Hi, sent a complaint to HTC the other day, recieved answer today, any opinions on what rights I have regarding this problem?
The complaint was as following:
I have bought 2 htc capacitive styluses for use with my capacitive devices.
After some days of use, I noticed scratches being made with the styluses, they have scratched my Desire, my touchscreen laptop and my Dell Streak
I sent an message to HTC asking how they can help me with this, and here is the reply:
Thanks for contacting us. Thaty sounds like a defective stylus - please contact your local HTC Support to arrange for a replacement to be sent to you.
To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number XXXX.
Sincerely,
Dave
HTC
Related
I have just about come to the end of my tether in trying to work with HTC support in order to get my HTC X7501 repaired.
After 9 call to the "Support Centre", 3 e. mail support tickets raised (One of them involving 9 message pairs) trying to clarify charges related to the repairs, I have just received the device back unrepaired because "after 21 days we have received no communication from you".
They have consistantly ignored my requests for the name and contact details of the person responsible for customer relations in the UK.
Can anyone suggest who I should be contacting?
There is no way, ever again, that I am going near an HTC device despite the fact that I have been using them for 5 years.
Mate,
how old is the device? You may be covered under consumer rights.
Also, you should google the MD of the company and email them directly... honestly! I've now done this successfully with Sky and Expansys and had contact from both....
Thanks for the quick reply Monty, I'm in Jersey so I'm a bit short of the Consumer Rights here.
Of course. Google. Must be having Brain Fade.
OK the MD is Jon French. HTC headquarters are in Slough.
So for anyone else who needs the info:
Jon French
HTC
Thames Central
Hatfield Road
Slough
SL1 1QE
(Moderators the above info is in the public domain, but if uncomfortable about me posting it, then apologies and please delete).
Brian
heh - i only live down the road (about 5 miles away). Let me know if you need it personaly delivered i.e. signed for and I can do it for you
I'll PM you with the letter I sent to Expansys so you can get an idea of what worked for me.
I emailed asus last week registering my interest in the keyboard dock offer and having no reply I was wondering if anyone had received a response from them acknowledging their interest?
Sent with a tin can and a piece of string using XDA App
I sent my email off around the 21st April and had a reply with an invoice within around 3 hours.
Was this in regards to buyin the dock/keyboard form them seperately?
jambo89liam said:
Was this in regards to buyin the dock/keyboard form them seperately?
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Yes it was, however since posting this morning another thread has cropped up explaining that there was a backlog in replying to emails.
What sort of price did they quote on the invoice,and what email did u use to contact them thanks.
I had a mail today saying mine should be sent out next week. It was in response to a mail from me saying I'd paid but hadn't heard anything back (I sent it about 2 weeks ago, so they must be very busy!)
I had an email today with an invoice (replying to my email sent on 18/04)
Problem I have now is i need to pay from my business account and i dont have internet or phone banking on my business account.
So i guess i need to send a cheque unless anyone has a phone number for ASUS payments ?
Before I start - This is my experience and comments from those. If you have experienced nothing but good from yours, I'm very happy for you and wish my device was from the same manufacturing batch.
I after several (almost 6 months) of repairs and replacements due to dust under the screen. They agreed to replace the device. On Monday of this week I returned the faulty (and SIMON at HTC confirm this was a manufacturing defect). So I've spent all week e-mailing for an update... Then I receive this...
Dear Neville Holland,
Thank...HTC Sensation.
Head Quarters have investigated your case and decided that a repair of the HTC Sensation you sent in would be best.
I apologise if you were mislead into thinking you were going to get an upgrade to a HTC Sensation XE.
I know this must be disappointing to you, but this is the final decision made by Head Quarters and I can confirm your HTC Sensation is currently being repaired.
I hope that this information meets with your requirements. Should you have any further questions please do not hesitate to contact me again.
If this re...complete.
Let me...this.
To send a reply to this message, please click here.
Sincerely,
Nicola
HTC
I'm sure you can appreciate how pi$$ed I am.
Been a loyal fan since 2004/5... not going to bother with them any more...
Sorry for your bad luck with HTC.If you are on contract you should always go to your carrier for the first year as they are obliged to give you a fully working device and after 3 replacement they SHOULD offer you another new device or an upgrade.
As title suggests i have lost my volume buttons...HTC Said i can send it in for repair but they dont sell the part.....Anyone bought another case and willing to sell the spare volume buttons??
Come on guys I know some of you have bought a new case! unless you pulled the volume buttons off when doing the chrome frame mod you'll be fine
just purchase another back on ebay, or have htc send you a new one.
HTC Wont they will only offer repair service im not waiting 7 days without phone again! Don't really want to pay £30 when i only need volume buttons
http://forum.xda-developers.com/showthread.php?t=1441706
Just online chat with HTC and they will send you out a new case for free
I have seen that thread but after speaking to htc they want me to send it for repair,Online live chatting atm will see what happens
---------------------UPDATE---------------------
Alex: Hi Sean, thank you for contacting HTC Support, I am looking in to your query now.
Sean Mcardle: Hello and thanks
Sean Mcardle: hello?
Alex: Apologies Sean but the process is to send the phone and the cover for repair. They have to be sent in to be checked that they are in warranty to be swapped.
Sean Mcardle: Well i dont really want that, All i want is the volume buttons on the case! Can i not give you all the serial numbers? Sureley thats whats checked anyway?
Sean Mcardle: That'd be ANOTHER 7 days without my phone
Alex: We used to send out replacement back covers however they have just changed the process. We have now to book the device and the cover in for repair. I can try and escalate the matter if you like to see if we can send you a replacement button.
Alex: Sure. I'll try that first.
Sean Mcardle: Thankyou
Alex: Can I please take the SN?
Sean Mcardle: SH**********
Alex: Great, thank you. I'll raise an escalation and I'll let you know if it's been approved.
Sean Mcardle: Thanskyou will i be notified by email?
Alex: It will be via email, yes
Alex: On [email protected]
Sean Mcardle: Thanks for your help Alex i look forward to my response.Have a good evening
Thats a bugger mate, hopefully they will just you one out. Mine came in a bout 3days
do you think they will send them to spain?
According to Alex in a phone call, Too many users took advantage of them sending out cases for small problems.Now they get them sent to repair to replace the broken part.Still waiting to hear from them
bonesy said:
According to Alex in a phone call, Too many users took advantage of them sending out cases for small problems.Now they get them sent to repair to replace the broken part.Still waiting to hear from them
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I literally jus got a new case sent to me from htc for tha same reason not even a week ago
I got a new case of Htc last week for the volume buttons falling off they also said no I would have to buy a new back, then they sent me a link to customer feedback i left them negative feedback on every question then on the extra comments part i told them they were **** and would not be buying any more Htc products ever again, then a few days later they phoned me about the feedback i explained to them i thought the solution i was offered of spending £40 to buy a new back was unacceptable and they said ok we'll send you a new one in a week or so got it in less complain and ye shall prevail.
Yea i've been a pain in the ass on the phone to them saying ive owned many many HTC Devices, Still have a G1,Magic,Hero and desire and probably wont go for another HTC device if this is the build quality i am to expect.Also telling them that if i can make a volut of a matchstick i should have no problem fitting an OEM one!
As foir getting one a week ago, Are you USA? I think the trading standards laws differ slightly but i presume if i get them enough stick and abuse on Twitter and over the phone they will just get fed up land send one lol
lost the volume buttons on my original case too. bought a oem sensation back cover for $20 on EBAY... perfect
Just go to your local wireless retailer and ask them to swap the back on a warranty return Sensation, that's what I did.
Sent from my HTC Sensation 4G
No as easy as that in the UK.They are only obliged to replace defects within 30 days..
As it happens HTC must have got fed up with me moaning as i received my new case today
Well I after 11 months had the volume rocker known issue happen and little spring come off. I went to TMOUS store and they gave me HTC number as they said phone still under warrenty. Only by a few weeks but still covered.
So I call HTC and they were very nice on phone. He said yes phone rear cover is covered. The date of call was 5-16-12 My phone was bought on 6-12-11. So covered but barely. Was told they would shop out new rear cover asap. I was to see an email confirming this order.
Well 2 weeks go by and no email or part. So I called on 5-29-12 to check on status. Next CSR says, Oh I found issue, first guy ordered from wrong supplier??? I will fix this for you sir. He says it fixed and walllaa I do get an immediate email with status and order number.
Well 3 weeks go buy and its now 6-24-12 past my year date and warrenty now. I see no part and status shows waiting for part. So I call back. A very monotone CSR says, We are waiting for your bad rear cover so we can send you new one. I was like WTF! I was told by last 2 csrs no return or exchange was to be done and part would be simply sent to me. He then puts me on hold and comes back and says SIR YOUR PHONE IS NO LONGER ON WARRENTY so you will have to pay for part! I was like are you friggin kidding. I have 2 order numbers showing I called in process before end of warrenty. He in a continued monotone voice says. Yes sir I understand that but our computors have no way to fix this so I do not know of any way to not charge you.
I ask for a supervisor and he puts me on hold and comes back and says he is sending order to esculation dept and they will send part without exchange.
However now a few days later no new email confirmation. I think they are stringing me along and I will never see cover and will have to buy on.
Has anyone else dealt with this kind of issue with HTC?
Strange... I emailed them and they send me a new one. No questions asked.
Sent from my HTC Sensation using xda app-developers app
pr0x2 said:
Strange... I emailed them and they send me a new one. No questions asked.
Sent from my HTC Sensation using xda app-developers app
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Who did you email?
I had an experience closer to the OP. I'm not opposed to starting over with the right person.
pr0x2 said:
Strange... I emailed them and they send me a new one. No questions asked.
Sent from my HTC Sensation using xda app-developers app
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Yeah, I emailed them about several problems and they said they'll send my phone in another country for repairs if I'm not pleased with the service here.
So they would rather send my phone abroad than simply replace it.
This is the last HTC I'll ever buy.
Iceshark did you received an email for the satisfaction survey? I did and my answers was very Unsatisfied with every question. THEY called me to ask why I was so negative about them, I explained my case from there someone is following up my status every day or so from HTC.
I have 2 Sensation, 1 Amaze, 1 Evo 3D and my lovely Hero from HTC, maybe I deserve some appreciation from them. I told them next time I'll shop for a phone I may have a look at their competitors if they can't honor their warranty.
Lucky Thirteen said:
Iceshark did you received an email for the satisfaction survey? I did and my answers was very Unsatisfied with every question. THEY called me to ask why I was so negative about them, I explained my case from there someone is following up my status every day or so from HTC.
I have 2 Sensation, 1 Amaze, 1 Evo 3D and my lovely Hero from HTC, maybe I deserve some appreciation from them. I told them next time I'll shop for a phone I may have a look at their competitors if they can't honor their warranty.
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I did, however only after my initial call. at that time I thought the service was good. So I filled it out as so. I did not get it after the next 2 calls. Wish I had.
The good news is according to the order number. It now says SHIPPED! :good: So hopefully it shows up in next few days. I will report back. Its a royal pain to keep going to settings to change volume or set to vibrate profile at night. I almost just bought a cover on Amazon. But was like you thinking I have spent tons of money from multiple Hd2's Amaze. Sensations (4 of them for familY).
See ya back on Steves rom thread buddy.
iceshark said:
... Its a royal pain to keep going to settings to change volume or set to vibrate profile at night...
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Oh! Why didn't you said so before! Try this : here It never fail one time for the ~18 months I used it! I always did restore my settings with TB and never seen a glitch with it! :good:
You go to HTC website and file your question. They came back to me the next day and I had my case that following week.
Sent from my HTC Sensation using xda app-developers app