HTC Customer Service Complaints - page 2

I loved the HTC EVO and when I heard HTC 10 was being released I couldn't resist but buy one.

Never will I ever buy a phone from HTC again. They are a bunch of liars and cheats.

I pre-ordered my HTC 10 and got myself a 100 dollar discount as well as planning to send in my old phone for a 200 dollar return. It was a great deal.

A month later, I saw online that pre-orders had shipped, so I got excited and waited for my email that had my tracking number. A week later I still had nothing so I contacted Ted HTC about the problem.

I was told that there was an issue with my payment and they had to cancel it. I asked if I would still get my 100 dollar discount and they told me yes but I had to contact sales.

So after my order was cancelled, I called the sales department and told them the situation. Unfortunately they couldn't give me the discount because my order had been cancelled.

So I was a little salty about that, and ended up reordering the phone without the discount.

A few days later my order shipped. I checked my bank statement and saw that not only did I pay for one, but my payment for the first phone had processed 2 days after my reorder.

I contacted HTC and told them that that order was cancelled. Apparently it was never cancelled and payment was in fact good.

I told them I didn't need 2 phones and the issue that was prior.

They ended up giving me my 100 dollar discount and said they cancelled the second phones order. Which ended up being false because it still ended up shipping the next day.

I contacted HTC and started complaining since they lied to me. They told me they couldn't refund me but they could open up a case that could end up being a refund.

As of now, the second phone was shipped back which ended up being money out of my pocket because they wouldnt pay for shipping, and now I wait to see if I get my money back.

I just wanted an HTC 10, but that seems to be too hard for HTC to do for me. Never will I buy from them again.

Dont buy htc desire 526g+
My phone automatically android update and full corapte. Asking to customer service center. They said your ram closed. So your phone die. So please dont buy 526g+.

Been waiting for an unlock code for over a week after phone main board was replaced. No one ever calls back and get the run around every day. Very frustrated.

Honestly I bought a HTC Active headset from HTC. It broke after 3 uses and when telling HTC. I get the usual ping ponged about departments. Creating multiple requests for the same thing, only to be told you have a 14 days return policy regardless if the HTC is faulty.



Dealing with live chat doesn't make the situation any easier for,





Chat Transcript

Please wait while we find an agent to assist you...

You are currently at position number 1 in the queue.

You have been connected to Ella.

Ayman el sawy: Hello

Ella: Hi Ayman, thank you for contacting HTC Support. How may I help you today?

Ayman el sawy: Can you advise me on the case I have open

Ella: I am sorry to hear you are having issues with your device. Can you describe the exact fault in a bit more detail, please?

Ayman el sawy: Hello ?

Ella: Can you describe the exact fault in a bit more detail, please?

Ayman el sawy: .....

Ayman el sawy: The headset is not working.

Ayman el sawy: Read the case.

Ayman el sawy: All the information is there.

Ayman el sawy: Its faulty.

Ella: Could you provide me with the IMEI number of the device? You can get the IMEI number by dialling *#06# on the device or it will be on your original box. On some models the IMEI number is printed on the SIM tray and on models with a removable battery, IMEI number can be found on the sticker underneath the battery.

Ella: I am sorry but I am not part of the email team

Ella: Can you please give me a short description of your case?

Ayman el sawy: Hello ?

Ella: Can you please give me a short description of your case?

Ayman el sawy:

Ayman el sawy: Headset is not working

Ayman el sawy: Headset intermittent.

Ayman el sawy: I don't know how else I can describe a faulty item

Ella: Could you provide me with the IMEI number of the device? You can get the IMEI number by dialling *#06# on the device or it will be on your original box. On some models the IMEI number is printed on the SIM tray and on models with a removable battery, IMEI number can be found on the sticker underneath the battery.

Ayman el sawy: Why do you need my IMEI ?

Ayman el sawy: Its a headset

Ella: To find out if I can arrange a repair for you

Ayman el sawy: No I don't need to provide that

Ayman el sawy: I bought a headset from you

Ella: Without IMEI number, I cannot proceed with the repair

Ayman el sawy: That doesn't make sense

Ayman el sawy: What if the purchaser bought it without buying a HTC headset ?

Ella: We are HTC support, so we are only dealing with HTC devices

Ayman el sawy: Ok I bought a HTC headset from HTC 1st of March 2016

Ayman el sawy: It's not working and I want a refund.

Ayman el sawy: Where is the confusion with my request ?

Ella: We do everything according to the limited warranty that comes with the phone and it is for the phone not the owner. We have not sold you the phone we are the manufacturer. You can find the warranty in full on this link: http://dl4.htc.com/Web_materials/Manual/Warranty/Android/1015_A_WarrantyCard_76x126.pdf

Ayman el sawy: Yeah it says Im covered for 12 months on accessories.....

This is the worst service center.I got HTC desire 728 mobile. Not even a week over I faced display problem. I gave my mobile to service center. They made promise to return my mobile in 2 weeks but its almost 2 months they havnt returned my mobile and I am here wasting my money calling customer service. They are also least bothered, They will make some fake promise and keep down the hung up. I am too frustrated now. I am planning to register my complain in consumer court . This is the only last option HTC has left with me ...They are accustomed of insults that even negative comments dont affect them and they keep manufacturing defective mobiles... I think legally HTC should be removed from India for cheating consumers.

Please wait while we find an agent to assist you...
You have been connected to Ella.
Ella: Hi john, thank you for contacting HTC Support, I am looking in to your query now.
john bassi: ?
Ella: One moment, please
Ella: Your device is still in the repair center
Ella: It needs to pass the final test and after that it will be dispatched
john bassi: how long will that be
john bassi: when should I expect to receive the phone
john bassi: ?
john bassi: Hello?
Ella: I do not know
Ella: Sorry
Ella: As soon as it is ready for packing, we will email you
Ella: The time-scale to have your device repaired is 7-10 working days (from the date the device is scanned into our repair centre), subject to parts availability.
Should the repair require a quote to be paid then the time-scale will be 7-10 working days from the date the quote is paid, subject to parts availability.
john bassi: how many days roughly?
john bassi: i paid on the 18th of march
john bassi: hello?
Ella: Should the repair require a quote to be paid then the time-scale will be 7-10 working days from the date the quote is paid, subject to parts availability.
john bassi: i have paid the quotation given, i have a receipt from HTC to say they received the money from on the 18th march 2016 , I cannot see my phone on the tracking because it says the ticket given to me does not exist. hence I am here for some information.
john bassi: hello
john bassi: I have paid over £200 ppunds to get a fix on my phone. surely i am entitled to some information?
Ella: i am sorry about that
Ella: I can escalate your case to get more info if possible
john bassi: I that all i will get, " i am sorry"? is there way of getting any timeline on the repair of the phone?
Ella: As I have just mentioned I can escalate your case to get more information if possible?
Ella: I have given you the turn around time
Ella: The 10th day is tomorrow
john bassi: all i was asking is when do you think i will get my phone back that is all. so will I get tomorrow?
Ella: Unfortunately I do not work in the repair center
Ella: No, you won't get it tomorrow
Ella: It has not been fixed yet
john bassi: your work for htc and you are the person I go to get information, is that not correct?
john bassi: you making things up?
Ella: I do and I have provided you with the information I have
Ella: No, I am not
Ella: There is no point of arguing here with me.
john bassi: have they started work on it?
Ella: I have explained that your device did not pass the final test yet
Ella: As soon as it does, it will be dispatched
john bassi: ok, typically how long does a final test take,.?
Ella: Yes, many parts have been replaced but it did not pass the final test yet
Ella: It did not pass it 3 times, that's why they need to rectify the issue before it is sent back to you
john bassi: is there manager I can speak to by phone?

i too had very bad experience with HTC company/Customer Care.............I have bought my phone in DEC 2015 within 3 days my phone gets touch issue with my HTC E9S. I get it to service center they told me submit it and take it after 10 day, waited for 15 days no Response from Service center and finally i had to call Customer care, but customer care team said we are processing your Request and assigning to back end team, dont know till 15 days so called "customer care/Service center"what are they doing.to get my cell back i had called more than 15 times and had fight with customer care team, every time customer team used to say new stories and new fake promises(guys are really trained well on provide fake promises) every time they used to say back end team will call u EOD and trust me they will never call u.filly i got call from superman in fake advice "Mr, shashikant" spoke with me and asked to wait two more day and he will Update me exact status (this is to buy some more time to fix the issue) till than i was so frustrated with the Customer care because firstly they dont provide you the status on time, we need to call and get the status, wont be having complete details 2,they know only three words sorry for the inconvenience,we can understand,we are working on that:).aftre so many call finally i got my cell after 40 days,i never see such a worst service till now. HTC Doesn't have professionalism, doesn't care about customer and nowadays producing very bad products.

Really it is my first and last HTC product, hopeless people of HTC. Really need to improve there service. final adive dont go for HTC Product.

I sent in an HTC One M9 due to the back camera being cracked. HTC has Uh Oh Protection so they sent me a replacement very quickly. The replacement phone died after 4 days, and it has now been over a week and HTC Still has not taken care of the issue. I initiate contact with them everyday and everyday they tell me it will be a 24-48 hour wait. This is by fare the worst customer experience I have ever had with a company; so much so that I have taken to the internet and other social media outlets just to really let people know how terrible this customer service is. If you're thinking about buying an HTC you may want to think twice.

I'm currently living in a 3rd world country with limited internet/power, serving our country in the Peace Corps. I purchased the HTC phone right before I came to ensure I would have a working mini-computer (I can't use it for phone service here) and so it would work when I needed it for at least the 2 years I would be here. It was my only form of communication. After less than a year all apps stopped functioning. Since I don't have a phone service this is my only way I can communicate. I tried endlessly to get help from Verizon. When they couldn't do anymore, they sent me to HTC to find out my 1 year warranty ended the DAY BEFORE. No matter what, they wouldn't make any exceptions to extend the warranty until I could get back to the states to switch the phone with their "uh oh" program. I wasted good money on that phone (my previous phone would've lasted) and now I'm stuck without any form of communication in a 3rd world country for another 1.5 years. I hardly use this phone since I can't take it out of the house because it will be stolen AND i have had an otterbox on it and a glass protective screen. I did nothing to cause the issues. Although the customer service people I spoke with were somewhat nice, they are not willing to help a loyal and helpless customer just the tiniest bit. I WILL NEVER PURCHASE ANOTHER PHONE FROM HTC EVER AGAIN. I would recommend you do the same.

Extremely horrible customer service. I used the Uh-Oh Protection because I had water damage to my phone. The replacement phone that was sent to me was damaged! I am now trying to get a replacement phone for the damaged replacement phone that I was sent. I just spent over 2 hours on the phone, only to be told that I can not change my shipping address from the address that they have on file. I told the rep that I no longer live at the address that they have, and do not want the phone shipped there. I am told now there the only option I have is to send in my damaged phone and be without a phone until they ship me a new one. This is totally unacceptable!!! I was told there is no Manager that I can talk to and the system will not allow them to update my address. I would never recommend anyone purchasing a HTC phone.

I have sent my phone for repair and it has been a month and I have been calling them to check for the status and they never answer properly. HTC has the worst customer service

worst experience ever with HTC Desire 826.
My phone is just 5 months old...the camera quality gradually started going down..I spoke online and they asked me to give my phone in a nearby HTC service center.
***** after repair ***
My dad collected the mobile ..and now when I have seen it..I find no difference at all.I was totally shocked. I realized that they have done nothing but simply gave me few copies of papers saying my phone is repaired.

They are horrible. Their warranty service is horrible. DONT EVER GET HTC. Have been using HTC for 6 years now and I just got a HTC m9 around 2 months ago. The camera lens is cracked. And I have a very slight dent on the phone.
And they told me that due to the DENT the warranty is void. So they are not going to fix my camera lens for me and disfunctional button.
And due to the dent, they want to change the case of the phone costing 240++$.
What's the use of warranty like that. Funny that they said they will fix my camera lens if there is no dent on my phone.. more over. Having such a slight dent only.. they lost my trust.
They are also very unsure of the information they tell me. Different people says different things. Scaring me, saying that there are scratches on my phone..
Gave them a non satisfactory rating through the phone and they called me asking why.. and still not going to fix my phone's problem.
Wanting me to pay with my phone only 2 months through warranty is unacceptable

Dear Team,


In the captioned complain. Today on 17:12 I had received a call regarding we are very sorry for the inconvenience caused & as you paid the money . We are unable to refund you.

But am telling you before paying money i called to your call centre & talk to Mr. Mofid , time of call is 1:29 dated 27/11/2015 but no proper response regarding battery cover price charged. Kindly take out the call recording on dated 27/11/2015 with Mr. Mofid regarding battery cover.


What you thought am i stand there for a day........



Now my direct question to you is that when in the month of July , when i complained for peel off plastic of back panel & out going voice cracking then why HTC not change by back panel & change only mice.


& your esteemed service centre said its HTC policy one problem at one time.




Now kindly let me know in writing why battery cover not cover in warranty as your service centre assure me it got change in warranty.

Complaining you three times for the same & finally without let me know charged for the same. If i don't ask for the bifurcated bill HTC cheat me.

Recently i had submitted my desire 826 for service under warrenty and as it was not repairable they accepted to replace my device for a new one.Its been 3 and half months that thy accepted to do it and have still not done it.They are sending my old device back again and again telling its the new one.They are just not capable of doing what they has accepted.Shame on them and their team.Useless bastards they are.They dont have selfrespect om themselves.Faking all the things,I request everyone not to buy HTC phones anymore.

worst phone company ever took 2 hrs for that conversation they want us to pay for there mistake and they admitted it. i will never buy another htc and would not recomend buying one....

this is my experience i bought a htc m7 and had it for a while it was a ok phone but it kept asking me to update the htc soft ware so eventually i did and it would not boot after that called t mobile the told me they would not touch it because its a htc phone then i started chat support with htc and tried to trouble shoot and this is the log from them




9:06:54 AM SystemSystem
Paula B. has joined this session!
9:06:54 AM SystemSystem
Connected with Paula B.
9:07:09 AM AgentPaula B.
Hi Pat! Thank you for contacting HTC technical support.
9:07:24 AM AgentPaula B.
How are you doing today?
9:08:59 AM AgentPaula B.
Not to rush, I just want to make sure, are you still with me?
9:09:47 AM Customerpat
yes i am here
9:10:59 AM AgentPaula B.
Please tell me, what can I do for you today?
9:11:40 AM Customerpat
i updated my m7 htc phone now it is stuck on boot loop
9:12:09 AM AgentPaula B.
I am sorry to know that you are having this situation with your device, but worry not; I am here to help you out.
9:13:13 AM Customerpat
hopefully you can help i went to tmobile store and they refused to help
9:13:23 AM AgentPaula B.
Let me know what things you have tried to do in order to fix this?
9:13:32 AM Customerpat
even though its there phone name
9:13:44 AM AgentPaula B.
I'm so sorry about that!
9:14:05 AM AgentPaula B.
No worries I will help you with it!
9:14:44 AM Customerpat
i tried master reset
9:14:58 AM Customerpat
both ways
9:15:13 AM Customerpat
cleared the catch
9:15:59 AM AgentPaula B.
May I ask. Did you do it through the H Boot Menu?
9:16:08 AM Customerpat
it gives the dreded red triangle
9:16:48 AM Customerpat
yes sry both ways meening through boot and recover
9:17:15 AM AgentPaula B.
Ok.
9:17:30 AM AgentPaula B.
Thank you so much for that information!
9:17:53 AM AgentPaula B.
Could you please provide me with your IMEI number?
9:18:04 AM Customerpat
it appeared to update fine then upon reboot it gave triangle
9:18:15 AM AgentPaula B.
In order to check some specifications about your device.
9:18:43 AM AgentPaula B.
Did you do a Wipe cache partition?
9:18:44 AM Customerpat
ok just a sec
9:19:46 AM Customerpat
yes cleared the catch and factory reset both ways
9:20:19 AM AgentPaula B.
Ok thank you so much for telling me that
9:20:39 AM AgentPaula B.
now go to about
9:20:39 AM Customerpat
when i do it through h boot it gives green arrows like in dload mode
9:21:41 AM AgentPaula B.
That usually happens when you are doing a Factory data Reset.
9:21:45 AM Customerpat
when i go through recovery menu for catch wipe it just resets and gives red triangle
9:22:37 AM Customerpat
but even through h boot after a min of green arrows it just reboots and gives red triangle
9:23:01 AM Customerpat
its like there is no operating system
9:23:22 AM Customerpat
all i tried to do is update it now i cant use it
9:23:43 AM Customerpat
do you stil;l need the imei
9:24:15 AM AgentPaula B.
Then after that you need to press an hold the Power key and press only once together with it the Volume up key.
9:24:25 AM AgentPaula B.
Yes please!
9:24:45 AM AgentPaula B.
I would really appreciate that!
9:25:22 AM Customerpat
is imei
9:25:50 AM AgentPaula B.
Thank you so much!
9:27:18 AM Customerpat
the reps at the tmobile store were just rude
9:28:09 AM AgentPaula B.
Oh! I'm so sorry about that!
9:28:14 AM Customerpat
they literally said it was your problem not there's have a nice day
9:28:23 AM AgentPaula B.
Did they told you something else about your phone?
9:28:40 AM AgentPaula B.
That is horrible!
9:28:42 AM Customerpat
meaning htc problem
9:29:16 AM Customerpat
ya dont think ill be going to tmobile store anytime soon
9:29:35 AM AgentPaula B.
Oh! I'm so sorry you had to go through all of it!
9:29:44 AM Customerpat
no nothing they refuse to touch it
9:30:33 AM AgentPaula B.
ok then in this case please disconnect the device and go to Settings > More > Mobile Network sharing
9:30:35 AM Customerpat
tried to explain what happend they said because its htc software i had to call you
9:31:11 AM AgentPaula B.
Oh I'm sorry I'm multi tasking and I sent that message to yo as a mistake!
9:31:18 AM Customerpat
i cant get past the white htc sing it wont boot
9:32:02 AM Customerpat
oh ok i was like is he even reading this already told him that:))hahaha
9:32:25 AM AgentPaula B.
I am really sorry about that!
9:33:08 AM AgentPaula B.
But yes I am reading everything you are sending me!
9:33:12 AM Customerpat
no worries as long as you can help me as of right now i have a handy door stop
9:33:45 AM AgentPaula B.
Thank you so much for letting me know everything that is happening with your device and your situation!
9:35:09 AM Customerpat
i read up on it a bit and there seems to be an issue with the m7 and updates breaking phone
9:35:27 AM Customerpat
and people haveing to reflash maybe
9:36:30 AM Customerpat
i hope i dont have to do that
9:36:55 AM AgentPaula B.
Well in this case the options that we can offer to you is to send your phone to be repaired.
9:37:32 AM AgentPaula B.
Because you already performed all of the Troubleshooting then the next step is to send that to our Repair center.
9:37:41 AM Customerpat
i paid alot for this phone it has no warrenty
9:38:13 AM Customerpat
and it was working fine untill update what could be the problem
9:38:45 AM Customerpat
i dont want to pay to have it fixed if i didnt cause the problem
9:39:53 AM Customerpat
i made sure to charge full and clear catch before i applied the update
9:40:17 AM Customerpat
does the s-on do anything
9:40:40 AM Customerpat
or the h boot saying locked?
9:41:46 AM Customerpat
how would i flash stock software to see if that would work
9:41:50 AM AgentPaula B.
That means that you are using the original operating system
9:42:20 AM Customerpat
yes its not rooted or custome firmware
9:42:50 AM AgentPaula B.
Then that is really good.
9:43:15 AM Customerpat
thats why i dont understand you sent a update that was supossed to work but it didnt
9:44:15 AM AgentPaula B.
Unfortunately that update was sent from your carrier.
9:44:25 AM AgentPaula B.
Not from HTC.
9:44:40 AM Customerpat
i know but they refused to take blame
9:44:50 AM Customerpat
so what do i do
9:45:03 AM Customerpat
they wont touch it
9:45:15 AM AgentPaula B.
usually what happens is that the Carriers send over the air the updates and the devices make the changes automatically.
9:45:53 AM Customerpat
i even chated with tmobile support they even said its htc problem
9:46:19 AM Customerpat
who made the phone you or tmobile
9:47:34 AM Customerpat
have you heard of this problem before
9:48:05 AM AgentPaula B.
We created the phone and then we provided the phones to the carriers. They actually make some changes on the device and then they have access to your phone then they can send those updates to you.
9:48:54 AM Customerpat
so i guess i need to figure out who would be responsible
9:49:19 AM Customerpat
and they are blaming you and you say them
9:49:28 AM Customerpat
not sure what can i do
9:49:53 AM Customerpat
i paid 400 for this thing and now it dont work
9:50:26 AM Customerpat
if you can help me that would be great
9:50:30 AM AgentPaula B.
Well, Pat. I just have a question when did you purchase your device?
9:50:52 AM Customerpat
about a year ago off ebay
9:51:10 AM AgentPaula B.
Ok. Please provide me with this information in order to escalate: 1. HTC Sync Manager Error Code and/or Message 2. HTC Sync Manager Version on the PC (optional) 3. HTC Sync Manager Version on the Phone (optional) 4. HTC Sync Manager Package Installer Version on the Phone 5. Outlook Version if Syncing to Contacts/Calendar
9:51:50 AM AgentPaula B.
Oh I'm sorry again I sent that message to you as a mistake!
9:52:20 AM AgentPaula B.
Ok then in this case your phone would be out of warranty
9:52:34 AM Customerpat
ya out of warrenty
9:53:03 AM AgentPaula B.
but still you can send the device to us to be repaired.
9:53:56 AM Customerpat
but if i messed phone up by dropping it or moister or something then i get it i would have to pay for it
9:54:25 AM Customerpat
but i didnt do anything but update it
9:54:30 AM AgentPaula B.
your device will go through a diagnostic process and they will check exactly what happened.
9:54:41 AM Customerpat
so is the repair going to cost me
9:55:10 AM AgentPaula B.
Yes Pat. It will be generated a cost for the repair.
9:55:29 AM Customerpat
but i didnt do any damage
9:56:19 AM AgentPaula B.
Also the devices that we fix cannot be partially repaired then the Repair center will repair it completely.
9:56:30 AM AgentPaula B.
But still it will generate a cost for you.
9:56:54 AM Customerpat
but if tmobile sent the update then shouldnt they pay for it
9:56:55 AM AgentPaula B.
Sorry for the inconvenience, but it is necessary to notify you about it.
9:57:11 AM Customerpat
ok so how much is the repair
9:57:56 AM Customerpat
im just not getting it i didnt break something but i have to pay for it??
10:00:15 AM Customerpat
sry not trying to be rude
10:00:58 AM Customerpat
just trying to see who i call for the update breaking my phone
10:01:36 AM AgentPaula B.
Well in this case Pat I know that this could be very frustrating. and I understand that. But in this case we the reparation process service is for all of our customers and the arrangement of the payment is directly with the customer.
10:02:11 AM AgentPaula B.
I know as well that you don't want to go back to your carrier.
10:02:31 AM AgentPaula B.
But they also offer some services in order to repair the phone.
10:02:50 AM Customerpat
they wont repair it already asked
10:03:41 AM AgentPaula B.
Ok.
10:04:01 AM AgentPaula B.
then in this case this is the solution that I can offer you.
10:04:16 AM AgentPaula B.
I would really love to give you something else !
10:04:31 AM AgentPaula B.
But this are the policies of the company.
10:05:23 AM Customerpat
i just cant believe i have to pay for someone elses mistake
10:06:33 AM AgentPaula B.
I understand Pat. But I also know how important it is to have a device working.
10:06:41 AM AgentPaula B.
I really want to help you!
10:06:49 AM Customerpat
if i was in trafic and there was an acident and a row of 50 cars behind that it not fair to charge all 50 cars for one accident
10:07:24 AM Customerpat
when it wasnt there fault
10:08:56 AM AgentPaula B.
I'm really sorry about that Pat. But unfortunately this is the only way how I can help you.
10:09:39 AM Customerpat
so i am being charged with/for something i didnt do??
10:09:53 AM Customerpat
how much is the repair
10:10:13 AM AgentPaula B.
This is only if you want to send the phone to be repaired.
10:10:19 AM Customerpat
this has happened to alot of people
10:10:46 AM Customerpat
is there a htc store i can go to
10:11:21 AM AgentPaula B.
The repair Center will send you the Quotation through e-mail and you can reject or accept the quote.
10:11:23 AM Customerpat
so what if i dont want to send in to get repaired what are my options
10:11:32 AM Customerpat
how can we fix it
10:11:51 AM AgentPaula B.
Unfortunately Pat We don't have any HTC physically stores.
10:12:11 AM AgentPaula B.
To do something else.
10:12:46 AM AgentPaula B.
The only option is this one.
10:13:34 AM Customerpat
so makeing me pay for a phone i didnt break is your only solution?
10:13:47 AM Customerpat
just trying to be clear
10:15:36 AM AgentPaula B.
That is the only solution I have for you because your device is out of warranty I cannot offer you any other solution, unfortunately.
10:18:34 AM Customerpat
this would be considered a defect/recall which should be covered as long as i own the phone and im not the only one this has happened to
10:19:21 AM AgentPaula B.
Unfortunately not.
10:19:28 AM Customerpat
is there a way to escalate this issue or manager
10:19:45 AM AgentPaula B.
This is the only thing that we can do for you.
10:20:19 AM Customerpat
so how does htc justify making people pay for there software breaking phones
10:21:06 AM AgentPaula B.
Well actually, I was checking here and we can do an escalation for you!
10:21:32 AM Customerpat
anything that will help me would be great
10:21:49 AM AgentPaula B.
the company will take from 7 to 10 Bussiness days to contact you back.
10:21:59 AM Customerpat
all i am saying is to look at it from my view
10:22:21 AM AgentPaula B.
And the higher department will be able to do the rest for you.
10:22:57 AM Customerpat
so how do i turn in a ticket
10:24:01 AM AgentPaula B.
I will gather some information form you and then I will give you all of the other information after I finish the Escalation and the ticket.
10:24:35 AM Customerpat
ok
10:26:51 AM AgentPaula B.
perfect then please could you provide me with your full name, phone number and e-mail. Please?
10:28:05 AM Customerpat
pat phone email
10:29:01 AM AgentPaula B.
Thank you so much for that information.
10:32:31 AM AgentPaula B.
Could you please tell me exactly to what version was your phone being updated?
10:32:55 AM Customerpat
i think 5.0
10:34:42 AM Customerpat
it didnt give much info on that just gave me software firmware update and i just accepted it after i alerted me 10 times a day
10:35:16 AM AgentPaula B.
Ok thank you so much for that information.
10:35:26 AM AgentPaula B.
do you remember what version did you had before ?
10:35:42 AM Customerpat
it alerted sry
10:36:23 AM Customerpat
uhm not sure what version it had before never paid much attention to that
10:38:56 AM AgentPaula B.
ok that is fine thank you so much for that.
10:42:41 AM AgentPaula B.
My I also please have your full name?
10:44:19 AM Customerpat
i would like to only give my first name if thats all the same but you have my email and phone
10:45:06 AM AgentPaula B.
I'm sorry Pat but I will need your full name in order to proceed with the escalation.
10:45:16 AM AgentPaula B.
Could you please provide it to me?
10:46:34 AM Customerpat
do you need it to complete the procedure
10:48:16 AM AgentPaula B.
Yes Pat, I do.
10:48:57 AM Customerpat
ok hazel i will have to ask manager about that
10:49:15 AM Customerpat
is last name
10:49:41 AM AgentPaula B.
Ok thank you so much!
10:49:55 AM Customerpat
i have to go soon kids are up
10:50:02 AM Customerpat
are almost done
10:50:41 AM AgentPaula B.
Just please allow me some minutes more .
11:00:54 AM Customerpat
are you still there i assume we are just about done do you need anything more from me'
11:02:51 AM AgentPaula B.
yes Pat!
11:03:01 AM AgentPaula B.
I'm still working on it.
11:03:06 AM AgentPaula B.
we are almost done
11:05:32 AM AgentPaula B.
Could you please tell me your Preferred Contact Time and Time Zone and the days you want to be contacted.
11:05:32 AM AgentPaula B.
please
11:06:01 AM Customerpat
]any day and time email is best way
11:07:57 AM AgentPaula B.
ok where are you located Pat?
11:09:47 AM AgentPaula B.
What is your Time zone?
11:09:49 AM Customerpat
washington
11:11:32 AM AgentPaula B.
Thank you so much for that information!
11:11:52 AM AgentPaula B.
May I know what is your time Zone? please.
11:13:39 AM Customerpat
pacific mountain
11:13:45 AM Customerpat
western
11:13:58 AM Customerpat
washington
11:14:27 AM AgentPaula B.
Thank you so much!
11:20:52 AM AgentPaula B.
I'm almost done with this Escalation!
11:21:07 AM AgentPaula B.

HTC wants to sell broken or unreliable phones, so they can make there pockets bigger and the customer is stuck buying a new phone. They had my son's phone for over a month, after numerous calls from me & his grandfather, my son finally receives his phone, which is wiped clean of all his data, contacts ect. We reactivate the phone, the service was paid and the phone still don't work, he cannot talk on it! They never fixed my childs phone which is still under warrenty. I purchased an $150 HTC phone for my son, it was not even 6-7 months later and the speaker didnt work. My son couldnt make a call,besides the extra storage card didn't work and it froze on him. I did go back to the store where I bought the phone and she told me, a lot of people are coming in making complains about the phone, gave me HTC's #. I called HTC and explainned only about the microphone/speaker didnt work, she had him run a test and said send it in they will repair it and within 7-10 days he will have his phone back, haha what a joke. All they did was give us lies, stories and even tried to charge for a phone under warrenty at one point. Save yourself a lot of money, greif, stress and problems DO NOT EVER by a HTC as my son's father has one and I didn't know at the time of purchase, that his phone didnt work, text, CAN NOT answer a call,it freezes up so much more. They don't keep there 1 year warrenty agreement. They try to act like their sorry and understand what your going through. I'm not going to let this go.

I had my HTC MAX 2 less than one month. I heard a POP and the phone caught FIRE!!!! The thing melted to a GLOB!! I didn't receive injuries. I wrote HTC and asked for a new phone free of charge and initialy they said they would replace it but I havent heard from them since. I am very very very disappointed in this product and the customer service behind it. I am out 160.00 ..BE CAUTIOUS WHEN USING THIS PHONE!!

I bought HTC Desire 816g 6 months back from Janakpuri, New Delhi from Croma. Last week when I was trying to switch on my phone, I was unable to do so and I realize the phone is dead. I went to HTC authorized service centre,Dwarka to get it repaired. I showed them my bill and all the details but today, when I called their customer executive they are denying that my phone is in not warranty and due to physical damage you need to pay 6000 to get it repaired. This is not at all justified statement expected from such a big brand HTC. If you can in any way do something fruitful pls go and check. I am sharing you the details:- Serial #: LC53TYE48153 Ticket # : 15INA480085300. Mobile Number: 9540657593 What do you think you can easily cheat your customer by just giving them a random statement? If HTC is not capable of giving 1 year warranty to their customers so its my humble request you guys do not make false commitments to your customers. If you are not going to take any action on this, then this will surely be a legal matter.

I dont want to give single star also for rating.
Now in November this is the 3rd time i am submitting my mobile to service center from august for display problem.. each time they keep the mobile for 15-20 days saying that part is not available.. I really don't know how the problem occurs after a month of servicing.. staff is careless.. not receiving calls.. WORST service by HTC.. Its just frustrating...

I have had a very negative experience with HTC service in India

I purshased ann E9 plus few months back and have had serious hardware issues

While I have submitted my phone at their service centre, I was surprised that they do not have any policy to provide back up set and the TAT is 15 days for repair as the parts are not available!

There is no point going for such costly handsets if company has no infrastructure to support customers.

very bad customers service. my phone fall down and easy broke the lcd. very bad quality.

the worst thing is i called the service center in dubai to help me fixing this lcd problem,

but it was so unbelievable the will charge me 80% of the total cost of my mobile. what is this. F*ck i should rather buy new one. that to have this repair.



very bad exactly, i have mobile with me just 20 days and broke.very slight fall dawn and broke.

Never buy an accessory in the htc webpage, I bought a pair of headphones one month ago, and one of them doesn't work anymore, when I contacted htc support, they told me my product doesn't have any warranty because it was purchased separately. And the worst part I couldn't complain, there is no way I can tell them I am super upset.

Horrible. Just horrible products and customer service. October 2015, I started a profile with HTC. Cuz I had a battery problem. The first representative told me HTC had to put a $40 hold on my credit card. And I would get my battery overnight shipping. So 5 days past. I called about my battery. The Representative told me that there was a waiting list and it would take 5 days to get the battery. Six days later I call them back. The representative told me that they haven't received the battery from their warehouse and that they will contact me when they get it and THEN they will send it to me. I got a hold put on my credit card and overnight shipping turned into still waiting on the battery for almost a month. This company DOESN'T AT ALL care about its customers. I've spoken to over 6 representatives and they seem not to care about my situation. I called today to tell them to release the hold from my credit card and that I was going to another company for another phone. Please don't buy the products from this company. Cuz the don't care about their customers. They shouldn't even be allowed to be in business because of such poor customer service and horrible products. They are theives...