Vodafone's Legendary delay over HTC handset issues
Avid Bitterwallet reader Brian has been in touch about our dear friends at Vodafone, and their less-than-satisfactory efforts at solving an issue affecting potentially thousands of customers. As Brian explains on his blog:
I’m on the Vodafone network and had been using a good – if now long-in-the-tooth – Samsung Jet handset. I thought that with my upgrade looming I’d get myself an Android phone, rather than an iPhone - I plumped for the HTC Legend. To get it I had to up my tariff by a tenner a month to my absolute upper limit of what I wanted to pay each month but that I did.
While I’m impressed by the phone’s build quality and looks, I’m less than impressed by the phone’s performance. The Android OS itself is fine, but the Legend suffers from a really crappy signal, which, going by the Vodafone forums isn’t an isolated issue.
44 pages of complaints by other users of the HTC Legend with a similar story to tell; that the phone has an antennae fault that causes poor reception, signal loss and an inability to stream data at any reasonable speed.
The thread in the Vodafone forum was started on 21st April - so over six months ago. What are Vodafone doing about it? Nothing, it seems, apart from continuing to promise that staff are looking into the issue. Fixes have been suggested, from software updates to elderly SIM cards, yet none seem to restore signal speed and data connectivity. And according to forum posts, Vodafone have also been cherry-picking reviews of the handset left on their site, by moderating many that mention the problem.
The CEO's office has recently stated that after comprehensive testing, "the Legend did not react any differently to any other smart phone in these conditions", despite dozens of customer comments to the contrary - all those customers who bought the Legend and used it in all the same locations on the same network as their previous handset, are all wrong.
And because Vodafone say they can't find a fault but are still investigating, they're refusing to allow customers to exchange handsets without charge. The circumstances make it impossible to reach a deadlock situation with Vodafone, because they haven't reach any conclusions about the issue.
Vodafone have been investigating this issue for six months and are still stonewalling Brian and other customers, who have posted nearly 900 posts in the official forums, which have received 90,000 views. If you own or have owned a HTC Legend, have you experienced any issues with it? Let us know in the comments.