HTC — Mobile device further damaged - at HTC Authorised Service Center

faribhombal

Address:

Mumbai City, Maharashtra

This is with utmost distress and frustation, I am needing to bring to notice such devastating service at HTC Authorised Service Center. A new mobile device that had fallen into water by our kid, was submitted at the Service Center in Andheri, on 19/01/2015. We were told that the device will be examined and the charges if any applicable will be informed before it is repaired. We understand that such a damage is not covered under warranty and hence we agree to pay charges if any. A week later, we get a call, stating that the charges are approximately INR 14, 500/-. When we visited the Service Center to further discuss this, we are shocked to see the list of parts damaged, whereas the only issue was with the display when we gave the phone, as it had fallen into water. Further to our nightmare, we see visible and purposely done damage to the panel on all 4 corners, and scratches which was a brand new panel when submitted. We definitely disagree to pay the charges, as the damages are not what we needed repair for, and was obvious that the device was mishandled. When we argued on this, we were advised to call the Toll Free Number. And, when we did, we are told by Mr.Sanjay that we will be given a discount of 20% on the total charges, and has been approved. We still argued that the device must be repaired under warranty as there are new damages done to it. After that, Mr. Shyam, kept calling us periodically, and mentioning to us that the phone is being repaired and will be ready in a few days. On 08/02/2015, we speak to a person named Martin at the customer care number, and were promised fast track service, and the device will be ready in maximum a week's time., but in vain. Since then, i have been speaking to so many people at customer care, (MrShyam & Mr.Pawan), of which Mr, Pawan who was extremely rude, and mentioned that they do not have spare parts and hence it is not repaired at all. When I said that this is not acceptable, and I will be taking this up seriously, I am being told, that i could do whatever i wanted to, but this is what it is. Its been close to 1.5 months already, and they still expect me to accept the same device, which is not even sure of repair yet. It has been a disaster dealing with these people, and I have now started to wonder, if I will ever get the replacement or even the compensation for it. Who do we trust, if we cannot expect professional service from the Authorised Service Centers itself????? Hope someone there hears my grievance and get an answer to my question asap.

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HTC India customer support has been notified about the posted complaint.

Mar 01, 2015

Updated by faribhombal This is with utmost distress and frustation, I am needing to bring to notice such devastating service at HTC Authorised Service Center. A new mobile device was submitted at the Service Center in Andheri, on 19/01/2015 as the display was not seen. We were told that the device will be examined and the charges if any applicable will be informed before it is repaired. we were informed that the charges if any will be communicated to us and then they will proceed. A week later, we get a call, stating that the charges are approximately INR 14, 500/-. When we visited the Service Center to further discuss this, we are shocked to see the list of parts damaged, whereas the only issue was with the display when we gave the phone, as it had fallen into water. Further to our nightmare, we see visible and purposely done damage to the panel on all 4 corners, and scratches which was a brand new panel when submitted. We definitely disagree to pay the charges, as the damages are not what we needed repair for, and was obvious that the device was mishandled. When we argued on this, we were advised to call the Toll Free Number. And, when we did, we are told by Mr.Sanjay that we will be given a discount of 20% on the total charges, and has been approved. We still argued that the device must be repaired under warranty as there are new damages done to it. After that, Mr. Shyam, kept calling us periodically, and mentioning to us that the phone is being repaired and will be ready in a few days. On 08/02/2015, we speak to a person named Martin at the customer care number, and were promised fast track service, and the device will be ready in maximum a week's time., but in vain. Since then, i have been speaking to so many people at customer care, (MrShyam & Mr.Pawan), of which Mr, Pawan who was extremely rude, and mentioned that they do not have spare parts and hence it is not repaired at all. When I said that this is not acceptable, and I will be taking this up seriously, I am being told, that i could do whatever i wanted to, but this is what it is. Its been close to 1.5 months already, and they still expect me to accept the same device, which is not even sure of repair yet. It has been a disaster dealing with these people, and I have now started to wonder, if I will ever get the replacement or even the compensation for it. Who do we trust, if we cannot expect professional service from the Authorised Service Centers itself????? Hope someone there hears my grievance and get an answer to my question asap.