- Posted February 27, 2013 by
HTC Customer Experience Sucks!
iPhone 3 gs is the first smart phone I bought. I have used it for nearly 3 years. While it is time to renew my contract, I chose to wait for next generation of iPhone 4 s. Nine months fly. It is time for me to make a decision – iPhone 5 or HTC Butterfly.
I have been waiting for iPhone 5 but I was persuaded to choose HTC Butterfly.
BUT the quality proves itself. HTC Butterfly flies away after the 5th day!
I bought HTC Butterfly in the evening of Jan 23 and got it broken in the morning of Jan 29. I sat on a bus chair on my way to office. I heard the sound -- something dropped to the ground. When I realized it is HTC butterfly dropped from my pocket, I picked it up. The screen cracked as if it were falling down from the sky. I was too shocked to react.
HTC Service Representatives in call center don’t seem to believe how it happened. I don’t believe either. I tried to ask HTC to verify if it is reasonable when it comes to the crack severity V.S. the height. Upon HTC’s first reply, there is never drop test for smart phones.
I question and question. Finally, I got an answer that the drop test cannot be disclosed to external parties.
As a customer, can I at least have the right to know – what height (1cm, 2 cm or 3 cm) will cause potential cracks if the smart phone accidently drops down? Should this be regarded as "Caution" for customers? Not necessary with a comprehensive supporting data but with a simple figure or statement? As there is no hard copy for user guide, I don't even have a chance to read soft copy on internet as HTC butterfly was with me for 5 days only.
An answer – 1 cm is enough for me if HTC says so. BUT I am unable to get any answer for questions I raised. The answer is Repair fee $ PLEASE. SURE, but as a customer, don't I have the right to know what quality I am paying for if I am paying the repair fee?
Quality, Voice of Customers – Does HTC CARE?
First time to buy HTC smartphone, maybe it is the last time due to such horrible experience.
Inconsistent reply for drop test!
Mr./Miss SOP (Customer representative in call center cannot provide proper answer to my question and try to ignore my question and continue with his/her default answers.
HTC refused to replicate the case or dig out the root cause to take corrective action plan and further make improvement in mechnical design or quality.
Does HTC have the concept of "quality", does HTC care about voice of customers? Does HTC care about Customer experience on products?
As a customer, What I care about is I need to know what quality I am paying for!
Before a consensus is reached, the defective unit is supposed to be in the repair center. However, HTC Service sent back the defective unit to me to close the case unilaterally without my consent. I refused to take it!
Before you buy, think of what qulaity and service you are paying for!
HTC Customer Experience sucks!
I regret my decision!