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HTC, you are not my Hero

Dear HTC, I love my Hero phonemibob, I do. I took a giant leap forward into the world of technology when I got it. A phone, that could go on the interweb? Amazing.

But a few weeks ago I noticed something: the end of the charger that plugs into the phone has wires showing, as you can see in the pic. I tend to think that tools that need electricity to flow into them will work best when that electricity doesn't go elsewhere en route, like into me, via those exposed wires. And with time, those wires are only going to get more exposed.

So, I did something crazy. I emailed your customer support, asking about replacing this obviously defective cable. I did it here. This is definitely an email contact form, right? I did everything the form asked, attached the photo, took apart my phone and filled in the product S/N. And then I waited. I waited for an acknowledgement of my email.

Nothing.

So I waited for a response to my email, someone to say how you were going to go about getting the cable replaced.

Nothing.

A week later, I emailed again, referring you to my initial email.

No acknowledgement. No contact.

On Friday, after having given you 3 weeks to reply to 2 emails sent to you via the method they set up on your site, I'm going to go wild, and call you.

Now: can you answer the phone?
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Comments

Anne Wareham said…
Oh, I love my Hero, how can they let us down like this???

I got myself a spare cable online ages ago to be able to charge it in various places so can be done.

BUT you shouldn't need to!!!!!!!
6 April 2010 at 19:56
Sarah Oxford said…
Hmm, there seems to be a 'customer service excellence survey' on that webpage too.... mwahaha!
12 April 2010 at 11:56
Richard said…
Try this support number. I got through fist time to flag an issue with my Nexus One.

+44-845-890-0079

They we're actually really helpful.
20 April 2010 at 12:15
Dumpling said…
@richard Thanks, but the "service" I got when I phoned that number was hilarious too - apparently they class what I'd call essentials, like a charger cable, or the battery as, "accessories", and they're only covered for 6 months!

After a long call, where they claimed my previous emails had been dealt with (as they'd been marked as so on the system), they than said I'd have to prove with a purchase receipt from Orange that my phone was less than 6 months old (despite them also having access to my contract start date with Orange on their system, which was less than 6 months, and that I'd flagged the issue within the 6 months). Not. Helpful.

In the end, I took it up with Orange (not having been on a contract phone before I'm used to going direct to the phone maker), who were fabulous!

And then, last week...a white cable turned up at my flat (with a misspelled name and address), with a blank compliment slip from HTC inside. Maybe they finally realised their customer service had been truly sucky?
20 April 2010 at 12:26
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