - Just fixing what you broke

Ryan B:* it will be a new update well in theory a patch

Me:* My point exactly - a patch should not require another release from Google! This isn't an Android issue - Its a Desire HD issue!.

In summary as your update has removed functionality from my phone (Just like the last update broke Wi-Fi and had to be fixed in this update) I now have to be without my phone for up to 12 days whilst still paying for my expensive contract and having the inconvenience of posting the phone and waiting in for its return so you can try and fix the phone, bearing in mind there are reports on a number of forums that the phone comes back no better than when it was sent it - just to be clear?

Ryan B:* the GPS is for Google maps so we are unable to make changes to that but we are equally responsible for this mistake and i am very confident this will rectify the issue you are currently having

Me:* Oh I see so the GPS fault is caused by Google maps?

Ryan B:* yes

Ryan B:* but we can repair this issue for you

Ryan B:* We are booking your handset in for repair service. Please note that if the fault is found not to be covered by warranty it will be a chargeable repair and we will issue a quote. Should you chose not go ahead with the quote a £20 fee (approx) will be charged for the return of the device in an un-repaired state. This covers the shipping, evaluation, testing of the handset and VAT. If you chose to not pay either the full quote, or to return the handset un-repaired the device will be disposed of after 90 days.

Please be aware that should your device be found to have come in contact with liquid, then your device will be returned to you un-repaired at no charge.

Please can you confirm that you have read the above and that you are happy to proceed with the repair?

Me:* I have read the above but wont be happy if HTC decide their software update is not covered by the warranty - Don't really have another choice though as I see it?