Htc

[blackcatcooky]

Does anyone have any experience with their support? I have never come across such a dreadful customer service. 4 and a half months ago the back of my phone fell off and disappeared (which as you may know contains the aerial for the phone) so I couldn't do anything on it, no signal. I contacted them and they said it was covered by warranty and that they would send one within 4 weeks. 4 weeks came and went, I hadn't received it. I contacted them again, and they said they needed to "escalate" the matter to a higher level which would take 2 weeks. (To send an email?). Weird.
I didn't receive an email after 2 weeks so I contacted them again and they said i would receive the back in 3 weeks. Today is 3 weeks since that email. SO I've just emailed saying how inpatient I'm getting because I am paying for a contract where I'm not getting the services I am paying for. Or the phone. A new battery cover is 25-30 quid, so I'd rather they sent me one, but I'm considering just buying one, because this is ridiculous.

Anyone got any advice for making them take it seriously?

[Hauser's-Helmet]

Originally Posted by blackcatcooky

Does anyone have any experience with their support? I have never come across such a dreadful customer service. 4 and a half months ago the back of my phone fell off and disappeared (which as you may know contains the aerial for the phone) so I couldn't do anything on it, no signal. I contacted them and they said it was covered by warranty and that they would send one within 4 weeks. 4 weeks came and went, I hadn't received it. I contacted them again, and they said they needed to "escalate" the matter to a higher level which would take 2 weeks. (To send an email?). Weird.
I didn't receive an email after 2 weeks so I contacted them again and they said i would receive the back in 3 weeks. Today is 3 weeks since that email. SO I've just emailed saying how inpatient I'm getting because I am paying for a contract where I'm not getting the services I am paying for. Or the phone. A new battery cover is 25-30 quid, so I'd rather they sent me one, but I'm considering just buying one, because this is ridiculous.

Anyone got any advice for making them take it seriously?

Send the actual phone to them recorded delivery, marked urgent.

I would just have bought one for 25 quid...

then sold the new one they sent you on ebay to get the money back

hindsight though.

[blackcatcooky]

Just got this back:

I'm really disappointed to hear you still have not received it. I will escalate the case to my manager right now so she can get an update on this as soon as possible. I'm very sorry for this inconvenience. I will email you back at the moment I have an update.

Sounds familiar...

[knumbskull]

Originally Posted by blackcatcooky

Does anyone have any experience with their support? I have never come across such a dreadful customer service. 4 and a half months ago the back of my phone fell off and disappeared (which as you may know contains the aerial for the phone) so I couldn't do anything on it, no signal. I contacted them and they said it was covered by warranty and that they would send one within 4 weeks. 4 weeks came and went, I hadn't received it. I contacted them again, and they said they needed to "escalate" the matter to a higher level which would take 2 weeks. (To send an email?). Weird.
I didn't receive an email after 2 weeks so I contacted them again and they said i would receive the back in 3 weeks. Today is 3 weeks since that email. SO I've just emailed saying how inpatient I'm getting because I am paying for a contract where I'm not getting the services I am paying for. Or the phone. A new battery cover is 25-30 quid, so I'd rather they sent me one, but I'm considering just buying one, because this is ridiculous.

Anyone got any advice for making them take it seriously?

used to get this one all the time when i worked for orange, they're sneaky fuckers and usually write in their contracts that the device that you use to connect to the network is not part of your contract and you acquired it outside the terms and conditions. the contract is for use of the network and the airtime you receive; it's up to you how you connect to it apparently. Always used to get us into a few arguments like.

[blackcatcooky]

Originally Posted by knumbskull

used to get this one all the time when i worked for orange, they're sneaky fuckers and usually write in their contracts that the device that you use to connect to the network is not part of your contract and you acquired it outside the terms and conditions. the contract is for use of the network and the airtime you receive; it's up to you how you connect to it apparently. Always used to get us into a few arguments like.

It's not a problem with the network though, I'm in contact with HTC themselves, and it is their responsibility because the handset is under warranty.

[Deano_Pacino]

Which phone is it mate ?

[super-niall]

Originally Posted by blackcatcooky

It's not a problem with the network though, I'm in contact with HTC themselves, and it is their responsibility because the handset is under warranty.

Surely it's your responsibility to look after the phone?

The first thing I did when I got my HTC was buy a cover for it, the backs not fallen off once.

Originally Posted by super-niall

Surely it's your responsibility to look after the phone?

The first thing I did when I got my HTC was buy a cover for it, the backs not fallen off once.

99% of htc owners are pikeys though.

[The Fullwell Step]

I have one and think it is a canny phone when you get used to it. Didnt know I was a pikey like.
My biggest complaint about it is the battery longevity. Shite. Have to have it plugged in at every opportunity.