[quote=owentan328,Oct 20 2013, 02:38 PM]
[quote=bennedict82,Oct 20 2013, 02:17 PM]
Hi Owen,

I know you are HTC supporter. We all here same as well. Very lucky your camera has no problem. I am glad you dont have this problem.

But, the knife haven't cut the skin and no way you can feel the pain as what we having now. The phone got defect, I dont blame HTC. Nothing is perfect. The problem is the way HTC service center serve customer really awful.

At first, before I sent in my phone to them, I thought it could be people in this forum over sensitive. But then after called the HTC dumb operator 3 times for follow up, they give me same question 'Technician are assessing your phone'. Furthermore, those customers not from KL, will never reach the service center, and only can talk to HTC Operator who not really handle your phone problem but talk shit. we just like talk to the air and will never know when the phone will deliver back. Hope you understand our feelings. I got no smart phone that I fully rely it everyday for traffic jam (waze), Business email reading.

I dont blame user complaining here. Take it positively. They share their experience so the new buyer will aware of the issue and prevent the same problem we are facing now.

Dont take it negatively.

HTC operator asked me to call next Monday... Not I want to chase them. This is what they committed to me that will update me the status. I will let you know the answer they will give tomorrow.

[/quot

Is not I want to show off..

Its not HTC problem to have poor CS service... They already tried their best to perform... But sometimes other people in which I mean the customer service officer in HTC Malaysia sometimes kurang ajaror guailan. The same way some of use is like those kurang ajar type. They don't care about what problem the user have... They only
go to office be kurang ajar during work... Then get paid... Not many people wants to do customer service job because they have to bare all the complaints and stress of the user.. That's why htc already tried their best ... But can't get better people or less kurang ajar people for customer service..

Look at other countries HTC customer service ... They all very helpful

[/quote]

Whether only some or all staff don't do their job, customer really don't care. An organization cannot perform well they cannot find excuse to tell us some of their staff no good. The leader the CEO must responsible for that. The htc CEO must seriously look into this and have standard support mode across global to serve customer. No such thing that Malaysia cannot do well but other country can.

I don't mean to against you. I just want to leave message to htc so they can serious. Or soon they will not be able compete in this market.

Make it simple, they should have better tracking system to tell us the status that we can check online. They should have service level agreement to commit to customer when they will fix the problem. They should only pick the device once spare part is available. Every company doing the same even domino pizza you can check status online.

They just neglect their service support. Are they expecting us to teach them do the good service support? Come on, it is Taiwan company... Unbelievable.

agreed. And give a bullshit talk about "update 4.3 about will fix the problem" ... "do not use the phone in hot condition"

'knock' 'knock' to HTC ... Hello! Here is Malaysia, do they think is Iceland?

This post has been edited by bennedict82: Oct 20 2013, 04:41 PM

How come mine sent to Kelana Jaya but yours go to BTS?

I heard BTS better. When UPS comes to you, you check the delivery address. Then you will know.

First, the camera defect, we dont care about their vendor. If they come to me and tell me such bullshit sure I am going to scold them. We just deal with HTC. By hook or by crook, they have to fix it and dont tell about grand mother story. You are very kind person and tolerate widely.

Second, it is very unlucky to us already when the phone has defect problem. The phone is under warranty, it is their responsibility to fix it. Dont they come to me and tell us we are lucky because they willing to replace something under warranty. Big joker.

The HTC Operator in Malaysia speaks really good, talk very politely... sounds very professional. But they donno your problem. Every question you ask, they will ask you to hold 5 mins. (They need to call SC and check). Ask 2nd question, hold another 5 mins. What is that mean? They dont know the status. If you ask more, they will said "Kindly call back next 3 days and I will update you the status". No SLA, no status, you never know what is wrong with you phone. That could be they just put your phone aside and do something else. Letting you wait for few weeks.

I have my experience with SIS Penang. I brought my HTC Diamond 2 over there. They diagnosed and told me to take back and use first to wait for spare part arrival. When spare part arrived, they called me to send my phone, then tell me 3 days to fix the problem. After 3 days, i called to check status, and they said my LCD has been fixed and can come and collect. This is the service we want.

I dont totally blame htc service center. I blame myself too. I should check if SIS Penang still exist before decide to buy.

See ... Another victims

I donno how to escalate the problem of HTC Malaysia service center.

This is what I can do now... Hope the posts here worth to get their attention. Thank you much to all your sharing in this forums




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Owen,

We dont blame the officer, we dont blame the people specifically. It is not their problem. not education problem. The whole system just NOT working. Their TOP management need to responsible for that and initiate the process improvement plan.

As I told, when an organisation not working, we blame the TOP people. When the children no manners, we blame the parent. When people uncivilized, we blame the gov. That's true actually although not 100%.

Right. But still not come to this severe state yet. Sometimes, they are quiet innocent because the top never provide them good training to serve customer.

In my opinion, they dont have process to keep track the status of each phone has been delivered to them. If the customer can check the status online, at least 50% of customer will keep mouth shut and not bugging them. And if they can fix the problem on time follow SLA and estimate time. That is good enough.

Still the top manager responsible for that. They should kick off the culprit. To be precise, they should not simply hire culprit simply at the first place. I blame them no experience to hire peoples.

Let me share with you the truth case.
I visit to one of japanese restaurant in my place (famous in malaysia one but I cannot mention the name later kena sue). I can tell you when the time they started the business for first year, it was really bad.... the waiters stand there lepak .. dont care at about.. cook have to wait for 30mins. After a while, they changed the captain to very serious man. The waiters all still same, but I can tell you the services they provide now is 1000 times improved.

I am so desperate, emotional, that is because I like HTC One very much. Even I check the Samsung Note3 / S4, those cannot attract me at all.

True True .. No defects, No gap and no scratch...

You need to pack in a box. They will use plastic bag to seal it. And remember to ask the delivery note from them. Just a piece of paper. I asked for the UPS courier guy name and IC as well. Sounds rude. But no choice.

Yes. You can visit the UPS website (for my case), and key in the delivery id to check the location.

But once reached service center. Everything will be lost track. The HTC Operator will tell you please call back after 4 days ... and then please call back after 3 days .....

Be prepare for that.

They sent to BTS or Kelana Jaya?

Then is different. You walk in and talked to technician directly. That is the best way to deal with them. We get courier send in, we have not way to know who is the guy in Kelana Jaya or BTS.

That's the reason you can get it fast.

you sent over there by yourself or courier? Sure will get if you walk in.

I need your advice here for those who has get the HTC One camera module replaced, did they replace camera module only or they will replace camera module + motherboard?

Thanks for your advice. Looks like the problem only can be resolved by changing motherboard + camera module.

How about Serial Number? Will it be changed too when motherboard replaced?

Your sister HTC One sent by courier? How long took your sister phone to return back? Kelana Jaya or BTS sc?

This post has been edited by bennedict82: Oct 21 2013, 08:02 AM

Why not you just walk in? I afraid the HTC hotline talk shit only.

Aiyoh, why you didnt tell me earlier that you want to go to Kelana Jaya? I will give you my IMEI number so you can check status for me. I trust you more than HTC operator.

Then have they fix for you already? How long your phone is there already?