My bad experience with the htc service so far
Conclusion , from the beginning (courier picking ) until now (claimed that my phone is doen with the repair , prepare to send back )- even my phone is come back with perfect condition (which i shouldn't expect so =.= ) , i won't change my rate regarding service quality , attitude and behaviour of htc .
1. on 12/8/13 , called the customer care to assign courier to come and collect my phone , according to them , the courier is able to come to my doorstep to collect my phone. they claimed that 2 days later , the courier should come.
2. after a long wait , on 19/8/13 , the courier contacted me and he said he won't be able to come to my place , he asked me to go to the town and meet him up ! (my place is merely around 15 min from the town ! ). Fine , i told him to be punctual and come at 12pm , he said he is at home and only able to come out at 1pm ! I told him to be punctual because i got work to do , i need to go back to office on time and he was late for 30 min !
3. i was expecting some formal procedure and paperwork should be done upon collection(to prove the phone is collected by courier and my phone was functioning ). The courier only prepare 1 plastic bag to carry my phone. according to the courier , there is no such procedure or paperwork from htc to guarantee the safety of my phone . This is scary !
4. according to the courier , my phone should be send to kl after 2 days , and according to the customer care line A , my phone has reached the service centre at thursday , and they started to accessing my phone.
5. On 29/8/13 , i called the customer care line , according to customer care line B , my phone just arrived yesterday and now waiting for assessment . then i said wth ? my phone just arrived yesterday ? it should be arrived last thursday ! the customer care line only able to quote the " according to the system data , your phone really arrived yesterday . "
6. on 2/9/13 , according to the htc customer care line C (another guy ), he said the repairing work is done , should be able to finish next week . When i asked what is the diagnosis made by the technician , he said no data or feedback sent from the service center.
7. On 9/9/13 , i called the htc customer care line again , the customer care line B back in action , she said according to the system , my phone still under assessment . Then i was very pissed off and asked , what kind of service is this ? using time machine to change my phone from under repair to under assessment ? Me : is that really difficult to get the info from the service center ? Care Line : We only take the feedback from the customer and the feedback will be sent to customer service center via my supervisor . There is no phone number for the service center at the berjaya time sq and kelana jaya. We communicate with them using email ? Me : oh , such a great system , so basically service center and customer care line are 2 different body which work in isolated manner ? Customer care : yes Me : so basically whatever bullsh!t done by the service center , u all have to get scolded all the time Customer Care : Yes Me : fine . i got nothing to say .
8. after the long wait , finally got the call from htc , customer care : Hi mr ng , We are here to tell you your htc sensation is done with the repair me : what the fxxk ? go home you are drunk ! i sent my htc one to repair , how come become htc sensation ? Customer care : we will check again After that , i called the customer careline again . My device is htc one. I complaint about the lousy service from the beginning and from the core. I warned them that i will ledge a police report if my phone bumper case (i sent the phone with case attached due to safety ) or the phone turns out to be htc sensation . the customer said i can do whatever i want . the attitude really horrible , they made so much joke for the service , how i supposed to not to worry about my phone !
Conclusion : HTC makes good phone , but the customer service assigned by HTC (mine one is SIS Malaysia distributor ) is really horrible .. piece of shit !! it takes me around 6 weeks to survive without my phone. My phone went through some magical process (time travel and magic )
Advice : Customer service quality should be considered when u purchasing phone. Sub-standard after sales service can turn u upside down . be careful .
My phone came back with acceptable condition ... but once the temperature shoot up to 40-43c , the purple tint issue reappear again, even the phone is just repaired , after 6 weeks stay in KL. I bet there is a design defect in the camera and also the phone structure. the heat badly affected the camera performance. think twice when buying htc product. i plan to let my htc one retire next year, if budget is allowing me to do so. Samsung scored 100% with difficulty of 4 but htc one scored 50% with difficulty of 10 .. what is ur opinion ?
That's why always check the phone thoroughly before buying. If you fail to do that, then that's where you face problems with warranty. 90% of the time if no problems occur during checking, there won't be any problems after that.