HTC Reviews 

Another example of terrible customer service.
Happy to sell stuff not so good when u have a problem with their product.

My htc10 phone was still under warranty and the camera stopped working. I sent it for repair and they quoted me £308 to fix it because the screen was scratched claiming this makes it out of warranty. This is like going to the garage to get your engine fixed and being told they will only do it with a full repaint of any scratches as well. What a scam! Obvious way to get out of fixing their faulty equipment,I mean who has a phone with no scratches... Whats more, they want me to pay £27 to return it unrepaired. Totally unethical company.

Ordered a HTC U11 Life here in the UK, in good faith and promises from HTC to deliver timely security updates and software updates. My phone has received many software updates, the signal is the best I have ever had. Great camera and Sound from the built in speakers are very good. I really like the phone, and i'm very impressed with the service provided to me. I would definitely recommend this company to anyone and i will be buying another upgrade from them once its time for my contract to finish. Brilliant customer service and the prices of the mobile phones and variety of contracts seems to be the best i have seen! Would recommend.

My HTC 10 is the best phone I have ever had. I purchased a phone on Thursday, my order was confirmed with a successful payment notification from the wonderful customer service. The phone was shipped to me after 48hours of placing order or thereabout. I'm extremely happy with this service especially because of their excellent offers mixed with great and fast service. Would definitely recommend this site to friends and use again in the future.

I don't know what to say any more. I've scanned a few of the reviews and there is one on here from Nov 29 2018 which contains *exactly* the same story as mine.
Sent my phone back as I put it on charge one night and woke up to find it was dead.
Within minutes of the UPS tracking showing it arrived I got sent a link to a repair ticket that said my phone was out of warranty and would not be repaired. In good faith, assumed it was an error so contacted them only to be sent back a photo of a broken phone and a serial number photoshopped onto it telling me that was 'proof' that it was damaged. When I filled out the form on which you have to put any damage, it came down to "no marks worth noting" followed by multiple bubble wraps and air cushions before it was sealed in a box and collected.

Months later, hours on the online chat have got me nowhere - I have asked multiple times for the packaging and paperwork to be located to understand how we get from "no marks worth noting" to a smashed screen and a complete parts list for a phone that I need to pay for - and now all I get is some woman who calls me about once a week when I contact them and screams (yes, she actually screams) down the telephone that by offering me back my broken phone without admin charges or the opportunity pay 50% of a £700 bill for a phone that I didn't damage, she is helping me before hanging up. Totally ignores my requests for further proof (IMEI number? Box? Packaging? Paperwork?) - yes I can get you those, has been screamed at me multiple times....followed by total silence.

Months later after multiple attempts I am phoneless and out of pocket.

And now absolutely stunned to read a review from someone else posting *exactly the same* sequence of events. I am fully expecting to get back am empty box if I ask for my now broken phone (as one person has received).

Do not under any circumstances even buy a phone from them - and if you have, do not send it to them for a repair. Swallow the cost and take it to your local phone shop...you will be far better off.

This is the best manufacturer of mobile phones I have encountered. I have a HTC Desire 12 and had it for approx 6 months. I sent my phone to HTC for repair as the back and minimize button wasn't responding at all. I phoned up customer service to arrange this and the man was very patient to explain the process clearly. I had a ticket sent to my email. And got my phone sent to the customer service for repair.  I would highly recommend buying a HTC phone as the warranty will always be guaranteed with any slightest scratch or damage and they charge less for a repair. I got my pone back within days in a perfectly working condition!

Worst company I have ever used for service and repair. Don't buy any phones from them. My HTC desire 12+ keeps locking up and won't switch on unless you do a hard reset. I have just sent it back for the second time and fully expect it returned un fixed.
I tried quoting consumer rights to them requesting a new phone, but they state their policy is the repair it 3 times and then I may get a replacement phone.
I fully expect it to fail again and then have another argument with the unhelp customer services(some where in Eastern Europe). Phone get repaired in Poland and sent back, normally in 7 days.
I bought this phone last June and it has played up since 3 weeks of turning it on.
Never buy from HTC again. Fully expect them to go bust with the crap phones and services they supplied.

ENGLISH:
I have bought HTC mobiles since they started selling them; and have always been happy with them. It was once a good mobile at a reasonable price and became more and more a good mobile at an expensive price. However, this is not the worst.
HTC has decided to close the Danish support. And the English support is nonexistent.
Last year I bought an HTC U11 +, which didn't work properly right from the start. I contacted the Danish support and was told that it had to be sent to repair, even though it was completely new.
It came back after a very long time, had to go in and check the website several times, which stated that the return was postponed.
And after I got it back, there are still problems with it.
Now I got hold of the English support as the Danish closed in the meantime.
They just make me wait. I have been chatting with the English-speaking support for over a week now without getting an answer as to whether I can have a new mobile, which I asked for the first time it broke, or whether they required it to be sent to repair again.
Here is the transcript of the last chat, where they just repeat themselves again and again ... Very frustrating!!!

I have removed the name of the agent, as it is not allowed to figure here, otherwise it is with typo’s and everything, as it went a little fast on the keys once in a while ...

Transcript at the bottom of the danish translation.

DANSK:
Jeg har købt HTC mobiler siden de kom frem; og har altid været glade for dem. Det var engang en god mobil til en rimelig pris og blev så mere og mere en god mobil til en dyr pris. Dette er dog ikke det værste.
HTC har besluttet sig for at lukke den danske support.
Jeg købte sidste år en HTC U11+, som ikke fungerede optimalt helt fra start. Jeg kontakter den danske support og får besked på at den skal sendes til rep, selvom den er helt ny.
Den kom tilbage efter meget lang tid, måtte selv ind og checke hjemmesiden flere gange, hvor der stod at tilbageleveringen var udsat.
Og der er stadig problemer med den.
Nu har jeg så fat i den engelske support, da den danske i mellemtiden lukkede. Og de får mig bare til at vente. Jeg har nu i over en uge chattet med den engelsk talende support, uden at få et svar på om jeg skal have en ny mobil, som jeg bad om første gang den gik i stykker, eller om de forlanger den skal til rep igen.
Her er transkriftet af den sidste chat, hvor de bare gentager sig selv igen og igen... Meget frustrerende!!!

Har fjernet navnet på agenten, da det jo ikke må figurere her, ellers er det med tastefejl o.l. da det gik lidt stærkt på tasterne en gang i mellem...
------------------------------------------------------------------
"Chat Transcript
Fri, 18 Jan 2019 07:47:18 COT Support
HTC


Messages


You: I have contacted you several times, but I'm still waiting for help

Support: Good afternoon, Lia. Thank you for contacting HTC. My name is Xxxx, a technical support specialist. I will be happy to help
you. We are currently processing your request.
Thank you very much for waiting.
Support: How can I help you, Lia?

You: I was told to wait 5 to 7 working days, it has been 7 working days and I still havn't gotten an email.
You: I would like to exchange my mobile, that is not working proberly, for one that is working or get my money back.
You: I am very unimpressed with the service HTC has given me. As I have bought a quite expencive phone, that has never worked proberly
You: I have already sent it in for repair once, but it is now the same. And more faults has come along on top of that.
You: I don't mean to take it out on you Xxxx, but you are the one on the other end this time. And I am getting very frustrated...

Support: I see that your case was escalated, but there is no reply to it yet.
Support: We hope to have it on Monday, 21.01.2109
Support: After 02:00PM

You: I don't really care if there is no answer yet. It can't be so difficult to give me a new phone, when my phone who is well inside the garantie is broken with the same problems you already tried to fix
You: So please get me an answer now...
You: Or get a hold of someone higher up the chain, who can make that decision pleas.
You: I have a phone with no bluetooth conection half the time and no sound on alarms. I need these things in my everyday life. So you can't just ask me to wait.

Support: Your case was already escalated to our superiors, but there is no reply to it yet. We hope to have it on Monday, 1.01.2109. After 02:00PM. As soon as we have it, we will contact you immediately, Lia.

You: Again... This is unacceptable

Support: I understand your frustration, Lia, but, unfortunately, there is no reply to it yet. We hope to have it on Monday, 21.01.2109. After 02:00PM. As soon as we have it, we will contact you immediately.

You: I have read you message, it dosn't help to repeat it. You have go get a hold of someone, who can make a decicion now. I have waited as you asked me, even though I don't get why you needed time for that in the first place. MY PHONE IS BROKEN, and I need a replacement. Like yesterday

Support: I understand your frustration, Lia, but, unfortunately, there is no reply to it yet. We hope to have it on Monday, 21.01.2109. After 02:00PM. As soon as we have it, we will contact you immediately.

You: You can't as a company sell expencive phones, and expect to keep your costumors to be loyal, if you don't have any service!!!

Support: We understand your frustration, Lia. Your case was already escalated to our superiors, Lia. We hope to have an answer to it on Monday, 21.01.2109. After 02:00PM. As soon as we have it, we will contact you immediately.

You: It doe's not help just repeating your self... I have waited more than a week already. Så please get someone on the line, who is authorized to make decisions. Instead of just stalling me.

Support: We understand your frustration, Lia. Your case was already escalated to our superiors, Lia. We hope to have an answer to it on Monday, 21.01.2109. After 02:00PM. As soon as we have it, we will contact you immediately.

You: Is this the normal procedure, when you have a complaint?

Support: ur case was already escalated to our superiors, Lia.

You: Please get a superior to the computer, so I can communicate with someone who can actually give me answers.

Support: Your case was already escalated to our superiors, Lia. Unfortunately, there is no reply to it till now. We hope to have an answer to it on Monday, 21.01.2109. After 02:00PM. As soon as we have it, we will contact you immediately.

You: Hope you like your job. I would feel really bad, having to treat loyal costumers like that on a daily basis!


This Chat was closed by visitor and duration of chat is 41 mins, 5 secs"

Got the HTC u11 Life, after owning a HTC M8 and th the u11 Life is very poor compared to an other HTC! HTC have really lowered their standards. So much so that I cannot even play my game on it, the software is horrendously bad and when the screen gets warm it stops working properly. The squeeze feature is impractical and useless. Very poor, disappointing and frustrating. I have this on a two year contract and it is not worth what I am paying. I am being ripped off and I don't know what to do about it! It was sold to me under false pretences, I was led to believe it was a better phone than the M8 and A9 but it is far from the quality expected for HTC. Also it doesn't even have a standard headphone Jack,(another way to rip us off because if you need replacement headphones they can only be brought from HTC for about £50.

HTC One was a great phone, with beats in built. Did me good over the years.

I have been a loyal HTC user for years on end. I love their products. I was acutely disappointed when they removed their flagship phones from the American market. I hated all the other phones my carrier offered and just kept my HTC for another two years. I finally decided to order directly from HTC Corporation. Colossal mistake! I placed my order three separate times, and it was "suppressed" each time due to cryptic reasons like "restriction investigation". I was told that meant the bank placed a hold on the funds. The bank says they never received an attempt at preauthorization, much less an attempt to process the payment. HTC's helpful solution? Try again, with a different card. Or get a preauthorization from the bank before attempting to place the order. Seriously? Try for the FOURTH time? It's clearly something on their end, but they put the blame on me. No thanks, HTC. I'll just go buy a phone I hate, and you'll get no money from me.

Ok so my review is based on their really really really bad customer service and not their hardware products. It is literally impossible to get to talk to a customer service agent and nor do they ever respond to tickets;I’ve sent 5 so far

If something goes wrong be it product or billing, you are on your own. PayPal are on HTC side, not the customers, as when you buy from HTC via PayPal it automatically subscribes you to HTC taking payments from you (there is no opt out option) so don’t pay with PayPal for HTC stuff.

I sent phone in when camera failed. I chased HTC after 2 weeks. I then received an email in Polish, which translated via Google reads warranty void due to non original parts. There was a link in the email that went to an error page. The phone was only 4 weeks old and had never been repaired.

I challenged this and the story changed to water damage.

I tried to complain and was told I couldn't complain because "nothing wrong was done toward you".

I have had to pay £27 to get my faulty phone back, so I can return it to the shop where I purchased it for a refund.

HTC are the worst company I have ever had the misfortune to deal with.

Awful company. I had an HTC 10 where the battery had degraded within a year and would not retain a charge. Well within warranty.
Raised a repair with them and after weeks and weeks off nothing, got a quote for £240 to basically replace a whole load of components that were not faulty. I argued it even went to head office and the CEO in the UK. No response to my complaint in any way and they refused to repair the faulty battery under warranty. And just to confirm they wanted to replace the intact LCD, rear case, battery, microphone and headphone jack. Dont get me wrong there were some signs of light wear but it did all work.
And just to prove I was right, I found a local company who replaced the battery for £50 and the phone is retaining charge a couple of years later and fully working.
HTC are just an awful company and deserve to struggle in such a competive market. I got the HTC as I fancied something a bit more designed than a Samsung.
Once my contract expired, I replaced my phone with a Huawei P20 Pro (tempted by the camera and free Bose headphones) and the difference in quality and software is huge. Just have to see how they are if anything goes wrong. HTC have lost a customer and I'll never buy one of their phones. Disgusting customer service contributed so much to this decision.

Terrible customer service. My phone developed a fault well within warranty and it took numerous calls and emails for HTC to even register the issue. The charging port was faulty and developed a strong burning smell. I was told me to return the phone as there was a clear "safety issue". Two weeks later, they finally collected my phone via UPS. A week later, they say it has only just arrived, despite the fact the UPS tracking proving that it had arrived six days before. Then silence. Following numerous calls and emails chasing, they came back to say that I had damaged the phone (despite the fact that it is in immaculate, in as new, condition) and I even had the photos to prove it, as HTC demanded them at the time of reporting the fault. Following numerous more calls, they finally agreed that I hadn't damaged the phone, and that the phone would be repaired under the warranty due to the safety issue and the burning smell. They apologised and promised that as soon as spare part arrived, my phone would be fixed, and it would be returned to me in good working order. Three days later, I called again for an update, and they confirmed again, that my phone was being repaired and would be back with me soon. I got this in writing. A day later, they emailed to say that I had damaged my phone, and therefore they wouldn't be fixing it, but would send me a quote for a repair. I rely on my phone for work, and this didn't seem to matter to them at all. After nearly a month of holding it and doing nothing with it, they have finally agreed to return it to me unrepaired. Absolutely shambles and the worst experience I've had with a company. Avoid at all costs, especially as most other companies offer same day repairs. No wonder HTC are struggling.

This was last time I have purchased HTC. I had same fault developing on my device twice in less than 2 years. First time it was fixed under warranty second time it magically appeared to be my fault. Customer service is doing what they are told to do. But it is not much of the support. Poland Regenersis repair center is just a Joke. Stay away from HTC.

Apalling customer service, get palmed off between operatives. They sound totally uninterested and unwilling to help. Just keep getting told I will receive a call back which never comes.

Customer service is truly abysmal
I ordered a new phone, but when it arrived there was no phone in the box. I wish I had a platform to copy and paste the email exchange because it truly is a lesson in how not to provide customer service. After all the to-and-fro and begging to speak to a manager, I have just received a voicemail telling me they are investigating my case. Which is what I was told right back when I first contacted them six weeks ago. Groundhog day. I am still out of pocket and no closer to a resolution.
No matter what you think of their products their service is so truly and spectacularly appalling anything else is better. Especially when you pay £300 for thin air.

Sent in phone for repair as wasn't charging. They sent me back a photo of the phone with screen smashed and any repair was out of warranty and chargeable at £240! They refused to say where the phone had been for 3 weeks but only that the damage couldn't have occurred with them. Phoned up 6 times, refused to acknowledge my grievance or complaint then just said they were sending the phone back. Hung up on me twice and returned email spelt incorrectly cut and pasting information. Avoid this company at all costs.They are a disgrace.

Had a chat with HTC customer support about an issue with my smartphone. FIrst of all: very friendly people! The person I talked with seemed very eager to help, and I had a pleasant time troubleshooting my phone and doing various changes to solve the problem. My HTC One models have been some of the best phones I have owned, it's sad to see that I can no longer get a similar model. I believe U12 is a good attempt, though. They win due to: 1. hboot, practically a golden phone for developers 2. Usually deliver updates for a sufficient time and 3. Back in the days, they had one of the better battery capacities of smartphones.

It's no longer the case, though, unfortunately, and their competitive edge has disappeared.