I must admit that HTC smartphones are aesthetically-pleasing. The build quality is at par or better with the iPhone and obviously no match to the flagship phones of Samsung which looks pretty much the same and has the plastic feel. But before buying an HTC device, you might want to consider their poor aftersales support.
- March 2014: phone conked out
- April 10: sent phone to WSI PhoneCare and was given estimate that my phone should be ready in one (1) to two (2) months.
- May 2014: called service center. Most calls left unanswered. Was given an estimate that my phone should be ready by June.
- June 10: called them. Phone still waiting for parts. Expecting shipment of parts by July.
Last April 10, 2014, I sent my HTC One (the first iteration) to WSI Phonecare (contact details) for repair. My HTC One, out of the blue, just won’t turn on despite having 40-60% battery. I tried charging it for hours using two different chargers, the bundled charger and my friend’s HTC One charger. After they assessed my phone, I was told that they don’t keep parts so they still need to be backordered. I was given an estimate that my phone will be released within one (1) to two (2) months.
After the first month, I tried calling them to ask for follow-ups. Most of the time, my calls were left unanswered. I was fortunate to contact them once May and was given an estimate that my phone should be ready by June.
Earlier, I called them again to ask for another follow-up. I was told my phone is still awaiting for parts and that they are expecting a shipment this July. I asked if lend out service phones but I am yet to get a feedback from them.
This frustrated me so I decided to call HTC Philippines (contact number) to report my case. The agent I talked to (I was not sure if it was Grace or Kris, employee number: PH000089) was nice and courteous but I realized she’s not in the perfect position to resolve my issue so I asked her to transfer me to her supervisor. Unfortunately, her supervisor wasn’t available that time and was offered a callback within the day.
I am not sure if HTC Philippines is aware of the situation of their service center or not – if they are aware that their partner service center don’t stock parts. During the time I sent it, the new HTC One still wasn’t released in the Philippines yet. My phone, the older HTC One, was still their flagship phone so it makes no sense not to stock parts of a flagship phone. Moreover, lending a service phone during the repair process should be a standard. It’s such a huge inconvenience to have no smartphone to use.
I’m not convincing you not to buy a HTC smartphone. In fact, they’re the best phones I owned (except for the subpar camera compared to other manufacturer’s flagship phones). It’s up to you if you want to play safe and avoid them (to avoid the headache of their aftersales support) or enjoy their wonderful phones and hope it won’t suffer the same fate as mine.
PLDT Toll-free: 180014410789
Globe Toll-free: 180089086588
Business Hours: 9am to 9pm Mondays to Saturdays, 9am to 6pm on Sundays
WSI PhoneCare, Inc (service center)
8th Floor Don Pablo Building
114 Amorsolo St, Legazpi Village
Phone: (02) 4038951
UG Floor of Ali Mall
Araneta Center, Cubao
Open from Mondays to Sundays, 10am to 9pm
UG of WSI Corporate Bldg
Kakarong St Metropolitan Ave
Open from Mondays to Fridays, 8am to 5pm
2F Robinson Lipa
Lipa, Batangas City
Open from Mondays to Sundays, 10am to 8pm
345 M. J. Cuenco Ave cor L. Tudtud St.
Mabolo, Cebu City
Open from Mondays to Fridays, 8:30am to 5pm
Unit 11 Plug Holdings Bldg.
141 R. Castillo St.
Agdao, Davao City
Open from Mondays to Saturdays, 9am to 6pm