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My Phone Battery WAS Dead

by Khalili Abdullah

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Hit a major problem this past few days. My 8 months old required phone HTC Incredible S was unable to charged even I’ve tried multiple USB cables and wall chargers. I assumed my battery was dead after 8 months hard usage and made a decision to buy a new battery this evening. Unable to find one in Kuantan(most handphone shops only selling Nokia’s and some Sony Ericson’s  batteries). Didn’t surprise by that fact coz I’ve tried to buy a nicro USB charger for my phone before and couldn’t find any in my area. Which again is not surprising because I’ve made a simple conclusion that Kuantan is still a low tech area when it comes to smart phone. I even taught  the ‘pakcik’ selling me my phone how to use wi-fi hotspot function on Android phones.

Being a good customer I googled on how to troubleshoot the problem and browse the HTC site for an answer but had no luck. Sent an email to HTC about the problem and it was fast and smooth process. Only after I sent the email I found out that online tech support was still available and I tried it.

It was a pleasant experience and the tech support in-charge was able to assist me in just a few minutes. She even assisted me on my other issue with the phone which I couldn’t connect it to a PC. It is not resolve yet, but I’m trying to follow he instructions and see if it is going to work. Keep on the good job and I’ll buy a HTC anytime when I need to upgrade to a new phone.

The only problem I had was the tech support seems have no idea what was the root of my problems. Is HTC really don’t have any idea what cause the problems or they just hid it from customers is a question I would like to be answered. Other than that I think the customer support have done a good job assisting me with my problems and I really like that when I use a product or service. That’s why I’m sticking with DiGi for more than 10 years even everybody knows DiGi have the lowest 3G coverage area. I’m not living in a rural area anyhow.

Below is the conversation I had with HTC Tech Support. Hope you’ll find it useful. Esp. for someone using HTC smartphone and encounter the same problem I had.

19:12:35 [June Yan] :
Hello, this is June. What can I do for you?
19:12:45 [Khairul Khalili] :
hie…
19:12:59 [Khairul Khalili] :
I have problem charging my phone.
19:13:22 [Khairul Khalili] :
Tried different wall charger and USB cables and nothing works.
19:14:05 [June Yan] :
Could we know when charging, whether there is the orange LED light indicating that it is charging?
19:14:27 [June Yan] :
Please try to use the original charger.
19:15:18 [Khairul Khalili] :
The light sometimes blinking or nothing at all when plugged-in.
19:15:43 [June Yan] :
I see. Could you please hold on for a while? I will check it for you.
19:16:38 [June Yan] :
Thanks for your patience of waiting.
19:17:27 [June Yan] :
Regarding the issue, possibly it is due to device issur or accessories (battery,etc). We would firstly recommend that you may try the settings below
19:17:34 [June Yan] :
1.       We would firstly suggest that please charge your phone for about 3-5 minutes. After doing that, you may soft reset your device by pulling the battery from your device for about 1 minute (**please also take out your phone Sim and SD card) then placing the battery back in your device and booting up your device.
19:18:26 [June Yan] :
2. To exclude phone problem, please perform a factory reset to reinstall the whole system for your phone device. Kindly be informed that after reset, the data saved and installed in the phone will be erased. Phone will be back to the default status you purchase it first day. If condition permits, before performing factory reset, please firstly back up the important data in the phone
19:20:16 [Khairul Khalili] :
I’m waiting to place the battery back and reboot the phone.
19:20:46 [June Yan] :
O.K’
19:22:34 [Khairul Khalili] :
do i need to theter the phone with the charger when rebooting the phone or should I pull it off.. coz sometimes the phone unable to boot without thetering it to usb cable.
19:22:49 [June Yan] :
Please pull it off
19:23:24 [Khairul Khalili] :
okay.. rebooting.
19:25:13 [Khairul Khalili] :
is there any spwcific cause of this problem that htc know?
19:25:38 [Khairul Khalili] :
specific* sorry..
19:26:28 [June Yan] :
It is possible due to device or accessory(Battery) issue. But for the specific reason, if ater trying the trouble shooting settings, problem still persists. Phone may need to be sent to care for checking the specific cause
19:28:41 [Khairul Khalili] :
i tried to charge it after rebooting because the battery juice is out and i’m unable to perform factory reset.. and now charging normally…
19:29:11 [Khairul Khalili] :
should i do the factory reset or just leave it _?
19:29:18 [June Yan] :
If now it can be charged normally. Then currently you do not need to do factory reset.
19:30:05 [Khairul Khalili] :
thanks for the help…  I’ll give it a try first and see what happens next..
19:30:49 [Khairul Khalili] :
why did it happened? will it occur again?
19:31:53 [June Yan] :
O.K Possibly it is battery issue. But it can not be confirmed. We would suggest that if you find issue happen again, you may try factory reset. Kindly be informed that since factory reset will erased the data saved, if you would perform a reset, before doing that, please firstly back up the important data saved in the phone.
19:33:23 [Khairul Khalili] :
Is it a manufacturing fault or did I caused the problem by installing apps or overusing the battery etc? If so.. what could i do to prevent it from happening again?
19:36:07 [June Yan] :
To prevent the issue, we would suggest that you may softreset your phone by powering it off and then turn it on 2-3 times one day. It may make phone condition more healthy. For the cause, possibly it is battery problem or the device software issue.
19:37:44 [Khairul Khalili] :
Understood. Is it common problem? Why there is no troubleshooting guide on this on the website?
19:40:00 [June Yan] :
No, it is not common problem. We think on the website, there is more trouble shooting settings which can be added. We will forward it to relevant department to improve our website
19:41:00 [Khairul Khalili] :
I see.
19:41:21 [Khairul Khalili] :
Just one more thing I would like to ask.
19:41:57 [Khairul Khalili] :
I have a problem connecting my phone to my PC. Is there any way to troubleshoot that?
19:42:31 [June Yan] :
You mean your computer can not detect your phone device?
19:43:09 [Khairul Khalili] :
yes. it was fine before but it suddenly stop detecting my phone.
19:43:47 [Khairul Khalili] :
Tried it on different pc with htc sync but still didn’t work.
19:44:12 [June Yan] :
Could we know whether on your computer , it is installed with HTC Sync?
19:44:42 [Khairul Khalili] :
yes. I did install HTC Sync.
19:46:03 [Khairul Khalili] :
Tried the basic steps uninstall and reinstall etc but it didn’t work.
19:46:55 [Khairul Khalili] :
And the notification to choose connection type when connecting to USB port on my phone disappear too..
19:47:56 [June Yan] :
Could you please hold on for a while? I will check it for you.
19:48:57 [June Yan] :
Regarding the issue, Please firstly check the settings below on the phone device:
1.Home>Menu>Settings>Applications>check”Unknownsources”>Development>check “USB Debugging” and “Allow mock locations”
2.Home>Menu>Settings>Connect to PC>check “Ask me”
3.Please use the original USB cable to connect the handset and PC. When it asks on handset screen, please choose “HTC Sync” and follow the instruction to finish the connection setup.
19:52:10 [Khairul Khalili] :
it didn’t work.
19:53:37 [Khairul Khalili] :
no device connected shown on htc sync software.
19:54:09 [June Yan] :
1.If there is no improvement after that, we would recommend doing is uninstalling the version of HTC Sync you have and reboot the computer.
2.After the reboot, try the latest version of HTC Sync available on the following page of our South East Asia web site: http://www.htc.com/sea/help/. There is the information “HTC Sync for all HTC Android Phones”. Make sure the PC meets the minimum requirements.
3.Please also make certain that your anti-virus software or firewall, if any, is disabled during the uninstallation so it does not interfere with the software install.
4.Uninstall any sync software you may have used such as palm or blackberry, or even a previous install of HTC Sync.
19:55:22 [Khairul Khalili] :
tht will take some time….
19:55:54 [Khairul Khalili] :
i will try it after this and try contacting support if the problem persist.
19:56:15 [June Yan] :
O.K
19:56:30 [June Yan] :
Could we know whether temporarily anything else you would check with us?
19:57:06 [Khairul Khalili] :
thts all.. ur work time is ending soon anyway…
19:57:19 [Khairul Khalili] :
thanks for ur help.
19:57:34 [June Yan] :
If you have any inquiry, you may let us know and we will have a check of it.
19:57:54 [June Yan] :
Khairul Khalili, Bye bye. Wish you have a nice day.
19:58:17 [Khairul Khalili] :
thank you.

p/s: be nice to a customer support and they’ll try their best to help you too. When they couldn’t help it usually because of the company policy, take your anger to the management and not them.

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February 18, 2012   No Comments