[Resolved]  HTC — Faulty Product

Address:

Chennai, Tamil Nadu

I had purchased a HTC One V handset on 17.5.2012 from the Sangeetha Mobiles Showroom at CP Ramasamy Road, Alwarpet, Chennai branch.

The mobile developed problems with the lock on/off button and the volume control button failing from the 8th month since purchase. Since it was within the warranty I had these replaced by the authorized TVSE service center at Nungambakkam/Anna Salai.

Subsequently, exactly 5 days after the expiry of the warranty period, on 22.5.2013, after a normal 10-15 minute phone call, I had placed the receiver on a table and when I picked it to take an incoming call, noticed that the handset had heated up and was continually becoming warmer for almost 10 minutes. Since the one V model does not allow easy access to the battery unit, could not remove the battery too. After 10 minutes of such automatic heating up, the entire unit shutdown and despite many attempts neither did the device turn on nor did the display work.

We took the mobile to the same HTC authorized TVSE service center at Anna salai and the handset was examined. The technician thoroughly examined the device and mentioned that three important components including the display, battery and the main board itself had to be replaced. The problem was identified as internal shorting, however, the technician himself observed that this typically happens when water seeps in but there was no indication of any wetness or liquid seep in when he opened and examined the handset. The total cost of the repair was quoted at ~Rs.12,000.

It is extremely disappointing that a device known for its quality brand fails exactly 5 days after the warranty period and we are asked to pay almost the price of the handset for its repair. This is atrocious to say the least. We are further troubled by the absence of a local presence of HTC owing which we had made very vain attempts to reach their toll free call center. Here we were only made to wait on the line for an unimaginable 30+ minutes to hear an irresponsible comment from their agent who said, " Electronics is bound to fail". This is not the response we expect after having incurred such financial loss and mental strain. We have names of the call center agents we spoke to and the unfriendly attitude but do not want to dwelve on that as our priority is to have this handset replaced ASAP.

It is unfair to ask a customer who trusts a brand and spends Rs.17,000 on one high end handset to see it fail exactly after a year and then be told to pay up for the repair. The failure was not due to any negligence on our part but is purely due to some hardware glitch for which we want to be compensated.

I expect a responsible reply from HTC and immediate action to take back this faulty product and compensate me with a new and properly working device of the same model, failng which appropriate action will be initiated.

I had sent two mails to their customer care and get yet another irresponsible reply that since its out of warranty, we need to pay. How unfair this is. We wouldnt mind paying if it was some small defect, but here its the complete hardware failure which could have happened only because the original hardware was itself not tested and not good. Why should I as the customer be penalized for this??

HTC doesnt have a local office and they also have very poor customer service. Anybody reading this be very careful when you are buying HTC products.