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Help HTCSense.com...anyone got it ALL working yet?

lol i guess as manufacturers they're pretty much on top of their game, but when it comes to direct customer interaction...they need a lil work

Hey HTC, if your reading this, happy for you guys to hire me to improve the end users experience/satisfaction :)

actually instead of the forums, can one of you guys get Quentyn or one of the writers on the main Phandroid site to post an article on this one? maybe a lil negativity will give HTC a lil kick up the ar$e :P
 
From HTCs facebook page just an hour ago:

"Nigredo Nex - HTC UK
Can you please explain when exactly are we going to get our HTCSense accounts to actually WORK? It has been months since the release of it and yet most of us haven't been able to use its full potential. After the recent maintenance of the website, most of us deleted their accounts so the phones could work without freezing and blocking all the time and now we cannot create new once! How can you let that happen? Such a big advertisement for this HTCSense... for what?!
about an hour ago
 
If you purchase the same car as your mate because of a great extra that he keeps bragging about that the manufacturer is pushing only to find it does not work or live up to expectations, would we not expect that manufacturer to repair, change, upgrade or modify it to keep us happy!? Of course they would.
 
Guys, I just been on another forum for HTCsense venting and found this very useful information on an app called Lookout which does pretty much the same as HTCsense with added virus checker. It is free apart from a few premuim features but its great to use until HTC get their act together. Just go to Market and download the app, sign up and setup. I just backed-up up my calls, photos and contacts and located the phone plus made the phone 'scream' which is making it ring loud to locate it if lost at home etc. Pure brill and worth having.


WWW.MYLOOKOUT.COM
 
I have been mailing HTC today, and every single reply failed to answer any questions I asked. I have now bullet pointed each separate query and asked to respond to each one!

Strangely they have stopped responding now. I did ask about compensation :-)
 
MrNike said:
Guys, I just been on another forum for HTCsense venting and found this very useful information on an app called Lookout which does pretty much the same as HTCsense with added virus checker. It is free apart from a few premuim features but its great to use until HTC get their act together. Just go to Market and download the app, sign up and setup. I just backed-up up my calls, photos and contacts and located the phone plus made the phone 'scream' which is making it ring loud to locate it if lost at home etc. Pure brill and worth having.


WWW.MYLOOKOUT.COM
Click to expand...

AMAZING!!!!!!

thanks very much love it.
 
El Kroket said:
Can you please be more specific about what's working??? If you're talking about the location finder, ring option, lock option,... this all worked before! The thing that has never really worked is the menubar with with your friends, contacts, footprints,...

And f#ck, I can't believe it's still not working after their few days of "maintenance".

Sad!
Click to expand...


Sorry i should have been more specific... For me i don't even see a menubar with friends contacts or footprints and i never have So i didn't even know that existed. As for the stuff i do see such as ring option, phone lock, call forwarding, message forwarding, erase phone, and phone location everything works now except for phone location which is kind of frustrating because it all worked before the site went down for maintanance. Seems to me like they are going backwards with this stupid site. What the hell were they down for maintanance for, I think all they did was wipe the dust off the servers.
 
big_mike said:
AMAZING!!!!!!

thanks very much love it.
Click to expand...

Not sure if you know, but Lookout has one great feature: it automatically turns on your gps to find the phones location and switches it off afterwards. So no matter if its off in the first place, it will still locate it!
 
Nigredo said:
same here :mad:
Click to expand...

Im glad im not the only one!

Its driving me nuts. The original guy who emailed me back didnt have a clue what i was even talking about when i referred to my HTC Sense account.

Sense is one of the reasons i got the DHD, but so far its been a poor show.
 
I have got some functionality back from the website today. :)

The phone ring, location and lock are all working for me again.
 
Well, I've only had my phone for 5 days and I have been looking through these forums with interest. Thank you everyone for all the battery help, I have now been running my phone all day and only 27% used. Awesome considering I got 8 hours the 1st time.

Anyway, all I get from HTC sense is
Your device is performing its initial sync with the service. This can sometimes take several hours, depending on how many contacts you have.


I have done about 3 syncs now and still this message. What a load of balls, love my phone, not impressed with HTC
 
Weirdest thing just happened. I pressed the "sync all" after not doing it for months. I normally just go into facebook/twitter/gmail and refresh it. Anyway as soon as i did this my phone locked itself via the remote HTCsense lock. I tried locking my phone this way about a month ago and it does it now..

Anyway so this has led me to believe that if i want anything to work i'm going to have to have automatic syncing on. Maybe some others should try this.
 
RED_ said:
Weirdest thing just happened. I pressed the "sync all" after not doing it for months. I normally just go into facebook/twitter/gmail and refresh it. Anyway as soon as i did this my phone locked itself via the remote HTCsense lock. I tried locking my phone this way about a month ago and it does it now..

Anyway so this has led me to believe that if i want anything to work i'm going to have to have automatic syncing on. Maybe some others should try this.
Click to expand...

That's correct, the automatic sync should be turned on otherwise none of the functions will work. It has always been like that, but I guess a lot of people don't know that. I personally think it's a shame you need to turn this on because it uses a lot of battery. They should work with some kind of push system...

Cheers
 
glad to see i'm not the only one. website is up and down sporadically the last days. interesting: i filed a "questionary" with htc complaining that their online service sucks. and guess what: it did not end in oblivion but instead i got contacted by some htc rep twice over the phone today. he argued that after deleting the account and also the phone service and re-subscribing it should be working. not that it did any good (still no improvement), i appreciate them tring ;-) regarding compensation: i wonder what they DO say should be the range of features of their service. since noone has ever seen it up an runing, i guess noone can really tell. at some point i hat the option to rin, wype, block, locate, divert call, divert messages, edit a basic profile. this does not include any footprint- or contact- or messaging-features as insinuated on the package/advertisement. so i'd appreciate it if you guys posted any new development.

another interesting fact: when i am trying to open the site on chrome browser, i end up in a loop before loging in. nothing works. in internet explorer i manage, after activating some compatibility feature, to login and see the site but cannot click anywhere (has no effect). only on firefox can i login, click, use some of the features. however, the above mentioned features are nowhere to be seen and the location map does not show - even though it diligently updates the time of last location everytime i push the button... weird!

cheers
 
if i may add up: this screenshot comes from a promo video by htc. i am actually missing - even when i can eventually get the site itself up and running (and that is IF!)

- the top menu bar (incl. footprints, people, messages etc)

- the map to locate the phone

- the missed calls listed underneath the map

do you guys see these functions?

HTC%20Sense%20Screenshot.jpg
 
I also e-mailed HTC myself about this.
They actually responded very fast and with a good friendly reply. It was nice that they actually read the full issue, and responded to each part of it. They didn't suggest I "Restart my phone", or if it was turned on.. all very good.

The issue is,.. that this is caused by very very shoddy quality assurance. It's one bug after another, it's not been tested properly. The QA guys won't be happy about this and should receive a roasting, I mean.. could they ever log in? What did they actually test?

Well... at least reading here everyone has the same issues as me ( shoddy layout, no top menu, no extra features just the mapp, forward messages / calls, ring, lock and erase ).
They say it will be fixed in the "next few months".

I'm not going to say oh oh i'm not going to get another HTC, I will.. I love them, but this is really bad. Very very poor.

I hope this gets sorted quickly and effectively, and I think HTC should certainly be more open about exactly what kind of issues it is they are facing after the money we pay for phones.

Even if just " Hey, having problems with our database " or " Hey, we never actually paid anyone to write this page - oops "... just anything.
 
ubiquist said:
if i may add up: this screenshot comes from a promo video by htc. i am actually missing - even when i can eventually get the site itself up and running (and that is IF!)

- the top menu bar (incl. footprints, people, messages etc)

- the map to locate the phone

- the missed calls listed underneath the map

do you guys see these functions?
Click to expand...
Nope.. most get directed immediately into Dashboard ONLY.

I have x2 DHD & one looks like yours, other used to go to Dashboard only then they screwed with my login & now I cannot access that one.
Password retrieval is a complete buzzkill as mentioned due to the invalid Validation Codes less than 30 seconds after generation by HTC servers.
So sick of being told I am 'passed to team dealing with this issue' because they don't even acknowledge you at all..

HTCsense website is total crap & making me wish I'd bandwagoned with a Galaxy S like everyone else.
I waited specifically for this model based on the 'hype' of HTCsense, the features of HTCsense and device spec too, of course..
1 thing to note is some features of the phone REQUIRE HTCsense.com access (adding new scenes for example) so there is more than just the security/management issues that users are missing out on.

HTC need to get their f*****g heads out of their a***s and fix this.
It makes no (htc)sense that I can have 1 device working 100% and 1 device telling me that it's brain hurts!
Dammit, Janet!
 
Sent the following to HTC today:
Hello Again
I am still unable to log into Htcsense.com - all the settings on my HTC Desire HD are as they should be and I have followed the onscreen instructions on the htcsense login page - but I only get the message: We didn't receive a response from your phone. Press the button to try again
I have been very patient with this and waited months for it to work. I chose this phone because of the advertising/hype on your website about the advantages of htcsense.com, and I find it quite unacceptable that despite all the advertising htcsense does not work. The advertising is still in place for a whole range of your phones, including the new Desire S, even though you are well aware that htcsense does not work. This is a shameless example of dishonest advertising and a clear breach of Trading Standards. I am not prepared to wait any longer for the service to become available and therefore request that you immediately make arrangements to refund me the cost of the phone.

...for what good it will do !! :mad:
 
@ubiquist - I see absolutely none of that

All I see is a totally basic layout with a few buttons. All I've ever had working is the "Ring at full volume" function, and even thats not working today

Think I'll email HTC with that picture you posted.
 
Dear Sir/Madam

I am writing to bring to your attention the serious deficiencies of your service, htcsense.com

You clearly advertise this service as a finished product, which I certainly not the case. I have attached, for your reference, a screenshot of a promotional video that you use, which clearly depicts htcsense.com in a way that the user rarely (if ever) sees.

I am referring to a lack of the following features in my (and many other) users htc hub
- The top menu bar (Hub, Footprints, People, Messages etc)
- Phone finder - I have this turned on, yet htcsense.com does not display it, and simply tells me to enable it on the phone
- The missed calls function underneath

The "Make phone ring at full volume" function also works sporadically, sometimes choosing to work and other times saying the phone is unable to connect.

I believe you are falsely advertising this product, as you are in full knowledge that it does not function as it should, yet you continue to advertise it.
This feature was one of the main contributory factors towards my decision to purchase a HTC Desire HD, and therefore I feel robbed when this feature does not perform to anywhere close to it's potential.

You leave yourself open to legal action the longer this feature remains dysfunctional.

Please do not send a standard stock reply to this email. I have seen it many times when other users have been discussing this, and am simply not interested. I expect a detailed, informative reply as to what is being done to solve this problem

Regards,
Lee

HTC Desire HD owner
 
milleniummanp7 said:
Dear Sir/Madam

I am writing to bring to your attention the serious deficiencies of your service, htcsense.com

You clearly advertise this service as a finished product, which I certainly not the case. I have attached, for your reference, a screenshot of a promotional video that you use, which clearly depicts htcsense.com in a way that the user rarely (if ever) sees.

I am referring to a lack of the following features in my (and many other) users htc hub
- The top menu bar (Hub, Footprints, People, Messages etc)
- Phone finder - I have this turned on, yet htcsense.com does not display it, and simply tells me to enable it on the phone
- The missed calls function underneath

The "Make phone ring at full volume" function also works sporadically, sometimes choosing to work and other times saying the phone is unable to connect.

I believe you are falsely advertising this product, as you are in full knowledge that it does not function as it should, yet you continue to advertise it.
This feature was one of the main contributory factors towards my decision to purchase a HTC Desire HD, and therefore I feel robbed when this feature does not perform to anywhere close to it's potential.

You leave yourself open to legal action the longer this feature remains dysfunctional.

Please do not send a standard stock reply to this email. I have seen it many times when other users have been discussing this, and am simply not interested. I expect a detailed, informative reply as to what is being done to solve this problem

Regards,
Lee

HTC Desire HD owner
Click to expand...

this is wonderfull, do post the reply they give u
 
To their credit, a very quick reply

Dear Lee,

Thanks fopr contacting HTC.

Due to greater than anticipated demand for the HTC Sense.com services, some of our customers are experiencing stability and reliability issues that are unacceptable. We apologize for the inconvenience this has caused; please be assured that HTC treats this as a very important issue and we are working hard to improve the experience for everyone.

We hope to have improvements to the service out in the very near future to help some of these issues and we will continue to communicate with our customers throughout the process.


Thank you for your patience.

To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number ##removed##.

Sincerely,

Jason

HTC
Click to expand...

My Reply :

Dear Jason,

I thank you for your prompt reply to my issues.

You claim that HTC are "working hard" to resolve this issue. I, however, find this hard to believe given the length of time that this has been a problem.

Also, in your last reply, you failed to account for the other issue I raised, my belief that you are falsely advertising your product. If you are, as you say, aware that "customers are experiencing stability and reliability issues that are unacceptable", then why do you continue to advertise the website in a manner that implies that it works? I will be forwarding this issue to the ASA.

Regards
Lee

HTC Desire HD owner


I feel like the only way to get anything done about this is pressing them, and press them I shall
 
milleniummanp7 said:
To their credit, a very quick reply



My Reply :

Dear Jason,

I thank you for your prompt reply to my issues.

You claim that HTC are "working hard" to resolve this issue. I, however, find this hard to believe given the length of time that this has been a problem.

Also, in your last reply, you failed to account for the other issue I raised, my belief that you are falsely advertising your product. If you are, as you say, aware that "customers are experiencing stability and reliability issues that are unacceptable", then why do you continue to advertise the website in a manner that implies that it works? I will be forwarding this issue to the ASA.

Regards
Lee

HTC Desire HD owner


I feel like the only way to get anything done about this is pressing them, and press them I shall
Click to expand...

Has anyone tried contacting Trading Standards to see where we stand?
 
milleniummanp7 said:
To their credit, a very quick reply
Click to expand...
Sadly, it is an 'as expected' stock response :(
I have this one too!

Mooching around, I did note with some interest that there was a Froyo update filtering thru (v1.84.xxx if memory serves). This seems to have been withdrawn and aspertions cast that Gingerbread will now be punted forth mid-April not in June. Whether this will add the reliability & stability we are currently being denied shall remain to be seen.

As for TS, I don't think it'll fly bcos the phones work fine and NONsense is functional for a lucky few (inc. me x1). Although, they heavily marketed NONsense features as a BIG+, so there may be grounds for uncontested return/exchange/refund. I shot of a basic Q&A sheet to my local office, for what good it might do :)
 
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