Htc Touch — AUTHENTEC DUBAI - BAD SERVICE
VERY POOR SERVICE by AUTHENTEC - HTC CARE - CELLUCOM - DUBAI, UAE
It is out of total frustration for the second time that I have decided to write.
My HTC Touch (P3450) phone developed a problem on the screen (not on the outside, but on the inside) in September 2008 while the phone was still under warranty. Despite the problem not being due to misuse, damage or any such thing I was told there will be a charge of AED 250. The problem was on the 'inside' for the touch screen developing like a bubble which disables the touch functions.
At the time, the phone was given for repairs, I was told it’ll be repaired in 3 working days and that I’ll get a call informing me if the problem can be cleared under warranty or if it is a chargeable issue. I did not receive any call for many days. When I followed-up, I was told the problem was with the bezel assembly and is not covered under warranty. There was going to be a charge of AED 250. No other explanation could be given why the bezel is not covered under warranty when there is no physical damage or misuse and the phone was within the warranty period. Again I received no call from the service centre. Only when I followed-up and called to check did they tell me the phone was repaired and ready for collection. Paid AED 250 and collected the phone.
Five months later, again the very same problem has occurred. There is an internal problem with the bezel. No damage or misuse of the phone at all, yet a problem has developed on the ‘inside’ of the bezel again. The phone was given for repairs again on 18th February 2009 with a full explanation (Several days later Service Order - C012M01927). I was told the phone will be ready after 3 working days, but will be informed if the problem is chargeable. Again absolutely no contact from anyone for over a week. When I called to enquire, I was told there will be a charge of AED 250 again for the bezel to be replaced. I requested the same to be verified as I do not understand why I have to keep paying for a manufacture defect. More days passed with absolutely no call from anyone. Only when I called did I find out that the call centres attempts to get an explanation from the service dept has not been successful. Despite promises of someone contacting me, no one has contacted me to date.
I requested to speak to a supervisor or manager to get clarification on the issue, but no one was able to escalate the problem. Apart from having to pay for manufacture faults, I have to put up with terrible customer service. From the time a call is placed, it takes anything from 8 to 17 minutes to get a person to attend the call. Many time the phone is never even answered either by the automatic system or the call centre rep.
After more days, I followed up again, this time requesting to escalate the problem to a supervisor or manager. I was told there is no such person I can be forwarded to and that I should write an email to [protected]@cellucom.com. I did. Got a prompt (automated) reply saying the complaint is being looked into and someone will get back to me. Few days pass ... no one contacted me. I wrote another email and waited 3 more days. Still no one calls or replies to me. Today I called up the customercare again [protected] asking for a manager to speak to. They are unable to forward me to any such person. Apparently the Service centre manage Firas or his team do not have contact numbers to receive calls !!
Today is the 8th of March. I still have not heard from anyone !!
I have heard and seen many disgrunted customers at the HTC Care centre - Authentec.
HTC should seriously look at replacing their service partner.