Ben Elliott · Oct 3, 2010 at 12:00 am

How do You Feel about HTC’s Customer Support?

General impressions of HTC’s customer relations department across the site are positive. However, the world of cell phones is infamous for its lack of end-consumer support. Every now and again, you hear of a true ‘horror story’ in which a paying customer’s query slips through the net. XDA member mixxy‘s recent trouble in trying to obtain a replacement Nexus One device is a perfect example of this.
Mixxy writes:
“I had arranged for my nexus one which had started to accumulate dust underneath its screen to be replaced by HTC. When I received the replacement, the unit had a faulty screen, power button and the battery cover would not fit properly. As a result, I filed a complaint online and received a call back from an agent who advised my that a replacement can be set up for the DEFECTIVE REPLACEMENT UNIT that I had received.

I told her that I would like to go ahead with that, but I’m currently busy and need the device and I would appreciate it if she could call me back on the 25th of August to set up a replacement. She agreed and scheduled me for a call back”…

…”Two weeks later, I called in to HTC and inquired about the status of my phone as I had received no notification or my new device. I was advised that for some reason, my previous ticket was CLOSED AND DISCARDED. ***WITHOUT A REPLACEMENT UNIT BEING SENT BACK TO ME***

Since that date, I have been calling HTC almost EVERY SINGLE DAY, speaking to supervisors after supervisors, who have ALL promised me call backs but have NEVER called me back (for the exception of ONE SINGLE PATHETIC PHONE CALL, to advise me that Britney, a supervisor at the call center, had NO information for me)”…

Continue to mixxy’s thread for the full and frequently-updated story.
So, have you had any positive or negative experiences with HTC’s support system? Leave your opinions as a comment below.

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