My current HTC Horror story

[Da_Katz_Pajamas]

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.

 

[SpookDroid]

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.

 

[Da_Katz_Pajamas]

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.

 

[jwbekens]

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.)

 

[Morty2264]

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.

 

[isdaako]

Another sad story. Customer service is just as important as any flagship feature.

 

[NEXUS_HTC_PS]

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.

 

[Morty2264]

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.

 

[curseoftheninja]

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.

https://www.bbb.org/northwest/busin...omplaints?section=reviews&reviewtype=negative

EDIT: changed to correct URL

 

[BigDinCA]

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

 

[Da_Katz_Pajamas]

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

That's what I was saying too. Like if you deliver to a company, someone should be there to pick it up.

 

[Da_Katz_Pajamas]

An update to my situation. Its been around 9 weeks since they first missed the delivery of my U11. I've passed their eta for device repair and so I called them back to let them know about it. The representative told me they'd escalate the case and I should get a call back in 2 days. If not then I could speak to an escalations agent. Well they didn't call me back so I had to. Turns out the last guy didn't escalate my case so the new guy told me he'd escalate it and so I should wait for a call back in 48 hours. So I told them no, all of your customer service representatives keep giving me false hope that you're actually gonna do something so I demand to speak to an escalation agent cause that's one of them said I could do if I didn't get my call back. So after going back and forth they're supposedly gonna call me back to speak directly to an escalations agent.

 

[kgbkny]

Have you filed a complaint with the BBB? If not, do so as soon as possible. Unfortunately, it seems like it's the only way you'll get HTC to act on their end of the bargain.

 

[Da_Katz_Pajamas]

Have you filed a complaint with the BBB? If not, do so as soon as possible. Unfortunately, it seems like it's the only way you'll get HTC to act on their end of the bargain.

Just did. Thanks!

 

[Wesbike]

HTC, once great….now has serious issues.

I love my HTC phones. I have had 3 that were amazing- great camera, fast, reliable, beautiful build, etc. I originally chose HTC because some people had great things to say about them and they seemed like a great value with top level performance.
So I switched. Ditched the iPhone, and never looked back. After many years, I finally needed a new phone, and, because of my previous experience, HTC was my first choice. I decided even though it was expensive, the new HTC U11 was probably worth it. So spent over $600 on a new phone. For 34 days, I marveled at how amazing it was. Stunning pictures, really fast, beautiful display, loved everything about it.

Then it all went wrong. The home button and lock button stopped working. I dealt with it for a few days. tried restarting, backed up, restored, etc. eventually decided I should get it fixed. After all, this is a premium product from company I respected. Surely, they will stand behind their product and repair or replace it right away. After all, it’s practically NEW! January 7th I called HTC to see what could be done. I was informed I had to send it to the repair center and it would “take up to 8 weeks to get it back”. Woah, what the heck could take 8 weeks?! But I didn’t have much choice- no one else will repair the U11, so I sent it off( insured USPS). At that time, I was told :

"After we receive the device, we will diagnose it and if there are any damages that fall outside of the limited warranty, we will contact you with a quotation to repair.”

I was understandably worried-I mean, how could it take so long to get it repaired? But, ok, I will trust the system.

Weeks go by…I keep checking the online tracking…nothing saying it’s been received, even though tracking says it was delivered on the 16th of January.

On February 19th, there’s still nothing on the online tracking, so I call to check the status. The only thing they say is “It will take up to 8 weeks…”

Over the next few weeks, I call and just get more of the same. No one can tell me what’s going on. Extremely frustrating.

At 8 weeks, I called and I was told that I would get the phone back within 8 weeks. Funny.

Next, I got the call. The gentleman said the back of my phone was broken(remember, I sent it because the buttons stopped working) and it would cost $200 to repair it. Then he said “someone would get back to me to take payment within 24 to 48 hours” and hung up...

I called back and eventually was able to pay for the repair. She made me read her my card # and security code again after giving it to the “secure system"
(I didn’t get an email with a quote until AFTER I had paid $200.)
This is ridiculous… I have spent over $800 now and have nothing to show for it.

Unless they remedy this soon, I'm never buying HTC again!

 

[anon(1733)]

HTC, once great….now has serious issues.

I love my HTC phones. I have had 3 that were amazing- great camera, fast, reliable, beautiful build, etc. I originally chose HTC because some people had great things to say about them and they seemed like a great value with top level performance.
So I switched. Ditched the iPhone, and never looked back. After many years, I finally needed a new phone, and, because of my previous experience, HTC was my first choice. I decided even though it was expensive, the new HTC U11 was probably worth it. So spent over $600 on a new phone. For 34 days, I marveled at how amazing it was. Stunning pictures, really fast, beautiful display, loved everything about it.

Then it all went wrong. The home button and lock button stopped working. I dealt with it for a few days. tried restarting, backed up, restored, etc. eventually decided I should get it fixed. After all, this is a premium product from company I respected. Surely, they will stand behind their product and repair or replace it right away. After all, it’s practically NEW! January 7th I called HTC to see what could be done. I was informed I had to send it to the repair center and it would “take up to 8 weeks to get it back”. Woah, what the heck could take 8 weeks?! But I didn’t have much choice- no one else will repair the U11, so I sent it off( insured USPS). At that time, I was told :

"After we receive the device, we will diagnose it and if there are any damages that fall outside of the limited warranty, we will contact you with a quotation to repair.”

I was understandably worried-I mean, how could it take so long to get it repaired? But, ok, I will trust the system.

Weeks go by…I keep checking the online tracking…nothing saying it’s been received, even though tracking says it was delivered on the 16th of January.

On February 19th, there’s still nothing on the online tracking, so I call to check the status. The only thing they say is “It will take up to 8 weeks…”

Over the next few weeks, I call and just get more of the same. No one can tell me what’s going on. Extremely frustrating.

At 8 weeks, I called and I was told that I would get the phone back within 8 weeks. Funny.

Next, I got the call. The gentleman said the back of my phone was broken(remember, I sent it because the buttons stopped working) and it would cost $200 to repair it. Then he said “someone would get back to me to take payment within 24 to 48 hours” and hung up...

I called back and eventually was able to pay for the repair. She made me read her my card # and security code again after giving it to the “secure system"
(I didn’t get an email with a quote until AFTER I had paid $200.)
This is ridiculous… I have spent over $800 now and have nothing to show for it.

Unless they remedy this soon, I'm never buying HTC again!

Wow that's horrible. I couldn't go 8 weeks without my phone. I need it for every day use. That's why I stopped buying devices unless I know I can get emergency repair work done or a replacement sent asap. Not 8 weeks. I hope you get this sorted out and get your device back.

 

[Gus_Gutz]

Pajamas, what is the status now?

 

[segujer]

Customer service woes, sorry man, hopefully the issues weren't due to mishandling

 

[vee4vee]

YES, I feel your pain and am having a HTC horror story similar to OP. The home button on my U11 malfunctioned in December. They said the only recourse was to send them the phone, and the customer support after that has been abysmal. I have contacted HTC every week or so for the past 4 mos (!!) and each time it's a different flavor of excuse with no attempt at resolution. First they had a return authorization issue (aka couldn't find the phone), then a repair supply move was causing delay, and now the parts are on backorder -- I ask which parts and they don't know.

It's been far and away the worst example I've ever had of a company not standing by their product. I suspect they can't even find my phone, even though I have verified delivery receipt, and HTC refuses to replace it. Nor can they send me back the unrepaired phone. I've gone 3 rounds of back and forth with HTC via BetterBusinessBureau but still no resolution or attempt by HTC toward a resolution. Had been a loyal HTC customer for past 10 years...RUN AWAY.
The comments of HTC providing a code for a new phone gives me some hope of at least getting a step closer to getting a replacement phone I can try to sell to defray the mistake of buying from HTC.