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03-03-2005, 04:03 AM   #1

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IPAQ6315: Please file complaints through Better Business Bureau

I have not seen device with this kind of poor performance for years. T-Mobile and HP are irresponsible to wait for all these months. A class action for recall or partial refund to make up the air-time loss should be considered. T-Mobile like to say they have the Best Service in J.D. Power Associate rating. I am sure that they do care about this rating. I just spend 5 minutes to file a compaint through J.D. Power site linked to Better Business Bureau. If each one of us write a complaint over, I am sure that it will make the difference.

If you will join to do so, please go to: http://www.jdpower.com/cc/telecom/index.jsp On the left side you will see a linked to BBC file a complaint.

 
03-03-2005, 05:35 PM   #2

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Sorry, I have to disagree. The phone is not necessarily as good as the XDA, but the PDA is better. Overall, the phone does what it says.

All of these devices have their individual design quirks. BTW, I’m sure you meant for people to go to the BBB, not the BBC…

 
03-03-2005, 09:04 PM   #3

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I agree with Deadeye

Although I no longer own this device I think it serves the purpose well. The only problem I had was with the T-Mobile service. At least that is what I think. When they give us a chance at another carrier then we will know whom is to blame for the problems (the device or the carrier). If the device could have brought the phone service in as well as it did everything else, then I would still own it. Beating up T-Mobile is wrong. They worked with me very well. They allowed me to cancel the contract, even though I was a month in. They adjusted charges where one of their technicians signed my e-mail up to go to SMS and charged me $.50 on every e-mail I receieved. They did a good job and worked well. Some of this is the risk you take to own a bleeding edge device like this. I think any product should be perfected before it comes to market but this device did 95% of what it said it could do. They may still fix it with a patch.

 
03-04-2005, 12:36 AM   #4

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deadeye: I am glad that your phone does what it says. Not mine. Not thousands out there don’t. From all these posts, can you see some of them can’t even perform reliable simple phone function (include mine.) I can live with minor individual dessign quirks, not the basic design flaws. In the modern U.S. commercial world, a company has to pay for the consiquence when it does not respond fast to the problem. I think that most of us are patient enough to wait for 4-5 months in today’s speed world. That is almost 1/2 of the whole contract for this phone. How long do you normally keep a cell phone? BTW thanks for the correction–you are right–I do mean BBB. and William: you are one of the very few lucky person. I agree T-mobile trains their people well. Most of them are very polite and are willing to help–if they can. But that along does not solve the problem. The problem is their decision maker. I have been with T-Moblie for two years now. I learn that their customer services have strict policy to follow. When it hit the block like this device, they cannot go higher. The channel is blocked. This channel block culture can be seen when you try to talk to just one level up–the supervisor. They can make it very difficult for you to talk to their supervisor. And the only way to reach their customer relationship is by post mail or by a fax line can take only one page. The customer relationship do not respond anyway. They still owe me $50 rebate form months ago due to their own handling mistake. Thier customer service cannot even solve small $50 issue like this. They ask me to fax to the customer-relationship and I was never answered. Overall, their manangement attitude is typical German–very limited authority given to service staffs for customer even it is their own mistake. Stricly follow book with no exception. They need to learn that the consumers in this country demand better response.

Your single experience with them solve your single problem. It does not jutisfy their action and policy to the 6315’s.

 
03-05-2005, 06:26 PM   #5

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I strongly agree with you paulj5555.. Since the very first day I bought this h6315, It never works as it advertised, all I got is missing call and plenty went to voice mail.. whats is the point buying h6315 while I still have to carry one phone and the h6315..

totally ridiculous..

 
03-06-2005, 04:42 PM   #6

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Ok

Well Paul and sui_men I can understand your aggravation. As I mentioned I no longer own the device. One of the things that I did find very frustrating is that T-Mobile took over support even if you called HP. I agree that most of the other users have many of the same problems that I encountered. I just do not know if the problem is with T-Mobile or HP. Before I wnet to the BBB I would know for sure whom the problem lies with. Have they started offering the 6315 with Cingluar? Has anyone that has unlocked one with Cingular had the same issues? I have read about some updates that take alot of the T-Mobile software off and makes the entire device respond better. If this is the case maybe it is not HP’s fault but T-Mobile. I do not know. I just do not know whom to blame here. Paul if T-Mobile has been this way for two years why not leave them? Sui_Men, this is why I am no longer an owner of this device. When my wife would call it would go to Voice Mail. You can read some of my past posts about the device when I owned it, but I too was very dissappointed. Sincerely,

William Beavers

 
03-06-2005, 10:28 PM   #7

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I have the 6365 and it is unlocked to all networks and i can tell you this it is HP fault, this is not a phone they rushed it out and just let us mugs test it for them, I contacted HP and they told me to contact Tmobile? whats it got to do with tmobile,im not with tmobile the thing is unlocked.

o and this is my second one as well and this one is worse than the last one.

Last edited by sony23 : 03-06-2005 at 10:41 PM.

 
03-07-2005, 04:00 AM   #8

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This is by far the most bizarre arrangement between carrier and hardware maker I have ever faced as I can remember. For all other phones I have owned before, I have two warranties in the box. For the service, the warranty goes to the carrier, for the device, goes to the maker. However for 6315, no matter who do you call for the warranty issue, you will be routed to T-Mobile. Let’s first not research into who goofs. Let’s look into the legal issue here. It is very clear that HP and T-Mobile has an agreement that T-Mobile has the exclusivity for a certain period and T-Mobile will guarantee certain quantities and T-Mobile will handle all the service and warranty issues. In the normal business sense, T-Mobile must decide that they have received enough incentives to do this—at least to their initial decision. However T-Mobile is not a hardware maker, they knew that they would not be capable to carry out all the hardware repair issues. Some smart guy in their company come out an idea that they will do “refurbish replacement” if anything happen to the device after 15 days (15 days are the period one will be legally bound to their annual service agreement.) This was my experience on my first and 2nd 6315s. They would not give me the new one no matter who I talked to (it had a bad backup battery definitely a defect.) Fortunately I bought the unit from HP.com and I receive a new replacement from HP. In fact, I think that everyone should read the booklet carefully before calling T-Moible for the warranty: “During the limited warranty period. Warrantor will repair or replace, at Warrantor’s option, any defective parts of the Unit that will not operate properly for their intended use…” 1. No where in the language mentions “Refurbish” replacement. That makes T-mobile refurbish replacement policy default. 2. …not operate properly for their intended use. This language makes a big percentage of 6315s out there qualified for repair or replace—and under this contract, T-Mobile must make the unit work. So William and Sony, I hope that I am making the case clear enough that who is responsible for this issue. The thing got me so mad is when the patch of 6365 finally available—it means that HP and Microsoft have at least solved most software issues—and T-Mobile is still taking their times maybe trying hard to keep their logo on the device. And they try to come down hard for people trying to help themselves by the hack-flash. So T-Mobile declares this war—not us. They think that they got us on their hand from the service contract. A BBB complaint should be our first fight-back. If they continue refuse to serve the problem hack-flash units, if they insist on their Refurbish replacement, I think that we need to consider a class action law suit.

By the way, William, I have been with T-Mobile for two years with other devices—not the 6315. When T-Mobile first came to the market, they gave unlock code as soon as you own the device. As a global traveler, I always have problem of carriers in this country locking up devices even we have committed to the full term contract. I switched to T-Mobile from AT&T mainly because of this reason. Now after this 6315 experience and their extension of unlock policy to three months, I think that I will switch carrier after my contract expire. I would let the $50 rebate issue go since I understand that they have this German way of running business as I explained before. However, they have gone too far for this 6315 issue. I don’t tolerate this one.

 
03-07-2005, 02:29 PM   #9

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Quote:

Originally Posted by paulj5555

The thing got me so mad is when the patch of 6365 finally available—it means that HP and Microsoft have at least solved most software issues—and T-Mobile is still taking their times maybe trying hard to keep their logo on the device.

I think the patch is developed by HP, not Microsoft. In many ways, T-Mobile is the victim of HP’s design. I had T-Mobile service with my XDA (same service and SIM card, in fact). The XDA works better as a phone, and it is due to HP firmware. As I’ve said before, the 6315 is a better PDA than the XDA.

My favorite quirk is that the phone buttons are not recessed; when the device turns on in your pouch, those phone buttons WILL activate and do something – make a call, who knows?

 
03-07-2005, 04:06 PM   #10

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I was mentioning Microsoft as quoted from T-Mobile’s service department. I do not understand why some of you guys want to switch blames from T-Mobile to HP. As I keep on mentioning, legally T-Mobile is the party who is responsible. Do you see anywhere in the 6315 Warranty mentioning HP? T-Mobile was playing greed when they had the exclusive agreement with HP. Now they are the party who should swallow the bullets. As the consumer, we go to the party who is responsible. T-Mobile is the party who endorse the 6315 Warranty contract to the consumers. I am not sure that HP is totally off hook since their logo is also on the device. However there is chance that a judge can dismiss HP from this case since they did not promise us any warranty. If Apple Power Book failed, do you go to Apple Computer or to the Taiwan company who makes for them? T-Mobile can scream and shout at HP, it is not to our matter. If you work in the IT industry, you can sense that T-Mobile was not doing their job. T-Mobile can have this solved long ago if they take this seriou enough to HP (maybe to pay for extra engineers). Do you know how much a team of software engineer can do in 5 months? BTW, do you guys work for T-Mobile?

Please! File Complaints against T-Mobile through BBB.

Last edited by paulj5555 : 03-07-2005 at 04:09 PM.

 
03-07-2005, 05:13 PM   #11

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I filed a BBB Complaint against T-Mobile and HP

This HP 6315 needs help! Great device if you don’t need a phone. Great device if you like to reboot and or pull the battery in and out because it will not reboot. If your into all that it’s Great! Great device if you have a need for high blood preasure! Great device if you want to learn how to backup two or three times a day in fear of loosing EVERYTHING! Great!Great!Great! Mark Brown a p#ssed off user! *************** UPDATE *************** Just loaded the ROM patch and in process of reloading all settings and programs. Will report back latter after a good work out. So far so good.

Mark Brown –

Last edited by markbrown.com : 03-07-2005 at 10:16 PM.

 
03-07-2005, 09:42 PM   #12

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Well it appers that my questions have been answered

Paul I would agree, after hearing that Sony had the problems on the device after switching carriers, that it is the device as well as the software. I have dug and found that once the T-Mobile software is gone the device responds very well. This makes me think that T-Mobile overloaded it and did not reasearch a patch for their customers. It appears that it is primarially T-Mobile that is unresponsive. The device seems to physically respond for those that have ran unofficial updates. It should not be a case that T-Mobile is unresponsive enough that the consumers put together a patch for the device and it must be called unofficial. It appears to be the software and the bugginess of it that is causing the problems. I would now agree that the BBB is most likely the best place to start. I do not think that this will be sufficient though. If you call in and let them know you are dissappointed and want to cancel your service, this should be the ultimate weapon. If the fact that they are a German company and slow to respond to customers then they should suffer the consequences of losing the customers they treat that way. I was fortunate enough to get out of the contract due to my many calls to tech support. T-Mobile said that they would adjust all charges and send me a bill. They did and I paid it. They later sent me a notice saying I still owed money! I called and the folks in billing and they said that they would take the charges off. Everything has been fine for three months, then yesterday I get a collection agency notice in the mail for the lousy $40.00 they said they would write off due to their mistake. As much as I like Mrs. Zeta Jones I will NEVER reccomend T-Mobile to anyone. Nor will I ever purchase their services again. They were kind and polite but they did not do what they said they would do. There are too many other carriers out their for this kind of stuff to be tolerated. Good luck Paul and the rest of you…I do understand your plight. Sincerely,

William Beavers

 
03-07-2005, 10:33 PM   #13

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Quote:

Originally Posted by markbrown.com

This HP 6315 needs help! Great device if you don’t need a phone. Great device if you like to reboot and or pull the battery in and out because it will not reboot. If your into all that it’s Great! Great device if you have a need for high blood preasure! Great device if you want to learn how to backup two or three times a day in fear of loosing EVERYTHING! Great!Great!Great! Mark Brown a p#ssed off user! *************** UPDATE *************** Just loaded the ROM patch and in process of reloading all settings and programs. Will report back latter after a good work out. So far so good.

Mark Brown –

Still alive Mark? How did you get on?

N

 
03-08-2005, 01:27 PM   #14

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[email protected] riped us all off.think about this.most of us went to the 6315 because it makes life simple juss making business easy inturn making us more money .I upgraded to the new rom or what the haters call the hack rom.the rom works perfect making me more money in my business in the last week.hp/tmo new that the 6315 did not work but they did not care.they betrayed us all !!!!!LIKE I SAID THE NEW ROM WORKS!!!to bad tmo/hp couild not help us.

 
03-08-2005, 02:23 PM   #15

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HP can’t do anything for us … because of their contract w/t-mobile … this is a T-mobile device, and the support needs to come from T-mobile … w/c is a problem, since they don’t have hardware support experience …

 
03-08-2005, 03:38 PM   #16

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T-Mobile does not build phones. HP designed and manufactured the hardware, which is about 1/2 of the problems: 1. Non recessed phone buttons 2. Speakerphone poor and on the rear of the phone. 3. Slower processor T-Mobile puts in a couple of small applications and changes the start up screen. HP does the ROM upgrades.

I don’t think there is a case here. If the hardware fails, you can get it replaced (and it sounds to me like some people here have bad hardware). Software is not so simple, since some people seem to do OK and some have massive problems. I reboot mine about 1-2 times daily.

 
03-08-2005, 07:09 PM   #17

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I agree about the hardware proublem stated above.I had to send 3 back and finnaly got the one that worked somewhat .after doing the rom upgrade the 6315 works as advertisd.the the 6315 is a very strong device.it does everything.I LOVE MINE SINCE THE UPGRADE AND IM VERY HAPPY WITH THE OUTCOME.this is simple,tmo did not care if the unit worked or not on the release as well as hp.the field testing was a scam.we have been the field testers and found the fix for them in the converted 6365 rom

 
03-09-2005, 12:05 AM   #18

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Quote:

Originally Posted by rustsurf

I agree about the hardware proublem stated above.I had to send 3 back and finnaly got the one that worked somewhat .after doing the rom upgrade the 6315 works as advertisd.the the 6315 is a very strong device.it does everything.I LOVE MINE SINCE THE UPGRADE AND IM VERY HAPPY WITH THE OUTCOME.this is simple,tmo did not care if the unit worked or not on the release as well as hp.the field testing was a scam.we have been the field testers and found the fix for them in the converted 6365 rom

What converted rom is that, will it work on a 6365 uk spec ipaq, I have got version 38 rom update but the gsm reception is c..p, will this rom update fix that.

 
03-09-2005, 09:44 AM   #19

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Since you have a 6365 you do not need to use a hacked ROM upgrade. The hack is only for the 6315 sold in the US. You can get legitimate ROM updates directly from HP with no hacking necessary. I think the .38 ROM is the latest, but visit the HP site to make sure.

__________________ Reidan Moderator, Dave’s iPAQ Dave’s iPAQ is not affiliated with HP

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03-10-2005, 06:01 AM   #20

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Thanks for your reply, My 6365 phone still does not work and it looks like I will be sending it back.

Quote:

Originally Posted by Reidan

Since you have a 6365 you do not need to use a hacked ROM upgrade. The hack is only for the 6315 sold in the US. You can get legitimate ROM updates directly from HP with no hacking necessary. I think the .38 ROM is the latest, but visit the HP site to make sure.