Refurbished Agony

I have a love hate relationship with my new AT&T 8525 (aka HTC Hermes). When the device is working it is great! The device runs Windows Mobile 5, syncs with the MS Exchange server at work and connects to the Internet via AT&T’s 3G HSPDA network.

The problem is that it is usually not working. I made the mistake of buying a reconditioned device from AT&T. The first device arrived broken. It had intermediate radio problems. I had to RMA that device within the first week. The second device lasted a whole month before it had the same intermittent radio problems. A smart phone with no voice or data access is not so cool.

This wouldn’t be so bad if AT&T had competent and efficient customer service. To warranty return my device I made the mistake of going to a corporate AT&T store. No dice. I had to call the 800 number. The replacement process took over an hour and required that I be transferred no less than 6 times.

I’m watching the OpenMoko project with great interest.