[G2 and Desire Z General] Benefit1337:
So,

I have been back and forth with BELL And HTC on the issue concerning incoming and outgoing calls which sound like some weird kind of Alien Frequency and the response below is so far what I got back from HTC.

Two other issues I brought up and yet addressed: The phone automatically turning off and rebooting during text messages. Both claim to be addressing the issue now but still pointing fingers at eachother. Due to the formatting and such read from the bottom up for order.

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Dear Matt,

Thank you for your response.

If there is a software glitch that is causing the issue, a soft reset and factory reset are required troubleshooting for these types of issues. I guarantee this was not a generic response and a factory reset fixes a lot of issues. I have seen that performing two or three factory resets have resolved the issue when just one had not.

Now, as for tracking purposes, we are going to escalate this to our higher ups and see if we can perform more research on this issue to see if we can find the problem. A usual escalation involves the information being sent to the Escalations Team and then they contact the customer to help resolve the issue over the phone. In this case, we are trying to discover what is going wrong. I do not know if they will try to contact you or not, but I wanted to get your contact information just in case.

As for Bell, we do not know for sure if the issue is with the network. All of the issues you are experiencing are typical network related issues. However, we would like to look into this further to see if we can fix it.

I have successfully escalated this issue for you.

To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number 11***************.

Sincerely,

K********

HTC

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Thank you for the reply again. I am still confused how this can be a network issue as I have had BELL as my carrier (not that I am saying they are not to blame at all) for years and this has never happened or been an issue until I bought this phone. My friends with Samsungs and Iphones on BELL's network are not having this issue. Also, with the phone turning off completely at random times and also during text messages is a clear indication the PHONE(s) are not constructed properly and have a serious widespread issue internally or technologically with them. I still don't see how any of these issues relate to BELL's network. This phone showed so much promise. When you say 'Tracking purposes' can you clarify that? Also, if it is not provision properly on BELL's network than why are HTC and BELL working together if components of their products conflict? Also, why was I routed to a generic response to factory reboot my phone instead when HTC knew that wasn't and isn't going to fix the issue? Don't think I am upset with you personally as I am not, But why didn't HTC address the problem the first email instead of sending off a generic useless one to think I'll go away. My information is below and I would like a little more indepth description as to what is going to happen moving forward? Is HTC actually trying to figure this out or white washing it? 'IF' by some reason it is BELL's network than why isn't HTC setting them straight and getting the ball rolling in fixing a problem which is damaging the respectability of the company with its stance on quality?

Mobile number Contact number:(***) *** - **** (Home) or (***) *** -**** (work) (Im in Ontario Canada)

Preferred contact time: Any time after 5:00pm Monday - Friday and anytime Sat and Sun

ROM version: [Software #: 1.34.***.*] .. [Android Version 2.2]

Matt

2011/02/17 04:09:55

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K********

(North America Support (Tech))

Thank you for your response. I have spoken with the escalations department. They said that there is not much we can do since this is happening with multiple phones and the only consistent variable is the network. I know you said you replaced the SIM card, but the SIM card might be fine, but not provisioned properly on Bell’s network. However, I have been given permission to escalate this case for tracking purposes so that we can look into the matter further. Please provide the following information: Mobile number Contact number (preferably a landline) Preferred contact time (I do not know if they will contact you, but they might if they need to gather more information from you) ROM version (go to Home, Menu, Settings, About Phone, Software Information, I will need the software number, and the Android version)

2011/02/17 03:28:31

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Hi, I have did factory resets and soft resets multiple times before. This isn't a single HTC Desire Z issue - If you read the complaint above instead of copying and pasting a generic response you would understand this is a serious issue with HTC Desire Z phones and an update for the phone to correct this problem is a must and as a company claiming to be responsible and about quality I expected a better response from you. Especially a response where you addressed my issue above by ACTUALLY reading it first. I would like this response addressed and forwarded to Headoffice please. I clearly stated '- I have tried factory resetting my device. I have had my phone replace three times with Bell, my SD Card Replaced, My Batteries, My SIM Card etc.' And than you send me a generic response to do this again? HTC has failed its customers and this is a huge disappointment. I will not be purchasing your brand again and will let anyone interested in my phone when they see it to know it is garbage and the company doesn't care to address and fix an issue which they seem to be ignoring. I am disgusted with this response and this email just made Apple and the Iphone more respectable as I will eventually be switching over because HTC chooses to ignore their customers complaints when one of their most franschised and newest phones is a dud with 1992 type problems. Your failed to address my issue, you failed to address the problem, you failed to read my comments and complaints I initially sent, you failed to take the right course of action, and failed to acknowledge you made a faulty phone. This is not a BELL problem. This is a hardware, software issue with HTC - You phone messes up calls, It turns off randomly, it blacks out the screens randomly. These are PHONE ISSUES. Also, one last thing to note is that this company is showing its lack of a ability to work with the companies that carry their phones. This must be the worst business partnership I've ever witnessed - It is like to siblings blaming eachother to gain attention of mommy and daddy. It's embarrassing This time through.. Read my comment and address them accordinly, alright. And HTC needs to admit they built a phone with issues and recall or create an update to fix this problem just like Apple does or the Auto Industry does. Because you are losing credibility and deserve too

Sincerly, Once a customer and loyal to HTC

Matt

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Dear Matt,

I understand how important it is for your device to function properly. You will need to perform a soft reset. To perform a soft reset simply power off the device and remove the battery for 30 seconds. You will also need to remove any third party applications you may have on the device. Third party applications can sometimes conflict with the operating system of the device and can cause problems with normal functions or other applications.

If after soft resetting and removing third party applications and you are still having issues, you will need to perform a factory reset. Please note that this procedure will delete all personal data, customizations, and files from your DesireZ, so be sure to perform a full backup prior to beginning.

1. If you can’t turn on your phone or access the phone settings, you can still perform a factory reset by using the buttons on the phone.

2. With the phone turned off, press and hold the VOLUME DOWN button, and then briefly press the POWER button.

3. Wait for the screen with the three Android images to appear, and then release the VOLUME DOWN button.

4. Press VOLUME DOWN to select FACTORY RESET, and then press the POWER button.

If resetting the device is too difficult by pressing so many buttons at once, you can also reset the phone by clearing the storage on the device.

1. From the Home screen, press MENU, and then tap Settings.

2. Tap SD & phone storage > Factory data reset.

3. On the Factory data reset screen, tap Reset phone, and then tap Erase everything.

If the factory reset does not resolve your issues, there may be something physically wrong with the device and it will need to be repaired. You will need to speak to the Bell Repair Center for more information on having your device repaired. Their contact information is 1-800-667-0123, 8A.M. – 9 P.M. ET, Monday through Friday. They will be able to answer any questions you have about the warranty and repair process.

To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number 11*******************.

Sincerely,

K*******

HTC

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(this message I used a previous HTC users complaint which I copied and paste with my own changes and this was also sent to both BELL and HTC)

Dear HTC/BELL,

I am experiencing the alien noise / dropped calls issue that the users in the below forum posts are referring to with my HTC Desire Z.

community.htc.com/.../38066.aspx

Periodically when I call others and/or when others call me, the other end hears static (alien frequency sounds) instead of hearing me. I on the other hand hear either dead air and or the person telling me my phone is messed up once again.

- This happens at minimum once a day and randomly and has happened since I got the phone about 2 months ago.

- I have had the phone completely replaced three times, the SIM card replaced, the SD card replaced and the Batteries replaced.

- This will happen on multiple calls until I reboot my phone.

- This has happened when connecting with mobile phones and/or land lines.

- I have tried factory resetting my device mulitple times (did nothing).

- When I reboot my phone (holding down the power button and selecting reboot) the problem goes away for X number of hours.

- This happens with full signal strength.

People on this forum (above) indicate that when calling HTC that the network is to blame and when calling Bell that HTC is to blame. Either way, there is an issue to be resolved and I have been caught in the middle of both companies blaming eachother. I am drastically losing respect for both these companies whom have their products overpriced when compared to the lack of usage you can get from them and the fact that both companies Customer Service departments are beyond terrible. My friends and families members who experience this issue when calling me have decided to not go with Bell and HTC phones and their reasoning is understandable and justifyable. I cannot even stick up for HTC when Iphone users make fun of it or Bell because of these issues. The issues with the calls are a huge distraction in my life as it's embarrassing when I speak with my co-workers, friends or family and have to explain to them why I keep hanging up on them or why it makes alien frequency type noises.

I would like an answer to this email and a resolution to my problem as not providing one is a clear indication that Bell/HTC as whole is just as bad as it customer service. I than will cancel my Bell account and go to Rogers.

List of problems with Bell -

- Overpriced phones like HTC Desire Z that don't work

- Unknowledgable Tech Support

- Unprofessional and bad Customer Service (Whom like to hang up calls FYI)

- Lack of support for issues

- Terrible signal coverage

etc ..

Any assistance you could provide would be appreciated. Hopefully Bell and HTC don't disappoint anymore than they already have! I almost feel like breaking my T.V screen everytime I see a Bell Commercial because it's soo much bull**** in a 20 second segment.

Matt