HTC Desire 2.2 software update problem

[Mustang]

Gently now . . this is my first post!
I have had a HTC Desire (brill phone) for around 6 months. After the first month I dropped it and got a small crack on the outer screen. No problem, the phones operation is not affected. Five months later I downloaded the 2.2 frodo update recommended by O2. The phone subsequently froze. This update has since been withdrawn by O2 because of this very problem. O2 says "no problem, we will fix it free of charge" then, having received the phone, they call me to say they want £397.86 to repair it ! Quoting that cos the screen is cracked it is not under warranty. I dont want a new screen, only the phone I had before their update buggered it. (can I say buggered?)
Are they trying to pull a fast one ? Has anyone else had an issue OR may be someone can offer some advice ?

[Saturday]

I suspect you're caught between to separate organisations: O2 and the company they use for repairs.

Write or email them saying that you want the phone returned in the condition they received it but with the update problem resolved i.e. you don't want the screen repaired. If you still get the runaround, escalate to O2 complaints.

[Mustang]

Thanks Saturday. The phone is already on its way back to me because I refused to pay up front for the repair. I shall take it into an O2 store to demand they fix the update problem. I only posted it to them in the first place cos over the phone thet told me they'd fix it no problem. I took some free advice from a solicitor who said if I can prove that it isnt the cracked screen that caused the problem then I have a case, possibly small claims court. If it comes back as I sent it I can do this as I can show that the screen is working fine, even with a crack. Thanks again bud. Rob.

[Mustang]

Hi Saturday.
I took my phone into my local O2 shop and they sympathized with me but said if they were to send the phone for repair that because the phone had already been logged, it would be returned the same. They gave me a complaints address to write to. THEN . . . someone suggested I do a hard reset, but, because I couldn't access my phones menu, I should do it via my volume button and my on/off button (see google). So I thought, nothing ventured, nothing gained and HEY PRESTO ! I now have my phone back and ofcourse I can re-download and apps that I have already paid for.

[Saturday]

Glad to hear you're now sorted but a shame you got messed around.

[Fonefixer]

It is always advisable to do a hard-reset when upgrading the firmware on a handset or if youre having other issues. In fact 99% of the service software I use at work will do it automatically - HTC, however, doesnt so you have to do it manually.

With regard to O2 what probably happened is that the service centre returned it as BER because of the damage and O2 tried charging you the full retail price for a new one. A handset that is damaged in any way "can" be refused warranty repairs. It honestly depends how bad the damage is. I personally am quite lenient in this respect


A cracked screen on your handset actually costs £79.80 (trade) and takes ten mins to fit.