My U11 has been there (repair facility in Texas) since Nov 6, 2017, also for a cracked screen repair. I love when I call their number and get someone in the Phillipines (I think) who know absolutely not what they're doing and EACH AND EVERY TIME, I have to tell them my whole sad story from scratch, despite the previous rep saying they were updating everything in my file on the computer.
I thought I had it all resolved when I got an email in late January saying that if I didn't pay the given estimate of $200, they would ship the phone back. I called them and advised that I had never received an estimate at any time since shipping them the phone, and was told that due to the confusion, they would offer me half off on the repair estimate. (if I had know then, what I know now, I would have just told them to ship me the phone back).
Giddy with excitement at finally sorting it out, I gave them my CC number. I was then told that the 'office that processes the payment' was unavailable, but they would call me back in 3 days. A week later, I CALLED THEM BACK, and was told that they were still 'waiting for the 50% discount code' to apply to my estimate. WTF? Like searching the internet for a coupon code or something??!!
A week later I called back again and ranted and demanded to speak to someone in the RMA department. I got someone named Lina, who advised me that the payment processing problem was almost sorted out and they would debit my card as soon as possible and 'I'll call you back in 3 days'. I asked if I would have to wait another 3 or 4 months once the payment was processed to actually have the screen repaired. She said 'No, we are just going to ship you a new phone, once the payment is processed.'
That was about 3 weeks ago. I never heard back from Lina. I have called the number on the website and also the number for HTC North America in Washington - this only gets you a receptionist who can apparently not transfer calls anywhere, but only take notes to pass on to the RMA department. I also emailed every email address I could find for any corporate management and the customer service email, including some woman that is the President or Chairwoman or something in Taiwan probably. No response.
When I reach someone at the customer service #, they tell me that they are having 'phone problems' and can't reach the RMA department. What?? For a month. A tech company can't fix an internal phone network problem for over a month. Then, when I ask about paying the estimate, they tell me that 'the system that processes credit card payments is having technical problems'. Really...for over a month? Again...tech company can't fix this??!!!
Finally, last week, just over four months in (so HTC has actually had my phone, longer than I've had my phone), and after several phone calls where I literally screamed on the phone, someone named Arby called me (from the Phillipines), saying she was my case manager (whatever happened to Lina and my NEW phone??? No one knows.) and they would be WAIVING the entire repair fee because of this complete failure of customer service. She said they had sent the information to the repair facility to waive the fee and go ahead and repair the phone. She would call me back with the tracking number once it was repaired and shipped back to me. So much for just shipping me a new phone, which (one would think) would be very easy to do, and not involve trying to process a credit card payment on their payment system that apparently has not been working for over a month.
Well, obviously, based on the experience over the past four months, I'm not holding my breath waiting for this to happen. The phone hasn't even been repaired and God knows they probably don't have any glass in stock, if they even receive the information to waive the repair. Maybe they'll ship me a U12...bahahaha.
I've owned an HTC Legend, a One M7, an M9 and this U11. Unfortunately, the U11 will be my last HTC. When I get it back it's going on kijiji or craigslist or ebay or whatever. I like HTC's hardware and their software, better than the Samsung phones I've owned, but this experience has soured me to the point of no return. It's no wonder HTC is losing market share and has become a bit player in the smartphone arena.
I've moved on to the OnePlus 5t and liked it so much I got a second one for my wife to replace her Note 4.
Thanks for the miserable fail, HTC. This company should be ashamed of this ludicrous display of poor customer service.