HTC service. Why I'll buy an iPhone next time


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  1. Trey1

    Trey1 Member This Topic's Starter

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    This is why, in the end, I'll probably buy an iPhone next time, even though I like my Nexus One better.

    In August, my Nexus One power button failed. Short version--the phone was supposed to be repaired, but they lost my phone and eventually sent a swap after many days and phone calls.

    This past Friday, I broke the screen on my phone. My fault. I called HTC Nexus One service on Saturday to initiate a repair. Having learned from my previous mistake, I decided to just go for a swap right off the bat so I could get a phone more quickly. The rep on Saturday told me that even though he had all my old records, he couldn't initiate the repair order because nothing happened when he entered my "IMEI" number. He said there was some glitch in the system and he would have to "escalate" to fix the problem. They will respond within 24-72 hours of escalation, according to the rep.

    Called back Monday morning. The rep said that things looked better, and she would send an email shortly to confirm that the swap process had begun.

    Monday afternoon. No email. I call back again. The rep says my request had indeed been escalated, recommended I call back in a day or two.

    Wednesday I call again. The rep looks things over, tries to initiate the process, she says it "looks like" they (whoever "they" are) have received my escalation, and that's all she can do at this point. Ask to speak to a supervisor. Wait on hold a long time. Rep finally comes back, says the supervisor is still busy. She takes my number. Supervisor never calls back.

    Thursday afternoon (today). Brimming with optimism, I call again. Rep checks things over, says my account has now been officially escalated; they now have 24-72 hours to respond. I tell him that I thought the account had been escalated on Saturday, and then Monday. So, in other words, it took 5 days to escalate the account, then they have another 3 days to respond. So EIGHT DAYS just to PLACE the order for a swap repair!

    As a contrast: On Tuesday evening, a coworker cracked her iPhone screen for the umpteenth time (she's very careless). On Wednesday, she's got a replacement phone. Now I realize that HTC can not match the convenience of having a local retail store, but I expect that I ought to be able to at least ORDER a new phone in less than eight days.

    Is that so unreasonable?
     

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  2. Mostly Harmless

    Mostly Harmless Well-Known Member Contributor

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    Sorry you had such a bad experience. When I had an issue with my phone HTC sent me out a replacement phone (on them, this was a warranty issue) on my first call, I received it two days later, sent back my other phone in the box and received my refund a few days later. No issues and no hassle. I rated them a 10 in my book. I can understand being upset about what happen but you did get your phone. I wouldn't discount them from one experience.

    Also, saying that you will buy an iPhone next time won't win you any sympathy here. But when you do switch to the iPhone 4, good luck, so far the people I talk to enjoy it.
     
  3. mkrmec

    mkrmec Well-Known Member

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    if you haven't heard they stopped making N1's so they can't just give them out you were lucky to get a swap the first time. But that's not the point. HTC service in US is crap. Are from USA? Anyway you can't really compare Apple vs HTC... 2 phones vs atleast 20.. ofcourse it takes longer to do everything. They can't have 300 phones of every model lying around every repair place.
     
  4. Trey1

    Trey1 Member This Topic's Starter

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    As mentioned in my original reply, this was the second time I had a bad experience with HTC service. And it wasn't a problem with phone availability. The problem was that the customer service call center couldn't place the order without help from the repair center. Unfortunately, they refused to expedite the process other than to send an "escalation" email to the repair center. This was the basic pattern both times. A problem with the HTC repair mechanism became MY problem. And there was nothing I could do but wait days for them to resolve the issue. You'd think if a customer was waiting and it was their fault they would just get on the phone to the repair center and fix it! Ridiculous.

    Today they finally were able to place my repair order--after 6 days and 6 phone calls! Note that this is just to place the order--who knows when I'll actually receive a replacement phone.
     
  5. J-Mar

    J-Mar Active Member

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    I had very good service when I dealt with HTC (USA). The first N1 I bought back in April or May was a lemon, it would shut off all the time and restart. I called them, they said yep that's a warranty issue, we'll send you a new one and you send us the bad one. Got the N1 the next day (or day after that, don't remember) and this one has been flawless.
     
  6. koolbon

    koolbon Active Member

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    some say they are good and some say there are bad. The same thing goes for Apple. Maybe it has something to do with the fact that they had to give you a new phone for the second time. I never had to use warranty service for any of my phones, so I don't know how that works. I think you just want to get an iPhone because if you really like android phones better than iphone you do have other vendors to choose from. Well, nobody cares what phone you buy and no need to try to justify whatever you purchase publicly.
     
  7. fortesquieu

    fortesquieu Well-Known Member

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    It doesn't mean that Apple can swap out your broken phone 100% of the time if the same situation happens.
     
  8. Bnice

    Bnice Guest

    I wonder from time to time when an individual is unhappy or have a bad experience with his phone, they feel the need to use iphone as a means of justification, as if the iphone is trouble free and no one with an iphone have problems. Take care of you problem but don't try to tarnish an entire product because your mad. Most folks will go through some ups and down with the carriers or phone manufacturing quality built.
     
  9. snakeybidder

    snakeybidder Well-Known Member

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    zzzzzzzzzzzzzzz Who are you threatening by saying your getting an iphone??? Get one, sure htc wont miss you mate.
     
  10. snakeybidder

    snakeybidder Well-Known Member

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    Apple are actually turning people away for fixes to there air books phones etc if they smoke in there house
     
  11. Teknologic

    Teknologic Well-Known Member

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    They also won't swap out phones to people who sweat while jogging.
    It's just the whole apple vision of life. Because honestly, if you sweat or watch porn or smoke or want any choice, you're not worthy of an apple product :D
     
  12. dsjr2006

    dsjr2006 Well-Known Member

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    Somebody has been reading Consumerist too much.... I'm not sure they have ever posted a fully credible story. Are you also a big fan of Fox News??
     
  13. Trey1

    Trey1 Member This Topic's Starter

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    My original point, which still stands, is that as a customer experience, HTC still sucks. Six days of phone calls to just PLACE a repair order, is ridiculous. I'm not asking for a new free phone. I'm asking for a repair, and expect to pay for it. And 10 days later, I'm still waiting, with not even a call or email from HTC to tell me when my replacement phone might ship.

    There is absolutely no reason why, since they're charging the full amount ($529) to my credit card, they can't ship out a phone immediately. They do have phones available. It's just that they have such a screwed up repair service system that can't get the job done. I had the exact same experience in August when they repaired my phone. They bungled the order, they bungled the shipment, and it took days longer than it should have to get a phone. What really bothers me is that they seemed to have done nothing to remedy the situation in the last few months.

    Like it or not, Apple IS the customer care standard for smartphones. It's disappointing that HTC can't even come close to matching them at this point. I truly wish they could. I really just wish there was some evidence that they were trying.
     
  14. jeff000

    jeff000 Well-Known Member

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    Since when are they the leader? I would say RIM is better.

    Apple has terrible warranty to top it off.


    I've never had trouble with HTC service, my Magic had a SD issue and I called late on a Monday and I had the replacement phone on Wednesday.


    But I'll buy your N1 if its unlocked right now for the gf. So then you can go to Apple.
     

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