Email response from Jerry Adriano (Sprint's VP of Customer Experience)

[dishe]

Originally Posted by shaun0207

Its a good start, to helping slove this problems. Like I said before post more petitions to Sprint, maybe send the same letters to the BBC.

British Broadcast Channel?

Oh, you probably meant the BBB...
heh.

[Musicman247]

We were told by Sprint to keep the phone and wait for the update that never came (not counting the update that completely broke the thing).

[Thesian]

Memory leak? where?

BT? sounds like shoddy HTC software. Fixed for the touch I hear.

Sprint told you to wait? get me that techs name. seriously. PM it to me. That's the most rediculous thing I've ever heard. wait for the update... i'd have said "can I get my refund in cash please?"

I mean come on... what happened to buyers being responsible for their mistake.

class action lawsuit? why? cause your upset.

i'll sell you mogul. I love it. seriously. works great with no "tweaks"

[EtherealRemnant]

Originally Posted by Thesian

Memory leak? where?

BT? sounds like shoddy HTC software. Fixed for the touch I hear.

Sprint told you to wait? get me that techs name. seriously. PM it to me. That's the most rediculous thing I've ever heard. wait for the update... i'd have said "can I get my refund in cash please?"

I mean come on... what happened to buyers being responsible for their mistake.

class action lawsuit? why? cause your upset.

i'll sell you mogul. I love it. seriously. works great with no "tweaks"

If I ever spoke to you on the phone, I'd be hanging up.

This is the exact problem with Sprint customer service - they hire people like you that sit there and want to deny that anything is Sprint's fault and push it all off on the customer, without even acknowledging that EVEN HTC SAYS THERE IS A PROBLEM WITH THE DEVICE!

[Tenny]

Originally Posted by Thesian

Memory leak? where?

BT? sounds like shoddy HTC software. Fixed for the touch I hear.

Sprint told you to wait? get me that techs name. seriously. PM it to me. That's the most rediculous thing I've ever heard. wait for the update... i'd have said "can I get my refund in cash please?"

I mean come on... what happened to buyers being responsible for their mistake.

class action lawsuit? why? cause your upset.

i'll sell you mogul. I love it. seriously. works great with no "tweaks"

You have to be kidding me.

Memory leak, turn the phone on, use it for an hour opening and closing programs that you would typically open, then go to the task manager and close all programs.. You have significantly less memory I am almost positive. Now how much is significantly? That is relative, but considering we only start out with 24mb, that is a good amount.

Bluetooth, which firmware do we want to talk about? 2.08/2.09 no one can understand half the words you say after you talk for a 3 minutes. 2.16 turns off after every call, and if you try and turn it back on then the phone freezes continues to talk through the handset, and you have to restart it. Grats to HTC / Sprint if it's fixed for the touch. Please explain to me how that helps me? Oh wait it doesn't. Maybe in the future it will, but we are not in the future yet, so I don't care.

Buyers are responsible for their product. If you buy a car with 100hp, you are not going to complain that it only has 100hp and you want 300hp. But if you buy a car that is advertised with 222hp, and it turns out with 200 (see RX-8 ), the car company fixes the problem for you, by either buying it back at full price, or giving you 3 years of free maintenance. Same thing here, Sprint advertised the phone with blue tooth, and many pda functions, and yet they don't work, so it's Sprints (not HTC, as Sprint was the one that sold it to us) responsibility to fix the problem at hand, by either rebuying it, offering us exchanges, or whatever.

People only talk of Class Action lawsuits as they have serious problems with the phone, and sprint isn't willing to do anything about it. Whether one will go through or not I don't know, but I would defiantly sign up for one as this is just not acceptable.

The Mogul has good potential, besides the fact it should have more ram. It can be a good phone, but most people on this forum doubt if it ever will. Sprint has failed three times on firmware updates to fix the basic problems, yet here we are, 5 months later with a phone that still doesn't work as advertised... and I haven't even gotten into the GPS / Rev. A issues. The Rev. A was promised as "Coming this fall", another blatant example of false advertisement.

It's time for Sprint to step up to the plate, and take care of their customers.

[bigray327]

And that, ladies and gentlemen, is exactly why we're never going to see a fix for this POS device. Sprint already has your money, and that's pretty much all they care about. "Problem? What problem?"

[Musicman247]

Reminds me of the Treo 700p fiasco.

[Musicman247]

hear hear!

[Thesian]

I'm an instore tech for a corporate store.

The memory leak is the caching program and I have no issue with it after using my phone all day with a Stock ROM (2.09) and running the touch today screen app.

I use my bluetooth all day. Talk for hours on it.

No customers come into my store or any of the other stores I work with experiencing this issue.

Does that mean its in your head? No. Does that make it Sprints fault or issue? Not necessarily.

I don't have your money. I'm one guy. I'm not on the phone with you. I'm talking to you outside my capacity at Sprint.

I'm sorry to say that I think some of you are off base.

For those of you that think your justified, well, thats your right.

I say buy something else if your not happy.

Thats all I'm saying. Make your money speak for you. Stick it to Sprint. Go to Verizon, or Altell. Show Sprint how they messed up.

I think you'll only be happy that you acted, but not satified with the outcome.

But who am I. I'm just some dude. So what do I know. Really? Nothing.

[krohnjw]

Originally Posted by Thesian

I'm an instore tech for a corporate store.

The memory leak is the caching program and I have no issue with it after using my phone all day with a Stock ROM (2.09) and running the touch today screen app.

I use my bluetooth all day. Talk for hours on it.

No customers come into my store or any of the other stores I work with experiencing this issue.

Does that mean its in your head? No. Does that make it Sprints fault or issue? Not necessarily.

I don't have your money. I'm one guy. I'm not on the phone with you. I'm talking to you outside my capacity at Sprint.

I'm sorry to say that I think some of you are off base.

For those of you that think your justified, well, thats your right.

I say buy something else if your not happy.

Thats all I'm saying. Make your money speak for you. Stick it to Sprint. Go to Verizon, or Altell. Show Sprint how they messed up.

I think you'll only be happy that you acted, but not satified with the outcome.

But who am I. I'm just some dude. So what do I know. Really? Nothing.

You can continue to deny that there are legitimate shortcomings based on what was advertised and with respect to the running software, but that doesn't change the fact that the issues are recognized by *Sprint* and *HTC* as problems.

Tier 1 and Tier 2 have both acknowledged to me on the phone that the horrible BT audio is a *known* issue and were both shocked with the fix for it was "no solution at this time". Tier 1 had to look it up, Tier 2 knew off of the top of his head. This was addressed in 2.16 and listed as a fix on the HTC website.

The alarm not functioning when the device goes to sleep - a know issue and a real PITA when traveling. An issue that was addressed in 2.16 and listed in the HTC website.

Lack of Rev A. when promised in Fall 07 - I know "It's coming".....we shall see when/if it does indeed come.

As we all know - 2.16 was an unmitigated disaster and was pulled from the HTC website. I spoke with Sprint regarding the new issues in 2.19 and their solution was to reinstall 2.09 and wait for a new image (Advice from Tier2 after Tier1 could not assist with the issues).


That's absolutely *outstanding* that your phone miraculously works flawlessly for you. As you can see, there are *many* people who experience terrible Bluetooth audio and obvious memory management issues.

I understand that memory is being cached for faster subsequent access to shared libraries - but when it reaches the point that I can't answer the phone if it happens to ring while I am opening / closing the screen (stuck on the redraw) then there's a problem with the scheduler not giving sufficient priority to the phone processes or not properly caching so that it has to swap out dirty pages and reload the necessary functions for the phone software.


If the BT driver from the touch can be ported over to the 6800 then we obviously have an issue with the BT driver / stack included with the 6800 ROMs. This isn't rocket science - it's software.

So far most of the techs I have spoken to on the phone have at least owned up to the fact that the device is *not* doing what I paid $585 for. It is mostly successful but has some significant flaws (BT and the memory management being the biggest) that make using the device a pain rather than a pleasure a lot of the time.


So, please, bury your head in the sand and continue to maintain that everyone else is messing up their devices and causing their own issues (although you can find them documented on phones with *zero* tweaks or changes after a hard reset here and on XDA) - I will hope that Sprint is still actively working with HTC to resolve these issues with the ROM.

In spite of your assertion - someone is at fault here. If HTC has provided flawed hardware, then it's HTC. If Sprint cannot create a truly functional ROM on the Windows Mobile base then it's Sprint (The Cingular 8125 works fine for 2 people in our office and this is a device running WM6 (came with WM5) with very similar hardware).

Regardless, Sprint has provided the phones and is the one who has to deploy them working as they were sold. Currently that is not the case for many users.