Location/place: India
Name of company/service: HTC
Hi
I am a user of HTC’s recent flagship One X device, which was purchased no more than 90 days ago in India.
Around a fortnight back, my phone became unresponsive, and refused to switch on or get charged even when plugged into a power socket.
Slightly disheartened, I took my device to one of the Service Centres mentioned on their website, to find that they no longer vend for HTC.
I had to then take my phone to another Service Centre, where my phone was inspected, and I was given a 15 day turn-around time for my device to be fixed.
In my personal opinion, it is unacceptable if a 70 day old device just stops working, and then needs 15 days to be repaired.
I was given personal reassurance by their service centre representatives that I will receive my device much sooner – ‘within the next 3 or 4 days’.
In the past two weeks, I have persistently tried to follow up on the status of my device by calling on their toll-free India helpline, and the number provided by their Service Centre.
While the Service Centre (Redington India Pvt Ltd) refuses to answer calls 9 times out of 10, their Customer Service executives were easier to access – but the only answer I ever got was that my phone was ‘still under repair’.
I find myself befuddled by the fact that it has taken 15 days to fix a 70 day old device, which in a perfect scenario, should require no repairs at such an early stage at all.
I find myself angered that a call on their helpline is a dead-end for a consumer, who is told that the only answer he is entitled to is that ‘the device is under repair’ – but they make it a point to tell you this politely.
I find myself being taken for a ride when I feel I have no access to their Regional Manager, when quite possibly, no one I have spoken with till date seems to be constitutionally capable of solving my problem.
I find myself frustrated with having to follow-up, constantly, on a device which has stayed in the service centre for a major part of the time since its purchase.
Despite my strong disapproval and disappointment, I decided to wait for the 15 day period (July 26th – August 11th), and gave their customer service wing a call to check on my device status today.
Even today (August 11th), I was told to ‘wait for another 3-4 days’ for my device to be repaired.
I apologise for my lack of patience, but I am quite at the end of my tether thanks to HTC’s India operations.
Having said all this, I expect, and request HTC to guide me on how I can go about speaking with someone at their India office to get a refund on my device.
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