James Mayes

Posts Tagged ‘HTC Corporation’

Blog: Epic fail from @VodafoneUK store reps…

In Mobile, Personal on January 17, 2013 at 10:44 am

So I picked up a new HTC One X phone late last year. I think it’s one of the best Android phones out there and I’ve been very impressed. Until recently. The screen started phasing out on me. Some wierdness with the colours, then the sizing, then finally just refusing to show anything. The phone itself is fine (proved this via feedback noises on a few different tests) just the screen. Clearly, a repair or replace is needed.

The handset came from Vodafone, about 3 months back – so pretty fresh, protected by a case the whole time and not a mark on the phone or the case. Picked it up on a contract, one of those where you pay for the airtime and data, the handset being provided “free” – meaning you have to commit to twelve or eighteen months of charges, so paying for it that way instead. Always thought that was fair enough, never had an issue.

Took the handset to my local Vodafone shop, where an interesting conversation ensued. According to two different sales assistants, my contract covers the airtime only. The phone is provided absolutely free and as such, the retailer has no responsibilities towards it and the sale of goods act does not apply. This means despite the fact its become non-functional very quickly, Vodafone don’t have to do *anything*.

They offered to take if off me and send it off to a repair centre to be fixed under HTC’s warranty, but this leaves me with two problems. Firstly, I’m now paying for airtime and data which I can’t use until they fix/replace and return the phone. Second, the HTC warranty is valid for twelve months and I have an eighteen month contract. What happens if the handset breaks in those last six months?

Vodafone suggested their insurance was the perfect solution… but this adds nigh on 50% to the monthly cost, for something which *should* be free from failure for the life of the contract offered. Of course, if I lose or smash it, I expect that to be my problem.

Here’s the final piece of amazement for me though… I challenged the sales guy on whether he thought this situation was reasonable. He stated that he didn’t think it was, but that the law let them get away with it.

customer-service

Way to go, Vodafone! Rest assured, you’ll not be getting another contract out of me.

Blog: Listening to Social Media – someone got it right!

In Blogging, Gadgets, Mobile, Social Media, Twitter on April 13, 2011 at 6:36 pm

So those of you who follow my tweets regularly will probably be aware I accidentally destroyed my mobile recently. Annoying yes, but covered by insurance, so no major drama.  Turns out, there’s a fair amount of paperwork to be done before you get anywhere near actually sorting the phone.  This resulted in a rather disgruntled tweet:

That was on the 8th April. I heard nothing back – no surprise there really.  Until today (13th April).  They called. Someone had not only seen my tweet, but decided to respond and explain the reasons why the claims process works in the way it does.

OK, so they didn’t get to it immediately – but they were listening and they did decide to act on what they heard.  Already, this puts them in my good books.  Thing is, they didn’t stop with an explanation.

The caller went on to talk about the other tweets they’d seen from me. One a few weeks back about a potential upgrade. One more recently about a new HTC handset I have my eye on.

We had a meaningful conversation which has resulted in a change to the usual process, no additional cost to them, me being a FAR happier customer than I ever thought I might and YOU reading this post about that company.

Listening works. Try it.

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