Finally they showed up on the second mediation conference at the Department of Trade and Industry office today. I can’t help but get really upset while listening to all their excuses trying to wash their hands of any responsibility for damaging my phone.
Cyra Fancisco – Operations Manager of SIS Philippines and Robert Dorano of HTC Philippines didn’t even apologize for the inconvenience this whole experience (nightmare) caused me. Now I know why these two companies and their staff act the way they do… because their managers don’t even know what CUSTOMER SERVICE is. It is definitely true that management directly reflect the way their people treat their customers.
Here’s the catch… they offered me 30% discount for the repair costs and they will NOT REFUND, REPLACE, or FIX the phone they damaged. The whole thing is my fault… well they didn’t exactly say that but that’s how I feel. So it’s my fault for wanting to get my phone fixed? It’s my fault for taking it to HTC’s OFFICIAL / ACCREDITED SERVICE CENTER? It’s my fault because I was informed by an SIS Philippines staff that my phone’s issue can easily be fixed? It’s my fault because I WAS NEVER INFORMED that running their so called DIAGNOSTIC can render my phone TOTALLY UNUSABLE?
Btw to quote Robert Dorano – Manager from HTC when I informed him that I am blogging about my bad experience with HTC and I haven’t gotten a reply to any of my messages on their Fan Page “That is not the proper venue to air out your concern!” Really??? Then why do you even have this Fan Page if you don’t want to face your customers’ complaints??? Pa-pogi lang ba tong Facebook Fan Page nyo? Last time I checked, we live in a free country and I can blog what in my opinion is correct and what really happened based on my POOR EXPERIENCE with your company.
VERDICT: I’m going to file an ADMINISTRATIVE CASE against HTC and SIS Philippines. This has never been about the money but MY PRINCIPLE. I will fight for what I think is due me and what I think is right no matter if it takes months or ever years.