It’s now a year since my original blog post and all the problems I had with HTC.
Sadly I’m still getting comments on this post as it seems they still have all the same problems with their aftercare 12 months later. Some of their behaviour is clearly bordering on illegal and the company seems to bury its head in the sand.
Late last year my phone started playing up again, which judging by most of the posts they always do this after their repairs, so eventually I bit the bullet and bought an iPhone. Despite my cynicism about Apple and being bored by many people telling me how “amazing” they are, I took the plunge as I knew I didn’t want a Blackberry or a Samsung and there was no way I’m going near HTC again.
I haven’t looked back. I love the phone, not because it’s Apple, not because it looks nice but because IT ACTUALLY WORKS!
Many of my work colleagues still have their HTC phones and they still moan about the things I moaned about on my Hero. Here’s a summary of the main problems:
Lack of memory on the actual phone, yes I know you can add a memory card to it but the phones still keep running out of space for apps.
The lag, oh the annoying lag. ‘Click…. and wait, click…. and wait.’ Not sure if this the HTC phone or just Android. The Android tablets we test with at work are just as bad for this.
Phone reception. The iPhone 4 was publicly lynched by the media for it’s poor reception, compared to my Hero it’s amazing.
Battery life, my Hero barely lasted all day and that was without using the music player or surfing the net. The iPhone lasts at least double the lifetime of my Hero with heavy usage.
All of the above are problems when the phone works….
Do keep posting comments below, if no one complains nothing will ever change. Good luck, you’ll need it.
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.
Published on September 18, 2010 12:04 pm.
Filed under: Rant Tags: HTC
I sent my HTC wildfire s for repair on the 8th August 2011, they received it on the 9th at 8:30am. I was told it would take 7-10 working days. Today is the 25th August, the 13th working day, it is still not back! I have read some of the comments on here and I agree with all of them. HTC’s customer service is appalling, I am convinced that they don’t give a damm about you once you have bought the phone and that it could be another couple of weeks at least before I get the phone back.
I agree with all of the comments above. I can understand when a phone breaks down, when a company is making millions of phones inherently some will have faults, but what sets a company apart from the others is the after sales care. I have had my phone supposedly ‘repaired’ twice and on both occasions it has come back with the same problem. On complaining, they have informed me that under the warranty they have the right to attempt a repair for a third time before they will discuss replacing the phone. I have been without a phone for over a month now and I can say I will never buy a HTC again.
After four weeks of waiting and calling their permanately blocked helpline, I still dont have my HTC phone back. It is only 6 months old and only went wrong when ugrading one of their on downloads. I have been given various excuses and now find that since it arrived on the 16th August 2011 they looked at it then and apparently since then nothing has been done.This is my second Htc and my last. Their customer service is crap
HTC Desire S, went for repair, came back with the same issue in an ALL OK box
O2 UK latest firmware 147 206.2 has a bug, and i advise not to install. after installation of the latest software it stops incoming calls whilst 3G enabled
HTC have said they cannot repair my phone “what now” ?
My HTC mobile phone went for repair on the 4th of July its NOW THE 8TH OF SEPTEMBER!!
I have been left with out a mobile phone for over 3 months and counting!!!
I will never buy/rent a phone from HTC again. The only feedback I’m getting is… its the the testing stage. The repair service is a joke do not use this company unless you feel that taking over 3 months to repair a phone is acceptable. I shall update this post IF AND WHEN I GET THE MOBILE PHONE BACK.
Stewart I can well understand your utter frustration dealing with HTC. I think it appropriate to set up a Facebook HTC Complaints page which I have done. A search for HTC Complaints in Facebook will find it but would appreciate assistance.
Its been 20 days i have given my handset to the service centre by the name of SALORA sco-2473-74 sector-22c I was told that my handset will we repaired as LDC got broken as in response i always get the answer by the service centre people that the LCD is not avilable. Its very odd to listen to the same reply N numbers of time. Its been not more then one month that i bought the handset. Its the first time i bought the handset or been assosiated with HTC but now i feel that it was better to be with NOKIA or SONY because they are the best service provider. With a very heavy heart I am saying that if i will not be getting my phone set repaired i wasted my 18000/- buks on HTC. My phone is still lying with the szervice centre people i dont knw what should i do i am helpless.
Hope to get reply as soon as possible.
Thanks & Regards
Amandeep Kaur
I have had similar problems as others on here, my phone has been with them for 4 weeks now, and still no nearer to getting it back. Its under guarantee, they accept it is covered by that, but last week told me it had been lost. They have tonight told me that it isnt lost, it is in for reapir, but dont knw why it hasnt been. I have been told they are waiting for a part (a switch) The case has been escalated to a ‘mentor’ and was told that takes 48 hours for a reply, that was 6 days ago. I was then told the delay is caused becaused of the different locations in the UK. The customer service centre isnt near to the repair centre. I pointed out how quick and easy it is to use a phone (if I had one) and that maybe they should consider communication with each other by e mail. The upshot of todays conversation, nobody knows exactly, where my phone is, if I will get a new one, and if not, what will happen.
I have owned an HTC Legend for about 18 months and I’m happy with it; it has never broken down. However, after reading these comments I would never get another HTC phone unless they radically improve after-sales support. It is clear that phones sent to them with faults are just sent back with nothing being done.
This has been going on for months and HTC have done nothing – shame on them!
Yea they are hopeless. I sent in my phone a while ago for repair, and recently called for an update. It seems that the phone has been misplaced. They said that they do not know why the phone is not with their repair team and that they will escalate it. I still have not heard anything back from them. On the HTC tracking page it still says “Awaiting Device”. I really liked HTC, but after this poor level of service I will not buy another HTC again. I like how they use the term “escalate it” to make it seem like something good will come of it.
I am at the end of my tether trying to get my phone back from HTC. It was collected for repair 23 August. Is has been repaire but they can’t tell me when they will return it. They don’t send out any alert emails that a phone is being returned so you have no idea when to expect it. I will never buy an HTC again as a result of their very complacent customer care approach.
I have the HTC incredible 2 and the motherboard went bad. I didn’t even own the phone for a full month. I sent it to HTC repair company and was told it will take no longer then 2 weeks. It took them almost 2 months to send it back to me. so far it works but after reading all these things online I fear that it will break again in a few weeks.
I’ve had enough. I want to issue a County Court summons against HTC
Can someone give me their UK head office address. They’ve removed it from their website.
I have a HTC Desire and the full storage icon keeps appearing and because of this i can now not listen to any music take any pictures view any pitures or take or watch any videos i have deleted most of my pictures and videos to restore space but it still hasn’t changed, and when i click on the full storage icon it takes me to my app to delete some although i cannot as every app i have on my phone already comes with the phone and cannot be uninstalled, this has made to very angry. htc phones have some big issues and i would like to know how to slove my problem or i would like my money back and go for a different bran i phones.
My Htc desire HD has been back to the repair center 3 times since 8th August eventually they replaced it (After 2 months) and guess what, the new phone has the same GPS issues as the one i sent for repair. Not only have i been without a phone for this period, when they agreed to replace it they told me a new phone may not fix this issue. The phone is not fit for purpose. And i believe the new sensation has the same issue. Don’t buy an Htc phone i won’t again. They now don’t answer my emails or when i call they tell me a manager will call me back, no one call back.
I wish I had read all the comments on this site before I sent my HTC desire off for repair. They collected it & repaired it fast but then UPS lost the phone when they were trying to redeliver it. This was 8 days ago and since then I have not been able to speak to customer care at all even though they have a 48hr SLA. HTC tell me the phone is still out for delivery when UPS say it is lost…. I am still awaiting a replacement phone, to speak to someone at HTC that knows what they are talking about….
Having bought an HTC smartphone as I was setting up my new business, I am sonewhat horrified that after 3 months, my phone having gone back 4 times from various issues. That’s 4 wait in for collection adn 4 wait in for returns, over 5 hours on the phone, stress, loss of business, having to buy a dongle because my phone was being repaired so much and on and on and on….you know you have been there. HTC dont see fit to offer me any more than a replacement! No upgrade for compensation. If I ran my business like this I would be ashamed to go to work in the mornings. Finally I have a manager to take on my case personally and I have been promised a call by 9.30 today!!! (now 12) HTC customer I dont give a flying fig team should be run out of town.
I had 3 months of being messed around, all i can say is HTC is a mess.
For me it worked out well though, i have now recieved 3 brand new handsets, due to their poor communication. If you are really struggling like i was then contact the VP gets their attention then, important to stay calm and professional, does no good swearing and shouting like a thick chav.
Philip Blair
Vice President Product & Operations
M: +44 (0)7976 056 552
It goes like this; took my phone off charge (supplied charger)and there were lines up the right hand side of the screen on my HD2 and across the bottom so you couldn’t read the menus. Phoned HTC. Very helpful lady, yes its under warranty for two years (mines 18 months old) and we’ll fix it. Please be aware however, she says, that if it’s bashed around and scratched and stuff and just not been looked after then there might be a charge. Mine is, genuinely, just like it came out of the box, not a mark. Oh that’ll be fine, she says. She mailed me the UPS ticket and off it went. Two days later, an e-mail from HTC. We want £149 to repair your phone because the screen inside is cracked. If you don’t want it repairing we want £23.70 to send it back (never mentioned this when i first called). I asked them to explain how a screen encased in plastic got cracked when there isn’t a mark on the exterior. No reply. I asked them again, no reply. I mailed their head office, no reply. Another e-mail arrives, I can pay them £149 for the repair, £23.70 to send it back, or I can just let them scrap it. I’ve paid the £23.70 to avoid them just chucking it away, but this service is awful. Letter on it’s way to the CEO …….but he probably wont reply either.
I have had numerous problems with the incredible s .. it was was out new in may this year and the amount of faults they had with the phone they actually discontinued the phone after 2 months .. since then I had sent the phone for repairs after another problem and they sent the phone with no battery or back cover .. when challenged all I got was the is no record of a back and battery with the phone which absolute rubbish..
Still no back or battery
Tmobile won’t do.anything as It’s an unlocked phone direct from HTC yet I still have to pay my bill for the crap phone that has no back or battery..
I am taking them to court now its a flipping joke..
fucking waste of time ive been without my htc wildfire s for 4 weeks now and still no word on it discrace isnt the word……
STAY WAY CLEAR OF HTC IVE GOT A BLACKBERRY BOLD NOW AND I HAVENT LOOKED BACVK SCINCE HTC YOU SUCK!!!!!
can you guys help – ive made the mistake of getting a phone plus a flyer tablet – neither will connect to wifi networks other than in my house – - – not on trains , hotels , nothing. They think they ARE connected to the networks but no access to web can be got – the HTC help desk say they dont know the answer….im still lugging my laptop about with me so Im not stuck – ARE THESE TWO BITS OF KIT A WASTE OF MONEY THAT JUST CANT GET CONNECTED TO MOST WIFI POINTS ????
Htc Service was absolutely rubbish asking for over £200 for charging port repair cons wanted to charge me for mother board which had no damage at all plus htc have cut off my flex cable which connect from charging port to MB board. When I decided not to get it repaired for that price they have decided to cut the flex cable off although it was under guarantee they have blamed me for the damage they should know these are your common faults with your charging port. You could have just replaced the charging port if they wanted to but no they decided to try and con me. These engineers are not doing there work properly. I have taken the phone to local repair shop which they have replaced my charging port. I am very disappointed with the service I will never buy a HTC phone again. Apple services 100 times better not like the con engineers at HTC. I know there are alot of people had the same problem with the charging port after 15 months or so.
Google HTC crashes and see how many hits there are of people with all of these problems. It’s not just you, it’s not the phone model, the common denominator is HTC and their absolute inability to admit their phones are faulty. Yet they still sell them.
I just feel sorry for that poor receptionist in Slough
Having sent the HTC Desire back to be repaired under warranty for a new on-off button, this is poorly built and not likley to last the two years that the phone is contracted with. A person called Ester rang me on my mobile and first of all she aske who am I talking to, I replied “well you rang me” not a good start.
The than told me in a most agressive manner that if I wanted the phone back I would have to pay the quotation price for the repair, there was no mention at any time that they would sent it back to me un repaired, I have since failed to recieve a response from them so I can have my phone back.
Crap customer service, but some of the team working for them seem to be tired of having to try and deal with customers that have been treated so badly.
I purchased HTC’s flagship smartphone the Sensation on the 22/06/11. Initially there was not a problem with the device, one day I updated the phone over the air and then suddenly started experiencing issues with the power button. I would take between 3 – 10 attempts to put the phone into standby (turn the screen off). The screen would just keep coming back on, a connecting problem is the phone also take screenshots of its self when pressing the home button. This quickly became very frustrating. I contacted HTC and they asked me to send it off for repair, I agreed and 1 week later the device came back, only to find that it had not been fixed. I contacted HTC again and again they said it would need to go off for repair again. I was not happy with this but thought what else can I do. The second time it came back from repair it was still broken and also suffered cosmetic damage. I could not believe that this could go through testing and quality control and still arrive back to me broken & damaged.
My case was then sent to escalations & I sent of an image of the damage via e-mail, I then spoke to someone over the phone who said it had been received and they were looking into it. I waited a few days without hearing anything so I then decided to get in touch via online chat which seemed the quickest way of getting it sorted, they said they had not received any e-mail or image so I had to go through the process again finally getting them to admit they had the e-mail & image. I waited another few days before contacting them again via online chat, at which point I was then told that the information had not been passed on and they would have to pass it on to escalations again, after a few days I received and e-mail saying it would need to go off for repair again, at which point I refused and asked for a replacement device. HTC point blank refuse to replace my device and keep insisting on another repair.
Hey can anybody give me email contacts for any managers/customer service bosses/ceo’s anything HTC wise? I am having some serious issues with their customer services too
Case Ref: 11GBC410001836
HTC
I received a letter from Regenersis saying that I had not been in contact in regards to the quotation sent by HTC and hence they sent my phone back unrepaired.
However this has not been the case AT ALL. Since receiving the quotation from HTC I have made all numerous efforts to contact HTC and to make them aware of how unsatisfied I have been with the customer service and with the quote I received. For HTC to understand my frustrations I have listed all attempts and responses have been listed below.
To make you aware, I initially purchased the HTC Sensation in an O2store on the 8th August 2011, only having to return it back to the store a week later as I had overheating issues with the device. Again 6 weeks later I found the HTC sensation to have the same over heating issue when putting the device on charge or using the navigation system as well as the keypad jamming when using applications such as whatsapp after a prolonged period and front screen moving half way up, so I could not unlock the phone and had to continually switch it on and off. There were also lines in the front screen at random times. As O2 said they could not take it back I was advised to contact HTC.
The contact I had with HTC is summarised below:
4/10/ 11 – I contacted HTC and explained fully all the problems I had with my phone i.e. overheating when on charge and when using the navigation system. The keypad was also jamming when using applications such as whatsapp after a prolonged period and front screen moving half way up, so I could not unlock the phone and had to continually switch it on and off. There were also lines in the front screen at random times. After explaining this I also told the call handler that there was a scratch on the front screen, however these problems persisted before the scratch. The scratch on the digitizer did not affect the LCD in any way and there was no liquid coming from within the phone.
The call handler did not explain the out of warranty repair policy and assured me there was a definite fault with the phone. I then received an email with the return label. However there was tick list attached, and when I replied to the email explaining this, I had no reply so I had to explain the issues and put the piece of paper into the box with the phone.
11/10/2011 – I received a quote via email with the following message:
Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair.
After viewing the repair bill I was bewildered. The quote read a full LCD replacement and cosmetic repairs totalling to £140. And the return for the phone was listed as £23.00.
18/10/2011- I called HTC customer services and asked them to explain the bill and the fact that the call handler did not explain that an out of warranty repair had to be completed first. I also asked that the initial call should be listened to, and the misguided advice should be addressed.
19/10/2011 – I then received an email with brief and biased call notes from my initial call, and they were not the exact words which had been exchanged.
24/10/2011- after seeking professional advice, I contacted HTC again and asked them to explain why I had been charged for a full LCD replacement when only the digitizer had to be replaced. And the cost of a digitizer was nowhere around the price quoted by HTC. At this point the call handler then said my case would be passed to management and I would receive a call back from them.
I however received no calls from HTC apart from two emails. 31/10/2011 – saying we will contact you soon and on 31/10/2011- asking me to respond on whether I would like to proceed with the quote
11/11/2011 I unexpectedly received my unrepaired phone. I had no prior call from HTC that it would be sent back to me. It was only lucky that there was someone in the house at the time that was able to sign for the package. Yet again if this wasn’t the case, my phone would have been in an unfamiliar location and I would have been totally unaware of this. I put in every effort to ensure my phone was sent securely and safely to HTC, while this was not reciprocated.
I am thoroughly disappointed with the customer service I received. I feel that HTC threw my case from pillar to post and did not get back to on time, causing me great distress and leading me to have to pay a high tariff for a phone which I’ve not had full use of for nearly 8 weeks.
I expect a full explanation from HTC as to why my case was dealt with this way, and why I was told that I had not been in contact, which is clearly not the case AT ALL.
I would also like an explanation as to why on two occasions highlighted below, that I was asked to pay a return fee and then my phone was sent back to me unexpectedly, without me even being satisfied with the end result of my case?
Emails received on 11/10/2011 and 19/10/2011 mentioned the return fee for the phone. I quote from both emails:
11/10/2011 –“If you decide not to complete this repair, your device will be returned to you following receipt of payment for the administration and shipping costs incurred. You may use the same link as above to arrange this.”
19/11/2011- “So, return fee has to be paid. Cm can claim it from insurance. We cannot authorize free return.”
For the troubles I’ve undergone with the company HTC, the technical issues I’ve had with the phone, and to the fact that my phone is still within the one year’s warranty, I expect HTC to replace my phone with a new one or fully repair my damaged phone, as I’m highly unsatisfied. The HTC sensation has well and truly not lived up to it standards as to which it were advertised.
Regards
Naimha Malik
HTC Wildfire, Quietly brilliant! Microphone not working, one way transmission.People can’t hear me.HTC got the quietly correct, just not the brilliant! Reading other peoples experience with the company, mine hasn’t been that long ongoing.
3rd November 2011 Reported it to 0845 8900079 spoke to Jamie
4th November 2011 phone collected by ups
8th November 2011 returned but not fixed spoke to Carina
10th Novembe 2011 phone collected by same ups man
15th November 2011 returned but not fixed! Spoke to Michael and asked for a supervisor, told they were busy but a customer care person would ring on the 16th.
16th November 2011 waited for call at 4.30pm telephoned and asked for the phone number for the care team as I wanted to use my home phone and didn’t want to miss the call! wouldn’t give me a number.
NO CALL! Rang at 5.55 and spoke to Joe! Again asked for a supervisor or someone in authority. I was given the repair service number 01480 431431 who are only available between 9-5. (Regenisi I believe) Tomorrow I will give them a go, although reading other rants, they’re not much good.
Does anyone know Peter Chou chief executive officer Telephone number?As, maybe he could fix my phone he has an electronic engineering degree from national Taiwan Ocean university.After all, his staff haven’t managed to fix it.
My husband’s HTC Desire developed a fault with flashing lights and it wouldn’t charge. He took the battery out as he’d read on one of the forums that it was probably due to overheating (Angry Birds?!). The second time this happened he took the battery out again, but when he put it back in again one of the tiny battery connector pins fell out. HTC have said that it doesn’t fall under the warranty. The phone is 8 months old and was in perfect condition- never dropped etc.. This approach seems to cover them for producing inferior products! After numerous phonecalls/emails etc.. they returned the still faulty phone, although I still have an outstanding complaint with Head Office. Maybe he is one of the lucky ones to get it back but I don’t see why he should have to pay for something that wasn’t his fault.
HTC pay Service Level Agreement (SLA) to technical call centre called WDS. Whom take on your technical queries. The staff there are under-paid, Lack technical knowledge, badly disorganised and rely on a system that is severely incompetent. The management have no authority to do anything and are only interested in you “feedback” as its the quality of the service the company gets paid on. False promises are a common practice. Also the company system links to the repair centre is some what laughable.
Regenersis: http://www.mobilenewscwp.co.uk/2011/06/regenersis-loses-three-account/ As we hit tough times so did this company. My guess is that they’re overworking their staff who deal with other manufacture repair’s and because of the SLA they have with them. Turn around time is suppose to 14 working days. However due to the speed of the engineers and weaknesses in its diagnostic methods. All they’re interested in is getting done as soon as possible. In my time I’ve seen some horrendous repair jobs from “local” phone shops but one customer’s phone we off semi working & after several weeks of chasing it with WDS (they said it was fixed). It was returned damage with a letter say “Liquid Damage” when we took off the battery. Screws were at an angle and 2 screws when “bold” mean we could not open the device.
So who’s responsibly was it? WDS does not want take “ownership” of the device (Not really much point in calling yourself HTC customer). Repair centre did not want to touch it. HTC s
3 weeks ago my HTC Desire failed with a total power failure. I phoned HTC and they were very helpful, they arranged for pickup the next working day via UPS and I had the phone back in my hands within 4 working days. So far so good.
However whilst in the hands of the HTC repair team (Regenersis) they introduced a new problem, the screen was no longer attached properly to the phone. I phoned HTC back and they were very apologetic, arranged another pick up and again I had the phone back in 4 days. However the problem with the screen was still there. So back to HTC. They did offer me £30 worth of accessories, there were none that I needed or wanted, but I asked for a memory card and some screen protectors anyway. They never did turn up. So the phone went back to HTC, however this time they kept it for a week (coincidence that it took longer since I was complaining?) and turned up yet again with the same problem.
So the situation at the moment is that I had been dealing with Christian in their customer complaints team, who had offered me a new phone if my one came back broken again. However since the phone did come back broken hey and they have gone very quiet and I can’t get through to Christian and just get the runaround from the other operators.
The internet is awash with complaints about HTC customer service, so it looks like the next step is to take legal advice, that and make sure I never buy another HTC
Follow up: After much complaining, a handwritten letter and an email to someone (address in these threads somewhere), HTC have finally agreed to fix the phone as an “in warranty repair”. It is worthwhile complaining when you’re in the right and if I ever get the phone back and in one piece again, I might just allow myself a high five and take them off my hit list! Good luck all.
We all are in problem with HTC handset but only HTC think for innovation in technology and awesome UI in phone. but well all go for one thing
STOP BUYING HTC SAVE MONEY SAVE TIME GO FOR OTHERS BRANDS EXCEPT HTC
I own a sensation for this past few months…..
recently,due to an incident my lcd glass got cracked.I went to the htc customer care in camp,pune India……
The first thing I found was the lcd,I found air bubble with the plastic cover….
second was I was experiencing touch screen issues,which I did not find before replacing…..I told them this,but they were not ready to listen..
Poor effort by htc,I wasnt expecting this from an authorised repair centre,they are blaming me for the damage of motherboard…..
I am going there by this week to check the sensation with the old screen and see if the problem goes away,that meaning there is a problem with the lcd they provided…..
Until then pity on htc,they dont give a damn about after-sales services the quality of the repair parts……I rather have a phone having good after sales service
NEVER WILL BUY AN HTC AGAIN!!!!!!!
I have had a Desire HD go for repair twice to be returned without repair. I have sent an email to cust services with my complaint. Copied Phillip Blair in (thanks for that info Ashley on Oct 17th). I have posted on HTC Facebook page. Will see what the reply is. I like making waves and i have done the most i can for now.
Thank God for this site. Thank you to all those that have posted valuable information. I am going through crap with HTC the past month, despite sending them a complaint letter, they have not bothered to do anything. They really need to sort their customer service out. UPS actually lost my phone, but HTC won’t even do anything until they have finished their 8 working day trace, when it has been more than that. I just want a refund. I don’t want a replacement phone which will be a crap refurbished one.
Has anyone actually gone to court over this, because this is my next step.
I have a HTC desire s with a recurring gps fault. Had the phone in for repair now four times (2 with HTC and 2 with o2). Every time its back saying its fixed but still wont work. Would gladly accept a refund on the cost of buying two sat navs and keep the phone till renewal date but HTC will not budge on wanting it back for repair.
HTC Customer Care – a true oxymoron. I was informed that my phone had developed a fault from ‘user abuse’ (the fault was discovered after feeding my baby in the bedroom and walking into the lounge)….hardly time (or the place) to abuse…..One month following, I continue to get piecemeal information on what the fault is. One HTC mgr agreed that he was not satisfied with the clarity of the photo showing the fault (it took a month for HTC to share the image with me) and I am still no further on to seeing exactly what the fault is. Along with this HTC has failed to send emails to the correct email address, has been calling me on the mobile phone that is broken, fails to call back within the two hour windows promised and has total disregard for customers.
I have never come across such a take it or leave it attitude to customers so after 4 weeks of calling almost daily, I surrender and have bought a Nokia. I will be ceasing my contract with Orange who as customer of HTC has also failed to support me.
Nothing can prepare you for the poor service of HTC.
returned htc desire to regenesis just after xmas 2012 as the battery life was pathetic and when switching camera on phone goes blank,within 3 days i got it back stating that it was beyond repair due to water damage,the sticker was still green but to take it apart they had pushed a screwdriver through it.i was most dissapointed and told them as much in the email feedback form that they sent me.within a day their customer services rang and agreed to pick phone up via ups,they have had it back again and this time have sent it back with 2 identical letters with the unauthorised engineering ticked,i have rung and explained that the phone has never been near water and the only engineering authorised or otherwise was carried out by them,kate in their customer services,or whatever she is lied to me by saying that she would sort it out,heard no more ,now every time i ring she’s in a meeting.all i can say is that between you HTC and regenesis your after sales service is RUBBISH and i will never buy another htc phone as long as i breathe.
I was very happy to get a new HTC smartphone (it was Desire).
It really good, till it was broken.
After 9 months it stopped working and since then I have a NIGHTMARE contacts to HTC support and service center.
Till now (3 months) I am without smartphone, and HTC staff are VERY unconcerned and relaxed about this fact.
The service is AWFUL.
Last time I bought HTC.
I have decided to prove how down with the kids I am and write a review of the top 10. I haven’t listened to the charts in years and years so this should be fun, I also am completely unaware who half of the artists are.
In a sad attempt to up my street cred, I have gone a step further and reviewed NEXT WEEKS top 10 (taken from the official charts website). Yes, I am even more down with the charts than the kids are!
I’d previously been getting very cynical about the way record labels seem to be more short sighted than ever these days, therefore it’s great to see a band such as Django Django. Signed to independent label Because, the band look set to break through into the mainstream with their debut album looking to enter the national chart this. This is a rare occasion these days as it was recently reported that sales of music by guitar bands is at its lowest in many years. Their Beta Band versus Hot Chip sound is welcome more than ever at the moment.
It’s not often you go into the new year with a load of new releases on the horizon that you’re excited about, but 2012 seems to be such a year. Supposedly Factory Floor will have their debut album out this year and I’m sure there will be a whole load of new bands who emerge. Here’s a list of some of my favourite bands who have new albums out this spring…..
Here’s what I’ve been listening to in the last twelve months….
Veronica Falls
The thing I love about Veronica Falls, is the fact they specialise in the one thing that many mainstream artists forget about these days… and that is songwriting. Their shows are incredibly undertstated as they appear extremely nervous despite the fact they have been touring loads this year. All this though makes me love them all the more, rather like Belle & Sebastian or My Bloody Valentine when they released their debut albums, it’s just the music that does all the talking. When you’ve got songs as good as ‘Beachy Head’ and ‘The Fountain’ you don’t need any gimmicks.
I originally taped most of this show from the radio way back in 1994 and it’s a far superior documentary than the 2004 one broadcast on Radio 2. This was originally broadcast on Radio 1 before the era when Creation became Oasis’ record label and all the fantastic bands that made the label great were cast off on the scrapheap as they didn’t sell enough records compared to their new signings, as a certain group once said ‘Money Changes Everything’. Read more »
It’s that time of year again with the August Bank Holiday weekend to say goodbye to the festival season for another year. Last year whilst watching the Reading Festival on TV I finally got round to writing my review of the 1992 festival headlined by Nirvana.
We all know in the last decade there has been much talk about the death of the music industry and one aspect that has possibly changed the most is the way we retail music. The usual bores always blame downloading and the record labels are naively trying so hard to get the industry back to it’s 1990′s heyday rather than looking forward. Read more »
Published on May 30, 2011 2:30 pm.
Filed under: Rant Tags: HMV
Spring is in the air and the days are getting longer, which is great news as life no longer becomes so much of an endurance test and and it’s loads easier to find pleasures in life. Therefore it’s time for a look at the releases that are currently floating my boat…. Read more »
http://www.facebook.com/HTC
I sent my HTC wildfire s for repair on the 8th August 2011, they received it on the 9th at 8:30am. I was told it would take 7-10 working days. Today is the 25th August, the 13th working day, it is still not back! I have read some of the comments on here and I agree with all of them. HTC’s customer service is appalling, I am convinced that they don’t give a damm about you once you have bought the phone and that it could be another couple of weeks at least before I get the phone back.
why is the sky go not on the htc’s and when will it be arriving on the app store
Hi
your lucky i sent mine of to be repaired and the’ve lost it.
I agree with all of the comments above. I can understand when a phone breaks down, when a company is making millions of phones inherently some will have faults, but what sets a company apart from the others is the after sales care. I have had my phone supposedly ‘repaired’ twice and on both occasions it has come back with the same problem. On complaining, they have informed me that under the warranty they have the right to attempt a repair for a third time before they will discuss replacing the phone. I have been without a phone for over a month now and I can say I will never buy a HTC again.
After four weeks of waiting and calling their permanately blocked helpline, I still dont have my HTC phone back. It is only 6 months old and only went wrong when ugrading one of their on downloads. I have been given various excuses and now find that since it arrived on the 16th August 2011 they looked at it then and apparently since then nothing has been done.This is my second Htc and my last. Their customer service is crap
HTC Desire S, went for repair, came back with the same issue in an ALL OK box
O2 UK latest firmware 147 206.2 has a bug, and i advise not to install. after installation of the latest software it stops incoming calls whilst 3G enabled
HTC have said they cannot repair my phone “what now” ?
Peter Chou’s email is Peter_Chou@htc.com
My HTC mobile phone went for repair on the 4th of July its NOW THE 8TH OF SEPTEMBER!!
I have been left with out a mobile phone for over 3 months and counting!!!
I will never buy/rent a phone from HTC again. The only feedback I’m getting is… its the the testing stage. The repair service is a joke do not use this company unless you feel that taking over 3 months to repair a phone is acceptable. I shall update this post IF AND WHEN I GET THE MOBILE PHONE BACK.
I too am having problems dealing with HTC support. Any hands up on who the CEO is? HTC refused to give me any names.
Professor David B. Yoffie is one of the Directors. It will take some research but I will track him down. I’ll keep you posted.
Stewart I can well understand your utter frustration dealing with HTC. I think it appropriate to set up a Facebook HTC Complaints page which I have done. A search for HTC Complaints in Facebook will find it but would appreciate assistance.
Thanks
Its been 20 days i have given my handset to the service centre by the name of SALORA sco-2473-74 sector-22c I was told that my handset will we repaired as LDC got broken as in response i always get the answer by the service centre people that the LCD is not avilable. Its very odd to listen to the same reply N numbers of time. Its been not more then one month that i bought the handset. Its the first time i bought the handset or been assosiated with HTC but now i feel that it was better to be with NOKIA or SONY because they are the best service provider. With a very heavy heart I am saying that if i will not be getting my phone set repaired i wasted my 18000/- buks on HTC. My phone is still lying with the szervice centre people i dont knw what should i do i am helpless.
Hope to get reply as soon as possible.
Thanks & Regards
Amandeep Kaur
I have had similar problems as others on here, my phone has been with them for 4 weeks now, and still no nearer to getting it back. Its under guarantee, they accept it is covered by that, but last week told me it had been lost. They have tonight told me that it isnt lost, it is in for reapir, but dont knw why it hasnt been. I have been told they are waiting for a part (a switch) The case has been escalated to a ‘mentor’ and was told that takes 48 hours for a reply, that was 6 days ago. I was then told the delay is caused becaused of the different locations in the UK. The customer service centre isnt near to the repair centre. I pointed out how quick and easy it is to use a phone (if I had one) and that maybe they should consider communication with each other by e mail. The upshot of todays conversation, nobody knows exactly, where my phone is, if I will get a new one, and if not, what will happen.
Update – seems HTC are featured on watchdog on Thursday 15th September – cant imagine its for a customer service award !
I have owned an HTC Legend for about 18 months and I’m happy with it; it has never broken down. However, after reading these comments I would never get another HTC phone unless they radically improve after-sales support. It is clear that phones sent to them with faults are just sent back with nothing being done.
This has been going on for months and HTC have done nothing – shame on them!
Yea they are hopeless. I sent in my phone a while ago for repair, and recently called for an update. It seems that the phone has been misplaced. They said that they do not know why the phone is not with their repair team and that they will escalate it. I still have not heard anything back from them. On the HTC tracking page it still says “Awaiting Device”. I really liked HTC, but after this poor level of service I will not buy another HTC again. I like how they use the term “escalate it” to make it seem like something good will come of it.
I am at the end of my tether trying to get my phone back from HTC. It was collected for repair 23 August. Is has been repaire but they can’t tell me when they will return it. They don’t send out any alert emails that a phone is being returned so you have no idea when to expect it. I will never buy an HTC again as a result of their very complacent customer care approach.
I have the HTC incredible 2 and the motherboard went bad. I didn’t even own the phone for a full month. I sent it to HTC repair company and was told it will take no longer then 2 weeks. It took them almost 2 months to send it back to me. so far it works but after reading all these things online I fear that it will break again in a few weeks.
I’ve had enough. I want to issue a County Court summons against HTC
Can someone give me their UK head office address. They’ve removed it from their website.
I have a HTC Desire and the full storage icon keeps appearing and because of this i can now not listen to any music take any pictures view any pitures or take or watch any videos i have deleted most of my pictures and videos to restore space but it still hasn’t changed, and when i click on the full storage icon it takes me to my app to delete some although i cannot as every app i have on my phone already comes with the phone and cannot be uninstalled, this has made to very angry. htc phones have some big issues and i would like to know how to slove my problem or i would like my money back and go for a different bran i phones.
Head Office Address:
HTC Europe Co., Ltd.
Wellington Street
Slough
Berkshire
SL1 1YP, United Kingdom
Tel: +44 (0) 1753218960
Fax: +44 (0) 1753218961/62
My Htc desire HD has been back to the repair center 3 times since 8th August eventually they replaced it (After 2 months) and guess what, the new phone has the same GPS issues as the one i sent for repair. Not only have i been without a phone for this period, when they agreed to replace it they told me a new phone may not fix this issue. The phone is not fit for purpose. And i believe the new sensation has the same issue. Don’t buy an Htc phone i won’t again. They now don’t answer my emails or when i call they tell me a manager will call me back, no one call back.
I wish I had read all the comments on this site before I sent my HTC desire off for repair. They collected it & repaired it fast but then UPS lost the phone when they were trying to redeliver it. This was 8 days ago and since then I have not been able to speak to customer care at all even though they have a 48hr SLA. HTC tell me the phone is still out for delivery when UPS say it is lost…. I am still awaiting a replacement phone, to speak to someone at HTC that knows what they are talking about….
Having bought an HTC smartphone as I was setting up my new business, I am sonewhat horrified that after 3 months, my phone having gone back 4 times from various issues. That’s 4 wait in for collection adn 4 wait in for returns, over 5 hours on the phone, stress, loss of business, having to buy a dongle because my phone was being repaired so much and on and on and on….you know you have been there. HTC dont see fit to offer me any more than a replacement! No upgrade for compensation. If I ran my business like this I would be ashamed to go to work in the mornings. Finally I have a manager to take on my case personally and I have been promised a call by 9.30 today!!! (now 12) HTC customer I dont give a flying fig team should be run out of town.
I had 3 months of being messed around, all i can say is HTC is a mess.
For me it worked out well though, i have now recieved 3 brand new handsets, due to their poor communication. If you are really struggling like i was then contact the VP gets their attention then, important to stay calm and professional, does no good swearing and shouting like a thick chav.
Philip Blair
Vice President Product & Operations
M: +44 (0)7976 056 552
T: +44 (0)1753 218 960
Philip_Blair@htc.com
HTC Europe Co Ltd
Wellington Street,
Slough, Berkshire SL1 1YP, UK
http://www.htc.com
it was back in may i used this email to contact him, it may have changed since then. he did actually respond.
It goes like this; took my phone off charge (supplied charger)and there were lines up the right hand side of the screen on my HD2 and across the bottom so you couldn’t read the menus. Phoned HTC. Very helpful lady, yes its under warranty for two years (mines 18 months old) and we’ll fix it. Please be aware however, she says, that if it’s bashed around and scratched and stuff and just not been looked after then there might be a charge. Mine is, genuinely, just like it came out of the box, not a mark. Oh that’ll be fine, she says. She mailed me the UPS ticket and off it went. Two days later, an e-mail from HTC. We want £149 to repair your phone because the screen inside is cracked. If you don’t want it repairing we want £23.70 to send it back (never mentioned this when i first called). I asked them to explain how a screen encased in plastic got cracked when there isn’t a mark on the exterior. No reply. I asked them again, no reply. I mailed their head office, no reply. Another e-mail arrives, I can pay them £149 for the repair, £23.70 to send it back, or I can just let them scrap it. I’ve paid the £23.70 to avoid them just chucking it away, but this service is awful. Letter on it’s way to the CEO …….but he probably wont reply either.
I have had numerous problems with the incredible s .. it was was out new in may this year and the amount of faults they had with the phone they actually discontinued the phone after 2 months .. since then I had sent the phone for repairs after another problem and they sent the phone with no battery or back cover .. when challenged all I got was the is no record of a back and battery with the phone which absolute rubbish..
Still no back or battery
Tmobile won’t do.anything as It’s an unlocked phone direct from HTC yet I still have to pay my bill for the crap phone that has no back or battery..
I am taking them to court now its a flipping joke..
And to think I sold my iPhone for this
fucking waste of time ive been without my htc wildfire s for 4 weeks now and still no word on it discrace isnt the word……
STAY WAY CLEAR OF HTC IVE GOT A BLACKBERRY BOLD NOW AND I HAVENT LOOKED BACVK SCINCE HTC YOU SUCK!!!!!
can you guys help – ive made the mistake of getting a phone plus a flyer tablet – neither will connect to wifi networks other than in my house – - – not on trains , hotels , nothing. They think they ARE connected to the networks but no access to web can be got – the HTC help desk say they dont know the answer….im still lugging my laptop about with me so Im not stuck – ARE THESE TWO BITS OF KIT A WASTE OF MONEY THAT JUST CANT GET CONNECTED TO MOST WIFI POINTS ????
Htc Service was absolutely rubbish asking for over £200 for charging port repair cons wanted to charge me for mother board which had no damage at all plus htc have cut off my flex cable which connect from charging port to MB board. When I decided not to get it repaired for that price they have decided to cut the flex cable off although it was under guarantee they have blamed me for the damage they should know these are your common faults with your charging port. You could have just replaced the charging port if they wanted to but no they decided to try and con me. These engineers are not doing there work properly. I have taken the phone to local repair shop which they have replaced my charging port. I am very disappointed with the service I will never buy a HTC phone again. Apple services 100 times better not like the con engineers at HTC. I know there are alot of people had the same problem with the charging port after 15 months or so.
Google HTC crashes and see how many hits there are of people with all of these problems. It’s not just you, it’s not the phone model, the common denominator is HTC and their absolute inability to admit their phones are faulty. Yet they still sell them.
I just feel sorry for that poor receptionist in Slough
Having sent the HTC Desire back to be repaired under warranty for a new on-off button, this is poorly built and not likley to last the two years that the phone is contracted with. A person called Ester rang me on my mobile and first of all she aske who am I talking to, I replied “well you rang me” not a good start.
The than told me in a most agressive manner that if I wanted the phone back I would have to pay the quotation price for the repair, there was no mention at any time that they would sent it back to me un repaired, I have since failed to recieve a response from them so I can have my phone back.
Crap customer service, but some of the team working for them seem to be tired of having to try and deal with customers that have been treated so badly.
I purchased HTC’s flagship smartphone the Sensation on the 22/06/11. Initially there was not a problem with the device, one day I updated the phone over the air and then suddenly started experiencing issues with the power button. I would take between 3 – 10 attempts to put the phone into standby (turn the screen off). The screen would just keep coming back on, a connecting problem is the phone also take screenshots of its self when pressing the home button. This quickly became very frustrating. I contacted HTC and they asked me to send it off for repair, I agreed and 1 week later the device came back, only to find that it had not been fixed. I contacted HTC again and again they said it would need to go off for repair again. I was not happy with this but thought what else can I do. The second time it came back from repair it was still broken and also suffered cosmetic damage. I could not believe that this could go through testing and quality control and still arrive back to me broken & damaged.
My case was then sent to escalations & I sent of an image of the damage via e-mail, I then spoke to someone over the phone who said it had been received and they were looking into it. I waited a few days without hearing anything so I then decided to get in touch via online chat which seemed the quickest way of getting it sorted, they said they had not received any e-mail or image so I had to go through the process again finally getting them to admit they had the e-mail & image. I waited another few days before contacting them again via online chat, at which point I was then told that the information had not been passed on and they would have to pass it on to escalations again, after a few days I received and e-mail saying it would need to go off for repair again, at which point I refused and asked for a replacement device. HTC point blank refuse to replace my device and keep insisting on another repair.
Hey can anybody give me email contacts for any managers/customer service bosses/ceo’s anything HTC wise? I am having some serious issues with their customer services too
a letter i sent to HTC today
Case Ref: 11GBC410001836
HTC
I received a letter from Regenersis saying that I had not been in contact in regards to the quotation sent by HTC and hence they sent my phone back unrepaired.
However this has not been the case AT ALL. Since receiving the quotation from HTC I have made all numerous efforts to contact HTC and to make them aware of how unsatisfied I have been with the customer service and with the quote I received. For HTC to understand my frustrations I have listed all attempts and responses have been listed below.
To make you aware, I initially purchased the HTC Sensation in an O2store on the 8th August 2011, only having to return it back to the store a week later as I had overheating issues with the device. Again 6 weeks later I found the HTC sensation to have the same over heating issue when putting the device on charge or using the navigation system as well as the keypad jamming when using applications such as whatsapp after a prolonged period and front screen moving half way up, so I could not unlock the phone and had to continually switch it on and off. There were also lines in the front screen at random times. As O2 said they could not take it back I was advised to contact HTC.
The contact I had with HTC is summarised below:
4/10/ 11 – I contacted HTC and explained fully all the problems I had with my phone i.e. overheating when on charge and when using the navigation system. The keypad was also jamming when using applications such as whatsapp after a prolonged period and front screen moving half way up, so I could not unlock the phone and had to continually switch it on and off. There were also lines in the front screen at random times. After explaining this I also told the call handler that there was a scratch on the front screen, however these problems persisted before the scratch. The scratch on the digitizer did not affect the LCD in any way and there was no liquid coming from within the phone.
The call handler did not explain the out of warranty repair policy and assured me there was a definite fault with the phone. I then received an email with the return label. However there was tick list attached, and when I replied to the email explaining this, I had no reply so I had to explain the issues and put the piece of paper into the box with the phone.
11/10/2011 – I received a quote via email with the following message:
Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair.
After viewing the repair bill I was bewildered. The quote read a full LCD replacement and cosmetic repairs totalling to £140. And the return for the phone was listed as £23.00.
18/10/2011- I called HTC customer services and asked them to explain the bill and the fact that the call handler did not explain that an out of warranty repair had to be completed first. I also asked that the initial call should be listened to, and the misguided advice should be addressed.
19/10/2011 – I then received an email with brief and biased call notes from my initial call, and they were not the exact words which had been exchanged.
24/10/2011- after seeking professional advice, I contacted HTC again and asked them to explain why I had been charged for a full LCD replacement when only the digitizer had to be replaced. And the cost of a digitizer was nowhere around the price quoted by HTC. At this point the call handler then said my case would be passed to management and I would receive a call back from them.
I however received no calls from HTC apart from two emails. 31/10/2011 – saying we will contact you soon and on 31/10/2011- asking me to respond on whether I would like to proceed with the quote
11/11/2011 I unexpectedly received my unrepaired phone. I had no prior call from HTC that it would be sent back to me. It was only lucky that there was someone in the house at the time that was able to sign for the package. Yet again if this wasn’t the case, my phone would have been in an unfamiliar location and I would have been totally unaware of this. I put in every effort to ensure my phone was sent securely and safely to HTC, while this was not reciprocated.
I am thoroughly disappointed with the customer service I received. I feel that HTC threw my case from pillar to post and did not get back to on time, causing me great distress and leading me to have to pay a high tariff for a phone which I’ve not had full use of for nearly 8 weeks.
I expect a full explanation from HTC as to why my case was dealt with this way, and why I was told that I had not been in contact, which is clearly not the case AT ALL.
I would also like an explanation as to why on two occasions highlighted below, that I was asked to pay a return fee and then my phone was sent back to me unexpectedly, without me even being satisfied with the end result of my case?
Emails received on 11/10/2011 and 19/10/2011 mentioned the return fee for the phone. I quote from both emails:
11/10/2011 –“If you decide not to complete this repair, your device will be returned to you following receipt of payment for the administration and shipping costs incurred. You may use the same link as above to arrange this.”
19/11/2011- “So, return fee has to be paid. Cm can claim it from insurance. We cannot authorize free return.”
For the troubles I’ve undergone with the company HTC, the technical issues I’ve had with the phone, and to the fact that my phone is still within the one year’s warranty, I expect HTC to replace my phone with a new one or fully repair my damaged phone, as I’m highly unsatisfied. The HTC sensation has well and truly not lived up to it standards as to which it were advertised.
Regards
Naimha Malik
HTC Wildfire, Quietly brilliant! Microphone not working, one way transmission.People can’t hear me.HTC got the quietly correct, just not the brilliant! Reading other peoples experience with the company, mine hasn’t been that long ongoing.
3rd November 2011 Reported it to 0845 8900079 spoke to Jamie
4th November 2011 phone collected by ups
8th November 2011 returned but not fixed spoke to Carina
10th Novembe 2011 phone collected by same ups man
15th November 2011 returned but not fixed! Spoke to Michael and asked for a supervisor, told they were busy but a customer care person would ring on the 16th.
16th November 2011 waited for call at 4.30pm telephoned and asked for the phone number for the care team as I wanted to use my home phone and didn’t want to miss the call! wouldn’t give me a number.
NO CALL! Rang at 5.55 and spoke to Joe! Again asked for a supervisor or someone in authority. I was given the repair service number 01480 431431 who are only available between 9-5. (Regenisi I believe) Tomorrow I will give them a go, although reading other rants, they’re not much good.
Does anyone know Peter Chou chief executive officer Telephone number?As, maybe he could fix my phone he has an electronic engineering degree from national Taiwan Ocean university.After all, his staff haven’t managed to fix it.
My husband’s HTC Desire developed a fault with flashing lights and it wouldn’t charge. He took the battery out as he’d read on one of the forums that it was probably due to overheating (Angry Birds?!). The second time this happened he took the battery out again, but when he put it back in again one of the tiny battery connector pins fell out. HTC have said that it doesn’t fall under the warranty. The phone is 8 months old and was in perfect condition- never dropped etc.. This approach seems to cover them for producing inferior products! After numerous phonecalls/emails etc.. they returned the still faulty phone, although I still have an outstanding complaint with Head Office. Maybe he is one of the lucky ones to get it back but I don’t see why he should have to pay for something that wasn’t his fault.
HTC pay Service Level Agreement (SLA) to technical call centre called WDS. Whom take on your technical queries. The staff there are under-paid, Lack technical knowledge, badly disorganised and rely on a system that is severely incompetent. The management have no authority to do anything and are only interested in you “feedback” as its the quality of the service the company gets paid on. False promises are a common practice. Also the company system links to the repair centre is some what laughable.
Regenersis: http://www.mobilenewscwp.co.uk/2011/06/regenersis-loses-three-account/ As we hit tough times so did this company. My guess is that they’re overworking their staff who deal with other manufacture repair’s and because of the SLA they have with them. Turn around time is suppose to 14 working days. However due to the speed of the engineers and weaknesses in its diagnostic methods. All they’re interested in is getting done as soon as possible. In my time I’ve seen some horrendous repair jobs from “local” phone shops but one customer’s phone we off semi working & after several weeks of chasing it with WDS (they said it was fixed). It was returned damage with a letter say “Liquid Damage” when we took off the battery. Screws were at an angle and 2 screws when “bold” mean we could not open the device.
So who’s responsibly was it? WDS does not want take “ownership” of the device (Not really much point in calling yourself HTC customer). Repair centre did not want to touch it. HTC s
I have also had a bad experience with HTC.
3 weeks ago my HTC Desire failed with a total power failure. I phoned HTC and they were very helpful, they arranged for pickup the next working day via UPS and I had the phone back in my hands within 4 working days. So far so good.
However whilst in the hands of the HTC repair team (Regenersis) they introduced a new problem, the screen was no longer attached properly to the phone. I phoned HTC back and they were very apologetic, arranged another pick up and again I had the phone back in 4 days. However the problem with the screen was still there. So back to HTC. They did offer me £30 worth of accessories, there were none that I needed or wanted, but I asked for a memory card and some screen protectors anyway. They never did turn up. So the phone went back to HTC, however this time they kept it for a week (coincidence that it took longer since I was complaining?) and turned up yet again with the same problem.
So the situation at the moment is that I had been dealing with Christian in their customer complaints team, who had offered me a new phone if my one came back broken again. However since the phone did come back broken hey and they have gone very quiet and I can’t get through to Christian and just get the runaround from the other operators.
The internet is awash with complaints about HTC customer service, so it looks like the next step is to take legal advice, that and make sure I never buy another HTC
Follow up: After much complaining, a handwritten letter and an email to someone (address in these threads somewhere), HTC have finally agreed to fix the phone as an “in warranty repair”. It is worthwhile complaining when you’re in the right and if I ever get the phone back and in one piece again, I might just allow myself a high five and take them off my hit list! Good luck all.
We all are in problem with HTC handset but only HTC think for innovation in technology and awesome UI in phone. but well all go for one thing
STOP BUYING HTC SAVE MONEY SAVE TIME GO FOR OTHERS BRANDS EXCEPT HTC
I own a sensation for this past few months…..
recently,due to an incident my lcd glass got cracked.I went to the htc customer care in camp,pune India……
The first thing I found was the lcd,I found air bubble with the plastic cover….
second was I was experiencing touch screen issues,which I did not find before replacing…..I told them this,but they were not ready to listen..
Poor effort by htc,I wasnt expecting this from an authorised repair centre,they are blaming me for the damage of motherboard…..
I am going there by this week to check the sensation with the old screen and see if the problem goes away,that meaning there is a problem with the lcd they provided…..
Until then pity on htc,they dont give a damn about after-sales services the quality of the repair parts……I rather have a phone having good after sales service
NEVER WILL BUY AN HTC AGAIN!!!!!!!
I have had a Desire HD go for repair twice to be returned without repair. I have sent an email to cust services with my complaint. Copied Phillip Blair in (thanks for that info Ashley on Oct 17th). I have posted on HTC Facebook page. Will see what the reply is. I like making waves and i have done the most i can for now.
Thank God for this site. Thank you to all those that have posted valuable information. I am going through crap with HTC the past month, despite sending them a complaint letter, they have not bothered to do anything. They really need to sort their customer service out. UPS actually lost my phone, but HTC won’t even do anything until they have finished their 8 working day trace, when it has been more than that. I just want a refund. I don’t want a replacement phone which will be a crap refurbished one.
Has anyone actually gone to court over this, because this is my next step.
I have a HTC desire s with a recurring gps fault. Had the phone in for repair now four times (2 with HTC and 2 with o2). Every time its back saying its fixed but still wont work. Would gladly accept a refund on the cost of buying two sat navs and keep the phone till renewal date but HTC will not budge on wanting it back for repair.
HTC are a joke
HTC Customer Care – a true oxymoron. I was informed that my phone had developed a fault from ‘user abuse’ (the fault was discovered after feeding my baby in the bedroom and walking into the lounge)….hardly time (or the place) to abuse…..One month following, I continue to get piecemeal information on what the fault is. One HTC mgr agreed that he was not satisfied with the clarity of the photo showing the fault (it took a month for HTC to share the image with me) and I am still no further on to seeing exactly what the fault is. Along with this HTC has failed to send emails to the correct email address, has been calling me on the mobile phone that is broken, fails to call back within the two hour windows promised and has total disregard for customers.
I have never come across such a take it or leave it attitude to customers so after 4 weeks of calling almost daily, I surrender and have bought a Nokia. I will be ceasing my contract with Orange who as customer of HTC has also failed to support me.
Nothing can prepare you for the poor service of HTC.
returned htc desire to regenesis just after xmas 2012 as the battery life was pathetic and when switching camera on phone goes blank,within 3 days i got it back stating that it was beyond repair due to water damage,the sticker was still green but to take it apart they had pushed a screwdriver through it.i was most dissapointed and told them as much in the email feedback form that they sent me.within a day their customer services rang and agreed to pick phone up via ups,they have had it back again and this time have sent it back with 2 identical letters with the unauthorised engineering ticked,i have rung and explained that the phone has never been near water and the only engineering authorised or otherwise was carried out by them,kate in their customer services,or whatever she is lied to me by saying that she would sort it out,heard no more ,now every time i ring she’s in a meeting.all i can say is that between you HTC and regenesis your after sales service is RUBBISH and i will never buy another htc phone as long as i breathe.
I was very happy to get a new HTC smartphone (it was Desire).
It really good, till it was broken.
After 9 months it stopped working and since then I have a NIGHTMARE contacts to HTC support and service center.
Till now (3 months) I am without smartphone, and HTC staff are VERY unconcerned and relaxed about this fact.
The service is AWFUL.
Last time I bought HTC.
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