POLL: Button Malfunction- please vote!
 

If you have an Imagio, please vote in this poll. Please feel free to also reply to the thread with how long it was before the button broke, or how long you have had the phone if its still working fine.

I had my phone for 5 months before it broke. Waiting for replacement now...

Re: POLL: Button Malfunction- please vote!
 

I have had mine 5 months, no issues yet.

Re: POLL: Button Malfunction- please vote!
 

I have had mine for 4 months with no issues.

Re: POLL: Button Malfunction- please vote!
 

First phone lasted a few weeks. Second phone lasted... a few weeks. Third phone lasted 3 days... ](*,)

I take VERY good care of all my electronics. I have a micro fiber cloth to clean my Imagio so this problem is not ware and tare issue.

Note: I did not replace the phone until 3 buttons stuck both times... so I could be on my fifth by now.

Re: POLL: Button Malfunction- please vote!
 

I think something that helped me is that very early on I started using XDA Shutdown so that I wasn't hammering on the buttons very much at all, mostly all touchscreen stuff.

Re: POLL: Button Malfunction- please vote!
 

Yes I had the media key break on me after 5 months, and I barely use that key funny enough. I still sent it in and got a replacement.

Re: POLL: Button Malfunction- please vote!
 

Does it worry anyone that out of sixty devices, 31 have failed within 5 months?

Re: POLL: Button Malfunction- please vote!
 

Worries me :mrgreen:

Re: POLL: Button Malfunction- please vote!
 

Yup, on first replacement

Re: POLL: Button Malfunction- please vote!
 

this phone has taken hard falls on the worst surfaces, parking lots, marble tile etc. no buttons have ever broke, nothing has.

Re: POLL: Button Malfunction- please vote!
 

I was wondering while I was in Verizon today to get my 4th phone. What happens when the manufactures warranty runs out in a year. Do we just have to deal with not having any buttons for a year till we can get an upgrade?

Re: POLL: Button Malfunction- please vote!
 

I was wondering that very same thing. This is the email I sent to HTC:
______________________________________
I own an HTC Imagio, which has worked well for me for 5 months, until one of the buttons stopped clicking. I got it repaired, as it was within warranty, so the issue is gone for now, but this made me look into this issue more. It turns out that the Imagio has a very big problem with buttons stopping working. In an ongoing poll at PPCGeeks.com, more than half of all phones have already failed. Did you hear that? A failure rate of >50%!!!! That is utterly ridiculous. So my question is this: how are you going to treat your customers once the 1 year warranty is up?
_______________________________________
This is the response I got:
_______________________________________

Thank you for contacting HTC regarding your Imagio.

I understand how important it is to ensure that your device functions properly. I am glad to hear that your device has been repaired and is working properly. For more information regarding the warranty and any additional warranties since the repair of the device please contact our repair center at 800-229-1235. Their hours of operation are 8am-5pm EST Mon-Fri. Our repair center will be able to give you specific information regarding your warranty.

If you have any other questions feel free to reply. You may also enjoy our You Club located at http://www.htc.com/us/community/. The You Club hosts our customer-based forum, which has a plethora of information on HTC devices. I would also like to invite you to participate in a customer satisfaction survey located at http://survey.htc.com/worldwide/. I hope you have a great day!

HTC Technical Support
Sam
_______________________________
So basically, online tech support was useless. Best bet its probably phoning and getting someone to answer personally.

Re: POLL: Button Malfunction- please vote!
 

Thanks, if someone else does not call them I will tomorrow.

Give it a week / few weeks and I will be the first in the "Yes, and three or more replacements have broken also." group.

Re: POLL: Button Malfunction- please vote!
 

I have had mine since November 09. The Windows key is not working as well as it first did. It still works but is much harder to push than the other buttons. In other words... its going. I did not take the poll as I feel none of the options really applied to me.

How about an option... Its about to go bad?

Re: POLL: Button Malfunction- please vote!
 

The buttons do not become completely useless. They just no longer click down then pop back up. Once they break you have to press really hard on the button to get it to work and from how you describe your windows key that looks like what has happened to you.

Re: POLL: Button Malfunction- please vote!
 

it's up to 47 broken vs 40 not....
I should be able to vote twice though....I had two separate imagios break on me but neither was a replacement

Re: POLL: Button Malfunction- please vote!
 

My power button broke after a few months. I just kept it. Maybe I should get it replaced. But they just give you someone else's old phone. How lame is that? I started looking for every single app to replace buttons.

Re: POLL: Button Malfunction- please vote!
 

I am awaiting my 3rd Imagio. I love the phone, but Verizon is lazy IMO on replacements. Not one store in the entire Middle Tennessee area has a replacement available, WTF? The local store does not even sell the Imagio anymore. I tried Android phones, but dont care for them. So now I have a busted phone from Thursday till Monday and I use it for business. First time was the Start button came off, this time, the entire screen crashed, it comes up, I can see it, but it acts like it is not a touch screen phone, you can bang on it and get nothing. Not happy Micro$haft is trying to kill customization with Mobile 7.

Re: POLL: Button Malfunction- please vote!
 

Looks like mine is heading down this route now... the media button, which I mapped to toggle the screen on and off, is starting to take more effort to press. If it gets any worse I think I'll get it replaced, as I already have the hairline crack on the top of my phone.

Honestly though, I think I am just going to complain enough to get it replaced 3 times, and go with a Touch Pro 2. This phone has too many manufacturing defects, and I want something that will last for several years without issues. I am EXTREMELY careful with my phones and something that breaks after a couple of months for no reason is completely unacceptable.

Re: POLL: Button Malfunction- please vote!
 

I read the "get your phone replaced 3 times and get a like phone" does not exist anymore. So you are stuck with your Imagio for 2 years.

Re: POLL: Button Malfunction- please vote!
 

Well I only have a one year contract ;)

I did plan on giving this phone to my girlfriend when it's up though, and I can't stand to give her a phone with problems. I didn't know that they took away that program... :(

Re: POLL: Button Malfunction- please vote!
 

I've had mine since 12/26 - no problems

Re: POLL: Button Malfunction- please vote!
 

Sad thing is I am on my 3rd replacement! It is a known issue with this device. Trust me I know cuz I work there, and the is no more multi warranty replacements anymore. You are stuck with it.....

Re: POLL: Button Malfunction- please vote!
 

You work at Verizon or HTC?

This is seriously beginning to be ridiculous. 65% of phones have failed. HTC or Verizon should be offering all of us new phones when our warranty is up.

Re: POLL: Button Malfunction- please vote!
 

Verizon and I agree, but I am not going to get into a debate on here about what should or shouldn't be done.

Re: POLL: Button Malfunction- please vote!
 

Well, that's it, my media button is dead. It still works if I press on it extremely hard, but it is completely unresponsive otherwise. Only took a couple of days from when I initially noticed it...

Does Verizon still at least give you a brand new phone of the same model after you have 3 replacements? I know at least in NJ there is a lemon law, but I'm not sure if they can get around it.

Re: POLL: Button Malfunction- please vote!
 

Well, I called them up, and they are sending me a replacement via mail. It's a refurb, unfortunately, but I'll let you guys know the condition it's in when it gets here. If there is anything wrong with it, I'm sending it back. :)

Re: POLL: Button Malfunction- please vote!
 

Ive fixed my one stuck button, and its been almost 5months since my send key has stuck, everything else works fine.

If anyones curious what I ended up doing is carefully ripping out the stuck key, you'll find a really tiny gel that goes over the actual hardware button/switch. Since the bubble/gel had offsetted from the actual button I just repositoned it and used some double-sided scotch tape to stick the key back on. Hope this helps people who are willing to attempt to fix the button on their own.

Re: POLL: Button Malfunction- please vote!
 

Re: What happens when the warranty expires
This is why the handset replacement program is a good deal. It does not do all that much while your phone is under warranty, but it covers you when the warranty expires. It also protects you against one of the nastiest gotchas in the cellular world- like when your phone dies (or drowns like my my Moto E815) after warranty expiration but before your contract is up. Carriers will continue to bill you for contracted services...even if you don't have a usable phone any longer. It's incredible how expensive even the typical 'free phone' is when you have to by one outside of plan.

Re: POLL: Button Malfunction- please vote!
 

Got mine the day it was released at the Microsoft Redmond campus VZW store and no hardware issues at all.

Re: POLL: Button Malfunction- please vote!
 

This was my last week:

Friday, March 19: refurb one shows up - stuck send key

Monday, March 22: refurb 2 shows up - stippled bezel beat to hell

Tuesday, March 23: refurb 3 shows up - stippled bezel worse than the last one screen scratched and 3 out of the four corners bashed in where the previous owner dropped the phone (probably dozens of times)

Wednesday, March 24: NO phone, for some reason they 2-day shipped it where all the previous ones were 1-day shipped.

Thursday, March 25: Find an Delivery Exception when I go to fedex.com to find out why my phone wasn't delivered. Turns out the last VZW tech put my zip where my Street adress numbers are supposed to be and Fed Ex won't deliver it or change the addy at the request of the recipient. Luckily they will hold it at the Fed-ex Express location across town for me to show up with ID.

Friday, March 26: Go to Fed-Ex Location, have a hell of a time convincing Fed Ex that the package is for me because VZW Tech didn't put "attn: My name" and I don't have a bussiness card with the adress (the wrong one mind you) that is on the box. I finally convince them by verifying the phone number on the box to the counter agent.

Open the box and the Send Key is stuck......

I call Verizon and go through one tech to his supervisor. I told her that this is getting extremely ridiculous and I want to know if there is a way for them to send me a NIB because I am tired of doing the QC inspections on the refurbs.

She says "No."

Today, Monday March 29: Finally get a refurb that doesn't look like it's gone through a blender and all the keys work (at the moment).

Re: POLL: Button Malfunction- please vote!
 

I got my refurb.. I mean, "like new replacement" yesterday. So far it seems to be pretty decent, but there is a very small scratch on the screen, almost un-noticeable, and the send key is at a very slight angle compared to the rest of the keys. All of the buttons work though, and overall the phone is in excellent condition. The buttons do feel weird though, they don't click as much as my old phone, but they have a uniform feel. Maybe they fixed the problem?

I know I am going to complain though the second something goes wrong with it... lol. As for people who are saying that they tell you not to put it in your pocket, do they also say that it voids the warranty? I would raise hell if they tried to tell me that, as nowhere on the box or manual does it say the phone is not intended to be put in your pocket, and imo it sounds like an excuse to get out of replacing the phone.

EDIT: Looks like I'm going to call and complain, the send key is really starting to get on my nerves. It's like at a 15 degree angle, and it shifts around if I push it.

Re: POLL: Button Malfunction- please vote!
 

Well, I think hell just froze over... Verizon approved another replacement, and I was completely honest with them. I thought they'd try to get out of it, but they approved it without questioning anything.

Maybe they're realizing that these phones have problems? I honestly expected them to put up at least some of a fight because what I had was a minor issue.

Re: POLL: Button Malfunction- please vote!
 

I've got an idea if somebody on the board is good enough to be able to do it.

How about if somebody modifies the homescreen making it a little bit smaller with a row of soft keys on the bottom that emulate the hard keys. There we dont have to care about it so much. When you're in a program and exit it, it puts you back to the home screen. just a thought. Also, the hard keys would hardly ever need to be used.

Another thing.

I went through 3 phones but figured on the first 2 that the soft pouch was keeping buttons pressed and pressed unevenly. So on the last one, I bought the Verizon hard plastic holster for it. Nothing touches the screen or the keys when it's in it. I have had no problems with the newest phone and the phone still looks really great too.

Re: POLL: Button Malfunction- please vote!
 

Got my second replacement today, and this one is a LOT better. This one actually looks new, and had tape over the kickstand and volume buttons where the other one had none. There are no scratches, and the front buttons actually work right.