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HTC Customer service is a joke

post #1 of 38
Thread Starter 
I have the HTC Desire HD Android phone, recently I had a update come through, so I updated, as you do, and the following day I get a message pop up on screen that said something along the lines of "SD card removed unexpectedly" and from that moment my SD card hasn't worked. I've tried it in other phones/devices and nothing.

I phone HTC about the problem and they seem to know about this problem already I got a reply that went something like "You're about the 3rd person today to call about the SD card problem, we can confirm it was out latest update that seems to be causing problems on some devices". Now i'm not being funny but shouldn't something have been sent out to warn people to back up data incase this does happen? ( I didn't and lost everything )

Anyway this is only the start of my rant. The guy I spoke to at HTC was quite reasonable he asked me to do certain things to see if anything could be salvaged, it couldn't so he agreed to send me out a replacement SD card which would leave the same day and be at mine by Friday at the latest ( I phoned on a Saturday so they had a week basically ) It gets to the following Saturday and I still have nothing. I send a ticket online asking them to chase up the delivery and provide me with a tracking number. I get a reply saying "thanks for contacting us a again (note the spelling grammar error here), I will have a look into your delivery and get back back (and again) to you when I gather some information".

It gets to Monday afternoon (yesterday) and still nothing has arrived, and I haven't had a reply from HTC about my delivery. I send them another message asking why it takes so long to check a delivery and get back to me with a tracking number? I stated that I want the SD card in my hands by Thursday at the latest or I will make a formal complaint.

I get a reply this morning that says "Thanks for contacting us...again (why he is being funny with me there with the triple dot I don't know...) we cannot ship out your delivery using the requested method because it is already in transit (that's fine but can I have a tracking number then?) You should have it delivered by Friday (FRIDAY? a week after you said?)

I haven't replied yet but I just wanted your opinion on this?
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post #2 of 38
1. It wouldn't have killed the SD card, you could get everything off it quite easily with a SD card reader.
2. You must've had a bad radio update, your best bet at fixing it is redownloading the update and trying again (a corrupt file is the cause, not HTC or the phone). This is assuming it hasn't bricked the usb as well(it does happen).

Try again and reassess
post #3 of 38
Thread Starter 
The update isn't my problem, i've accepted the fault ( so have HTC ) but I'm not going to fork out on an SD card reader, i'll just learn from my mistake and back everything up.

My problem is the support i've been receiving, or lack of.
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post #4 of 38
Quote:
Originally Posted by Sast View Post
The update isn't my problem, i've accepted the fault ( so have HTC ) but I'm not going to fork out on an SD card reader, i'll just learn from my mistake and back everything up.

My problem is the support i've been receiving, or lack of.
Seriously? They are like 3$ at your local store.
post #5 of 38
Thread Starter 
Fine, an SD card reader is cheap. But that isn't my issue, stop going off track.
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post #6 of 38
I just love how you're making a big deal about this. I have like 30 MicroSD cards laying around. Not to mention they are cheap as hell, why not buy another? Not to mention, who doesn't back up their files? That's silly. And you're fault ultimately.
post #7 of 38
Quote:
Originally Posted by Sast View Post
Fine, an SD card reader is cheap. But that isn't my issue, stop going off track.
Actually it kind of is your issue.
I understand how frustrating bad support is, and that is an issue I will remember about HTC in the future, but your refusal to do anything to remedy it yourself is not making your case any better than HTC is helping you.

If you need that SD card data so badly that you are getting upset about a slow replacement go buy a reader for 3 bucks, solve the problem on your end if possible, THEN nudge HTC for better support.
Dont complain about their bad support when the problem could probably be fixed in all of 30 minutes and less than $5 on your end.

This is one instance where bad support is less important than the customer being stubborn. If it means that much call the BBB and complain, if not, go buy an SD reader and solve the issue yourself.

EDIT:
I really do feel for you, but ive got to side with mbudden on this one.
You either need your data or you dont. Since you dont back up, and you refuse to go replace it yourself, I guess you dont need your data and can wait a few weeks for a replacement card.
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post #8 of 38
Thread Starter 
Quote:
Originally Posted by PhilWrir View Post
Actually it kind of is your issue.
I understand how frustrating bad support is, and that is an issue I will remember about HTC in the future, but your refusal to do anything to remedy it yourself is not making your case any better than HTC is helping you.

If you need that SD card data so badly that you are getting upset about a slow replacement go buy a reader for 3 bucks, solve the problem on your end if possible, THEN nudge HTC for better support.
Dont complain about their bad support when the problem could probably be fixed in all of 30 minutes and less than $5 on your end.

This is one instance where bad support is less important than the customer being stubborn. If it means that much call the BBB and complain, if not, go buy an SD reader and solve the issue yourself.

EDIT:
I really do feel for you, but ive got to side with mbudden on this one.
You either need your data or you dont. Since you dont back up, and you refuse to go replace it yourself, I guess you dont need your data and can wait a few weeks for a replacement card.

Ok let me iron this out a little bit.

Boom - my SD suddenly doesn't work, I browse online and see i'm not the only person with this issue. I ring HTC, we go through various troubleshooting to try and "fix" it, I was advised to try it in a few different devices that will fit it, then get back in touch. So I did, and nada, nothing works. I phone back and they say we will ship you out a new SD card to replace the broken one. Why would I assume he is lying and there is other ways to fix it? he says he's going to ship out a new one that will be here in a weeks time, ok nice, np.

As for the lost data, I hold my hands up for not backing up my data, and i only have your word for it ( in the last hour ) that an sd card reader works.

I'm not too bothered about the lost data, I am however bothered about having no SD card to be able to save apps to SD, take photos, use my music.

And them blatently doing nothing to try and find out where it is.

Quote:
I just love how you're making a big deal about this. I have like 30 MicroSD cards laying around. Not to mention they are cheap as hell, why not buy another? Not to mention, who doesn't back up their files? That's silly. And you're fault ultimately.
You obviously don't read the post, I SHALL REPEAT - THE SD CARD IS NOT MY PROBLEM, THE SUPPORT FROM HTC IS.


Edit - and before you start off about the price of an SD card again, why should the price of anything have an effect on the support you receive?
Edited by Sast - 3/1/11 at 9:03am
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post #9 of 38
they are sending you a new freaking SD card!

U dont care about the files that were in the SD card, so WTH? What are you complaining about?
 
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post #10 of 38
he complaining about that the guy at HTC tries to be funny...
you guys are talking about a other thing..
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