A few days ago, I wrote a review of my new HTC Inspire smartphone. One of the features that I really like about the HTC Inspire (and other HTC phones) is HTCSense.com, a free online service that allows you to locate your phone, force it to ring at full volume, lock it, erase it, forward text messages and forward calls. The service is a great idea and a good response to similar features that iPhone users enjoy with mobileme. However, as I have been playing around with HTCSense.com, I found that a lot of times is simply doesn’t work. For example, last night the locate my phone feature was not working at all. I click refresh location a few times but nothing happened. I then tested the “Lock Phone” feature, but nothing happened (although, early this morning, the phone did lock – so it took several hours).
I went to the HTC “Contact Us” page and left a message explaining my issues with htcsense.com. To my pleasant surprise, I received a response this morning (a Saturday!). Since I know that many others are experiencing the same issues, I thought I would share the response from HTC:
Dear Greg Wilson,
Greg, I am sorry to hear about the issues you are having with HTC Sense.
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 11USCWxxxxxxx2270.
I think that’s a decent response and shows a proper sense of urgency. If they do indeed fix the problem in the next week or two, I’ll be happy.