Thread: Horrible HTC Customer Service Helpline & Service Centre

Wrote this email to HTC today:

I purchased a HTC Tattoo in Nov 09 via Singtelshop online, only to receive a faulty unit (on/off button spoilt). I went down to your service centre at HarbourFront on Christmas Eve (Thu 24 Dec) at 4pm, which according to HTC website, said that it was open until 7pm (Mon-Thu). I found a notice pasted on the front door, saying that it was closed at 3pm due to annual stocktake. I called the helpline, only to be attended to a non-local who had trouble understanding English, and communicating likewise.

He arranged, after I insisted, to pick up my unit, saying that he would email to the courier or service centre to call to arrange.

On Mon 28 Dec, no one called. When I called back the helpline, the same person answered and said that they had not received his request, and sent it again.

They only called me back the next day (Tue 29 Dec), and picked up my unit, taking the mobile, battery and my already-existing screen protector (the helpline staff had said it would take 3-5 days to repair).

On Wed 6 Jan (6 days), no call, no phone. I called the helpline, they said they'd check with service centre. Service centre called, said they just received the phone. I told them about the screen protector, and the lady said she would ask the technician to either transfer it, or give me a new one.

When the phone arrived on Thu 7 Jan, there was no screen protector. I called helpline again, and they got the service centre to call me.

They delivered a new one yesterday on Mon 11 Jan, along with my old one (which the service centre staff they would do). Only to find they sent me the wrong size (both are wrong).

Sorry to have read about your experience, but why kept asking the hotline why the service centre was closed when they already gave you a reason at the door: annual stocktake, it's part of the accounting audit procedure, in case you didn't know.

After sending this email to HTC, they finally called me today, to arrange to buy a new correct screen protector and arrange to send it to me by Mon. They also apologised for what happened.

I wish HTC Customer service would provide good customer service.

Appart from the number of complaints about screen lock password problems that i have not had resolved with them.

HTC customer service have had my HD2 for 6 weeks (Melbourne, Australia) to fix the gps, after initially having it for 5 weeks repairing the screen.

Their excuse is they are waiting on parts. Their reponse times are very bad. Dont buy a HTC HD2 until there are adequate parts available to facilate repair.

FYI - the GPS problem occurred because they repaired it in the first place and handed back to me without system testing to ensure all worked. I left the service centre got home started testing, bluetooth, wifi,...etc and got to GPS and nope it didnt work. Took it back to them and they replied we will have a look at it (they are too casual when they stuff up), now i am still waiting countless phonecalls and no advance - i am reaaly annoyed, i pay a lot of money and a part of that cost includes my rights to quality service and repair when needed - thats why they list those details in the manual

Screw HTC customer service - its damn frustrating, rude, unprofessional, AND I will NEVER buy another HTC product. Oh one more thing i will make it my life mission to advise everybody i know not to buy HTC too.

Why dont you take our a full page spread in the newspaper to show you are really committed to telling the world of how bad you feel youve been treated.

There are always differences in our experiences.

I have ownded several HTC products over the years and my current HD is an absolute pleasure to use, even have the extra of being able to use Blackberry Connect to connect to our corporate BES.

The hardware is great and the WM OS is well supported with many apps and alternative UI's to provide flexability to make the device "mine"

Maybe I should take out a full page spread saying how happy I am ;-)

Cheers