However, I think that every company has the potential to suck you into the customer service black hole. In such cases, it's a matter of persistence (which this guy definitely had in spades) and a bit of luck finding that customer service rep that cares enough and can actually do something about your problem.
Now that the problem is fixed --albeit very late-- continue to let them know how dissatisfied you are. I'd be shocked if they didn't care and felt the need to do something extra.
I don't want to say tatsuke95 is wrong, but I don't see this the same way. I'd say every company has the potential to make the customer service experience pleasant and gratifying while remaining fair to all involved. I don't think a customer should have to be this persistent. Like the author, I'm all for turning a cheek, but at a certain point I won't continue to purchase from a company. A little frustration is one thing. Months and months of it is another. Had this been my experience, I imagine I'd be done with HTC.
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Crappy deal.
However, I think that every company has the potential to suck you into the customer service black hole. In such cases, it's a matter of persistence (which this guy definitely had in spades) and a bit of luck finding that customer service rep that cares enough and can actually do something about your problem.
Now that the problem is fixed --albeit very late-- continue to let them know how dissatisfied you are. I'd be shocked if they didn't care and felt the need to do something extra.
I don't want to say tatsuke95 is wrong, but I don't see this the same way. I'd say every company has the potential to make the customer service experience pleasant and gratifying while remaining fair to all involved. I don't think a customer should have to be this persistent. Like the author, I'm all for turning a cheek, but at a certain point I won't continue to purchase from a company. A little frustration is one thing. Months and months of it is another. Had this been my experience, I imagine I'd be done with HTC.
Thanks, tatsuke. I'll definitely continue talking with them about the issue and overall experience.