HTC Call centre

matthenue

I have had a fault with my phone where it just turned off and would never turn back on.

I have sent it in as it was still covered by warranty.

The call centre then said the screen was cracked (which i had told them already) and I would need to pay £88 to fix a £150 phone

So i complained explaining that the crack was on the button of the phone not the screen and has nothing to do with the problem.

They understood this and said they would raise it to head office and I would receive a response within 7-10 days.

This was on 13/07.

I have had no response and have called up multiple times, only to be fobbed off. They will provide no assistance or call backs or explain why no one is contacting me.

Every time I call I have to explain the situation to a tier 1 CS agent, who can't do anything. Then put through to a supervisor and explain again.

It always results in the same end, I'm sorry for the delay i'll escalate with a complaint form and this will take a few days for a response.

I have now contacted them 7 times and still no resolution.

I have asked them to forward me any different ways i can contact.

I have tried the chat call centre, email, post, telephone. All have had no response.

The worst part is they won't even send the phone back without charging me £25

I have recorded all conversations and every time I call they try push me away with there is no notes... so i give examples of what they have already said.

They will not give me any head office numbers and never call me back.

Anyone advice for how I can resolve this? what my rights are?

It's been nearly 2 months and this is a business phone for an app development (for windows phones). I am now a month behind with the app development as i don't have the phone. It's cost me a great deal of time and money calling them up and they even refused to call me back when i was on a mobile phone!?

Thanks for any help

bod1467

http://www.htc.com/uploadedFiles/Common/Shared_Image/Map/HtcEuropeLocation.pdf

http://www.itproportal.com/2011/06/28/htc-opens-uk-office/

Hope this helps.

visidigi

Try twitter.

HTC have horrific customer services in the UK, they have grown far too quickly and not invested in fixing the absolutely shocking service they offer.

They also keep insisting on returning phones for repair for simple to fix issues - the last time I had to send mine in it took 6 weeks to get it back, when I did it was still broken and was on Vrigin Media software when it was an o2 phone I sent them.

Twitter seemed to get a pretty good response from me in the end - but you had to be pretty upfront with them over what you said...

matthenue

thanks for the updates I'll give them a go.

matthenue

Got through but my reply was, As you broke the screen (a little crack on a glass button/not the screen) you have voided your warranty. they won't waiver any charges and have to fix all faults with the phone. They won't offer any compensation for the mistreatment of keeping me in the dark for nearly two months. Also every time I call up no one knows what's happening I get bounced around with no resolution.

Nothing I can do?

matthenue

I am confused Last CS agent I spoke to said it's been repaired and ready for delivery?

Totally confused as I received an email and phone call saying otherwise.... fingers crossed it will all be ok and someone took pity on me.

matthenue

absolute joke... after telling me they fixed it, I recieved my phone still broken and in a box saying all good just to rub it in.

With a note saying they tried to contact me.

They won't offer a goodwill gesture.

dunno what I can do

eranou

matthenue wrote: »

absolute joke... after telling me they fixed it, I recieved my phone still broken and in a box saying all good just to rub it in.

With a note saying they tried to contact me.

They won't offer a goodwill gesture.

dunno what I can do

Where did you buy the phone? if you didnt buy the phone direct from HTC they dont have any legal obligation under SOGA so they can impose any terms they want on the manufacturers warranty.

visidigi

matthenue wrote: »

I recieved my phone still broken and in a box saying all good just to rub it in.

they did that to me too - they really should stop doing that as they sent mine back more broken than when it went in...

As for your issue now - get the screen fixed, and send it in - I can see where they are coming from in regards to the screen issue as it coould be contributary in any case.

Just out of curiousity, given its a business phone is it not insured?

They do have a head office which you can complain to, in the end the only thing stopping me going keyboard warrior crazy on HTC for how useless they were was my network stepped up and beyond the plate to sort out my issue...

matthenue

Yeah I understand the screen... that's why I said leave it alone as it works fine. But I finally just thought screw it I'll pay.

They offered me priority because they messed me about so 6 day turn over.... thought that's good at least.

until.... 6 days later they still have no news for me or provided me with a new quotation.

So I rang and got with some dumb !!! who said

James: I am sorry but I cannot speed this process as we are waiting on a quotation.
me: I'm on Priority... this is a 6 day turn over
me: after 2 months i'd expect better
James: I am sorry but I cannot speed this process as we are waiting on a quotation.
me: Why not is your phone broken? Can you not speak to them?
James: I am sorry but I cannot speed this process as we are waiting on a quotation.


Such a joke and there is nothing I can do.

bod1467

I was going to say it sounds like "James" was as much use as the speaking clock, but at least the speaking clock says something different.