Well, as with many other owners of the HTC One X, I ended up with one which had a fault with it’s wifi connectivity. After grinning and bearing it for a number of months, I finally decided to send it for repair to HTC through its warranty.
I contacted HTC and was put through to their Romanian call center, which had only recently been opened and a UPS pick-up was arranged for the next day (Tuesday, 5.3.2013). This pick-up occurred as arranged and I began waiting the 7-10 day period that was required for repair and return.
By Friday, I had not been contacted by HTC with a tracking number or information relating to my repair which raised concern. I googled HTC’s customer service record and was horrified to discover their extremely poor track record. I contacted HTC on Friday and was provided with a tracking number over the phone. Upon checking this tracking number, it was revealed that my package had been sent back out for re-delivery earlier in the day and i believed it would arrive at my address shortly. When it didn’t, I began to presume the worst had happened and that my phone had been lost or stolen, which was only confirmed to me a week after it had gone missing.
Even with this being the case, HTC refused to replace my phone until UPS themselves confirmed in writing that they had lost the phone which took another week. I am writing this after being contacted by UPS confirming they had lost my package, yet have not been contacted by HTC.
Now, I can only presume that HTC are going to take even longer in sending out this replacement handset, however, I don’t know whether they have received this communication from UPS admitting liability for the lost phone. When speaking with HTC customer service reps they constantly blame everyone but themselves, from UPS to the technicians involved in the repair process. I was sent around in circles, from UPS to HTC and back again for a period of around two weeks
I am now 2 days short of 3 weeks without my phone…All for a very simple repair I probably could have carried out myself, but didn’t from fear of voiding a warranty HTC are so obviously incapable of satisfying.
simply put, HTC have the worst customer service I have ever experienced…And I’ve flown Air India.
Related Keywords:
- htc service delivery