Posted by GenoDoesNotCare
In early November of 2017 I began having difficulty with my HTC 10 in keeping connected to WiFi. By mid-November I could not connect to WiFi at all. No problem, I had purchased the replacement protection, so I contacted customer support on November 22, 2017 for a swap.
On November 23, 2017, HTC sent me tracking information for my replacement phone along with instruction on what to do once it arrived. I waited. I see a hold charge appear on my credit card. I waited. Waited a little more. I check the tracking number on December 4, 2017 and see the replacement phone hasn't even shipped yet.
I call customer service who says they don't know what's going on and say they'll hand this over to an expediter, a guy named GENO. This GENO will be getting back to me with details. Ok, fine.
A week goes by. I call customer service. They tell me that only Geno can help me, and that they'll bang him off an email to contact me. Well, 5 days after that Geno does call me, gives me the "we're a bit back-logged please be patient, I will personally make this right." Fine, thanks GENO, keep me updated when you can.
Long story short, I have been calling HTC 2-3 times a week now for the last 45-DAYS trying to find out where my replacement phone is. All I get is "GENO is aware. GENO will be getting back to you. GENO is handling this case", etc, etc, etc. Where's GENO?? I don't know. I'm beginning to think that one and only communication I've had with GENO was a figment of my imagination.
I have been hearing for 45-DAYS now that Geno will be giving me a call, an email, a carrier pigeon, a back-rub, whatever. NOTHING.
Zero communication from HTC, which is really all I'm asking for. Zero Customer Service. It's so disappointing. I've been a loyal HTC customer, along with my immediate family, since 2009. I've sung their praises, recommended their products, and thought I had that whole mobile phone thing covered so long as they continued to make them.
No more. I'm done. Over two months to get a replacement phone and still waiting. No communication, everything has been generated on my end. It took them two seconds to charge my card and then they just sort of swept the whole thing under the carpet.
This has been on of the worst customer service experiences with a defective product I've had in recent memory.