HTC India — Defective product, poor service

Address:	Mumbai City, Maharashtra, 400615
Website:	www.htcindia.com

I have bought 3 HTC handsets.

The 1st one i purchased in oct 2015 HTC E9+

It had heating issues and would hang along with the screen color coming off, and hence i submitted it to the shop i purchased from in thane paragon telelinks.

They gave to service center and got the display changed and the mother board was replaced in July- Aug 2016. But within a month my phone started going in sleep mode and would not restart and continue to reboot.

I called the support team and performed all the test as suggested like battery test and also did hard reset and format twice post which the phone would function fine for few days and again it would reboot and shut down.

Finally in last week of Sep my phone did not turn on for more than a week and i spoke to support and they suggested i again visit the service center.

On visiting them in Oct 2016 they informed that the headphones were out of stock and phone needs to be checked however out of service date.

As the phone was already two times submitted, once for display and 2nd for mother board replacement i did not realize that the phone can have such major issues that too in less than a year for a phone costing me more than 30k.

Since the phone is not in service period i have escalated the matter with the Customer care to service my phone free of cost as the team has not done proper service in the 1st time.

After keeping the phone for month they have got back to me that they cannot do anything and i have to replace the mother board which will cost me 16k.

I m really dissatisfied and disgusted with the kind of support and service i have got for such a high end htc handset.

The 2nd hand set in HTC 626 Blue lagoon that i had purchased in July 2016.

Within 10 days it was identified that the handset had some mic and battery issues and i had again submitted it to the showroom Paragon telelinks.
They took 1 month and just serviced the handset and formatted and gave me back the handset.

On collecting i realised that the phone was not even formatted properly and the issue was not resolved.

With much calls and emails and visits to service center and fights we submitted the handset at eternity HTC service center in thane and requested a replacement which was finally done after 1.5 months.

the replacement we received was a white handset as they informed us that the blue handset that we purchased was not in stock. We had a doubt that it was not a new handset, however after much argument and discussion we collected the white handset.

That new phone also was faulty as the calls would get disconnected and drop and battery would drain out quickly.

We also tried changing to new sim assuming it could be a network issue but the handset was faulty. Out of no option we had to again go back complaining about the same. Hence we contacted the HTC escalations team by online chat option.

After having numerous discussion and follow ups for both the handset, after 1 month they requested that we submit the handset again in service center for them to diagnose the matter.

As no option left in Dec we were forced and finally submitted the handset for checking the issue.

After being so patient and so many requests made to escalations team highlighting that the service center is not doing their job properly and there is some malpractices and fraudulent activities they doing, the final result we received in Jan was that the phone was fine and no issue found.

I am yet to collect my both handset from service center in Thane.

Please advise me how i can resolve the above matter for both handsets.

The person at service center is Mr. Wasim & Sayyed
The person at Customer escalation team is Mr. Faiz & Pratik