Soldato
- Joined
- 21 Jul 2004
- Posts
- 6,360
- Location
- Harrow, UK
Before you start reading this post, note that is a rant on HTC's terrible service.
I bought a HTC Desire in April 2010 and it has been a brilliant phone. In April 2011 I bought a Samsung Galaxy S II and decided to give my Desire to my sister. Since the buttons weren't as responsive any more I decided to get it repaired by HTC first.
In late April 2011 a collection was arranged with HTC and the phone went off. Just under 2 weeks later it was due to be delivered to my place of work so I mentioned this to the receptionists who later called me telling me that there was a UPS guy downstairs asking for a Kayleigh Glover. I went down to investigate and found out that it was my phone but HTC had changed the name for some reason.
They explained that it was probably a copy and paste error and corrected this. Unfortunately the buttons weren't still as responsive so off it went to HTC again (the collection was with the correct name). It came back to my place of work just under 2 weeks later again with the name Kayleigh Glover. It was just by chance that I saw the courier by the door as I was leaving for the day and asked if he had a package from HTC. When I asked them about it they could not explain why this had been done or who had done it. Surely they have some sort of logging in place which records changes to accounts and support tickets? Or maybe they just opted to keep their Customer Service onshore and decided to employ monkeys to cut the costs? Maybe monkeys is a bit harsh... overgrown apes maybe?
The phone still wasn't fixed and off it went again but this time I was getting a refurbished model. A week later this arrived and it was scratched everywhere with the paint scraped off in places. Is this what HTC call a refurbished model? Surely refurbished items are actually meant to be refurbished and not just put in a box and sent out to the next Muppet... which in this case happened to be me. My original Desire was in better condition and I had had that for a year. The Customer Service asked me to send photos and out of curiosity I asked him whether he had my old phone to compare the damage to. To my surprise he actually said "hmm, you have a good point there... I hadn't thought of that".
For all the inconveniece HTC offered me £30 of accessories, but I have had the phone for a year and have spare batteries, desk stands and docks, car cradles and chargers etc. I do not need any more accessories.
I am getting really ****ed off with HTC at this point and demand that instead of another refurbished Desire or £30 worth of accessories, I want a refurbished Desire S. After a week of hearing nothing, I got a call saying that they could offer me this and a collection was arranged. I made sure everyone knew that I was meant to be getting a Desire S, and I even went as far as putting a note in the package mentioning this.
Come to today, when UPS just delivered my phone. Guess what... it is another Desire and this time the plastic camera cover from the back is missing from the case. Good quality refurbished Desire S... either HTC employees cannot see, let alone read, or my original assumption with regards to the overgrown apes still stands.
Are HTC just taking the **** or are they incompetent? Whilst all this was going on, I had to constantly call HTC for updates and you could never speak to the person you originally spoke to as they were either busy or were off on holiday. I was promised multiple calls backs which never happened. I was made promises by various employees with no results. I have lost count of how many different people I spoke to.
I think now I want a new Desire S, and I want it by the end of this week. I don't care who they have to ask or what they have to do, but I want it this week and it better be what I am expecting.
I bought a HTC Desire in April 2010 and it has been a brilliant phone. In April 2011 I bought a Samsung Galaxy S II and decided to give my Desire to my sister. Since the buttons weren't as responsive any more I decided to get it repaired by HTC first.
In late April 2011 a collection was arranged with HTC and the phone went off. Just under 2 weeks later it was due to be delivered to my place of work so I mentioned this to the receptionists who later called me telling me that there was a UPS guy downstairs asking for a Kayleigh Glover. I went down to investigate and found out that it was my phone but HTC had changed the name for some reason.
They explained that it was probably a copy and paste error and corrected this. Unfortunately the buttons weren't still as responsive so off it went to HTC again (the collection was with the correct name). It came back to my place of work just under 2 weeks later again with the name Kayleigh Glover. It was just by chance that I saw the courier by the door as I was leaving for the day and asked if he had a package from HTC. When I asked them about it they could not explain why this had been done or who had done it. Surely they have some sort of logging in place which records changes to accounts and support tickets? Or maybe they just opted to keep their Customer Service onshore and decided to employ monkeys to cut the costs? Maybe monkeys is a bit harsh... overgrown apes maybe?
The phone still wasn't fixed and off it went again but this time I was getting a refurbished model. A week later this arrived and it was scratched everywhere with the paint scraped off in places. Is this what HTC call a refurbished model? Surely refurbished items are actually meant to be refurbished and not just put in a box and sent out to the next Muppet... which in this case happened to be me. My original Desire was in better condition and I had had that for a year. The Customer Service asked me to send photos and out of curiosity I asked him whether he had my old phone to compare the damage to. To my surprise he actually said "hmm, you have a good point there... I hadn't thought of that".
For all the inconveniece HTC offered me £30 of accessories, but I have had the phone for a year and have spare batteries, desk stands and docks, car cradles and chargers etc. I do not need any more accessories.
I am getting really ****ed off with HTC at this point and demand that instead of another refurbished Desire or £30 worth of accessories, I want a refurbished Desire S. After a week of hearing nothing, I got a call saying that they could offer me this and a collection was arranged. I made sure everyone knew that I was meant to be getting a Desire S, and I even went as far as putting a note in the package mentioning this.
Come to today, when UPS just delivered my phone. Guess what... it is another Desire and this time the plastic camera cover from the back is missing from the case. Good quality refurbished Desire S... either HTC employees cannot see, let alone read, or my original assumption with regards to the overgrown apes still stands.
Are HTC just taking the **** or are they incompetent? Whilst all this was going on, I had to constantly call HTC for updates and you could never speak to the person you originally spoke to as they were either busy or were off on holiday. I was promised multiple calls backs which never happened. I was made promises by various employees with no results. I have lost count of how many different people I spoke to.
I think now I want a new Desire S, and I want it by the end of this week. I don't care who they have to ask or what they have to do, but I want it this week and it better be what I am expecting.
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