Handtec - worst company I've ever had to deal with!!!

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Handtec - www.handtec.co.uk
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Rooneyru24's review of Handtec - www.handtec.co.uk

“Handtec - worst company I've ever had to deal with!!!”

★☆☆☆☆

written by Rooneyru24 on 06/02/2017

Worst company I've ever had to deal with! All I’ve been trying to do is get a mobile phone repaired validly within its 2-year warranty period. ... copied from my most recent email to Handtec ... I purchased a HTC One Mini mobile phone from Handtec in June 2014, the camera failed subsequently and I returned it within the two year warranty period initially to HTC in April 2016. Now it is Feb 2017 and despite months of phone calls and emails I feel no further forward towards resolution and have become more and more appalled by the totally unsatisfactory ‘customer service’ from Handtec; particularly the constant promises to get back to me within a x hours or that afternoon or next day … I never get contacted with these promised follow-ups.
• 21/06/2014 –Purchased HTC One Mini mobile phone from Handtec for £254.27
• 14/04/2016 – Returned mobile to HTC because main camera will not focus and buzzes continually when in us
• Various dates .. phone calls with HTC to accelerate repair, I was assured by phone that they have escalated and will repair asap
• 17/05/2016 – The only Product Returns update ever recorded that I can view in my Handtec Customer Account is “ Customer called in saying that had contacted HTC and they returned to him saying out of warranty and EOL, also no parts etc. Fault in the main camera, out of focus, buzzing sound. Discussed with ???, getting this back “
• 31/05/2016 – Handtec confirm receipt of my mobile phone and confirm “… We will notify you by email of the progress. However, you may also visit your customer account to view the current details of your service request …”. Updates originating from Handtec have been almost non-existent and there is very little on my Customer Account .. only the update noted in above bullet point!
• 07/07/2016 – Email update from Handtec (but promised subsequent update did not happen!) “… Unfortunately, we are having quite a few issues with HTC in regards to the communication. We are chasing them up after every couple of days and will have more updates for you in the beginning of next week“
• 09/08/2016 – Email update from Handtec (but promised subsequent update did not happen!) “… I am extremely sorry for the delay in replying you back and would like to inform that we are trying our best to get an update from HTC but the only way of contacting HTC is the customer service number, there is only one, and there's no way to contact the repair centre, for anyone even customer's. Each time I call they pass my details to the repair centre who will contact me but each time it's 2-3 days. I have said it's urgent so many time's and need the call back asap. they have said - again - it will be today by close of business. If we do not receive a reply back by the end of today we will have to escalate this matter further with their management.”
• 18/08/2016 – Email update from Handtec (but promised subsequent update did not happen!) “… I can surely understand this unfortunate situation and the delay caused by HTC. We are constantly and consistently following up with HTC, and shall be able to update you in the next week“
• 07/11/2016 – I phoned Handtec. I was advised that HTC cannot fix my phone and returned it the Handtec. In an attempt to get it repaired Handtec have sent the phone to a 3rd party mobile phone repair company in another attempt to get it repaired (the Customer Service guy said his name was ‘xxx xxx’ and the phone had been sent to ‘zzzzzz’ for repair.
• 14/11/2016 – Email update from Handtec (but promised subsequent update did not happen!) “… I would like to inform you your item was received by us today, though unfortunately the service center did not repair it even though the fault is supposed to be covered under warranty. Our returns department have planned to raise a refund resolution for you. You will be contacted today by our returns department to confirm you what the return resolution would be.“
• On or soon after 14/11/2016 – Due to lack of promised contact from Handtec to confirm ‘return resolution’ (as you can imagine, I was not surprised), I phoned Handtec Customer Services. I was told by ‘xxx’ that ‘yyy’ will phone me to discuss refund .. again this did not happen!
• Various dates – In addition to the above, I have made numerous and sometimes lengthy phone calls to the Handtec customer Service only to be told of further delays and again I am each time given promised that they will get back to me in a few hours or someone will update me the next day .. these follow-up updates never happen!

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