HTC: Hell To Customers!!!
Phones. They’re a big deal these days. I think it would be easier to stop breathing than do without my HTC M8 because my life is on that streamlined, silver box of delights – schedules, emails, contacts, notes…in short, everything the modern customer research consultant needs to go about her daily business. When I chose my make and model I did some serious research of my own (comes with the territory) and was sold by reviews that included:
“Stunning design, loads of power; HTC’s done it again” (Tech Radar) and “The HTC One M8’s robust but elegant design encases a host of top-end components and key productivity features that make it one of the best Android smartphones currently available.” (v3.co.uk)
This week my world caved in quicker than the TOWIE cast faced with a free all you can eat buffet. My phone has stopped working. I repeat – my phone has stopped working. All I keep getting from my sleek sidekick is a message that said “internal storage is critically low”. Nothing works. I moved as many apps as possible to the SD card but still nothing. And so this morning I contacted HTC.
Now it’s time for me to give you a little ego boost, my TMP Faithful. I’m going to tell you a tale of such appalling customer service that you’re going to feel pretty good about your own standards of consumer care. Unless you work for HTC…you don’t do you? If you do then you’d better sit down – but before you do, pour yourself a stiff drink. You’re going to need it.
Accessing their live chat service, I was hooked up to a customer service representative who I can only hope is not in the slightest bit representative of their usual standards of service. My new best friend was called Istvan. I told him that my internal storage was full, despite removing apps and moving as many as possible to the phone’s SD card. The response I got?
“The model has 16 GB internal storage, not everything can be stored on the SD, if the internal storage is full, remove some apps”
With as much patience as I could muster I repeated that I’d tried this and it hadn’t worked. This is where Istvan really started to fall out of my good books, telling me:
“Ok, if the storage is full, what else solution do you expect? Remove some apps, that is all I can advise. Please can you let me know if there is anything else that I can help you with? If I have not received a response from you, your session will automatically timeout soon.”
Starting to feel unnervingly like Bill Murray in Groundhog Day, I repeated – we’re on the third time of asking now people – that I’d removed some apps and moved as many as possible to the phone SD Card. And with less thought than Erica the humanoid companion robot Istvan replied:
“It is good to know the device features that you purchase. The phone has 16 GB internal storage, 6 GB is used for the OS, 10 GB is for apps. If 10 GB is not enough, I cannot help you. Remove some app or app updates. As this conversation does not seem to go anywhere, I will end this session. Thank you for contacting HTC today. Bye.”
And that was it. Customer service over before it’d even began. If I’d have wanted to start the day with ignorance and ill-manners I’d have searched for Donald Trump’s latest speech on YouTube. Except I can’t. Because my phone won’t work. Where’s the ‘loads of power’ and ‘productivity features’ boasted about on the HTC website?
I’ve done a little digging and it seems that I’m not the only one with issues around HTC’s customer service. According to customerservicescoreboard.com, HTC’s customer service is ranked #417 out of 840 companies with an overall score of 32.58 out of a possible 200. They have 330 negative reviews and 24 positive ones. And a quick search shows the internet’s littered with bad reviews. HTC, your products might be shiny and lovely to look at, but you can’t just ditch your customers once they’ve handed over their hard-earned cash for one of your gadgets. For a start, you’ll get no repeat business, let alone the damage it does to your reputation.
Come on! Customers are the most important people in your business and help centres are one of the most critical consumer touchpoints out there – get it wrong and everything starts to slide. Invest in them – by putting time and training in your customer service representatives.
Do you really know how they’re representing you? Is it how you want them to represent and most importantly is it what your customers want? If you want to find out get in touch with The Monachie Project. Just don’t try my mobile!!!