HTC ONE V
Pathetic service from HTC

I have to take this step of filing an online complaint after extreme disappointment which i experienced due to the callous, ineffective and pathetic service and customer support from HTC after my HTC One-V smartphone went dead within two weeks of purchase.

My details:

IMEI: 351816058227343

S/N: SH24YTV03989

Device: HTC ONE V

I purchased the device on 22th May in Gurgaon and it went dead on the 31st of May. Since the HTC service centre in Gurgaon - Shitla Communications - was discontinued and there was no information on the new one i had to submit it to the dealer (Imperial Electrical Agency, Gurgaon) who in turn submitted it to new service centre (Redington, Gurgaon) on 8th of June. Since then i have been incessantly following up with the customer support to get the device replaced. Finally, i was asked to submit my complete box with accessories and then was assured that i will get a new device in a sealed box with all accessories. Apparently, all promises were lost in HTC's extremely in-coordinated logistics and customer support lineup.

Last Friday, i got a call from HTC executive saying that i can collect my phone (please be reminded that i am a customer and i might not know the intricacies of HTC's service jargons!!) from Redington service centre. I went there and i was given a phone which doesnt seem a new set at all! Secondly, i was denied a box with accessories as they said my request was just for a device replacement! In between this, everytime i call the customer support i have to narrate all the episode right from beginning to end and what i get is just a 'i am sorry' and 'we are looking into it'.

I had specifically purchased the device for a business visit abroad and now the visit is over but still the phone is not with me. I have lost precious time and mental peace over this 'follow-up-complaint' episode. I requested for a refund but my request was 'stonewalled' on pretext of a refund taking another '22 days' before it is processed.

I have to drive 15 kms to reach your service centre where i get 'please come later' replies in an age where the internet has made information so easy to be delivered.

I have ben denied right information, a deadline by which my complaint gets resolved, and moreover i have lost value on my money! Add to it my cost on petrol, and the mental trauma i have suffered. My phone went off between a business meeting which led to a lot of embarrassment for me infront of my colleagues who are very content on the services received by their cellphone providers - blackberry and Samsung.

I have talked to the following customer care executives on phone who provided me with misleading information:

1. Mr Tanveer

2. Mr Ajay

3. Mr Rohit

4. Mr Samar/Sameer!!

5. Mr Madhav/Mr Madhavan

Company: HTC ONE V
Country: India

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