Written on: 13/11/2010 by sausagecreature (2 reviews written)
HTC Wildfire: Great phone, battery drains quickly if using all facilities (i.e. GPS, Mobile internet, Bluetooth),but this is common with all smart phones.
Tech support at HTC are sadly not great. They are nice to deal with, they sound proffessional and helpful, they answer the phone quite quickly most of the time.
BUT....they fall down on actually "committing to what they promise" or being able to fix things:
I have an issue when using the phone as an internet modem, after a few days the connection fails. This is where HTC have really fallen down.
They promised to esacalate the issue to a team that understands the issue. They didnt. I had to chase this six times to get it escalated.
The response to the escalation was left as a voicemail on my phone, it was inaccurate, had instructions and steps for me to follow that didnt reflect the menus I was seeing or the options I could use.
They told me to upgrade to a version of Android that doesnt even exist.
I have performed more diagnostics than HTC into this issue, and have had to guide their staff on what to do, and how to do it, and they havent understood, and havent made any steps.
I keep updting the case, and get no response from HTC relating to my questions.
Periodically I get a response by email, the content of which shows the staff didnt read the case notes before responding, because they are asking me to do the same thing over and again, which we have already established doesnt work. This is sloppy and unproffessional.
They told me at one point it is impossible to use the phone like this with T-Mobile. This is not true, I am doing so on a daily basis.
Presently, the only solution is a full factory reset every 2 days, which deletes everything from the phone.
I have had to raise six cases for this issue, because the first 5 were closed by the support engineer without a resolution. At times these earlier cases had quite a lot of technical details in them, and I had to repeat all of this.
Apparently, if you call them to give additional information, the support engineers cannot add this information to a case/ticket that was logged on the website, and they have to open a new case. So, now as a customer one has TWO tickets being badly managed, and getting updated with poor quality advice. It makes it even harder to manage the situation. That is a key point - I feel I am having to manage the suupport engineers, as they dont understand basic troubleshooting, escalation or how to keep to commitments.
One of the most worrying aspects, is one support engineer told me the upgrade to Andriod 2.1 for T-Mobile, Vodaphone and Orange customers, that the upgrade fried the motherboards of the HTC phones, and that they had a box of 500 which had been returned by customers and needed replacement motherboards. They had ordered the boards from manurfacturing in Asia, but were only sent 100, and therefore had 400 irate customers wondering why thier phone repairs were way over due and they were still without phones. They are still waiting on the replacement boards, and there is a problem in manurfacturing as well.
I love the phone, but am starting to wonder if it was the right choice with the difficulties I am having.
Very very very disappointed with the post sales support.