Back in mid September of last year, I received a very exciting new phone in the mail, a HTC Hero.  After all of the arguments with iPhone owners about how the Hero is better in so many different ways; at the beginning of November, my great new phone decided to re-boot itself and clear all of it’s memory.  I found this slightly frustrating after all of the options I had set, apps I had downloaded and the layouts I had carefully saved but I didn’t think any more of it.  After getting it all back up and running, I noticed that when the phone was on sleep, the trackball was glowing with a very dim glow.  This glow either got brighter or disappeared as I ‘woke’ the phone up.

The Hero. In more than one sense.

After the realisation that this strange glowing was not going to stop, I decided to hard reset my phone via both of the two methods expecting it to be a little software blip or even some corruption during the mysterious reboot.  The answer was no, the glowing was staying to haunt me.  It didn’t end here.  The not so heroic Hero then decided to start opening random apps on it’s own accord.  This was where I then decided to speak to HTC Support.

After trying to explain to the foreign worker on the other end of the phone the things that my Hero had done (and spelling out my email address at least five times), she told me to undertake the resetting methods that I had already tried.  Instead of making a fuss, I decided to just comply with these instructions and hope for the best.  No, it was still there, the glowing daemon was still staring me in the face, laughing.  It was all then arranged for my Hero to be collected and sent for repair.  Great.

No, it doesn’t end here.  After a few weeks of not hearing anything, HTC decided to email me, billing me for either £350 for a new LCD and full plastic replacement or £40 to receive the phone back without repair.  They also added into the email that if I don’t take either of these actions in the next few weeks, they reserve the right to scrap my phone.  Now, this, I feel is bad customer service.  Again, I decided to give them the benefit of the doubt and give them another call.  After not getting any sense out of the call centre worker, I managed to speak to the supervisor about my phone.  He helpfully told me that he feels there must have been a mistake and he will look into the issue.  A few weeks later, I still hadn’t heard from HTC so yet again, I was calling their support line located in god knows where, trying to track down my beloved phone.  It was now approaching Christmas and I was greeted with the lovely response that my HTC had been water damaged.  I’m sorry HTC but I have to say this now, that I know for a fact is complete bollocks.  The supervisor listened to my words and again told me he’d ‘look into it’.

The new year arrived and it was a respectable time past the Christmas holidays and still, no response.  I took the action that I was familiar with and once again, wasted my time and money ringing the support line.  I was again told they were still looking into it.  Finally, a couple of days later, I received a call from an unknown number and yes, it was the supervisor; with bad news.  Once again, he told me my phone had been water damaged but they will send it back to me without repair, free of charge and that they actually have photographs of my phone with moisture evidence.  Shocked for two reasons, why aren’t they charging me £40 to get it back when I’ve damaged it and that he actually has pictures!  In an attempt to be kind, he offered to have the pictures emailed to me by the end of the day.  Here I am now, three days later with no pictures and no phone.

What the fuck are you playing at HTC?

Feel free to leave comments and I’m preying that there are fellow sufferers out there in the same situation, vulnerable with no hero.