HTC and the case of the missing driversResponding to the many complaints, one of the participants, Chainfire, started the Web site HTCClassAction.org to document this issue and to pressure HTC for a response. And a response they got--the same one we received directly from the Taiwan-based company. Here it is in full: HTC is committed to delivering a portfolio of devices that offer a wide variety of communication, connectivity and entertainment functionality. HTC does not offer dedicated or optimized multimedia devices and can confirm that its Qualcomm MSM7xxx-based devices do not use ATI's Imageon video acceleration hardware.
HTC believes the overall value of its devices based on their combination of functionality and connectivity exceeds their ability to play or render high-resolution video. These devices do still provide a rich multimedia experience comparable to that of most smartphones and enable a variety of audio and video file formats. HTC values its customers and the overall online community of mobile device enthusiasts and fans. HTC plans to include video acceleration hardware in future video-centric devices that will enable high-resolution video support.
Blow-by-blow analysisIn its blow-by-blow analysis of the statement, HTCClassAction.org noted that HTC never states that it doesn't have ATI's Imageon video acceleration hardware or that any of the parts are disabled. It just says that its devices "do not use" it. The ambiguous tone employed could really mean there's no ATI hardware at all. Or that it's there, but HTC doesn't use it. Which brings you right back to the premise of HTCClassAction.org--for HTC to release the drivers. Adding more weight to the site's argument are the various comments from different users who have called HTC's customer support about the issue. There doesn't seem to be a consistent answer, with some customer service staff actually admitting to a problem and claiming that a fix is on the way. HTCClassAction.org's efforts bring together many bits of information to assemble a case against the manufacturer--truly a community effort in action. In an email response to CNET Asia, Chainfire (creator of HTCClassAction.org) said that his purpose is to "get HTC to support their own products--and let us use our (expensive) devices to their full potential, by any means necessary". He doesn't dismiss the possibility of legal action, but emphasizes that the goal is to get the devices working properly and that they (the community) are not rushing into it. Perhaps there's more to it than just updating drivers. If so, HTC could save everyone a lot of trouble by speaking plainly on why the TyTN II seems to underperform. Clearly, some have felt that the statement is insufficient, and we, too, have sent HTC a few clarification questions that have yet to be answered.
Business as usualTruth be told, there's a big group of users who just don't care either way. Video performance is a bonus feature for them, and if it doesn't affect productivity, there's no loss to them. As it is, the TyTN II and some of the latest HTC devices using the Qualcomm processors remain very popular. If there is a problem and HTC fixes it, then fine. If it doesn't do anything more about it, we have a feeling it's just going to be business as usual. In the end, this is not an open-shut case and probably has levels of complexity unknown to us. As resourceful as the HTCClassAction.org group is, no one will be saying "elementary, my dear Watson" anytime soon.
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The issue is really video playback as much as having par performance with previously released devices. Par meaning screen rotation performance, menu redraw, screen refresh, and other fundamental graphics functions.
Have you tried running your computer in Safe Mode and tried dragging windows around, or looked at the mouse pointer refresh? The TyTN II/Kaiser/Tilt/VarioIII is running SAFE MODE 100% of the time currently!
All we're asking for some sort of video driver that provides the minimal hardware acceleration so it performs par with previously released devices, at least!
Jan 24, 2008 09:01
I'm sorry I typoed. The issue ISN'T REALLY video playback as much as having par performance.
Jan 24, 2008 09:01
I am in the market for a pda smartphone, initially wanted to get HTC Cruise, but after reading about this everywhere including Gizmodo, Engadget, and CNet, now I am holding back.
Jan 25, 2008 00:45
I have no problem with my HTC TYTN II. Video playback and all multimedia work normally until now. Don't try or install another video player . . !
Jan 26, 2008 14:43
I say it only once. HTC ? "Hilarious Taiwanese Company".
Too bad it is rather said to see that "care" about his consumers does not belong to its mission statement anymore.
I predict lower sales figures for Q1 2008 despite all their launches. We'll see in April.
Meanwhile, I will advise all my professional business partner as we are a Bluetooth device manufacturer NOT to support HTC by buying their devices.
There is enough proof to say that thousands and thousands of owners have been screwed. Nothing less.
Jan 26, 2008 22:50
whether it is a case of a missing driver or any technical issues with the gadget or the microprocessor itself, one thing remained, customers don't get what they want (or at least expected). many people have high expectations with HTC, aside from the "poor" after sales service being reported. anyway, it's high time for them to offer a little compensation (just like what Apple does) to the affected customers, by fixing the bug as quickly as possible, or give some financial rebate. else the TyTN2 must be downgraded to a lower model together with its current pricing, then they could work on now with TyTN3(?)
Jan 28, 2008 08:54
I am wondering if the problem is more extensive, involving the os and qualcomm. Almost every function of my new TyTN II is slower than my old HP 6340. It could be a great machine but after paying $700+ for a SECOND pda to use outside the U.S. I'm quite dissapointed. I was planning to buy a CDMA HTC phone from verizon for use at home but......
Mar 17, 2008 12:32
