Location/place: Mumbai
Name of company/service: HTC
I am copy pasting an email I sent to htc customer services on 27th july 2012.
This is regarding the HTC ONE v submitted in your service center Ccom services in Thane on 6th of July 2012. IMEI number 351816058510912 , ticket number 12INA2800003323
and job number BOM002-0000800 . I Jennifer Ann Thomas purchased this device on the 25th of May 2012 and the device stopped during operation on 5th of July 2012 and it was submitted at Ccom the very next day. The day of submission itself i had made a note to the reciever that the device was required back urgently. I was given a duration of 8-10 days for the collection of the device. Accordingly I called the HTC asia pacific hotline number 18002663566 on 14th of July to inquire the status of my phone. one of the attendants told me that the device would be available at the store on 17th July. As i didnt get any response from Ccom services on the given date , i went personally to collect my device where they informed that it wouldn’t be available for atleast another 5 days or less. Since it was urgent and the answer was uncertain , I again called your HTC hotline on 17th July to ask about the status of my phone when a lady told me that the phone has been repaired and will be available at the store in two days i.e the 19th of July. so i waited for another 2 days. on the morning of 19th july , i called up the hotline service again, by now i was loosing my patience at the delay, I told the attendant that I have a flight to catch for my scholarship had been accepted in a University in the United States of America. there i was told after a 20min wait on hold that the phone hasnt been repaired but is in progress in an electronic store in Mumbai and will be available for collection the next day. so the next day on my way to Ccom, i called up your hotline service i.e on 20th of July, it had been 14 days since the submission of my phone and my flight date was coming closer. I had a long talk wherein one of the people in your call center again changed the status and said its still in progress but assured me that it is still in mumbai and that it will be sent to the escalating team for the process to speed up and for that i will recieve a call from the escalating unit within 48-72 hours and that my phone will be available to me on the 22nd of July. BY now i didnt trust your hotline services and i let htc know about my concerns through a detailed inquiry in your website as well as your facebook page , both of which i didnt get any response for. on 22nd July i again payed a visit to Ccom who told it will take another 5 days for the product to arrive. I had postponed my trip by now twice based on your irresponsible technical support. but by far my worst experience was 2 days later that is 24th July the date that was guaranteed to me from a guy who called me and said he was from the escalating team and that the mistake will be rectified very soon. on 24th July i.e 18 days post the submission of my device to Ccom when they said that the phone still hadnt arrived. I again called up your hotline, the kept me on hold when i raised my concern for 30mins and then kept the call again. One of the people who picked up the call was a woman who identified herself as Twinkle and was very rude to my father. he is an old man and your technical support didnt have the decency to respect atleast his age. Either ways when I took up the phone as the woman ill treated my father, she asked me what I wanted, I made it pretty clear that I wanted 1) my phone repaired and delivered to Ccom within the same day or 2) a replacement headset as the phone’s problem was a manufacturing defect and not my fault the same day or 3) full compensation in cash for the phone inorder that I can purchase a phone for my journey. as though mocking me, she said she will be transferring my call to their supervisor who then picked up a call after 35mins and spoke in the name of a Mr. Nirman who told me that your Indian Country manager will be calling me that day giving me the ultimatum about my mobile phone before 6.30 pm that same day. Indeed I recived a phone call not even an hour later by a man called Mr. Sushil who claimed to be the country manager and gave me his word that the phone will be given to me by 27 i.e today, the date of my final flight to the US before my academic year starts. today again I faced the disappointment of a changed status report but what actually shocked me was that both the calls I got i.e Mr Nirman and Mr. Sushil both were people who didnot exist and were not who they claimed to be. As i mail you, I would like you to know that your technical support centre that has taken the customers so lightly has no idea how serious the matter has become and that they and HTC themselves can be facing severe lawsuits. I have never faced such bad service any where and I would like you to atleast now pay heed to my complaints and provide a solution to me within 48 hours so that I can leave this country and continue my academic year or else I will be forced to take legal actions for mental harassment against HTC and also your technical support for misleading status reports and fake callers utilizing the call center numbers to mock your unhappy consumers. please look into the matter you have 48 hours.
they cheated me with two fake calls and also made a loss of over 40,000 rs on air tickets and also disrespected my father, i really want them to pay for what they have done. i have posted this email on their fb page and olso their pr id provided. i still have been ignored. thier entire batch of htc one v manufactured april-may 2012 are faulty and still they donot want to provide service, repairs or replacement
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