HTC Phone disappears for 30 days under warrantly

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One response to “HTC Phone disappears for 30 days under warrantly”

1. 

   Aakarsh Sibal

   August 13, 2012

   This is the mail I had to send to the company. Same phone, same problem. I suggest a mass media exposure of the company’s incompetence. Online testimonials and complaints wherever possible.

   The following is my email. Please do get in touch with me to take collective action against the company.

   Hi

   I had sent the following email to HTC India, after fruitlessly wasting hours on the phone with their customer service executives.

   I have not heard from anyone at your organisation since.

   Having waited 20 days, I finally went ahead and purchased a new device from another company.

   I would like to gently remind your organisation that in todays world of online marketing and PR, individual testimonials can go a long long way and affecting a company’s image. If this is your resolve towards customer service, I am in serious doubt of my decision to ever trust a brand which has an already infamous reputation for after-sales service.

   Please read the mail I had sent to the Asia PR email link on the 11th of August, below –

   I am a user of your 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 your 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 your 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 your toll-free India helpline and the number provided by your Service Centre.
   While your Service Centre refuses to answer calls 9 times out of 10, your 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 your 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’.
   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 your 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 your India office to get a refund on my device.
   The details of my device are –
   HTC One X
   IMEI: 359188046967154
   S No: 99HRL09600

   Also, today I was informed that my case has been escalated after finally having spoken to the floor supervisor on the HTC helpline call centre.
   This was something that had been conveyed to me even in the past, with no results.

   I was given an escalation number, and was promised a callback within the next 48 hours. Unless escalated to someone who can take this ordeal of an experience seriously enough to refund my money at the soonest, I find this practice quite futile – Almost a Customer Service gimmick to buy more time.