HTC Customer Support in India sucks – Buyers Beware !!

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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7 Responses to “HTC Customer Support in India sucks – Buyers Beware !!”

  1. Consider Nokia 5800 XpressMusic if you are looking at HTC Touch « HTC India Sucks Says:

    […] The price quoted was around Rs 19K and that seems like a good deal if you are considering HTC Touch which at Rs 14K comes with a very flaky design (see below). The screen size of the Noka 5800 is 640 […]

  2. dhir Says:

    this is kind of f*#$ing mobile company have no service centre… making fool to customers………f*#$ of this htc mobile…… i suffered badly wit the htc mobile… i feel i lost my Rs13k for purching this touch screen mobile/…… beware… it my suggestion that never buy this mobile .

  3. Devjani Says:

    I am fedup following up with HTC service center Vikhroli , Mumbai from past 5 months for handsfee purchase of my handset P3254. There is no response from HTC with status of availability of handsfree. Service center people told me that they will call me with status but till today i have not received a single call. Services of HTC is very bad and i am regretting after purchasing it.

    I request everybody to stay away from HTC mobile as customer service provider is really bad. Dont repent after buying it. People in HTC service center dont pick calls of customers and if at all they pick also they will not give you any updates and information.

  4. NP Says:

    I have the same problem.
    I bought HTC 3400i last year from Planet M retail shop. I have faced some problems initially with the phone where the phone tabs on the touch screen was continously flickering. I sent it to service center where they said that there is some problem with the software and which they repaired. After some time I was facing other problem where the phone was going automatically on hold while on the call and hence gave it again to the service center for repair. They said there is problem with the hardware and software which they have repaired. In first 3 months of my purchase of the phone, it was in service center for 2.5 months.

    Few weeks back I have again faced the same problem where the phone tabs were continuously flickering on the phone screen. I gave it back to the service center for repair but this time the service center is saying it will cost me 10,000 Rs. to repair the phone (while the phone cost is 9500 Rs.).

    HTC is pathetic. My 10000 Rs phone is waste. I would suggest never by HTC phone.

    • htcsucks Says:

      Thanks for sharing your experience NP. These days I make it a point to tell my colleagues what a crappy phone HTC is. Pls share your stories with friends and let them not make the same mistake. Together we can put HTC out of business.

  5. Amol Says:

    I could not agree more with the title of this blog. HTC India support really sucks. Replacing a small connector in the cell phone is taking more than 4 weeks. Moreover, there is no communication on the status of the work. Nobody will call you back to provide information if the work is getting delayed. IF you call up, nobody will pick up the phone. AFter trying 20 times, somebody will be respond and will not have the correct status. Will say that he will get back to you and then you get into the same loop.
    HTC support has a process to register complaints. But that also doesn’t work at all. The same story there. I am completely frustrated. I am planning to give it one more week or else write off the cell phone.

    A good product, ruined by hopeless service. Guys, please beware of this before buying an HTC.

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