Complaint Rating:

I have being using HTC Touch Phone since 12th September 2007. I had a first complaint noted in Feb 08 about the Screen Blurring during some portion of the day and normal during the other times of the day.

I registered a online complaint to the Customer Service.. and got a reply stating to contact the nearest service Agent. I did contact your HTC Care no. 80002000078 and subsequently gave my phoneto your local approved Service Agent "i2". They registered a Service Request No. 4696 and carried out certain test on the phone and upgraded the software and returned the phone stating it is now working properly with no blurring and hanging.

But the problem kept on repeating and I did not trust the Service Agent and kept on using the phone until one day the phone started giving more troubles by hanging after every phone call. I revisited the Service Agent and gave my phone for repair under a new complaint no. now 11359 dt. 21.05.2008 Yesterday I went back to know from your approved Service Agent that the Mother Board of the phone is damaged and needs to be replaced.

They blamed me of Drop - Damaging the phone which is the cause for the Mother Board Damage. To summarise my complaint i would like to bring to your notice some important issue The Service Agent you have appointed is shelling of his repsonsibilities of repairing the Phone and trying to blame the customer for mishandling the phone. I request you to look into the above matter seriously and reply to me with a positive note.

I being a QA Engineer and having little bit of knowledge on Root Cause Analysis suggest that proper investigation needs to be done before identifying and eliminating the problem. My initial research on the phone says that as the Personal Digital Assistant (PDA) works on Microprocessor it emits heat and when it is being kept in the pouch as provided by the manufacturer. There is no way the heat can be dissipated. I believe you shall look into it.

Thanks & With Best Wishes Your Disappointed Customer Imran Iqbal