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-   HTC Imagio (http://forum.ppcgeeks.com/forumdisplay.php?f=120)
-   -   Stuck buttons (http://forum.ppcgeeks.com/showthread.php?t=99190)

chrisquinn_99@YAHOO.COM 08-18-2010 01:38 PM
Re: Stuck buttons
 
I have also experienced the broken button issue several times on several new and refurbished imagios. Finally, I got fed up (again) and called tech support. I told them that I was about to leave Verizon regardless of the ETF, if I couldn't have a reliable working phone. I've been a customer since before it was Verizon and explained to them how stupid it would be to lose a customer over this. I told them that I didn't expect a new phone, but I did expect a different, comparable phone. The agreed to send me a samsung omnia 2. They are also sending me a new battery, phones cover, and wall charge for the omnia 2 in exchange for my imagio accessories. It should get here tomorrow. I told them I would be ok with the original droid as well, but apparently it is not part of their "upgrade" matrix to go from windows mobile to android. I hope this helps someone. I love htc and think everything they do is innovative, but the software doesn't matter if they can't get the hardware right.

gcianc 08-20-2010 11:42 AM
Re: Stuck buttons
 
Just got my 3rd replacement Imagio today. Yesterday I went to a corporate VZW store to complain. The saleman - as usual - are eager to help when you tell them "i'm letting my contract expire so i can change carriers if needed)" so he calls over the manager.

The "manager" says "i use Palm and i'm on my 4th device this year myself". Sorry.

ROTFLMAO typical verizon customer service

Quote:
Originally Posted by chrisquinn_99@YAHOO.COM (Post 1916148)
I have also experienced the broken button issue several times on several new and refurbished imagios. Finally, I got fed up (again) and called tech support. I told them that I was about to leave Verizon regardless of the ETF, if I couldn't have a reliable working phone. I've been a customer since before it was Verizon and explained to them how stupid it would be to lose a customer over this. I told them that I didn't expect a new phone, but I did expect a different, comparable phone. The agreed to send me a samsung omnia 2. They are also sending me a new battery, phones cover, and wall charge for the omnia 2 in exchange for my imagio accessories. It should get here tomorrow. I told them I would be ok with the original droid as well, but apparently it is not part of their "upgrade" matrix to go from windows mobile to android. I hope this helps someone. I love htc and think everything they do is innovative, but the software doesn't matter if they can't get the hardware right.

m4f1050 09-09-2010 10:55 PM
Re: Stuck buttons
 
The SEND and MULTIMEDIA keys are stuck on my wife's Imagio. This sucks. So many break and they act like you're the only one having the issue, what's the deal here??!??!?!?!!!

We should get a petition going and have them replaced with Omnia II or Fathom!!!

y0himba 09-10-2010 09:59 AM
Re: Stuck buttons
 
End key stuck on mine also. Verizon rep said that there were no manufacturer issues or reports of this problem. I was looking at a report of the problem on their forums as I spoke to the rep.

Replacement is on the way, should get here today.

Slack3r 09-11-2010 02:07 PM
Re: Stuck buttons
 
I just wanted to let you guys know that there may be a fix for stuck buttons... that is, as long as you are comfortable disassembling your phone.

The button panel is relatively easy to take off, you just need to follow the basic disassembly instructions in my other thread.

Once you remove the circuit board, on the back of the phone under black tape, there should be two small screws that are holding on the buttons. If you unscrew these, you can either push through the back or carefully lift up the buttons. Mine came off in two parts, which are the actual button sensors, which are all on a flexible PCB and glued lightly to the case, and the physical buttons, which are all attached to a solid plastic panel, but yours may come off with both attached to each other. If that's the case, you can probably just separate them with minimal force.

Now here's the part that would need some experimentation... if the problem is the actual button sensors being worn out, you would most likely have to source a replacement strip, which unfortunately I have been unable to do. The other option is that if the physical buttons are somehow worn out or damaged, it may be possible to buy a dummy phone, and salvage the buttons from that.

This is all up in the air, as my phone didn't have the stuck button issue after getting it back from Verizon and I haven't been able to try anything, but it would be great if anyone who has the issue and is comfortable with opening their phone could check. This is the dummy phone I was referring to:

http://cgi.ebay.com/NEW-DUMMY-PHONE-...item563f43ebd7

I plan on updating my original thread with this information among other things, but I'm still working on a complete re-write. :)

djp952 09-12-2010 03:32 PM
Re: Stuck buttons
 
Slack3r, I'd be happy to plunk down $25 to replace my buttons, and have the tools necessary, but do you know for sure that a dummy phone has all the parts? I don't recall ever playing with the dummy at VZW to see if the buttons do anything. Most of us seem to suffer from the 'slipped disc' problem, but I don't think those would be present on the dummy.

If you think otherwise, I'm willing to give it a try for ya :) I've spent more and gotten less more than I'd like to admit - LOL

yatman60 09-12-2010 03:48 PM
Re: Stuck buttons
 
I'm on my 5th phone. The biggest part that sucks is that each time I get a replacement, I have to pay to get the damn thing unlocked so I can flash it with the newest ROM. LAME!

m4f1050 09-12-2010 06:53 PM
Re: Stuck buttons
 
Quote:
Originally Posted by yatman60 (Post 1942555)
I'm on my 5th phone. The biggest part that sucks is that each time I get a replacement, I have to pay to get the damn thing unlocked so I can flash it with the newest ROM. LAME!
Not only that, but you would have to pay to get it SIM unlocked (if you're not with Verizon like me...)

Slack3r 09-13-2010 12:18 AM
Re: Stuck buttons
 
Quote:
Originally Posted by djp952 (Post 1942540)
Slack3r, I'd be happy to plunk down $25 to replace my buttons, and have the tools necessary, but do you know for sure that a dummy phone has all the parts? I don't recall ever playing with the dummy at VZW to see if the buttons do anything. Most of us seem to suffer from the 'slipped disc' problem, but I don't think those would be present on the dummy.

If you think otherwise, I'm willing to give it a try for ya :) I've spent more and gotten less more than I'd like to admit - LOL
The problem is that I'm not sure, as I've never seen a dummy Imagio, but I've heard reports of people successfully salvaging buttons for other phones.

But now that you mentioned it, there were little plastic discs in between the button sensors and the physical buttons... If the problem is simply that one of them slipped off, you may not even need replacement parts, you can just open it up and re-seat it, and maybe add a dab of glue so it stays in place.

djp952 09-13-2010 11:41 PM
Re: Stuck buttons
 
Quote:
Originally Posted by Slack3r (Post 1943015)
The problem is that I'm not sure, as I've never seen a dummy Imagio, but I've heard reports of people successfully salvaging buttons for other phones.

But now that you mentioned it, there were little plastic discs in between the button sensors and the physical buttons... If the problem is simply that one of them slipped off, you may not even need replacement parts, you can just open it up and re-seat it, and maybe add a dab of glue so it stays in place.
Yeah, those damn discs are stupid. It turns out I lost my fourth button today (only END is original and unbroken), and I couldn't find a T5 screwdriver (T7 is as low as I have, oops), so I opted to just go with the fix that I used on the SEND button -- replace the membrane with flexible glue that more or less permanently sets the disc in place above the switch, let that set up for a while, and then tack the button faces back on with a dab more glue, and weight lightly overnight.

I'm 99% certain I'm just going to pay full price for a WP7 upgrade if/when Verizon carries a good model, and as long as I have ONE functional button to wake the phone from lock, I'm good.

I fixed the Windows button "properly" last time, but of course a couple trips in the back jeans pocket allowed the disc to slip again.

The "fleixible glue instead of the membrane" fix seems to work OK, provided you're very careful not to get any glue under the disc and use a glue that will remain flexible. (I've used clear GE Household Glue from Home Depot for my buttons). My first mistake was self-repairing a phone under warranty. It's snowballed from there - LOL. It may not be "right", but it still works!!

edit: I saw the commercial for the Samsung Fascinate BOGO deal on TV, and the Imagio was a BOGO. If VZW didn't screw up the Fascinate so badly software-wise, I was going to get my wife the Fascinate and use the BOGO to replace the Imagio. After we read all the reviews, we decided to just pass :-)

johncal 09-14-2010 12:16 PM
Re: Stuck buttons
 
Quote:
Originally Posted by chrisquinn_99@YAHOO.COM (Post 1916148)
I have also experienced the broken button issue several times on several new and refurbished imagios. Finally, I got fed up (again) and called tech support. I told them that I was about to leave Verizon regardless of the ETF, if I couldn't have a reliable working phone. I've been a customer since before it was Verizon and explained to them how stupid it would be to lose a customer over this. I told them that I didn't expect a new phone, but I did expect a different, comparable phone. The agreed to send me a samsung omnia 2. They are also sending me a new battery, phones cover, and wall charge for the omnia 2 in exchange for my imagio accessories. It should get here tomorrow. I told them I would be ok with the original droid as well, but apparently it is not part of their "upgrade" matrix to go from windows mobile to android. I hope this helps someone. I love htc and think everything they do is innovative, but the software doesn't matter if they can't get the hardware right.
Much nicer phone once you get used to things all being in a totally different place. Verizon did the same swap for me. I'm very happy with the O2. Not nearly as many hacks, etc out there for it, but a lot of my imagio stuff works on it!

yatman60 09-14-2010 07:42 PM
Re: Stuck buttons
 
So I finally got fed up enough to NOT wait for HTC's big announcement tomorrow and I went ahead and got the Incredible. Aside from battery life, and not having any idea about how to synch music, pictures, etc or knowing anything about android, it's a pretty sweet phone.

That said, I saw the post about cracking open the imagio and my replacement unit came in today. I might just have to do that with the replacement unit and see what's what inside. If there's something I can do to solidfy those buttons then I MIGHT take the Incredible back (and pay the darn $35 restocking fee). It'll mostly depend on IF HTC has anything significant to announce tomorrow.

m4f1050 09-20-2010 07:26 PM
Re: Stuck buttons
 
Here is what HTC responded to me when I asked about the stuck key and possible warranty:

Code:
Dear xxxxxxxxxxx,
 
I understand how frustrating it can be when you have keys on your device not
functioning properly. With a hardware issue like this, the best course of action
is to have the device repaired. We have a repair shop that would be able to
repair your device. HTC CDMA Repair’s number is 1-800-229-1235. The hours
of operation for HTC CDMA Repair are Monday through Friday 8:30 AM – 5:00 PM EST.
 
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 #################.
 
Sincerely,
 
Philip
 
HTC
....And I get another response when I explained that MANY MANY of us are having these issues and that it is a hardware defect or engineering rather than damages created by users in a long period of time, which this happens quite fast in the phone's life time....

Code:
Dear xxxxxxxxxxxxxxx,
 
I do understand your frustration and your position here. To harken back to your
first email, if it were an issue that was being experienced on a large number
or even the majority of devices there would be a possibility of a recall, but the
fact remains that it is not an issue commonly reported to us. An issue being
reported by many users on a forum does not help us to track any issues in case
of trends, which there possibly may be from what you have reported. You asked
about having the device replaced for a device of equal value; you would have
to contact Verizon about that as they are the only ones who can replace a
phone, whether it be for the same device or a different one. As for the price
of the device, I imagine that the device costs less now because it has been
out for quite some time and there are newer devices, not because it has issues
"everybody" knows about. In any case, our repair department is in place specifically
for "manufacturing defects"; this is what the manufacturer's warranty is for.
If the device is still covered under warranty, our repair department can fix it for
you with little to no cost, just as you requested in the original email. HTC CDMA
Repair’s number is 1-800-229-1235. The hours of operation for HTC CDMA Repair
are Monday through Friday 8:30 AM – 5:00 PM EST. I apologize for any
inconvenience you may have experienced.
 
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 ################.
 
Sincerely,
 
Philip
 
HTC
....so what's going on here? Verizon is keeping a lid to this and not reporting what's happening? I am sure HTC gets a lot of these, I mean, c'mon, who is repairing all these phones???? I think we *ALL* have to address this issue with HTC in order for them to recall these phones and give us something the same value or even better for the trouble we have gone through!

yatman60 09-22-2010 01:41 AM
Re: Stuck buttons
 
Quote:
Originally Posted by m4f1050 (Post 1950274)
Here is what HTC responded to me when I asked about the stuck key and possible warranty:

Code:
Dear xxxxxxxxxxx,
 
I understand how frustrating it can be when you have keys on your device not
functioning properly. With a hardware issue like this, the best course of action
is to have the device repaired. We have a repair shop that would be able to
repair your device. HTC CDMA Repair’s number is 1-800-229-1235. The hours
of operation for HTC CDMA Repair are Monday through Friday 8:30 AM – 5:00 PM EST.
 
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 #################.
 
Sincerely,
 
Philip
 
HTC
....And I get another response when I explained that MANY MANY of us are having these issues and that it is a hardware defect or engineering rather than damages created by users in a long period of time, which this happens quite fast in the phone's life time....

Code:
Dear xxxxxxxxxxxxxxx,
 
I do understand your frustration and your position here. To harken back to your
first email, if it were an issue that was being experienced on a large number
or even the majority of devices there would be a possibility of a recall, but the
fact remains that it is not an issue commonly reported to us. An issue being
reported by many users on a forum does not help us to track any issues in case
of trends, which there possibly may be from what you have reported. You asked
about having the device replaced for a device of equal value; you would have
to contact Verizon about that as they are the only ones who can replace a
phone, whether it be for the same device or a different one. As for the price
of the device, I imagine that the device costs less now because it has been
out for quite some time and there are newer devices, not because it has issues
"everybody" knows about. In any case, our repair department is in place specifically
for "manufacturing defects"; this is what the manufacturer's warranty is for.
If the device is still covered under warranty, our repair department can fix it for
you with little to no cost, just as you requested in the original email. HTC CDMA
Repair’s number is 1-800-229-1235. The hours of operation for HTC CDMA Repair
are Monday through Friday 8:30 AM – 5:00 PM EST. I apologize for any
inconvenience you may have experienced.
 
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 ################.
 
Sincerely,
 
Philip
 
HTC
....so what's going on here? Verizon is keeping a lid to this and not reporting what's happening? I am sure HTC gets a lot of these, I mean, c'mon, who is repairing all these phones???? I think we *ALL* have to address this issue with HTC in order for them to recall these phones and give us something the same value or even better for the trouble we have gone through!

I totally agree. I got so fed up dealing with this issue and 5 or 6 phones later just gave up altogether. I got the same response - we haven't heard of this issue yadda yadda yadda. LAME. I got my replacement phone from warranty and will probably just sell it on ebay for 50 bucks and see what i can get for it. I ended up buying the Incredible as a holdover until the WINMO7 phones start hitting Verizon next year.

m4f1050 09-22-2010 08:29 AM
Re: Stuck buttons
 
Unfortunately nobody cares enough to start a petition or start complaining to HTC about this. Like the tech support guy said,.. they havent received enough complaints...so let's give 'em to them!!!

gcianc 09-22-2010 10:01 AM
Re: Stuck buttons
 
Quote:
Originally Posted by m4f1050 (Post 1952124)
Unfortunately nobody cares enough to start a petition or start complaining to HTC about this. Like the tech support guy said,.. they havent received enough complaints...so let's give 'em to them!!!
This highlights the problem with carrier specific (nevermind CDMA) phones. This is ultimately a Verizon issue since they sold the phone exclusively (HTC made for Verizon, sold it to Verizon not customers). Each Imagio has a "Verizon" logo front and center.

Even if it were sold direct by HTC there probably aren't enough users to get their attention and many are tekkie geeks who already moved on to their next new toy.

Since Verizon is replacing them (thru Nov) at no cost to the user what really do you expect from HTC? It's not like HTC makes another/better WM device on CDMA.

m4f1050 09-22-2010 10:19 AM
Re: Stuck buttons
 
I understand that, but it's a defect or a bad engineering (which is HTC the fabricator)

The tech support said if a flag was raised (by many customers complaining) that they would recall them, which then you could get it replaced or the defect repaired which is what I really would like. I love the device, but with buttons breaking all the time it frustrate me.

I am going to ask a friend that has Verizon to connect the phone on his account, get a replacement then sell it because I don't see us winning this battle.... :(

gcianc 09-22-2010 10:34 AM
Re: Stuck buttons
 
It's made to spec for Verizon. What is interesting is.....

The sibling TP2 (all carriers) has 4 buttons.

Verizon wanted the 5th "media" button on Imagio for the lame VCAST service.

It's possible HTC support has not flagged this issue as out of the norm. For example, I returned 4 imagios to VERIZON but never corresponded with HTC.


Quote:
Originally Posted by m4f1050 (Post 1952180)
I understand that, but it's a defect or a bad engineering (which is HTC the fabricator)

The tech support said if a flag was raised (by many customers complaining) that they would recall them, which then you could get it replaced or the defect repaired which is what I really would like. I love the device, but with buttons breaking all the time it frustrate me.

I am going to ask a friend that has Verizon to connect the phone on his account, get a replacement then sell it because I don't see us winning this battle.... :(

m4f1050 09-22-2010 10:37 AM
Re: Stuck buttons
 
Exactly... Verizon is somehow taking the blame for this, which affects some of us that have the device and not their service.... Meh...

mr_valingo 09-27-2010 02:02 AM
Re: Stuck buttons
 
well i've skimmed through this thread and no one has mentioned why this happens. little dissappointed but i have disassembled my imagio and its just a piece of plastic between the metal button on the circuit board and the actual button we all see. this peice of plastic comes unglued and uncentered taking away the buttons "click". nothing is actually stuck down.

m4f1050 09-27-2010 08:04 AM
Re: Stuck buttons
 
Yeah, we use "stuck down" meaning it doesn't click.. It's not that it's stuck...LOL

makryger 09-27-2010 08:59 AM
Re: Stuck buttons
 
Just spoke to verizon, because im almost at my year warranty date, and my buttons have been slowly crapping out over time. (Still go the most important send and end buttons). I asked if this was a known issue, and they said "HTC has not reported this as an issue". And I'm like "well, you guys are the only phone carriers, so aren't you supposed to report to HTC if there is an issue?" Then she said, "well, verizon has hundreds of thousands of customers" and they can't keep track of a single issue on a single phone. Which I take as- this phone doesn't have enough customers, so its not an issue they are going to fix.

I can understand skepticism from phone companies about this being a big issue when you get one phone that has the problem, and then you get a new phone and the problem is solved. That's just a single random defect. But when you get one phone and it fails, and then you get a second phone, and it fails the same way, and you get a third phone and it fails the same way- that is not a random defect. That is a consistent manufacturing problem. I wish they would just acknowledge and replace our phones.

nsa_sailor 09-27-2010 11:58 AM
Re: Stuck buttons
 
In another eight to ten months all these phones will be is a paperweight in the back of your closet along with the past ten phones you've owned. All they (VZW & HTC) need to do it wait it out.

arthurwojcieski 10-25-2010 10:40 AM
Re: Stuck buttons
 
I found this to be a simple two minute fix, i followed the instructions of guy named TIGERHQ.
Simply peel back the button which has the problem by wedging a thin piece of material under it and lifting. This should not need to be forced greatly.
Under this button your should see a tear in a protective rubber "bubble" in this "bubble" you should notice a tiny black dot, this dot is in fact the button which is being pushed to activate the command. Around this button you should notice a small clear disk which has slipped off the black dot. Center this disk on the black dot using either tweezers or a tooth pick. Now place a small amount of super glue around the underside of the button "flap" you peeled off at the beginning, make sure the glue does not reach the plastic disk nor the black dot.
Apply a tiny pit of pressure for the glue to adherer to phones frame and your ready to go.
Although this is not what TIGERHQ said word for word, all thanks and commendations must go to him.

dangjan 10-29-2010 04:31 AM
Re: Stuck buttons
 
Who have the drivers of HTC Imagio ? I lost the CD. Thanks!

Magickly 12-02-2010 10:06 PM
Re: Stuck buttons
 
Thanks to TigerHQ, I too successfully fixed my crappy button. Yes, it was the damn slippery POS disc!

My tip: I had some universal screen protectors that are kinda thick, almost as thick as original disc. Can likely be used to outright replace the disc if you lose or break yours.

I cut a small square piece of the SP & placed it sticky side down on top of the circle
but overlapping a bit on all sides. This reinforced the disc in the right spot over the button. I then dabbed a tiny bit of superglue on the ends of overlap piece, rather than the round disc (Me & superglue have a nasty relationship :) This way, less likely to glue the button mechanism & destroy function.

I used sticky clear waterproof surgical glue (like eyelash glue) to reconnect silicon skin piece & attach to screen protector. I let set a couple of minutes & verified button functionality. Button works perfect now!!!!!!!!!
I then dotted superglue around bezel edges of plastic & weighted w/AA batt & 3 nickels for a more permanent hold.

Gonna go thank his post now :)


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