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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Ben Elliott

ben_duder is an editor on XDA-Developers, the largest community for Android users. Hi! My name's Ben, and I'm proud to be one of the news writers at xda-developers. I live near London and have spent the last ten years wasting all the money I get my hands on on new gadgets with which to fulfil my technolust. I first got into HTC phones when I found a Lobster 700TV (the HTC Monet) at a very good price, and I'm ashamed to say that I couldn't have cared less about what operating system the phone was running as long as I could watch The Simpsons on the bus. As fellow Monet owners might know, the 'TV' part of the phone's alternate title was somewhat deceiving and was completely abandoned by the service providers in England. However, by then I had already fallen in love with the freedom Windows Mobile had given me. After the Monet came a Universal, with a Touch Pro following that. I've just bought a G1 (yeah, I know, get with the times!) because I'm really interested in Android as a budding operating system and don't think I could ever cope with a 'dumbphone' now that I know what's on offer. Although I haven't contributed much to the site in terms of programming or cooking help, I hope that I can give a bit back by letting you guys know what's new through my articles. If you have any questions, suggestions or complaints about those articles, feel free to get in touch with me via PM using the URL above.
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