Once the HTC HD2 became available in Hong Kong, I immediately sought to purchase one for my professionnal use.
I quickly found out Hong Kong CSL Ltd was the exclusive distributor for the HD2 with their 1010 “High performance” network so I ran to the closest outlet in Tsuen Wan and bought this technological marvel signing on at the same time for a two year contract with the provider.
As I run a company and travel a lot, communicating all the time with suppliers and clients; I was very pleased to suddenly get easy access to Skype, Email and Internet “on the go”.
Even though HTC HD2 is regularly unstable and tends to lag or freeze a little too often, I accepted the negatives for the positives and worked happily with my new phone for 4 months.
3 days ago, my phone started acting up; I lost the capacity to sync with my Sony Vaio, so I performed a hard reset. Following the reset, the PC would still not recognize the phone so today, I took it to the outlet I bought it from.
The charming staff tried their best to fix my problem, but finally had to admit my HTC HD2 needed to go back for repair.
As 1010 CSL is my service provider, I immediately asked for a replacement equivalent phone for the durantion of the repair. Something I find completely normal in view of the high cost of the phone (close to 6000 HKD) and the fact that I am also a customer of 1010 CSL, and that they are also the exclusive distributor in Hong Kong of the HTC HD2.
The only replacement phone they could offer me was some old Nokia, that wouldn’t fetch 10 HKD in Sham Shui Po. As I complained bitterly but politely about this fact, one of the charming staff offered to lend me his own smartphone for the period of the repairs; an offer I promptly refused!
They finally found an old Nokia E71 for me, which I must say, does nothing more than remain usable as a phone due to age and excessive maltreatment as a demo phone in their shop.
What a disappointment and what a poor service!
I wonder how companies such as 1010 CSL and HTC in Hong Kong can get away with providing such a crappy service to their premium clients, or is it that no-one complains!
As I have managed companies and done plenty of business travel for the last twenty years, always spending a fortune with mobile communication providers; I have been used to another level of service in Europe. In fact, I haven’t bought a phone for the last 15 years, although i always used the latest models. The providers always seemed to value my clientèle in view of my phone bills.
This is clearly not the cased in Hong Kong’s jungle where customer service is a word not found in the local dictionary.