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Posted Jan 24, 2013
11:31:34 PM
HTC One X problems: AT&T and HTC keep pointing fingers!
I've had my HTC One X for only a few months. I started having problems with my first One X about two months in to the contract, so it was too late to return it.
My phone delays incoming messages, and locks up to where I can't receive phone calls. This happens atleast once every day for a few hours. It only unlocks if I make a phone call or send a text. I feel as though I have to make pointless phone calls and send pointless texts just to get my phone to wake up.
I thought it was an issue with the phone, so they perform two resets on my phone. When it didn't work, AT&T then sent me a refurbished one and I had to return my brand new one.
So the new one ends up working for a week, then has the same issue. I call AT&T, they tell me to call HTC's technical support, so I do.
The fellow tells me he's never heard this complaint, and says hes almost positive its a faulty sim card, and have to call AT&T to order another. So I order another, and a day after putting it in the phone and activating it, the same old thing happens.

At this point I'm extremely frustrated. I don't know what to do, or why according to both AT&T and HTC, I'm the only one having this problem. It's too late to return the phone, and I don't feel that after paying so much (bought before it was free), they don't want to try to go a bit further to figure the issue out instead of making me call each company endlessly. I don't care if the internet, apps, or music don't work since that's not what a phone is for. I just want to atleast get calls ans texts. Do you guys have any recommendations on how to go about this problem or have any of you had the same issue?

TL;DR: Two phones and two sim cards later, phone still doesn't receive calls and delays receiving texts randomly. HTC and AT&T keep blaming another for the problem. Help would be lovely.
I've had my HTC One X for only a few months. I started having problems with my first One X about two months in to the contract, so it was too late to return it.
My phone delays incoming messages, and locks up to where I can't receive phone calls. This happens atleast once every day for a few hours. It only unlocks if I make a phone call or send a text. I feel as though I have to make pointless phone calls and send pointless texts just to get my phone to wake up.
I thought it was an issue with the phone, so they perform two resets on my phone. When it didn't work, AT&T then sent me a refurbished one and I had to return my brand new one.
So the new one ends up working for a week, then has the same issue. I call AT&T, they tell me to call HTC's technical support, so I do.
The fellow tells me he's never heard this complaint, and says hes almost positive its a faulty sim card, and have to call AT&T to order another. So I order another, and a day after putting it in the phone and activating it, the same old thing happens.

At this point I'm extremely frustrated. I don't know what to do, or why according to both AT&T and HTC, I'm the only one having this problem. It's too late to return the phone, and I don't feel that after paying so much (bought before it was free), they don't want to try to go a bit further to figure the issue out instead of making me call each company endlessly. I don't care if the internet, apps, or music don't work since that's not what a phone is for. I just want to atleast get calls ans texts. Do you guys have any recommendations on how to go about this problem or have any of you had the same issue?

TL;DR: Two phones and two sim cards later, phone still doesn't receive calls and delays receiving texts randomly. HTC and AT&T keep blaming another for the problem. Help would be lovely.

HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 6:58:54 AM
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Find an AT&T only store in your area. Take it there, and politely request a new replacement, since it is still under warranty. It is unacceptable for AT&T to lock you into a contract when the AT&T branded phone provided is not working, with it's name on the product and the box, and it's own software locked on your phone. You should not have to call HTC. This is not the same as buying a TV from Best Buy and then calling the manufacturer of the TV.

Find an AT&T only store in your area. Take it there, and politely request a new replacement, since it is still under warranty. It is unacceptable for AT&T to lock you into a contract when the AT&T branded phone provided is not working, with it's name on the product and the box, and it's own software locked on your phone. You should not have to call HTC. This is not the same as buying a TV from Best Buy and then calling the manufacturer of the TV.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 7:05:16 AM
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Its not a problem with all One X's, as I've had one since release, and have never suffered the issues you described.  The problem is that after 30 days, you are given a refurb.  Which are by definition, phones that were returned due to defects or damage, and sometimes do not have everything repaired properly before being sent back out to customers.  Unfortunately, its not unusual to receive several defective refurbs, all with various or similar issues.  A very bad situation, I agree.  But these are the terms you agreed to when you bought the phone (regardless of whether you paid any attention to them or not).

 

You have 90 days to return a refurb for replacement.  Are you saying that you exceeded the 90 days?  It does not seem like it would have taken that long to realize the phone has the same issues as your old one.  If within the 90 days, I recommend sending it in for replacement.  Yes, you might get another with the same or other issues.  Or you might get one that works perfectly.  Its not ideal, but it may be the best you can do for now.

 

If you go through a few refurbs, and none of them are satisfactory, you might be able to complain and switch to a new brand/model of phone.  Its not the official policy, but I have heard on here and other forums of AT&T making that exception, particularly for longtime customers, or customers with multiple lines.

Its not a problem with all One X's, as I've had one since release, and have never suffered the issues you described.  The problem is that after 30 days, you are given a refurb.  Which are by definition, phones that were returned due to defects or damage, and sometimes do not have everything repaired properly before being sent back out to customers.  Unfortunately, its not unusual to receive several defective refurbs, all with various or similar issues.  A very bad situation, I agree.  But these are the terms you agreed to when you bought the phone (regardless of whether you paid any attention to them or not).

 

You have 90 days to return a refurb for replacement.  Are you saying that you exceeded the 90 days?  It does not seem like it would have taken that long to realize the phone has the same issues as your old one.  If within the 90 days, I recommend sending it in for replacement.  Yes, you might get another with the same or other issues.  Or you might get one that works perfectly.  Its not ideal, but it may be the best you can do for now.

 

If you go through a few refurbs, and none of them are satisfactory, you might be able to complain and switch to a new brand/model of phone.  Its not the official policy, but I have heard on here and other forums of AT&T making that exception, particularly for longtime customers, or customers with multiple lines.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 9:53:40 AM
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Edited by htcphoneman on Jan 25, 2013 at 10:05:18 AM

....

....

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 10:46:51 AM
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I just got off the phone with Technical Support and it seemed as though the only real thing they could do was send me another device, leaving me with my 3rd HTC One X. And again, the gentleman said he had never heard of the issue, even though I had browsed the web and apparently very few other users had the same issue.

I didn't mind recieving the refurbished device since I had chosen to wait a while to see if the problem went away or it was something that was in a software update, but time did not fix the problem. I did not exceed the 90 days with the refurbished device, which is why he was able to offer another.

I told him what you said, about how I may have to keep getting a device until I get one that isn't defective. He seemed a little uneasy about the thought, but he agreed that it may be best if I chose not to argue it with the warranty department. I don't like to attack people for stuff thats not their fault, so I guess I'll wait for the new device and if the problem continues, THEN take it up with the warranty department and see if we can work something out.

He said (and slightly hinted) that some had successfully disputed with the warranty department and were able to recieve a whole new device all together, but that it was not common. I have been with AT&T since it was Cingular, so I would hope that they would work with me on this issue since I've never had an issue like this since I had my Samsung Impression (which was later officially said to be a bad design and was discontinued rather quickly) about 3 or 4 years ago.

 

The new device is in transit, and I will try and keep you all posted if the issue continues. After doing a bit of research, some people said it may be because I browse on my phone and thats what causes it to lock up, others say it's the wifi, someone even said it may be airplane mode. But in the end, I guess we'll have to wait.

Thank you for your help.

I just got off the phone with Technical Support and it seemed as though the only real thing they could do was send me another device, leaving me with my 3rd HTC One X. And again, the gentleman said he had never heard of the issue, even though I had browsed the web and apparently very few other users had the same issue.

I didn't mind recieving the refurbished device since I had chosen to wait a while to see if the problem went away or it was something that was in a software update, but time did not fix the problem. I did not exceed the 90 days with the refurbished device, which is why he was able to offer another.

I told him what you said, about how I may have to keep getting a device until I get one that isn't defective. He seemed a little uneasy about the thought, but he agreed that it may be best if I chose not to argue it with the warranty department. I don't like to attack people for stuff thats not their fault, so I guess I'll wait for the new device and if the problem continues, THEN take it up with the warranty department and see if we can work something out.

He said (and slightly hinted) that some had successfully disputed with the warranty department and were able to recieve a whole new device all together, but that it was not common. I have been with AT&T since it was Cingular, so I would hope that they would work with me on this issue since I've never had an issue like this since I had my Samsung Impression (which was later officially said to be a bad design and was discontinued rather quickly) about 3 or 4 years ago.

 

The new device is in transit, and I will try and keep you all posted if the issue continues. After doing a bit of research, some people said it may be because I browse on my phone and thats what causes it to lock up, others say it's the wifi, someone even said it may be airplane mode. But in the end, I guess we'll have to wait.

Thank you for your help.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 10:51:02 AM
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I agree, that's pretty much where my frustration was coming from. I understand that At&t doesn't make or manufacture the phones, but to be having to go back and forth between HTC and At&t was getting overwhelming. It was pretty much a battle of "Well he sold the phone!" "Yeah, but they made it!" and it was a bit childish.

In the end, At&t are the people getting the majority of the money from my purchase, they are the ones that handle my contract, and they are the primary source of service, so I'd like to hope that they could handle the problem without directing me elsewhere.

 

I have another decive coming in the mail (my 3rd one) and I will see if the issues continue. Thank you for your help

I agree, that's pretty much where my frustration was coming from. I understand that At&t doesn't make or manufacture the phones, but to be having to go back and forth between HTC and At&t was getting overwhelming. It was pretty much a battle of "Well he sold the phone!" "Yeah, but they made it!" and it was a bit childish.

In the end, At&t are the people getting the majority of the money from my purchase, they are the ones that handle my contract, and they are the primary source of service, so I'd like to hope that they could handle the problem without directing me elsewhere.

 

I have another decive coming in the mail (my 3rd one) and I will see if the issues continue. Thank you for your help

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 10:55:32 AM
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ACE - Professor
Edited by redpoint73 on Jan 25, 2013 at 10:56:18 AM

Monallama wrote:

He said (and slightly hinted) that some had successfully disputed with the warranty department and were able to recieve a whole new device all together, but that it was not common.

 


The cases where I have heard AT&T let a person pick a new model of phone, the person had gone through multiple defective refurbs of the same device.  I'm talking 4 or 5, a few people I've heard of even more (like 7 or 8).  You just had one defective refurb (plus the defective new phone), so I agree to give AT&T another chance at least, before trying to twist their arm into getting a different phone.

 


Monallama wrote:

The new device is in transit, and I will try and keep you all posted if the issue continues. After doing a bit of research, some people said it may be because I browse on my phone and thats what causes it to lock up, others say it's the wifi, someone even said it may be airplane mode. But in the end, I guess we'll have to wait.


Browsing??? That's the silliest thing I've heard all week (and I've heard some silly things this week, trust me!).  I browse all the time on my One X, and have never had an issue like you describe.  Its a smartphone.  One of its primary functions is to browse the internet.

This is absolutely a hardware of software defect.  Don't let anyone tell you its anything you did.

 

 


Monallama wrote:

He said (and slightly hinted) that some had successfully disputed with the warranty department and were able to recieve a whole new device all together, but that it was not common.

 


The cases where I have heard AT&T let a person pick a new model of phone, the person had gone through multiple defective refurbs of the same device.  I'm talking 4 or 5, a few people I've heard of even more (like 7 or 8).  You just had one defective refurb (plus the defective new phone), so I agree to give AT&T another chance at least, before trying to twist their arm into getting a different phone.

 


Monallama wrote:

The new device is in transit, and I will try and keep you all posted if the issue continues. After doing a bit of research, some people said it may be because I browse on my phone and thats what causes it to lock up, others say it's the wifi, someone even said it may be airplane mode. But in the end, I guess we'll have to wait.


Browsing??? That's the silliest thing I've heard all week (and I've heard some silly things this week, trust me!).  I browse all the time on my One X, and have never had an issue like you describe.  Its a smartphone.  One of its primary functions is to browse the internet.

This is absolutely a hardware of software defect.  Don't let anyone tell you its anything you did.

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 11:13:07 AM
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Yeah, I always feel so terrible calling them about issues because I know that the fellow on the phone is never the one at fault, and I've never had to dispute anything as big as a brand new phone. Even then, I would have no idea how to go about it. I'm not one that honestly gets angry, just frustrated, and I'm sure the people I've talked to about my phone issue are thankful that I don't get pissy about it.

All I want is a functioning phone, something that makes and recieves calls. I grew up loving normal phones, so smart phones are just a treat for me.

I tried solving it on my own, and some solutions that people thought worked were absolutely crazy, like the browsing thing and airplane mode. I thought it was odd that this phone, being one of the best phones in the nation, wouldn't be able to recieve calls or texts while browsing or having wifi on. It just seemed odd.

 

I'm going to give this 3rd device a shot, hopefully it wont let me down. It's just honestly a huge hassle having to keep calling every week about the same problem. I'm sure I've spoken to everyone there atleast once. They even say that they have a whole essay of notes from every time I call. My family has been with them many years, though. So hopefully they understand where I'm coming from and try to work with me.

Yeah, I always feel so terrible calling them about issues because I know that the fellow on the phone is never the one at fault, and I've never had to dispute anything as big as a brand new phone. Even then, I would have no idea how to go about it. I'm not one that honestly gets angry, just frustrated, and I'm sure the people I've talked to about my phone issue are thankful that I don't get pissy about it.

All I want is a functioning phone, something that makes and recieves calls. I grew up loving normal phones, so smart phones are just a treat for me.

I tried solving it on my own, and some solutions that people thought worked were absolutely crazy, like the browsing thing and airplane mode. I thought it was odd that this phone, being one of the best phones in the nation, wouldn't be able to recieve calls or texts while browsing or having wifi on. It just seemed odd.

 

I'm going to give this 3rd device a shot, hopefully it wont let me down. It's just honestly a huge hassle having to keep calling every week about the same problem. I'm sure I've spoken to everyone there atleast once. They even say that they have a whole essay of notes from every time I call. My family has been with them many years, though. So hopefully they understand where I'm coming from and try to work with me.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 5:48:06 PM
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ACE - Professor

Out of curiosity, do you live in a 4G area?

Out of curiosity, do you live in a 4G area?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 25, 2013 9:34:13 PM
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My phone switches between 4g and 4g LTE. I'm not sure if it's relevant, but I always have the mobile network off since this phone uses a bunch of data for open apps and I have a very limited internet plan.

The guy I spoke with on the phone said I had really good connection where I live, so my issue kind of confused him.

My phone switches between 4g and 4g LTE. I'm not sure if it's relevant, but I always have the mobile network off since this phone uses a bunch of data for open apps and I have a very limited internet plan.

The guy I spoke with on the phone said I had really good connection where I live, so my issue kind of confused him.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 28, 2013 9:49:02 AM
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Edited by cooknkpl on Jan 28, 2013 at 9:50:25 AM

I went thru THREE One-X's, between July & December 2012, then AT&T's "solution" was to upgrade me to the One-X+ on 1/23.  Starting 1/26 I stated getting the SIM cared issue.  Now the added "insult to injury", is that I PAID for the One-X upgrade back in July, never had a stable phone and then had to pay AGAIN for the One-X+ upgrade!!!  So, essentially I paid for TWO upgrades and ended up with one phone...which now is having issues as well.

 

Although HTC has EXCELLENT (and US-based) customer service, (from which AT&T could learn a thing or 2 from), I have had it with BOTH.  Today, I will ONCE again get to go into the phone store, and enjoy the experience of some barely knowledgeable young salesman BEE-S me with his technical knowledge!

I went thru THREE One-X's, between July & December 2012, then AT&T's "solution" was to upgrade me to the One-X+ on 1/23.  Starting 1/26 I stated getting the SIM cared issue.  Now the added "insult to injury", is that I PAID for the One-X upgrade back in July, never had a stable phone and then had to pay AGAIN for the One-X+ upgrade!!!  So, essentially I paid for TWO upgrades and ended up with one phone...which now is having issues as well.

 

Although HTC has EXCELLENT (and US-based) customer service, (from which AT&T could learn a thing or 2 from), I have had it with BOTH.  Today, I will ONCE again get to go into the phone store, and enjoy the experience of some barely knowledgeable young salesman BEE-S me with his technical knowledge!

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 29, 2013 12:43:38 PM
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Edited by TVHappy on Jan 29, 2013 at 12:47:46 PM

I'm having the same exact issues along with my phone shutting down as if it's out of power -(even though it's been charged all night and the same texts coming out 2 or 3 times.) I thought I was just me it was happening to.

I'm having the same exact issues along with my phone shutting down as if it's out of power -(even though it's been charged all night and the same texts coming out 2 or 3 times.) I thought I was just me it was happening to.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 29, 2013 1:40:52 PM
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I just got my new device in the mail yesterday. That makes one new One X, and two refurbished that i've gone through. So far so good, but I cant get my hopes up yet since It takes more than overnight to see if It works. I have noticed the battery is a little sensitive, but I don't mind charging my phone in the car or overnight. I will keep you updated and will let you know how it goes.

I just got my new device in the mail yesterday. That makes one new One X, and two refurbished that i've gone through. So far so good, but I cant get my hopes up yet since It takes more than overnight to see if It works. I have noticed the battery is a little sensitive, but I don't mind charging my phone in the car or overnight. I will keep you updated and will let you know how it goes.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 29, 2013 1:42:58 PM
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Since you're an employee, what would you recommend me doing if this phone also happens to fail as well? I'm obviously going to want a new model if three of these end up working, but I don't see that it's very fair having to pay for a whole new phone when they're the ones supplying me with faulty devices.

Should I call, go in store, and what should I tell or ask the employees?

For some reason, every single time I call, they say they've never heard of my problem, even though it's fairly common...

Since you're an employee, what would you recommend me doing if this phone also happens to fail as well? I'm obviously going to want a new model if three of these end up working, but I don't see that it's very fair having to pay for a whole new phone when they're the ones supplying me with faulty devices.

Should I call, go in store, and what should I tell or ask the employees?

For some reason, every single time I call, they say they've never heard of my problem, even though it's fairly common...

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 29, 2013 8:07:50 PM
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My own personal advice, should you have any more trouble (hopefully not), is to make a visit to one of the stores and let them know you're having more trouble. It seems to be a huge help if they can take a look at the phone and read thru the history and talk with you about your experience.

 

I chatted online with an agent after I posted and we went thru all the diagnostic testing and everything checked out fine. My next step is to go into the store and pick up a new SIM card and see if that helps fix the issue. (Even though I work for AT&T we still have to go through all the testing steps and channels for troubleshooting.)  I have also asked my family and friends to leave a message if they by chance happen to go straight  to voicemail so that I can have it documented.

 

 

Hope that helps!

My own personal advice, should you have any more trouble (hopefully not), is to make a visit to one of the stores and let them know you're having more trouble. It seems to be a huge help if they can take a look at the phone and read thru the history and talk with you about your experience.

 

I chatted online with an agent after I posted and we went thru all the diagnostic testing and everything checked out fine. My next step is to go into the store and pick up a new SIM card and see if that helps fix the issue. (Even though I work for AT&T we still have to go through all the testing steps and channels for troubleshooting.)  I have also asked my family and friends to leave a message if they by chance happen to go straight  to voicemail so that I can have it documented.

 

 

Hope that helps!

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 29, 2013 10:03:26 PM
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Well, unfortunatley I have gone through every single step that they have to offer. New sim, every reset, new device... I've only had the replacement device for 24 hours and it's already having the same issues. The only option I have left is doing an early upgrade. I'm extremely angry and I will not be doing service with AT&T in the future. 

There is no reason for me to have to buy a new phone all together just because they keep providing me with faulty devices. They have given no compensation at all toward my issue. I understand that I signed a contract, but i'm pretty sure that somewhere in the fine print, it says they were supposed to supply me with a functioning phone.

Thank you for your help.

Well, unfortunatley I have gone through every single step that they have to offer. New sim, every reset, new device... I've only had the replacement device for 24 hours and it's already having the same issues. The only option I have left is doing an early upgrade. I'm extremely angry and I will not be doing service with AT&T in the future. 

There is no reason for me to have to buy a new phone all together just because they keep providing me with faulty devices. They have given no compensation at all toward my issue. I understand that I signed a contract, but i'm pretty sure that somewhere in the fine print, it says they were supposed to supply me with a functioning phone.

Thank you for your help.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jan 30, 2013 5:34:45 PM
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ACE - Professor

Not to be a wet blanket, but the contract is just for voice service.  AT&T doesn't have to provide a device at all, and they don't in many cases (as in my third line).  The manufacturer has set up a warranty on your device, and they have a duty to make you whole.  AT&T can and will be the middle man in some cases, but they are not the ones that actually guarantee your device.

Not to be a wet blanket, but the contract is just for voice service.  AT&T doesn't have to provide a device at all, and they don't in many cases (as in my third line).  The manufacturer has set up a warranty on your device, and they have a duty to make you whole.  AT&T can and will be the middle man in some cases, but they are not the ones that actually guarantee your device.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 5, 2013 1:04:56 PM
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Monallama wrote:

Well, unfortunatley I have gone through every single step that they have to offer. New sim, every reset, new device... I've only had the replacement device for 24 hours and it's already having the same issues. The only option I have left is doing an early upgrade. I'm extremely angry and I will not be doing service with AT&T in the future. 

There is no reason for me to have to buy a new phone all together just because they keep providing me with faulty devices. They have given no compensation at all toward my issue. I understand that I signed a contract, but i'm pretty sure that somewhere in the fine print, it says they were supposed to supply me with a functioning phone.

Thank you for your help.


I'm so sorry you continue to have issues with this phone. 

 

I know you've been through a lot but I'd like to see if there is any other resolutions we haven't looked in to. Will you  please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you? Please reference this thread (copy/paste the link) in your PM so they have all the info to help. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Monallama wrote:

Well, unfortunatley I have gone through every single step that they have to offer. New sim, every reset, new device... I've only had the replacement device for 24 hours and it's already having the same issues. The only option I have left is doing an early upgrade. I'm extremely angry and I will not be doing service with AT&T in the future. 

There is no reason for me to have to buy a new phone all together just because they keep providing me with faulty devices. They have given no compensation at all toward my issue. I understand that I signed a contract, but i'm pretty sure that somewhere in the fine print, it says they were supposed to supply me with a functioning phone.

Thank you for your help.


I'm so sorry you continue to have issues with this phone. 

 

I know you've been through a lot but I'd like to see if there is any other resolutions we haven't looked in to. Will you  please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you? Please reference this thread (copy/paste the link) in your PM so they have all the info to help. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 6, 2013 7:11:58 AM
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AT&Ts name is on the front of my phone. AT&Ts name is on it when I boot up. AT&Ts software is all over it. As far as I am concerned, this is an AT&T phone, manufactured by a company called HTC. I can only use it on the AT&T network, until my contract expires. It would be the same as buying a TV at Best Buy, that had Best Buy on the front, said Best Buy when you turned it on, had video streaming software call Best Buy Video or something, and you had to use it on Best Buy cable network, even though Toshiba made it. You would expect help from Best Buy. It's also like calling the manufacturer of a PC component, in a name brand pre-built PC. They would tell you to call the name of the PC on the front, like HP or Lenovo.

AT&Ts name is on the front of my phone. AT&Ts name is on it when I boot up. AT&Ts software is all over it. As far as I am concerned, this is an AT&T phone, manufactured by a company called HTC. I can only use it on the AT&T network, until my contract expires. It would be the same as buying a TV at Best Buy, that had Best Buy on the front, said Best Buy when you turned it on, had video streaming software call Best Buy Video or something, and you had to use it on Best Buy cable network, even though Toshiba made it. You would expect help from Best Buy. It's also like calling the manufacturer of a PC component, in a name brand pre-built PC. They would tell you to call the name of the PC on the front, like HP or Lenovo.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 6, 2013 8:15:17 AM
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This is why HTC profits are going in the toilet. Crappy products..

This is why HTC profits are going in the toilet. Crappy products..

I think there are giant mushrooms. That visit earth in intergalactic spaceships,spying on us.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 6, 2013 12:06:42 PM
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htcphoneman wrote:

AT&Ts name is on the front of my phone. AT&Ts name is on it when I boot up. AT&Ts software is all over it. As far as I am concerned, this is an AT&T phone, manufactured by a company called HTC. I can only use it on the AT&T network, until my contract expires. It would be the same as buying a TV at Best Buy, that had Best Buy on the front, said Best Buy when you turned it on, had video streaming software call Best Buy Video or something, and you had to use it on Best Buy cable network, even though Toshiba made it. You would expect help from Best Buy. It's also like calling the manufacturer of a PC component, in a name brand pre-built PC. They would tell you to call the name of the PC on the front, like HP or Lenovo.


It's your prerogative to expect help wherever you wish.  However if you aren't getting the results that you want, you may want to consider an alternative.

 


htcphoneman wrote:

AT&Ts name is on the front of my phone. AT&Ts name is on it when I boot up. AT&Ts software is all over it. As far as I am concerned, this is an AT&T phone, manufactured by a company called HTC. I can only use it on the AT&T network, until my contract expires. It would be the same as buying a TV at Best Buy, that had Best Buy on the front, said Best Buy when you turned it on, had video streaming software call Best Buy Video or something, and you had to use it on Best Buy cable network, even though Toshiba made it. You would expect help from Best Buy. It's also like calling the manufacturer of a PC component, in a name brand pre-built PC. They would tell you to call the name of the PC on the front, like HP or Lenovo.


It's your prerogative to expect help wherever you wish.  However if you aren't getting the results that you want, you may want to consider an alternative.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 11, 2013 12:26:40 PM
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It's with regret to HTC One X users that I have to report that, I actually ended up getting rid of the phone.

I recieved my third refurbished device, and not even a full 24 hours after having it, it began to have the same exact issue. I hadn't even mailed out the previous one, so I had two defective devices.

My solution?

I went to the AT&T store that I bought the phone at. I had an upgrade on another line, but I thought it was unfair to have to pay for another device after having recieved 3 defective ones. So, what the gentleman did is offer to take it in on trade.

What he did was appraise my phone to see how much the phone was worth. The device I traded in was the refurbished HTC One X that I had recieved in replacement for the previous refurbished one I had. He valued it at $145.

This left me with $145 dollars to choose another phone. I chose the Nokia Lumia 920, and since it was priced at $99, I ended up with some money in my pocket.

 

I know it's not the best solution since not everyone may have an upgrade, but it was a helpful solution and I did not have to pay anything out of pocket. If you have an upgrade, or someone else on your plan has an upgrade, I recommend taking it to the store and trading it in for a new device. My new phone has been working perfectly with no issues. The gentleman in the store said that the HTC One X did have some hardware flaws, so that may have been why I was experiencing so many problems.

 

I hope that was of some help. If you see issues with your phone, please contact AT&T asap and let them know the problem, and fight for a solution! I was extremely fortunate to be able to cross upgrade.

It's with regret to HTC One X users that I have to report that, I actually ended up getting rid of the phone.

I recieved my third refurbished device, and not even a full 24 hours after having it, it began to have the same exact issue. I hadn't even mailed out the previous one, so I had two defective devices.

My solution?

I went to the AT&T store that I bought the phone at. I had an upgrade on another line, but I thought it was unfair to have to pay for another device after having recieved 3 defective ones. So, what the gentleman did is offer to take it in on trade.

What he did was appraise my phone to see how much the phone was worth. The device I traded in was the refurbished HTC One X that I had recieved in replacement for the previous refurbished one I had. He valued it at $145.

This left me with $145 dollars to choose another phone. I chose the Nokia Lumia 920, and since it was priced at $99, I ended up with some money in my pocket.

 

I know it's not the best solution since not everyone may have an upgrade, but it was a helpful solution and I did not have to pay anything out of pocket. If you have an upgrade, or someone else on your plan has an upgrade, I recommend taking it to the store and trading it in for a new device. My new phone has been working perfectly with no issues. The gentleman in the store said that the HTC One X did have some hardware flaws, so that may have been why I was experiencing so many problems.

 

I hope that was of some help. If you see issues with your phone, please contact AT&T asap and let them know the problem, and fight for a solution! I was extremely fortunate to be able to cross upgrade.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 14, 2013 11:10:31 AM
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I have been a customer of ATT for 10 - 15 years.  I started with a Samsung phone, phone calls were not being recieved, and I started the process of changing the SIM, then changing the phone to an HTC one, experienced the same problems.  It was then too late to return the phone.  I am angry that ATT continues to sell the product when there is a known issue.  I wrote to ATT stockholder services, warning of stock depreciation once this issue becomes new worthy.  Of course, they just referred me to customer service.  I have always received excellent customer service from ATT, but this is unacceptable.  I am not imagining my problems and neither are the other people writing in here.  I refuse to go throught the process of returning my phone just to have the same problem as the others on this forum.  I switched back to my old Iphone I had before the upgrade and of course I don't have the problem anymore.  So now my HTC phone sits here, not being used.  This is not fair ATT.

I have been a customer of ATT for 10 - 15 years.  I started with a Samsung phone, phone calls were not being recieved, and I started the process of changing the SIM, then changing the phone to an HTC one, experienced the same problems.  It was then too late to return the phone.  I am angry that ATT continues to sell the product when there is a known issue.  I wrote to ATT stockholder services, warning of stock depreciation once this issue becomes new worthy.  Of course, they just referred me to customer service.  I have always received excellent customer service from ATT, but this is unacceptable.  I am not imagining my problems and neither are the other people writing in here.  I refuse to go throught the process of returning my phone just to have the same problem as the others on this forum.  I switched back to my old Iphone I had before the upgrade and of course I don't have the problem anymore.  So now my HTC phone sits here, not being used.  This is not fair ATT.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Feb 14, 2013 2:51:23 PM
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Hi dandaa,

 

We received your private message with your contact information and one of our managers will be in touch.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Hi dandaa,

 

We received your private message with your contact information and one of our managers will be in touch.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Mar 2, 2013 9:02:02 AM
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Same issues and tried fixes. My texts are still late, missed calls that I don't know are coming, missed so many important things, and att has no fix, and no care it seems. I call and they do the same troubleshooting over and over, knowing this is a problem with all the HTC one x phones. It's all over HTC. Along with the sim card missing issue that can be fixed with tape so, at least one issue solved. Hope to have a working phone soon since I pay a fairly decent amount monthly to this company and left a company of ten years for you.
Same issues and tried fixes. My texts are still late, missed calls that I don't know are coming, missed so many important things, and att has no fix, and no care it seems. I call and they do the same troubleshooting over and over, knowing this is a problem with all the HTC one x phones. It's all over HTC. Along with the sim card missing issue that can be fixed with tape so, at least one issue solved. Hope to have a working phone soon since I pay a fairly decent amount monthly to this company and left a company of ten years for you.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Mar 2, 2013 11:48:41 AM
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Just checked in here and seen this post.

 

I too have had the same problem with my HTC (Vivid) not getting emails and as you put it wake up the phone. After many minutes OF WASTED time with so called tech help, I have given up and waiting for the contract to end and xtart checking ALL MY OPTIONS! They wanted my to put out 200 bucks for another refurbished phone to see if that solves my problem. I have not called back because to me that is a run around not a fix of the problem.

 

Hope you have gotten your problem resolved, I won't because I can't stand the run around and people that don't understand thier job with out a manual on how to turn it on!

Just checked in here and seen this post.

 

I too have had the same problem with my HTC (Vivid) not getting emails and as you put it wake up the phone. After many minutes OF WASTED time with so called tech help, I have given up and waiting for the contract to end and xtart checking ALL MY OPTIONS! They wanted my to put out 200 bucks for another refurbished phone to see if that solves my problem. I have not called back because to me that is a run around not a fix of the problem.

 

Hope you have gotten your problem resolved, I won't because I can't stand the run around and people that don't understand thier job with out a manual on how to turn it on!

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Mar 2, 2013 6:14:18 PM
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No fix and they wanted me to early upgrade for a price. I refused. I'm hoping HTC will listen and find a fix. It's very ridiculous. I refuse to factory reset anymore. I'll change sim and have them reset network, but that's still not fixing my missed calls and texts. It causes a lot of issues.
No fix and they wanted me to early upgrade for a price. I refused. I'm hoping HTC will listen and find a fix. It's very ridiculous. I refuse to factory reset anymore. I'll change sim and have them reset network, but that's still not fixing my missed calls and texts. It causes a lot of issues.

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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May 30, 2013 10:35:57 PM
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Been lurking here for answers forever but never post. Now...after having yet more problems w my one x+,I cannot stay quiet. After being an iPhone lover, I switched to HTC some years back w the inspire and NEBER had one problem. I was so excited when this FLAGSHIP new one came. Now I am so disgusted that I am thinking of breaking contract after years w ATT. After two returns of this phone in one week, 3 different SIMs and a trip to some shady looking dude that kept my Fone three days but somehow managed to get it working...sighs...last nite it just went blank outta blue...when I got it to finally come back on,an hour later,it was in freakn safe mode. And no I had not been downloading anything ect. So I went ahead and factory reset in a panic. Took all day to kinda get it alright. Now it will not connect to my home WiFi which I have never had a problem with. I am literally so upset that I am contemplating a 10 smart prepaid...these smart fones r getting dumber by the day...I love my smart fones and always have but Samsung and HTC r in such competition that they r popping them out too fast. No quality in quantity...my rant...thanx for listening...

Been lurking here for answers forever but never post. Now...after having yet more problems w my one x+,I cannot stay quiet. After being an iPhone lover, I switched to HTC some years back w the inspire and NEBER had one problem. I was so excited when this FLAGSHIP new one came. Now I am so disgusted that I am thinking of breaking contract after years w ATT. After two returns of this phone in one week, 3 different SIMs and a trip to some shady looking dude that kept my Fone three days but somehow managed to get it working...sighs...last nite it just went blank outta blue...when I got it to finally come back on,an hour later,it was in freakn safe mode. And no I had not been downloading anything ect. So I went ahead and factory reset in a panic. Took all day to kinda get it alright. Now it will not connect to my home WiFi which I have never had a problem with. I am literally so upset that I am contemplating a 10 smart prepaid...these smart fones r getting dumber by the day...I love my smart fones and always have but Samsung and HTC r in such competition that they r popping them out too fast. No quality in quantity...my rant...thanx for listening...

Sent from the absolute worst HTC has to offer...One X +... THE flagship...ha...

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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Jun 15, 2013 8:28:07 AM
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I too have been having these and other problems!  I paid alot of money for what was being called a superphone and I feel like I've been duped.  At first the phone worked great, I picked it over the GSIII and was happy with my decision.  Then, I started having the sim card issue, I fixed it by putting 2 pieces of scotch tape on the back of it to make it contact better and it worked.  All the while I was having the problem of people calling and it going straight to voicemail, I figured it was just a fluke.  Then I got the Jellybean update and that's when everything really started getting screwy!  The keyboard got super glitchy where everytime I tried to type the feedback would get goofy, it would pause or the keyboard would disappear or when i would try to type on the bottom row of letters it would hit the space bar.  I litterally could not type a message without having to stop and back up over and over to the point that I just wanted to throw the phone.  If you tried to recalibrate the keyboard it would screw up the on screen keyboard where it woulb be bunched up and missing letters, then I would have to go in and reset the calibration and then restart the phone.  Finally I downloaded the Android keyboard and it helps but i still have some problems with the bottom row sensitivity.  Of course i have the standard wifi issues and the weird battery issues.  I contacted HTC about it and they ran me through some of the standard stuff and then one of the techs basically said "sorry" and closed my ticket.  I blew up and sent an email to Peter Chou's email address and filled out my survey with one star and complained in the comments.  That prompted a call from HTC's customer service but got me the same response.  The told me to send my phone in and in 7-10 days they would send it back.  So here I am, with a phone that I feel like I got suckered into, angry at AT&T and HTC for the next year till I can upgrade again.  Oh, wait, AT&T just changed their upgrade cycle to 24 month from 20 months.  I guess I'm stuck with it for a year and 4 months...

I too have been having these and other problems!  I paid alot of money for what was being called a superphone and I feel like I've been duped.  At first the phone worked great, I picked it over the GSIII and was happy with my decision.  Then, I started having the sim card issue, I fixed it by putting 2 pieces of scotch tape on the back of it to make it contact better and it worked.  All the while I was having the problem of people calling and it going straight to voicemail, I figured it was just a fluke.  Then I got the Jellybean update and that's when everything really started getting screwy!  The keyboard got super glitchy where everytime I tried to type the feedback would get goofy, it would pause or the keyboard would disappear or when i would try to type on the bottom row of letters it would hit the space bar.  I litterally could not type a message without having to stop and back up over and over to the point that I just wanted to throw the phone.  If you tried to recalibrate the keyboard it would screw up the on screen keyboard where it woulb be bunched up and missing letters, then I would have to go in and reset the calibration and then restart the phone.  Finally I downloaded the Android keyboard and it helps but i still have some problems with the bottom row sensitivity.  Of course i have the standard wifi issues and the weird battery issues.  I contacted HTC about it and they ran me through some of the standard stuff and then one of the techs basically said "sorry" and closed my ticket.  I blew up and sent an email to Peter Chou's email address and filled out my survey with one star and complained in the comments.  That prompted a call from HTC's customer service but got me the same response.  The told me to send my phone in and in 7-10 days they would send it back.  So here I am, with a phone that I feel like I got suckered into, angry at AT&T and HTC for the next year till I can upgrade again.  Oh, wait, AT&T just changed their upgrade cycle to 24 month from 20 months.  I guess I'm stuck with it for a year and 4 months...

Re: HTC One X problems: AT&T and HTC keep pointing fingers!

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