What would you do? HTC extremely poor customer service

[ScoobyDoo69]

Looking for some opinions here.

My phone is/was a HTC Desire Z. Bought as an online contract via Phones4u, so can't take it in store, all has to be dealt with over the phone. So phones4u have said to me once the phone exceeds the first 14 days, you speak directly to HTC. Fair enough, saves me sending it to P4U for them to send it to HTC anyways.

So anyway I'm experiencing a lot of difficulty with the HTC customer services team at the moment. To summarise:

I sent the first 3 back to P4U within their first 14 days due to poor build quality, dust under the screen, crazy touch screen etc. I was given brand new replacements each time.

The 4th device first went back because the phone wouldn't boot.
It went back again when the GPS wouldn't work.
It went back again when the GPS still didn't work after a failed repair.

This time, it went back again when the phone wouldn't charge or the GPS work after an over the air update. This was towards the mid end of May.

5th device came back and was a replacement for the 4th device which the GPS still didn't work. This device was a refurb.
It went back and they received it 31/05/12. Then the date changed on the tracking site to received 08/06/12, then again to 12/06/12. By the second time I've called them twice only for them to tell me that they can't replace my phone again nor give me a brand new one (due to the box containing everything) and will be replacing it with a newly built HTC Desire Z, they will be building it, and need to wait for parts, hence the delay. I complain and so customer services call me the day after apologising and saying it will be built with the new ordered parts and sent out, at the latest, Monday - 18/06/12.

Today comes and I have a replacement HTC Sensation Dre Beats (unknown to me that I'd be getting it) and a letter saying sorry we couldn't replace or repair your device, so here's a better device with equal or better functions (lie because it doesn't have a physical keyboard like my Desire Z, but it's a good phone so.. whatever) and it has a new cover and new battery.

This phone is again a refurb so not brand new. But I open the back cover to try it out. But there's no battery?? So I can't even use the thing! Also because it's a refurb obviously there's no Dre Beats headphones or anything.

Of course I ring HTC again to complain again, and ask them why they told me they're waiting for parts to rebuild a new phone only to send me a completely different phone, without a battery or any accessories. So I request a call back for the complaint just as before whilst they order and send me a battery.

So... when I receive the phone call from the complaints department, what do I do? I am inclined to moan and moan and moan and demand a brand new, in the box device, complete with all included accessories. Or a heap of accessories for this replacement phone? Or demand that I get a working HTC Desire Z back? After all I did buy the phone for the physical keyboard..

So.. what would you do?

 

[Myshra]

The Z is an old phone, I'd go for the Sensation (beats headphones aren't anything special imo) and push for the missing parts.

People give refurbs a bad name but they are fine devices as the outer casing is completely changed in most cases and the internals will have been fixed back to selling standards, I've used many refurbs as a work handset without issue while at Orange.

FWIW after the 3rd time of the same fault or similar you can phone up your network and they will do something about it such as change the handset foc to a similar usually.