HTC’s tagline is “Quietly Brilliant” and it has been living up to it in most senses. It seems to be growing in popularity with its fancy android features and specialization in ‘touch’ software. But it has been facing recent backlash for the quality of customer service it provides. In the UK, some of its customers have been left disappointed because their repair requests and complaints haven’t been taken care of in the best way. There are instances, of the company losing phones that have been sent back to be repaired. There have also been cases of poor communication between customers and the company’s customer service department. Although only a small percentage of HTC’s customers are disappointed, it is really important for the company to maintain a good brand image. It cannot afford negative publicity, what with strong competitors like the iPhone and Samsung offering revolutionary products and services. Even a small number of unhappy customers can reduce overall customer loyalty and possibilities of new customers. Moreover, the iPhone 4 S is going to be realsed soon which means that HTC has some immediate damage control to do. It needs to maintain quality control of its service centres and train their employees in better communications and customer relations. It needs to supervise all their branches.
It’s a good thing Asia has not been disappointed yet. Making mistakes in a huge potential market like that would be pretty detrimental!
