After two months of regularly phoning HTC's helpline I still don't have a working phone ? and am losing business
I have been in regular contact with the HTC customer helpline during the past couple of months because my top-of-the-range, five-month-old smartphone developed a fault. It won't charge the battery, rendering it useless. Replacing the battery didn't work, proving the fault was with the phone. HTC asked me to return the phone for repair. They sent it back a week later but it wasn't fixed. They asked me to send it back to them again. It came back a week later, still not fixed.
I contacted HTC once again and they suggested I send it back yet again. This time I insisted on speaking to a supervisor because by now ? four weeks after the fault initially developed ? I wanted to suggest it would probably be easier for everyone if they sent me a new phone. I was passed to a member of the escalation team who was off-hand, telling me I had finally got what I wanted, but my new phone wouldn't be new but reconditioned.
A week later I had still not been contacted so I called the helpline again and requested to speak to the escalation team only to be told that customers are not allowed to contact the team and have to wait to be contacted. Furthermore I was told that even the supervisors were not able to contact the team via any method other than email.
I still don't have my replacement phone after two months. This is costing me money because I am paying line rental for a phone I don't have and I am losing business because my regular number is not working. I feel that HTC UK customer service is non-existent. JC, Peterborough
This problem prompted one of the fastest responses we have seen from a company dealing with a Guardian reader complaint. Just 20 minutes after speaking to HTC we were contacted by the group, which immediately apologised for the poor level of customer service. A spokeswoman said it was "unacceptable" and offered you "our sincerest apologies". She added: "Delivering the best possible experience to our customers is at the heart of our business and we will continue to strive to meet that customer promise."
You have been sent a replacement handset which HTC hopes will help restore your faith in the company.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
Source: http://www.guardian.co.uk/money/2011/sep/09/smartphone-fault-htc
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