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My Case against HTC Philippines and SIS Philippines – Finale

September 8, 2013 7 comments

HTC

Everyone has been asking what happened to my administrative case against HTC and SIS Philippines.

I’m happy to report to you guys that HTC finally owned up to their mistakes and has made considerable efforts to correct the mistakes they did.  Robert Dorano, Service Manager of HTC Philippines, contacted me a few days before the official hearing of my case at DTI and offered to settle.  After giving it some thought, I decided to give HTC a second chance and accepted their offer to replace the unit they damaged with a new unit that’s of equal value as my old HTC phone.  I was later informed that HTC Philippines is no longer connected with SIS Philippines and that the later has ceased operations as of last month.

What I learned from this experience?

  1. Persistence and patience are two things you need to have plenty of when you want change.
  2. Good Customer Service can definitely make or break a company no matter how big they are.
  3. Change is the only thing constant to keep up with the changing market.

To HTC Philippines… thank you and congratulations for making major changes in your organization and hopefully you continue to improve your processes.

Apple unveils iOS 7

June 11, 2013 1 comment

iOS7

Yes they are flat!

At WWDC 2013, Apple has officially unveiled the next generation of iOS, iOS 7.

Probably the biggest change in the iOS since the first iPhone.

  • iTunes is Purple-ish with white (iSync-like arrows instead of a music note).
  • Camera is Gray gradient and icon is same shape as you see on the lock screen
  • Facetime is like it used to be without the gray. and flat.
  • The Maps icon is a different place. Perhaps near the Spaceship campus?
  • Compass icon is darker and flatter.
  • Safari icon is like the Mac circle icon without the silver frame.
  • Photos icon is a color wheel
  • Game Center is similar to the photos icon – totally different than before.

Aside from the obvious changes in the design there are also changes in how it behaves.

Control Center

New in iOS 7 is a Control Center. It’s an area that can be activated from within any app that brings control to Wi-Fi, brightness and other frequently accessed settings.

From Control Center you can access a flashlight, start a song, toggle AirPlay and more.

Multitasking

iOS 7 will bring better multitasking and background processing to all apps. It will monitor which apps you use frequently to help determine which ones need more full-functioning multitasking. When apps send push notifications, for instance, the phone will know to start to give that app background processing so that it will work more quickly and intuitively.

Apple has taken a major cue from webOS (RIP) and added full-previews of running apps for multitasking. No more tiny icons!

Safari

Safari for iOS 7 has a new look and feel — more similar to Chrome on iOS, we must say — including a new tabbed view. It also integrates with iCloud Keychain for password management.

The unified search menu, which was removed with iOS 3.0, is back. There is also access to shared links and the reading list improvements shown off with OS X Mavericks.

Tabs are now 3D and fully integrated with iCloud tabs. Users are no longer limited to eight tabs (hooray) and tabs can be reordered or removed with a swipe.

AirDrop

Apple is bringing OS X’s AirDrop to iOS. AirDrop will let users share photos or files peer-to-peer with other iOS users who are nearby. “No bumping required.”

AirDrop will only work on iOS devices running the latest wireless chipsets, meaning the iPhone 5, fourth generation iPad, iPad mini, and the latest iPod touch.

Photos and Camera

The Camera and Photo apps received a major overhaul. Not only is it easier to manage large numbers of photographs, users can now create Shared Photostreams — think group albums — into which other users can post photos as well as share with others.

Users can also share video with iCloud Photostreams in iOS 7.

Visually, the app looks similar to the latest Flickr redesign, is less focused on 4 x 4 grids of thumbnails, and offers users a better look at their photographs.

Siri

Siri has a new look and a new voice. Users can choose between male and female voices for Siri. Siri is also getting smarter: It will now pull in data from Twitter, Wikipedia and Bing.

iOS in the Car

Apple is going to bring iOS to the dashboard of your car. Support for iOS in the car will be coming to Honda, Mercedes, Nissan, Chevy, Kia, Volvo, Acura and others.

New App Store

The App Store has a new design and will show apps that are popular nearby, as well as apps popular with your friends. The best part? Your apps now update automatically.

Music and iTunes Radio

The Music app gets the same visual overhaul as the rest of the system but the big feature with music and iOS 7 is iTunes Radio. Think of it as a hybrid between Pandora and Songza, built into iOS.

Users can listen to theme-centric playlists or stations (“Songs for summer”) or listen to artist-centric stations. And, like Last.fm, iTunes Radio keeps track of all the stuff you listen to across iTunes, Apple TV and on iOS 7.

It’s free with ads, though iTunes Match subscribers get it free without ads.

More

  • Notification Sync
  • Audio-only Facetime
  • Weibo Integration in China
  • Per-app VPN for Enterprise

Plus more than 1500 APIs, support for third-party game controllers, new multitasking APIs.

Apple is also introducing a feature called Activation Lock, which will prevent a thieves from activating your iPhone on another network unless they know your iCloud password.

source: Mashable, Apple

My Case Against HTC Philippines and SIS Philippines

April 25, 2013 129 comments

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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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