yashsingh1/xdaforums huggingface dataset:
[HD2 General] Audio Oblivion:
I have just got off the phone with a very nice gentlemen from HTC customer services.

He informed me that Vodafone are at current flatly refusing to support the HTC HD2 handset. They have NO plans to release a firmware update for the HD2.

He has had this confirmed by his management team as he gets a number of calls on a daily basis regarding the issue.

I opened a thread on the Vodafone forums informing their customers and am doing the same here on XDA: http://forum.vodafone.co.uk/index.php?showtopic=49175

Feel free to comment in either thread.

*edit* update for those that would like to help: contact watchdog@bbc.co.uk with the subject line "Vodafone UK and the HTC HD2" explaining your own frustrations.

link to my open letter: http://xdaforums.com/showpost.php?p=5429219&postcount=41

LATEST UPDATE: http://xdaforums.com/showpost.php?p=5472361&postcount=75
[HD2 General] lorin.bute:
Wow, that sucks. Is this because of the iphone launch?

Apple is meddling in isn't it?
[HD2 General] beyondthought:
Fooking unts..!!! so VF have just been giving us BS all this time.!!!! i can promise that if this is true i will NEVER go with Vodafone agian..!!!
[HD2 General] jakem:
That's pretty shocking really. I wonder if this constitutes some sort of breach of contract that you could use to get out of your contract without having to pay it out? If not then it should.
[HD2 General] aszu:
It was almost certain from the start.

What is a big deal anyway? Just get a goldcard/SSPL/HSPL and flash any ROM you want.
[HD2 General] beyondthought:
cus it breaks the warranty
[HD2 General] EddyOS:
Indeed, apparently they said VF had to drop the HD2 to get the iPhone...
[HD2 General] Audio Oblivion:
The issue lies with warranty and insurance! Quite a large issue if you are a Vodafone customer.

It shouldnt matter whether or not they are actually stocking the device any longer. After having the HD2 on their books for only two months and it being a new device to market, they must continue to support any firmware updates/fixes for the duration of the contracts of all their customers that have an HD2. This is surely a given?!

If they supply you with hardware that is necessary to use the services they also provide to you then it must be legally binding that they support any fixes (ie firmware updates) for the hardware supplied to ensure that it functions as the manufacturer intended.
[HD2 General] aszu:
How? You can always revert to the 'original version' and if device is so badly broken that you can't revert, HTC staff wouldn't be able to check ROM version as well.

Besides, if there is some clear hardware problem with your device (like broken button or speaker, screen not responding etc) I don't think HTC service is going to complain about ROM version, this would be just idiotic.. Has anyone any experience with HTC service and non-official ROMS? Frankly I don't think HTC cares, software modding is the whole point of getting HTC device in the first place for many, many people. I am also sure they are aware that many operators provide atrocious support for new ROMs and customers don't have any options.
[HD2 General] beyondthought:
Thats sounds like it should be, can we get out of our contracts though???

i dont want them to offer a **** iphone 3gs, thats for sure! 4G maybe, but thats not out till may/june..
[HD2 General] beyondthought:
Speak to Vofdafone..!
[HD2 General] lorin.bute:
Why don't all the vodafone customers make a letter of protest and send it to them? I know it won't do much (because i'm sure apple is paying vodafone), but you can try.
[HD2 General] beyondthought:
Actually there could be enough of us to get on BBC watchdog..!!
[HD2 General] aszu:
Vodafone has nothing do to with this, it is HTC who services/fixes these devices. Vodafone may say many things, but ultimately phone goes to HTC service for repair and this whole 'custom ROM voids warranty' babbling is completely up to them.

Again - it would be just idiotic if HTC refused to fix obvious hardware problem because of 'custom ROM'.

It is like getting PC from DELL with Win XP preinstalled, then installing Linux on it and when i.e motherboard of disk fails, claiming warranty from Dell - nothing wrong with it.
[HD2 General] beyondthought:
really, who told you that???
[HD2 General] beyondthought:
Heres the watchdog link. at the very least, even the threat of going to watchdog should get things moving..

http://www.bbc.co.uk/watchdog/
[HD2 General] Audio Oblivion:
This is true... the phone WILL go to HTC for repair. But that is not the issue. It is an entirely seperate issue that is somehow intertwined. Its all a bit of a mess really.

As a Vodafone customer for more then ten years from both consumer and business side i have never seen such a debacle.
[HD2 General] Archer:
When you take out a contract with Vodafone they supply you with a phone that has a vodafone ROM on it. That's basically a stock ROM with some changes, either cosmetic, programmatic, or both. They are then perfectly within their rights to tell you that you will void the warrantly if you modify that ROM or replace it with someone else's. It's like getting a car under warranty and expecting to get it fixed for free, even though you've put a new engine in it.

It has NOTHING to do with HTC. This is part of your agreement with Vodafone.
[HD2 General] romac:
Correct, one size does not fit all. All opperators customise the ROM to suit their needs. Installing a generic ROM from HTC on Vodafone or any other operator for that matter would not only void the warranty but would cause all manner of problems for the support department of each operator. Can you imagine how many customers would brick their device trying to upgrade? Even the most simple of instructions are not often followed correctly.
[HD2 General] beyondthought:
The Vodafone forum moderators now review all my posts before they display them!! All cus i posted a watchdog link!!
[HD2 General] jrrigney:
Sounds like you might want to refer yourself to a little read of the Selling of Goods Act 1979 in particular what it says about products/services being fit for purpose, that is if you live in the UK.

I'm not sure how things will work with phones as you don't directly pay for them so how do you get a refund :confused: however exchanging the phone (for the same value), getting it replaced free of charge should be ok. Could be worth a call to CAB (Citizens Advice Bureau) to get a quick bit of advise.
[HD2 General] Audio Oblivion:
Did you post a watchdog link on their forum?

I thought i saw a post mentioning BBC watchdog and now its gone.

I just mentioned whether its time to get a watchdog involved my self over there.

Not sure if my posts are now being vetted as i havent tried posting again just yet.
[HD2 General] Chainfire:
Someone mentioned that repair service does not care about ROM if it is a hardware problem.

This is not true. It is actually HTC policy to deny any and all repairs to devices that have a non-stock ROM installed. With me they actually claimed HardSPL damanged the motherboard, and that is the reason my touchscreen no longer worked... right!

Also, I would advise you submit the entire story to a site like WMPowerUser.com , with the question for all Vodaphone UK HD2 users to write to that Watchdog thing (I'm not from the UK so no idea what it's about). That may accelerate things.
[HD2 General] xenept:
Don't worry, they're moderating my posts too. Think they've switched the HTC forum into read-only for now.

Must be tea break time at Vodafone.
[HD2 General] beyondthought:
Yup, they removed my posts!!

its worth making a letter up so all vodafone people can copy paste it to the watchdog site(they love bashing telecom companies), here and the other forums. not sure if we should wait a bit longer though??

its been almost 2 months since HTC released their update! Vodafone cant even totally confirm they're working on a version! if Vodafone was intending to work on it, then surely HTC would have released it to Vodafone 2 and a half months ago! its getting beyond a joke!
[HD2 General] gabbs:
small claims court..it's easy..
[HD2 General] gabbs:
when you bought the contract you bought the phone(if it was free you got it for £0) therefore the phone should work,if not the contract is useless..
[HD2 General] :
Damn that sucks, makes me worried about what o2's policy is on firmware upgrades. They've had the Iphone for ages so it wouldn't make much sense for them to abandon it like that.

You should really look into it like everyone says, if companies start shafting customers in their contracts, and nothing is done about it they won't worry about doing it again. Good luck!
[HD2 General] Audio Oblivion:
I will be attempting to write a draft letter for all to sign explaining the issues over the next few days.

We should all then get involved lobbying as many relevant people as possible.

If anyone can think of contact email addresses, postal addresses and forums that should be made aware of what is going on then please post them in here.

We have had a couple of forums suggested already but i feel that complaints departments, and head office contact details for Vodafone and HTC as well as any relevant consumer watchdogs would be even more helpful.
[HD2 General] beyondthought:
we could even contact Apple explaining(or tell Vodafone we have) that we are thinking about purchasing the iphone from Vodafone, but have doubts due to their handling of updates!!! i knows it a long shot.......:p

Start a "dont get your iphone from Vodafone", "it wont get updated!!!!" campagin.. Apple will soon put the boot in lol
[HD2 General] bdb25:
This is shocking behaviour on Vodafones behalf, I'm with them but got my phone through Phones4U (by the time I came to get it Vodafone had already dropped it!) which obviously means I can get all the ROM updates.

Anyway, thats besides the point, what I was going to ask was are there people in here running ROM's less than the 1.48 that most people seem to be on then?

Because from what I've just read HTC are about to (have to SEA) release 1.66 now? Which would leave VF customers two official ROM releases behind everyone else?
[HD2 General] beyondthought:
yup.:mad::mad:
[HD2 General] Jammie_1989:
Also got mine from phones4u :D didn't know I could get the upgrades but as I can thats good news. Think the only way around this is to get insurance and it you install a newer rom and it goes tits up stand on the phone and get a new one. Lol the new phone will most likely be unbranded unless your insurance is with vodafone.
[HD2 General] bdb25:
What happens if a VF customer uses a random serial number from another handset to get the download off the HTC website? Whats to stop VF customers installing it?
[HD2 General] Gunzta:
That will only allow you to get access to the download, there are other checks in place during the actual install proceedure that would stop you installing it officially.
[HD2 General] sparky steve:
doesn't work i've tried it :(

so why doesn't vodafone let HTC let us use the HTC updates??

even says on my paperwork "official updates do not void warrenty"
[HD2 General] Audio Oblivion:
Ok... i have written my letter. However... i found it extremely difficult to write a letter without basing it on my own personal experience. I therefore have decided not to post it here and i simply urge others to contact watchdog@bbc.co.uk with the subject line "Vodafone UK and the HTC HD2" explaining their own frustrations.
[HD2 General] reeco:
I'll get on it now. This is starting to REALLY piss me off. All I want is the OFFICIAL updated firmware on my £500 phone which is buggy as hell on the 1.43 firmware.

Not a happy person right now!!!!!
[HD2 General] chrisirving:
heres my solution

screw the warrantee flash the rom, backup everyday and if anything happens to the phone say its been stolen and claim on insurance !!!!
[HD2 General] Audio Oblivion:
i posted what i wrote to the BBC as an open letter on vodafone forums if anyone wants to read it.

i also posted my post above about BBC Watchdog on the vodafone forum but it has been deleted: "Ok... i have written my letter. However... i found it extremely difficult to write a letter without basing it on my own personal experience. I therefore have decided not to post it here and i simply urge others to contact watchdog@bbc.co.uk with the subject line "Vodafone UK and the HTC HD2" explaining their own frustrations."

It seems any mention of this specific TV programme gets vetted by Vodafone as in another post on their forum i simply mentioned "a watchdog" and it remains untouched.
[HD2 General] madindehead:
Use the goldcard method mate. There is a tutorial in the ROM flashing forum.
[HD2 General] Audio Oblivion:
The issue here is that Vodafone customers should NOT have to do this. There is also the hardware issue for those who have valid insurance and warranty claims... no amount of ROM flashing will fix those faults.
[HD2 General] smoothy666:
i have filled out and sent the form on the watch dog site, conserning my almost mirror issues.

here is the link to the form , i suggest the more the merrier!!

ww.bbc.co.uk/watchdog/gotastory/
[HD2 General] Audio Oblivion:
updated first post with open letter and contact details
[HD2 General] Ell_H:
Well, I cant complain really i suppose, I nagged, complained, begged and pleaded for my vodaphone HD2, then they go and send me two upgrades within days of each other.. so i have one brand new boxed and sealed, and another im modding to hell out of it! :)

been bout two months now and no one has asked for it back.. lol!

good times :)
[HD2 General] madmorphie:
have u tried emailing the uk ceo.... i did over some issues ive had and they got sorted quick smart...needless to say the old "its only for business users sir" doesnt matter when ur dealing with the ceo's office...they can and will act on things.....

heres a post i found around the web with both the worldwise ceo and uk ceo email adresses..... go on you know u want to but all i can say is be polite ....keep things accurate and to the point.....it worked for me...

Vittorio.Colao@vodafone.com(worldwide ceo)

Hi all,

I work for Vodafone UK's Web Relations Team who are dedicated to searching the worldwide web for customers discussing their concerns with us and wherever possible getting in touch with them privately to sort things out.

While Vittorio Colao is the CEO of Vodafone Group any Vodafone UK customers who maybe experiencing difficulties and wish to contact the UK CEO Guy Laurence can contact him at guy.laurance@vodafone.com.

Alternatively, to get in touch with the Web Relations Team just send us an email with your details using the Contact us form on our website which you get to via this link: https://help.vodafone.co.uk/system/...ION_REQUEST&CONFIGURATION=1000&PARTITION_ID=1

When sending the email you'll also need to state the code WRT135 in the subject line to make sure it comes through to us.

Thanks,

Lee

Web Relations Team

Vodafone UK
[HD2 General] Audio Oblivion:
I have now received an email from Lee at the web relations team and have replied back ... awaiting a response.

I also sent my open letter to the Vodafone UK CEO Guy Laurance. I hope he reads it and realises that this is going too far for his now not so loyal customers. I am also extremely hopefull i will get a reply.

I urge others to simply write to BBC watchdog as per the first post in this thread to get this some more momentum.
[HD2 General] paulking:
just emailed it to watchdog and both the addresses in this post!
[HD2 General] madindehead:
Can I ask, what kind of response did you get from them?
[HD2 General] LTJ:
I posted this on the VF website but thought that it was worth posting here too...

As someone who wrote to Sir John Bond (VF chair) about the appalling lack of service that I was getting, with regards to my attempts to get the SE w950i (man I loved that phone!) when it came out, I have no isssues whatsoever with sending an email to the CEO.

I was going to write my own email, but then read the excellent one from Audio Oblivion and have decided to use that as a template with a few alterations involving my own issues with VF. Its says technically everything that I wanted to say, so no point in re-inventing the wheel eh!

Ill let you know how I got on...
[HD2 General] Gunzta:
Spoke with Duncun at VF UK Support, and he claims that VF will be supporting the device as they are still selling it for business customers, he said they have to support it, they can't sell a phone and then stop supporting it. If they did this, their customers would be up in arms. He said that that any new ROMS would take up to 2 months to go through VF's testing cycle before release. He also said that VF would be making WM7 available for the HD2.

For the record Duncan at VF support has a HD2 and loves it, thinks the iphone is a toy. And he wouldn't have a phone they were not going to support.

Hope this helps. :)
[HD2 General] djngal:
Since HSPL is out anyway i dont see a problem somewhere..

just flash HSPL and use any rom u like :)

mmm i like this...smells like freedom... :D
[HD2 General] Audio Oblivion:
read the thread... that is not the only issue... no rom in the world will fix a hardware fault.
[HD2 General] Starfury:
Hehe, a lot of familiar names on this thread from the VF forums :)

I might be lucky but I am not having any hardware problems (looks for a piece of wood) so far with my handset and I have goldcarded both the official 1.48 ROM and the new Radio patch onto my phone. Not done HSPL yet though, going to wait till I see a Custom ROM i like...

For those with hardware faults find your original box and manuals and one should say Warranty Statement... inside that it should state that you have 24 month warranty with HTC for the phone and 12 month for any accessories.

If you do just contact HTC and say you want to claim on the included warranty as per your warranty statement document. If they mention Vodafone tell them that Vodafone haven't supplied a satisfactory response (to you if you have contacted VF or to other HD2 VF customers if you havent) and that you dont really want to have to go to court to get your HD2 repaired to a satisfactory level.
[HD2 General] Tuffy11:
I know it's off-topic but could you tell me if you say any benefit after upgrading your radio? I'm considering it but not sure if it's worth it? I've also upgraded my ROM to 1.48 and saw a big increase in battery life!

Thanks
[HD2 General] beyondthought:
Well according to Vodafone(assuming your with them) you have now voided your warranty..!!! lets hope you dont get any problems.
[HD2 General] ardsar:
Even if you are not with vodafone, flashing a custom rom on your device WILL void your warranty. There have been many examples on this forum. If a phone is sent off for repair and it has HSPL or a custom rom, HTC may not repair it under warranty. HTC also made a statement that the HSPL is one of the many causes for the device to go wrong. I therefore always use SPL - avoidings flashing HSPL, and its much quicker to revert to stock in an emergency.
[HD2 General] xenept:
Well a mod on the vodafone forum has just stated that ROM updates are coming:

http://forum.vodafone.co.uk/index.php?showtopic=49175&st=40&p=324762&#entry324762

Main thread:

http://forum.vodafone.co.uk/index.php?showtopic=49175&st=0

Your guess is as good as mine as to when tho. Fortunately, I don't need to rely on vodafone as I got mine from elsewhere (note: not back of lorry).
[HD2 General] madmorphie:
ive been suspended from the voda forum for posting the ceo's email address in my posts lol....bah.....
[HD2 General] Baccchus:
Keep in mind as well that on the VF HTC forum the HTC Diamond users are asking about a ROM update that was issued by HTC 11 months ago!!!

We might all be using new handsets by the time VF get round to releasing this for the HD2... :mad:
[HD2 General] Audio Oblivion:
i wonder what Daz from Vodafone means when he says that only constructive criticism will speed up the team who code the updates?
[HD2 General] xenept:
No idea, but I bet a swift kick by the CEO will work wonders.

It's just hot air from the mods. They know they're in the wrong and the criticism is making them look bad. Threatening posters with a suspension is just lame and shows their desperation.

If anything, you should include something like this in your letter.... challenging or criticising the policy on the vodafone run forums leads to the threat of suspension.

Don't let them win!
[HD2 General] dan_ep82:
i had all this hassle with vodafone when i first got my omnia thats why i made sure i got an unbranded hd2 from phones 4 u on vodafone.

vodafone are useless when it comes to firmware upgrades
[HD2 General] Archer:
It's "business speak" for "Stop complaining and we'll help you, but only when we really want to. If you EVER complain again, we'll slow the releases.

That's how I read the final paragraph of his post anyway. A company telling its customers not to complain is utterly ridiculous, and to suggest that it will slow the "fixing" process is tantamount to blackmail. If anyone is getting in touch with Watchdog (or maybe Ofcom), that response should be outlined.
[HD2 General] Elmo-85:
Well this whole "no support for the HD2" fiasco is well and truly the icing on the cake for me.

I STUPIDLY moved from O2 in Dec09 and now I'm on Vodafone I'm totally screwed for the next 24 months.

I have a phone that won't send SMS properly....I have no signal at home or anywhere in my village (never a problem with O2)

and just to rub it in even more I keep seeing bill boards everywhere saying "Vodafone guarantee signal in your home" YEH RIGHT

The phone has so many bugs it's ridiculous, I'm getting charged for MMS messages when I havent paid for one ever on O2

...and now potentially Vodafone won't even support the phone.

...Can it get any worse? :mad::mad:

I think I should have bought an iphone on O2 :cool:
[HD2 General] paulking:
dont you get 28 days to cancel vf contracts? i might get out while i can
[HD2 General] Elmo-85:
DO IT !! I've shafted myself. I'm into my 2nd month already *sigh* :cool:
[HD2 General] beyondthought:
Yeah if you can, get the fook out from Vodafone... I wish i could!!
[HD2 General] xenept:
Even Apple gave Vodafone the iphone last!

Vodafone suck. I really wish I stayed with O2 and that's even tho I've got a non-voda locked HD2.
[HD2 General] Starfury:
Re the warranty, I haven't invalidated my 24 month HTC warranty as I have only used a 1.48 UK HTC stock ROM and the Radio update from the same HTC website. As for the Vodafone warranty, what warranty if my device breaks they will try to get me to agree to another handset or if I dont I will have to cancel my contract and either go back to the Kaiser with rolling 30day or try and goto O2.

Re the VF mods comments "This has been raised to the people who actually code the updates", CODERS? WHAT? All they have to do is change the damn vendor ID and upload the ROM to the Vodafone website! Unless they are trying to "customise" it in which case noone will want it anyway... I bet they are still trying to work out how to use the SDK from HTC, maybe we should send them bepe's kitchen!
[HD2 General] Audio Oblivion:
I had a call this morning from the Directors office at Vodafone.

I can tell you all now that the UK CEO is fully aware of the situation with Vodafone HD2 customers specifically on the consumer side of their organisation.

I will update you with what Vodafone have to say regarding software updates and hardware support once i have the information i need confirmed.

Thanks to all of you for your support... the fact that these issues are now being acknowledged just goes to show that we as consumers are capable of getting our voices heard.
[HD2 General] busli:
The same on Movistar

Hi,

That problem is normal here in Spain, Movistar never gives updates or new firmwares. And if you go to the HTC page and try to download a firm, when you type the serial number the form shows that this serial number is not supported.

It's cheap from a phone company but...