HTC — Repair-cum-Return of Mobile Handset (HTC Desire U) reg. non-return & harrassment by Service Center

Address:

Kolkata, West Bengal

I write this letter hoping to get positive response to my request of getting back my mobile handset in good condition, which was submitted for repair work in one of HTC’s, Kolkata based Service Center (TVS Electronics Ltd.) nearly two months back; but still not returned to it. I purchased a HTC DESIRE U mobile set (IMEI No. [protected] / IOT No.[protected] last year on 26th February, 2014 from Spice Retail Ltd., Ranikuthi, 78/1, N.S.C. Bose Road, Kolkata-700040, Bill No. 435 dated 26.02.2014. After using the set for 11 months, I started facing problems with the mobile set. I immediately reached the nearest HTC Service Center in Kolkata and explained & registered the issue details with the service center team on 17.02.2015. I was assured that I am eligible for the warranty and they would help me to get the issue resolved, because, my mobile set was satisfying all the warranty clauses that are been checked by the team before providing any repair/warranty assurance. Then the service center team told that the HTC Desire U model is now an old, obsolete model; so, it would take them more time (may be a month or more) to get the required replacement parts for my mobile set. Three days later, on 20.02.2015, I went again and submitted the mobile set to the Service Center team for repair and I was given the Service Report form (Q8S[protected]) and told that the issue would be resolved by 19th March, 2015. On asking the reason for the delay, I was again relayed the same excuse by the team that the mobile set model has been obsolete and it’s difficult to get the replacement parts. I came back. On 19th March, when I went to the Service Team and enquired about my mobile set, the HTC Service Center Executive, firstly, questions me that why did I come to the Service Center, because they did not send any mail / SMS to me confirming the successful repair of my mobile set. I, politely asked him that as per Point 3 on the Service Request Form, they should the phone back to me by 1 month, the Executive answered that the points mentioned on the form are only as per Company Format, and they generally don’t follow those rules; most of the time they don’t deliver the mobile sets back to the customers within one month. I asked to write the same details on the form or strike out that clause from the Form and attest on the same, his reply was ‘Whatever the Service Center Team say to the customers is just verbal; they cannot give anything in written as that is against HTC Company policies. He said to leave and come back only after they send an e-mail or SMS confirming that my mobile set is repaired.Unfortunately and helplessly, I was again forced to return empty handed. Hoping to get a mail / SMS from the HTC Team, I waited for some days. Slowly, the hope just faded away. On 09th April, 2015, I called the HTC Toll-Free Number – [protected], and enquired for the progress status of the repair of my mobile set. The call was attended by HTC Executive (who acknowledged himself as Ankit) who told me that the repair is in progress, but not yet complete and asked me to call within next two days again. I followed his instructions. On 11th April, 2015; I called again the HTC Toll-Free Number – [protected], and enquired for the progress status of the repair of my mobile set and when will I get my mobile set back. The call was attended by HTC Executive (who spelled himself as Shouden). He said that the mobile set should be repaired by 18th April, 2015. On asking the reason for this never ending delay of almost 2 months, he again provided me the same old excuse that my HTC mobile set model has been obsolete and it’s difficult to get the replacement parts; ensuring that the mobile would be repaired by 18th April or latest by 20th April, 2015. Now, when I asked him whether I will be sent an e-mail / SMS confirming the mobile repair success of my mobile set; I was told by the HTC Executive that these type of messages are generally sent from the Service Center (as per HTC Company Policies) and the HTC Service Center of Kolkata location (where, I had deposited my mobile set for repair); does not have a E-mail / SMS confirmation facility for its customers. Shouden, then said to call again on the toll-free number on or around 18th April to enquire on the progress status for my mobile set repair and if confirmed, then I should visit the Service Center as there is a possibility for delay in service. He then confirmed that latest by 20th April (which is Monday), I would get the mobile back, repaired and in perfect usable condition. This was the 5th & last conversation I had with the HTC Executive (Service Center and Toll-free Assistance, combined), only to get a future date of possible repair and return of my mobile set, as a consolation to my choice and idea of purchasing an HTC Handset, last year. I am totally upset and frustrated by the behavior of your service center people. Upon aggrieved due to above, I have decided to take up the matter at your level for resolution of my grievance. I had opted for HTC smart phone considering its reputation in the market. I still believe that my choice for HTC was not wrong and your good self will arrange to get back my phone in good condition. Hope you would kindly look into the matter immediately and respond positively.