[HTC Titan] enyaj:
First of all, if this is against the rules, I apologize. I just want to share an amazing experience I had with HTC with my Titan. Please close if this is not allowed.

As some of you know, there are faulty Titans in which it doesn't update through Zune or at all. Mine was one. Bought it brand new here in the Philippines. Decided to have it fixed and since the model is not released here in my country, htc phils said it had to be shipped to HK global service center. Paid for the shipping and the rest is history(read below).

I sent this to Peter Chou. Found an email address online. I decided to shoot for the moon because I was so pissed.

START

Bought an HTC Titan. I'm here n the Philippines. When Zune told me an update was available, went ahead and updated. There were error codes flyin all over and the damn thing won't update. Tried everything I could to no avail. Researched on the net and found out there's a batch of htc Titans that have the same problem. Since not locally released here in the Philippines, they said I had to send it to global service center. Mind you I bought the phone for Php30,000. That's a lot of money here. I paid another Php1,500 to send it to HK. Now some Ata Lau said he was able to fix it, but I need to send HKD249.10 for HTC to ship it back. Now comes the problem. HSBC said I had to have a HKD account with them, and to open an account, the minimum was 100,000. Do you get where I'm going with this, HTC??? I've walked all over Makati yesterday, changed Php2250 to HKD300, then banks all over said I had to have an HKD account. I was willing to forgive you for the factory deffect. Was willing to pay for shipping one way, and you couldn't send the phone back unless I pay for it? C'mon! you are a multibillion company and you couldn't even pay for HKD249.10? First of all, your product was deffective. If it was mishandled by me, I would understand. But it was practically brand new. You can check the receipt I included it in the box when I sent it to your HK service center. Even if it was a risk buying a unit not locally released, as a consumer/customer, I trusted you guys, HTC, to provide the best products. I've used HTC units for almost forever. I know you manufactured for Dopod, Orange, O2, Qtek and whoever before you decided to sell on your own. I have been a staunch ally and in a way I have been helping market your product here in the Philippines. In my workplace, my friends, family, I have all convinced them to switch to HTC. I know this is all voluntary, still I hope this counts for something. I even dream of working for htc. But after this hell, I think I'll just give up. You can have the damn phone. Thinking of starting a hate campaign against your company. Is there a Steve Jobs in HTC? I heard he did stuff for Apple customers personally. No wonder they have such loyal customers. If Peter Chou read this, would he do the same? I hope so. I wish I could talk to him and recommend some improvements on the company I used to love. If I was an executive of HTC, I would read some of the mails your customers send. I know you would be paid too much just to read mails, but it would mean so much to the community if you did. It shows its not all about business, revenues, profits, its also taking care of your customers. I am a supervisor for a BPO company, and that is what we look for in a person. I hope you do the same.

END

Below is an email I sent to Peter Chou, CEO of HTC. I don't even know if he read the mail personally, but anyway, I sent this email last Saturday. I was really pissed after going back and forth between HSBC Ayala and BPI Buendia last March 9. Mind you I was just walking. Then had to go to a Money changer in Makati Ave so I can have HKD300 for the shipping. Found out I had to have a HKD account before I can send the money. it cost me Php2250 but then I had to had it changed to Php again, which only got me Php1550 inreturn. I might really be stupid, but I have no experience at all of sending foreign currency. htc Hong Kong just gave me their HSBC bank then told me to send HKD249.10. The next day I decided, they could have the phone, I give up. Then again decided to send this email. By Monday morning I got a call from an international #. When I answered a lady named Wendy said they got my letter for Peter Chou. I was like whaaaaaaattttt???? She was apologizing for the experience I had and even thanked me for speaking up and giving them the chance to improve on their service. She even explained that they would love to release the htc Titan here in the Philippines but right now there are still some things they are considering. Then She said she was able to talk to the tech from HK to confirm my phone was already fixed. She said they would forgo SOP and they will pay for the shipping and will return my phone and that I just need to wait 3 - 5 business days. I was kinda skeptic at first. 5 mins after I put the phone down, a rep from htc Phils(Angelo) whom I have always been in contact with since this ordeal called and said asked If I was able to talk to Wendy. Then I asked him who she was. He said she was a Manager for South East Asia. Then I explaind to him that because I was very pissed at them, I sent a letter to their CEO. And I asked, was it possible that they got my letter? He laughed and said maybe they did. Later at night, Angelo called again and gave me a Fedex tracking number. I was like, wow! Still I was thinking, I'll believe it when I get the phone. At around 9:45am yesterday, my Titan was with me. Ten mins after, I got a call from Wendy again. She said she just wanted to make sure that I got the phone and that it was fixed. I told her it was working but I have to wait for the next update to know if the problem was really fixed. I told her how much I appreciated this. She was saying "no we should apologize and thank you for the letter and support again" and that if ever I had problems with the phone, that I contact htc Phils, and in case they can't help me, she said to look for her.

Now, I don't know if this is an isolated case, but I was really amazed by this. Until now I can't believe this happened. How can a company as big as HTC care about one persons' problem? I hope they don't get flooded with requests and all if people read this, but to myself, I keep thinking this was one of the best phone calls I ever got in my life. This could be shallow because it was just a phone, still I appreciated it so much. I waited so long for someone to sell Titan here in the Philippines, then when I was finally able to buy one, it won't update. hehehe...anyway, I just wanted to share my experience to the community. I'm trying to share this to all other sites.