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

[dishe]

Thesian, as I posted in my PM to you, some of us are are at Sprint's mercy here. We can't return a device without incurring loses because our 30 days are up and we're stuck in a contract.

Now, I'll agree that many people in here are off-base with their complaints- for example, the memory "issues" which by the way are due to a WM6 performance cache which I've posted about countless times. Some folks don't listen.

I can't say it much more - Its a function of the way WM6 uses the read/write cache to the memory. Sprint can't help, perhaps HTC can, but its really between MS and HTC who chose how the hardware is accessed. The device has very little memory to work with, but we knew what we were buying.

Now, that's not to say there isn't reason for angry consumers at all... there are some legitimate concerns (not memory related):

1) GPS capability - All rumors aside, the device was advertised as having GPS support on Sprint's website and paperwork. Some people rely on using TeleNav in a pinch, and then were told that the device supports no such thing, and the line was promptly taken out of their ads. Now, its possible that it was never supposed to have GPS at all, but it said it in the literature. At the very lease, this is false advertising on the part of Sprint. Not HTC, not MS, not the consumer... we didn't write those ads, but some of us bought into it (I use a bluetooth GPS puck personally). Now those folks are stuck with a device that doesn't do what it was advertised to do.
However, those folks could have returned it within their 30 days, so I have little sympathy for that complaint. I consider this the weakest of the problems.

1) EVDO REV A - Sprint claimed that this device would have Rev A by now. Some of us bought it thinking that is true (how silly, believing an ad). This is not law-suit material, but still false advertising, which should not be taken lightly. Many of us waited past our 30 day trial and can no longer return it without serious losses. Sprint should offer something to us (price break, out of contract, or at least admit they made a mistake).

2) Bluetooth. This is the biggest one. I've owned many many WM PPC's, and had no reason to beleive that this device would work any differently than other HTC phones. I had no idea BT didn't work properly when I bought it. When I called to complain about it, I was told that it is now a known issue and a fix will be released. I was very happy to hear that- it means that Sprint cares and is trying to do something about it!
So, I didn't switch back to my GSM phone, and stuck with Sprint (porting in my number to make it final).
Well guess what? It still doesn't work properly, and while it may not be Sprint's fault, they sold me the phone, with an empty promise that it would be fixed. Now, what are some of us supposed to do? We can't return it - the 30 days are long over, and what are we supposed to switch to?
Personally, I can't go back to my perfectly working GSM PPC phone because now I'm locked into Sprint. So, without a comparable device to switch to, Sprint sort of has us trapped and at their mercy.
Its not such a longshot to say that losses were incurred by this. So, a lawsuit is not unreasonable.

I wouldn't bother because I'm involved in the dev community and I've found workarounds for many of the problems to make it at least useable. Lawsuits are messy.

But I do beleive that there is reason. I think that many of the posters in that thread have the wrong reasons... But make no mistake- someone COULD do it and have a case.

[TurboFool]

You do realize that I can't leave Sprint without wasting the $475 I spent on my phone and paying cancellation fees on it? You realize I can't switch to a different phone on Sprint (there's nothing comparable) without wasting the $475 I spent on this one and incurring the full price (since I used my 1-year discount already) of a new phone? I can't stick it the Sprint, because they've stuck it to me.

I bought a phone from Sprint that was advertised to do certain things, and it was assured that regular firmware updates would improve matters, introduce features, and fix problems. So far the firmware updates have merely unlocked the ability for me to give Sprint more of my money, and introduced new flaws. I don't see how it's not fair for me to be bothered with Sprint.

[Tenny]

Thesian, despite you feel that the phone is perfect and has no problems at all, along with a few of the technical support people I have talked to over the phone, there is problem. I've never had a phone that had this many issues. The fact that there are so many people complaining, the fact that HTC / Sprint admits problems, goes to prove that there are problems. Now whether you are just saying stuff, or you actually have a phone that works flawlessly for whatever reason we don't know, but denying the fact that there are problems make you look like a ...

Krohnjw; You said that if it's a hardware problem, then it's HTC's fault. While I realize that they may have made it poorly, it's still not their fault. It is Sprint's problem, as they are the one that sold the phone to us. Now Sprint has to address the issue with HTC, and I am sure Sprint has a good amount of power at HTC and can put pressure on them to fix it.

Shuan0207; Yes, everyone needs to complain to the BBB & FCC. Both of those 'organizations' are to protect the consumer. I have already filed complaints with both of them last week.
Here is the FCC Form: http://svartifoss2.fcc.gov/cib/fcc475.cfm
Here is the BBB Form: https://odr.bbb.org/odrweb/public/GetStarted.aspx

I think the best thing we can do is make our voices heard, whether it's sending email to sprint daily with the same message, or filing formal complaints against them. Just sitting idle crying on a forum never gets much done unfortunately.

[Thesian]

You miss my point.

Did I say my phone works flawleessly? no.

I do at least 2 soft resets a day. but my phone doesn't lock up. I randomly do them just because.

a trick I learned from my palm 650, 700, ppc 6600, and 6700.

i'm sorry your bluetooth sucks.

yes, known issue.

Memory leak? *sigh*

my point is that all the petitions in the world mean nothing.

show sprint with your wallet!

but you just want whine and make sprint fix it.

that your whole plan ray? get her?

*sigh*

i'd like to help you.

i'm a tech so I can help people. honestly.

but I only see whiny people. take action. make a descion. or help me find a viable solution.

but not many do that... including me... *sigh*

i'm no better so i'm gone for now...

[weav4444]

Originally Posted by Thesian

You miss my point.

Did I say my phone works flawleessly? no.

I do at least 2 soft resets a day. but my phone doesn't lock up. I randomly do them just because.

a trick I learned from my palm 650, 700, ppc 6600, and 6700.

i'm sorry your bluetooth sucks.

yes, known issue.

Memory leak? *sigh*

my point is that all the petitions in the world mean nothing.

show sprint with your wallet!

but you just want whine and make sprint fix it.

that your whole plan ray? get her?

*sigh*

i'd like to help you.

i'm a tech so I can help people. honestly.

but I only see whiny people. take action. make a descion. or help me find a viable solution.

but not many do that... including me... *sigh*

i'm no better so i'm gone for now...

You are a complete tool go away

[dishe]

^ Agreed.
We just explained that we're STUCK with this phone and plan, and he says just return it if you don't like it.

We some suggested a lawsuit, he said that's rediculous and its going too far. Then later said we just whine and don't do anything about it, and should be more proactive.
WTF?!

How about you suggest something? If you've got nothing helpful/useful to contribute, why the F are you here contradicting yourself?

"Mine works fine" ... "I didn't say its flawless, I reset twice a day" ... "Don't go too far" ... "Do something about it, don't just sit there"...
Wow, talk about mixed messages.

No wonder u work for sprint.

Look, I wasn't ratting on you or sprint like the rest of the folks in here until you started saying some of that stuff.
Dude, learn to keep your mouth shut.

[wickedklown]

Originally Posted by weav4444

You are a complete tool go away

ROFL .....and here I am throwing stats and numbers when I coulda just said that.

[KingGanon]

Originally Posted by Thesian

You miss my point.

Did I say my phone works flawleessly? no.

I do at least 2 soft resets a day. but my phone doesn't lock up. I randomly do them just because.

a trick I learned from my palm 650, 700, ppc 6600, and 6700.

i'm sorry your bluetooth sucks.

yes, known issue.

Memory leak? *sigh*

my point is that all the petitions in the world mean nothing.

show sprint with your wallet!

but you just want whine and make sprint fix it.

that your whole plan ray? get her?

*sigh*

i'd like to help you.

i'm a tech so I can help people. honestly.

but I only see whiny people. take action. make a descion. or help me find a viable solution.

but not many do that... including me... *sigh*

i'm no better so i'm gone for now...

im also a tech, but unlike you i can't agree with anything your saying. if i buy a phone from sprint, mind u we get discounts, so i got mine for 288.99 plus tax, and its does not do what it is advertised to do, then yes i have a problem with it. i get moguls in my store everyday, with the same issues. customers don't know that the phone has bluetooth issues, so they
come in thinking its the software, not to mention the phone runs slow. i really dont see how you can justify what is happening when all the evidence is presented to you. my favorite quote of your's is "show sprint your wallet" we have, by purchasing the phone. we also put our faith into sprint in this so called "evdo rev A" update that was supposed to be out by September. they told us all to wait, and we did. who's fault is that. you really should think about your "argument" before you try to present it to all of us, who do experience these problems. i doubt that your one phone is superior to all of ours. and your 2 soft resets a day because you just want to? i highly doubt that. no one resets their phone "because they want to." even you know that their are underlying problems with the phone, you just dont want to admit it. so in the end, good luck. i hope that sprint really makes you that happy that you have to stick up for them with an under-performing product.

[shaun0207]

Originally Posted by KingGanon

im also a tech, but unlike you i can't agree with anything your saying. if i buy a phone from sprint, mind u we get discounts, so i got mine for 288.99 plus tax, and its does not do what it is advertised to do, then yes i have a problem with it. i get moguls in my store everyday, with the same issues. customers don't know that the phone has bluetooth issues, so they
come in thinking its the software, not to mention the phone runs slow. i really dont see how you can justify what is happening when all the evidence is presented to you. my favorite quote of your's is "show sprint your wallet" we have, by purchasing the phone. we also put our faith into sprint in this so called "evdo rev A" update that was supposed to be out by September. they told us all to wait, and we did. who's fault is that. you really should think about your "argument" before you try to present it to all of us, who do experience these problems. i doubt that your one phone is superior to all of ours. and your 2 soft resets a day because you just want to? i highly doubt that. no one resets their phone "because they want to." even you know that their are underlying problems with the phone, you just dont want to admit it. so in the end, good luck. i hope that sprint really makes you that happy that you have to stick up for them with an under-performing product.

Thank You. At least one of Sprint techs has common sense.

[The Doctor]

Rumors at XDA that the big update will be here before Dec.
Rumor.
If I were Sprint I would want to provide this update by Dec. in response
to my previous mistakes and resulting bad press.