A complaint about HTC product and costumer service
My name is Itamar, I am from Israel and I own HTC one X which I bought in the USA. The devise
carries a global warranty.
I would like to start and say that I was very excited to buy the HTC one X, and join HTC family, since I had an excellent opinion of the company and its products.
At the first couple of month since I bought it, except of low battery life, I was very satisfied by all functions and devise itself. Even after other companies released similar and competitor products, I was still very certain that I have made the best decision and that I have a super-premium device.
After two month of use, suddenly a problem occurred: Whenever an incoming call was ringing, I pushed the answering button, but the devise didn’t “wake up” and did not get out of the “sleeping” mode. Only after 20-25 attempts to answer, it started to respond and got out from sleeping mode
(Of course the call was no longer on line, and I had to call back…).
At this stage, I would like to point out that I have treated the device very carefully, I bought the original HTC case with back and front protection (cost me $40), it never fell or was damaged in any way.
Contacting HTC service center, I was told that I need to send my device to Greece on my own expense (Euro 25), and it took more than 7 weeks to get it back fixed. This caused me a lot of frustration and inconvenience.
From previous experience with devices I bought from other companies:
1. Under warranty no cost should be on buyer.
2. Nevertheless the defective devise should have been switched immediately by a new one, considering the severe problem occurred after such short period of use. (this shows to my opinion of a production defect).
3. The main reason I bought my cell phone from a brand company was the quality and service. Unfortunately none of the 2 reasons were proven.
4. Compering to prices of similar devises by other companies, this devise already cost me about $750 (altogether), which I find very expensive.
Now that I got my device back, I feel insecure with it, and am concerned regarding the possibility that same or different problem might occur.
I wrote a letter to HTC head office few weeks ago and did not get any response by now. I suggest to all future buyers to think it over.
Itamar – email@example.com
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