The BBC Watchdog consumer advocacy program have come down pretty hard on HTC, accusing it of atrocious customer service in the above segment.
HTC responded by blaming a temporary issue due to 3rd party service centres, saying:
As a company, our key focus is ensuring that our customers have the best possible experience when dealing with HTC. Unfortunately earlier this year, we experienced some issues with one of our repair centres which resulted in lower than expected customer service standards. We are sincerely sorry that we disappointed some of our customers and are fully committed to resolving any outstanding issues swiftly.
HTC has 44 repair centres across Europe, including four in the UK. Between March and May 2011, we transitioned one of our UK centres to a new partner to provide extended capacity and better service for our customers. Unfortunately, the move was not as smooth as we’d planned and this led to a backlog of repairs, some IT issues and a subsequent fall in customer service standards.
Whilst we estimate that less than 10% of UK customers served by our repair facilities during this time have been affected by this issue, we recognise that is not the point. We inconvenienced and disappointed those customers, and did not deliver on our brand promise. This is simply not acceptable and, for that, we would like to offer our sincerest apologies.
We have now conducted a thorough review of our repair centre operations and have put in place a number of measures to ensure that service is never eclipsed by an operational failure of this magnitude again. Today, our UK service operation is stable and performing at the same level or better than our service commitments, and we are using the learnings from this experience to change and improve process and management worldwide.
Any of our customers who may have issues outstanding should contact us on +44 845 890 0079, where our team will be on hand to assist them.
With regards to the four cases that Watchdog highlighted, we have personally apologised to Ms Holmes, Mr Meiklejohn, Mr Kenyon and Mr Oakley and can confirm that all four customers have confirmed that their individual issues have been resolved and that they have been appropriately compensated for the time and distress caused by the repair delays.
Once again we are extremely apologetic about the fall in customer service standards. We remain focused on delivering the best possible experience to our customers and continue to strive to meet our customer promise.
I must say, while I have no doubt the issues are real, the timing of the segment of very suspicious, with the release of the rather mediocre iPhone 4S. One can almost hear the subtext out loud â€“ if you want good customer service, get an iPhone.
Have any of our readers been victim to this? Let us know below.
Read the full article at the BBC here.