Skip to main content

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?

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!!!!!!!
Sarah Oxford said…
Hmm, there seems to be a 'customer service excellence survey' on that webpage too.... mwahaha!
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.
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?

Popular posts from this blog

Careering along

When I look around at the activities of information professional groups, it seems that there’s a disparity. There’s quite often a lot of support and funding available for those who’re just starting out in the profession, but a desert of nothingness for those of us who’re “just getting on with it”. If you’re a new professional, you have lots of groups to support you as you progress in your early career, various prize funds available for essay and report writing, access to bursaries for conference attendance, eligibility for awards for being new and enthusiastic. But what do you get when you’re past that bright-eyed-and-bushy-tailed first 5 years (5 years seems to be the approximate cut-off point for becoming “established” and no longer new). What happens when you’ve already received a bursary from an organisation earlier in your career and so wouldn’t be eligible for one now, meaning you’re not able to attend events or training? When you’re heavily involved in a project but not at

What if you don't get back what you put in?

I am, as you may know, a member of CILIP, the professional body for information professionals. There are two main reasons I'm a member. I am a Chartered librarian, and I take my commitment to maintaining this visible badge of my professionalism seriously. I have revalidated my Chartership within the previous assessment system, and I have submitted my Revalidation within the new system. To continue being a Chartered librarian, I must be a member of CILIP (although currently the commitment to continue to revalidate my Chartership is voluntary, and has been so for the length of my membership since approximately 2001). So I continue to be a member. I am a registered CILIP Mentor, and I help to guide those information professionals who are keen to be professionally qualified through the Chartership/professional qualifications process. I could not abandon midway through that process the people who are looking to me for guidance in their professional development. So I continue to be

Losing the professionalism

So, recently, CILIP apparently sent out an email regarding a consultation on a change of brand image, and name. I say apparently, as despite being a member, I never got this email. When I went to the website to log in and check why it wasn't sent to me, it didn't let me log in. I tried a password reset, and that email came through, so it *can* send emails to me...but the password it sent won't let me log in. I’m losing the will to keep trying. Overall, this is kind of symptomatic of how I feel about CILIP, and how useless its IT systems are.... Anyway, the consultation is on changing CILIP’s currently, clunky and meaningless name (picked as the best of a previous bad lot, as David McMenemy showed with this link to the 2000 consultation results ) to something more meaningful and relevant is open. If you want to take part, it’s here . I was a good girl, and pootled over yesterday to take part, and after filling in all the bumph, I got to view the glorious options. Oh. My.