A chap popped up a link to this online petition in a comment earlier today, which is designed to appeal to the kindly nature of HTC and get it to “stop lying” about release dates for the mythical HTC Hero firmware update, which have been getting later and later – and are currently saying June.
So far nearly 1300 people have signed it, although we’re not sure if internet petition results are legally binding or not. Probably not, but we’re happy to help spread the word all the same.
Here’s the full text. It’s not the finest piece of grammar you’ll see today:
“This petition is addressed to the company’s High Tech Computers.
“We, users of Android smartphone HTC Hero protest against the policy pursued by HTC on a firmware update to HTC Hero Android 2.1! How much can you feed us with promises? why the update has already been postponed several times, despite the officially declared terms??
“Because of this attitude to the most loyal to your customers, you lose potential and existing customers for your products. Across the Internet distributed indignant cries of the holders of outstanding communicator HTC Hero! We require you to fulfill your obligations on time and responsibility for your same pledge!
“HTC, Respect your customers!
“Otherwise we Stop RESPECT YOU!”
And here’s a group of trouble-making Heros, pictured hanging about with each other during happier times:
Still a bloody nice telephone, especially as there are some super-cheap Hero deals around at the moment. And if it does get updated to Android 2.1 the eBay resale value ought to rocket, too.
Motorola’s latest flagship dual-core Android monster is a massive, original powerhouse, that’s a big improvement on previous MOTOBLUR mobiles – but still isn’t a total winner.
A slim and glamorous phone from Sony Ericsson, with the sharpest display around. It’s no powerhouse and the screen’s not the biggest out there, but we don’t mind. Because it’s cute.
LG’s first glasses-free 3D phone is a heavy, fat monster, with a clever 3D effect that works rather well. As a smartphone, though, it’s heavy and underwhelming.
A very shiny thing from Sony Ericsson, with a 3.7″ screen and Android 2.3.3 inside. But is it exciting enough to win fans in today’s spec-obsessed market? Can man live on one core alone?
INQ’s Android phone is an interesting “boutique” piece of hardware, packed with unique interface customisations that go far beyond the headline Facebook integration. We like it a lot.
Tom
/ April 25, 2010Come on people! Stop badgering HTC… they have NO obligation to upgrade the Hero. I love my HTC Hero and welcome the eventual release of an upgrade, but HTC will understandably focus on new models first. Be thankful that they are including the Hero in their plans… they don’t HAVE to!!!
BillyHicks
/ April 25, 2010I wonder if this is to do with the Android 2.2 release.
Whats the point in HTC upgrading to 2.1 when they can upgrade straight to 2.2. 2.2 will also seperate core components from the OS and let you update them through the market place. This will make HTCs life much easier in future.
My bet is on a fast upgrade for most HTC phones shortly after Android 2.2 is released.
Niels Christiansen
/ April 25, 2010Obligations? What obligations? Are the manufacturers even legally bound to provide aftermarket service (updates with bugfixes etc.)? I hope so but doubt it severely.
It’s great when a manufacturer releases updates with fixes, but they probably to some extend do that as facesaving and PR maneuvers.
That they do major updates like HTC on Hero among others is probably something we should be happy with, whenever it happens. Unfortunately.
(I’ve got an Xperia X10 myself and look forward to the update to Android 2.X)
Hub
/ April 25, 2010It’s true, I dare say HTC has zero legal obligation to release updated firmware, but if they don’t have the resources to do so then stop saying you will so future customers will (reluctantly) stop messing around with this crap and go buy iPhone’s next time. And I am most definitely NOT a fan of Apple.
Pretty simple really: Release updates like the market leader manages to do or… well don’t expect to sell many more handsets, especially now word is getting round. This is not the same market as 2001 handset manufacturer’s, up your game and learn to invest in supporting the OS as well as it’s the shiny new OS and toys that are the selling point now, not another few mega pixels on the camera.
The sad (very sad) fact is at the moment their is only one serious player in the smart phone market that can offer the kind of long term support and it looks as though those of us looking for an alternative are out of luck.
Sam
/ April 25, 2010Well, if you had to take the choice (from HTC’s point of view):
- Waste resources in making an upgrade to Android 2.1 for the HTC Hero, which will probably lower the selling of newer Phones (because why buy a new Phone if your old one is working that fine with the newest Android OS). They won’t loose too much customers because a great number of them do not even know why Android 2.1 is sooo much better than Android 1.5 (they are just using their phone because it looks so beatiful and works great with social networks like facebook and so on and so on, they are not interested in getting VPN support or other stuff). Plus, once you had an Android phone you would certainly never get back to an iPhone. And (in my opinion) the best Android phones are still HTC’s.
- Or just concentrate on newer Phones, and with the more recent OS on them you have quite a good argument for potential customers
ergo, sucks, but, would you guys make it different? in a world where money counts most?
Tom@Niels Christiansen
/ April 25, 2010Spot on… Exactly my point… Most of us have chosen an open platform for our phones for a reason. The benefit comes from patience and confidence that the opensource community will give the longest life to our handsets as possible. The truth is that the Hero is a pretty damn good handset out of the box… so anything we get from there is a bonus…
angela
/ April 26, 2010even some of the older phone have 2.1. When is it the Hero’s turn.
I’ve been waiting patiently but this is still a debacle for HTC.
Hub
/ April 26, 2010@ Tom & Niels
Guys, virtually no one cares about open source politics, no one. They want a phone that does all the things their friends iPhone does but without the lock in or that smugness that comes with that hardcore Apple fans, and has the things they’ve read briefly about like Google navigation and so on.
Even the most tech illiterate will (and are) ask the question ‘Why buy one of those Android phones when an iPhone gives me free stuff” especially when the cost works out around the same. Folks who have never done a software upgrade for anything ever are learning the concept now thanks to Apple and will expect the same.
Android isn’t like some free to try Linux distribution and this sort of crap we are seeing from the handset manufacturers are going to cripple it in the long run, both the OS and their own sales. And as for the new Xperia running 1.6… its that bad its funny. Sorry.
Pär Dahlberg
/ April 26, 2010In my opinion they actually do have an obligation to provide an update as soon as they officially promise one.
It’s too bad they didn’t announce the update to be available “when it’s ready” or perhaps a couple of months away like in october. Then if they would have it finished before that everyone would be extra happy to get it before schedule.
Oh well… I still like the company and my new Desire is a very very nice phone, I just hope that everyone still sticking with the Hero can get some 2.1 goodness.
Mark
/ April 26, 2010All the good reputation HTC have built of late is being destroyed VERY quickly by this PR Disaster….
Perhaps they need to leak a current GSM Hero 2.1 ROM :-) (The CDMA one is making life hard work for 2.1 hackers…)
Herbert Field
/ April 26, 2010First of all HTC is not obliged to release any updates at all as long as they do not say that they are going to release any updates.
Once they have released statements that they will release updates it would be legally prudent of them to actually fulfil that promise, however according to European consumer law it is actually the retailers and not HTC them selves which could get in trouble if an update is not released.
Another aspect entirely is of course that it is not wise to set expectations in your customers and then fail to fulfil them, or executing them in such a poor fashion that the extra service you are providing to your customers is no longer perceived as a great extra service but instead paying your debt to the customers.
It is quite clear that HTC has no coherent marketing strategy and is unable to make informed decisions in a timely manner, thus instead of creating stronger customer loyalty are frustrating a part of the customer base which potentially could have been the most loyal part of their customers (the ones who are into technology enough to know that there is a 2.1 but on the other hand does not want to surf to XDA and install an update from there)
Gagz
/ April 26, 2010I have been hearing from the last Oct/Nov for Android upgrade + HTC Sense from 1.5 to 1.6, then to 2.0 and to 2.1. All I have heard is by “First Half of 2010″. Now Android OS is at 2.2. We expect HTC to start working on 2.2, Ha, it will take another 1 year for them and by that time Android OS will be at 4.2. I have lost hope on HTC and pledge myself to avoid buying and recommending HTC products. They may good at development, but what is the point when they can not support previous handsets.
They have grown well doing good business, luckily using Google OS, but with this attitude towards customers, will surely fall back hard.
Niels Christiansen
/ April 26, 2010@Hub You’ve got a point, but that doesn’t mean there isn’t a certain amount of people who don’t know how to update their device. I do understand the plight of the manufacturers, just look at the Android OS version history:
April ’09: Android 1.5, September ’09: Android 1.6, October ’09: Android 2.X.
The developers must’ve felt a bit like Neo in the original Matrix motion picture, bending backwards while updates was sizzling past them. At some time you simply MUST freeze specs and move on, as SE did with the X10. The features supported by X10 bridges most af the “gap” between 1.6 and 2.X, but unfortunately most people without really knowing what they’re talking about, are target fixated on 2.X.
Without derailing this topic and turn it into a debate on socio-economics on a planetary scale, IMHO S/E is doing pretty ok. They’re still not a huge player (compare various developer staff sizes), their staff won’t work half a day or more @ shitpay.
I wonder if Google isn’t going to slow down a tad, since this situation is close to untenable. Besides, most features are in the OS, or manufacturers like S/E have implemented them into a device. The X10 e.g. has Bluetooth 2.1 EDR.
smartlife
/ April 26, 2010I waiting for hero 2.1 Rom for so long time,that’s terrible!!!
Dr Bob
/ April 26, 2010So in summary, HTC don’t have an obligation to update, other than keeping customers happy and therefore encouraging brand loyalty? What HTC should have done is rushed out a 2.1 update (without sense) so that the people who are 2.1 obsessed could have got their fill, then annouced a 2.1 update with sense for late 2010, giving themselves some breathing space. HTC are almost saying “android isn’t good enough so we have to put sense over the top”. Well, if sense is that good, why use andoid at all (samsung bada – wave???). HTC aren’t very good at supporting existing products – I had a tytn ii which never got the support it deserved – and they could learn from the “jobsian god phone” experience; build brand loyalty by offering existing customers incremental updates.
Peter
/ April 26, 2010This must be a PR disaster for HTC
How is it that there a more than a few third party ROMs out there for 2.1 and HTC are unable to get one out?
I am amazed at the low expectations expressed in some of these posts.. HTC should either confirm or deny that there is going to be an upgrade
I for one will not buy any HTC phone in the future until they clarify their policy on upgrades
Gary C
/ April 26, 2010I think there has to be a political/contractual/legal problem we’re obviously not privy to. Like, for example, HTC agreed not to update the Hero’s OS for 12 months for some bizarre reason.
Otherwise why wouldn’t HTC stick a couple of men in a room for a week and tell them to do a rough port job? Even the massively less-popular Magic got 1.6 pretty quickly.
I hate all internet conspiracy theories, but there has to be something more to this than HTC not having the time or the resources.
Michael
/ April 27, 2010No, HTC don’t have any obligation to provide updates for the phones. Just like i do not have any obligation to waste more of my money on a producer who doesn’t support their phones.
The world changes. HTC needs to wake up and understand that hardware is not the only selling point of phones anymore – otherwise they will quickly lose all of the good reputation they have earned on their excellent phones due to their awful customer service. I’ve already warned several friends of buying HTC phones until HTC sorts out their act (no – I don’t need 2.2, but I do need to know what I can expect from a manufacturer. The current situation is just not tenable).
Glen
/ April 27, 2010The simple fact is, it should be illegal for any company to spread blatant lies about its update plans for their phones. This should be part of the customer sales act,
Simply because it stimulates sales under a false pretence.
All u people looking at this from HTC’s side should also see that spreading these rumours is very beneficial to HTC, getting them lots of web coverage and time from IT journalists and web forums like this.
I myself & other People have purchased the HERO because of the belief it would be supported by Android/HTC until its system requirements were out ranged by the OS.
This belief was further supported by HTC’s PR spin doctors and phone support line. HTC have no right to generate sales this way, conning consumers until there next incarnation is launched.
Just produce a phone and keep quiet HTC, if u update it great brilliant
BUT DONT LIE TO US.
stayl
/ April 27, 2010Cmon dudes, worse liers, dont promisa thinks that you cant do! -..
mattymoo
/ May 8, 2010HTC to me
show details 09:46 (13 hours ago)
Dear Matthew,
The HTC Customer Service Representative that has been handling your message would like to know if your question has been successfully answered. You can reply to or close your question by visiting:
http://contactus.europe.htc.com/wFrmMailLogin.aspx
Ticket Number : 10GBCW19ENA001377
If you do not respond to or close your question within 15 days, it will be closed automatically.
Sincerely,
HTC
We are unable to receive replies to this email account. Please visit us at http://www.htc.com if you have any questions or need further assistance.
New Response
Dear Matthew, Thank you for your enquiry about htc hero. Unfortunately the android update was delayed. Htc will be providing a free update to Éclair for European HTC Hero variants.’ starting in June’, anyone owning an HTC Hero will receive an initial preparatory update, shortly followed by the full Éclair update. For the full update, we would recommend using a free wi-fi hotspot or an unlimited data plan, otherwise standard data charges may apply If these steps have not helped, please let me know by responding using the link provided and I will be happy to check again for you. Best regards, Ivona HTC customer support team HTC Corp. Global Service Division http://www.htc.com/europe/CA_Hotline.aspx
CONFIDENTIALITY NOTE : The information in this e-mail is confidential and privileged; it is intended for use solely by the individual or entity named as the recipient hereof. Disclosure, copying, distribution, or use of the contents of this e-mail by persons other than the intended recipient is strictly prohibited and may violate applicable laws. If you have received this e-mail in error, please delete the original message and notify us by return email or collect call immediately. Thank you. HTC Corporation
Gary C
/ May 8, 2010Amazing. Starting in June, then probably dragging on into July, August, September and hitting whatever network you’re in on October.
vinnie
/ June 21, 2010I think problem is down to network operators. A mobile OS is customised according to need of network operators, besides some of the configuration settings sometime they restrict response of some of the components. So even if HTC has update ready that needs to be negotiated with network operators as what is acceptable and what not. Then network operator need to be ready for rollout. During rollout sometime teething problems happen which need more resources which network operator do not see much value. Network operator already sold the phone and getting monthly income on it without upgrade.
Ivan
/ May 17, 2011Can Anyone Tell Me, How Much They Paid For The HTC Hero 2.1?