HTC ThunderBolt Ice Cream Sandwich Update: A Tale of Two Reps

Earlier this month, HTC informed an HTC ThunderBolt owner that Verizon decided that the ThunderBolt was better on Android 2.3 Gingerbread which led many, including us, to wonder whether the long-delayed HTC ThunderBolt Ice Cream Sandwich update was ever going to be coming out.

Now, HTC has managed to make the situation regarding the ThunderBolt ICS update even more confusing telling the exact owner that the information he was given was not only incorrect, but that it didn’t come from HTC.

Read: HTC Rep: Verizon Decided ThunderBolt is Better Without Android 4.0.

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The HTC ThunderBolt ICS update situation is beyond confusing.

Many HTC ThunderBolt owners have been contacting HTC representatives, against our advice, in an effort to obtain information about the ThunderBolt’s long-missing Android 4.0 Ice Cream Sandwich update. The update, which was originally supposed to be out by the end of August, is still missing in action, and there is no sign that that status will change by the end of 2012.

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Owners who have contacted HTC have received a number of different responses from HTC customer service representatives. We’ve published a few of the more interesting ones here but today’s response tops them all.

In early December, we showed you an email that a ThunderBolt user got from HTC regarding the HTC ThunderBolt update. We verified that it was indeed an email from HTC and subsequently reached out to HTC for comment and were met with complete and utter silence.

Here is that email:

Dear XXXXXXXXX

Thank you for contacting HTC. I understand you are wanting the update for the Thunderbolt and will be more than happy to provide you with the appropriate information on why your device has not been updated. The reason the Thunderbolt never received ICS is because when we tested the software on one of our Thunderbolts, the phone was bogged down and started running a lot slower. Verizon decided that the phone functioned better without the ICS update.

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I apologize for any inconvenience this causes you XXXXXXXXX. If you have any other questions or concerns, please feel free to send us another email or give us a call between the hours of 6 AM and 1 AM EST at 1-866-449-8358. Thank you for being a valued member of the HTC community and I hope you have a wonderful week!

Let me know if I have successfully answered your question, please click here to complete this.

To send a reply to this message, please click here.

Sincerely,
XXXXXXXXX

So this HTC representative, for whatever reason, seemed to think that Verizon decided that the ThunderBolt was better off without Android 4.0. Reps have been dead on in the past with their information and they’ve been absolutely wrong in the past, it’s all over the board. But that was the first time we had seen one outright deny that the update was coming.

Today, we received a tip from another HTC ThunderBolt owner. This new response is from another HTC representative in regards to what the other HTC representative said about the update. And like most customer service reps who have responded to HTC ThunderBolt owners, this one has made the situation even more confusing than it already was.

Here is this rep’s response to the previous rep’s response.

Dear XXXXXXXXX,

Thank you for getting back to me.

XXXXXXXXX, I do not know where this information is coming from, but it is not from HTC. We have heard nothing stating that the Thunderbolt is not going to get Ice Cream Sandwich.

I hope that this sets your mind at rest.

Let me know if I have successfully answered your question, please click here to complete this.

To send a reply to this message, please click here.

Sincerely,

XXXXXXXXX

HTC

Some observations:

  • No one at HTC seems to know what they’re talking about as we now have an HTC rep denying that what is clearly a response from HTC didn’t come from HTC at all.
  • HTC has terrible customer service.
  • The HTC ThunderBolt ICS update may still be coming. Or not.
  • This is not going to set any ThunderBolt owners mind at rest.
  • Above all: Enough is enough.

HTC, Verizon or both absolutely need to decide one way or another at this point because right now, HTC ThunderBolt owners who are waiting for their promised upgrade are being held hostage and that’s absolute nonsense. And if that wasn’t bad enough, the customer service reps who are supposed to be helping owners and at the very least, giving logical information, are instead uninformed.

ThunderBolt owners have been dealing with this nonsense since August and it’s time for clear, sound answers. Or maybe even, some type of an upgrade like Motorola offered owners of its devices that didn’t get Android 4.1 Jelly Bean.