HTC Repair Complaint

HTC Hero

WARNING – THIS POST IS A RANT

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.

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238 thoughts on “HTC Repair Complaint

  1. HI THERE
    IT IS VERY SAD TO SAY…..YOUR AMRITSAR SERVICE CENTRE PEOPLE ARE HARRASING AND MISLEADING THE CUSTOMERS……………
    I BOUGHT A HTC ONE V 4 MONTHS BACK….AFTER TWO MONTHS….IT HAD A SCREEN BREAKAGE…..FOR WHICH I GAVE IT TO AMRITSAR SERVICE CENTRE THROUGH MY DEALER IN PAthankot….for more than 60 days….they kept on misleading me by saying different things like”it has been done , we will give you within 2 days” ….it continued for 10 days….after which i specially went to amritsar for the real status……after reaching the adress given by htc on its web site……i found there was no such centre there….everything was fake….dealer gave me contact number of mr shaMINDER THE SALES/SERVICE INCHARGE THERE…..WHEN I CONTACTED HIM….HE TOLD THAT GIVE 8500 RS THERE AND TAKE YOUR SET….ITS BEEN DONE…..BUT WEN I CHECKED THE STATUS…..THE MOBILE WAS STILL NOT IN WORKING CONDITION….FOR WHICH THEY TOLD ME “MOBILE IS NOT CHARGED”….THEN I SAID”THEN CHARGE IT AND SWITCH ON THE SET SO THAT I CAN CHECK IT AND MAKE THE PAYMENT”………BUT VERY UNFORTUNATELY….THEY EVEN DID NOT HAV THE CHARGER OF HTC THERE……THEN I BROUGHT MY OWN CHARGER FROM MY CAR TO CHECK….BUT STILL IT WAS NOT WORKING……FOR WHICH THEY TOLD ME IT WILL TAKE TWO MORE DAYS…..THEY WERE NOT EVEN GIVING THE RECIEPT OF THE SERVICE BILL………MR SHAMINDER MISBEHAVED A LOT WID ME……………..I MEAN THIS IS HTC…..THERE IS NO ONE TO LISTEN……..
    SIR THIS IS MY LAST RESORT….IF I DNT GET ANY FEEDBACK FRM UR SIDE THEN I WILL CONSIDER HTC COMPANY TOTALY FROD….AND FURTHER I WILL FILE A LEGAL COMPLAIN IN CONSUMER COURT……AND IF REQUIRED I WILL EXPOSE THE WHOLE THING IN MEDIA….
    KINDLY DO THE NEEDFULL IN THIS REGARD AS EARLY AS POSSIBLE….
    THANKING YOU
    ANKUSH CHOHDA
    MOB NO-8054535162

  2. I feel as though i have been shafted by HTC, they want to charge me £155 pounds saying that I had rooted my phone hence the fault. As explained to them i had not done any such function, as i liked my android phone the way it was thanks, and that the andriod apps that i could get from the HTC store was sufficient for my needs – so rooting it wasnt on the list of things to do. Suffice to say they were adament that I had rooted it and that to get it fixed i would have to cough up…. HTC let me give you a suggestion – S-OFF tells you that the security is switched off on your phone, so that you will be able to flash unsigned ROMs (e.g. custom ROMs). It does not mean that you are rooted, often people get the terminology wrong here. If you have S-OFF then you may be able to root (i.e. get root/superuser permissions) on your current ROM, or flash a different ROM (either a pre-rooted custom ROM) or a different ROM.. so when you tech people do a cart blance comment of ‘illegal software’ not all user want to or have ‘rooted’ there HTC device – and beside you should be able to check that with the ROM version/HBOOT version surely??? HTC Quitely Brillant – i think not

  3. Does anyone have HTC’s CEO’s contact information? I’m up to my eyeballs in frustration with them and sprint. I bought the evo shift through sprint a few months in the touch screen stopped working. I paid sprint to fix it. Then the charging stopped working. Had sprint fix it. They keep telling me to buy insurance. Insurance is for emergencies and accidents. I have had neither, the phone just doesn’t work properly not because I dropped it or spilled water on it just doesn’t work. So finally I decided to send it to HTC as it is still under warranty and I have already paid sprint to fix it 3 times in less than a year (the last time of which the broke my case and handed it back to me in pieces). So I sent it, at my expense, to HTC only to get a report back that I need to either pay them $92 to fix it because it has case damage and a faulty motherboard and those repairs are not covered under warranty or pay $35 to have them ship the nonoperational phone back to me. The case is scratched a bit due to having no case after sprint broke it but what phone doesn’t have any scratches. I can only assume they are using the scratches to suggest that the motherboard is faulty because I dropped the phone so they don’t have to fix it. The phone has probably only worked about 60% of the less than a year I’ve had it. I’m sure their phones are great when they work but if you have any problems you are SOL.

  4. Just sent this via the complaints process

    As a first time HTC customer I am shocked, appalled and disappointed by the quality of my device and service I have received from HTC.

    Having recently purchased a HTC One S, I suffered from the casing paint chip build quality flaw that affected users worldwide. I raised a service ticket with the warranty repair centre and a week later received my device back with a new casing.

    Following this, I had long suspected I had a flawed screen as the screen was tinted red and the tint became more and more severe as brightness was reduced below 50% (to compensate for battery life). I had an opportunity to compare my phone to two other HTC One S devices and was alarmed when I saw that the other devices remained white throughout the range of brightness.

    After discovering I had a genuinely flawed screen I called in to HTC and was subsequently advised I clearly had a faulty phone and I should send it in for repair under the warranty terms. I raised a ticket, sent my phone in and waited for a response. I subsequently chased multiple times for an update on the status of my phone and was told “there is no update at the moment”.

    Eventually I received an email quoting me £145 for repair, and £25 for the return of my phone, suffice to say I was shocked.

    I called in to Mark(ID/Ext 111347) at the HTC Warranty centre to express my disappointment and request an explanation. I was subsequently informed that I had no options as a customer and I either pay to have the phone returned or pay for it to be fixed. I asked for a detailed explanation and was told that the phone had been tampered with and displayed illegal software and that I should take it up with the retailer. I could not believe that I was being accused of tampering with the phone, I have not, nor do I ever plan to install roms or any other illegal software onto my device, and the device is factory standard.

    I asked to speak with a manager, Mark informed me that he’ll try but that nothing would change.

    Despite several attempts I was not able to speak to a supervisor/manager on duty. Mark then informed me that if I left the phone with HTC for 30 days that the phone would be returned to me free of charge.

    Quite frankly, this was infuriating to hear.

    On the one hand I’m being advised to take up the issue with my device directly with the retailer, on the other hand my phone is quite literally being held hostage for 30 days before being released for free. This gives me, the customer, no opportunity to take this up with the retailer as advised by HTC, and it also leaves me no option but to pay for a service for which there is no right to be charged. This screams of an intentionally structured mechanism by which HTC can generate further income from loyal customers, and is an outrageous and unethical business practice.

    I expressed my distress and disgust directly with Mark, and requested his surname, and the name of his manager as well as employee ID. Matt refused to release surnames, however provided the name “Warren” as his supervisor who was off duty. Mark stated that all managers on duty were in a meeting and would not take the call. Mark also advised me that the only option I have as a customer is to pay for the phone to be returned and raise a complaint. I have now reluctantly paid for my phone to be returned, and this is the official complaint.

    When I first purchased my One S I was both excited and passionate about owning a HTC device for the first time, and was keen to share this with friends, social networks, online communities and press outlets encouraging people to purchase HTC devices due to the excellent hardware, quality, value, and service I thought you presented to the market.

    Given my experience, I have sharply changed my opinion of your organisation. Never have I felt less valued by any corporation of which I am a customer.

    I expect my complaints to be taken seriously and for a resolution to be achieved, as it stands I will escalate this as far as required to achieve customer satisfaction.

  5. VIRAL K KANSARA
    VASAI (W) THANE MUMBAI
    MAHARASHTRA INDIA
    PH—9673563344, 9372484683
    Dear sir
    I purchase HTC mobile from Reliance Digital , Korum Mall , Thane, Model : HTC DESIRE VC My IMIE no – 353526050224242 Date of purchase : 19-08-2012. Its cost is Rs 21499.00
    After 30 or 35 days my mobile was not charging properly and over heat problem so I sent to service centre in borivali. In Mumbai there is only collection centre then it is going to Bangalore for repairing. So I have to wait for 15 to 20 days for repairing. After 15 to 20 days I got my repaired mobile but they didn’t repair it and give me as it is. Further I have given to service centre for repairing and wait for another 15 to 20 days. Htc customer care executive are so rude and they have only one customer care number ie 18002663566. They didn’t give his/her senior executive for higher site complaint. I have also email so many time but I didn’t get satisfactory answer. I told them so many time that it is manufacturing defect and I want my mobile replace.
    So please help me and tell me what to do. I want my mobile replace.

  6. A complaint about HTC product and costumer service
    Hi Everyone,
    My name is Itamar, I am from Israel and I own HTC one X which I bought in the USA. The devise
    carries a global warranty.
    I would like to start and say that I was very excited to buy the HTC one X, and join HTC family, since I had an excellent opinion of the company and its products.

    At the first couple of month since I bought it, except of low battery life, I was very satisfied by all functions and devise itself. Even after other companies released similar and competitor products, I was still very certain that I have made the best decision and that I have a super-premium device.

    After two month of use, suddenly a problem occurred: Whenever an incoming call was ringing, I pushed the answering button, but the devise didn’t “wake up” and did not get out of the “sleeping” mode. Only after 20-25 attempts to answer, it started to respond and got out from sleeping mode
    (Of course the call was no longer on line, and I had to call back…).

    At this stage, I would like to point out that I have treated the device very carefully, I bought the original HTC case with back and front protection (cost me $40), it never fell or was damaged in any way.

    Contacting HTC service center, I was told that I need to send my device to Greece on my own expense (Euro 25), and it took more than 7 weeks to get it back fixed. This caused me a lot of frustration and inconvenience.
    From previous experience with devices I bought from other companies:
    1. Under warranty no cost should be on buyer.
    2. Nevertheless the defective devise should have been switched immediately by a new one, considering the severe problem occurred after such short period of use. (this shows to my opinion of a production defect).
    3. The main reason I bought my cell phone from a brand company was the quality and service. Unfortunately none of the 2 reasons were proven.
    4. Compering to prices of similar devises by other companies, this devise already cost me about $750 (altogether), which I find very expensive.

    Now that I got my device back, I feel insecure with it, and am concerned regarding the possibility that same or different problem might occur.

    I wrote a letter to HTC head office few weeks ago and did not get any response by now. I suggest to all future buyers to think it over.

    Sincerely,
    Itamar – eashy25@gmail.com

  7. HTC UK customer services is simply appalling. I had a One X for three days and then the wireless stopped working – this is a well-documented issue. Since then the phone has been back three times with the same fault. Each time HTC returned it with the issue not fixed and easily replicated. So I wonder if any technicians ever looked at it. Now they have shipped a new handset but to my home address whilst I am away for two weeks – with nobody to sign for it. I phoned them twice and told them, noted on the repair sheet packet with the faulty handset and emailed them – all not to ship it back to me until they confirm the delivery address. HTC ignored all my communications and shipped the new phone but now it appears an unknown person in my street have taken delivery of the device.
    When I called to complain HTC UK customer services put me through to their “senior manager”, someone called Jamie. Jamie would not give me his last name, stating “privacy reasons”. He bluntly told me that it is not their problem and that in any event I should have given them five days’ notice of the new shipping address. This is despite the fact that they have only had the phone about two days before deciding to replace it, despite the fact that I asked them when I arranged the return of the faulty phone to confirm a shipping address with me, despite the fact that I emailed then before it was even shipped and despite that fact that I called them twice to confirm they would not ship it until I confirmed an address.
    This was my third HTC and my last. And they wonder why their relative market share is declining.

  8. I have sent htc desire s back twice for repair as it could not receive a signal.
    Twice it came back saying it had undergone “rigorous” testing and no fault could be found. I asked what SIM card they had used to test it several times and was told by nice people at customer service that the engineers have answered none of their emails and they cannot understand why it still does not work. Now I have to send it back again for a third time in about a month. Does anyone have an email address for the complaints team or the CEO at HTC. I wish to complain about the engineers who test these phones. I think we, the customers deserve an explanation of their rigorous testing procedure.
    If I gave the phone to a small child, he would tell me within minutes that the phone is not working. I think the management and shareholders of htc have to ask themselves why they are paying these people ?

  9. In the last wo years i have purchased and HTC Legend and Desire. Within a couple of weeks of the end of the guarantee the touch screens started to malfunction. No help from the dealer in Thailand whoa are only interested in new sales not servicing. No more of HTC for me

  10. Seems like my complaint is very common here, after many hours of back and forthing with HTC I have received no resolution. My phone died one day and would not turn on again. After 2 months of phone calls, emails, waiting, non received faxes by HTC, I finally got the go ahead to send my phone away for repair under the manufacturer 15 months warranty. I send my phone away to this repair shop, a week later they call me and say it will be $400 to fix, they have no information from htc regarding the warranty repair. After calling HTC, they simply inform me that since the order was set up after the warranty period it could not be covered. Well it seems they jerked me around on purpose to lag the time out so they wouldn’t have to cover it. I emailed the customer resolution department and they made it seem like I was the confused one, like they had told me all along I would not be covered. Tell me, why ask for the proof of purchase to be faxed in, so they had proof it was within the warranty period, then go ahead and set up a repair ticket fully knowing it was for warranty, when they were never planning on paying for it? I am so beyong flaming angry at this company. I was given false information by more than one of the reps and they want to assume no responsibilty for that. To top it all of, when my Sensation broke, I had to buy a replacement phone because I had nothing, and its another shotty HTC product! It’s so slow, has no internal memory and the touch screen works only half the time. Never in my life have I experienced the lack of customer care and common sense that has been displayed by HTC. I hope they get whats coming to them.

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