I would give a 0 if I could, I have written their customer for over a month, posted about my experience and I got a message telling me they wish me the best of luck in the future.
I have been a loyal HTC consumer for over 7 years and for a company that prides it's self on word of mouth advertising you suck!
I have post a blog of the whole experience and trust me when I say my voice may be small but I will make sure everyone I know now know how horrible your company treats it's customers.
no longer a loyal customer of HTC
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HTC is horrible. Won't fix known issues. Customer service rep pretty much admitted that to me on the phone. They're aware the issue is widespread, however since my warranty is done, they wont do anything for me. Gave me the number for HTC US, get hung up on after 30 seconds on hold. Avoid HTC like the plague. POS company.
DO NOT BUY HTC! Very poor customer service. I used to love HTC phones. I had 3 amazing devices. Then I bought the U11 ($600+) their best phone ever. After 34 days, The buttons failed. Sent in for repairs and they've had it for over 9 weeks. And I have paid $200 for repairs. Extremely poor service and communication. No one can say when I'll get it back. At this point, I just wish I could get my money back. UPDATED 4/4/2018: still no phone, and they still can't say when I'll get it back.
Sent my phone in for repair, 7 MONTHS later, when they finally send something back to me, ITS THE WRONG PHONE! Called in to let them know about the mix up and now I've been waiting ANOTHER 3 MONTHS for a resolution. Its basically been a year since I've sent my device in. Getting a straight answer out of someone is like pulling teeth. They wont refund my repair fee, which makes zero sense to me considering they never repaired my device(they probably lost it) Absolute worst customer service experience I've ever had. Hoping HTC gets it together and starts to appreciate the customers that make the company. No wonder why most cellular carriers don't have a wider selection of HTC phones in their shops. They probably hate working with them as well.
As an ex-employee I have reached out to HTC 8 times now to simply change my new last name and address on my 401k. From the few people left at this dying company, I was warned Christian in HR can't get anything done. Totally inept at his job, etc. And since I called, emailed & snail-mailed my requests 8 times with zero response; now I have to get lawyers involved. Even if you now try to call this, "business" it goes to a recording with no option on voicemail. A total joke! God bless those few souls that still work here. Glad I got out when I did!
Sent my phone in for repair on June 6th, was sent back to me twice not repaired, sent it back a total of three times! It is now October and I still don't have my phone!! All I get is the run around, lame apologies and excuses. Would NEVER recommend HTC to anyone!!!
You better hope you never need anything from HTC after your purchase.. Their service is more than non-existent, it exhibits every indication that it's set up to destroy their corporate reputation. HTC has had my phone for 2 & a half months on a standard repair for what I was told would be a 30 day service (HTC service is advertised to be 7 - 10 days). After all this time, they still can't tell me when they'll return my phone, they won't replace my phone, nor will they reimburse me for my phone. Their Support center is useless & frustrating and escalating the issue is equally as useless and even more frustrating. HTC has converted a loyal customer to a walking, talking, Anti-HTC billboard. I'm committed to telling everyone I know about my experience and doing all I can to helping others avoid this frustration. My recommendation is to buy anything other than HTC. They're that bad and I can't wait to buy my next phone so I don't have to have their product in my pocket.
Customer service is everything but helpful. I sent my phone in for repair through uh oh protection waited 10days to get back a broken phone that didn't accept my sim card after sending the phone back AGAIN and waiting another 10days only to get a phone back with a broken speaker! I have spent hours on the phone with customer service with no help apparently there is no such thing as a supervisor the reps don't have id. Numbers and all they want me to do is send the phone back for repair again are you kidding HTC the least you could do is offer a NEW phone ...called corporate office as well all I got was an answering machine I'm sooooo done Samsung here I come!
awww HTC,you guys have or had the best I mean absolutely best phones. What happened to the Android robot that appeared on the screen on incoming calls? That was the coolest. I know you had to cut a lot of employees because of lack of sales.You HAVE TO MAKE COMMERCIALS!!!! IT'S AN ABSOLUTE MUST here in America to keep your sales high. Remember you were number one but you didn't make commercials and Samsung came out almost every month with a new commercial.Somebody over there knows about the importance of marketing. It's never too late though.
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.
The typical, I wish I could put zero stars. Has had my VIVE for over 6 weeks after jumping through their hoops for a warranty repair. Every two weeks I am told in a chat that it will be two weeks and they apologize.
I have owned HTC phones for twenty years. Bought a new U11 and it died after 10 days. I have been without a replacement for 13 days and can't get anyone at HTC to help. Will shop for other brands in the future.
HTC customer service is one of the worst I have experienced and heard of. They failed to follow there policies 90% of the time. It took me about 10 hours on the phone with them to get a replacement phone that worked. The first phone was a refurbished phone and the main home button did not work properly. The second one they sent a new one. I was told multiple times that I would receive a call from someone within a certain time frame or time. They failed to call me 6 times back and the one time they did call me was over 3 hours later than they said. I was promised to be called by 10 am my time and did not receive a call till after 1 pm. They did offer $25 to there website as compensation. The offer is a joke for the time I had to talk to them and not have a phone for my personal and business. I do like the phone, I would say to go thru your phone company for work rather than HTC. They refuse to receive any postal communication also.
Have had my credit card on hold for over a week now waiting on a replacement phone. It appears to me that they dont want to honor their UH OH coverage. I have called multiple times to be told I need to wait another 2 days for an update, stating that they are waiting on corporate to give them an answer. BOGUS!!! I have had an HTC phone for over 10 years now and love them. ATT used to carry them but not anymore, maybe they stopped carrying due to BAD CUSTOMER SERVICE
Tried to get a VIVE repaired. Appears HTC lost the headset but will not acknowledge that it is missing. Going on 6-months and just keep being told it will be resolved soon. So far nothing.
I have owned several HTC phones. Sent it back for a bad charging port in August 2017. They finally sent me a phone back in Dec. i went to verizon to find out it was someone elses phone. They said they were sending me the M9 for replacement. I am still with no phone and just run around answers when I call. Horrible customer service. Do Not trust them!!!!!
Customer Service is absolutely terrible. Called three times, held for 30 minutes each time, and never had my problem resolved, and they're my only help. Ridiculous.
Called in and spoke with Ann ID #56972. I was promised a call back from their manager, however, they had missed their own deadline for the call back. As such, I call backed to put in a second request to speak with their manager and Ann refused to put me through to the case manager. You just can't get any customer service from this company as their representatives provide you with the wrong info. and can't help you AND you aren't even allowed to speak with their manager. They are also the worst companies for staying up to date on the OS. As such, unless you want to spend top dollars for their phones, only to be able to use it for a year because you can't get customer service support and their OS isn't up to date, then I say take your business elsewhere...anywhere.
HTC & Sprint put out a defective device, & are refusing to compensate customers for their SEVERE backlog. Customers are being forced to pay for services they CANNOT use. I'm starting a class action...
This company doesn't even deserve one star. I have never been more disrespected as a customer as I have been over the past two days dealing with technical care. I have contacted them numerous times about a single issue that after a month has not been resolved (when it was only supposed to take 7-10 days). Three different "supervisors" have been no help to me, and one of them purposely disconnected our call. I have contacted corporate and I will not give up until the shady operations this company is doing are brought to light.
Absolutely terrible customer service. No communication from HTC other than bland apologies and reassurances. Was promised a replacement phone would be shipped in 3-5 business days after providing credit card number for $599 hold. Phone reps are useless and only read over and over from a script. Emails go unanswered or have no information. Corporate office phone in Bellevue Washington just hangs up and never connects to a person or voice mail.
An HTC user for a decade. Had worst experience in support, when i finally needed it. My HTC Desire 820 stuck in boot loop and when i called support, only answer i got is that "our mobiles are designed per country so don't use HTC phones in other countries. Your mobiles will be serviced only in country where it is designed for. " so i cant use an HTC mobile in USA which i bought in India.
I sent my phone to HTC for remain on July 9th, 2017 and they have still not completed the repair. Every time I contact the customer care, they make false promises.The phone is still in warranty. Their customer service used to be good, but now its worst. Maybe that's the sign, I will never ever buy another phone from HTC.
One star is just to high a rating for HTC I purchased a HTC One X9. After only 10 months the camera failed. I contacted the company that I bought the phone from and they made communication very difficult (their email address just bounces). At this point I decided to contact HTC. After many emails trying to get them to fix their phone (the camera fault is a well known systematic fault with many of their phones), HTC informed me that I had no consumer protection under Australian law because the phone was manufactured in Taiwan, furthermore since the phone was made in Taiwan the only way to fix the phone was to send it back to Taiwan for repair at my expense. This company does not care about your experiance with their phone, they have no hestation in lying to you and do not care about your legal rights. Consider a different android phone maker next time, one that believes in the customer experiance rather than stealing your money for an inferior phone. Its all a shame really, whats the point in engineering phones such as these if your customer service is at a Third World standard.
Awful customer service. I have been waiting almost 2 months now for them to fix my phone. They don't care about their customers and are just money hungry.
Terrible customer service. I have HTC one under warranty. When i called to HTC to request a service ( Screen is blank) Supervisor Bianka voided my warranty just because i don't have sim card tray. Sim card tray is the only place where they have serial #.
purchased HTC one A9 within 3 months had a issue of mic for which i submitted my handset at htc service centre at mumbai on 30th june and got it back after 16 days. After 18 days from date of repair i face same problem of mic so i again give it to htc on 9th august 2016 and till date i dint get my handset back and the excuse given by the call centre executive since last 10 days is that they dont have spares it will take more time. since last 4 years i was using different htc models but after this incident i requst not to take HTC mobiles anymore because we don't get return what we pay for.
I enjoy my Htc M9. But with the Uh oh protection i cracked the screen, friday morning i talked to customer service about doing the $599 hold to get replacement phone. Upset since they took the money immediately but didnt inform me that i wouldn't get my phone until Monday. So they are holding my $599 over the whole weekend. LAME
Absolutely the worst. They have had my $599 M10 for 2mo now. Multiple excuses for not fulfilling the so-called "Uh-Oh' warranty - today telling me that I needed to send them $249 to complete the process and return my phone... If I had only reviewed the thousands of warnings found online on every imaginable forum and review site. STAY AWAY FROM HTC.
I sent my phone to HTC for repair July 24th, 2017. I sent it prior to.the Hurricane Harvey in Houston.
Originally I was told that my phone would be repaired and returned within 10 days of them recieving my phone. After 2 weeks I was told by the Escalations Department) that their repair division was moving locations and he was sorry for the delay. Then after Hurricane Harvey (which was a month after I sent my phone) I was informed, when I called, that the repair division was closed for a while. Understood. However they originally said my phone would be repaired within 10 days. They had it 3 weeks prior to the Hurricane. Each timeI I contact them I get the run around. No one knows anything. I have asked that they simply ship a new phone. They say they can not do that. To me this is ridiculous. I paid for the phone and the company refuses to follow through with a warranty repair or replacement. I am not even sure that my phone was not destroyed during the Hurricane. When they do put me through to their "Escalations Department" the employee just says that he is sorry and appreciates my patience. He also tells me that their is no manager over him for me to speak with in regards to my problem.
The Customer service representatives tell me each time I call that someone will call me back. That never happens. I have left messages with their corporate office which is also an automated system and never recieve any response from them either.
I paid $600 plus dollars for the phone I sent it to them in good faith for repair seeing as it was under warranty. Verizon has been kind enough to send me a phone to use in the interim, which they did not have to do. They too have tried to get ahold of HTC to help me out, with no success as well.
I have also lodged a complaint with the better business bureau. HTC has not yet responded to that either. I will never do business with this company again.
A single star is generous. Absolutely horrible customer service. Sets the bar on the low end. While their phone may be good, I can't tell because it's new AND broken. Oh still waiting on a replacement- 6 weeks now.
Purchase HTC bolt with a manufactured defect and it's been over 4 weeks and they keep saying to call back and making promises they can't keep. I been a loyal HTC customer since the EVO 3D and it looks like they have been cutting cost lowering their quality since then. I wanted to buy the NEW U11 but the way they been treating me i might just have to switch to another brand or even an IPhone because I haven't even had my HTC Bolt for 2 months when It failed on me. Not happy; you would think they cared about there reputation and/or their customers but they don't.
Stay away from this brand!! I have using HTC since the earlier model Droid "DNA" and was fine. As I had continued to upgrade to the later models such as M8 and M9. Let 's not talk about the phone itself, but the technical and customer support is completely a joke!! The team that is incompetent, unprofessional and so unknowledgeable of their products!!?? Because I realized they are not even in the US so you are like talking to an alien. Let me tell you of my last encounter with them which is humiliated, agitated and insulted without merits!! Just for one simple task that screen could not rotate (neither "auto screen" function, nor reboots can fix it). So I decide to call HTC support. The first phone call he disconnect me within 10 second (which has occurred with them before), then second call his name Mel end upvgoing nowhere and tell me have to call back with other phone and said will write up the issue so I wouldn't have to repeat myself. Here I am call from my friend's phone and the third guy name JC (by the way I still have to repeat myself) and the end his conclusion was it needed to be replaced and ask me to put down $600 as insurance for the REPLACEMENT!!?? And I asked if the phone under warranty then why I need to put down full retail value of the replacement of their faulty phone!? So I ask to speak with the supervisor...after being hold for sometimes then they disconnect me AGAIN!? Then when I call back the 4 times he is beyond belief his name Angel. WOW...he is not only rude and sounds like an oxymoron, guess what, he said there no record showing I had been talking to anyone prior to him, and they can't hang up or disconnect phone call!? And he makes me repeat everything again then tells me he couldn't transfer me to the supervisor because there is NO ISSUE!!?? And I had to call two more times finally reach the supervisor (the first phone call was about 1pm and by the time I talk to the supervisor was 4pm). Further disappointed that I found it like talk to the wall and going nowhere!!?? No solution, no problem solving NOTHING!! Long story short is I finally give up and call Verizon which is my service provider, guess what they fixing the problem and we just have to laugh after they heard what I had to face with HTC support team and feel sorry to hear that. So all above is a painful experience and go ahead if you've ant to dealvwith a company didn't care of their customers and service. This will my last HTC phone for sure!!!
I sent my phone in for repair on Nov.10th 2017. It is now May 22nd 2018 and I still have not received my phone! In fact my phone is on a different customers account,which means they fixed my phone and either sent it to the wrong person or they sold it to a store as a certified pre owned phone. (I work at Boost mobile and tried to put my esn on another acct to free up a phone for a customer,which is why I have access to the fact that its on another persons account) They will not send me the $400 that I spent on it. Nor will they even send me another phone. At this point ,since they have had my phone for over 6 months i feel reimbursing me for the phone is the only thing to do. Not to mention the phone is outdated at this point. Consumers send their phone in with the understanding it will be fixed in a reasonable amount of time. That has not happened! I did not purchase it from HTC but I did sent it in to their repair center. They did not hold up their end so I deserve my money back. I have attached proof of purchase along with the receipt and tracking info I got when I sent the phone in. On the receipt I also put the date and time HTC signed for it.
Beware of their Warranty tricks! They don't want to fix it or replace it, their customer service is useless and rude. It's a shame because they do have pretty nice phones.
They had my phone since early November and I can't get anyone to tell me the status of my phone or when I'm getting it bad. I get lies from case manager saying she going to call me but no one has ever called back. They are the worst service company than any company I know. Don't but there products so you don't have to deal with there incompetent service department.
My HTC phone is defective. It only works when in speaker mode. I have been waiting four months for resolution! I have contacted HTC nine times: 10/26/17, 11/15/17, 11/24/17, 1/15/18, 2/1/18, 3/12/18 (twice), 3/19/18 (twice). On 11/15/17, a swap was authorized. HTC was to send me a replacement phone, and a hold was placed on my credit card pending receipt of my defective phone. I never received a replacement phone. Since that time, HTC has now decided that I must send them my phone first, and wait (for who knows how long, given their current response record to emails and phone calls), for them to send me a replacement phone. This would leave me without any phone until the replacement would arrive. I don t understand why they changed their requirements, without notifying me until I kept contacting them, regarding the status of the replacement phone they supposedly were sending in November. At one point, they told me the phone was on backorder. Then it changed to them requiring me to send them my phone first. Trying to communicate with this company is very difficult. They respond with scripted answers that do not address my concerns, nor get me a replacement phone. I ve continued to request names and contact information for supervisors, but have been told they cannot provide that information, or that they are the supervisor but are unable to address my concerns. It seems nobody in this company is able to do anything. I feel they have little, or no, concern for their customers. Their customer service is abysmal. I would NEVER purchase another thing from this company after the way I've been treated!
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