| | 10-05-2013, 12:18 PM #1
So here is my story. So I was excited as hell when GDR2 came out for the HTC 8X on verizon because it finally meant that I could use group messaging on my phone, a feature I had been sorely missing. I was thrilled, for a while. After a good month or so I started noticing that I would only get about 2/3 group messages and only maybe 1/3 group picture messages. I double checked with verizon and they assured me that group messaging was alive and well on their network. So I turned to HTC to see if they could help me troubleshoot what was going on with what seemed to be a phone related issue. What followed was over a month of back and forth with some of the most unprofessional, ill-informed, and generally un-helpful people I have ever had the misfortune to deal with. At first, it seems like everything was progressing as per the usual with information on my phone, information on what types of messages were dropping, and exercises involving multiple shut downs of my phone, turning off then turning on features, etc. You know, the normal troubleshooting procedure. Anyway, a week went by with no reply to my issue other than "we are investigating the issue" and I sent in an inquiry to see what the status was of my ticket. The response I got back was absolutely baffling:
"Thank you for getting back to me, derTorbs. I apologize, for any inconvenience that you may have experienced. After reviewing the information it is our understanding that you have an HTC 8X from Verizon wireless. Let me assure you that we do apologize for any confusion and inconvenience that this may have caused. At this moment this feature is not available in the HTC 8X due Verizon’s decision. I know that is very important to have this feature available. You can contact Verizon if they have any update available in regards to group text messages. Thanks for your continuous support of our products and services. Should you require further assistance, please do not hesitate to contact us through Contact Us or call us at +1-866-449-8358 from 8AM to 1AM ET, 7 days a week"
Obviously this guy just completely ignored all of the information previously worked on and defaulted back to some pre-baked answer before GDR2 hit. I was a bit flabbergasted. I attempted to inform them that we had already verified that the feature was included after the update and that was what we were trying to troubleshoot in the first place. Here is the most recent response:
"derTorbs, first of all I would like to introduce myself, my name is Alejandro and I will be helping you since today is Andre’s day off.
I would like to let you know I have taken a look at all the information and troubleshooting you have been given. At this point what I would like to advice you is the following. To contact Verizon Wireless, and verify with them about the feature for the Group Messaging (MMS) has been remove. Also if you wish we can proceed to troubleshoot the issue you are having sending and receiving MMS, which I also recommend to contact the carrier make sure thi feature is working and there are no outages on their end.
Remember you are the most important part of HTC and I want to thank you for your continuous support of our products and services. Should you require further assistance, please do not hesitate to contact us through Contact Us or call us at +1-866-449-8358 from (8 Am – 1 Am) ET, 7 days a week.
Thank you for being a member of our HTC community and I wish you a good day!"
Riddled with spelling and punctuation errors, this lazy answer has just convinced me that HTC cares absolutely ZERO for its customers. I run a service center myself, and I can tell you that this sort of lazy, uninformed response would not be tolerated by any company doing even a halfhearted attempt at doing QA. This leads me to believe that the company gives not a single f*** and is therefore not worth my time.
Long story short, I just couldn't believe how far one of my favorite companies has fallen. This time next year, I will be a loyal Nokia/MSoft fan.