HTC Reviews 

I don't like do bad reviews and I think I'm very patient person, but htc is taking the mickey!!!!!
23 days ago I sent my phone for repair everything was smooth until they messaged me to tell me my phone was repaired and they was going to proceed to send it to me. That was 15 days ago. I tried to phone them, email them and always same answer: "we will phone you tomorrow back". I'm fed up, I tried even contact with ups to know if may be they have lost my phone....im desperate and so angry nobody take me seriously and I cant do anything else.

horrible experience, I never ever in my life I will have another htc device (I was very happy with the last three htc device I had) just to avoid the same problem with this "professionals".

I have never posted a review of anything online before but I have experienced shocking customer service from HTC. Exactly the same experience as Tej Singh below. My 12 year old has had no phone for emergencies for over a month now. I have been told 4 times that I will get a call back (the last time by a Manager "within 3 working hours" - that was 2 days ago) - no calls ever received. I was even told by one of the CS representatives that the photos provided by the repair centre did not appear to show any damage. I will never use an HTC handset again. On my last call I stated that I wanted to make a formal complaint...I am still waiting for the call back to initiate the process

I would like to add to my last post. HTC contacted me after 6 emails, Facebook messages, tweets and countless requests to customer services. My phone after 25 days has "apparently" made it to the repair centre 25 DAYS!!! But be warned I have received my phone bill and only two calls are to HTC customer services have made this months bill, and it is AN ASTONISHING £33.34 for 2 calls. I dread to think what the bill will be like next month, I have called HTC countless times!!

HTC do the right thing, give me a new phone and refund me this ridiculous cost of chasing up your staff to "try" to get them to do their job!!!

Worst customer support possible. My wife has a HTC One M8 which had charging issues and was over the 2-year warranty period. We decided to send the phone to the HTC repair team for a quote which they told us it should be around £40-£50. Well, their quote was around £300 which obviously it was way too high for us to proceed with the repair. We've then decided to send the phone back as the repair cost was excessive (we've paid inbound and outbond transport costs). When we've received the phone at home, the screen was de-attached from the phone which was either caused by the transport or the repair team. For the past few months, we've been arguing with the UK Support Team and dealing with managers Andy, David or Dave and Alex, however i can't describe in words the way they've handled this situation as ignoring the calls, the issues, never returning calls as promised. Really poor customer service!!!

A new phone (same model) or a repair free charge would be the minimum acceptable a company that looks after their customer should be offering. That doesn't seem to be the case apparently...

P.S. I can attach the pictures of the phone if necessary

Regards,
Andre Sousa
Ticket number 117115323546

Jeg kontakter live chat. Får fat i en Lukasz Wiaczek, som siger hej og derefter hører jeg intet mere. Jeg bliver fuldstændig ignoreret.
Hvad i alverden har I gang i?

I contacted live chat. Get a hold on Lukasz Wiaczek who says Hi and after that I am totally ignored.. What in the world are you up to? How is that an acceptable way to run a business? I will never again buy anything you make and I will inform anyone I know about your way to handle your cotumers...
1 star because I am forced to give it.....

Htc has always been my favorite phone and I always used to argue that it is the best. I have has 5 htc phones before.
Now I have htc 10 which suddenly had a problem where the keyboard does not show at all. I sent a message to htc and no one replied and I had to reset the phone to be able to use it as I could not type my password.
Not the phone is having some problems and HTC does not have any shop in Copenhagen so I can only write to them online!
Htc was much better and their costumer service was one of the main reasons why I used to choose htc phones but not any longer. Now I have to find another brand unfortunately

In June 2016 I've purchased HTC 10 from the HTC website at £512.99.
A couple of months ago my phone started to develop some faults, it started to have a weird buzzing when on vibration, would not connect to some websites and apps when on mobile internet (but was connecting fine to the same websites and apps on WiFi), overheating sometimes when charging or watching 2-3min video.
I sent the phone to HTC for repairs, they quoted me an extortionate £516 without detailing what was wrong except "fault beyond warranty". I declined and asked for the phone to be sent back.
The phone was sent back, however, UPS could not find the address. HTC sent my phone back to an unknown address, despite having the invoice which showed them clearly the address. I called UPS and got the phone delivered to the right address.
When I received the phone back, the screen was broken, it had a white line about half the size of the screen, right in the middle of the screen. The screen was faultless when I sent it to them.
Clearly not impressed with HTC service, first they try to rip me off, then they break my phone before sending it back.
When people spend hundreds of pounds on their products, they should treat their customers better.
After 10 years of buying HTC, never again a HTC for me!

This is a detailed review to show how unprofessional these employees are! You have to go to customer service chat to ask questions and receive a ticket to send your phone. There is an email option, but you will NEVER get a reply. I had to switch between a few representatives because none of them wanted to help – they didn’t reply in chat, wouldn’t put a ticket in, poor English, or they dared got an attitude. I finally got a rep that cooperated, so I sent my phone in early January. Waiting several weeks later, I get an email of the payment quote in the middle of February. First, they coded my phone in as an M8 when it was in fact a One A9. That seems suspicious to me, how can the repairmen code a phone in wrong when they are going to FIX it? I will not pay $300 for them to repair my phone as something else, which the price is also ridiculous for a motherboard that I can get for $10 online. I sent an email when I received the quote (at 3 AM, chat not available), and asked if my phone could be held because I could not pay at the time. No reply after 3 days, but I receive an email stating that my phone was being send back. (You have two weeks to send the phone in & pay when you receive the quote). I went to chat with another rep about this issue, but she was of no help. Surprisingly, they mailed my phone back fast! Their packaging was just a thin plastic container with tape to secure the phone from moving, no bubble wrap or anything to protect the phone from damaging. Why can they NOT communicate between each other? Why can they NOT be clear with their actions? This company is deceiving and sketchy as hell. You pay too much for what their phones are not really worth.

Phone stopped charging,whilst under warranty,sent back to HTC to repair,to my surprise and disgust,extortionate quote emailed from repairers stating warranty invalidated as phone water damaged?,when phone has never been near water .rubbish customer service from HTC themselves ,they had phone 3 weeks saying they could do nothing,repairers say water damage,photo of phone sent as proof which showed very disputable damage,not clear at all and no solid proof provided but no arguing with them. No photo sent of strip which indicates water damage and After reading further reviews online this seems to be very common practice with HTC , a way of getting out of paying for repairs stating water damage which customer can not dispute .whole system a shambles,would never buy HTC again,con job.

My phone suddenly stopped working and wanted nothing more to do after I called customer service, they helped me tidy and within 15 minutes he works again.

I first ordered an HTC phone for my fiancee for christmas. She likes sparkly things so I ordered this pink HTC M9.

This was a black friday special.

Only 2 weeks before Christmas, they phoned me and told me the phone was being discontinued, and I had to choose another color or new phone. I told them to ship me the same phone in a color that was in stock, and they agreed this would be OK.

A few days later I received a call saying that they could not process a simple switch of color and send out the order -- and that I would have to place a new order in the new color and refund the old order.

OK... I was concerned this would not arrive by christmas, and was reassured it would.

I processed a new order, and request a refund on the old order.

Sounds simple right?

Wrong. The new order could only be processed at the stock price (i bought a black friday promo price), and they had to issue a request for refunding the difference.

OK... I agreed. But my credit card was about to be charged the full amount on shipping and the refund was "pending approval". 1200 chunk out of the old CC and nothing in my hands if this doesn't work out.. ugh.

But still I had faith...

How wrong I was.

The date quickly approached towards christmas, and still no shipping of the new unit, no refund posted to my account (on either the first unit, or the price difference), and customer service had given me more than on answer about the phone getting there in time for Christmas.

"Forget it" I said, "cancel all my orders and refund everything on my credit card".

"No problem." they said.

They lied.

After christmas the new unit shipped, even though I had cancelled, and I was forced to refuse shipment. My credit card was charged the full amount (not the promo price), and I had to call FedEx twice to ensure the shipment would be sent back.

I was assured by HTC that once it was received back at the warehouse I would be reimbursed once again.

Again, how wrong I was.

Not only did I not see reimbursement, they decided to ship the original order! YES, the one that was DISCONTINUED!

HOW!? What? Why?

All of these questions were not answered by customer service, who stuck to the script saying that the cancellation was not placed in time, and the order decided to ship.

But... it had been more than a month... and you told me it was discontinued. And.. and I placed a new order like you told me to.. and request a refund.. and another refund for the price discrepancy.. and... and...

I quickly learned that logic has no place at HTC. It seems to be at the whim of some maniacal gods who decide what ships and what doesn't and who gets charged for what.

Now I had refuse another shipment, and call FedEx multiple times.

Alas, I sit here, 3 months later (original order in November), having no phone, but 1200$ in credit card charges, and 0$ in refunds from HTC.

My last contact with HTC went something like this:

"I can imagine your concern in regards to this matter, I know how important to have everything in the right place, but don't you worry you are in the right hands and we will solve this.
For Order #11922814938 (new unit new color), I was able to see that according to the Tracking Number #704460836769, we received the package back on Thursday 12/29/2016 by 10:11 am, since the expected time frame for the refund to be processed has expired, I will have to create an Escalation so the department in charge provide us with a resolution, this process takes 7-10 business days and for me to be able do to this, I will kindly ask you to please provide me with the following information"

Please keep in mind I did not actually receive the product.

I refused the shipment. So my refund timeframe expired.. but I never received the product.. so now I wait another 7-10 days to see if they decide to refund.

What an affair. And I never even touched a product.

I hate HTC with all my heart. My now cold, dead heart.

My HTC 10 broke while under warranty. When I sent in my old phone for repair, they immediately sent me a new phone. However, I mistakenly sent the sim card tray with the old phone. I looked online and called Verizon - none of them had the sim card tray. When I called HTC - they said they would send it immediately. One came, but for an HTC m8. So the next time I chatted with HTC, the person said there was an error by the person who helped me in putting in the part number, and that it would be fixed right away. The chat went immediately to the review, and I vainly hoped I would get the correct sim card tray. Nope. Now keep in mind, each time I called, I went through the same set of questions. I've wasted well over two hours trying to get a sim card tray. Today, I called again. They again confirmed that they put in the wrong part number, but because I didn't have the currently worthless HTC 10 with me to give them the serial numbers, they could not help me. I will NEVER buy another HTC again. If I could, I would sell this HTC right now and buy a different phone. Instead, I will try again tonight to get the bloody sim card tray. You'd think I was asking for their first born child, instead a 10 cent piece of plastic that would make my phone actually work, and for which they have numerous records of my requests.

I bought a brand new HTC 10 from their website store. Brand new, not used I emphasise.
I used a temporary discount code to get it, which is the only thing that swayed me from a Samsung S7.
Everything seemed fine with the phone, until I looked at the photos on my computer, 2 weeks later, and saw every photo was blurred - the auto-focus was broken.
This is when the fun started.
I contacted their support, and instead of offering me a repair, they said return the phone for a refund. When I asked if they could repair it, they said they could not. I had had the phone for 2 weeks, and wholly expected there to be nothing wrong, so had binned the original packaging. Also there were a couple of dints to the side from where I had dropped it, but nothing to affect the issue I had, and I informed them of this. I sent all the accessories, back and waited.
In the meantime I bought a new phone from Amazon, paying more for decent customer service. I of course couldn't buy the phone back from HTC because their deal had expired, and they would not give me a discount for it again, despite the fact that they could not offer me a repair on the phone.
4 weeks later. 4 weeks later. I get a call saying that they had looked at my phone and because I had not returned the original packaging, and because of the cosmetic damage, they could not refund full amount -£48. OR they could repair it and send it back to me.
That's right, repairing was apparently back on the table. 4 weeks after I had sent it back and bought a new phone. I protested based on what I wrote above. A week later got a call saying, nothing we can do.
Apparently £48 is more valuable to HTC than retaining customer loyalty.

Have previously really enjoyed my HTC phones, but I will not be purchasing anything from this company again.

Had nothing but problems with htc since buying my vive.
Its really early tech and they should be doing the best to encourage people to spread the word about this tech.
So sadly my word is terrible product and terrible customer service.
My first problem was, when one of my charge plug's died after around 2 charges.
It got replaced and they did cover delivery cost (which to me they should do anyway) This took 3 weeks.
Then one of my controller's went strange, the trigger when pulled became squeaky and occasionally unresponsive.
So back to htc they went.
My controller turned up nearly 3 weeks after, the squeak had gone but now the controller had serious tracking issues which effected nearly every game played due to needing to be precise.
How can a controller go out for repair and come back in a worse state?
So then i had to send both controllers back as i can't be 100% which one has the tracking issue, its hard to tell but i was 90% sure which one it was.
I didn't want to be in a situation where I would need to send another back for repair and be without for another 3 weeks.
When i speak to the UK team, they are very unhelpful and very abrupt. Makes me kinda feel like its all my fault.
With attitudes like "Our repair process is 4 working days excluding shipping time estimates, you are always free to hire your own courier Craig".
Also been accused of lying 24/10 15:05>>"on this instant I'm sure they didn't, I have the chat transcript here with M***** and you were advised with three weeks repair estimate"
When on Friday 21/10 M***** said "takes more time because of transportation, but the time of repair itself is 4 days"
I was told on Mon, 24 Oct 2016 10:05:23 EDT "The warranty grant you two repair attempts and if the issue persist we shall replace the unit for you"
But this is my 3rd repair?
Viveport has also been nothing but a nightmare for me, it blue screens my PC on every attempt of playing a game and some games are even in Chinese which there was no warning about on the storefront.
Downloads very slow.
My vive was bought on 14/07 and out of them 3 1/2 months around 1 1/2 months I haven't been able to use it.
So to anybody thinking of purchasing one, be warned as this happens regularly and reddit is full of horror stories like mine.
Its early tech, i'd say some what a Dev unit like the DK2 you'd expect premium customer service for a premium product.
Sadly this is not the case.
I'd recommend holding out for version 2 as hopefully everything including the customer service will hopefully be fixed!

I have been a loyal HTC customers for over 6 years. I also am in charge of purchasing for where I work & purchase hundreds of HTC phones a year. So when you look at the business I give HTC it is about 30 grand a year.
This review is for my personal HTC phone. I purchased a HTC 10 through Sprint with one of those leasing plans in July. My phone just stopped working for no reason. One morning it was charged 100%, I made a phone call, put the phone down & 10 minutes later went to make another call & the phone was off. Never could get it on again. So I thought the Uhh Ohh protection would be a great idea.So I sent my barely used, in perfect condition phone to HTC. Last Saturday I received back a Frankenstein phone(buildaphone), spent 5 hrs on the phone with sprint trying to activate the phone. The meid & imei were completely different numbers instead of being one number off. I finally talked to a 3rd level engineer & he said no way this phone can be added to sprints database, even though it boots up & says sprint it is a gsm phone not cdma, he told me to call htc & tell them so send another phone. So I did & they told me their rma dept was not open until Monday. Instead of shipping me a new phone. So I called first thing Monday & they submitted a ticket to their escalation dept, told me I would hear back in 3-5 days!!!! No I am not joking any other company would have next day the phone because they screwed up. Not HTC!!!Oh & the lady asked me if I bought my phone at Walmart & if it was prepaid?! No it was a sprint phone that's what I sent you. What you sent back is not my phone at all.It is now a week later & I still have not heard from them, I still don't have a phone that works & I am still paying for a phone. I called again today & was told I have to wait to hear back from their escalations department. Anyone have any advice???? This is ridiculous, how does a company treat its customers like this? How do you spend 749 dollars on a phone to not have a phone?

My HTC OneX survived with dignity for 3 years and my Samsung galaxy 5S is already showing signs of dementia after less than one year

I bought the HTC Vive 3 days ago - it still does not work. When I contacted the support, I seemed to know more about the Vive than they did. They tried to give me the easy answers, "buy a new graphics card" - and when I told them I had tried a model above mine (980), the supporter, Jason questioned whether or not that was actually true.

I have never experienced any customer "service" like this.

The moment they had my money, they somehow lost interrest in me.

I had ordered a HTC Vive and was prepared to wait another month until receiving it.
But after DHL missplaced the Package i had to struggle with HTCs customerservice for 6 weeks before finaly pulling the plug. I was lucky that i paid with PayPal. The Buyers-Protection returned my money after 10 days(since HTC didnt even reply to PayPal).

A protip for everyone calling HTCs support hotline:
"we will call you back" means, "you will never hear of us again"
"i will escalate your case" means, "please hang up already"
"the department handeling these cases is not in at the moment" means, "i have no idea what i am doing, please hang up already"

do yourselve a favour. if they didnt solve your case within 14 days, just try to reclaim your money and order again. they have no idea how to handle something that is not on their list of frequently asked questions.

good luck!

I've had a number of HTC phones over the years and have been happy with the quality of their handsets. However their service is the complete opposite.

One day I plugged in my One M9 to charge by the wall charger only to come back 20 minutes later to find an electrical burning smell. I unplugged the charger to find the micro USB port on the phone and on the charger had melted. I feel lucky that not only did I find it early as it might of caused a fire, but I also didn't injure myself removing the charger.

I went to an EE store to get it repaired and was told that I would have to go to HTC directly as it was a manufacturer fault. HTC advised using their email service on their website. I used this service and gave all information including IMEI, description of the issue and even some images.

After a few days and no response I rang them to find out the progress of my repair. It was as if I had never sent anything and had to reiterate all the information again.

I repeated this same process 15 times over 17 days, until after shouting at someone in their call centre, they finally gave me a return label. It took over a week for the repair to be done and returned to me.

After 1 month from raising a repair I had my phone back, only to get my phone bill to find I was charged over £40 for my calls to HTC. For full disclosure, chargeable phone lines are illegal in the UK for customer enquries, complaints, etc.

Because it took so long to get my phone repaired I had to buy another phone and another line. In total its cost me over £100 due to HTC's poor service.

I will not, and I advise others to not, buy another HTC phone and go with another manufacturer who appreciates your business.

I am currently awaiting a callback about a refund for my costs and I will also be reporting HTC to trading standards about their chargeable phone line.

I made the big mistake of ordering 2x HTC 10 phones with them, and then changing my mind and wanting to cancel my order.

As others have already said, I got automated emails within minutes informing that my case had been opened... and closed!

No useful information whatsoever on whether my order was cancelled, and then an email informing me that the items had been shipped.

I then tried to return my order, and got the same automated emails: case opened and closed, no information on how to proceed.

I emailed them, and in return I got yet again another case opened and closed.

I called their support, who asked me questions, put me on hold a few times and then... dead line!

Called again, this time I was given another ticket number and told that someone from a different department will call me within 48 hours to discuss - I asked for an email confirmation from their customer support and was told I would certainly get one, but that never reached my inbox!

In the meanwhile my 14 days to return my order are running out... honestly, stay away from this shop and don't make the same mistake(s) I made!