HTC – Poor Customer Service

Back in March of last year it was time to get a new phone.A smart phone was the no brainer choice but which one? I could have gone for the iPhone but 1) I’m not a dickhead and 2) My provider ORANGE don’t do them (Only provider that would give me a contract phone!)

So it was an Android for me. I liked the HTC. And who wouldn’t? It’s a sexy looking phone. Well sexy in a not inserting it into my body type of thing.

HTC Desire

The order was placed and for 11 months I had no problems with it at all. In February this year the phone kept switching itself off. Not really a problem unless I had just finished a somewhat tricky level on Angry Birds. As the month went on the problem got worse. I couldn’t tweet and much worse was the fact that I couldn’t update my Facebook because it wouldn’t conect to the internet long enough without rebooting.

I phoned ORANGE and they informed me that because I didn’t pay their extortionate £5.99 a month insurance they couldn’t fix it for me because it was older than 6 months. I had to contact HTC direct.

That’s what I did. All via the internet. Very modern. Someone called Zoe contacted me and arranged for UPS to collect the phone. UPS collected on March 31st.

However, on the 30th Mach HTC informed me they’d need a Proof Of Purchase from ORANGE. I phoned ORANGE customer service and spoke to “David”. “David” said he’d put the Proof Of Purchase in the post.

One week later the Proof Of Purchase still hadn’t arrived. I phoned ORANGE and asked if I could speak to someone who speaks English. The bloke I got was from Middlesboro. I would have been better off with “David” from Mubai!

Anyway the Middlesboro guy said that although “David” had ordered a Proof Of Purchase he hadn’t pressed the release key. I was fuming. He then told me it would take ten days.

Not a good start at all.

Finally on April 11th my Proof Of Purchase arrived. I scanned it in to my PC and uploaded it to HTC.

I then contacted them via their support system and let them know I’d uploaded the Proof Of Purchase. They replied with:-

Thank you for the documentation! – It should be back with you soon, The turn around time is approximately 10 working days.  Best Regards HTC

On April 14th I thought I’d just ask for an update

Good morning,

I was just wondering on the status of my phone?

Any ideas as to when it’ll be returned?

Regards,

Jamie

This is HTC’s reply

Hello Jamie,

I understand this has taken a while and your device is now in investigation and being placed on priority to quicken the repair process

Best Regards
HTC

Just before Easter I asked if I’d get it back before the holidays. A new customer service representative named Tyler informed me I wouldn’t and thanked me for my patience. He also told me it was being repaired and tested.

My patience was wearing thin.

Fast forward to April 26th. I contacted HTC and asked for an update. They ignored me.

I contacted them again on the 27th and Tyler replied:-

There is currently no update on your device yet, our escalations team have been chasing repairs that have been held up, and I can see that your device is awaiting the parts it needs to be finished.

Shocking.

After the royal wedding/mayday long weekend I again contacted HTC.

Good morning,

Any news?

It’s been almost 3 weeks you’ve had paperwork and phone…………

Tyler replied like he was an old penpal. Sorry Jamie we don’t have a fucking clue what we’re doing

He didn’t but should have done.

On May 4th tyler finally told me what I’d been waiting to hear. My phone would be fixed by Monday 9th ready to return to me on Tuesday May 10th.

Guess what? Today (May 9th) I contacted HTC for a final update.

I can see you are on our priority list to be dispatched this week, we have not yet had any more information on your device’s status but I can see it was last awaiting parts to be repaired.

Still no nearer to getting my phone back. I replied telling young Tyler that I was not a happy bunny and I wanted answers. This is what he sent me:-

We sincerely apologize mis-informing you of this. We have received some more information from the repair center advising that the parts are on backorder, and that it should be repaired by the end of the week.

Outrageous. I don’t know what to do next.

I will keep you informed of what does happen next. i know that I’ll never purchase a HTC phone ever again and I advise all of you who may buy one.

DON’T

Great phones when they work but possibly the worst customer service. EVER!