[Nexus One General] addadi:
Hi,

I’m a very well kept Nexus One owner. Had a problem with my power button recently (power button would occasionally not work until it almost never worked) and I called US HTC customer service to ask for a repair. I’m in warranty period of course (as the phone was just introduced this beginning of the year). So I thought that it’ll go quite smoothly. But HTC made the repair an impossible mission.

I first opened a call on Sept 5 for a repair (I asked specifically not replacement, because I wanted to keep my AMOLED screen, and I repeated this request several time) but it was wrongly opened as replacement. I called them and told them about the mistake, asked to covert the call to be a repair. It’s not so easy with HTC because they have to close the replacement call first and open a new call for repair. Since it was Sunday, they couldn’t cancel a call they opened by mistake just 15 minutes before, it appears that on Sunday they don’t have the authority to close/convert calls or to open new ones if one already exists....

I had to call them again on Monday the 6th and open a repair call. Then I've sent them the phone. It arrived to you on Sept 13th. HTC notified me by mail that there's a quote waiting for me (although the product is in warranty) I asked, using your on-line form that they'll get back to me with clarification regarding the quote. Here’s starts the problem - That didn't happen so far. On the next day, the 14th, I call them and they told me that the case is cracked that's why HTC issued me a quote. It surprised me because the phone was sent to HTC repair center in mint external condition and I asked to get pictures of the cracked case. HTC call center first promised to sent it within two hours. After not receiving pictures within two hours I called again and then I was notified by that actually the pictures will arrive up to 48 hours. Since I didn't get them by the 16th. I called again and this time HTC call center agent said the pictures will arrive within 72 hours since I requested them. I also ask to speak with a supervisor that apologies that I previously promised to get the pictures within 48 Hours (supposed to be on the 16th) and promised to me to get the pictures by the the 17th end of day. It didn't happen. I called again on the next Monday the 20th and a HTC call center supervisor claimed that the 72 hours has not yet passed! And I should wait more additional days to get the answer. At that point I told them that I expect them to repair the phone free of charge and they filed yet another escalation for that (to be answer within the regular 72 business hours...)

Today is the 24th - No pictures have been received and no answers to any of the escalations. Maybe the 72 business hours are counted using a special HTC clock that is stuck.

I’ve them again today, as they never contact you by phone. The most they can do is send a mail with apologies saying the case is being check and I’ll get response within the next 72 business hours. Ridiculous! Anyway today, after waiting for 30 minutes to talk with a supervisor - I got the exact same answer - they’ll escalate it and return to me within 72 business hours. I told them that I already got this answer and as of now, after being escalated for 4 times and after who knows how many “72 business hours” passed already. I don’t believe that I’ll get an answer from them and asked to speak with somebody in the repair center. The call center supervisors are completely useless: they cannot promise anything, they cannot answer any definitive answer, they cannot contact HTC repair center or their HQ. They just apologies and return themselves endlessly and pointlessly.

HTC repair is a nightmare. I think people should be aware that they have horrible customer service process, repair and call center. I definitly warn everybody that wants to buy an HTC - They just not deliver when you need their repair service :(

Anyone here with advices I’ll be glad to hear...

Thanks,