[Touch Pro, Fuze General] aro:
at least HTC knows of our problem

I can agree to HTC having a bad support system.

I think it is about their structure.

I don't know exactly how many level HTC global support has, but at least I know of "level 1 support", as I have daily mail contact to them due to my already 2nd faulty TP which I had to sent back for DOA (dead on arrival) replacement.

My first device was S/N HT832... (which means built in CW 32 of year 2008).

That one had black paint falling off and big GPS lag.

My replacement device was S/N HT833... (built one week after my first TP).

I couldn't even test if paint will fall off or GPS will lag, as the HW keyboard did not work correctly, so I sent it back at the same day I received it from EuroTwice (which is HTC service partner for Germany & BeNeLux).

Now I am waiting for my next replacement and I asked them to make sure to send the latest build version, hoping that HTC has improved at least on the HW problems I faced with my first two TP.

All this sending back, testing, replacing,... process for my first and now also second device is now going on for more than two month.

Lucky me I still have my Tytn working, as normally I start playing and trying different new roms on my old devices.

This is where I am coming back to HTC support structure.

We normally talk to 1st level support, who are not really sitting in HTC, but are just a call canter partner.

Those people are normally nice and friendly, but do not know much about HTC devices, known problems and of course can not make any decision at all.

I think they send all our inquiries to HTC master support located in UK for internal processing and making a decision or giving detailed feedback.

Judging by the time it takes to get this feedback, I believe HTC Master support in UK also have to forward our requests to a 3rd level (maybe in Taiwan or somewhere else where HTC engineers are located).

You can see, this structure can not lead to good customer service, as it is too deep and complex.

I hate when I talk to people who have no idea about the device itself, and just reply by copy&paste of standard text from their manual provided by HTC.

One good thing at the end of this long story is, that HTC seems to know of our GPS lag problem.

As part of one of my mails I wrote to them:

"Is HTC aware of overheating GPS module which leads to GPS not working correctly (lag or no fix)? If yes, which device built has an effective fix for this problem?"

Reply from HTC (2nd or 3rd level support via my contact at 1st level support):

"We are monitoring GPS on the Touch Pro, but not necessarily for the module overheating. We are looking at poor GPS fixes, i.e. where the device is reporting a fix some 100m from its true location. However, we shall make a note to see if any customers are noticing overheating alongside poor fixes, etc."

From this is suggest, that we all register the problems we have with our TP via the HTC website.

Just follow this link: http://www.htc.com/www/CS_Mail.aspx

and make HTC aware of any little problem you experience.

The more people report, the more attention HTC will give to each certain problem, and the earlier we might get a hot fix.

This community is very strong. Every time I come her I see 50 or more people reading TP forum.

If all of us contact HTC via the link above, I am sure they will move (somewhere and somewhen).

Regards,

ARo