Wednesday, June 29, 2016

Complaint about HTC #NoHTC

This is a complaint about an HTC phone I bought. Unfortunately, the HTC complaints page doesn't have emails for customers to write to. Moreover, they limit the complaints length to a couple of paragraphs. I am writing an open complaint here and will forward its link to them.

I will also update the blog post with actions taken from HTC (or untaken!)

But the bottom line is don't buy HTC from Egypt.


Dear Customer Service,

I am writing to complain about an absolute terrible customer service experience that happened at the HTC support and repair center in Alexandria, Egypt (in Smouha Area). I do not live in Egypt, but when I have been there, I bought an HTC One dual SIM 802w phone (16G) as a gift for my father, from El Shennawy Shop. This happened in May 2015. In October 2015, the touch screen was not working, and my father sent the phone to the repair center and they reinstalled the software without actually changing the screen. This was during the phone's warranty period. The screen has never worked well since then, so my father went again a couple of days ago to complain. There was extreme arrogance in the way they treated him at the HTC center, and they said it will cost him 1600EGP to fix it, which is more than half the price of the phone itself. They refused to fix a device and said it wasn't their problem, even though they failed to fix it the first time. My father is too busy to go chase the incompetent irresponsible customer service at your center. I am never buying an HTC again, but I want to make sure my complaint is taken very seriously. I've purchased him another brand already, that was recommended to me because of their helpful and competent customer service.

I am complaining mainly because this the lack of professionalism has been repetitive with regards to the HTC center I am mentioning. I am sure no one has been sending you the whole picture about how this repair center is full of unhappy angry customers. I am afraid I was warned not to buy HTC, but I regret I didn't listen to everyone who warned me.

Not only this, I would also like to take all measures to have this device fixed on the expense of the center since the problem that occurred in it happened only 5 months after purchase and we have reported it to the center, even if they arrogantly deny it. How come they deny that a phone was reported to their center and they attempted to fix it? How come you don't have a system with records of fixes and issues for devices at the center? What's even more insulting to me as a customer is that their inability to fix the device when it was first delivered to them expresses the fact that either they want to make money out of fixing phones when they are out of the warranty period, or they are technically incompetent to detect problems and fix them. Both cases are unacceptable for me and for a big brand name like HTC. This is a masked fraud situation that is eligible for reporting to the Customer Protection Authorities in Egypt.

This type of problems is severely affecting the HTC brand image and goodwill in the Egyptian market and the whole MENA region, and problems have already started spreading on social media. So, unless you do something about these problems, I regret to tell you that customers will continue to complain and propagate the news until their rights are fulfilled.

The details of the device I've purchased

IMEI 1: XXX [contact me for their details]

Model ID:XXX
Serial number XXX

I appreciate your attention to this matter.


28 June 2016

Blog post sent to HTC on Facebook pages with device details (HTC, HTCMEA) Twitter @HTChelp, and online to HTC complaints page (with device details too).

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