CONTACTS
SUBJECTS
AT&T HTC Freestyle Product DEPHCI000024 Replacement Cell Phone Fail 28
2803 -
2803 - ..
2804 - Summary/Objective
2805 -
280501 - Follow up ref SDS 10 0000. ref SDS 6 0000.
280502 -
280503 -
280504 -
280506 - ..
2806 -
2807 -
2808 - Background
2809 -
280901 - AT&T HTC Freestyle cell phone purchased on 110910 1352. ref SDS 1 S445
280902 -
280903 - The phone repeatedly failed to maintain service, so it was replaced a
280904 - few weeks later on 111027 1248. ref SDS 6 KV5H
280906 - ..
280907 - Replacement cell phone continued to have problems going off line.
280908 - Took phone to AT&T at Sunvalley Mall in Concord on Willow Pass Road,
280909 - where phone was originally purchased. Salesman verified phone was not
280910 - functioning correctly. Salesman recommended taking phone to AT&T
280911 - device service center on North Broadway again.
280913 - ..
280914 - Cell phone was again replaced for 2nd time, following up prior work on
280915 - 111027 1248. ref SDS 6 KV5H
280917 - ..
280918 - Malik said today that he installed a new battery, and he upgraded the
280919 - software, so hopes new replacement cell phone will function correctly
280920 - now, reported on 120829 1438. ref SDS 10 Q66N
280921 -
280922 -
280923 -
280925 - ..
2810 -
2811 -
2812 - Progress
2813 -
281301 - Today, cell phone failed during 3 hour hike. Kathy tried to call
281302 - twice, and could not get through. Tried to boot computer by removing
281303 - battery. Phone reached "Loading" step, and remained there for several
281304 - hours.
281306 - ..
281307 - Visited AT&T Device Service Center in Walnut Creek.
281308 -
281309 - AT&T Device Support Center
281310 - 1820 North Broadway
281311 - Walnut Creek, CA
281312 - 925 930-9401
281314 - ..
281315 - Talked to Mario.
281317 - ..
281318 - Mario said the battery was discharged.
281320 - ..
281321 - Decided may be a short in the electrical system that is discharging
281322 - the battery. Mario will hold the phone until 2000, when the store
281323 - closes. Have to pick it up at that time today.
281325 - ..
281326 - Mario will check phone periodically today for further failures.
281327 -
281328 - [...below on 120905 1149 at 1909 Mario called and reported
281329 - the HTC Freestyle cell phone failed during testing; AT&T
281330 - proposes changing to another cell phone model, rather than
281331 - replace with another HTC Freestyle, since this is the 3rd
281332 - new phone. ref SDS 0 V45F
281333 -
281334 -
281336 - ..
2814 -
2815 -
2816 - 1543
2817 -
281701 - Called back and talked to Malik.
281702 -
281703 - He said Mario is on break, but left word that AT&T has not been able
281704 - to duplicate the error yet.
281706 - ..
281707 - Gave Malik home phone for further communication, and advised will
281708 - visit later today and before 2000, to receive phone.
281709 -
281711 - ..
2818 -
2819 -
2820 - 1909
2821 -
282101 - Mario called from AT&T.
282102 -
282103 - He reported that the HTC Freestyel cell phone failed late this
282104 - afternoon during testing, started this morning, per above. ref SDS 0
282105 - ES48 Mario is concerned that service history of persistant
282106 - performance failures indicates design flaw in HTC Freestyle cell
282107 - phone, which cannot be remedied by AT&T providing another replacement
282108 - HTC Freestyle cell phone.
282110 - ..
282111 - Mario has consulted AT&T management and reported continual failures
282112 - of HTC Freestyle cell phones in this case...
282113 -
282114 - AT&T service................... 110912 1239, ref SDS 2 02GH
282115 - Battery exchanged.............. 111003 1007, ref SDS 3 ST6M
282116 - Phone fails.................... 111018 1426, ref SDS 4 S45H
282117 - Warranty exchange.............. 111018 1426, ref SDS 4 IG8I
282118 - Phone fails.................... 111027 1248, ref SDS 7 BK6I
282119 - Replaced phone failed on hike.. 111028 1622, ref SDS 8 857I
282120 - Cell phone failed on hike...... 111029 0953, ref SDS 9 857I
282121 - Cell phone replaced............ 120829 1438, ref SDS 10 Q66N
282122 - Replaced phone failed on hike.. 120905 1149, ref SDS 0 01F4
282123 - Cell phone failed AT&T test.... 120905 1149, ref SDS 0 V45F
282125 - ..
282126 - Mario advised this service history justifies replacement with another
282127 - cell phone manufacturer and/or model.
282129 - ..
282130 - He said to visit AT&T Device Support Center again in the morning at
282131 - 0900, and he will provide another replacement cell phone.
282133 - ..
282134 - Mario will show a range of cell phone replacements that AT&T believe
282135 - will be reliable to solve problems with HTC Freestyle.
282136 -
282137 - [On 120906 0923 visited AT&T Device Support Center; none of
282138 - cell phones proposed by AT&T seemed reliable replacements,
282139 - ref SDS 11 I75N, Mario suggested contacting Customer Care
282140 - Center to discuss upgrading cell phone and telephone
282141 - service agreement. ref SDS 11 LH4N
282143 - ..
282144 - [On 120910 1104 replaced HTC Freestyle cell phone with
282145 - upgrade for $100 getting Samsung Galaxy S3 GT I9300, and
282146 - increased monthly charges for communication services by
282147 - about $23 from $33 to $56 per month. ref SDS 12 RK4F
282148 -
282149 -
282150 -
282151 -
282152 -
282153 -
282154 -
282155 -
282156 -
282157 -
282158 -
2822 -