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My Case Against HTC Philippines and SIS Philippines


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I’ve decided to publish my open letter to the Department of Trade Industry to voice out my frustration against a company that doesn’t value their consumers and failed in so many instances to provide quality service to their customers.

To Whom it may concern

The Department of Trade and Industry,

April 25, 2013

I am writing you this letter today to ask for help regarding my poor experience with HTC Philippines through their Official Service Center provider SIS Philipines who’s office is located at Suite 3003, 30th Floor, Atlanta Centre, 31 Annapolis Street, Greenhills, San Juan with phone number 822-9269 and email support@sisph.com

I used to be a proud owner of a HTC mobile phone and have been a loyal consumer of HTC ever since they became available here in the country. Last April 18, 2013 I decided to have my phone fixed due to a problem with the phone’s receiver. I can’t hear the other party through the receiver whenever I make phone calls using the phone.

After consulting with my Wireless Provider SMART Communications, I was directed to go to the OFFICAL SERVICE CENTER of HTC Philippines which is SIS Philippines. This would be my first time to have my phone serviced and I wanted to make sure that I would only get it serviced by competent technicians licensed by HTC Philippines so I decided to take it to the said service centre.

Upon arriving at the centre I spoke with the representative and told him my concern. Unfortunately I wasn’t able to get his name. I showed him my phone and I told him that I would like to have the receiver fixed since to me it’s just a simple matter of replacing the receiver and the attendant even told me that it would only cost around P200. He also mentioned that they will be performing diagnostics on the phone and that I might lose my data. I told him that losing my data is not a problem since I always keep a backup of my files on my memory card. After removing my sim and memory card I signed a waiver (see attached) and was given a job order slip (see attached) and was adviced to follow up to check the status of the repair.

I got a call yesterday (April 24, 2013) from a customer rep by the name of Andrew with employee number PH012900 who introduced himself as an HTC Tier 1 Support rep and informed me that diagnostics have been done on my phone and that they found multiple problems with it. He mentioned that during the diagnostics they found out that the LCD, Motherboard, Battery, and Receiver are all defective and resulted in the phone not booting up to the system. I was shocked since I left my phone with them in functioning condition except the faulty receiver. He then continued on by saying that in order for them to fix the phone I would have to pay a whopping P20,000. This got me aggravated and told him that I would just want to pull out the phone from their centre but would like to know who is responsible for damaging my phone. He said that the company SIS Philippines is their official service provider in the Philippines but didn’t give me a straight answer as to who will be liable for the damages brought about by the intrusive diagnostics they did on my phone that resulted to it completely failing. I then asked for a supervisor and got a hold of an Angelo with employee number PH000086 who introduced himself as an Escalation Specialist from HTC Philippines. I explained to him my situation and all he said was that he understands my situation but unfortunately he can’t do anything about it and I would have to take my concern to the service centre and the technician who performed the diagnostics on my phone. I asked for the name of the technician that performed the diagnostics and he told me that based on what’s showing on his system the name of the technician is Hefner but that’s all he can provide me. I asked Angelo if he could transfer me to his manager or have his manager call me back regarding my concern. He just said that he will have his manager or the technician from SIS call me the next day. I waited for a call from HTC or SIS the whole day today (April 25, 2013) but never heard anything back from them.

I decided to go to the service centre and get an explanation from the people who performed the diagnostics and ask who is accountable for the damages. I got to talk to a supervisor by the name of Agnes Ante who was very arrogant in saying that they will not take any responsibility for the damages. I told her that the phone was working and functioning when I brought it to their service centre and now after they performed their diagnostics they are giving me back a dead phone. She just said that they can not do anything about it. I asked for a copy of the waiver that I signed. The waiver only indicates that I’m waiving my rights to data loss that may happen and theft, fire, or any act of God which is beyond their control.

Under the Consumer Act of the Philippines:

ARTICLE 99. Liability Defective Services – The service supplier is liable for redress, independently of fault, for damages caused to consumers by defects relating to the rendering of the services, as well as for insufficient or inadequate information on the fruition and hazards thereof.

 

The service is defective when it does not provide the safety the consumer may rightfully expect of it, taking the relevant circumstances into consideration, including but not limited to:

a) manner in which it is provided.

b) the result of hazards which may reasonably be expected of it;

c) the time when it was provided.

 

A service is not considered defective because of the use or introduction of new techniques.

The supplier of the services shall not be held liable when it is proven:

a) that there is no defect in the service rendered;

b) that the consumer or third party is solely at fault

I strongly feel that my rights as a consumer is not being respected and therefor I asked for the contact information of their legal department to which they provided a certain Robert Dorado’s contact information 09399228210. When I asked if he’s a lawyer or someone who’s from SIS Philippine’s Legal Department, Agnes Ante told me that he is from HTC and that he is also handling their legal department.

I wasn’t happy with the way my concern is being handled so I asked if I could talk to Agnes’ manager. She told me that her manager Cyra Francisco is in a meeting. I told her that I am willing to wait to resolve my concern. After waiting for almost 2 hours I decided to leave defeated and tired trying to air my concern. I am hoping that your good office would be gracious enough to hear my complaints and assist me in getting justice from this unscrupulous business processes of these two companies.

All I’m asking for is for them to fix my phone back to the way it was when I handed it to them. Either that or have it replaced with a working phone of equal value.

Sincerely

Dante Deato

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  1. April 26, 2013 at 9:47 am | #1

    This is one thing that’s holding me back on buying an HTC. Dito sa Cebu, wala silang service center. Kelangan pa ipadala ng Manila ang phone if ever kailangan ng repairs. This is not the first time I’ve read about poor after sales report sa part ng HTC.

    • April 26, 2013 at 9:49 am | #2

      Go for Samsung or iPhone instead you will save more in the long run.

      • April 26, 2013 at 11:19 am | #3

        Yes I am in the fence between HTC One and the S4. Kung pinaganda lang sana ng Samsung ang design nung S4, di na sana ako kelangan mag isip. Pangit naman kasi pagka design nila sa S3 at S4 :) HTC on the other hand is a real looker saka di rin masyado malayo ang specs and it beats the S4 in the 2 categories I value the most, the screen and the audio. But the after sales service is really a big blow.

      • April 26, 2013 at 11:54 am | #4

        Still I would rather get a Samsung or an iPhone

  2. living.doll@rocketmail.com
    April 27, 2013 at 6:27 pm | #5

    OMG. I was thinking pa naman to buy. -_- Thanks for this!

    • April 28, 2013 at 11:07 am | #6

      You’re welcome. I’m glad I was able to warn you.

  3. April 30, 2013 at 10:31 am | #7

    Bro ano nang update nito?

  4. Lawrence
    April 30, 2013 at 12:46 pm | #9

    john-san wa, what a coincidence. Was thinking of HTC One, pero this article made me change my mind. Maybe sony XZ nalang or ang next sa XZ.

    • April 30, 2013 at 4:28 pm | #10

      Wahahaha Lao-san wa, parehas diay ta ug phone paliton. I was already decided on getting HTC One but there’s just too many reports of after sales mayhem from HTC, dile ra kani. Add to the fact that there’s no service center here in Cebu, samot. I think you are talking about the Sony Experia Z and ZL. They both have great designs too but bati daw ang screen ngitngit.

      • May 1, 2013 at 1:15 am | #11

        Hehe

      • Lawrence
        May 2, 2013 at 4:12 pm | #12

        Yup, mao pud na nakadiscourage nako sa Sony though lig-on sya, nahan ko sa specs sa samesung S4 pero di ko ganahan sa design. Pero naa pa man daw coming sa sony, maghuwat lang ko. Bsta ang sigurado, di na ko sa HTC, nice unta phone bati lang ang service.

      • May 2, 2013 at 5:04 pm | #13

        HTC hasn’t contacted me yet until now. No word from SIS as well.

    • May 3, 2013 at 11:25 am | #14

      Yep Samsung should have been a no brainer if not for the fugly design. Lets just wait for the 2nd quarter this year there’s lots of new phones coming out. Sony Honami and LG Optimus G2 are rumored to come out.

  5. May 7, 2013 at 6:19 pm | #15

    Wala pa ring update didto bro?

  6. Kim
    May 9, 2013 at 7:50 am | #16

    Hay naku, Ayan. Kaya next time, get an iPhone. #teamSteveJobs talaga ako.

  7. May 23, 2013 at 7:25 am | #18

    aside from this experience of yours Ayan, HTC is a Taiwan company. Go figure!

  8. Archie
    May 31, 2013 at 12:53 pm | #20

    I had almost the same experience with htc service center, I’ll never ever gonna buy HTC phone again!

  9. crazyfists
    June 13, 2013 at 5:49 pm | #21

    i guess ill just settle with my s4 been a iph0ne user since 3g and sold my ip5 and bought an s4,planu unta nko mag htc 0ne bc0z of d 0nly reas0n sa iya audio quality but aftr rding these c0ments d nlng ko,hehe f build nu gnahan since htc 0ne is using metal or aluminum or watevr is dat sht i thnk its m0re premium materials than s4,but etry usa ninu og gunit ang s4 f mkaingn ba mo og cheap ang feel,ingn cla same radaw sa s3 plasticky kau,.but hnstly lahi ra gyud cmparing with my bros s3,best phne 4 me.

  10. gael mitra
    June 13, 2013 at 11:22 pm | #22

    grabe namn yang nangyari sayo brad kamalas malasan nga namn nakuw! plano ko panaman bumili ng htc one pero parang nag dadalawang isip nako ang hirap kaya mag habol kapag di namn maaasahan yang kakulangan nila ng service center nayan tapos ang problema pa gagastos ka ng napaka laki then pahirapan at walapang assurance yung warranty nila dito sa pinas. siguro ang masasabi ko nalang pag pray mo nalang brad na sana maayos din yan

    • June 13, 2013 at 11:56 pm | #23

      Already filed an administrative case against SIS and HTC. Leaving it up to DTI now and praying for them. Win or lose I already feel vindicated. :)

      • lary
        January 17, 2014 at 3:37 pm | #24

        Hi Mr. Ayan! I just want to ask where and how did you send your complaint to DTI. I had a problem on my HTC one. Pinaayos ko sa service center(WSI Makati) imbes na maayos lalong lumala and not totally naayos yung problem (garbled speaker) can you please give me some info’s para naman maipalam ko din sa kinauukulan. Thanks

  11. John
    June 16, 2013 at 2:54 pm | #25

    o shet,. i’m doomed. just bought an HTC for my friend. sana nabasa ko to bago ako nagsuggest na bilhin ung phone. hayzz. sana lang walang mangyaring ganito sa phone ng friend ko. any updates? sana manalo case mo.

  12. Gladys
    June 18, 2013 at 6:56 pm | #27

    I also have a bad experience with HTC. Three weeks lang ang repair period na binigay sa akin pero ngayon four months na sa kanila. Until now, no parts available pa rin daw ang status ng repair. The phone is still under manufacturer’s warranty. I guess phase out na yung parts kaya hindi nila marepair. When I asked them kung bakit walang available parts, hindi nila ako mabigyan ng reason. I already asked for replacement ng unit three weeks ago dahil under warranty pa naman. But until now, walang response ang HTC service center at mukhang binabalewala lang nila. I bought a tablet and two units ng phone sa kanila, and I think I dont deserve this. I want also to file a complaint against them, like you did Ayan, if di pa nila magawan ng paraan this week. Tama ka, kaya sila nalulugi dahil they don’t value their consumers.

    • June 18, 2013 at 7:50 pm | #28

      I suggest you take note of everything that happened with dates and be as detailed as possible. Be patient when you do file a case cause the process here is really slow and HTC nor SIS would admit they have any fault whatsoever.

      • Janet Balacuit
        June 22, 2013 at 7:56 am | #29

        Hay balak ko pa naman dalhin sa SIS yong HTC phone ko buti nabasa ko complaint mo..Iba pa rin talaga after sales ng Apple. God bless bro!

  13. mel
    June 26, 2013 at 3:31 pm | #30

    mr. ayan deato, just read your message.
    i have also problem with my htc and i will try my best shot with them ‘coz i don’t believe in luck. by the way where is that service center located? i will coordinate with them accordingly and hope be given a fair play otherwise, they will be having hard time with dti and i will promise to give them real headache. praying that they will be good to me this time.

    • June 26, 2013 at 3:33 pm | #31

      The one I had a problem with was their service center along Annapolis in San Juan.

  14. John
    June 26, 2013 at 4:33 pm | #32

    We have the same experience… But I experienced it in Nokia cares. 2years ago I have the same problema as yours and after diagnostics they returned a dead phone… I ask them to return it in the state when I lend it to them but same answer I got that they can’t do anything about it. Your a brave men and I salute you for this action…
    By the way I’m an HTC user now and I hope i will not experience this circumstances…

    • June 26, 2013 at 4:37 pm | #33

      Thank you for your comment. I just think all of us deserve better service that’s why I filed the complaint against them. If this happened in the US or any other developed country I bet it wouldn’t take this much effort. Sad to admit but we live customer service here has a long way to go.

  15. john g
    June 26, 2013 at 4:39 pm | #34

    We have the same experience… But I experienced it in Nokia cares. 2years ago I have the same problem as yours and after diagnostics they returned a dead phone… I ask them to return it in the state when I lend it to them but same answer I got that they can’t do anything about it… Your a brave men and I salute you for this action…
    By the way I’m an HTC user and I hope i will not experience this circumstances…

  16. Gideon Lagman
    July 1, 2013 at 11:29 am | #35

    Sir Ayan Deato, cant you just ask for a change of unit? Under warranty pa naman… D ba pwede un. Normally if i bought tv or cellphone that is defective and if still under one year warranty, either they will change the whole unit or fix the problem for free. Just my thought. Planning to get one, but have doubt now.

    • July 1, 2013 at 11:31 am | #36

      I’m no longer under warranty.

      • Gideon Lagman
        July 1, 2013 at 12:35 pm | #37

        Just what i thought. Can i know what model and when did you purchased it? Thanks

      • July 1, 2013 at 12:52 pm | #38

        Y

      • Gideon Lagman
        July 1, 2013 at 12:56 pm | #39

        Coz, i want to know how long you used it before the malfunction happened… Planning to get htc one… Tanx

      • July 1, 2013 at 12:57 pm | #40

        More than a year.

  17. Erick Esguerra
    July 1, 2013 at 12:52 pm | #41

    Just sent my phone for repair. It is still under warranty. After a month of diagnosis, they told me that I have to wait for 60 days for the parts replacement. Not stocking on spare parts for new models shows how their after sales service sucks big time.

    • Gideon Lagman
      July 1, 2013 at 1:00 pm | #42

      Request for a replacement phone if it takes that long.

  18. Zapzap
    July 1, 2013 at 1:23 pm | #43

    any follow-up on the story?

  19. Karen Centeno
    July 5, 2013 at 2:02 pm | #45

    My husband is going to bring his phone sa service center,buti nabasa ko to..come to think of it 1 year din gamit ng hubby ko htc 1 then bigla n lng daw ayaw mg start..tenks sa info. Goodluck sa case mo.

  20. Angelica mendoza
    July 5, 2013 at 8:56 pm | #47

    Same with my htc sensation. Ayaw na mag start bigla sobrang ingat na ingat ako hayyyy tapos biglang nag start sya and then ung screen nia sira sira hnd malinaw parang kng sa tv walang signal sira ang reception hay nabasa ko to lalo ako nghinayang :(

  21. Brian
    July 9, 2013 at 5:58 am | #49

    I was planning to purchase HTC One today. Darn..

  22. Jorz
    July 11, 2013 at 11:15 am | #50

    Hi sir. i got a problem with my HTC phone. yung screen ya po nabasag, so im planning to send my phone to HTC service center.. Unfortunately, wala naman pong service center sa cebu.. any suggestion po ng service center jan sa manila na mabuti at maayos ang service? thanks :

  23. EDRIAN
    July 12, 2013 at 12:25 am | #51

    Pupunta sana ako dyan, buti nlng nabasa ko to. Thanks.

  24. Alvin
    July 12, 2013 at 2:46 pm | #52

    i currently have a phone sent more than a month now wala man lang followup or text na makuha, wala pang sumasagot sa contact no. na binigay nila.. holy crap, might as well submit a case to dti ?

  25. July 12, 2013 at 7:29 pm | #53

    same experience….nakaka frustrate..gorilla glass lang nabasag pati mother board sinira…

  26. July 13, 2013 at 12:45 am | #54

    Thanks to you na you have pursued the case sa DTI especially jan sa atin, para naman ma gising sila sa after sales support nila again Especially sa Pilipinas. Like you said in other developed country probably they would have given you a new one or it would have been done in just a matter of days. Anyways, sa mga gustong bumili or thinking to buy between all these high end smartphones (Iphone5, S4, Experia Z and etc.) HTC One still prevails in all aspects. Kahit saang reviews ako tumingin HTC One pa rin ang preferred, lalo na sa mga geeks and if i am not wrong HTC One is the best smartphone in phonedog.com, its just a damn good looking phone. That enough said, once again thanks Mr. Deato for bringing up your case to the agency hoping in future through your case magkaroon na nang strong aftersales support ang HTC Philippines. And i will still upgrade my HTC Sensation XE to the HTC One though…..

  27. Chant
    July 21, 2013 at 2:23 am | #55

    Nice one. Good thing I was able to read this post. I just bought an HTC One X and I was very disappointed na nagloko na yung touchscreen niya after using it for 3 days. I used HTC before but I was happy with their old model. Now, it made me change my mind to go for a Sony Xperia. Not sure if I’d go for Samsung… Apple is definitely a good phone but the price is very expensive…

  28. Neil
    July 21, 2013 at 1:51 pm | #56

    Hi Ayan, any update on this? Right now my HTC One has a problem when taking pictures in low light — with reddish tint/checkered lines. Now I’m very much hesitating to send this for service repair, I’m still under manufacturer’s warranty though. But damn, your experience just scares me!

    • July 21, 2013 at 6:08 pm | #57

      No update yet. That’s how slow the process is once it goes to DTI I guess.

    • Christian Tolentino
      August 22, 2013 at 3:27 pm | #58

      bro i have the same issue with my HTC One. Nadala m na ba sa service center or have you resolve the issue? i called htc philippines and they said sarado na daw yng sa Greenhills and yng new service center nila is located in Makati.. Please advise.. I’m planning to bring mine kc next week. Thanks.

  29. J
    July 23, 2013 at 3:26 pm | #59

    Just want to share this another terrible experience of mine from this same inutile manufacturer from my fb account:

    “One month and 1 week and the fu**heads at htc are still waiting for the part for my in-warranty One S.Will never recommend this piece of shi* from the f***ing shi*hole of tae-wan”

    Ayan,how did you go bringing it over the DTI?I hope something good comes out of it.Or,we may just have to smash their stores here.

    • July 23, 2013 at 4:28 pm | #60

      I just wrote a letter to dti with the scanned acknowledgement receipt from sis and the letter stating what happened. There’s a form on dti’s website you can use.

  30. nicolecherie25
    July 23, 2013 at 5:29 pm | #61

    Currently i am experiencing the poor service of htc service center… for the 3rd time! First time it took 3months before they replaced the unit… my phone then was about 1month old when lcd malfunctioned. after so many follow ups (imagine the frustrations and agony) it is only 3months that they decided to replace it with a new unit. good thing i availed the extended warranty that after 9months same problem occured! Then i have to return it to htc store to have it checked. This time it took almost a month before they returned the unit. then after 3weeks the same problem is back! and now 2weeks na sa kanila and still diagnostics on going padin.. i am super frustrated and i want to file a complaint also. just don’t know how and to whom. Htc’s units may be amazing but the after sales, its really really dissapointing to the bone! Just want to share this so you know in case you are considering to buy one.

    • Neil
      July 28, 2013 at 11:36 pm | #62

      Hi Nicole, Is this also from SispH or from HTC Service center in Makati – WSI Phonecare?

  31. chino
    August 1, 2013 at 3:46 pm | #63

    sakin naman. ” SIM CARD NOT DETECTED ang problem then got a call just now. MS.JEN (from the HTC agent) told me that it will cost 16k for the repair, papalitan daw ung motherboard, Battery Etc. haysss.. ano update pla??

  32. Yves Manalastas
    August 3, 2013 at 9:14 am | #65

    Hi, Bumili ako ng HTC8x ang problem ko naman is 3 months na sa kanila ang phone ko na for repair. And never pa silang nasunod sa ETC na binibigay nila. There service is the poorest. Kilala ko din yang Angelo na yan siya ang tumatawag sakin.

  33. tyjhun@yahoo.com.sg
    August 12, 2013 at 2:05 pm | #66

    HTC owner here kakaiyak naman ito pinili ko pa naman sila over iphone and samsung tapos ito ang kwento haayz

  34. Angelo
    August 13, 2013 at 2:51 pm | #67

    Hi Ayan, kakabadtrip ung ganyan..Ung HTC Amaze na padala ng pinsan ko wala pang 1 month, heto nasira lang kahapon. Gamit ko lng sa FB then biglang naghang, tapos ayaw ng magbukas..I think HTC sucks talaga..Anyway, maybe we could seek help from the Tulfo Bros or any media, because I think this kind of service really gets in our nerves…Di dapat pinapayagan iyong ganyang company..o kaya tirahin natin sa social media

  35. Dy
    August 15, 2013 at 5:11 pm | #68

    Hi Mr. Ayan, Sana manalo talaga ang case mo. I am currently experiencing the same problem. Kahit anong follow up mo sa kanila feeling mo natutulog lang sila at walang ginagawa. kaya siguro manhid na sila sa mga reklamo sa knila kasi mukang kung gaano karaming telepono ang nabenta nila, eh ganun din ang number ng nagrereklamo sa kanila. sobrang nakakasama ng loob na pinili mo sila, at sa mahal ng telepono nila, ganto pa ang igaganti nila sa consumers nila.

  36. Christian
    August 22, 2013 at 3:32 pm | #69

    Update: SIS Philippines in Greenhills is already close. So the one and only HTC Service center right now is in Makati WSI Phonecare. I just want to ask if anyone has a bad experience there as well because i might bring my HTC One with a camera pinkish tint issue on low light situations next week. Thanks.

    • Paolo
      August 30, 2013 at 11:19 pm | #70

      @Christian pareho tayo ng issue, diyan ko din dadalin sa makati. Maganda ba service dun? Kung months ang aabutin bago maayos, might as well deal with the issue

  37. Christian
    September 3, 2013 at 5:43 pm | #71

    @Paolo I’m not sure kng ok service nla ngaun but one of the guys in xda developers told me na nag-punta na daw xa dun sa WSI Phonecare but he didn’t leave his phone yet kc pinapa-balik nlng daw xa after 2-3 weeks when the new camera modules are here na. 5-7 days daw to fix the phone. I might go there tomorrow to check baka nandun na iiwan ko na toh dun pra masimulan na agd as i can’t stand the issue anymore mukhang wla nmn software fix na ddtng.

    • Paolo
      September 4, 2013 at 9:09 am | #72

      @Christian Nabasa ko rin yan sa forums. Hintayin ko na din dumating yung parts bago ko dalin. Ni-report ko sa HTC support, sabi software daw, pero 50/50 ako sa sagot niya. Okay naman ako sa phone except lang talaga sa camera

  38. sarah
    September 5, 2013 at 7:26 pm | #73

    Just bought my HTC nito lang May 4, tas ayaw na niya mag-open. Dinal ko siya sa WSI phonecare nung July 5 at hanggang ngayon wala padin daw parts. Cash ko pa nmn binayaran un sana pala samsung nalang binili ko.

    • Paolo
      September 6, 2013 at 12:04 am | #74

      @sarah
      What’s your phone, HTC One? Doubtful tuloy ako kung dadalin ko pa. Tumawag ako kahapon sabi 1 month daw dating ng parts pag nag request ka.

      @christian
      Ano nangyari sir? Nakapunta ka na?

  39. Dy
    September 9, 2013 at 10:50 am | #75

    Dear All,
    My phone is currently with WSI Phonecare. Grabe ang service nila. walang kagalawgalaw. more than 2 months na ang phone ko sa kanila hanggang ngayon naghihintay pa rin ng parts. naencounter ko rin si Mr. Angelo and Mr. Andrew, who used to work with SIS, according to the story above. Pareho pa rin silang walang ginagawa dito.

    @Ms. Sarah, HTC ONE ang phone mo?

  40. kenny
    September 13, 2013 at 7:26 pm | #76

    anu update sir? balak ko p nman ibenta ung xperia ko to repalce with their HTC one.

    • September 14, 2013 at 8:24 am | #77

      They replaced my phone :)

      • kenny
        September 14, 2013 at 8:28 am | #78

        that’s awesome! though it took you few months of drama. DTI b ung gumawa ng paraan for the replacement?

      • September 14, 2013 at 9:19 am | #79

        HTC contacted me :)

  41. Paul
    September 14, 2013 at 11:33 am | #80

    I’m having this same experience now with my HTC One on their accredited repair center WSI Phonecare. I had my new unit repaired last July 29 and they still haven’t fixed it yet due to parts awaiting to arrive. I just hope they don’t return back a dead unit just like yours. They advise me to follow up this Sept 27. I can’t do anything but wait because the previous 2 defects that I found are now 5 defects after them opening my unit for diagnostics and attempted repairs. Looks like if I pull it out now, I’ll have the exact case as yours. Tried reporting to Globe the first time I had this issue and several times but nobody really wanted to apeace me. The brand new phone Globe gave me was a defective one in the first place. Problem is the defects only showed after their 7 days replacement. They even instructed me to bring the unit directly to their repair center instead of accepting it directly on their business center where I got it. They only waived a month worth of subscription fee after me insisting that I don’t have any phone to use my microsim on. I now ended up buying a cheaper Lumia 920 while my HTC One is still with them.
    My realization is a defective HTC unit + bad Globe aftersales handling + sluggish repair center = Nightmare.

    • laniel
      January 17, 2014 at 6:34 pm | #81

      Sir kmusta anong na nangyari sa Htc One mo? I also had the same phone…bought it at htc megamall after 5mos. The speaker suddenly garbled the next morning…it was ok the night before…now we were asked to bring it sa wsi makati. After 1mo. Gnun padin plus ngkaroon pa ng space sa bottom seal at upper seal ng phone tapos..wala na sa gitna ung main camera, i also noticed a chipped off part on the sides tpos ung camera naghahang na!!! ;( what happened to your case?

  42. September 26, 2013 at 5:23 pm | #82

    I would like to share my similar experience with this NIGHTMARE service center.

    It was Dec. 2012 when I bought my HTC One X+ in their Glorietta Concept Store in cold cash. So I was expecting my unit will be serviced properly (compared to buying from other online store). By August 2013, a section of the LCD is not responding. I checked the calling card the store gave me and there are two HTC service centers: SIS technologies and WSI Phone Care (Amorsolo st.). My work is near Makati so I went to WSI center. Lo and behold, the guard says that WSI’s drop-off for phones is in Metropolitan Ave. Talk about not updating their contact details! Good thing, the place is near and still in Makati. As I reached the place, it looks pretty normal with a glass window where you’d surrender the phone and fill out an acknowledgement form. I asked when can I get my phone and they said 3weeks to a month. Surprised that it would take too long, I requested for a service phone while my phone is being repaired. And she replied there are no phones available as of the moment. (Jesus! They must have lots to repair! This company looks shady!) So there, no choice but to buy another phone. As I was about to exit the room, an old lady came in with an angry tone. She started ranting that their office in San Juan is closed and why she wasn’t informed bla bla. Oh noes, more negative vibes from WSI. I still thought all will go well.

    It’s Sept. 26 already, a month has passed and it’s time to check on my phone. I tried calling their shitty hotline (894-2858 loc. 313) and no one was answering. It took me about 10 times waiting for an effin voice while listening to their annoying hold music tone, before I gave up. I accidentally pressed 9 and I was transferred to their operator. A girl answered and told me she would transfer my call to loc 313, I interrupted her and sinabi ko talaga, “Pwede bang ikaw na lang makausap ko kasi wala naman sumasagot sa local nyo na yan!” She got my job order no. and said that they’ll escalate this matter. After the call, I waited and got a text message (na mali -mali naman ang english!) from them (cel # 09175774738). Similar to other’s experience here, they advised that they’re still waiting for the spare parts to arrive and they will prioritize this unit (really???). So I replied, can you at least provide an estimated date when the parts will arrive. And of course, they did not respond! I tried calling their mobile # many times, but no one answers and at one moment the phone cannot be reached (either the battery died because of my calls or they deliberately turned it off!) REALLY FRUSTRATING!

    Right now, all I can do is wait…So I have to ask, when should I file a complaint? What can we do fellow HTC owners? Sugurin na ba natin sila?? I don’t want to wait for another month! I want my phone nao!!! :(

    Sorry for this wall of text. I just feel like venting out because we, decent paying customers are not treated well! Not answering calls, making customers wait and guess, rude employees — what kind of service are they providing???

    @Ayan, How did HTC contact you? Do you have their contact number? I would really appreciate your help! Thanks :)

  43. October 1, 2013 at 5:18 pm | #83

    Same thing happen to me.. 8 weeks and counting..and im still waiting for updates..wala silang mabigay na update..paulit ulit..non-sense na mga sinsabi nila..hopefully the higher management to do something about this..LECHE silang lahat!

    • viann
      November 7, 2013 at 4:05 pm | #84

      sakin 4 months na…yun cellphone ko nasa kanila pa rin…wala kwenta htc megamall..tapos pag tumawag ka..ihahang ka pagkatagal tagal…tapos paulit ulit lang sinasabi..sobrang nakakabwisit..mga wala kwenta kausap….

  44. October 1, 2013 at 6:39 pm | #85

    Hi guys, please join my group on facebook intended for us HTC owners where we can share our sentiments and possible help one another: https://www.facebook.com/groups/573198612746105/

  45. October 6, 2013 at 3:45 pm | #86

    I was considering HTC One because of the good reviews all over the internet. But as always, and I think it’s a great practice as well – to check the legitimacy of their service center here in the Philippines. I discovered that these repair centers are more often – franchisees. Meaning, they applied to be the service center here. In other words, kapag nalugi yung company as it is, wala na. Check what happened to SIS. Sabi sa mga messages nyo, iba na ang Repair Center in the Philippines hindi na sila. Ganyan din ang Samsung eh. Yung dati nilang franchisee dito sa Las Pinas, iba na. Franchisee pa rin pero nakakatakot. Dahil you wouldn’t know up to when they will last. And whether they are properly evaluated by the parent company as far as competency is concerned.
    Yan lang ang gusto ko sa Apple. Lahat ng service centers dito sa Pilipinas, may rating. Ratings would be dependent as to whether they are just service centers or authorized sellers and repair centers as well. If not, the nearest repair center you’ll end up with is Singapore I think or HK. And they are transparent. All legitimate service centers & authorized sellers are indicated on the parent site or it automatically redirects you to the correct site. Nandun lahat – rating, phone number, address.
    Kaya siguro rule of thumb next time you buy a brand, especially pag first time, check if they have corporate offices here. If none, check whether meron silang legit service centers dito. HIndi lang basta phone numbers (sa HTC – I saw phone lang eh). Dapat complete with address.
    We are all working blood, sweat and tears to get our gadgets tapos pag nasira – which is logical lang na mangyari sooner or later – ganyan lang mangyayari. :-(
    Siguro dapat Ayan and all those who have problems with any brand – get in touch or make the parent company aware of your predicament. I am definite hindi nila alam yan. Post nyo sa lahat ng social media – that would surely create a stir.
    I remember one legitimate Apple service center here in the Philippines nawalan ng license to service Apple products from Apple USA because of one complaint from a Filipino user who went to their shop and was not given the right treatment as regards his complaint, which was properly investigated by Apple USA. O hanggang ngayon, suspended sila. Kawawa din kaya – wala silang kita – when majority of QC apple users go to them for repair.
    Alam mo naman ang mga Pinoy, pag makakalusot, lulusot.
    Kaya kung ako ikaw Ayan – cc mo HTC parent company – let’s see what move they will take regarding your concern.
    Now that I have read your concern and the experiences people have here, I will stick to my iPhone – kahit buwisit ang battery. LOL. Kasi pareho din – bibili ka nga ng bagong brand tapos pag may complaint ka – ganito naman.
    Have been an Apple user since iPhone classic – so far so good. No problems with major repairs except for my macbook white which needs to be repaired (naman 5 years ko naman napakinabangan) all is good.
    Haba – sensya na.

  46. ace
    October 10, 2013 at 3:40 pm | #87

    HTC digital exchange sa glorietta 3, underwarranty my HTC Desire C, nawawala signal after one month at binalik ko, kung san ko binili, almost one month na at no parts available pa daw at sabi ko palitan nalang nila, until now wala parin kaya mag reklamo me sa DTI.

  47. October 10, 2013 at 4:43 pm | #88

    I can’t stand it – I posted this blog link at HTC’s main office FB page. This is the only way people at HTC will know these things. https://www.facebook.com/HTC

    • October 10, 2013 at 6:13 pm | #89

      Way to go! I’m supporting all victims of HTC Philippines. Mga mukhang pera at walang pakialam kahit nagttayaga tayo sa kakahintay ng updates. Dapat sa kanila wag na magbenta ng products dito or isara nyo nalang ang service center nyo. Tutal, useless FAIL CENTER meron kayo!

  48. Ditas Jocson
    October 23, 2013 at 7:26 am | #90

    Thanks for sharing your experience Dante! I am shocked to find out how inefficient people of HTC are. My husband’s HTC phone is also defective. The phone can only be use when it is charging. Once you removed the charger, the phone is dead. Other than that everything is okay. I suspect that the problem is on the battery. I was planning to bring it to the service center located in Satolan today. Unfortunately, I lost the paper where their address is written. I am searching it on google when your story pop out. I am horrified hearing your experiences. Thank you so much for sharing your story as you spare me from possible misfortune. Baka pagbalik ng phone ko, sira na din lahat. Anyway, may I know if DTI already give you a feedback?

    • October 23, 2013 at 7:31 am | #91

      HTC settled and finally just replaced my phone with a new one.

      • October 23, 2013 at 10:17 am | #92

        How did HTC update you with the status of your new phone? What process did you have to undergo to get the new phone? In my case, I requested for phone replacement since they are incapable of repairing. It’s almost a month of waiting and asking update using HTC’s Global ContactUs System. All I get from them is they’re still waiting for the response from the higher dept. etc etc. It’s really frustrating. :(

      • October 23, 2013 at 10:20 am | #93

        Went to DTI and filed the complaint there

  49. ace
    October 25, 2013 at 1:28 pm | #94

    i went to DTI last week for complaining HTC glorietta3 , my cellphone Desire-c almost one month na still no parts available accroding to the service center and now my mediation kami with HTC next week sa DTI makati…kaya file din kayo ng complaint nyo about HTC sa DTI. tnx.

  50. anneerel
    November 2, 2013 at 5:35 pm | #95

    Hello goodday everyone. I really need an advice meron akong HTC ONE X+ and na sira last july so dnala ko sa service center didto sa cebu wich is the aerophone cla lng yung tumanggap tapos i.papadala sa manila. They let me use the HTC sensation XL as a service phone and unfortunately i broke the screen. So here is my problem they let me pay the mishandled unit of 10,720 oh my GOD ang ng charge hinde mka tao. Pls help me what should i do. God Bless

  51. Wiiii
    November 3, 2013 at 4:32 pm | #96

    Hi Guys san po ang recommended repair ng HTC? i have butterfly but the screen is cracked but touch is 100% Working and how much kaya aabutin?

    • jeng napari
      February 28, 2014 at 6:53 am | #97

      hi wiiii, good day.. same case happened to my phone.
      repaired na po ba phone mo? may i know saan mo pinarepair and how much did you spend? thanks in advance for your reply.

  52. viann
    November 7, 2013 at 3:57 pm | #99

    wala kwenta talaga htc…yun cellphone ko 4 months na s kanila until now d pa rin nababalik sakin..tapos pag tumawag ka sa knila ihahang ka ng matagal..tapos sabi irereplace na nila cp ko afterwards irerepair na naman daw..nakakasawa na tumawag s kanila..wala makausap matino…sobrang tagal na abala..parang wala pa mga pakialam pag nagfollow up ka…ask ko lang…pwede ko ba sila idemanda??

  53. rain
    November 9, 2013 at 2:36 pm | #100

    hello guys ask ko lng san mkkabili ng battery ng htc one v.. ?bka my alam kau.. hehehe …
    wla cla kwenta twagan..

  54. arleen
    January 3, 2014 at 6:45 pm | #101

    Hi Ayan! May I ask for an update on what has happened from the time you lodged your complaint with DTI? I have a similar case – defective service that resulted to losing my laptop’s original hard disk drive and all my files in it. Your response is very much appreciated. Thanks.

  55. arleen
    January 3, 2014 at 6:49 pm | #103

    arleen :
    Hi Ayan! May I ask for an update on what has happened from the time you lodged your complaint with DTI? I have a similar case – defective service that resulted to losing my laptop’s original hard disk drive and all my files in it. Your response is very much appreciated. Thanks.

    Ooops…sorry…’just seen/read the update 23 October 2013 above. Now, i will file a complaint. Many thanks ;-)

  56. February 28, 2014 at 2:21 am | #104

    hello, you said they replaced your unit with a brand new one, how did you know that it is brand new and not refurbished?

  57. dave
    March 1, 2014 at 2:39 am | #105

    aha …….binta kuna tong one v ko

  58. chinito31
    March 24, 2014 at 3:37 pm | #106

    I have a feeling that HTC and you had an agreement not to about your case anymore, it manifests with your responses. Anyway, congrats on your new phone. Thanks for warning us too, i wanted to bring my HTC One to their service center but i backed out after reading this. I would have to deal with the purplish camera when taking lowlights.

    • March 25, 2014 at 12:53 am | #107

      We came to an agreement that they will replace the phone with an equal phone. I think I’ve said enough about the case and it’s enough to educate others on what can and might happen.

  1. May 10, 2013 at 7:33 pm | #1

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