HTC — Neither replacing my phone nor giving me a refund

Address:

Hyderabad, Andhra Pradesh

Urgent !!! Please reply ASAP To Whom So Ever It May Concern Respected Sir/Madam, This is to inform you about the problems I've been facing with my Htc phone and htc service over the past 3 months I have written a detailed letter. Please do read and take immediate action or else I will put this in the newspapers TO WHOM SO EVER IT MAY CONCERN Respected Sir/Madam, I would like to bring to your notice the problems that I have been facing with my, "HTC DESIRE 816G Dual Sim". I had purchased this smartphone on the 30th November 2014 (30/11/2014) from Reliance Digital @ Begumpet, Hyderabad. From the very beginning I was not happy with the short battery life, the long 3-4 hours it took to charge. The sensor which allows me to mute incoming calls and alarms just by flipping the phone would not work at all. Towards the end of January 2015, I started playing motion sensor games and came to realize that it was not calibrated or installed properly in the first place. It would malfunction and move into directions I wouldn't direct it to. On the 28th of January, I deposited my phone @ the service center, specifically mentioning the three problems that I was facing with my HTC Desire 816G Dual Sim being : 1. Battery drains quickly and takes too long to charge 2. Sensor not muting incoming calls and alarms even after flipping the phone 3. Motion sensor malfunctioning I was told that it would take around 20 days to repair. My ticket no. was - 15INA[protected] I received the phone on the 7th February 2015, to realize that the problem was not yet resolved. So I called up your customer service to enquire why was the phone not repaired and sent back in the same condition and spoke to Ms. Surekha, who assured me that the problem will be resolved if I send it again. What I do not understand is when I sent it to your service team for repair, what did you do to the phone if not repair it from 28th January 2015 - 7th February 2015. Ms. Surekha assured me by giving her word that she would like me send it again and if after sending it for the second time, the problem was not resolved, she said, "the phone would be replaced by htc" After receiving it on 16th February 2015, I collected my phone from the service center (ticket no. - 15INA[protected] and checked if the problem was resolved. To my utter dissappointment, the motion sensor was still malfunctiong and the other issues of battery life and muting of calls and alarms did not work at all. Being frustrated, I called up the customer care no. [protected], to speak to Ms. Surekha but was told that she is not available at that day. Your employee, Mr. Khan (I can't remember his first name) put me on hold to check some details and after 30 seconds disconnected the call. I did not receive any call from his side. After a few minutes, I had to call up again and spoke to Mr. Mathew who told me that, Mr. ____ Khan has left for the day. Is this the kind of customer service that hTC provides, being a foreign brand that you keep saying while speaking to your customers on the phone. I am very angry with your service and approach towards solving any problems. The service is very lethargic on your part which makes me want to break your smartphone into pieces with a hammer, then burn it and make a video of it whilst doing it! I'm sure Youtube won't have a problem uploading it ! Since then I have spoken to the following people : On the 21st February 2015 I called up your service center again (because htc doesn't even care to call and inform about what is going on with the proceedings) and Ms. Sweety answered where she explained about the DOA letter and asked me to enquire if the Reliance Store I purchased my phone from had the same model or not. So I enquired as the above and was told that the new model which is more expensive is out and the model which I own is not available in the market. So I spoke to Ms. Sweety again to tell her the same and requested her for a refund since your not able to replace the phone and it being almost a month since the problems not being resolved. I was point blank refused for a refund and asked to wait for an update or whatever it is that you call it and was told to call her again on Monday, the 23rd February 2015. On Monday, the 23rd February 2015, I called up your service center where I was told by Mr. Dheeraj, that Ms. Sweety has an off, where I had to explain the entire story to him again for the nth time. Mr. Dheeraj assured me that I will receive a call within 24 hours after I attached an invoice copy to the email support @ http://www.htc.com/in/contact/email/ so that he could send it to the back end team division. After doing so I was provided with a Ticket No. - 15IND[protected], where I received an e-mail from Pratima stating the following on 23rd February 2015 " With reference to the ticket number 15IND[protected], we would like to inform you that we have forwarded the scan copy of invoice bill to our customer service executive and they are working on the case. Rest assured that we will look into the issue and provide you with best possible solution. " The date today is 6th March 2015 and I am still awaiting your so called "BEST POSSIBLE SOLUTION" It had been an entire week without receiving a phone call/e-mail and I still hoped that you would call . On 2nd March 2015, I was still amazed at how lousy, lethargic, inconsiderate and impolite a company such as HTC could behave with their fellow customers. So I called up your customer service again and spoke to Ms. Vidhi who stated there they are still waiting for an update after waiting for an entire week where Mr. Dheeraj said, "only 24 hours Sir . We will help you solve this problem" Being frustrated and angry, I requested her to connect me to the supervisor and that I'd like to have a word with him. With all that was going on, she had the nerve to ask me for a reason why I'd like to speak to the supervisor and when I confronted her she stated that my voice was not audible and she can't hear me. She muted her microphone and every 20 seconds she would unmute it and say that i'm not audible. She did this for 10 whole minutes! VERY GREAT SERVICE - WAAAH WAAH, WAAH WAAH So I disconnected the call, to call up yet again to speak to Ms. Reshma who understood my problem and said that she will send a request for some team to set up a call for me the next day, i.e. 3rd March 2015. She took all my details and spoke politely. The next day, I did not receive a call from htc. On 4th March 2015, I called up to ask about the call I was supposed to receive and a lady on the phone says that the mail was not forwarded and that is why you did not receive the call. She next tells me that it would take another 24 hours for that team to call me up... (VERY BUSY TEAM) i.e. on 5th March 2015. Guess what ??? It is 5th March 2015 and I don't receive any call. Today is 6th March 2015 and I'm still supposed to get your call. I am very angry, irritated and fed up of all the lies, and stupid dumb tactics your staff has used with me. Every morning when I pick up the newspaper I feel like putting this entire issue in the newspapers, online pages like facebook, twitter, etc. and humiliating the laughing stock out of HTC. I am so sick of your lies and service that I no longer want any replacement. I would like a full refund for this scrappy piece of smartphone you named "Desire" and leave me at peace. I have no further interest in calling your stupid service center to enquire about anything at all. I am craving to put this in the papers and humiliate you like anything. Thanking you. Arshan Lakdawalla E-mail: [protected]@yahoo.in Ph: +91 [protected] IMEI 1: [protected] IMEI 2: [protected]