Linked by Thom Holwerda on Mon 8th Apr 2013 22:21 UTC
PDAs, Cellphones, Wireless The reviews are universally positive, and virtually everyone seems to agree: the HTC One is one heck of an Android device, and quite possibly the best phone currently on the market. Outstanding build quality, great design, fast - and just like the One X before it, it looks like to me it's a far better phone than its Galaxy counterparts. Why, then, is no one buying HTC phones?
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Customer service is where HTC fails...
by george.n on Tue 9th Apr 2013 21:32 UTC
george.n
Member since:
2012-06-18

I'm talking from experience. Some years ago I was working as a techie when the company I was at started selling HTC phones. It was unbelievable how terrible local support was. It was provided by a local distributor who, mind you, was an "Authorized" service center by HTC. Even after many complaints to HTC - they still directed us to their "Authorized" local service center.

Not one phone that we had sent in that was under warranty did ever return without an invoice. Even when a fix that was software based and HTC stated on their site that phones should be returned to the service centers for updates if they're still under warranty. This distributor still invoiced every unit. We ended up taking it upon ourselves to provide the software update for free.

It did not stop there, when certain models that had failed within a month of purchase and were sent in for repair - without fail every single one was not covered under warranty due to tiny, not even hairline thin, scratch that you'd need a magnifying glass to spot. I'm not even exaggerating. Any excuse not to cover it under warranty.

Don't get me wrong. I really like HTC phones, I actually own an HTC Desire HD and I thought it was safe to do so due to the fact it was a good few years since their utter fail. Nope... I'm back dealing with the same 6 feet under the ground quality of service. I had to pay up for fixes 3 months in, which apparently were due to user abuse... I admit there may have been some carelessness on my part. However, even after they "repaired" and replaced parts of the phone, they returned it all scratched up.

If I had not thrown a huge fit in their store like I did - I was yelling like psycho - they would not have replaced the damaged parts.

What was worse they didn't even do the repair properly. Seeing that my phone was out of luck with the warranty. I opened it up saw what a reckless job they did, sorted it out, did ADDITIONAL repairs that they did not do - board level - and now the phone is running sharp ever since - it's been almost two years now.

They really need to follow up on their so called service centers and sort their act out if I am ever to get this new beautiful model.

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