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 has established customer service centers in key regions worldwide, including Taiwan, the Americas, Europe, the Middle East, Africa, China, North Asia, South Asia, and Australia and New Zealand. These centers provide customer support in multiple languages and employ diverse and region-specific communication methods to bridge the communication gap with customers. In response to climate change and the potential impact of natural disasters such as typhoons on local transportation and network disruptions, HTC's global customer service has the capability to work remotely through the customer service system using English as the common language for communication. In the event of an emergency, customers can be smoothly transferred to the service of partners in another region.
HTC has a total of 28 repair centers and 11 collection points worldwide, offering tailored services based on the specific requirements of different countries. The time required for repair varies depending on the country. In Taiwan, HTC provides an "on-site pickup and delivery" repair service, which accounted for 37% of the total repair volume in 2022. Customers can arrange logistics for product collection and delivery through the customer service hotline or online customer service. In the United States, HTC offers a replacement service, which accounted for 100% of the total repair volume in 2022. Customers can track the progress of their repairs through an online web page.
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. We strive to achieve a satisfaction key performance indicator of 4.0 or higher (out of 5).