Archive for January, 2009

HTC Customer Support in India sucks – Buyers Beware !!

January 22, 2009

I bought a HTC Touch phone towards the end of Sep, 2008 at a Vivek’s store in Chennai. The cost of the phone was Rs 14K. One month later the phone started misbehaving. Once when the charge was quite low, I connected the phone for charging. When I switched on the charger, the phone re-booted completely. After rebooting it showed an error message saying that the “SIM card is missing”. I called Vivek’s customer service number and told them of the problems. They told me that they are not responsible for any issues and that I should contact HTC directly. Apparently Vivek will sell the phone but not support it.

Since it was a new phone, I did not want to give up on it. I used to transfer the SIM to an old cell that I stopped using, charge the HTC Touch completely and transfer the SIM back. After couple of reboots, the phone would detect the SIM card and things went fine till the next charge.  Of course, this could not go on forever. After making a business trip and returning back to India, I promptly searched the net for a HTC dealership in Chennai.  The nearest service center was one “RT Outsourcing Service Ltd” in Egmore. I made a trip to their office and gave a detailed account of my problems and handed over the phone to them. I was confident that HTC will fix the problems or hand me a replacement. This is where the nightmare begins.

After a week or so, I got a call from the technician at RT Outsourcing Service Ltd.  The technician explained to me that the faulty behavior of the phone is because of corrosion on one of the circuit boards in the phone. Then he dropped the bomb. The corrosion on the board is not covered under the warranty and I need to pay for fixing it. I got pretty furious and told the person that I have nothing to do with the corrosion and I took good care of the phone.  After paying 14K for a new phone, I am asked to pay again for a manufacturer’s defect? And the unbelievable part – the cost of replacing the board is Rs 13K. I paid 14K for the new phone and I am being asked to pay 13K to get it repaired. This was really ridiculous. I was told to call the HTC support number (1800 11 33 77) and register my complaint with them directly, which I did. The support person on the phone listened to all the details and finally told me to send a email to in_service@htc.com with all details. I did not understand the logic behind that but I nevertheless sent them all the details. After exchanging emails for close to 3 weeks, the support person who should be a total moron, came back and told me that corrosion is not covered under warranty. All of this after I clearly wrote him all the details in the first mail itself. I guess he never paid any attention to the details.

I am fed up with HTC and the poor support. I am going to throw the HTC Touch phone away since paying Rs 13K to get the phone repaired is out of question. I hope people who are thinking of buying an HTC seriously look at the support system and decide carefully. HTC phones are expensive and it would be a waste of money if problems show up.

I found the following link useful:

http://www.venukb.com/2008/04/29/htc-customer-service-in-india/

There are other people complaining about bad support from HTC. If only I saw these posts before buying the phone 😦

Updated on 07/02/09:

I found another blog on the net complaining about the HTC support and they used a very similar title as mine 🙂

http://www.team-bhp.com/forum/gadgets-computers-software/39787-htc-india-service-sucks.html

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January 22, 2009

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