TLDR version - they sent me someone else's order - it took me weeks of emailing to get my order sent to me - the phone is way more fragile than their previous phones and the custom case is useless so the first time I dropped it the screen broke - it took me nearly a fortnight and multiple emails to get the information about how to send my phone off for repair - because their records are rubbish, they've breached GDPR and shared another customer's personal details with me (and probably shared mine) but I don't think they've reported this as a breach - the repair is expensive anyway, and then the repair centre doesn't accept BACS payments so there are additional bank charges to make the payment - I've sent my phone off for repair, paid nearly £200 for the screen repair and yet despite them telling me it would be returned within 10 to 15 working days, they've taken my money but I still don't have my phone or any update. - it is impossible to actually speak to anyone, only webchat and email and it's like pulling teeth trying to get a resolution.Essentially, they messed up and posted me someone else's order. That person didn't order the protective phone case but I did (I could tell it was someone else's order because the paperwork inside had that person's name and telephone number). Over a month it took me 8 webchats and emails to get my missing phone case, even though I sent them photos of the package, invoice, order and everything they asked. They only sent it to me after I pointed out that it was costing them more in staff time to be this rubbish than the case was worth.2 or 3 days after FINALLY receiving my case, I dropped my phone. The new phone has a stupid curved screen so is way more fragile and the supplied case is shaped to accommodate the curved screen so is less protective of the sides. Fair enough, I dropped it but I dropped my previous phones lots of times in a similar way with no damage - this was catastrophic, unusable, bits of glass in your face screen damage. Anyway emailed HTC to ask about getting a repair and asking for a discount on the repair given the debacle above and the terrible design. They came back to me over a week later saying no discount available but also not still not explaining how to send it off for repair. After chasing again they eventually emailed me back but with the previous customer's name, address and telephone number on the shipping note for repair- they still hadn't amended my records! Eventually after another email chain providing the correct info again and referring them to their own records, I had what I needed to send it for repair.The repair centre confirmed receipt on the 13th Sept and sent an invoice on the 16th Sept which I paid and then emailed them, and HTC. Since then, absolutely nothing. It's now over the 15 working days and they haven't even confirmed payment (although the money has been sent). (Oh, and the repair centre doesn't accept BACS, only SWIFT so that's an extra charge from your bank on top of the eye watering repair costs).This is hands down the worst customer service I've ever known. Mistakes happen, things get missed but this is repeatedly awful. And when I've tried to flag that with the company, apart from one representative (Lily) who seems to have tried, generally there seems to be very little appetite from the company to make any sort of amends or gesture to try and address it when you email pointing out that you're unhappy and why. Please HTC, just send me a working phone so I never have to deal with you ever again!
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HTC designs, manufactures and markets innovative, feature rich touch phones, PDA phones, smartphones,and mobile computer devices. The company produces powerful handsets that continually push the boundaries to provide true mobility and freedom for its users.