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HTC terrible service
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robinbyron
Posts: 9 Forumite
in Mobiles
I have recently endured a terrible month with HTC after my phone developed a fault where the vibration stopped working.
I returned my phone via UPS (arranged by HTC) who promptly lost the phone.
Approximately a month later, after various conversations, investigations, claims being lodged between HTC and UPS, I was informed simply that my phone would be replaced.
Today I received a parcel from HTC and opened it up to find, not the HTC one mini 2 that I used to own, but a HTC one M8.
According to HTC, this is an excellent upgrade, but not one that I want, I could have bought the HTC one M8 when I first bought a handset, but I wanted the smaller HTC one mini 2.
Below is the conversation I have had with them to date, not really sure what to do next, I feel a bit powerless.
Frits (UK - Ireland Support (Service Escalation)) Thank you for contacting HTC regarding yourHTC One mini 2 (M8MINn). My name is Frits and I am a Technical Support Agent for the HTC Written Team. I've escalated this issue instantly. A tracer for your device was raised. This track and trace with UPS will take up to eight days to be concluded. In this period UPS will try to find the device. If they can't find the device, they'll make a claim so we can source a replacement. I expect to know more this coming Wednesday As soon as we hear back about this from UPS, I'll let you know. I apologize for any inconvenience caused. I look forward to hearing from you, to close your email or alternatively to reply to me please follow the links below. 2015/05/20 15:03:04
Robin Byron Hi Frits, I'd refer you to the attached "tweet" from @HTC_UK dated 7th May, at around 11am, stating that an investigation would take 8 working days. Lets be kind and discount May the 7th, as a full working day, that would put a generous 8 working days ending yesterday (19th May). So when you said "I expect to know more this coming Wednesday" do you mean today? Because I can't see how you could possibly expect me to wait until next wednesday? Either way, I've been without a phone for 26 days!!! 26 DAYS!!!! This is unacceptable! I don't care that it's the fault of UPS, who HTC uses as a courier is not my responsibility. I'm unhappy with the fact the phone has broken twice anyway, just send me a new one, or send me something else, I just need a phone. 2015/05/20 16:28:09 Screen Shot 2015-05-20 at 16.21.43.png
Michal (UK - Ireland Support (Service Escalation)) Thank you for contacting us for the enclosed matter below. First, we would like to express our deepest regret for the inconvenience caused by this unfortunate matter. The tracer has been reported on 07/05/2015 and investigation from the UPS side just started on 14/05/2015 which as my colleague explain to takes 8 working days. We understand that you are not really happy about this, but we are still waiting for the outcome from UPS. As soon as we will receive information from UPS, we will be in touch with you immediately. If you have any further questions or comments regarding this matter, please feel free to discuss it with us. 2015/05/21 19:08:04
Robin Byron Hi Michal, My response to that is simple, why did it take a week before UPS did anything about this? I understand HTC are a separate company to UPS, but as I stated previously, HTC chose UPS as their courier, it's up to them to manage that relationship effectively. Thanks Rob 2015/05/22 09:20:34
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your email Absolutely understand and agree with you, but without any information from the UPS in regards to your telephone we cannot do anything. I can promise you that I will do everything in my power to ensure this gets resolved as quickly as possible. Best Regards 2015/05/22 11:39:02
Robin Byron Any update from UPS? 2015/05/27 15:47:17
Michal (UK - Ireland Support (Service Escalation)) Thank you very much fro your email. Firstly, I would like to apologize that I come back to you just now. I have been in touch with UPS to find out what is going and investigation from their side is still in progress. They were not able to provide any information for now. We do apologize for this, but that is the only information I can provide at the moment. Should you require additional support please reply using the link below. 2015/05/28 15:27:58
Robin Byron Hi Michal, I've had notification from ups that a claim has been issued, what does this mean? 2015/05/29 16:16:41
Michal (UK - Ireland Support (Service Escalation)) Thank you for your email. It means that investigation from the UPS side has finished and they sent the money to our repair centre to order new telephone for you. It means that they have lost your telephone in transit. Should you require additional support please reply using the link below. 2015/05/29 16:36:52
Robin Byron Could have told you this would be the outcome a month ago, so do you have any HTC mini one 2's in stock? When will it be sent to me? 2015/05/29 16:48:46
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your reply. You can expect your new device to be delivered by the middle of this week, latest by the end of this week.. Should you require additional support please reply using the link below. 2015/06/01 13:31:29
Robin Byron Hi Michal, Thanks for the response, have you used UPS to send me the new phone? Do you have tracking information? Thanks Rob 2015/06/03 10:03:10
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your reply Unfortunately, we do not have tracking reference I can request it from Escalations department and send it to you, but according to our system the device has been dispatched yesterday. Should you require additional support please reply using the link below. 2015/06/03 17:50:44
Robin Byron Michal, I don't know what you've sent me, but this is not a HTC one mini 2. This is actually getting ridiculous. Thanks Rob 2015/06/04 14:23:22
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for yoru reply. They sent you HTC One M8 as an upgrade. If you are not happy just let me know. I will escalate it. Should you require additional support please reply using the link below. 2015/06/04 14:43:00
Robin Byron Hi Michal, No I'm not happy, that isn't an upgrade in my view, I didn't ask for this, it should've been discussed with me in advance, an upgrade would be an M9. I would like a HTC One mini 2, if you have problems fulfilling that, I can get Vodafone to engage with you and you can refund them, so that they can then refund me. Thanks Rob 2015/06/04 14:45:07
Michal (UK - Ireland Support (Service Escalation)) Thank your very much for your reply The main reason why we sent you an HTC One M8 is that we have not got any HTC One Mini 2 in stock right now., but after discussion with Escalations department, we can collect your HTC One M8 from you and as soon as our repair centre will have any HTC One Mini 2 or parts to build HTC One Mini 2 in stock we will be able to send you the device. Unfortunately, there is no ETA how long will that take. We are really sorry, but that is the only solution we can offer right now. Should you require additional support please reply using the link below. 2015/06/04 15:29:34
Robin Byron Hi Michal, This is the most ridiculous thing I've ever heard of. Not having parts or spare phones isn't my problem, it's something HTC need to deal with. I chose the Mini 2 because I didn't want the M8. The only resolution I will accept is that in order for me to have a phone, is that you can send you an M9. Thanks Rob 2015/06/04 15:41:25
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your reply. I am really sorry, but we are unable to offer HTC One M9. I do understand that you are not happy with the solution we offered you, but as I previously stated, we can collect your HTC One M8 from you and as soon as our repair centre will have any HTC One Mini 2 or parts to build HTC One Mini 2 in stock we will be able to send you the device. Unfortunately, there is no ETA how long will that take. Should you require additional support please reply using the link below.
I returned my phone via UPS (arranged by HTC) who promptly lost the phone.
Approximately a month later, after various conversations, investigations, claims being lodged between HTC and UPS, I was informed simply that my phone would be replaced.
Today I received a parcel from HTC and opened it up to find, not the HTC one mini 2 that I used to own, but a HTC one M8.
According to HTC, this is an excellent upgrade, but not one that I want, I could have bought the HTC one M8 when I first bought a handset, but I wanted the smaller HTC one mini 2.
Below is the conversation I have had with them to date, not really sure what to do next, I feel a bit powerless.
Frits (UK - Ireland Support (Service Escalation)) Thank you for contacting HTC regarding yourHTC One mini 2 (M8MINn). My name is Frits and I am a Technical Support Agent for the HTC Written Team. I've escalated this issue instantly. A tracer for your device was raised. This track and trace with UPS will take up to eight days to be concluded. In this period UPS will try to find the device. If they can't find the device, they'll make a claim so we can source a replacement. I expect to know more this coming Wednesday As soon as we hear back about this from UPS, I'll let you know. I apologize for any inconvenience caused. I look forward to hearing from you, to close your email or alternatively to reply to me please follow the links below. 2015/05/20 15:03:04
Robin Byron Hi Frits, I'd refer you to the attached "tweet" from @HTC_UK dated 7th May, at around 11am, stating that an investigation would take 8 working days. Lets be kind and discount May the 7th, as a full working day, that would put a generous 8 working days ending yesterday (19th May). So when you said "I expect to know more this coming Wednesday" do you mean today? Because I can't see how you could possibly expect me to wait until next wednesday? Either way, I've been without a phone for 26 days!!! 26 DAYS!!!! This is unacceptable! I don't care that it's the fault of UPS, who HTC uses as a courier is not my responsibility. I'm unhappy with the fact the phone has broken twice anyway, just send me a new one, or send me something else, I just need a phone. 2015/05/20 16:28:09 Screen Shot 2015-05-20 at 16.21.43.png
Michal (UK - Ireland Support (Service Escalation)) Thank you for contacting us for the enclosed matter below. First, we would like to express our deepest regret for the inconvenience caused by this unfortunate matter. The tracer has been reported on 07/05/2015 and investigation from the UPS side just started on 14/05/2015 which as my colleague explain to takes 8 working days. We understand that you are not really happy about this, but we are still waiting for the outcome from UPS. As soon as we will receive information from UPS, we will be in touch with you immediately. If you have any further questions or comments regarding this matter, please feel free to discuss it with us. 2015/05/21 19:08:04
Robin Byron Hi Michal, My response to that is simple, why did it take a week before UPS did anything about this? I understand HTC are a separate company to UPS, but as I stated previously, HTC chose UPS as their courier, it's up to them to manage that relationship effectively. Thanks Rob 2015/05/22 09:20:34
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your email Absolutely understand and agree with you, but without any information from the UPS in regards to your telephone we cannot do anything. I can promise you that I will do everything in my power to ensure this gets resolved as quickly as possible. Best Regards 2015/05/22 11:39:02
Robin Byron Any update from UPS? 2015/05/27 15:47:17
Michal (UK - Ireland Support (Service Escalation)) Thank you very much fro your email. Firstly, I would like to apologize that I come back to you just now. I have been in touch with UPS to find out what is going and investigation from their side is still in progress. They were not able to provide any information for now. We do apologize for this, but that is the only information I can provide at the moment. Should you require additional support please reply using the link below. 2015/05/28 15:27:58
Robin Byron Hi Michal, I've had notification from ups that a claim has been issued, what does this mean? 2015/05/29 16:16:41
Michal (UK - Ireland Support (Service Escalation)) Thank you for your email. It means that investigation from the UPS side has finished and they sent the money to our repair centre to order new telephone for you. It means that they have lost your telephone in transit. Should you require additional support please reply using the link below. 2015/05/29 16:36:52
Robin Byron Could have told you this would be the outcome a month ago, so do you have any HTC mini one 2's in stock? When will it be sent to me? 2015/05/29 16:48:46
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your reply. You can expect your new device to be delivered by the middle of this week, latest by the end of this week.. Should you require additional support please reply using the link below. 2015/06/01 13:31:29
Robin Byron Hi Michal, Thanks for the response, have you used UPS to send me the new phone? Do you have tracking information? Thanks Rob 2015/06/03 10:03:10
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your reply Unfortunately, we do not have tracking reference I can request it from Escalations department and send it to you, but according to our system the device has been dispatched yesterday. Should you require additional support please reply using the link below. 2015/06/03 17:50:44
Robin Byron Michal, I don't know what you've sent me, but this is not a HTC one mini 2. This is actually getting ridiculous. Thanks Rob 2015/06/04 14:23:22
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for yoru reply. They sent you HTC One M8 as an upgrade. If you are not happy just let me know. I will escalate it. Should you require additional support please reply using the link below. 2015/06/04 14:43:00
Robin Byron Hi Michal, No I'm not happy, that isn't an upgrade in my view, I didn't ask for this, it should've been discussed with me in advance, an upgrade would be an M9. I would like a HTC One mini 2, if you have problems fulfilling that, I can get Vodafone to engage with you and you can refund them, so that they can then refund me. Thanks Rob 2015/06/04 14:45:07
Michal (UK - Ireland Support (Service Escalation)) Thank your very much for your reply The main reason why we sent you an HTC One M8 is that we have not got any HTC One Mini 2 in stock right now., but after discussion with Escalations department, we can collect your HTC One M8 from you and as soon as our repair centre will have any HTC One Mini 2 or parts to build HTC One Mini 2 in stock we will be able to send you the device. Unfortunately, there is no ETA how long will that take. We are really sorry, but that is the only solution we can offer right now. Should you require additional support please reply using the link below. 2015/06/04 15:29:34
Robin Byron Hi Michal, This is the most ridiculous thing I've ever heard of. Not having parts or spare phones isn't my problem, it's something HTC need to deal with. I chose the Mini 2 because I didn't want the M8. The only resolution I will accept is that in order for me to have a phone, is that you can send you an M9. Thanks Rob 2015/06/04 15:41:25
Michal (UK - Ireland Support (Service Escalation)) Thank you very much for your reply. I am really sorry, but we are unable to offer HTC One M9. I do understand that you are not happy with the solution we offered you, but as I previously stated, we can collect your HTC One M8 from you and as soon as our repair centre will have any HTC One Mini 2 or parts to build HTC One Mini 2 in stock we will be able to send you the device. Unfortunately, there is no ETA how long will that take. Should you require additional support please reply using the link below.
0
Comments
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What are you asking ??
If the model / parts is not available what do you want ??As they will not supply a more expensive model .0 -
So you ask them to send you a new phone or something else; they comply and send you a significant upgrade (because they don't have any stock or parts to build them) and you reject it because you wanted the smaller phone. Then you ask them for a even bigger phone .
It's bad that the phone was lost ( I'm no fan of UPS) but you seem to make things complicated.0 -
You could buy many HTC One Minis for the price of the One M8 they've sent you. Enjoy it or sell it.0
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you didnt want a bigger phone but then complain that its not an m9?What goes around-comes around0
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robinbyron wrote: »I'm unhappy with the fact the phone has broken twice anyway, just send me a new one, or send me something else, I just need a phone. 2015/05/20 16:28:09 Screen Shot 2015-05-20 at 16.21.43.png
First problem "or send me something else" isn't very specific is it?Robin Byron Hi Michal, No I'm not happy, that isn't an upgrade in my view, I didn't ask for this, it should've been discussed with me in advance, an upgrade would be an M9. I would like a HTC One mini 2, if you have problems fulfilling that, I can get Vodafone to engage with you and you can refund them, so that they can then refund me. Thanks Rob
But that IS an upgrade. It might not be "in your view" but it definitely is! I'd say it even justifies/re-compences for being without a phone for 26 whopping days as you pointed out.Robin Byron Hi Michal, This is the most ridiculous thing I've ever heard of. Not having parts or spare phones isn't my problem, it's something HTC need to deal with. I chose the Mini 2 because I didn't want the M8. The only resolution I will accept is that in order for me to have a phone, is that you can send you an M9. Thanks Rob 2015/06/04 15:41:25
It kind of is your problem though, you're the one demanding something they've already said they don't have.
Then unbelievably you change your mind to an M9 which just about looses you all credit you had in my opinion since your primary reason for complaining was the phone they sent you as a replacement was bigger.
Just accept what they've given you, sell it and buy a HTC one mini 2 off eBay if you must.
It looks like they've already been very generous in light of the fact they don't have any HTC mini 2s to give you so upgraded you to the HTC one.
Asking for the M9 just makes you look like a bit of a numpty in my book - you're being awkward and complaining for the sake of complaining.0
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