Beware a man who buys pixels in barrels - Bill Jackson
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HTC's customer support fails
TAIWANESE PHONE MAKER HTC can pump out new phones like nobody's business but it can't seem to fix them when they're broken.
Customer complaints continue to flow after the firm's best efforts to set things right. Loyal customers have had a vast array of problems after sending their precious handsets off to be repaired.
A search across the internet reveals that customers have gone though extensive delays with parts missing from returned phones, phones lost and phones returned still broken, to name some examples. One disgruntled customer posted, "I've had enough. I want to issue a County Court summons against HTC Can someone give me their UK head office address?"
A reader recently contacted us to inform us that his HTC Desire HD had been lost for two weeks after being sent off for repair, then when the phone eventually arrived back it was a different phone. The firm had sent a regular Desire handset.
The firm did change its service centre earlier this year in an effort to make things better but it doesn't seem to have corrected the problem. It is unclear what the problem is, but there might be a lack of replacement parts or staff.
We contacted HTC about the problem and it referred us to its Facebook post regarding the issue.
It said, "For those of you affected by our repair issues, we hear your frustration and agree that we fell short of our promises. We apologise. We have been working around the clock on this issue and are glad to be able to report that nearly all repair issues have been resolved. We appreciate the patience you've extended us during this process." µ
Tags: Hardware
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I feel there's a lot of HTC Bashing going on at the moment, I've been a HTC user for over 2 years and found them very helpful. I did start to experience problems with it restarting, and sent it off for repair. It was returned fixed in less than 5 working days of reporting the fault. I can't complain about the service, and my colleague has experienced similar to me. I'm not a HTC employee just a user.
I just feel it needs evening up a little, it all seems one way traffic.
K
my HTC N1 has just failed with the ON button no longer responding (common fault due to flex circuit-board), I wonder whether to get HTC UK to repair it or do I just reprogram the touch ball as on/off?
I may have to buy a shiny fruit phone in 2 weeks time whilst I mess around rooting and bypassing stuff?
HTC is one of the worst on service for the phone update's and service.
I had about six different model since G1 and not happy about the backup for the phones been sold, HTC is just interested in selling the same phones with new outlook with only few tweaks to fool people to grab money.
At the end it's all about the operating system not the makeup so why don't HTC give support for the phone bought just few months back.
I think it's just about making money and not caring about the people had spent hard earned cash to buy HTC product.
Anyway I have no time to stay with HTC anymore there are lots of options out there so I will switch to other option like iPhone.
After 10 months of usage my iPhone 4 had a problem with home button when I went apple support and just after 5 minutes they replaced it on warranty! That's what I call support! Meanwhile i haven't tried HTC and not a big fan of them they release a new smart phone every 5 minutes!!! Any news about Samsung support I'm very tempted with the Galaxy SII?
I'm not sure how much of a concern this is.
Anyone i know who's ever had a hardware issue with their smart phone, has gone through their mobile carrier to get it replaced or serviced.
Then again, i'm in Canada.
Are things different in the UK? Do the providers over there for customers to go to the phone OEM for support?
The touch screen stopped responding to touch on a HTC HD2 used in my company.
It's apparently a known issue due to a badly located sensor.
Anyway, after waiting after a couple of weeks waiting for a(no) fix. The solution was.. a LG Optimus. Bye bye HTC
I reported an issue back in Feb 2011.
They replied quickly and said they thought it was a faulty MicroSD card. I found this very unlikely, but as they were going to send me a replacement MicroSd card, I thought I'd play along with them if this was their script.
I'm still waiting.
Every few weeks I send them a message, which are getting more an more sarcastic.
Their big problem is that every fault reply you receive has "we assume that this resolves your problem" on the bottom, so on their system it will show as raised one day and resolved the next when they reply. They have no ability (or wish) to track long standing faults.
In the mean time I found a workaround for my issue and I'm looking at other companies when it comes to upgrade time.