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Author Topic: HTC Customer services are CR*P  (Read 4154 times)
norfolkmick
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« on: July 27, 2011, 12:48:29 PM »

History of my phone so far.
Problems with it switching its self off.
Contact HTC
(advised to do soft reset then hard reset) no different
still switching off ( no set pattern, in the case, plugged in to mains charger, just sitting on the side or half way through a call.
Send phone off for repair
HTC do a factory reset?HuhHuhHuh? why I don't know
phone returned after 2 weeks, and it can be heard switching itself on and off in the packet, (I work offshore so it was about a week later when the packet was opened up and the battery was flat)
Returned phone for a 2nd time,
This time it was fast tracked and was repaired and returned in about a week, I believe the mother board was changed, it lasted about 3 days before it went in to the usual shut down mode.
Returned phone for a 3rd time,
This time I was advised that if my phone packed up again the it would be up for a replacement, I have an email to confirm this from customer services, the phone wasn't fast tracked this time, and was returned in about 2 weeks. it lasted about 4 hours, (it shows what a joke this is as the UPS guy asks me every time he returns it to me if i want it collecting next week)
This time when I contacted CS they told me that the computer system only showed 2 repairs, and when I tried to speak to a supervisor, I was advised that the supervisor wouldn't speak to me, it was only when I demanded to speak to a supervisor I finally got one, who said he would see what he could do but my phone would have to be sent back for either replacement or repair.
I told them I didn't want this phone back as it wasn't fit for purpose, and I wanted it replaced. as I was going on holiday soon and I wanted a phone which I could use abroard for my emails when in wifi areas.
Returned phone for a 4th time,
This time the phone was repaired not replaced (motherboard replaced again I believe) again Mr UPS asked should I collect next week I said no I'm  on HOLS !!!!!!!!!!!!
when i open it up I saw there was no battery and no back cover, (and yes they were sent off and yes the tick sheet was ticked to say they were returned)
So this time when phoning CS and told them I asked to speak to a CS manager not supervisor, I was told there was 5 in the building but not one would speak to me. WHAT SORT OF CUSTOMER SERVICE MANAGER WONT SPEAK TO A CUSTOMER, I have been dealing with customers face to face and over the phone since I was 14, when we had a family milk round business to  national plant hire firms and I'm now 47 and I can say not once have never left a customer feeling unsatisfied.
so when I told the supervisor that I was going on holiday in 4 days and I needed this phone replacing I was told there was nothing they could do it wasn't in their power to sort this problem,
all he could do was try to get me a new battery and cover out in time.
Needless to say it never turned up, but I managed to borrow a battery and cover from some one who has just changed to an I-phone.
Guess what it lasted about a day, so much so that when I need to be contacted in a Emergency (and the phone had switched itself off) it took 4 people 3 hours to try to find me and get a message to me.
Logged HTC Customer services are CR*P: http://www.htcdesireforum.com/index.php?topic=4687
Dub-Se7en
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« Reply #1 on: July 28, 2011, 01:08:25 PM »

they didn't send my battery and back cover back either, took 8 weeks for me to get replacements
Logged HTC Customer services are CR*P: http://www.htcdesireforum.com/index.php?topic=4687
XSaenen
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« Reply #2 on: July 28, 2011, 03:33:22 PM »

I just had my Desire S sent in for repairs (faulty built-in task manager), and they specifically told me to send in the phone WITHOUT the battery, SIM, SD card or cover.

Regarding your problem, I'm puzzled. 
If the MoBo has been replaced and the new one keeps going bad, I'd suggest a problem with the battery.  However if it also happens with another battery like in your last attempt, we can effectively rule out every part of the phone.  Except perhaps the top module, which houses the camera, speakers and the power button.   
Logged HTC Customer services are CR*P: http://www.htcdesireforum.com/index.php?topic=4687
Dub-Se7en
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« Reply #3 on: July 28, 2011, 03:38:23 PM »

that wasn't the case for me, they requested my battery and back cover, it was on the tick sheet
Logged HTC Customer services are CR*P: http://www.htcdesireforum.com/index.php?topic=4687
XSaenen
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« Reply #4 on: July 28, 2011, 04:01:52 PM »

I guess different policies are used depending on the country and repair centre then.  Weird.
Logged HTC Customer services are CR*P: http://www.htcdesireforum.com/index.php?topic=4687
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