Benjamin Legum

Review of HTC America

I wish to start with the 5 month follow-up since H...

I wish to start with the 5 month follow-up since HTC has received my phone under warranty: I still do not have a phone. They refuse to give me a refund or replacement phone. My case has been "expedited" twice. I have had at least 2 case managers that I know of. HTC has not reached out to me once since my initial trouble shooting report.

Now, if you wish to continue reading....
My last three phones have been HTC. So far, I really like the design, features, and functionality of the HTC products. Sadly, my recent experiences make me want to run away. In August 2017 I purchased a HTC U11. I liked it. This phone was sharp. My girlfriend has the S8 and, personally, the U11 is a better phone. At the beginning of November the phone just stopped working. It turned off on its own and tried to reboot, then got stuck in boot failure. The phone was never dropped and had a shock proof case on it. I more than understand that when you manufacture a million or so of anything, sometimes things don t always go right. Luckily I still had my old phone as backup. I called HTC support. They had me send the U11 in to be assessed. They received it November 8th.
Here is where my loyalty dissipates. Three weeks after I send off my phone I realize that I have not heard from HTC on my phone s status. I don t know if I am going to be billed or if they had even looked at it. I did go online and see that it was received. I called customer service and they say that they don t know anything and are going to expedite the case. They do not give me anyone to contact. There were a few very generic, uninformative conversations and voicemails that when you read between the lines means they have no idea what is going on with my phone. After 4 days of calls, I get to talk to supervisor by the name of Fred. Apathically, Fred tells me that there is nothing he can do for me. I mention that there is a systemic issue with the way they have been handling this and ask to speak with his supervisor. He says no and that the person he reports to does not interact with customers. I ask for his ID and he hung up on me.
I made sure that I was respectful when I spoke to Fred.

This is the 5 month follow-up since HTC has received my phone: I still do not have a phone. They refuse to give me a refund or replacement phone. My case has been "expedited" twice. I have had at least 2 case managers that I know of. HTC has not reached out to me once since my initial trouble shooting report.

Sadly, after this experience, I would recommend everyone to stay as far away from HTC as possible. You have lost my business.