Disappointed with HTC SiS service. Sent my newly bought HTC One in on Wednesday due to dead pixel and promised to update me on Monday.

Not only no one called, had to call them to ask after office hours ended and the people on the hotline just say it's still in "repair" status with no update since I sent it in last week. Can't even tell me when I will get my unit back, terrible.

My first time buying HTC and so unlucky already. No wonder my friends who are previous HTC owners all switch to Samsung instead.

I will. Send in no problem they will accept, but I don't like broken promises. They promise to update me also never bothered to call. When I call in, they say NO UPDATE since I sent in? Ask them why, can't answer. Ask them when can I get the phone back, also can't answer.

The CSR did promise to escalate and investigate the case and will call me back tomorrow, so let's see how. Just simple 1-to-1 DOA exchange also cannot handle on the spot, really makes me disappointed.

Mine's better then



Way off the date already...

Mine is quite noticeable, it's one clump at the lower right of the screen.

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Another update on my unit, would have been my one-week anniversary today, but until now haven't even manage to touch it again ;_;

Called the HTC Careline today again and got told there's NO UPDATE still for my phone. And they CAN'T EVEN PROVIDE ME an ETA when I can get back my phone even. Just spouted crap about procedures and they will call me when it is done.

Slowly getting mad now, already sent up there five working days and NOT even processed yet and CAN'T even give me an ETA when I can get the phone back.

Yeah, I actually did that when I sent it in but they told me they don't have available stock so I had no choice but to wait. Should've told them to tell me when it would be ready next time first and keep the phone while I wait, at least can use that first. Didn't actually expect them to delay for so long.

Yes, technically one week, i just count working days.

Finally got my case escalated to HTC manager, Helen, who called me to tell me that they have NO STOCK for HTC One at all. Even the manager don't know WHEN they will have the stock to replace my unit. Literally can't even promise me when I can get my phone back. How bloody hard is it to get the stock?

Now I know why this phone is called HTC One, they probably only make this phone ONE at a time....... even the company themselves don't have any stock!

This post has been edited by kurogane: May 22 2013, 07:27 PM

I know about this but I already BOUGHT the phone. So basically after I give them money, I am useless already? Even if I only manage to use the phone for 3 hours before I return back to them? I lost one week of my time with this issue already. Next time I'm just sticking to Samsung, buying HTC is the worst experience so far.

Good luck, try to ask for Helen, apparently she's the Manager there.

I see...

Lol, isn't this thing unfixable? Guess now you also have to experience the HTC warranty service nightmare...

I doubt they have, since they keep telling me no stock. Best to ask them to let you keep your phone until they get the replacement unit. Otherwise, easily one week gone.

Latest update: NO. The manager herself say they don't have stock at all.

I think that's quite a noticeable gap there. Be warned though, you'll probably lose the phone for a week or more.

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The latest update on my 1-to-1 exchange experience.

Helen, who promised to call me back today, NEVER DID SO despite me calling the hotline and requesting for her. Gave me the "she's busy will call you back later" excuse.

Later called up to SiS, this time got another manager there, who said the reason I can't get my phone back is because there is NO MORE STOCK for Silver color. They really never expect people to do 1-to-1 exchange at all?

Pressing further, I ask to give me another color, also they say NO MORE STOCK. Wow. Then they tell me that maybe... MAYBE next week will get stock. And even that also he cannot promise me.

Seriously, HTC is such a letdown. I know this model has supply issues and all, but COME ON, at least plan for some reserve for warranty issues and such. Already past the 1 week mark I sent back to them, which they PROMISED to exchange in 3 days. Now I'm looking at close to two weeks buying the phone but never actually getting to use it.

Maybe I should consider selling my unit off already.... yesterday HTC Asia CEO also quit his job already. Don't look like the company will actually last another year

Apparently HTC will replenish their stock by next week. Just got a call from Helen to update me (finally!) and she promised I should I get my phone back next week. Let's hope this isn't another empty promise...

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I wonder if they themselves can repair, iFixit people noted they really had to break the body to even open the thing up. I took at look at their teardown... http://www.ifixit.com/Teardown/HTC+One+Teardown/13494/3

True enough, but this whole week, my experience has not left me with much hope for HTC....

Not your fault also, I just wish HTC service here more forthcoming and proactive. If cannot return to me in the promised time frame, should at least call early and inform me. If I didn't call in everyday and pester them, I think can easily go 1-2 weeks without the phone while they take their sweet time.

I do like the phone but I also rate after-sales support and service as very important too.

So what did they say when you left with your phone? Will they still exchange?

And yeah, they didn't even bother with the warranty card inside the box until I asked them about it.

That looks like a very serious problem. Not even Samsung phones have that kind of gap (lol).

SenQ can do 1-to-1, as long as you didn't use PKB on it

I tried to get them to do 1-to-1 after i discover my dead pixel. The salesperson said they usually will do it on the spot (since I already paid an everything), but I couldn't get it done because the government keeps track of the IMEI numbers of people who used the PKB rebate to buy phones.


Or maybe he just couldn't actually do it and told me some bullshit to throw me out of the store...

The RM 200 rebate given by government.