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What is this site?

This site seeks to document my experiences in attaining a resolve to what is really a very simple issue.

The issue revolves around a defective battery which through HTC UK's continuing incompetence has proved too much for them to care about.

Why is this site here?

To offer HTC's hierarchy to easily witness the blatant incompetence their customer and customers are being subjected to by individual inept representatives and their "care" department as a whole.

Every point of contact with HTC UK Care has been and is being documented here good and bad (although more bad than good unfortunately).

What can I do?

Firstly, if you work for HTC and care about your company as well as the customers that buy your products, contact me immediately and engage with the aim to resolve instantly. Apologies are of no use. Only a real resolve is.

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If you're a fellow consumer, I seriously advise to your think twice or thrice before buying any HTC product. Actually the products I find are generally very good and some of the best on the market. It's their HTC UK "care" team that let the whole company down. They just don't care.

So what's the story?..

It really is very simply but got turned into a complete incompetent mess on purpose by HTC UK's ego driven care department along with their evidently inept repair centres.

Sent my defective phone within it's warranty period not ONCE but TWICE exactly us HTC wished with the fault of a defective battery clearly specified. Along the way experienced despicable conduct from representatives of HTC. The whole issue is ongoing with HTC demanding for me to get a working phone I must return it to them AGAIN for a THIRD time with zero believable assurances. All confidence as been destroyed by HTC.

Required Resolve

1. A factory sealed brand new HTC One M9 sent by tracked delivery to my address.
2. Compensation to the value of four times the above device. 4 x £499.95 = £1999.80 transferred to my account (amount worked out by current retail price of said phone from a reputable dealer rather than the RRP of £569.95.)
3. A written apology by Kenneth Sople or by his superior on behalf of Kenneth Sople for the terrible treatment he subjected me and my valid points to.

The conclusion!

HTC UK "care" staff are amazingly incompetent to say the least. They were at ease with showing huge contempt towards customers they are by definition meant to serve and resolve HTC emanating problems for.

The team and everyone seem to be operating under themselves. Stating that they are self regulating and appealing to those higher up HTC hierarchy is pointless. As they are given unconditional power to impose ultimatums however unfair and illogical upon the wronged customer.

Their escalations department as far as I can tell is actually the very same department as their regular support team. Supposed managers from escalations are fine with admitting they do not have the power nor will to resolve a complaint amicably. They will tell you that if you do not agree to their biased ultimatums they are happy for you to write to the company's CEO (which I did as a direct result). They are a gang unto themselves. I have listed the most incompetent representatives on this site's Representatives page.

The most telling aspect to their arrogance is that from log reports, you will see that they are closing cases at their own will on the customers behalf. This I can only determine, being a mask for internal report statistics to appear to be resolving cases to their superiors. Or it might Making out that their department is function well when it is evidently not. The telling aspect is the log entry quoted below and is viewable at this site's Logs page (very end of the Log page).

The below quoted entry was not actioned by myself meaning anyone of the agents (Suspected to be Kenneth Sople). It shows how deceitful and unprofessional this department is.

[2015/09/23 12:47:47 from Stuart Oswald] Ticket close from email

This is the only way as all trust in HTC and their care procedures has been used up the last time I had received the phone back still defective.

So Many Fails

A pretty rough list of points where HTC UK "care" failed in simple basics. Every opportunity has been afforded their care team and systems to resolve this simple issue.

Points of Failure

1. I initially contacted HTC UK online care team with the original battery defect well within their warranty period. Booking in confirmation can be seen on the Supporting page.
2. HTC advised me to send it in for repair.
3. I followed instructions exactly and sent the device to HTC for repair and at large inconvenience to myself (preparing the device and waiting for HTC to collect).
4. Waiting an extended period of time for HTC to repair the specified defect.
5. Waiting again all day for HTC to return it.
6. Defective device came back with the defect totally un addressed or resolved in any way.
7. A complete waste of my time.
8. I contacted HTC online care again. Totally rude and unhelpful. Exacerbated the failure more so.
9. Istvan contacted me back by telephone.
10. Ishvan promised a battery replacement if I send my phone one more time.
11. Stated this would be the last time I send my phone in. Istvan reiterated his promise to replace the battery.
12. I begrudgingly agreed to send phone again for a second time.
13. I followed HTC's instructions AGAIN and sent phone again for repair the SECOND time with further large inconvenience to myself (preparing the device and waiting for HTC to collect)
14. Wasted day again for collection.
15. Almost two weeks before device was dispatched back to me despite Istvan and other agents promising that the defect would be worked on quicker than before.
16. Before receiving device I contacted HTC online care.
17. Chat agent confirmed that Ishvan's promise was not fulfilled and no work was done on the phone.
18. At this point I instructed the HTC agent to recall the device (as I had not taken receipt of it yet).
19. This was second and last opportunity to be in possession of the device.
20. Agent insisted I have to take receipt of it, whether it was repaired or still defective.
21. I requested to speak to a manager during this urgent chat session seventeen times.
22. All points to speak to a manager were declined to HTC's detriment.
23. The chat session was useless.
24. The chat agent was rude, repetitive and exacerbated the whole terrible service.
25. Waited a whole day to receive the pre-confirmed defective phone.
26. Phone was received in completely the same state that I had sent to HTC in with the exact same defect in place just as it had been sent to HTC in.
27. Logged a complaint
28. Complaint not addressed apart from a useless apology that was not required nor requested.
29. Apologies do not relieve HTC of responsibility.
30. Complaint was not even being dealt with by a manager.
31. Respondent merely wanted me to follow the booking in process again for a third time.
32. Clear requests to speak with a manager went un addressed.
33. Blatantly told I had no right to speak to a manager.
34. Received wave after wave of repetitive messages merely demanding I send in my phone again for a THIRD time for the same defect as the first two times.
35. Eventually got an email from a supposed manager by the name of Kenneth Sople. You can read more about the representatives that I encountered on the Representatives page.
36. Manager Kenneth Sople promises NEW PHONE.
37. Manager Kenneth Sople fails to address complaint points regarding bad service, phone not being repaired twice, compensation or good will for the huge inconvenience caused.
38. Manager Kenneth Sople fails to state despite repeated questions regarding the phone's replacement model.
39. I begrudgingly accept to take receipt of proposed new phone despite receiving no assurances from manager Kenneth Sople as to what model will be sent.
40. I rightly state that I will take receipt of replacement phone to inspect after which I will happily send my defective phone to HTC.
41. Kenneth Sople is unwilling to confirm any details regarding the proposed new phone.
42. Kenneth Sople goes back on his promise of a NEW PHONE stating that he does not know and is unwilling to find out what the phone will be.
43. Cannot confirm the model, whether it's new or used. Whether it's made of new or old parts. Nor does he state and time frame.
44. Manager Kenneth Sople agrees to send phone only to come back a few days later saying I must send my phone in yet again for a THIRD time.
45. Kenneth Sople is not even willing to contact a repeatedly mentioned repair centre to ascertain basic information despite me suggestion this to him and then requesting it later.
46. I correctly state that this is unacceptable and that none of the issues have been addressed satisfactory.
47. Kenneth Sople states that I will not get this resolved.
48. Kenneth Sople says the rules prevent him from resolving this issue despite him stating that he is a manager.
49. Kenneth Sople says that if I don't like it I should complaint to head office.
50. I rightly state that I be consigned compensation.
51. Kenneth Sople states that I am not going to receive any compensation despite me only saying that I am thinking of compensation.
52. Kenneth Sople says that if I made the complaint it is only going to go back to him to resolve and the situation will stay unresolved.
53. Kenneth Sople ignores valid messages attempting to resolve the whole issue.
54. Kenneth Sople is the second largest issue that has made this whole experience with HTC as bad as it is after the failure of HTC to repair the original and still standing reported defect.
55. Kenneth Sople then responds a number of times, stating that he is only responding for the sake of responding. Explains that he is doing it because his computer system would flag it up otherwise.
56. Kenneth Sople would have been better using his time to resolve the whole issue in a professional and reasonable manner.
57. Kenneth Sople then stops responding to pleas for a resolve.
58. I wasted weeks with Kenneth Sople who is by all accounts not actually a manager and is in fact incompetent.
59. I get a message out of the blue from a representative called Adam Williams.
60. From what I can tell Adam is a mere service agent and held no authority in dealing with this complaint.
61. I went from a supposed manager to a service agent with no authority to deal with this issue and with no resolve at all to any of the complaint issues.
62. He does not introduce himself.
63. I then receive wave after wave of repetitive messages.
64. I repeat my specific questions as to the model type and condition and state of any replacement device.
65. No attempt is made to ascertain this information.
66. Adam makes a bizarre statement that we might be in some negotiation.
67. I am not negotiating. I want a competent resolve to this that offers absolutely no further inconvenience to myself at all.
68. I state again that I will not be sending my phone again.
69. All emphasis is placed upon a repair centre that nobody can contact despite repeated requests.
70. I specifically ask that Adam Williams contact and ascertain this basic information.
71. I state I do not want to hear about any centres or whatever other excuses. None of which concern me.
72. Adam Williams can't help himself but repeatedly talk about the repair centre.
73. Adam Williams is happy to reply on a Saturday stating that the repair centre is closed and he can't contact them.
74. I wait a whole working week for Adam Williams to contact the repair centre to ascertain basic information.
75. Adam Williams never ascertains such information, did not contact the repair centre at any time.
76. Requests to speak with a manager go ignored time and time again.
77. Wasted weeks with Adam Williams.
78. Getting fed up with nonsensical repetitive messages going around in countless circles. I contact HTC's social media team. This can be read through the Social page.
79. Your social media team are just as uncaring as HTC's care team.
80. Because HTC did not like me stating the appalling service openly on your facebook page I somehow get that requested response from a manager. Found through the Emails page.
81. Every person I have contact with does not have any understanding of the terrible service I've received.
82. Every person is besotted with me sending my phone again for a THIRD time with ZERO specific commitments.
83. Rolandas Pakenas introduces them self as a manager but fails to address any of the above issues. This thread can be read through the Emails page.
84. Rolandas Pakenas only answers one of the specific pieces of the required information regarding the proposed replacement device.
85. Just like the others Rolandas Pakenas repeats the illogical and unsubstantiated demand that I send my phone AGAIN for a THIRD time to a repair centre that couldn't make good the original defect TWICE before with ZERO specific commitments for the replacement device or even the time frame involved.
86. The story goes on and on...