HTC — Terrible experience wıth htc phone, chennai service centre, htc customer care and htc customer care escalation team!

Address:	Chennai, Tamil Nadu, 600020
Website:	www.htc.com/in

I purchased a HTC M8 Eye on 16th of March 2015, as an upgrade from my Samsung S3, I bought this with the expectatıon that this will be as good as a Samsung or my previous Apple phone. However the phone has been having some issues from early days and was handed over to the service centre in August to be returned in September, reporting that the faulty motherboard was replaced. The problems in the phone persisted and we ended up handing over the phone to the same service centre again on 15thOct 2015. To my dismay, the customer servıce in HTC has been so appalling and my phone ıs still unattended and retained at the Chennai Service centre(TVS). I have visited the service centre several times and have spent so many hours in the last 3 months on phone wıth your Customer care, and nothing has worked. I have drafted my disgusting experience wıth HTC below, Whilst I don’t expect any decent action to be taken on this based on this complaint, as HTC seem to have one of the worst management in any form that I’ve ever seen, I will appreciate if this is at least reported to your worthless, broken, unprofessional bunch of clowns sitting in your servıce centre and support centre. Chennai 08th January 2016 Subject Defective Product and Insensitive, irresponsible customer support from HTC. Summary I purchased a HTC M8 on 14th March 2015 from Anna Nagar, Poorvika Store for INR 34, 000. Despite having several online buying options which were much cheaper, I opted to buy here to ensure we have the support and peace of mind. M8 being one of HTCs premium phone at the time of my purchase was expected to be performing very fast and be reliable. Since I started using the new phone, I faced several issues including loss of network (despite full strength shown), unresponsive screen, unintended reboot and many more. I took several trouble shooting steps including consulting the Network provider (Airtel), changing SIM, restoring to factory settings several times. But the problem still persisted, I took the device to their only service centre (TVS Electronics Ltd) in Chennai on 18th of August 2015. The phone was then returned to me after XX Weeks on 23rd of September 2015. I was informed that the motherboard was found to be faulty and was replaced. However, the phone still had the same issues and I returned the phone back to their Chennai service centre on 15thOctober 2015 (15INA[protected]. And I’m writing this today, the 08th of January 2016, the phone is yet to be serviced and is still with the service centre in Chennai (TVS Electronics Ltd). It’s extremely disappointing and disgusting to say the least. The whole saga involved several hours of wait at the Chennai HTC service centre, numerous phone call attempts to the (never reachable) service centre (TVS Electronics Ltd), several days of loss of work to visit the service centre and several hours of conversations with the HTC customer care centre (toll free number) Despite all these exorbitant waste of time and efforts the HTC guys still show no signs of remorse or regrets. The inexplicable lack of accountability and responsibility showcased by the HTC team in total (including their service centre and call centre) is so appalling and the type of agony caused, despite opting for one of their high end phones is baffling. Had it been any other manufacturers be it Apple or Samsung, they would have taken full accountability at least after the first attempt to repair the phone and would have instigated some options such as a replacement device to use or a quick turnaround to fix or if nothing works they would have offered a replacement (I owned an iPhone and Mac Notebook previously and such were their service whenever needed) I’m fed up with this entire saga. As a dentist and business women, I’ve wasted a lot of my time on this. Despite spending INR 34, 000 on a mobile phone, I’ve been made to go through this agony and stress. I urge you to kindly notice this allegation as a voice of one of the many disgruntled customers due to the callous and irresponsible behaviour of the mobile phone manufacture HTC in India, and sincerely request you to prompt immediate action on controlling their service guarantees and help me recover my phone at the earliest. Service Centre Experience (TVS Electronics Ltd, Chennai) One service centre for entire Chennai is in the first place an inconceivable hoax, and reaching them via phone (+[protected] is next to impossible (I bet anyone in the world to talk to them over phone during the business hours). The only option to have a word with them is to travel to their office and wait the queue to get a status update. The service centre TVS Electronics Ltd, 1st Floor, Gemini Parson Complex, Anna Salai, Chennai, Tamil Nadu 600006, is acutely understaffed and is extremely rude. Every visit to their office will take a minimum of 2 hours waiting period to talk to a consultant and the consultants at the service centre shows the most intimidating behaviour one could experience in any service desk. Despite all this hardships, I’ve visited the service centre several times in this 3-4 months period (wasting several days of my time) to get my mobile phone restored, but in vain. Customer Care (Call Centre) Experience The customer care[protected] is another joke, where every single call will require me to reiterate my story from first, despite quoting my case id and complaint number. The most pretentious, insensible bunch of clowns in this centre wouldn’t bother to listen to any of the agony, but rather just keep saying the phone will be repaired and they’ll update the status. After repetitive calls and saying that the phone has been with the service centre for close to 2 months, the issue was escalated to another department. The escalation department calls us in sporadic times and notify us that the phone will be repaired, after yelling on top of my voice saying that the phone was already repaired once and it is with the service centre for the second time, and it’s been a ridiculous wait to even know a status update, I’m now informed that they are waiting on spare parts. This is a total, unimaginative farce. The truth is that the crazily understaffed service centre has totally forgotten about my phone and after all this escalation has given a vague reason to shut me. I now want a refund of my entire amount that I spent on the phone and compensation for holding my phone for nearly 6 months and giving all mental agony. I am ready to take this to legal action if I don’t get a reply. Wıth Best Regards One of the most dısgruntled customer