does your recorded video have sound?
- Thread starter zog1977
- Start date
Supporting what I initially thought, here's an email from HTC that I received today...
"I understand how important it is for your device to function properly and I apologize that you are experiencing this issue.
This is due to the device’s noise cancellation feature. When taking a video from a distance, the noise cancellation feature blocks out a lot of the other noise therefore making the video sound lower. This might be addressed in a future update, but I do not know for sure. It is not clear at this time what can be done to resolve this issue. Keep checking the website for more information about updates to your phone.
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.
Sincerely,
Sarah
HTC"
Now if we can get a definite word on when/if this will be fixed.
"I understand how important it is for your device to function properly and I apologize that you are experiencing this issue.
This is due to the device’s noise cancellation feature. When taking a video from a distance, the noise cancellation feature blocks out a lot of the other noise therefore making the video sound lower. This might be addressed in a future update, but I do not know for sure. It is not clear at this time what can be done to resolve this issue. Keep checking the website for more information about updates to your phone.
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.
Sincerely,
Sarah
HTC"
Now if we can get a definite word on when/if this will be fixed.
WHO IS YOUR DADDY? I called this as the problem when I posted about it over a week ago. I give myself a gold star for this one!
Agreed. They just really dropped the ball with this... Verizon too. Rather embarrassing. I wonder if another video recording app is on the market.
I just wonder how the phone got into production without any HTC employees noticing this. I mean if you watch their fluff video, they talk the video capabilities up like it's the best thing since sliced bread. Really? Come on.
I'm sure it can be fixed OTA. Better be, seems like way too many have the same issue, me included. I guess the noise-cancelling mic is working a bit too well for video recording...
I wanted to post in this thread, my contact with HTC and VZW regarding this issue. I contacted HTC via email and below is where I stand at this point:
My initial contact to HTC----
I am experiencing a problem with the sound quality of the video playback on my HTC Thunderbolt. This particular issue is happening during video playback on the device and on my PC (tested with multiple Media Players, including the quicktime media player)
This issue has rendered one of the most important, and highly used features of the phone (the video recorder) essentially useless. I would like to know if this issue has been reported to HTC by others, and what steps are being taken to remedy the issue. According to all other thunderbolt users that I have spoken with, this issue is present on their devices. I have only had the chance to speak with approximately 40 thunderbolt users (including Verizon Wireless employees), but I'm sure that if the issue is present on 100% of the devices owned by the people I had the chance to speak with, that this may be a very widespread issue.
If this issue is a known issue, and is being fixed by HTC, is there any time frame as to when the issue will be fixed? I mainly ask this due to Verizon's 14 day equipment return policy.
Thank you in advance for your time and assistance in this matter.
HTC's reply------
I am sorry to hear that you are having an issue with the sound quality of the video playback on your HTC Thunderbolt.
We appreciate your feedback Nathan. We know how important consumer feedback is on our
products. We appreciate your suggestions and will use them in our research and development of
possible upcoming models. If you have any future comments or concerns about our devices please
feel free to contact us.
We apologize Nathan, for any inconvenience that you may have experienced.
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 ******************.
Sincerely,
Carol
HTC
My reply--------
Thank you for your timely response. So unfortunately your response did not answer my questions. The issue with my video recorder appears to be a wide spread issue. Is this an issue that HTC is aware of, have other owners contacted. HTC to advise you of the issue? Are steps being taken to address this issue via an over the air software update? This phone is the one I want. I love everything about it and just want to know that this issue will be fixed and not left alone. You indicate that you appreciate my suggestions and will use them in research and development of possible upcoming models. Is this statement an indication that this issue will not be addressed with the thunderbolt? Thank you in advance for your assistance in this matter.
HTC replies again------
Thank you for your reply.
Nathan, when we receive suggestions or concerns over features in our phones, this information is collected and sent to the research department. This might be addressed in a future update, but I do not know for sure. Once an update is released we will receive the information about what that update is going to do. If and when an update is coming out, it will be listed on our website at HTC - Mobile Phones, Smartphones, Cell Phones, PDAs.
We apologize Nathan, at this time, this is the only information that we have.
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 *******************.
Sincerely,
Carol
HTC
My latest Reply to HTC
Carol,
Thanks again for your timely response.
The situation that I find myself in, along with many others, is one of extreme dissatisfaction with your product. While I do not expect immediate action regarding this issue, I would certainly expect at minimum, an HTC employee in a customer service capacity to get in contact with the HTC research dept. and ascertain whether or not this issue is one that is or is not known, along with whether or not a solution is being sought, and how likely this issue is to be resolved.
I just spent over three hundred dollars (including accessories) on a device with the name of your company on it. I have owned several devices manufactured by HTC, and have never had a problem paying a premium, as I have never had a problem with any of them. I have always considered HTC a company who "gets it right", when it came to the design and overall performance of the devices that I have owned. As such, I feel extremely unhappy that your initial response basically told me:
- Sorry for your trouble;
- Thanks for your feedback and suggestions;
- We will use them in our research and development of possible upcoming models.
With all due respect, currently I am not really interested in any upcoming models. What I am interested in is having the device that I just payed several hundred dollars for, work the way it is supposed to. I think I speak for the rest of the android community, particularly those of us who love HTC and the sense user interface, when I say that this issue needs to be acknowledged, addressed, and a solution needs to be developed. I know that a solution may take time, and I am more than willing to wait.
As of now, there are a whole lot of Thunderbolt owners who are extremely unhappy about this issue, and with the the fourteen day deadline for device return just around the corner, I would not be surprised if the same whole bunch of unhappy Thunderbolt owners return to the VZW stores to return what could have/and still can be, an awesome device.
I think it would be a great idea for you to also FWD the following to any dept. at HTC that may want to read a wealth of information on the exact problem I am having with the device. There are even comments on the HTC and VZW support forums.
http://forum.androidcentral.com/htc-thunderbolt/70905-problem-audio-when-recording-video.html
http://forum.androidcentral.com/htc-thunderbolt/71662-does-your-recorded-video-have-sound.html
LOW audio while recording video's. Other sites sourced. - HTC Thunderbolt (Verizon) - Android Forums - HTC Community
Support & Troubleshooting Audio in Video Extremely Quiet? - Android Forums
Speaker and Video sound recording issue - xda-developers
No sound when recording video - HTC Thunderbolt (Verizon) - Android Forums - HTC Community
Video Sound - HTC Thunderbolt (Verizon) - Android Forums - HTC Community
Video recording audio - Droid Forum - Verizon Droid & the Motorola Droid Forum
http://forum.androidcentral.com/htc-thunderbolt/70430-thunderbolt-video-playback-problems.html
Thunderbolt Audio Problem with recording video
Re: No Audio! on recorded video!!! - Thunderbolt - Verizon Wireless Community
There's little to no sound when recording video - Verizon Wireless Community
Hopefully this will assist HTC in resolving this issue with the Thunderbolt.
Respectfully,
Nathan
When I get a response, I will update this post.
I contacted VZW via email and below is where I stand at this point:
My initial contact with VZW------
As a long time Verizon Wireless customer and self proclaimed "Phone Geek", it was no shock to many that I was again at my local Verizon Corporate store on yet another device release day. This time it was 03/17/2011 for the HTC Thunderbolt. I played with the demo device and everything seemed top notch. That evening, I noted a problem with the device, and began a few troubleshooting steps. The problem is with the sound quality of the video playback on my HTC Thunderbolt. This particular issue is happening during video playback on the device, and on my PC (tested with multiple Media Players).This issue has rendered one of the most important, and highly used features of the phone (the video recorder) essentially useless. I would like to know if this issue has been reported to VZW by others, and what steps (if any) are being taken to remedy the issue. According to all other thunderbolt users that I have spoken with, this issue is present on all of their devices as well. I have only had the chance to speak with approximately 40 thunderbolt users (including VZW employees), but I'm afraid that if the issue is present on 100% of the devices owned by the people I had the chance to speak with, that this may be a very widespread issue. HTC has been contacted regarding this issue, and they indicate that they are in fact working on a solution to the problem, but have no information regarding a time that the solution will be reached. It is my belief, based on the fact that the problem does not exist while using other recording apps i.e. stock voice recorder, that this is a software issue, and could likely be fixed with an OTA software update. My concern is the Verizon Wireless 14 day equipment return policy. This policy does not allow Thunderbolt users to await a resolution. I would kindly request an extension to 60 days before returning the device. This would allow me to wait for a resolution.
Thank you in advance for your time and assistance in this matter.
Response from VZW-------
Good afternoon! My name is Lisha, and I am very sorry to learn there has been an issue experienced with the voice playback/recorder on your device. I understand how concerning this would be, especially since you have purchased a new device. I am here to assist you and will review the latest Thunderbolt details to determine if HTC has documented a known issue with the device's voice recorder/playback. I look forward to resolving this inquiry for you today. I accessed the account and found you have an active HTC Thunderbolt and in reviewing the known issues, there was not anything documented relating to issues with voice recorder/playback. Since you are not completely satisfied with the device you have currently, please return the device since the 14 day return period is effective. I apologize the exchange time will not get extended. You may return your wireless device, for any reason, within 14 days of purchase. Please be aware you will be charged a non-refundable $35.00 Restocking Fee since the device cannot be resold as new.
Please ensure you return the original box, including the UPC Code, intact with all components (phone, charger, battery, instructions, etc.). All components must be in like-new condition. All returns must be accompanied by the original receipt and will only be granted to the actual purchaser whose name appears on the receipt.
At our discretion, we may decline your return or charge you an additional fee for missing items or items that we determine are damaged or require service. If we accept your return within this period, we will refund your purchase price. If installed equipment needs to be removed from a vehicle or fixed location, you may be charged a service fee. The credit for your equipment return may take up to three billing cycles to process.
If you purchased your device through a Verizon Wireless retail store, please contact the store or your sales representative for more information.
For additional information on our Return Policy, please visit the following link: Return Policy
If you decide to keep the device and since you have advised there is an issue experienced by other Verizon Wireless users of the HTC Thunderbolt, I ask that you advise them to contact us to document the concerns so that if a resolution if needed, this would become available in a Software Upgrade as you have mentioned.
If you have additional concerns with using your HTC Thunderbolt and decide to keep the device past the 14 day window, please call us at 1-800-922-0204 or from an alternate phone of your device. We will be more than glad to resolve your concerns.
Thank you for giving me the opportunity to assist you today with your experience with the HTC Thunderbolt. We appreciate your business and thank you for choosing Verizon Wireless. Have a great rest of the week!
Sincerely,
Lisha
Verizon Wireless
Customer Service
My response -------
For clarification purposes, please be advised that the issue is with the audio on the VIDEO recorder. Could you please check with HTC and clarify?
Thanks for your assistance in this matter.
***********************************************************
So I guess its wait and see. Man, its not like me to get torqued off like this, but for some reason, this just burns me.
Ill probably be taking my TB back.
So I heard back from HTC. More pointless dodging as far as I'm concerned. Did they really suggest that I download a third party application? Wtf????
Dear Nathan, Thank you for the reply. Nathan, as I stated in my 2nd reply, this information is, also, used for updates for the phone. The low sound is due to the device’s noise cancellation feature. When taking a video from a distance, the noise cancellation feature blocks out a lot of the other noise therefore making the video sound lower. Keep an eye out as there may be a future update at HTC - Mobile Phones, Smartphones, Cell Phones, PDAs. In the meantime, you can download a 3rd party application from the Marketplace. Search for video or camcorder recorder. Again, we apologize Nathan, for any inconvenience. 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. Sincerely, Carol HTC
My initial contact to HTC----
I am experiencing a problem with the sound quality of the video playback on my HTC Thunderbolt. This particular issue is happening during video playback on the device and on my PC (tested with multiple Media Players, including the quicktime media player)
This issue has rendered one of the most important, and highly used features of the phone (the video recorder) essentially useless. I would like to know if this issue has been reported to HTC by others, and what steps are being taken to remedy the issue. According to all other thunderbolt users that I have spoken with, this issue is present on their devices. I have only had the chance to speak with approximately 40 thunderbolt users (including Verizon Wireless employees), but I'm sure that if the issue is present on 100% of the devices owned by the people I had the chance to speak with, that this may be a very widespread issue.
If this issue is a known issue, and is being fixed by HTC, is there any time frame as to when the issue will be fixed? I mainly ask this due to Verizon's 14 day equipment return policy.
Thank you in advance for your time and assistance in this matter.
HTC's reply------
I am sorry to hear that you are having an issue with the sound quality of the video playback on your HTC Thunderbolt.
We appreciate your feedback Nathan. We know how important consumer feedback is on our
products. We appreciate your suggestions and will use them in our research and development of
possible upcoming models. If you have any future comments or concerns about our devices please
feel free to contact us.
We apologize Nathan, for any inconvenience that you may have experienced.
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 ******************.
Sincerely,
Carol
HTC
My reply--------
Thank you for your timely response. So unfortunately your response did not answer my questions. The issue with my video recorder appears to be a wide spread issue. Is this an issue that HTC is aware of, have other owners contacted. HTC to advise you of the issue? Are steps being taken to address this issue via an over the air software update? This phone is the one I want. I love everything about it and just want to know that this issue will be fixed and not left alone. You indicate that you appreciate my suggestions and will use them in research and development of possible upcoming models. Is this statement an indication that this issue will not be addressed with the thunderbolt? Thank you in advance for your assistance in this matter.
HTC replies again------
Thank you for your reply.
Nathan, when we receive suggestions or concerns over features in our phones, this information is collected and sent to the research department. This might be addressed in a future update, but I do not know for sure. Once an update is released we will receive the information about what that update is going to do. If and when an update is coming out, it will be listed on our website at HTC - Mobile Phones, Smartphones, Cell Phones, PDAs.
We apologize Nathan, at this time, this is the only information that we have.
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 *******************.
Sincerely,
Carol
HTC
My latest Reply to HTC
Carol,
Thanks again for your timely response.
The situation that I find myself in, along with many others, is one of extreme dissatisfaction with your product. While I do not expect immediate action regarding this issue, I would certainly expect at minimum, an HTC employee in a customer service capacity to get in contact with the HTC research dept. and ascertain whether or not this issue is one that is or is not known, along with whether or not a solution is being sought, and how likely this issue is to be resolved.
I just spent over three hundred dollars (including accessories) on a device with the name of your company on it. I have owned several devices manufactured by HTC, and have never had a problem paying a premium, as I have never had a problem with any of them. I have always considered HTC a company who "gets it right", when it came to the design and overall performance of the devices that I have owned. As such, I feel extremely unhappy that your initial response basically told me:
- Sorry for your trouble;
- Thanks for your feedback and suggestions;
- We will use them in our research and development of possible upcoming models.
With all due respect, currently I am not really interested in any upcoming models. What I am interested in is having the device that I just payed several hundred dollars for, work the way it is supposed to. I think I speak for the rest of the android community, particularly those of us who love HTC and the sense user interface, when I say that this issue needs to be acknowledged, addressed, and a solution needs to be developed. I know that a solution may take time, and I am more than willing to wait.
As of now, there are a whole lot of Thunderbolt owners who are extremely unhappy about this issue, and with the the fourteen day deadline for device return just around the corner, I would not be surprised if the same whole bunch of unhappy Thunderbolt owners return to the VZW stores to return what could have/and still can be, an awesome device.
I think it would be a great idea for you to also FWD the following to any dept. at HTC that may want to read a wealth of information on the exact problem I am having with the device. There are even comments on the HTC and VZW support forums.
http://forum.androidcentral.com/htc-thunderbolt/70905-problem-audio-when-recording-video.html
http://forum.androidcentral.com/htc-thunderbolt/71662-does-your-recorded-video-have-sound.html
LOW audio while recording video's. Other sites sourced. - HTC Thunderbolt (Verizon) - Android Forums - HTC Community
Support & Troubleshooting Audio in Video Extremely Quiet? - Android Forums
Speaker and Video sound recording issue - xda-developers
No sound when recording video - HTC Thunderbolt (Verizon) - Android Forums - HTC Community
Video Sound - HTC Thunderbolt (Verizon) - Android Forums - HTC Community
Video recording audio - Droid Forum - Verizon Droid & the Motorola Droid Forum
http://forum.androidcentral.com/htc-thunderbolt/70430-thunderbolt-video-playback-problems.html
Thunderbolt Audio Problem with recording video
Re: No Audio! on recorded video!!! - Thunderbolt - Verizon Wireless Community
There's little to no sound when recording video - Verizon Wireless Community
Hopefully this will assist HTC in resolving this issue with the Thunderbolt.
Respectfully,
Nathan
When I get a response, I will update this post.
I contacted VZW via email and below is where I stand at this point:
My initial contact with VZW------
As a long time Verizon Wireless customer and self proclaimed "Phone Geek", it was no shock to many that I was again at my local Verizon Corporate store on yet another device release day. This time it was 03/17/2011 for the HTC Thunderbolt. I played with the demo device and everything seemed top notch. That evening, I noted a problem with the device, and began a few troubleshooting steps. The problem is with the sound quality of the video playback on my HTC Thunderbolt. This particular issue is happening during video playback on the device, and on my PC (tested with multiple Media Players).This issue has rendered one of the most important, and highly used features of the phone (the video recorder) essentially useless. I would like to know if this issue has been reported to VZW by others, and what steps (if any) are being taken to remedy the issue. According to all other thunderbolt users that I have spoken with, this issue is present on all of their devices as well. I have only had the chance to speak with approximately 40 thunderbolt users (including VZW employees), but I'm afraid that if the issue is present on 100% of the devices owned by the people I had the chance to speak with, that this may be a very widespread issue. HTC has been contacted regarding this issue, and they indicate that they are in fact working on a solution to the problem, but have no information regarding a time that the solution will be reached. It is my belief, based on the fact that the problem does not exist while using other recording apps i.e. stock voice recorder, that this is a software issue, and could likely be fixed with an OTA software update. My concern is the Verizon Wireless 14 day equipment return policy. This policy does not allow Thunderbolt users to await a resolution. I would kindly request an extension to 60 days before returning the device. This would allow me to wait for a resolution.
Thank you in advance for your time and assistance in this matter.
Response from VZW-------
Good afternoon! My name is Lisha, and I am very sorry to learn there has been an issue experienced with the voice playback/recorder on your device. I understand how concerning this would be, especially since you have purchased a new device. I am here to assist you and will review the latest Thunderbolt details to determine if HTC has documented a known issue with the device's voice recorder/playback. I look forward to resolving this inquiry for you today. I accessed the account and found you have an active HTC Thunderbolt and in reviewing the known issues, there was not anything documented relating to issues with voice recorder/playback. Since you are not completely satisfied with the device you have currently, please return the device since the 14 day return period is effective. I apologize the exchange time will not get extended. You may return your wireless device, for any reason, within 14 days of purchase. Please be aware you will be charged a non-refundable $35.00 Restocking Fee since the device cannot be resold as new.
Please ensure you return the original box, including the UPC Code, intact with all components (phone, charger, battery, instructions, etc.). All components must be in like-new condition. All returns must be accompanied by the original receipt and will only be granted to the actual purchaser whose name appears on the receipt.
At our discretion, we may decline your return or charge you an additional fee for missing items or items that we determine are damaged or require service. If we accept your return within this period, we will refund your purchase price. If installed equipment needs to be removed from a vehicle or fixed location, you may be charged a service fee. The credit for your equipment return may take up to three billing cycles to process.
If you purchased your device through a Verizon Wireless retail store, please contact the store or your sales representative for more information.
For additional information on our Return Policy, please visit the following link: Return Policy
If you decide to keep the device and since you have advised there is an issue experienced by other Verizon Wireless users of the HTC Thunderbolt, I ask that you advise them to contact us to document the concerns so that if a resolution if needed, this would become available in a Software Upgrade as you have mentioned.
If you have additional concerns with using your HTC Thunderbolt and decide to keep the device past the 14 day window, please call us at 1-800-922-0204 or from an alternate phone of your device. We will be more than glad to resolve your concerns.
Thank you for giving me the opportunity to assist you today with your experience with the HTC Thunderbolt. We appreciate your business and thank you for choosing Verizon Wireless. Have a great rest of the week!
Sincerely,
Lisha
Verizon Wireless
Customer Service
My response -------
For clarification purposes, please be advised that the issue is with the audio on the VIDEO recorder. Could you please check with HTC and clarify?
Thanks for your assistance in this matter.
***********************************************************
So I guess its wait and see. Man, its not like me to get torqued off like this, but for some reason, this just burns me.
Ill probably be taking my TB back.
So I heard back from HTC. More pointless dodging as far as I'm concerned. Did they really suggest that I download a third party application? Wtf????
Dear Nathan, Thank you for the reply. Nathan, as I stated in my 2nd reply, this information is, also, used for updates for the phone. The low sound is due to the device’s noise cancellation feature. When taking a video from a distance, the noise cancellation feature blocks out a lot of the other noise therefore making the video sound lower. Keep an eye out as there may be a future update at HTC - Mobile Phones, Smartphones, Cell Phones, PDAs. In the meantime, you can download a 3rd party application from the Marketplace. Search for video or camcorder recorder. Again, we apologize Nathan, for any inconvenience. 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. Sincerely, Carol HTC
Last edited:
I didnt read through the countless other threads, but in some situations my TB also has trouble with voice dialing. It doesn't acknowledge that there is any sound being input.
I think we should also reach out to blogs like Engadget and our very own Android Central to try and get a story published about this problem. It may put a little more pressure on HTC/VZW to get moving. Just a thought.
Deny, deny, deny.........that's the VZW way, and apparently the HTC way. Clearly a pervasive problem, but instead of acknowledging and fixing it, force a bunch of savvy phone owners, who were first in line and noticed it immediately, to return phones, in hopes even more will purchase and never notice the flaw. I like the idea of Engadget, Boy Genius, and others with a higher profile getting ahold of this topic.
I just called HTC and the rep told me it is a known software issue that they are working on and will be fixed via an OTA update. She could not give a timetable as to how soon.
That's great! AC's Phil Nickinson also emailed me back saying that they've reached out to HTC and a fix really is being worked on. Hopefully we'll see this sooner rather than later, but it's definitely reassuring news.
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