Database Users

HTC Customer Service and Technical Support - Your Experiences

I'm interested to hear your personal experiences good/ bad that you have had with HTC Customer Service and Technical Support.
Many of us have been in touch at least once in the last couple of weeks, more than we would have normally done had the camera/ sms issues been absent.

I've been dealing with them over a broken screen. The contact in Global Warranty Service call centre has been polite, friendly,helpful and explained everything clearly.
I've been kept up to date all the way and have been given a single point of contact to deal with.
Can't fault in my dealings with them

mitchec1 said:
I've been kept up to date all the way and have been given a single point of contact to deal with.
Click to expand...
Click to collapse
Did u get a direct number or did u have to go through the same channels to eventually get to your contact?

Phoned +44 1279 206906 and the person who dealt with my call, has become my point of contact.
I've called him twice and he's now called me 3 times with updates, pricing and to let me know the service centre has received the phone. If I need to call him I know what time to call , if he's busy I'll leave a message and he'll call me back.

Initially, I was happy with the service I received. The man I first spoke to was knowledgeable, friendly and helpful. On my first phone-call I was asked if I wouldn't mind rating his performance/ overall happiness etc through a short survey which I happily agreed to. They must get a sense that it's going well before asking the question.
On follow up calls, some of the reps have been less knowledgeable, friendly and helpful, maybe it was the language barrier, I don't know.
The customer support and repair centre must be in separate places as if I wanted to know what was going on then they would put me on hold, phone me back etc which I was happy to do.
One thing I would say though is that if the people in the repair centre phone and ask you to call them back, often I would have to go through the same process, having the same conversation with numerous reps, only to find that the particular person wanted to talk to had gone home or is unavailable.
Things I liked
UK based call centre? Although I did wonder on my followup phone-calls.
Knowledgeable, friendly and helpful reps.
Being able to talk with the repair centre directly with the people who were looking at my phone.
Things I didn't like
Useless ticket system via email.
Having to go though the same conversations when I phoned back.
No direct phone number to the repair centre.
Repair tracker online wasn't updated regularly enough, which was why I was phoning back often.
Reps who would giude me through a 10 minute conversation only to ask me at the end, 'what was the problem u are phoning with?'
Much better than Sony Ericsson but although I was told yesterday that my phone would be back on Monday, I haven't had a tracking number, email or anything to confirm its on its way!

HTC HK...
The reason why I keep on buying HTC..!!! 2-3 days turnaround..they even changed my camera last time for a singke bad pixel... good service !!!

I want my phone back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!
Was told on Friday that my phone was to be returned today, rang up today and it was still in the warehouse ready to be picked up for delivery back to me for tomorrow.
Now its 7pm and I haven't had any notice that it is now on its way for tomorrow. I was expecting a UPS tracking number or something!!
Not impressed HTC. Still, its better than 2 months without my SE Xperia when that was being repaired.

Tech Supp
Historically point releases & updates are woeful.
Owning a Polaris, it wasn't till folks on XDA-Devs (Neo et al) fixed the drivers that it worked properly.
Since buying an HD, I was getting udated roms sometimes daily, so I have not bothered with HTC software tech support.
I've had no real issues with my HD2.
The strange colours in camera images are the one exception.
I'm guessing it is a colour balance issue down to software.
We shall see if HTC fixes it soon but I am not holding my breath.

I've not had to contact HTC support regarding a Leo. I've been in touch with them a couple of times regarding my TP2. My experience was that they served no useful function whatever. They were unable to answer any of my questions and, much more worryingly, were unable to contact anyone at "head office" to get an answer either. One time I asked if they could give me an email address for someone who might have some answers (e.g. someone involved in the actual development of software) and the best they could offer was a postal address in Taiwan. Seriously, what is this, the 1980's?!
Basically they seem to be completely cut off from "head office", and head office doesn't give them anywhere near enough information for them to do their job properly.

HD2 Support Ordeal

After my 8-months-old HD2 screen went unresponsive (see http://forum.xda-developers.com/showthread.php?t=752181) I started going through what I would describe a true ordeal.
A mixture of disorganization and pretty dumb policy setting and even dumber interpretation which would make for an excellent comedy script.
Last night I received from HTC a request for feedback on my Customer Service experience. Here follows my reply to HTC, and I thought I would share it with you.
The story is far from over yet, so I'll keep you posted on the developments.
Also, please feel free to share your stories with HTC Support. Please include the good ones (just in case anyone has any ).
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I am travelling with my family in the South of Italy (1,000 km from home) and on August 9th the touch screen of my HD2 went totally unresponsive. I called your support hotline and there started an ordeal which is far from being over.
1. First of all I found out that HTC techical facilities in Italy were closed for two weeks until Aug 23rd. It is totally unacceptable to have no warranty assistance for two weeks on top-of-the-line devices. My HD2 is a business tool and I needed it fixed fast. Your Customer Service told me that if I did not want to wait for the Italian "August Siesta" to end, I had to send it AT MY OWN EXPENSE to the HTC labs in the UK and pay for the shipping back to Italy as well. I checked courier rates and decided that to wait two weeks.
2. Then on Aug 23rd I called back to know which pickup point would actually be open in my area. After 4 days I am still waiting your Customer Svc to call me back to let me know. I had to find out myself.
3. So, after waiting 2 weeks for the Italian Siesta, I drive 60 km and deliver my malfunctioning HD2 to the pickup point in Matera. The people there were kind and helpful, but informed me that HTC policy would force me to come and pick up the repaired phone there. I explained that I was on the road and that in about 10 days I would be going back to Milan which is 1,000 km. away. They were sympathetic and we called together HTC Customer support so see if we could arrange things so that I could pick up the repaired phone in Milan (which, by the way, is where the HTC repair facility is). I could not believe my ears when HTC support told me that I had no choice: either wait ten more days and deliver the phone to a pickup point in Milan or arrange for the pickup point in Matera to ship it back to me in Milan - at my own expense, of course.
Sounds like a joke - but it is unfortunately true. In the end I was so disgusted that I wanted to smash the damn phone with a hammer. But since is Company property, I followed the least painful route and agreed for the shipping back to Milan.
4. Ten minutes later, I walked into an electronics store and bought a brand new Nokia E72. I should have listened to my IT manager and never got an HTC in the first place. What he kept saying was "They make great hardware but have the worst support of the universe".
I really hate to admit he was right.

[Horror Story 2] HTC Global Warranty Centre USA is absolutely incompetent! Beware!

I was a little inspired by the thread below and so I decided to share my horror story with you all. Interestingly some of the names in that story are the same.
forum.xda-developers.com /showthread.php?t=789525
For your reading pleasure I have copied here a letter I wrote to Peter Chou, CEO of HTC (and others). The surnames have been removed to protect the guilty.
I will provide updates when I get them.
Dear Mr Chou,
I'm a computer programmer and open-source enthusiast. I have been very impressed by HTC's line of Android-powered phones. They combine the power of the latest smart phone technology with the flexibility of open-source software. I watched for months as various companies released various phones in search of the right phone for me. Many of the offereings by other companies just didn't fit the bill. I eventually settled on the HTC Hero because it was finally a phone that would do everything I wanted and I could also write programs for it myself. Since then I have immensely enjoyed the experience of the phone and have recommended HTC to many of my friends (who generally listen to my advice). I went out of my way to buy this particular phone because I was convinced that HTC was a good brand and that this was the right phone for me. I live in Australia but I bought the phone while I was overseas in Europe since it was not on sale yet in Australia. My recent experience with your global warranty repair centre in the USA has shaken my confidence of your brand and I have stopped recommending that my friends buy HTC phones based on the poor level of customer service I have experienced. My problem with getting the phone repaired under warranty is ongoing and as of today I am still without a fully functional phone. If you could take the time to read the details of my complaint below and suggest a remedy for my problem that would be greatly appreciated. After more than five months battling with the warranty centre I feel they are not able to resolve my problem.
I first sent my phone for repairs to HTC on the 6th of May 2010 and it is still not repaired or replaced as of today the 7th of October 2010. I have had five months without a fully functional phone. I have spent five months waiting for correspondence from the repair centre and been forced to call many times when it was clear they would not contact me. Briefly, my phone had two problems - one of which was fixed and one wasn't. The phone was returned to me and I then contacted HTC to tell them they had only fixed one problem. They then spent two months trying to figure out how to arrange to have Fedex pick the phone back up so it could be fixed a second time, it was with HTC for a month and was then eventually retuned with the original problem still present. After a further six weeks of being promised that replacement phone would be sent I have not received it and I am constantly told by your staff that I should just wait a few more days.
There were multiple points of failure in your systems which have led to me still being without a phone and I'll outline them below. At the end of this email I have detailed all of the correspondence I have had with HTC so you can see just how much trouble this has been for me. I have spent a total of 10.5 hours on the phone with your staff over the last five months and they still have not fixed and returned, or replaced my phone. These calls have cost me dearly in international call costs as well as lost time having to stay up at night waiting for your staff to get in to work. I expect better of an international company like HTC. I especially expect better than what I got after I paid so much money for a phone that I haven't been able to use for five months.
My phone is a GSM HTC Hero with S/N HXXXXXXXX6 (however the main board was changed during the repair process, so this may have changed).
Here I will list the failures of your warranty system, and attached is a detailed description of all of the events surrounding this issue.
1. HTC Australia doesn't cover warranty on phones bought outside Australia. For pure convenience alone this is absolutely appalling.
HTC Australia imports identical phones to mine (GSM HTC Hero) and sells them here. It is just unbelievable that they don't cover warranty repairs on identical phones bought overseas. This complicates postage and communication with the service centre immensely. Instead of making a local call during normal hours to check the status of my repair I have had to call international at great expense and in the middle of the night.
2. HTC Warranty repair centre in the USA can't make international phone calls.
Since I am forced to use an international repair centre to get my phone fixed it should be entirely reasonable that the centre should be able to communicate with me. The "policy" that international calls are not allowed basically means that I can't be contacted by phone to be told of the status of my repair. Despite the fact that my phone has been under warranty repair status for over three months, this policy has not been modified or changed for my special circumstance. It is just unacceptable that I am forced to use an overseas warranty centre, but that centre is not allowed to call me.
3. Staff at the HTC Warranty repair centre don't all know about the ban on international calls.
Multiple times when talking to phone staff at HTC I was told I would get a call back. Very few staff realised that they could not call me back because of the ban on making international calls. As a result of this I have been left waiting for days multiple times waiting for a call I was promised to receive. Once I finally found out that international calls were banned I had to remind the staff each time I spoke to them that they couldn't call me back and that they would have to email me back instead. Most of the time this caught them by surprise.
4. HTC failed to contact me during this entire five month ordeal.
Ignoring the couple of automated emails I got at the very beginning telling me that the RMA had been setup I received a grand total of ONE email from HTC in the first three months during the first two repair attampts. I was told EVERY SINGLE TIME I spoke to them on the phone (at least 28 times) that I should expect an email in the next few days telling me about the status of my repair. I received a total of ONE email, and ZERO phone calls the entire time. I would not care so much if I was told that there was no way for HTC to contact me, but every time I spoke to someone on the phone I was told to expect an email in the next few days and none ever came. This is simply appalling customer service. This is the kind of neglect that you expect from low-quality brands who don't care about their image. This is the kind of thing that drives customers away. How hard is it to send me an email? How hard is it to set a reminder for someone to check the status of my repair and contact me about it? Is it really that difficult? This point absolutely infuriates me. Every time I called customer service I reminded them that they had never sent any of the emails they said they would and all they said was that they were sorry and that I should just keep waiting. Absolutely unacceptable. Just appalling behaviour.
5. HTC did not fix my phone the first time.
There were two problems I reported on the first RMA and only one of them was fixed. It is clear that the warranty repair department did not read the instructions properly before they began working on the device.
6. HTC did not contact me before they sent the phone back the first time.
If HTC had contacted me before they returned the phone I would have asked them to check that both problems were fixed. Instead they shipped the phone back to me without any notice, and subsequently it was returned with one problem still present (and immediately obvious).
7. HTC did not fix my phone the second time either.
After spending three months on the phone with the HTC staff the phone was returned unrepaired! That is breathtaking incompetence!
8. HTC staff do not understand how to use Fedex.
This is a serious issue. For two months I waited for the "pre-paid label" which I was meant to be sent so that I could return the phone for a second time at HTC's expense. Not a single person I spoke to understood how Fedex worked nor how HTC's return shipment system worked. It took two months to send me what is essentially a filled out Fedex waybill. The kind that any business has in the stationary cupboard. At first I was told to expect a pre-paid label by email. After several phonecalls and a few weeks of waiting that never came. Then I was told that, no, I was going to receive a paper pre-paid label via post. Again that never came. Then I spoke to someone who had the bright idea to get Fedex on the phone so we could all work it out together. After 3 seconds on the phone with Fedex the HTC staff member realised I was not in the USA and hung up on Fedex. The label still never arrived. After about three weeks of calling I was told that actually, no, since I was overseas I wouldn't be sent a pre-paid label and I would have to pay for it myself. I protested to this appalling level of warranty service and it was agreed that I would be sent a pre-paid label. Still it didn't arrive. I called numerous times and asked for the Fedex account number so that I could just fill out a waybill myself, but I was told that wouldn't work (of course it would). I was told numerous times that I should expect an email any day, but no email ever came. I was lied to constantly by people who did not know how to do their job. Fedex is one of the most simple and convenient services on the planet. If you want something shipped to you or shipped to someone else you call them and they come and pick it up. If you don't have the right paperwork they will bring it with them. What I finally received months after my initial request was a stock-standard Fedex waybill with the HTC address filled in and the HTC account number filled in. If HTC was not so unbelievably stupid they could have just given my the account number on day 1 and I could have called Fedex and had it picked up that day. Instead I had to spend two months on the phone with idiots who don't know how to use the most convenient service in the world. You should fire the entire call centre staff and the entire packaging/receiving staff in your US warranty centre. They do not know how to ship a package overseas, and that is their job!
9. Your warranty repair centre moved locations and I was not told.
Between the creation of the second RMA and the arrival of the Fedex waybill you moved your service centre from Houston TX to Stafford TX. Fortunately the waybill had the correct address, but had I returned the phone using my own methods it could have ended up going to the old address! At no point was I contacted to tell me that the address had changed and that I should ship my phone to the new address. Another failure in your system.
10. I was not told to include an FCC form with my shipment.
The staff at your call centre did not tell me in any of the conversations we had that I would be required to fill in an FCC form to send my phone to the USA. Fedex knew all about it, but your staff were completely clueless. My phone was delayed in its return shipment by a week because it was held up at customs waiting for me to fill in a form. I should have been told about this, and your staff clearly have no experience dealing with international warranties.
11. Your call centre is not in the same state as the repair centre.
The staff at your call centre, who I've been on the phone with for over 7 hours are not even in the same state as the people fixing my phone. Between the 16th of July when my phone was delivered by Fedex to HTC and 6th of August when HTC finally found it noone at the call centre could tell me where my phone was or if you had it at all. It was impossible for someone at the call centre to walk over and find out where my phone is, and it was impossible for the supervisors also. The staff who have the job of fixing my problems have absolutely no way of knowing what is going on because they are not in the same building as the job that needs to be done.
12. Your call centre staff are not allowed to call the repair centre.
Absolutely baffling, is that the call centre staff along with their supervisors are not even allowed to call the repair centre! After I have been calling up for three months I found out that noone I have been speaking to can even talk to the people who are meant to be fixing my phone! They are only allowed to send emails, and once they send an email they are not allowed to check if they get a response. They have to wait for someone on the other end to send an email back. This is a black hole. How the hell can someone get something done if their communication is only one way? How can you possibly make a job like mine, that has taken three months, a high priority if you can't yell at someone? I have been yelling down the phone in the nicest possible way to your staff and they can't even pass it on! Absolutely appalling business practice right there.
13. The "supervisors" are not authorised to do anything at all I have escalated my call many many times and every time I speak to a supervisor, I may as well be speaking to a brick wall.
They have never offered to fix my problem, they have never offered to do anything but send an email to the repair centre and wait. I have even been promised direct email responses by more than one supervisor and received only one. What is the point of having a supervisor with no authority? They can't call the repair centre. They can't offer to send me a replacement phone. They can't fix my phone. They can't even tell me where my phone is. Your supervisors are completely useless, in fact worse than useless because they have taken up so much of my time and done nothing for me at all.
14. Your policy of 24--48 hours between arrival and scan-in is pointless.
I was told that you have a policy that all phones will be scanned into the system between 24--48 hours after arriving at the service centre. My phone arrived on the 16th of July and was scanned in on the 6th of August. That's 504 hours! What is the point of having a policy of 24--48 hours delay when it takes 20 times longer than that in reality?
15. There is never anyone senior to speak to at the call centre.
I have, on numerous occasions, asked to speak to someone senior. I have been put through to a “supervisor” many times but these people, as described above, have no authority. The more senior managers, I am told, are rarely there and so I have never been able to speak to one. I have to stay up late to call due to the time difference, but even if I stay up til midnight (which is 10am at the call centre) there is still never a senior management person to speak to. This is unacceptable. If the supervisor staff can't fix my problem then there needs to be someone else at hand who can.
16. After more than six weeks I have still not been sent a replacement phone
As an international phone company it should be part of your core business to send people phones. I have been battling with your company for five months to get my phone replaced and when finally it was agreed that a replacement would be sent, after six weeks I am still waiting. This is more rank incompentence.
I think I have quite thoroughly shown that your service centre/call centre in the USA is in an appalling state of mismanagement. I am without a functional phone for five months and counting, I have spent 10.5 hours on the phone paying international call rates with your staff trying to get my phone fixed and you have just shown incompetence at every level at every stage. At no point was I offered a solution which would fix my problem. At no point was I given any confidence that my problem was about to be fixed. At no point was I convinced that your staff which I spoke to so regularly had any idea about the warranty repair process they were meant to be helping me with. At no point did I receive any of the communication I was promised. Email is free and I find it just atrocious that I was promised so many emails and received only one. I have no confidence that anyone at HTC cares at all about getting me a working phone back in my hand. It is just a shocking state of affairs when a service company like your repair centre can't even communicate with its customers.
I am still waiting for the delivery of my replacement phone.
I am also awaiting your response.
Sincerely,
Me
Appendix: Record of events and all correspondence between myself and HTC USA Global Warranty Centre
I will outline the various events in time below and included a brief comment from each of the phone calls I had with HTC. I have also included the length of all of the international calls I have had to make during this period.
• October 2009 I purchased the phone outright (unlocked), a GSM HTC Hero while overseas in Europe. I brought it back to Australia and used it as my primary mobile.
• 4th May I diagnosed my phone with two problems. One where the trackball light would not go off and another where the usb connection would not work. I did a factory reset and the problems persisted.
• 4th May I called HTC Australia to check it in for warranty repairs but I was told that they could not fix it because it was bought overseas, despite the fact that HTC Australia sells the identical product here. I was told I had to call a global warranty centre to get it fixed
• 6th May (15 mins) Called HTC and spoke to HTC global warranty centre in the USA using their "freecall" number which is not free for me calling from Australia. I opened an RMA with them and they explained to me the process. I would pay for the shipping to them, and they would pay for the return shipping. I might be charged a $20 global warranty fee for the privilege of having my broken phone fixed under the warranty that I had already paid for when I bought the phone. I was told I'd receive the RMA confirmation and address via email. I was also told that the repair job itself came with a 3 month warranty.
• 6th May received RMA confirmation USMXXXXXXXXX-XXXXX via email.
• 7th May I shipped the phone to HTC via UPS at my expense.
• 12th May received HTC Global Warranty Service Invoice for $20USD via email
• 15th May received Fedex tracking number via email 4XXXXXXXXX49 Item was picked up on May 13.
• Up until this point the process was fairly swift and I was left feeling rather satisfied that my phone was fixed so quickly.
• 18th May received phone back via Fedex. I switched the phone on and immediately realised that one of the problems had not been fixed. The trackball light still remained partially illuminated as originally described all the time. The USB connection now worked.
• 18th May (20 mins) Called HTC to speak to them about the problem that was not fixed. They said they would create a new RMA, send me an email about it with instructions on how to send it back. They also said that since it was already fixed under warranty once that I would not have to pay for the return postage and I wouldn't be charged any further warranty service fees. I was told I'd receive a "pre-paid label" via email which I could use to get Fedex to come and pick up my phone at the expense of HTC
• 24th May (13 mins) Called HTC because I had not received any emails regarding the RMA or prepaid label.
• 24th May received RMA confirmation number USM1XXXXXXX524-XXXXXX3 via email
• 28th May received a Payment receipt for order TELXXXXX0 for $20USD via email. This was completely unexpected since I was told I wouldn't have to pay a second fee.
• 29th May (15 mins) Called HTC about the second $20 fee email. I was told it was probably a mistake, but the person on the phone couldn't be sure how many times my credit card was charged. Very discouraging.
• Consequently I have discovered that I was only charged once.
• 1st June (10 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 2nd June (8 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 7th June (30 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 8th June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 11 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 16th June (32 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. I spoke to Samanth on the phone and supervisor Krishana X.
• 22 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Josh who gave me the number for Sprint support (which is irrelevent). Brian X (supervisor) told me that the prepaid label may well be on the way already. But he could not confirm this.
• 23 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Les X. Again spoke to supervisor Krishana X she told me she was working with her special contact at Fedex to get this very special situation fixed. I don't really know why the situation of shipping a phone from one place to another was so special, but she assured me she was onto it.
• 24th June Received email from Krishana X regarding Pre-paid mailing label, saying that the label was sent out to me and should be received within days.
• 30th June Received a filled-in Fedex waybill from HTC. An absolutely standard Fedex waybill with the shipping address filled in and the account number filled in. After two months of waiting for a "pre-paid label" I was sent a stock-standard Fedex waybill which I could have gotten from my stationery cupboard.
• 30th June (7 mins) Called HTC to check the address on the Fedex waybill I was sent (which was different from the address I was sent in the RMA instructions). Tells me that HTC has moved to the new address (4000 Green Briar, Suite 200 Stafford Tx 77477) from their old address. At no point prior to this call I initiated did HTC ever tell me they had moved address.
• 1st July Item shipped back to HTC using Fedex waybill I was sent - tracking number 87XXXXXXXXXX7
• 6th July Phone arrived in USA but was held up by customs because there was no FCC form. The HTC RMA at no point mentioned that I had to provide an FCC form to customs
• 14th July Phone released from customs in USA
• 16th July Phone delivered to HTC by Fedex
• 22nd July (14 mins) Called HTC to check the status of the phone repairs. I was told that the phone "had not been scanned in yet" and that I would be sent an email telling me what the status was within a few days.
• 27th July (29 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke with Eric X (supervisor) and promised he'd walk over and get this done. He said he's part of the new management team, and that things were working much better now than they used to. He still had no idea where my phone was. He told me he'd email me to update me about the status.
• 28th July (12 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. I was told supervisors don't come in til 10am and the call centre and supervisors aren't in the same building as the repairs. 10am corresponds to midnight where I'm calling from.
• 30th July (50 mins - midnight til 1am) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Nicole X. I was told there was no way that she could contact the maintenance place by phone, only by email. All she could do was send an email and wait to hear what came back.
• 6th August (60 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Daniella X. She told me that they found my phone and will fix it soon. She said she would send an email update at Tuesday at the latest. She told me that there was no way she could call me back because she wasn't allowed to dial international, and that she could not contact the warehouse directly, and that there was no way that she could promise that anyone would follow up my problem.
• 16th August (35 mins) Called HTC to check the status of the phone repairs. Spoke again to Chad. Then spoke to supervisor Nicole X who told me there was noone more senior in the building yet (it was 10am at the call centre) and that she was the most senior person I could speak to. She said that the phone had not yet been diagnosed but assured me that they had it. She cited the fedex shipment delivery as evidence that they had the phone and could not verify whether anyone at the repair centre had looked at the phone. She told me that someone from management (either Britney X or Brian X) would get back to me in the next day or two about the status of the phone. She said she would send an email to the service centre asking them to send me a new replacement device.
• 17th August. No contact received from HTC. Phone still not fixed or returned. No emails or phone calls received from HTC since 24th June.
• 17th August (35) Called HTC to check the status of the phone repairs. Spoke with Levi. Was put through to supervisor Nicole X. Was put through to the person working on the case - Brian X. Brian told me that their warehouse transition (when they moved from one location to another) caused delays in the repair processes. He says the device was diagnosed yesterday. He will refund the $20 global warranty fee originally paid, send me an email tomorrow with details of that refund and he said the phone will be fixed in two days. He said he will look into getting a new phone sent from somewhere since he doesn't think they have complete phones in stock.
• 18th August. Received email from Brian X stating that the repair centre are still repairing and testing my phone.
• 19th August. Received second email from Brian X detailing the refund of the $20 global warranty fee. Checked bank details later this week and it had indeed been refunded.
• 19th August. Received third email from Brian X stating that the repair is complete and the phone is in testing.
• 20th August. Received tracking number (FedEx 4XXXXXXXXXXX2) in automated email for the return of my phone.
• 23rd August. Received the phone back. I opened the package, switched on the phone and noticed two things:
1. The phone showed identical symptoms to the problem that it was sent in for. It was not fixed!
2. The phone had a sticker on the screen which left sticky residue all over it.
• 23rd August (60 mins) Called HTC about the absolute incompetence they showed in returning the phone a second time unfixed. Spoke to Levi X, who put me through to supervisor Nicole X who again refuses to send me new phone since she says they don't have them. Found out that Krishana X is her boss. Spoke to Brian X who said he will look into the possibility of getting a replacement phone and email me in the next day.
• 25th August (30 mins) Received no email and so called HTC to find out why. Spoke to Michelle and waited on the phone with her while Brian X was coming in to work. Spoke to Brian X who told me he had overlooked sending me an email. He says the problem has been sent over to corporate office to deal with.
• 26th August. Received email from Brian X saying that a replacement phone had been authorised, and it could take a couple of days to find a replacement. He said he would keep me updated via email.
• 1st September (10 mins) Called HTC to find out the status of the replacement phone. Spoke to Chardene X and then was put through to Brian X. He says he sent a request late yesterday to Taiwan and waiting for them to get back to him about the replacement phone.
• 28th September (20 mins) Called HTC to find out the status of the replacement phone. Spoke to April who transferred me to Brian X again. He said he had stopped working on the problem because he thought the corporate office was working on it (I have received no communication from the corporate office). He refued to give me the details of any contact details for the corporate office, because he said that was “innapropriate”. I demaned that Brian get them to contact me directly asap about fixing this situation.
• 5th October (36 mins) Called HTC to find out the status of the replacement phone. I spoke to Cynthia X who told me that Brian X is in a meeting. I was put through to Britney X who is an escalation specialist. She told me she knew nothing about the case and that the details of the replacement phone were not in her system. She said she will get Brian to email me, and she said she tried to get him out of the meeting, but that was “not possible”. I was put through to Krishana X who is Brian's boss. She tells me that I should expect an email by close of business today. She had no further information about the status of my replacement phone.
• 5th October. Received email from Brian X saying that “I can assure you that efforts are still underway to locate a suitable replacement. However, at this time, I have not been provided with any additional information”

you'll get it handled man.
ive been through the exact same bs.
sooner or later, this call centre will get shut down. They were recently switched to, but they will be investigated internally if enough complaints actually get to the HTC HQ

Disgraceful support from HTC. Let us know what they respond with, if they even bother!

Did you actually get a response? I'm currently going through my own dramas with a Touch Pro 2:
http://www.crc.id.au/2010/11/25/htc-when-warranties-go-bad

Here is the rest of the story. Including the happy ending
• 7th October. Received email from Brian X saying that “I am sending this message to ensure that you are kept up to date with the progress of locating a replacement device for you. At this time the delay is due to a lack of appropriate devices which will be able to access your carrier's 3G network on the same frequency bands as your current unit. Again, I can assure you that efforts are still underway to locate a suitable replacement. I will continue to keep you up to date with further information via e-mail, as it becomes available.”
• 22nd October (30 mins) Called HTC to find out the status of the replacement phone. I spoke to Angie X. She told me that Brian X had gone for the day and put me through to supervisor Tania X. She didn't know anything about my case and couldn't tell me when I could expect the replacement to be sent. She said I should call back the next day when Brian and Krishana would be in to talk to them. She told me that the person dealing with my case at corporate headquarters was Jim X.
• 23rd October (60 mins) Called HTC to find out the status of the replacement phone. I spoke to Eric and he told me that Brian X was not available again! He said that he was on another level of the building and could not be contacted by mobile phone. He eventually put me through to Krishana X who said they were still trying to resolve the situation and could not tell me how long it would take to send the replacement phone. She appologised profusely but did not offer anything in the way of a resolution to the problem. She said she would send me an email that I could reply to (not from a bogus address) and would talk to the corporate office and the warehouse to see if they could help resolve the problem.
• 23rd October (15 mins) Called HTC corporate headquarters using the number I found on the website (+1 4258619174) and found the extension of Jim X (who is the head of customer service). I left a message asking him to call or email me back about the situation and explaining all the drama I was going through with the warranty repair centre.
• 26th October. Received an email from Krishana X from the bogus address. The email stated “Per our conversation, we apologize for all the inconvenience you have been caused. We are currently working with our headquarters to resolve your case. We will send you confirmation once complete. You expressed you wanted an email address in which you could converse with us oppose to calling. Please access htc.com/US. Proceed to click on "contact us." You will have the ability to send us email correspondence. Please add your case # XXX to any communication you send.” Again the email address is bogus (from htcamerica.com which is owned by the Hollywood Theatre Company)
• 26th October. I attempted to send a message to HTC using the online web-form and received an automated response. I then later received a human email response telling me that they would forward the message on to Krishana X for me. This email was from a no-reply address.
• 5th November (15 mins). Called Jim X again and left another voice message as before. Still no response.
• 5th November (23 mins). Called HTC warranty repair centre and spoke to Andrea X. She read the notes on the case and told me that Krishana X had sought approval for a replacement phone (again) on the 25th of October. Neither Krishana nor Brian were available to speak to.
• 9th November. I sent another message to HTC using the online web-form and again received an automated response (ticket number XXX).
• 10th November. I received a (partly) human email response to the web-form telling me “We have indeed been working to resolve your case. We will be contacting you soon with results.” which is not very helpful. However this time the email had a link where I could use an online system (contactus.htc.com/wFrmMailLogin.aspx) to respond to them. After nearly 7 months I have finally been given a means to communicate with HTC without having to wait on the phone at midnight.
• 10th November. I replied using the web-based ticket system explaining that I expect more of a response than simply “We have been working to resolve your case”.
• 11th November. I received a response via the web-based ticket system (and a notification email) from Chris telling me that he spoke with Brian X and he assures me that the case has been escalated to corporate headquarters, and that they will be contacting me directly regarding the case.
• 11th November. I responded via the ticket system that I have been told the same thing for 15 weeks about how corporate headquarters were working on it and they still haven't contacted me.
• 12th November. I received a response from Chris via the ticket system telling me that he understands my frustration, and that he has assurances from corporate office that the replacement phone is being sought and that they will contact me.
• 12th November. I responded via the ticket system that I demand to be contacted immediately by the corporate headquarters to get this sorted.
• 13th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 16th November. I respond via the ticket system with a message addressed to Jim X saying that I demand to be contacted and outlining how many times I have been promised contact from corporate headquarters and received none.
• 17th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 23rd November (42 mins). Called HTC warranty repair centre and spoke to Nikki. She told me that Brian doesn't come in until 9:30am (which is 1:30am my time). Spoke to supervisor Nicole X again and she said she would speak to him about it again and that I should expect an email.
• 23rd November. Called HTC again, but was told by April X that Brian actually wasn't coming in today and that I should call back again another time.
• 23rd November. Left another message with Jim X at corporate headquarters explaining the situation and giving him my email address and phone number
• 24th November. Recieved an email from a no-reply address from Brian X saying that he has no additional information for me, but that he assures me corporate headquarters are working on it.
• 25th November. Received a very nice and honest email from Jim X using a regular email address that I can reply to. He offers to send me a Nexus One to replace my phone along with a few accessories.
• 25th - 1st December. A few emails back and forth with Jim X about the precise model of phone, shipment and power adapter plugs for the charger. This is the most convenient, direct and useful communication I have had with HTC to date.
• 1st December. I received an email from HTC about the shipment with the Fedex tracking number.
• 6th December. New Nexus One phone delivered, along with desktop dock, car dock and a few different charger plug adapters. Finally, after 7 months to the day, I have a working phone again.

holy ****!
I have been arguing with HTC Singapore, Australia and America for 7 weeks now and I'm starting to wish I had taken more appropriate notes like yours.
Today Mr Fedex turned up with a waybill to ship my Touch Pro 2 back to HTC Singapore (for the second time) for repair. HTC will screw you if you let them.
It took a day or arguing with them to make them honour their warranty statement and get them to pay for shipping to/from the service centre. I've been told that the repair may take 4 weeks when they get the phone (which Mr Fedex says should be tomorrow!).
Thankfully, I manage to get onto the same person at HTC all the time - Francis - which is on the Australian service desk and apparently a supervisor.
My g/f and I have even had arguements with the HTC call centre guys about being put through to Francis for each call. As I am sick of repeating my story every single time, we now ask straight away to be put through to him and refuse to tell the first guys anything - One agent argued with us that he couldn't transfer the call until he knew what it was about - oh boy did my g/f give him an earful
Anyhow - I have enclosed a letter with the phone as follows:
HTC Repair Notes:
THIS UNIT HAS BEEN REPAIRED ONCE BY HTC SINGAPORE. SAME FAULTS EXIST.
My current list of faults on the phone is as follows:
1) USB Port can only be used for charging. No data transfer is possible over the USB port. This is the exact same issue HTC Singapore was supposed to repair.
2) Battery life is awful. Before the fault reoccurred, I would get ~28 hours battery life with usage. Now I am lucky to get 14 hours of standby. I have included the battery for evaluation as there may well be an issue with the battery as well.
3) LED behind the DEL key on the keyboard is stuck at full brightness. This was a new fault after having the phone returned by HTC Singapore.
4) When sending a text message using the keyboard, if I press the End button to return to the HTC sense screen, then close the keyboard straight away, HTC Sense will hang requiring a reboot or reset.
5) The GPS is VERY slow to fix to a position and sometimes cannot get a fix at all. Attached is a picture of my Touch Pro 2 next to a relatives Touch Pro 2. Note that the one on the left has a 7 sat fix, whereas my Touch Pro 2 was unable to get a fix. This photo was taken after leaving both phones side by side for over 20 minutes.
6) The battery will constantly overheat when charging. This is indicated by the notification LED flashing orange and green and the phone stops charging the battery until the phone has cooled down. During this time, the phone feels very warm to the touch.
As this is the second time this phone has been repaired, please PLEASE test it thoroughly before returning it. It would be preferred if a complete new replacement could be sent back instead of this second faulty phone.
Thanks
Click to expand...
Click to collapse

I sympathise, since I would be lost without my phone and I hate the calling process you have to go through to get the simplest of things resolved these days.
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?

richuu said:
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
Click to expand...
Click to collapse
Well basically there are five global warranty centres - UK, US, Taiwan, Hong Kong and Singapore. I decided to use either UK or US to ensure there was no language barrier, and then it was a matter of which time zone matched up better. It appears as though the US has better opening hours (see link below), but actually this is their service hotline, not the warranty centre. So it turns out I ended up calling them after midnight anyway.
If I was going to do it again I would have chosen the UK centre since my model of Hero was sold in the UK, but c'est la vie.
http://www.htc.com/europe/CA_Hotline.aspx?region=GWS

I thought that I'd post a new update...
I got my TP2 back from HTC yesterday. HTC picked it up (well, Fedex did) and I got it back in about a week. This is great service! If only if had happened 7 weeks ago when I first reported the fault....
As this is the second time I've had to send this Touch Pro 2 back, I'm a bit hesitant to say everything is all good - but we'll see if all is ok in time.

*This is just a joke dont take me seriously*
I do find it odd, that all the folks who work at HTC Have the same last name... X, hmmm.

Done With Dell For GOOD!!!

Back in late January I had an issue with my DVP that caused me to call dell mobility and order a replacement (when I closed the keyboard the phone would restart). I received the replacement device and it seemed my problem with my original device stopped. So I called dell mobility and told them I would be returning the replacement. Sent it back with their prepaid label via UPS.
A couple weeks past and I received a call from Dell telling me they had not received the device back at their warehouse. I advised them of the approximate date of when I shipped it back and they noted my account accordingly. Another couple weeks past and they say they still hadn't received it back. I then provided them with the return tracking information which clearly showed it had been signed for back at their warehouse (TN or TX I can't remember where it went back to). From that point, the representative told me to disregard any further communications regarding the matter.
About a month ago I received a letter from D&S collections stating that my Dell account has been sold to them and they are trying to collect on a debt for $336. I immediately called dell mobility and spoke with a representative who initially gave me a hard time because I couldn't provide her with my service tag number. After having me on hold for 15 minutes she came back to me and apologized and said a supervisor (Robert or Heather if I remember correctly) would be following up with me the following Monday May 16th.
Monday came and went with no phone call. I called Dell mobility on Monday towards the end of the business day and immediately asked for Robert, the representative put me on hold for 10 minutes and Robert finally came on the line. I explained the situation to him and that the fix was simple: to withdraw the debt from the collection agency and advise them to remove any derogatory information that they may have reported to the 3 major credit bureaus.
He explained to me that the department that would handle this type of situation is the collections department within dell and that there is no way he can contact that department directly. All he could do on his end was file a request that would take 30 days to complete. At that point I asked him for his supervisors name which he refused to give me.
After arguing with him for the next 20 minutes berating him and what not he finally gave me his supervisors name (Josh) and advised me that he was the call center manager for dell mobility and that I could contact him the following business day.
I called back on Tuesday and asked for Josh and he told me some bull **** about the collections department doing these type of things and that he has contacts in corporate that he would be forwarding my situation to and told me he would be following up with me the following day. Wednesday came only to find he had one of his employees contact me and tell me they haven't made any headway regarding the matter and that they would be in contact with me.
With all the issues I've had with this phone (freezing while browsing over 3G, phone restarts while closing the keyboard yes the problem came back, and the ****ty camera) I will never EVER be purchasing a dell product for as long as I live. I am at the point where if they cannon resolve this matter in a timely fashion I am going to ask for a refund for returning my 6 month old dell venue pro IN ADDITION to them removing the collection account.
Sorry but I am absolutely furious with dell and I am sure I'm not the only one and just wanted to share my 2 cents with the community.

Issues With Samsung Customer Support

I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?

civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
Click to expand...
Click to collapse
Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.

I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.

You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk

uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
Click to expand...
Click to collapse
What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon

That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App

It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.

Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.

I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium

kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
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Click to collapse
I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon

Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium

Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!

EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
Click to expand...
Click to collapse
I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.

The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.

EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
Click to expand...
Click to collapse
I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.

Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.