HTC Complaint – Mobile Camera Is Not Working

Subject: Mobile Camera is not working
My Name: Mayur
My City: Gandhinagar
My Complaint Against: HTC
Complaint Category: Mobile Companies
Claim Amount (Approx.): Rs. 25000/-
My Complaint Description:
From: Date: 17th Dec.,2015
Mayur Adeshra
Plot No. 668/1,
“Panchvati Park”,
Mobile: +91-9714972425 / +91-9723555195
E-mail: [email protected]

Sub.: Regarding Complaint against HTC Company for non resolution of problem with my Mobile

Dear Sir,

I “Mayur Adeshra” have purchased the HTC Desire 826 Mobile phone on 17th April-15. The detail of my mobile phone is mentioned below for your ready reference.

Mobile Company HTC
Model No. Desire 826
IMEI No. 357290060351018
Retailer Name Jay Jalaram Technologies Pvt. Ltd. (Kore), Sector-21, Gandhinagar

I’m facing the problem in Camera working in my mobile since last 3-4 Months. I’m giving below brief detail about the problem faced by me.

Brief Details about Problem

As I mentioned, I have purchased my mobile in April-15 and started using the same. 3-4 Months back the camera working of my phone was suddenly stopped. Then, I did factory set up and it was started working again.

But again in Nov.-15, the camera working was stopped suddenly. I did factory set up 3 times in a hope that it will start working again, but the camera was not started working. Then, I visited HTC service centre (which is in Satellite, Ahmedabad) after taking leave from my job (because working time of service centre is 10:00 a.m. to 6:00 p.m. from Monday to Saturday). There I had submitted my phone on 18th Nov.-2015 (Ref. No. of Service Report – QHS15111800053). My experience at service centre was amongst the worst experience because of their staff behaviour. Very next morning around 10:30 a.m., I was informed that my phone was repaired and asked me to collect the same. At the time of collecting the phone, I have enquired about the problem and their representative had informed that they did some software update and something with camera flash and assured me that this problem will not be repeated.

Thereafter, within 20 days time, my camera was stopped again. This time before going to service centre, I had talked to HTC customer care (about 10-13 days back) and discussed about the problem. I had asked them to provide me permanent solution by replacing my phone and their representative (Ms. Edna) had assured me to provide permanent solution by replacing hardware part (i.e. Camera). During discussion with HTC representative, I had informed my whole experience of earlier visit in Nov.-15 and they have also informed that, if camera was not working even after factory set up then there is hardware problem. Immediately, I asked that while submitting the device first time in Nov.-15, I had informed that it was not working even after doing factory set up for 3 times, then they should check the hardware at that time to avoid harassment of me. At last, they assured me to provide permanent solution by replacing the hardware part and asked me to submit the device and inform Ms. Edna about submission of the same.

Based on this conversation, I had submitted the device on 14th Dec.-15 at HTC service centre in Satellite, Ahmedabad (Ref. No. of Service Report – QHS15121400054) and also informed to replace the camera as discussed with HTC’s customer care representative. At the service centre, they told me that it will take 10-12 days time to replace the camera and I said, it is fine with me. Thereafter, I tried to talk with Ms. Edna of HTC to inform her about submission of my device, but I couldn’t able to talk with her for 3 days as HTC customer care officials were not transferring the call or not providing the correct message for call back on my mobile number.

Suddenly, after 2 days, I get message from HTC that my mobile is ready and asked me to collect. I was surprised and was sure that camera was not replaced. The same was confirmed when I talked to Ms. Edna (after a lot of efforts and lot of calls in customer care). Again, they have replied that software is updated and something is done with camera flash, which they had done during submission of device in first time. Please note that, this time also, I have to take leave and go to service centre for submission of device. Over telephone, they were assuring that problem has been resolved and it will not happen again. I also did online chat with HTC’s representative and he was also giving confirmation that problem will not occur again.

Since, I suffered a lot (Mentally, physically and financially), I’m not confident about their confirmation based on my past experience. So, I insisted them to replace my camera or give me written guarantee that this problem will not be repeated and if problem occurs then HTC representative will collect phone from my place at my time and deliver the same to my place. But HTC’s representatives are not ready to give written confirmation and even they are not transferring the call to their seniors. So, I have written them mail that I will not collect my phone unless I will get desired solution and till that time, if anything happen to my phone then HTC is responsible. Please note that HTC has not confident on their representative then why should I believe them?? If HTC has confidence then they should give me guarantee in writing for which I’m asking. But they are not giving.

So, this is the problem which I have narrated in detail.

Against this problem, I would like to make complaint against HTC company and would like any of the following solution.
• Replacement of Camera in my Mobile OR
• Replacement of Mobile phone OR
• Written confirmation from HTC that this problem will not occure in future and if occurred, then their representative will collect the phone from my place at my time and deliver the same to my place (This confirmation should be valid up to one year from Dec.-15, as problem is repeatedly occurred and lastly it occurred in Dec-15)
In the mean time, I’m not collecting my device from the HTC service centre and if anything occur (including damage / scratches etc.) , then the responsibilities lies with HTC and HTC should replace my phone.
I’m looking forward for your kind intervention to resolve my this issue.
I can be contacted on my Mobile No. +91-9714972425 / +91-9723555195. Please note that I’m out of the country during 21st Dec.-15 to 24th Dec.-15.
Your’s Faithfully,

Mayur Adeshra

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