yashsingh1/xdaforums huggingface dataset:
[Nexus One General] maxawesome:
Common courtesy goes a long way in dealing with any kind of support system.

If I got a letter from you in ALL CAPS I would wipe my ass with your claim in the employee bathroom, and intentionally misroute your calls.
[Nexus One General] McHale:
It was horror stories like this why I was afraid to send in my N1 for repair (yet some of the newbs in that thread called me a troll because according to them NOBODY ever had any problems sending stuff in). Sorry to hear about your issues.

I will say that I shipped mine in for repair and they shipped it back repaired in a couple weeks and it's been good as new since. My experience was fairly good though there were issues like the website said my case was closed before it was anywhere close to being done. Also, they didn't tell me what they did to repair the phone so I opened up a new trouble ticket to find out. I never heard back...
[Nexus One General] mrbkkt1:
Unfortunately a company called telamon is subcontracted to do the repairs and swaps. It gives HTC a bad name when they screw up, which is why they (seervice reps ) probably laugh when people talk about legal action against HTC.
[Nexus One General] MaybachMan:
Or send it to me? ;)
[Nexus One General] mixxy:
thank god you're not one of the people there right?

Im sure that after calling in 40+ times would not anger you either. I mean come on, if someone is telling me they will call me back everyday for 30 days with updates about my lost phone and ticket, and doesn't do it I should send them a muffin basket, not be angry. Of course the phone that I paid 600+ dollars for, and had to send in before getting a replacement back can be with the repair center for 3 months and then come back to me, not even touched and I should praise them with gifts and thank yous.

imbecile.
[Nexus One General] maxawesome:
It's probably the way you treat them when you've got them on the line that results in them perpetually "losing" your ticket.

Imbecile.
[Nexus One General] mixxy:
Seriously, if you don't know what you're talking about, then please don't speak.
[Nexus One General] techlogik:
Easy to say when you are sitting on the other end of a telephone.
[Nexus One General] jashsu:
Three words: small claims court.
[Nexus One General] McHale:
did not know that. I'm always scared when work gets subcontracted out.

-Mc
[Nexus One General] mrbkkt1:
Nah, you've had one of the worst experiences I've seen so far. On a side note, another phone came to me with the same reference number. I now have 2... I don't think they have any clue. I guess I will call them.... within 72 hours. I'm sure mixxy understands the irony in that statement.
[Nexus One General] Vapaus00:
You're not the only one

You're not the only one complaining. In Romania they have a completely different procedure: they never replace your phone, they make you wait until your old one is fixed ( 2-4 weeks ) and as let's say HTC has no service in Romania the devices go to a random service the carrier has a contract with. I think it's better for you.
[Nexus One General] mortuus82:
Wow this is sick thing to read, its almost like u can sue them for robbery :confused: really how can they do this to a customer its beyond me... :rolleyes::rolleyes:
[Nexus One General] bountygiver:
TS, what country you from, coz hTC got different distributer in different countries, like in Malaysia is SiS which sux, my hd2 took 1 month 2 weeks, while I seen some malaysian claim at Singapore and come back in 1~2 weeks, different distributor = different service.
[Nexus One General] Link1993:
When I bought my touch pro 2, I had a problem with the enter key... I send it back to HTC, who send me it back "repared". "repared" because they did only a ROM update. The problem was not repared... So, told me : "ok, I have just to press harder on the key... it will not be a problem..."

But, 6months later, the end call key was "down"... When I pressed on it, it could not press out... So I send it another time to HTC... Become it back, was repared.... but the phone was not completely closed... I couldn't close it myself... So, send it again.... Now, I am wainting for it... it'll be 1 week since a send it.
[Nexus One General] retsam88:
Wrote once to HTC Customer support about brand new o2 orbit 2 and camera issues. Phone was on the market for half year, yet i got response that "This device is no longer supported." F*** HTC Support.

HTC makes lovely hardware, yet suck big balls at support and software.
[Nexus One General] lavs:
Okay I have read most of the stuff on this thread and i might have a solution to all this.

I bought my htc touch 2 yrs back and aftera while it used to just shut off on its own .. so I called up the customer service and as usual there was no response . I even tried to call the India office but the phones given on the site were not working. I was very pissed off at the customer service that I just made up my mind to get it done nehow . What I did was get hold of the names of CEO and founder of HTC .. and then through some P&c i got the exact email id of HTC founder Peter chou i guess. I just mailed him the entire issue of the incompetent customer services and withing 15 mins ASia office and india offices.

Within 3 days i received new batteries but still the set was not wrking properly .... even the battery was going out very soon .... so I again contacted the person in india office who was given charge of the case... he changed the set .... but again the problem started to come up in the set and I was so pissed off .. I mailed the CEO again about the incometent sets they are producing and the customer services.... the same day they changed my set to a new htc touch 2 ......

I guess I had given you guys enough info to get hold of his id or if needed I could give u guys his email id and Asia Head email id and neone who has been facing a big problem can directly mail and see for himself his work done.

All in good faith :)
[Nexus One General] P00r:
Lot's of Phone call not letter, first step of a complain would be to write your issue with imei and tracking number, make this letter registered and give them 30 day to sent back a replaccement unit or they get sued! This will be more effective than rellying on a new customer service agent.

Hope you get this fixed before the nexus two is availlable tho...

I think the previous poster idea of sending a mail to the president can't hurt either...
[Nexus One General] Dai323:
THATS what Im talkin about! I know alot of you might not believe that story, but I witnessed one similiar that was even more epic!

At my old sales job in 2005, we basically pitched Fortune 500 companies with 5 and 6 digit sports hospitality packages for their VIP clients. One of the top salesmen there was named Daryl. He had a problem with his Dell laptop, and went through the same type of BS emails for 2 days. So after that, he put his skills to use..

I kid you not, through research and using his resources he had accumlated through the job, he got the mobile number of the CEO OF DELL EUROPE!! He called him up and told him his name. The guy naturally was taken back, but somewhat impressed that he had managed to get his number. Daryl said "well, nobody else took this seriously, so you were my last option". (AWESOME). He told him his problem, and the CEO asked if he could write what he just said to his direct email address (which he gave him).

3 hours later, the CEO called him back PERSONALLY and apologized. He then (I **** you not) told him to go onto the DELL website and use the custom build a pc feature to custom make the laptop he wanted to have. Daryl naturally cutomized the laptop with every high end component available on the site. At the end, it was almost a 6,000 euro laptop. He then emailed the CEO back with the laptop he wanted, and 48 HOURS LATER it arrived at his door! I have seen the damn thing myself, along with the emails and can confirm that this story IS NOT BS!

Just goes to show that some CEOs really do actually try to represent what their company SHOULD stand for.
[Nexus One General] bart3385:
HTC support is incompetent. The tech people they hire are probably just watching porn and devouring pizzas on their office desks. They don't do anything. They don't think. And worst of all, they never actually read customer complaints. All they do is issue out standard responses. I wouldn't be surprises if it's done automatically by bots.
[Nexus One General] louieyasashi:
its very scary.. I came to HTC singapore for the repair of my HTC HD2. They told me that I can get it after 5 working days. I send on Friday and told them that I will need my fone nextweek for I will travel abroad. I was shocked the following week on the next Saturday (8 days after), my fone is not yet repair. They told me that they need to wait for spair parts. Aiyoh! I have no choice but to wait and I go abroad without my HD2. Bad expirience for me. I have also request to change my Headset since its not working. The said out of stock and they give me a code to follow up. They said when there shipping arrive they will call me. Now its been 2 Months already and till then they never called...hays!
[Nexus One General] lavs:
If neone is really interested in getting the email id plzz PM me personally but I would just like to throw in a advice that only use this in case all other options have been exhausted as I for one would not like this golden goose to go away from my clutches. I just want these incompetent customer service ppl to get it in their heads that either they improve or face the wrath.

cheeers
[Nexus One General] bart3385:
I'd get them to custom build an HD mini with 1gHz processor, 512 RAM, and 1500 mAh battery.
[Nexus One General] Johev:
+1 Just to show my support, good luck and keep us updated.
[Nexus One General] ajaxman93:
I would've told them to go **** themselves and that Motorola can have my business instead.
[Nexus One General] busterdan:
I am having big problems with HTC at the moment... they still have my HTC DESIRE and wont repair or return it unless I cough up money that they never told me about in the beginning... since then I have been promised call backs and rarely get them...

I will need to ring them tomorrow and yet again I will speak to someone in their "Care" team who will be useless and not take any responsibility.....

There is only one way I can see this going and that's down a legal route.
[Nexus One General] pnharrison:
Similar Problems with HTC UK

I've read this thread with interest and I thought I'd share my recent experience.

My problems with HTC (UK) started when my HD2 developed poor reception back in July.

I was initially impressed that HTC quickly arranged a courier to collect it for repair under warranty. A week after they received my phone they contacted me to tell me it was badly damaged and would need a new screen for about £150. They sent me a photo showing a smashed up HD2 (not a cracked screen, but a totally smashed screen). I was rather shocked.

There then followed many frustrating weeks trying to get to the bottom of what had happened to my phone.

- it took HTC a further 3 weeks to supply me with with a picture that showed this was actually my HD2 we were talking about and not a case of mistaken identiity

- numerous phone calls and emails went unanswered. It feels like I must have spoken with most of their customer service team. I have a long list of names written down.

- when I asked HTC to check the packaging the phone was sent in, they initially told me it showed no signs of any damage in transit, and later told me they had in fact destroyed the packing as soon as the phone arrived (why on earth... ??)

- over these few weeks they opened 3 seperate tickets on their contact sytem for this one problem

- they later sent the phone back to me "because I had made no contact with them". Brilliant!

- with the phone back in my possession I could see that it looked like the back cover had been taken off at some point ("void" sticker moved) and the original fault (poor reception ) had been fixed. Very strange.

-I suggested that the phone must have been damaged by their courier or whilst at their service centre.

HTC claimed it must be my fault and refused to do anything unless I paid the £150.

- The service staff I spoke to steadyfastly refused to give me that name of the person responsbile for customer services in the UK, always maintaining that there was absolutely nobody that I could escalate this to.

After coming up against a brick wall, I realised my only course of action now would be to do down a legal route; which for me in the UK is the small claims court. Last Friday I sent HTC a recorded notification of my intention to take legal action.

Yesterday I got a courtesy call from a very polite man from a different HTC Support centre (oh! so there is an escalation team ??) to tell me there were looking into my case....

If anything interesting happens, I'll post an update here...
[Nexus One General] busterdan:
Thank you for you post... I am also in the UK and although the case is slightly different the outcome so far has been exactly the same... if you have any contact details for the "polite man" I would really appreciate it if you could let me know. I too am in the situation of going to the small claims court now (as much for a loss of service, repeated phone calls, wasting my time.... as well as replacement of my Desire which they still claim is damaged out of warranty).
[Nexus One General] busterdan:
Well there certainly is a Care Management team and I have just spoken to a Care Manager... completely different experience... I now feel that someone is going to do something and come back to me as promised later today... will update with their comments.
[Nexus One General] speechless2010:
Definitely agreed to what you said!!!
[Nexus One General] speechless2010:
HTC Online Customer Services work like ****!!! I have my HTC HD2 for couple weeks ago with the problem of 'Sleep of Death' and I had been sent many emails to the department and they never know what is the problem like and just advised me to do all the such as waste time procedures on my HD2! At the end, they just ask me to do the Hard Reset on my HD2!!! Very Very Very disappointed with such as the customer services provided by HTC company. This is my 1st HTC phone and will be the last HTC phone for me too!
[Nexus One General] ohgood:
charge back ?

so, did you ever issue a charge back on your credit card ? (please, this is a simple yes or no answerable question)
[Nexus One General] busterdan:
Well I got a call back as promised... but the earlier understanding and keeness to resolve the problem had been replaced with a tougher line.... "I have spoken to the Escalation Team and they have decided that unless you pay for a repair or pay for the return of the unrepaired handset there is nothing further we can do".

I asked a number of other questions around the replacement of parts that were not in anyway faulty (plastics for example) and that I wanted to have their decision in writing to pursue a legal claim against them. One thing I forgot to ask was if they had listened to the original telephone call when they offered to repair the handset with no mention of warranties and return fee's.

In there opinion the phone has suffered water damage and there is corrosion to support this..... that is that!

Anyway the person was trying to be helpful and has even gone away and promised to call me back again tomorrow... I'm not confident and to be honest it looks like I will have the hassle of small claims courts to contend with.
[Nexus One General] jashsu:
The best part of small claims court is that while you may think it is a hassle for you, it is an unprofitably expensive hassle for most companies. Assuming the local branch has a legal team, it is probably set up to handle business-scale legal matters. The cost of hiring attorneys to defend in SCC in many cases is simply greater than the cost to refund you the cost of the device or a new replacement.

Shaming a company's poor customer service on public forums has its purposes, but if you just want to get the problem resolved, put a reasonable effort into resolving it through the normal channels (through cust service) and if you feel like they are just giving you the run around, use the law.

Edit: Also, i've rarely ever had any sort of customer service department call me back as promised if the case is a RMA or warranty repair. If someone is promising to call you back, and you think they're just trying to get you off the phone, the bull**** alarm should be going off in your head.
[Nexus One General] :
I have a similar horror story (ongoing) with the same call/repair centre. I recognised all of the names you mentioned. Mine has been ongoing for five months now! :mad:

I have posted a detailed description here:

xdaforums.com/showthread.php?t=801138
[Nexus One General] mixxy:
hello everyone...

im so glad that since this thread was started, many people have come out and shown their support, as well as shared their cases with the rest of us.

a lot of you probably missed my post about the resolution of my case a few pages back (please do so). I will also update my first post to reflect so.

As for legal action, no. I notified HTC that I was preparing to take legal action and rather than saying that to the call centre (to whom i had said that already maybe 3-4 times), i notified the HTC Legal department directly and that is when the case was handled.

As for the credit chargeback. My CC company would take AGES to issue a charge back to me. For me, a transaction has to be disputed first and then an investigation is carried out, and then the refund is issued.

As for the rest of you gentlemen, I sincerely suggest that you get in touch with HTC HQ. Their info is easily found on Google. Once in touch, speak to the call centre president and go from there.

The call centre is just incompetent. Also, calling HTC HQ will only work for those of you located in the USA/CANADA. For those in the UK or elsewhere, you would have to find your own local/national HTC location and go from there.

Its very sad to see all the hassle people have been enduring. In the first few pages, people came in and said to me "oh, youre one of 10000000 people who this happens to". According to these posts, I would state otherwise.
[Nexus One General] tyrannos:
I've had my HTC Hero in repair for a total of 3 out of 12 months. Each new issue occurred after the previous repair - firstly a faulty USB connector, secondly a SD slot issues, thirdly lack of wireless connectivity (!) then lastly a touchscreen that only works on the top half of the interface, meaning I couldn't access menu items or generally use the device.

Basically, my experience with the phone (and consequently, the customer service) is nothing short of ridiculous. HTC see the repeated repairs as relatively normal and will not replace the device for me.
[Nexus One General] KROMO50:
Wow thought I was the only one having problems. I am on my 5th nexus one and still have not got a fully working with out issues.
[Nexus One General] busterdan:
Well HTC once again told me today that they would not repair my Desire unless I paid the full fee.... I have told them I will let the courts decide. In the meantime they have agreed to return the handset to me free of charge.... probably just to get me off their backs.

They have also said that I will get it back in the semi-working condition that it was received in.... I will be carefully checking it for damaged caused by it being opened by them.
[Nexus One General] busterdan:
Every cloud has a silver lining... well sort of...

I've got the phone and guess what.... it's fully working... I don't think the software is the latest but it is definitely fully functional and no longer in safe mode... I am very happy especially that HTC have not fleeced me for nearly £300.
[Nexus One General] jcamposlisgolfe:
I'm very, VERY, disapointed with the so called Customer Service from HTC. Not only for the lack of technical knowledge of the phone assistance(based in Cairo, for Portugal!)but mostly because they dont pay any attention AT ALL to our constant contacts. I've been 8 (eight) months with my HD2 "based" in Casablanca-Moroco (I'm living in Lisbon-Portugal) always with one hour less, wich was a mess every morning with the wakeup alarm!! Bad. bad, service.
[Nexus One General] nexusdue:
That's not 100% true (though probably true for 99% of cases).

Lenovo Thinkpad/IBM customer service is really great. They will not bend the rules for you first time but if anything goes wrong, they will do backflips if it makes you happy. (Had a lenovo tablet pc that I sent in for some USB ports that did not work - laptop came back but the touchscreen no longer worked. called back, talked to a supervisor and asked for a technician to come out, since they screwed up the repair and I couldn't be without a laptop for another week; he promised he would call back. Next day, 8:00am he calls back and arranges for a technician to come out.)

My experience swapping N1's with Google/HTC also was pretty good/quick.

Having said that, I am still pissed at HTC how they lied about the graphics driver on the HTC Kaiser (and similarly how Lenovo blatantly lied about SATA2 support on their x6x laptop line)
[Nexus One General] disgustip8ted:
this shouldn't be classified as a horror story

i see no mention of zombies, blood or gore what-so-ever
[Nexus One General] mixxy:
way to bring the thread back to life.

i just want to point out to all those people who had said "you are one of a million customers that have this much trouble", look, look what happens when you reach out.

ive been pm'd by about 58 people OTHER than those who posted in the thread asking for advice and contact information. People who have had similar horror stories in dealing with the absolute horrendous customer support team for HTC America, apparently sourced to Telemon (i highly doubt this but hey anything is possible).
[Nexus One General] bart3385:
The horribly incompetent customer support is for real. It's as good as non-existent. This is not an exaggeration. I've experienced it myself.
[Nexus One General] Amita123:
I really need the email ID you used. Kindly help asap .
[EVO 4G Q&A, Help & Troubleshooting] soundwavedj:
Can I do the update over the air if I'm using a custom ROM? I thought I read somewhere that other OTA's have bricked phones.
[EVO 4G Q&A, Help & Troubleshooting] Award Tour:
OTA updates don't work on custom ROMs. If you have unrevoked forever and don't want to wait, you can just flash back to stock everything to get it back to working. Otherwise it'll only take a few hours after release for a rooted version of it to be released in the forums.
[General Questions and Answers] ColinC1:
got a samsung GT M800 (Pixon 8)

plugged it with usb cable for first time ever last night and noticed that on a programme i use it said beside it android ??

it doesnt appear to be android can anyone advise me on this, even if it can be put to android how to do it etc ....

cheers colin
[Android Software/Hacking General [Developers Only]] shekki:
I currently have CM 6 installed and it's great. Although I don't like the launcher that comes with it, which is ADW. I have Launcher Pro instead and use that as my default. However I noticed that ADW still has some processes running and I wanted to know if I could push Launcher Pro to the phone and have it be the primary launcher instead of ADW? Would that save some memory on my phone?
[Galaxy S I9000 Q&A, Help & Troubleshooting] Adevem:
is there any way to change that damned emoticon shortcut key back to a return key?

as far as I know, all keyboards in other applications(browser etc.) EXCEPT for Messaging has that damned "feature". also, I'm on my stock Asian rom (DXJG4). europe roms had no such "feature" for sure. god damned. lol. I can flash an euro rom but i flashed back to stock for froyo (fingers crossed).

that aside, it's pissing, I want my return key!

any help is appreciated. I know handcent offers that option but I'm looking for a solution for the stock messaging application.

thanks a lot!