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Over the past few weeks I have had reason to email HTC Support on a number of occasions as have a lot of you.
There was the disgraceful forced push automatic update that did not work for most, there is the flawed hotfix that causes a whole new bug for some etc etc.
I have sent them 5 emails in the past three weeks. I have received NO responses whatsoever!! For the love of god!
If you are dissatisfied with HTC then help me let them know. Make your voice heard, that's one of the advantages of online communities, they can lead to more power for consumers by grouping and info sharing.
I have paid a LOT of money for my HD, surely they should respond to my emails.
Yep, no response back from them in over a week with regard to various TouchFlo / WM bugs.
Not a great start. . .
Add to that that the Qualcomm chip is a dog in terms of performance. God only knows why they use it???
what do you expect???
they have your money if you bought a sim free product....
they have your networks money if you got the handset on a contract....
what do they care, exactly they dont!
i waited 3 months for a reply via email, it basically refered me back to their helpline, which was as much use as a chocolate fire guard!
Poor quality english langauge spoken, and all they wanted to do was sell me more htc products at extremely high prices.
if only the CEO of HTC was aware of how his employee's and company treat his customers.....
I never wrote to them, but seeing that we relay more on this site for fixes than on oficial htc releases seems to confirm they dont care much about customers.
Apple release more updates than them
I wrote to HTC support two days ago and get a response two hours later - very good.
Greetings
Hello
I wrote several Emails regarding the Touch Diamond and never got an answer.
I wrote to german and global support.
NOTHING
THe Support seem terrible ( but the devices are good )
Telephone
Have any of you attempted to contact them by telephone?
I tried the phone a month or so ago, wa son hold for about 10 minutes so gave up. I figure if they are poor at responding to emails then they dont take support seriously in general.
truly terrible, makes me so angry.
oh cmon guys, the receive like >100 emails per hour. do u think they will take time to answer you regarding autoupgrade and hotfix with bugs? what do you expect, press #5840987* and your phone works? they don't even lose time emailing about autoupgrade with text "HARD RESET", cuz that's u'r problem. and hotfix? what reply do you want to receive? "HELLO, OKEY, THANK YOU FOR YOUR EMAIL, WE DIDN'T FIND THAT, HERE YOU GO A NEW ONE"?!!?!?!? they got your mail about bug, and forwarded to programming/etc team
the customer support for HTC
SUCKS!
and thats hows it is.....
HTC website support section, should say for any assistance, support, fixes - please contact xda-developers.com
@SALLCHO
Are you kidding or do you think really like you wrote ?
Hey Man - I paid 600 Euro - many paid around 700 USD for the device and I think I/we can get for our money a WORKING product.
It is ashame that the devices from HTC come out with many bugs.
It would be better to release minor new devices and get the software running well.
Look at the iphone - every three month a major update with tons of fixes and sometimes new feature
HTC would do great to get fixes and enhamcements to their smartphones, too - because that is the nice thing on SMARTphones - they can be enhanced
We paid even more for the xda flame and we do not get any support from O2.
Do not wait, trust community like this one.
I emailed them what should have been a straightforward question, three weeks later got an email saying call us. Had a bigger problem with my phone called them, went through to a worse then useless Indian call center who just kept saying talk to the person who sold it to you.....
CRAP!
some of you probably remember that i started a blog on the esato-site when the x2 was released. This draw some attention from SE, and they contacted me and asked me to test their rom-update. since then i have not heard **** from them, and they seem to ignore the whole x2.
This makes me really dissapointed, and i can't accept that they simply ignore those customers who paid 600 Euros for this phone, and leave us with a windows-phone that's pure crap.
So, to make a short story even longer, i created a new blog over here http://sonyericssonxperiax2failure.blogspot.com/ where i will write down all issues i have had, and also other issues i have seen on this forum.. When i'm finished, i'll post this link to all major tech-sites (cnet, theregister, local news-papers etc.), and hopefully this will wake up the people at Sony Ericsson!
While i appreciate the effort in calling out SE for this sham of a product, i'm not too hopeful it'd accomplish anything. No doubt we were all shafted paying top dollar for this travesty of a product, but in this fickle and fast paced tech world it'll probably be another failure silently swept under the tide of new products and trends. Doubt many even remember the X2, with the android xperias taking centre stage these days.
Regardless, good luck and i do hope the tech blogs will indeed pick up the story and generate some press. With any luck it'd affect their bottom line.
Sometimes i really wonder, though, how far is the X2 failure a SE one rather than a microsoft one?
schaotan said:
While i appreciate the effort in calling out SE for this sham of a product, i'm not too hopeful it'd accomplish anything. No doubt we were all shafted paying top dollar for this travesty of a product, but in this fickle and fast paced tech world it'll probably be another failure silently swept under the tide of new products and trends. Doubt many even remember the X2, with the android xperias taking centre stage these days.
Regardless, good luck and i do hope the tech blogs will indeed pick up the story and generate some press. With any luck it'd affect their bottom line.
Sometimes i really wonder, though, how far is the X2 failure a SE one rather than a microsoft one?
Click to expand...
Click to collapse
It is SE's job to properly incorporate Windows into THEIR phone. If SE cannot do it then they NEVER should have released the phone to begin with. And since SE DID release the phone they have a responsibility to their customer base to support their product. This responsibility is NOT being met by SE and is a shame on their part.
hertell I applaud your efforts. If enough people complain. . .
The more websites that see/read/hear what SE is doing with their existing customer base the more chance SE will actually take the time to support their faulty product.
Well done, if i can do something to help, just tell me.
Greetings.
That should teach them!
Good start, hertell.
This forum is full of about 99.5% of people MUCH smarter than me. It is also full of people with a lot more contacts in the tech world.
Is there ANYONE that either can themselves or knows someone that can put me in touch with someone from Microsoft that actually is of a high level and has influence with the Windows Mobile Department?
They need to sit down and look at cases like mine, dealing with these Dell Venue Pro's. I would love for them to see that I have now had 4 defective non-working phones all do to poor manufacturing and poor development.
The Windows Phone OS is fantastic. It is refreshing. Almost anyone I ever heard knock it, is knocking it based on pictures they have seen on the web. The idea and feel of the OS does not transfer well to a static picture on the internet. Everyone I know that complained about it after seeing it in this manner, did a 180 after seeing it in person.
But most of them waited for me to bite the bullet and go for it first. Unfortunately out of all the models, I picked the only true lemon. And unfortunately, everyone I know now ties the experience I am having with the Dell Venue Pro directly to Windows Mobile. I hear over and over , "told you it would be like a Windows Computer ... crash, crash, crash".
Microsoft needs to step in with this here and do something. Either pull their OS license or put the pressure on them. But people like me are making monthly payment after monthly payment each month and only getting a few weeks of service because the phones have to keep going back.
I am a huge supporter of the Zune hardware, the Zune software, and the Windows Phone OS. I have loved and owned all three. The problem is I now have been taken for a ride by Dell, and the only people I can talk to are these poor middle people that I feel bad for. They tell you they know it is a mess and that they feel for you, but they can only do what those above them tell them to do. I have been in this situation many times professionally. There is nothing worse than your boss telling you to do something unethical and immoral. It is a "sell your soul for a paycheck" stomach turning feeling. I try forcing and forcing the people I talk to, to keep moving me up the chain of command. I would LOVE nothing more than to get to have a conversation with who ever is the Executive in charge of Dell Mobility right now. They honestly deserve to be fired for this happening on their watch. But after you get from the customer support to the first supervisor, they get very uncomfortable and will not pass you up the chain any further. You can tell that they have been told all complaints stop there. These are not ordinary complaints though. They can't seem to get one Dell Venue Pro in the 16GB version, out the door in a working manner.
As I stated, there is nothing to be done with Dell. They don't care at all, and have used these poor customer service supervisors as the wall of defense between those of us wronged consumers and the higher ups that are responsible for this.
The only hope we have left is for Microsoft to step in and do something. To be honest, I don't know what they could do, but as I stated, these people are obviously smarter than me and could hopefully come up with an idea.
I realize one of the reason to allow multiple manufacturers to use the OS with multiple devices, rather than Microsoft making their own device, is to get these units to as many Cell Providers as possible. But trust me when I say this... DELL IS DOING YOUR WINDOWS PHONE BRANDING FAR MORE DAMAGE THAN GOOD.
So please... anyone from Microsoft reading this, or anyone on here that knows someone, PLEASE GET IN CONTACT WITH ME OR GET ME IN CONTACT WITH THEM. There has got to be something that can be done when I am averaging 1 phone a month. And trust me... the only reason it is one phone a month, is that I have to sit and wait weeks for them to manufacturer another and ground ship it. If they kept them in stock and over-nighted these things like they should, I would probably be looking at closer to 8 or 9 phones at this point.
Someone from Microsoft, please help this long time Windows, Zune, Xbox, and Windows Phone supporter.
Thanks,
JF
Some equally frustrated soul posted this at windowsteamblog. I used these. They're real. And I got a followup phone call. MS CEO, Steve Ballmer | [email protected]
phone: 425.706.8448
AT&T CEO, Randall Stephenson
[email protected] | [email protected]
phone: 210.351.5401 (direct to his secretary)
alternate phone: 210.821.4105 (headquarters, press 3, ask for Mr. Stephenson's office)
Pasted from <http://windowsteamblog.com/windows_phone/b/windowsphone/archive/2011/03/23/copy-and-paste-update-status.aspx?utm_source=twitterfeed&utm_medium=twitter>
WOW...that's great info... Thanks a ton...
Ok all. I am going here as I am seeing threads like this disappearing left and right over on the OnePlus Forums.
Let me start of by saying that overall I really like this phone. It looks awesome and CM 11 has so much going for it. Development is solid as all get out here thanks to all the devs working on this device. This is why I was so excited to get this device and so grateful for the invite provided by a member here.
However, this phone, just as many other phones may have some problems. A lot of which are software related and will be ironed out over time and just need some patience. Or try one of the many ROMS here and enjoy. Right?
But hardware problems, true hardware issues, are another thing. These require device replacements. The problem is, OP seems to either ignore customers or take inordinate amounts of time to respond. People are waiting literally upwards of a month or more to get a replacement device sent out, and good lord, I hope that those replacements are ok and without defects. This really should not be tolerated. I don't know why we would just say, "hey they are a new company, give them a break." (Everyone knows they are not really a new company I hope.)
So I would like to hear stories here. Post them up or PM me. I am trying to work with another user to get some things compiled and see what comes of it. Maybe some sites (cough cough...XDA) would be interested in this and maybe we can help bring some of this to light and hope the company will improve.
Or at the very least, get our broken phones replaced so we can get on with our lives and not feel like we got ripped for 350$. Of course I know there is buyer protection through Paypal, but should Paypal really have to be the ones dealing with this each time? I don't know, maybe OP planned it that way. Just let Paypal be our support. :silly:
By the way, if you are still reading this, my story is simple and just begining unfortunately. I got a device that did not have working volume keys out of the box. I have updated, flashed old and new stock ROMS, and nothing. Still don't work. I sent in a support ticket 6 days ago with a link to a video of what is going on and told them my problem. I have literally received no response at all since then.
I've got a story.
It started on July 23rd when I ordered my OnePlus One. It was supposed to arrive on the 26th, but it never came. Instead, USPS tracking said I wasn't at home, and they left a note. They didn't leave a note, and I was home. There was no doorbell no nothing. So, I waited until tuesday to see if the package would get re delivered to my house. It didn't get re delivered. I called USPS and went to my local post office. They gave me the normal BS, wait a few days, it could have gotten lost. Blah blah blah. How does a package get lost when it's out for delivery?! Anyways, I waited a few more days, and nothing. Contacted OnePlus support, and they said that their logistics team was looking into it, and it would take maximum 10 days for their investigation. 15 days later without another email, I opened a case on PayPal, and within 2 days, I had my money back.
OnePlus really needs to improve their customer service. Their phone is great, CM 11S is great, but customer service is a nightmare to deal with.
Hello,
Please try posting your tech support stories on any one of these pre-existing threads.
http://forum.xda-developers.com/oneplus-one/general/to-idea-how-customer-service-t2851237
http://forum.xda-developers.com/showthread.php?t=2796367
I'll have to close this one.
Disclaimer: I'm not sure where else to put this but I wanted to warn anyone who may have to deal with them. Mods let me know if I should move this and where to.
TL;DR - They've had my phone for over 2 months now and I have no indication that I'll be getting it back.
Here's the timeline:
Sometime mid-February I have an issue with my Z3 Compact where part of my screen no longer responds to touch. May be my fault, may not, but I'm willing to pay to have it fixed if I do.
Call up Sony Xperia support, get an RMA number, and mail it in.
USPS says the phone is delivered on Feb 27.
About 2 weeks later I call them up to see what the deal is as I've received no word, they say they never received the phone.
I go to USPS to complain, they say it's been received and show me the receipt signature.
Call up Xperia support again, NOW they've found my phone, but claim it was only delivered on March 19 which I know is false.
Several calls later and last week I FINALLY get a "GOOD NEWS, we have your phone and are sending it back! We'll update you when it's sent!"
Now one week later I JUST got off the phone with them and they say the repair center is "just waiting for a FedEx tracking number to send it out."
At this point I can't even believe them - I think they lost my phone and don't want to own up to it. I have not at ANY point during this ordeal received a single update email or phone call about the status of my phone and all information I've gathered has been purely because I keep calling them up.
I like the phone but I can't bring myself to buy another Sony product after this experience.
Another pointless thread
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
Cheesewood said:
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
Click to expand...
Click to collapse
Well it is not
Sent from my D5833
matthiastan5 said:
Well it is not
Sent from my D5833
Click to expand...
Click to collapse
It is also nothing like he'd deal with in Apple land. I'd rather have repairs done at a local place at my expense than deal with that.
Cheesewood said:
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
Click to expand...
Click to collapse
Sony isn't seeing this. Just saying. If you want them to notice, go to talk.sonymobile.com and post in the respective forum. THAT might work
Sent from my D5833 using XDA Free mobile app
Sadman Khan said:
Sony isn't seeing this. Just saying. If you want them to notice, go to talk.sonymobile.com and post in the respective forum. THAT might work
Sent from my D5833 using XDA Free mobile app
Click to expand...
Click to collapse
Thanks, I'll give it a shot.
muzab a said:
Another pointless thread
Click to expand...
Click to collapse
Why did you read it, never mind reply.
Cheesewood said:
Is it? I'd like to believe that raising awareness of poor customer service is the best way to get it fixed/changed.
Click to expand...
Click to collapse
Sharing experiences may get a resolution here, but its better on Sony's support forums or better still to your local trading standards if you have one in your region.
scoobydu said:
Why did you read it, never mind reply.
Sharing experiences may get a resolution here, but its better on Sony's support forums or better still to your local trading standards if you have one in your region.
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Click to collapse
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
muzab a said:
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
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Click to collapse
The possibility of a successful way to deal with Sony support, via specific agents or dept in Sony, the chance to get some discount vouchers for other products due to their poor service.
The chance for people to tell you the more appropriate ways to get support.
My first dealing with Sony support was as frustrating as this one, but learning to deal with them and getting 50% off their great products always makes a difference to me
muzab a said:
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
Click to expand...
Click to collapse
You don't have to click on the link and read any thread that is annoying to you, let alone replying to it. The only thing annoying here is there so many a-holes and blind fanboys on xda and you surely are one of them.
If he knew what EXACTLY he's going to gain by telling us he wouldn't have had told us. After all, he HAD talked to Sony many times. At least he's letting others know that Sony has terrible customer service and I can confirm that Sony does. He's also letting people awares of such dishonest company so people can learn to avoid the headache by decide whether to do business with Sony.
(the above statement does not apply to Sony fanboys)
muzab a said:
Simply because it's becoming annoying seeing people use xda forums to moan about products and services
What exactly are you going to gain with telling us rather than telling sony
Click to expand...
Click to collapse
It's called raising awareness, moron, and yes it is useful.
Tracy1988 said:
You don't have to click on the link and read any thread that is annoying to you, let alone replying to it. The only thing annoying here is there so many a-holes and blind fanboys on xda and you surely are one of them.
If he knew what EXACTLY he's going to gain by telling us he wouldn't have had told us. After all, he HAD talked to Sony many times. At least he's letting others know that Sony has terrible customer service and I can confirm that Sony does. He's also letting people awares of such dishonest company so people can learn to avoid the headache by decide whether to do business with Sony.
(the above statement does not apply to Sony fanboys)
Click to expand...
Click to collapse
I'm a not anywhere near a fan boy
I'm just saying that if people want to make a change, go communicate with the company themselves not only are you helping yrsrlf but other people aswell, but I will put my hand up amd say I see point the previous user states
And for the one who called me a moron grow up please
I have a very bad experience with the company too. My z3c was delivered with a screen problem
(these morons didn't took the time to put protections on the box). It wasn't immediately visible but 5 days after receiving it, my screen did not refresh correctly. Definitely a hardware problem. Of course since I took very good care of it the device is absolutely scratch less.
The verdict : they don't want to take it back because my bootloader is unlocked (to install a legit sony lolipop)
Very disappointed, I know unlocking the bootloader could cancel the warrant but come on sony, this is obviously not a software problem here and I feel like a victim of a pity scam.
I bought two z1 and one z1 compact before.
Now if the clients are powerless against a big company and its army of lawyers, the best thing they can do is complain in forum.
Personally my goal is to make then loose the same amount of money I loose in this case.
Sony support for my mobiles has been the best support I have ever got from any company. The Xperia care line are call centres actually in this country and will go out of their way to help you. The repair process is fast and easy, you can even book your own phone in for repair on the xperia support site without any contact with Sony. If it has a problem not under warranty (never happened to me and I sent a phone in with custom rom once) they will offer you a quote, if you dont want to pay that you just pay £20 to cover the free post they gave to send it and them returning it if.
But this does not mean I can tell other people this is the service they will get (in spite of the fact most will get at least good service), and it is stupid for those who happen to have had bad service to state that is why people should avoid Sony or it is what they will get from Sony. And that is why these threads are pointless almost all the time, apart from the rare times we can help the person in question.
Tracy1988 said:
You don't have to click on the link and read any thread that is annoying to you, let alone replying to it. The only thing annoying here is there so many a-holes and blind fanboys on xda and you surely are one of them.
If he knew what EXACTLY he's going to gain by telling us he wouldn't have had told us. After all, he HAD talked to Sony many times. At least he's letting others know that Sony has terrible customer service and I can confirm that Sony does. He's also letting people awares of such dishonest company so people can learn to avoid the headache by decide whether to do business with Sony.
(the above statement does not apply to Sony fanboys)
Click to expand...
Click to collapse
Are you capable of making/defending a point without ad hominems? Your signal to noise ratio would be greatly improved if you could respond to any criticism or contradiction like an adult would, instead of just reflexively calling everyone fanboys.
That being said, I have never felt in any way good after having delt with Sony CS. I bought my Z3C used, and the seller didn't have any way to transfer his proof of ownership to me. It came with a loose usb flap, one that I ended up having repaired at the previous owner's expense, rather than waiting the ~month it would take for it to be repaired by Sony.
My previous phone was a Z1S that I also bought used. It developed a pretty bad heat problem, with cpu temps hovering around 70* C while IDLE. That time, I would've had to have it repaired/replaced at my own expense, either by Sony or a 3rd party repair shop. This is not the way it's supposed to be.
Apple CS, for example. Their tech support CSR's are unfathomably stupid, but Apple apparently has enough money to let the 'geniuses' throw out warranty replacements like candy, which is immensely preferably to Sony's methodology.
I find it especially disconcerting that the Xperia Z line is water resistant, yet Sony reps can argue over damage being covered under warranty. If a company sells and markets water-resistant devices, it should be accountable for when that water resistance fails, even if that means accepting customer-damaged devices under warranty. What's worse is that the older Xperia Z phones don't even have a pressure sensor reading in the service menu, so you can't even know if the device is safe to take into water or not, making the water resistance moot.
Sichroteph said:
I have a very bad experience with the company too. My z3c was delivered with a screen problem
(these morons didn't took the time to put protections on the box). It wasn't immediately visible but 5 days after receiving it, my screen did not refresh correctly. Definitely a hardware problem. Of course since I took very good care of it the device is absolutely scratch less.
The verdict : they don't want to take it back because my bootloader is unlocked (to install a legit sony lolipop)
Very disappointed, I know unlocking the bootloader could cancel the warrant but come on sony, this is obviously not a software problem here and I feel like a victim of a pity scam.
I bought two z1 and one z1 compact before.
Now if the clients are powerless against a big company and its army of lawyers, the best thing they can do is complain in forum.
Personally my goal is to make then loose the same amount of money I loose in this case.
Click to expand...
Click to collapse
U do know that u effectively agreed the your warranty will be void once u unlock the bootloader on their site
That's not a very smart, or nice question. You can focus on the letter of the law and in doing so support the idea that this is an acceptable law (not necessarily applicable in my country of residence for now by the way) or alternatively if you're okay with being a statistic of profit, perhaps you can hold your tonge for those of us that would like to see this sort of thing changed.
There's a new kind of Koolaide being served. Don't drink it.
Well unlike the OP, I must say my experience with Sony Support has been great. I rang them after my Z3c suffered the sudden death bug. The tech I spoke to spent 4 hours with me on the phone trying everything possible to find a fix. Whilst he wasn't successful it wasn't from lack of trying. Wish all tech support was as helpful.
phentex said:
It's called raising awareness, moron, and yes it is useful.
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Click to collapse
But, he is correct tho. It's awareness in the wrong place and therefore pointless. I wouldn't have wasted my time writing a topic on xda like that would've done anything. Instead i'd spent my time with sony trying to figure out what's going on, or use the buyers law. That would've been more productive. He is not giving me any awareness, i'm not worried about one sob story among the ocean of untold success stories.
Sure it sucks whenever you pick the unlucky ticket and the support is not up to par with the norm. But that's just how it is, sometimes you're just unlucky. No company has a flawless record because you have to remember that no matter how good their procedure is, it's handled by humans.
KoscheiTheDeathless said:
Apple CS, for example. Their tech support CSR's are unfathomably stupid, but Apple apparently has enough money to let the 'geniuses' throw out warranty replacements like candy, which is immensely preferably to Sony's methodology.
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Click to collapse
That's not true, i've worked at apple and they defiantly do not throw warranty extensions around like candy. And their applecare was a joke. I spend more than enough time on the phone with "customer relations" having people denied for warranty extensions for petty reasons.