HTC has always adhered to its original intention along the way. Whether in terms of hardware devices or software applications, it has always been committed to developing products that make consumers feel novel and new, and hopes to expand the global and domestic virtual reality ecosystem.
The transformation of HTC from a mobile phone maker to a brand company has resulted in the expansion of our customer base from a limited number of telecom carriers to vast numbers of consumers all over the world. Our customers are our most precious property and this concept forms the basis of HTC corporate service philosophy. When serving our customers, we treat them as the very essence of our business. We think from the viewpoint of a customer and always make such efforts that our products will not only satisfy, but also surprise the user.
Customer Warranty Maintenance Service
HTC established customer service centers in five continents around the globe; EMEA (Europe, the Middle East, and Africa), China, North Asia, South Asia, and South America. We provide multi-language services for communication according to different locations so that the communication barriers between HTC employees and customers is minimized. Where local traffic and internet are impeded due to natural disaster, such as typhoon, as a result of climate change, English service is deployed at all area so that customers may be referred to functional partners for follow up.
HTC has 79 maintenance offices and 44 collection offices around the globe depending on the country; for example, a pickup and delivery service is available in Taiwan. The services provided differ based on traffic and different regulations in other countries. For example, the number of days needed for maintenance in different locations vary according to such.
HTC provides a pick-up and delivery service in Taiwan for a more convenient and swift maintenance service; this service took up to 30% of the total number of maintenance services delivered in 2021. As long as consumers contact the customer service teams through available contact channels such as email, chat and phone, the customer service representatives will arrange a pick-up or delivery from or to home, with HTC bearing the shipping expenses bilaterally when in warranty.
Consumer Satisfaction Survey
We invite consumers to participate in our service satisfaction survey after an issue is resolved so that we can understand how satisfied our customers are. Moreover, we take the initiative to contact unsatisfied customers and help them resolve their issues, to put our promise and goal of understanding our clients into action.