HTC’s customer service criticised on BBC’s Watchdog

HTC’s customer service division has been given a right kicking by BBC consumer show Watchdog, which featured numerous tales about tech issues, repairs, and the poor service some people have received from the company’s repair department.

Watchdog says it’s received “over 100″ complaints from HTC users this year, regarding HTC’s failing repairs system, covering lost phones, failed fixes, accidental damage and more.

htc watchdog

See a lot of sad people being sad about their phones over on the BBC Watchdog site, where you can view the entire report. One man describes the HTC Sensation as being “A poor man’s iPhone” :(

16 ResponsesLeave one →

  1. I am loath to call the sensation a poor mans iphone but I do think HTC arent at the top of the tree any more – I had many physical issues with my Desire HD (bits falling off etc) these days I still think the Galaxy SII kicks HTC and Apple into submission – its definitely raised the bar for handsets – at this moment in time its still the king for me

    Reply
  2. I sent my Nexus One to HTC with a faulty power switch under my two year warranty and got it back within four days in perfect condition.

    Worked very well for me.

    Reply
    • Simon

       /  October 7, 2011

      I send my HTC Legend back for a digitiser fault, it was back in a week in perfect working order, HTC paid for DHL collection and delivery and no hassles whatsoever.

      Surely watchdog should be applying some editorial responsibility to their reporting? I mean punishing a generally good company over 100 complaints, whilst ignoring Microsoft fucking everyone over with 30 million broken Xboxes is rather cherry picking in my books.

      Reply
    • Same here! My N1 was out of warranty and I didn’t even have proof of purchase because I got it on eBay – they fixed it in 4 days (from sending the device to receiving it back) for FREE!

      I have also sent them my TyTN II back in the day and got same great treatment.

      Reply
  3. Niels Christiansen

     /  October 7, 2011

    Hmmm, my Desire HD has worked as a charm so far but it *is* known that a few users have had issues, and the HTC’s response may have left something to be … well … desired.

    Reply
  4. Rich

     /  October 7, 2011

    I’m temped to say it’s just people who don’t know what they’re talking about, but I must confess that I have had similar problems with HTC CS. I had to send off my old Hero 3 times before they finally fixed it correctly…. the first time they sent it back after repair it hadn’t been fixed at all!

    Reply
  5. Stephen

     /  October 7, 2011

    Yeah, poor man’s iPhone.. What a complete tool!!

    Saying that I’m on Sensation number 3, motherboards fried on both. 1 Taiwanese, 1 Chinese, HTC shop in Prague was really goood about it. 5 days and all sorted…

    Most of these complaints were made around May/June when they had issues before moving to a new service centre. I’m not making excuses for them as you can see I’ve had my own issues but there you go..

    Samsung are def a cut above now. With rumour the SGS3 will have metal casing and no touchwiz nearly even seals the deal… and i LOVE sense..

    SAD times…

    Reply
  6. edhe

     /  October 7, 2011

    Coming to the end of my time with an HTC, looking forward to the new phones but really not wanting another HTC as they totally waste the dock space on their phones with the call bar.

    Using Go Launcher just convinced me i no longer need Sense in my life.

    Reply
    • Ditto.

      I’ve been using GoLauncher for some time now, and it’s amazing how much more useful the software is, compared to Sense.

      Sense always LOOKS nice (in fact, I absolutely adore the 3.0 lockscreen), but it could be so much more.

      I don’t like the look of Sense 3.5 though – looks more like the horrible “interface” that Orange used to slap on their phones…

      Reply
  7. Contacted HTC to get a replacement back for my Desire (about 7 months ago) after the camera lens coating started rubbing off and causing camera glare. After a few conversations back and forth, and a photo of the problem, they sent a replacement free in the post. Was very happy.

    I would only recommend not getting a HTC because of their software tweaks.

    Reply
  8. DTEG

     /  October 7, 2011

    Apparently 10% of returns were problematic, so it is significant. However, this seemed to us to equate to probably one shift manager (at probably one service centre) being crap, and by all accounts HTC have done some appropriate slapping around, so hopefully that’s “mission accomplished”.

    Reply
  9. Watchdog have become a bit of a hatchet show recently.. they seem to definitely have an agenda in who they target for their reports and they tend to blow those reports out of all proportion..

    Used to be a consumer show, now sensationalist tripe

    Reply
  10. james

     /  October 13, 2011

    Hi my name is James my HTC justed gos off some times it mad I hope day can do some thin for me becoz I like HTC but not wen its going off thanks

    Reply
  11. sean

     /  January 15, 2012

    can i submit and the comments will be shown here?
    test!

    Reply
  12. sean

     /  January 15, 2012

    ok.well
    frankly,im a customer service rep from HTC,
    just fuck me. i adventure to show myself here.
    So many people got frustration from a customer service rep but, if the whole system is smooth,each department really doing a good job, or, at least,doing well what they are supposed to do,the world would be peaceful definitely..
    just from my perspective..

    Reply

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