1. Android Central Question's Avatar
    I bought my HTC10 a year ago, and it’s still within 1-year free replacement warranty when I accidentally broke my phone screen. So I filed a claim for which I would like to replace the broken one. I contact the customer support and chose the advance exchange program. I was told I will receive a new phone about 14-20 days.

    A month later, I did not receive the promised new phone. I wrote another e-mail to HTC. No response this time. I called the customer service, but they said there is something to be sorted out so they would call me back within 24 hours. No call back at all. I had no other way and I need my phone to be functional appropriately soon. I found a store to fix the cracked screen for me, for $180.

    Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yesterday (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months since I filed the claim.

    The customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it." Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”.

    I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first. I'd want to mention that his attitude was quite rude and his accent was hard to understand.

    The call ended unpleasantly and I didn’t agree to send the phone back to HTC because he couldn't commit that I will receive a new phone within 1 week after they receive mine. It's just too suspicious. How can I trust what he said given that I never receive the phone HTC promised? How could I know HTC will send the phone to me if I send mine to it? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript to prove every word I said.

    I felt very disappointed after receiving that phone call. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I've reported my complaint to BBB. Anyone knows a better way or a better place (some kind of customer protection foundation or group) to make the corp like HTC do the right thing instead of hurting the customers?
    04-20-2018 09:12 AM

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