Bruce Swan is Making this Worse - We were almost there.

Well here we are again. Mr Bruce Swan the Head of HTC's UK Customer Service contact thinks he stands in a confident position.

His latest disappointing letter to me sent to me very nicely this time by Royal Mail signed for, seems to talk from a premiss that HTC done a fine job in resolving this.

Taking a moment to see the live status in the resolving of this whole fiasco it can be seen here along with the very simple points required in putting this all behind us.

I really like the brave statement, "thanking me for creating this website that describes my service experience and that they thank me for my constructive feedback". I am particularly amused by the point "service experience".

Further reading reveals that Bruce Swan on behalf of HTC really is still ignorant to the whole fiasco. I invite him for the sake of HTC and to avoid any further victims of their service standards to read this website thoroughly. It's amusing to then read in this latest response that, "Bruce Swan/HTC recognise that with the handling of my case they as a business did not meet my expectations..". It's fair to say by any standard, HTC representatives went out of their way to act dishonestly and hinder as well as create actions that attempted to stop me from resolving this. The paragraph goes on, "HTC provided me with a free of charge upgrade from my original (which was a still broken original after sending it exactly as instructed to on TWO attempts) M7 to their most current flagship, the M9.". First of all, I only ever stated I required a brand new factory sealed phone not their most current flagship. This was before HTC attached a demand for me to remove this website and social media posts in order to reach a resolve that was amicable to both. You can read their request here. To this request in reaching a resolve for both parties I responded in good faith immediately with a very reasonable three point list of actions (Viewable at the top of the page) to make good the number of points HTC inflicted upon this situation and required to make this situation good.

Further ignorance (for want of a better word) to the case is demonstrated in the letter's closing paragraph and is read as follows, "HTC cannot accede to my request for additional compensation.."! additional compensation?! The replacement phone which you offered was in no way compensation. Be clear on that the phone was never required as compensation nor was it suggested or agreed that it would be. I even had to be without a phone (a defective one at that) for a further inconceivable THIRD time because Ryan Fox found it impossible to dispatch this apparently compensation phone without the original defective device (As if I cared about holding onto a defective phone). If anything, I done HTC a favour in sending it with nothing to show for it in my hands.

Bruce Swan, even though you try to dismiss my valid request for the stipulated compensation in saying that "you will not engage with me on the issue further", the matter is not closed. If anything it demonstrates your enthusiasm in failing at your most important role, which is to resolve HTC customer related issues. If you are unwilling to resolve this just as Kenneth Stople (and associates) had tried and for which you apologised for.

The compensation is required for the time it has taken and is still taking me in resolving this whole fisaco, the rudeness, incompetence and hindrances I have been subjected to by your agents and then the weirdness I encountered by your agents namely this incident in which your people (Simen Dæhlin) tried to access my private information on my LinkedIn profile.

Bruce Swan, if you are incapable of dealing with this then I require that you then pass this on to your superior right up to the head of HTC Cher Wang (Cher_Wang@htc.com) if needs be. You have my details, you know very clearly what is required and exactly why and I do want this behind us. As previously stated I am within reason to increase the level of compensation. Due to your insistence in agitating and prolonging a very simple and valid resolve which is costing myself yet further time and inconvenience, the required amount now stands at four times the replacement device's value (4 x £499.95 = £1999.80). As has been stated to me by yourselves before, "you have ten days to accept this offer" (deadline is the end of working day on Wednesday the 17th of February 2016).