I have always wanted to buy a smartphone after using a Nokia N73, Nokia 2610 and a Nokia Supernova. And so when the HTC HD7 was up for 19k at SoSasta.com – I wasted no time in buying the phone. I always wanted to buy a Windows Phone 7 and a phone with almost 10k off the discount – it was a STEAL ! . So the phone was ordered and was to be bought at Pune ( The Offer was valid in Pune ) and Tripod collected the phone.

The Phone !
I got the phone on 6th July and I might have used it for a week ( No Reviews for now – That would be another post ) when one fine day the speakers stopped working all of a sudden. I could hear the music and everything when I plugged in the headphones but the speakers – no sound ! I decided to go to the Nagpur HTC Service Center and check out with the issue ! I am going to narrate the entire incident in a chronological order
11th July : Phone Speakers gone kaput .
13th July : Visit to the local HTC Service Center. Nikesh, the manager tells me there are two options
1) Get Phone Speakers repaired
2) Get a Replacement
Since I did not like the idea of my phone being opened up just within 10 days of buying the phone – I opted for a replacement. That is when it all started ! The Manager told me – I would have to go to Pune to get my phone replaced and told me there is *NO* other option. He told me he can go to Pune for replacement but that would cost me 2000/- which will be for his travel and other charges. Knowing that he was trying to make a fool outta me – I refused and went back home.
I decided to call the HTC Service Center. The Customer Rep informs me that the replacement will be delivered in Nagpur itself and asked me to go back to the Service Center and talk to the Manager. I go back and the manager seems confused. I call up the HTC Service Center and then the Customer Rep and the manager talk to each other, inside the area where customers are not allowed. So after the conversation, my phone is accepted for replacement and I get a Job Sheet done ! I am told I will get a replacement in Nagpur *within* a week.
I am also told that I will get a call the next day about confirmation. I ask “Confirmation, about what ? – Isn’t my phone replacement confirmed ? ” to which I get an answer that it is confirmed I will get replacement – I will get more details about it tomorrow.
14th July : No call from Service Center neither HTC Customer Care
15th July :
I call up Mr Nikesh and ask him about the “more details” he was talking about and he says I will have to collect my phone from Pune itself.
I call up the Customer Care and get connected to the same person who handled my call earlier. After being putting on hold for nearly 20 minutes – I am asked to go back to Pune and collect my replacement. And this comes after nearly half an hour of explaining him what my problem is ( i.e. I can’t go to Pune ) to receive my handset.
He again puts me on hold and then this time tells me I will be given a new phone from Nagpur center itself. One thing to notice here is that I was not called by either the Dealer, Customer Care and the Service Center. I had to call up these guys which means if I had not called up these people, I would have never known about it.
I cut the phone call after assurance that I will get my phone from the Nagpur HTC Service Center itself. I tell them I would like it to be couriered it to my house rather than getting it at the Service Center. So the Customer care Rep Mr Deepak takes my address and mail id and tells me that I will get my phone within 3 days . Relieved and Happy – I ask him for a tracking number of the courier just so that I can track if the courier has been dispatched or not.
I am told that I will get a call from the Complaint Team and my phone would be delivered to the address . Below is a snippet of the conversation
Me : Can you please give me the Tracking Number of the Courier through which you are sending the phone ? I need to track the parcel.
Customer Rep : I am sorry, Sir. Windows Phone 7 does not have this feature.
Me : *facepalm*
I am then told I will get the courier on Monday ( or at the max Tuesday ). I ask them about the accessories box that I have – I am told to give back the box of accessories to the Courier guy.
18th July : Monday – No Courier Yet !
19th July : Tuesday – No Courier Yet !
I try calling the Customer Care Center and I get a Line Busy because apparently the servers are down.
20th July : I call up HTC Customer Care again and this time since Deepak is not available my call gets connected to another rep who after listening to all my problems tells me I will have to collect the phone from Pune. Also turns out that they have not couriered my phone.
*Facepalm*
Tired of dealing with these reps – I demand getting connected to a higher authority so that I can sort out the issue. I am connected to Mr Vishal Bharti who tells me he will look into the matter and call me back.
21st July : I get a call from Mr Vishal on 21st and he tells me that he will get the phone delivered to my house as soon as he gets the defective piece ( from Nagpur ). I tell him that I have the box of accessories still with me. I am asked to return it back to the Nagpur Service Center if possible by 21st night itself so as to ensure speedy replacement. I tell him it is not possible as I am at Office – I will give it next day
22nd July : I go to the Nagpur Service Center to return back the box when the Engineer there tells me that he has received no mail from HTC asking him to collect the box or send back the phone to Delhi.
Enraged – I call up the service center to find out that this guy is in a meeting so I am connected to Mr Pushpender who also knows about my case ( Heck ! Everybody in the HTC Service Center knows my case ). He calls up the Local Service Center and asks them to collect my phone.
23rd July : I go back to the Nagpur Service Center and I give them my Phone Box along with the accessories and ask them to courier it on Saturday itself but these guys courier it on Monday.
26th July : I call up Vishal Bharti and ask him the details – The Defective piece has been sent and will be received on Wednesday. My New Handset will be issued and sent on Wednesday to my house. Mail conversations between me and HTC Service Center ( in_service@htc.com ) happen which assures me that I will get the Docket number ( Tracking code for the courier ) once the phone is dispatched from Delhi HQ.
28th July : I call up again since I have not received any tracking code and Vishal tells me that the phone was received on 28th and they will be sending the phone today and code on Friday morning.
It’s okay – I assure myself – Couriers usually mess up so a day should not matter !
29th July : No Tracking Code sent to my mail. No call either . I call up again . Mr Vishal is either busy / having lunch / in a meeting. Customer Rep tells me phone has been couriered and is in transit. He confirmed this information from Vishal who is apparently in a meeting.
30th July : Mr Vishal has taken a half day leave. 2 calls to different Customer reps and I ask them to ask Vishal to call me back, No call back from Vishal.
1st August : No Courier yet . If you send a courier from Delhi on Thursday night – it should have reached Nagpur by now. I call up and again Vishal is busy ! I have dropped 6 mails till now asking him about the courier details ( These mails are to in_service@htc.com ) Highly unlikely that people won’t see this mail because they have to attend to official mails – I am sure they are ignoring my mails.
2 calls : One to Mr Deepak and one to Mr Pushpender asking Vishal to call back. No luck. Apparently Vishal is too busy reply to my mails or call me back. Some Workload he has !
2nd August : No Courier yet . Call to Customer Care Rep who tells me Vishal is busy and then tells me he is not in Office. I ask him to call me back when Vishal comes !
Update : Phone not yet been dispatched. Mr Pushpender tells me some “courier issues” and assures me via sweet talk that I will get my phone till tomorrow night.
Update : After I publish the blog post – I also mail this blog post to one Mr Yong Chen after someone told me this on Twitter. I mailed and I got a call from one Mr Vivek who got this mail from Mr Yong Chen. He assures me that he will look into the matter and call me next day to let me know when I will receive my phone.
3rd August : No call from Mr Vivek yet ! Neither from Mr Pushpender. No Courier at my house neither any tracking number in my mail . It is sad to see that even after the top authorities intervening in the issue, the attitude still remains the same. Nobody cares to call me up and give me an update about what happened to my phone.
I am now considering approaching the Consumer Forum or take any other legal ways to deal with this issue ! I have dropped a mail to Mr Yong Chen telling the same.
P.S : 1 month since I bought the phone – The Phone has been with HTC more than with me ! I’ve had enough !
Update : Seems like everytime you want the guys at India to respond – You have to drop a mail to Mr Yong Chen.
I get a call around 5 45 pm ( after EOD ) telling me that my phone will be dispatched tonight around 8 pm. All I could do was let out a big *sigh*
. All this time , I was told that my phone replacement has arrived from the HeadQuarters and now they tell me that It arrived today. So it is clear that Mr Vishal and Mr Pushpender were not telling me the truth ! .
I demanded that I get connected to Mr Vivek . Mr Vivek called me after some time and informs me that the customer reps who handle my case were suspended and the Nagpur Service Center has been terminated. Our Discussion goes on for sometime and I am assured that the Phone will be sent tomorrow without fail. Discussion to continue with Vivek tomorrow too !
August 4 : I get a call from Mr Qayyum Khan telling me that the Phone will be dispatched today. Around 5:30 pm I get the tracking code . Mr Vivek tells me that the Tracking code will be updated after some time and not immediately. *Phew*
Let’s hope the phone arrives soon !
I am also getting a free pouch ( because the pouch was stolen by Service Center in Nagpur ) – Right now , all that concerns me is getting back my phone !
August 5 : I enter the tracking code in the website of TNT Couriers to find that it is not working. I then find out that the code is 8 digit whereas the tracking code should be 9 digit. I call up Mr Vivek again and I get a call back and this time I get the complete 9 digit code. Shipment has reached Mumbai. Expecting the phone to be here by tomorrow.
It’s been 24 days since the phone was submitted for replacement and I am yet to get the replacement. Most of the 24 days has been filled up with confusion.
It really feels bad when you buy something for yourself with your hard earned money only to see it go kaput within a week ( and then experience irresponsible customer care )
HTC Phones are really good in quality but when it comes to customer care, they really suck. I would recommend you guys to buy any other phone but not HTC.
August 6 : I get the phone . But the Courier they sent had no delivery boys [ I know . WTF indeed ] , so I went to pick up my phone . On reaching the Office, I found out that HTC guys had not paid the Courier guys octroi [ or some miscommunication ] . They asked me to wait till the problems got cleared but I was reluctant .
I wanted my phone to be honest, so I paid the Octroi and told the HTC guys to give me my refund money on monday . On Monday, Someone from HTC Nagpur Service Center [ The Receptionist to be precise] , came over and handed me over the Octroi Money.
HTC HD 7 Pouch :
When I went to the Service Center, I left my pouch worth Rs 250/- at the Service Center ( My Mistake totally ). I called the Nagpur Service Center and the receptionist there told me to come and collect my pouch . When I asked him, if it was my “Black Colored, big pouch with HTC” written on it – He said Yes it is and asked me to collect it
But when I went there, the person told me he never talked to me. I was shocked. I told him that I called regarding the pouch and he talked to me – But he denied it. I ask him to ask other employees and one of the employee says that he has the pouch which he will get on Monday.
On Monday however when I call, he tells me it is not a HTC pouch and says it is a Nokia Phone’s pouch.
HTC, This is how you deal with your customers ! I am impressed. NOT
Lies, Lies and Lies : A Big Lesson that comes out from this entire incident is ” Never Ever Lie to Your Customer ” . I would have frankly never got this pissed off if they would have told me in the beginning about the problem [ Unavailability of Stock / Whatever ] and that it would take some time . Calling them up everyday and wasting my time on their phone calls . Such a pain in the ASS . !
and Mr Vivek told me that Nagpur Service Center and Customer Reps handling my case were cancelled . One Word . BULLSHIT ! . The Nagpur Service Center license is not terminated and Mr Pushpender called me up next day asking me if I got my phone or not [ Bleh ] .
Fuck you HTC . I am never ever buying a phone / neither recommending a phone to my friends . EVER
Addressing the Customer :
The Chaps at HTC Customer Service care ( Hotline ) are good at addressing the customer grievances but during one of the calls, when my phone line dropped – I called again. When someone picked it up, Someone from the background screams ” Karthik fir se aa gaaya ”
I tell Mr Pushpendra during one of the conversation that if I don’t get my phone within a week – I am going to the Consumer Forum . He Replies – Sir, you can go to the Forum : I am not concerned with that . We will deliver your Courier within a week !
IS THIS HOW YOU RESPECT YOUR CUSTOMERS, HTC ?
I also bought a Screen Guard from Flipkart which is now gone with the old phone. So if I go and buy the accessories again – it will cost me 1k more. *sigh* so much for buying a phone at a discounted rate
P.S : Looks like HTC never learns from past incidents . Manish Kungwani, also faced a problem with HTC . Go read it here