HTC — Bad customer service

Address:

Mumbai City, Maharashtra

I gave my phone (HTC Desire 816G) for repair at an HTC authorized service centre (Techbiz) on 7/7/2015. I was informed that i will get the phone back within 10-15 days. I received an email (Subject: Repair Quotation for RMA Number: BOM[protected] from HTC on 13/7/2015. I granted approval for the repair quotation on the same day. I did not hear back from HTC after this. Multiple calls to the service centre (Techbiz) across several days, remained unanswered. I finally called on their helpdesk ([protected]) and one of the agents informed me that the delay was due to unavailability of spare parts. She further promised to make a spare phone available to me in two days for the inconvenience caused, however I did not receive a call from HTC regarding this. I called back after a week and this time a customer service agent named "Rumana" answered. She informed me that the device was still delayed because of non-availability of spare parts. I was furious about the delay and the poor customer service from HTC because they had not once informed me about the delay nor provided me a spare phone. Rumana transferred the call to the Manager - Mehul Rathore, who offered me a 20% discount on the repair charges and promised to make a spare phone available within 2 days. I did not receive a spare phone as promised for the second time. However, I received a confirmation email from Rumana about the 20% discount. After a week I received a message from HTC that my device was ready and I could collect it. When I reached the service centre (Techbiz) to collect my device, the representative gave me an invoice of INR 6903, and did not consider the discount promised to me. When I asked her to check this with HTC, she informed me that since the Company has not updated them about the discount, she cannot let me take the device unless I make the complete payment of INR 6903. I was anyway furious because of the ordeal I had undergone trying to get my phone back and not having a spare phone in the whole process, despite being promised the spare phone twice. After a lot of arguments with the representatives at the service centre, they finally managed to sort out the miscommunication between them and gave me a revised invoice for INR 5518. However, Mehul Rathore refused to talk to me when I was stranded at the service centre and tried calling the Company customer helpdesk to talk to him. I am glad that I have finally received the phone back, but I had the most terrible experience dealing with HTC.