1. Da_Katz_Pajamas's Avatar
    I pre-ordered my HTC U11 and absolutely loved the phone. I enjoy a stock-like android experience and always thought of HTC as a good alternative to Samsung. However I noticed problems with the screen being unresponsive within 4 months of use and that the notification shade would be pulled down even when not near the top of the phone. Then before the 6th month mark the USB C port wiggles out of connection and doesn't give the satisfying click anymore. I contact HTC and ship my phone for repair the day after Christmas. However no one at HTC picked up my package from USPS and was sitting there until I reschedule a delivery, which I have never had to do. I tell the representative that and she said I don't have to worry about it and that they'll take care of it since I provided tracking. They said repair time may be 4 to 8 weeks. I didn't have a second phone so I bought a Google pixel 2 for the downtime. More than 2 weeks later and they still haven't picked up my package from USPS. I let them know I'm not satisfied with a less than 6 month old phone breaking so quickly and that waiting up to 2 months is pretty terrible for any customer to wait. I let them know I want a refund but they insist on getting the package from USPS. It said on the tracking website that if they don't pick it up by January 11 it'll be sent back to me which is stupid cause I had to pay shipping for it. So now I have to wait even longer to see if they even do their job right before getting my phone shipped back to me. Sorry for the rant but I am no longer interested in a company that can't handle a simple action of receiving a package.
    01-15-2018 04:28 PM
  2. SpookDroid's Avatar
    Damn, that sounds awful! Well, at least you got a Pixel to keep you company, and who knows, maybe you won't need the U11 anymore (but yeah, they should refund you the shipping even if they do get it before it ships back to you). That sucks. Hope they make it up to you, though.
    01-15-2018 04:56 PM
  3. Da_Katz_Pajamas's Avatar
    Ya but still a pain to deal with their false promises and ****ty handling of the situation. They even told me their escalation manager called to contact me but I don't like answering to unknown numbers since all I get from it are unwanted insurance and solar pitches. Also the 1st representative said that my part is done and that I don't have to worry about so they'll take care of the rest.
    01-15-2018 06:55 PM
  4. jwbekens's Avatar
    From what I read on this forum, there is no HTC repair center. It just cannot exist based on everyone's experience in this forum. Someone types messages to you over the interwebz, sure, and you might get to talk to someone by phone, but the repair facility just does not exist in the USA. I don't think anyone who sent the HTC U11 back to HTC ever got it fixed. They either have a story like this, or get a coupon code for a new phone after 2-3 months of waiting. I was about to send my phone back last summer. I had the RMA, was told by email to wait 2 weeks, then to wait another 2 months to send it back. I still have the cracked screen. Glad I never sent it back. I will take it to Sprint to get it fixed in 5 business days or less when I get a chance to get to the store. This phone is fragile and the HTC support is not ideal. Repair time is worse than abysmal. There is no repair. Mo Versi doesn't answer messages any more. Firmware updates are behind the usual 90 day after release policy, and security updates are months behind. Just sayin'....... Has anyone had a good repair experience? Other than the coupon codes for a new phone (after months), it seems that no one is satisfied with HTC support/repair.

    **By the way, I love my U11. Best device I have ever had. (other than the cracked screen.)
    01-16-2018 08:58 AM
  5. Morty2264's Avatar
    What an awful ordeal. I too would be pretty upset - do not worry about ranting to us! How are you liking your Pixel 2 in the meantime? Hopefully you get a resolution, refund, or some kind of positive customer service turnaround from HTC soon. Keep us posted.
    01-16-2018 10:09 AM
  6. isdaako's Avatar
    Another sad story. Customer service is just as important as any flagship feature.
    Morty2264 likes this.
    01-18-2018 07:15 AM
  7. NEXUS_HTC_PS's Avatar
    Another sad story. Customer service is just as important as any flagship feature.
    Yup. And when they had uh oh protection, they seemed to handle problems much better.
    01-18-2018 08:36 AM
  8. Morty2264's Avatar
    Another sad story. Customer service is just as important as any flagship feature.
    Absolutely. The phone itself could be great but if something goes wrong with it and you need assistance from (less than stellar) customer service, that could really impact whether or not you buy from them again - or even keep your current product.
    01-18-2018 09:05 AM
  9. curseoftheninja's Avatar
    Contact the Better Business Bureau. That was the only way that HTC fixed my issue and sent me a new phone.

    It is quick and easy. Make sure you provide all of your tracking numbers/information.


    EDIT: changed to correct URL
    krishnansasikumar likes this.
    01-18-2018 10:54 AM
  10. BigDinCA's Avatar
    Here's my only issue with this story: why does someone from HTC need to go and pick this package up from the Post Office? If he shipped it to HTC they would have the package because the postal service delivered it to htc's address. I'm a little 😕
    coronaboy10 likes this.
    01-19-2018 10:46 AM

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