Complaint Review: HTC

I ordered a phone from HTC online on 01/22/2010. The phone came with free overnight shipping. The package arrived on 01/25/2010 the box was empty and appeared to be in tact.

I called HTC 15min after opening my empty box, reported the issue and the ticket was given to the Escalations Dept, I advised HTC that I was going out of the country 02/01/2010 and I would need a phone by then, I was told by HTC this wouldn't be a problem.

I heard nothing for 24hours so I called HTC 01/26/2010 for an update. There was no update, I asked about getting a refund, I was told that the warehouse messed up the shippment and there was no serial number related to my order so they couldn't issue me a refund. I was told to wait 48 to 72 hours for a response.

I called HTC back 01/27/2010 I was told now that it might have been a shipping error and that someone might have stolen the phone of out the shipping box.... and I was told to wait again.

I called HTC back on 01/28/2010. I was now told by Joshua Aarons that the form for my escalation was not filled out correctly and that the process would have to start over again.... He also told me that this issue of empty shippments being sent out had happened to a few people... He walked me thru all the information required again!

I called HTC back on 01/29/2010. I was told that they would need another 48 hours since my ticket had just been escalated on 01/28/2010 and that Google would be the one contacting me. Heather Cummings one of the supervisiors at HTC customer service was very rude, ill informed and offered no new solutions. She seemed to have only reviewed my file when I challeneged her lack of knowledge of the facts.

I want to warn others who might want to buy an HTC phone online that this could happen to you as they have no systems in place to deal with Customer Service matters and are not accountable to anyone after they are prepaid.