HTC Repair Complaint

HTC Hero


Every now and then, you have to deal with a company who are just so incompetent that they make your blood boil and eventually you feel as if you are being unreasonable just for expecting the service from them they are offering.

Many years ago I bought a phone by HTC, it was the SPV M700 and I really liked it. After a few years it was becoming so slow as the buttons were so unresponsive (well, it was running Windows Mobile so what do you expect?) that I decided an upgrade was due. Naively I thought I’d stick with HTC and got the Hero which at the time seemed like a top of the range phone. God, it was slow, but the new Android system was pretty cool and when they release the 2.1 update this would sort things out. This was due to be released in Jan 2010 so it was only a few months to wait….. wrong……!!!!!!!!!!

HTC were so slow to release this, and now we know why. The phone isn’t capable of running it. The update was finally launched at the end of June 2010. For a week my phone was super fast, “at last I had a better phone than an iPhone!” I said. Within a week the screen stopped responding and the phone developed a life of it’s own. Below is a video (one of many on YouTube of the problem loads of people have been having.)

I contacted them after trying for a few weeks to fix the problem myself by uninstalling apps and doing a factory reset. After calling them numerous times, each time being told to do a factory reset again, they relented and took the phone off me in August.

They’ve now had my phone for 3 weeks and although it’s been fixed (apparently) for nearly a week now they still haven’t shipped it to me.

This morning I rang and asked to speak to someone from their complaints department and actually spoke to someone who was honest with me. He stated they have been flooded with repairs and can’t cope. But why was I so angry? On Wednesday I was told my phone would be with me the next day, on Friday I called to ask what was going on and the guy was so short tempered with me telling me it UPS’s fault for not picking it up. Today I was told I may get my phone back this week, I may not. They are so overloaded they just don’t know. So it’s not UPS’s fault as I suspected.

HTC products are great when they work, but when things go wrong, they really go wrong. They spend so much time creating new phones, they forget about the aftercare. A 6 month old phone is not a consideration to them anymore…. “repairs???? updates???? pppffffttt!!! Just get a new phone!” is their attitude. Do they not live in the real world? These things aren’t cheap.

I had a similar experience with Motorola a few years ago and promised never to buy one of their phones again. It was repaired 3 times and each time it came back with the same problem. Do Motorola even still make phones?

HTC are not going to be around for too long either, a quick search on Google shows how many problems their latest handsets have got, they can’t cope with Android. Their repair service is appalling, their customer service is appalling, any other brand you can get repaired in either a Carphone Warehouse repair centre or Apple store whilst you wait, HTC literally takes a month or more.

So in total, I have been about 3 months now without a fully functioning phone.  If you include the wait for the Android update, it’s been 9 months. Since the update I have been able to use it occasionally, but mostly to try and fix the problems with it. I’ve now decided it’s time to look around for a new phone. I can’t afford it, but HTC are too incompetent. When the phone is repaired i’ll send it off for recycling where they will give me £90 for it. Where do I go now, do I sell-out and follow all the sheep with Apple, or go retro with a Nokia? Neither seem appealling, but both are preferable to another HTC.

By the way, does anyone have the HTC UK CEO’s email address or phone number? I’d like to have a chat with him or her.

UPDATE: Finally got the phone back. So far so good, it works. Still determined that I will never buy HTC again.

238 thoughts on “HTC Repair Complaint


    We unfortunately use 15 x HTC One x units for work to run software for our road based engineers.

    3 phone went down with screen issues, ranging from part of digitiser along 123 on keypad stopped working, another completely stopped working and the last one would not switch on. 2 of the units sent back were handled ok, repaired parts replaced had them back within 10 days.

    Now the third unit was collected on 11th June 2013 and i chased them every few days. A rep informed me that this unit was dispatched 20th June 2013 which was inline with the other unit turnaround times.

    However it is now the 10th July 2013 and after several calls chasing this unit, and eventually pinning down accountability to a manager (Mr. Per – UK Support 0845 890 0079), they have now raised the log to UPS. I had expressed that the unit may had been lost as time kept going by. They gave me a UPS Tracking number that never worked! So i had to pester them to do what they should had done in the first place. Now they tell me they have raised the issue with UPS and i have to wait 8-days which is what time UPS have to track and locate the lost unit. But my point was we are without a works phone! Then cannot loan a phone! They cannot supply a replacement yet. So in total it will most likely be near 2 months before we get to see a unit again.


    And to think as an avid ex-HTC user i recommended HTC ONe X over The Samsung S3 to our company. What a fool i was. I now use Samsung Note 2 personally and would never go near HTC again for their level of poor customer service.

  2. I bought htc one in jan at a telco shop. I has the purple hazy camera tint.

    So i brought it back the next day for replacement. The telco finally gave me another htc one AFTER MORE THAN A WEEK. AND Too bad it has the same problem.

    So because htc sucks and probably every htc one in the shop has that problem, the shop keeper told me to go to htc care and get a perfect replacement.

    I went to htc care at the same day asking for replacement. Suprisingly i get a lip service, asking for invoice, replacement prove and all other purchase documents etc. Then offers me to repair instead.

    I thought maybe it’s better than getting another bad replacement, so i agree with repair..

    So there you go, a brand new phone gets a repair.

    Now, it’s already more than 2 weeks and still no news about my phone.

    This htc one is so suck that i waste more than a month in total dealing with this problem.

    So my friend, buying htc is like plying an expensive gamble. If u get a good stuff, it’s good…




  3. 2 months after the garanted was finish i had problems. No more sound. I cannot call with it. I cannot record sound when i’m doing videos. This product is the worst one that i never buy in my life. I will never buy HTC again.

  4. What a complete and utter waste of space, and lying 2 faced set of support team.

    Sent phone (Desire 610) for repair on 19/11/14. Spoken with 4 different people who were going to call me back, and never did

    Finally told me last week they had despatched a One Mini 2 as a replacement because the parts for the Desire 610 were unavailable and I had been without a phone for to long. I was told the phone had been dispatched and would arrive by 11/12/14.

    Thought I would call them today just to make sure it was still arriving so I could arrange to make sure someone was in to receive it.

    LMFAO! No phone was ever sent. And the stupid cow tried to tell me that I was wrong, and that no one told me I would receive a new phone! I'M NOT FUCKING DEAF OR STUPID, I know exactly what I was told. IGNORANT SLAPPER!

    The lying bastard on the phone last week just bullshitted his way to give them more time. And now my 'repaired' phone will arrive back some time in the future but they don't know when. What a set of fucking jokers.

    I have never known a company to lie so much to customers just to give them more time to fix a phone which is shit anyway!

    I urge anyone thinking of switching to HTC, not to. I would not recommend them to my worst enemy. Customer service skills are zero and repair centre incompetent at best!

    This saga has lasted 21 days so far, but others (on their own website) have waited 42 days and longer. Be warned. Buy a HTC and it fucks up (as is the norm), you could be without a phone for 6 weeks or more. However, you do get an empty apology for this.


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