1. HTC – StrictlyPrivate and Confidential –AlesVymyslicky,HTCCCManager
CUSTOMER SATISFACTION SURVEY
Here are the results of my work with WDS Global, A Xerox Company, feedbacks from my customers
whom I served having been highlighted in red colour and ticket reference numbers for auditing of
quality of the HTC Customer Service. If you called HTC support line +44-845-890-0079 as a mystery
shopper, quoted a ticket number, and asked about history of a case, then you would get the whole
solution including positive feedbacks. You just need to ask for a manager about history of a case.
1.)
This guy got back directly to me after almost 3 months, not going through our website (support via e-
Mail)
Ticket number - 11GBCW09ENA001567
Serial number - HT9B1NW02730
Question - my device's memory get depleted
Feedback:
[2011/05/17 16:49:05 from Michael Eigbogba] Thanks for all your help. Your advice in the past has
been invaluable.
[2011/05/21 22:04:53 from Michael Eigbogba] Thank you Ales, you are a star! the clearTemp app
worked like magic. Thanks once again, you have been sooo helpful.
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2.)
Activity ID : 11CZCW16CSA000035
Customer's name: Jakub Hnilica
Problem: I can't connect my HTC P3470 phone to windows 7 64bit, My phone is windows mobile 6.0;
I have downloaded htc 64 driver, but it hasn't helped. What should I do to solve it?
My solution: see comments in English
Feedback in Czech: Dekuji velice, kéž by podpora od všech dodavatelů fungovala jako ta Vase :-)
Feedback translation: Thank you very much. If only every customer support from all
manufacturers were like yours
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3.)
Activity ID : 11GBCW22ENA001734
Serial No: SH132PL07002
Question:
I have the HTC Desire and having entered all my contacts which i saved to the phone contact type. I
now realise that I could and should have stored them to my Google contact type which would have
got synced to my google gmail account. Before I embark on the process of re-entering my contacts
this time storing them to the google contact type I was wondering if there is a way of simply just
altering the contact type. I have experimented but cannot see a way.
Feedback from customer:
"Thanks so much for your reply it has solved my problem.
I wish to add how delighted I am with your quick and extremly helpful advice.
I really had not expected too much really.
Ales was very friendly, detailed and informative, so much so that I am now going around
telling people how brilliant HTC are both in the product itself and their help."
Thanks so much.
Sue Judson
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2. HTC – StrictlyPrivate and Confidential –AlesVymyslicky,HTCCCManager
4.)
Activity ID: 11GBCW18ENA001053
Customer's name: Peter Sinclair
Problem: see the ticket ID
Solution: see comments
Feedback: Hello Ales, thanks for the prompt reply. I did as you suggested and also checked the sync
accounts box for good measure. All is well now. It is unlikely I will be rooting my phone as I am not an
xda developer.As usual, the service of the ContactUs System is first class. Thank you again.
Peter Sinclair
=================================
5.)
Activity ID : 11GBCW16ENA001721
S/N: HT13STJ07329
Customer: James Ray
Problem: Desire S not synchronising Hotmail correctly. I have set up 4 email accounts on my
awesome phone (2 GMail accounts, 1 work Exchange and 1 Hotmail as an ActiveSync account).
Whenever I delete emails on the phone they seem to stay and if I read them then once I sync they
become unread again. Am I doing something wrong?
My solution: see comments
Customer's feedback: I am not sure what has changed recently but I noticed today that ActiveSync
is working with my Hotmail account. I decided that using an ActiveSync that I had to update on the PC
was the best workaround, but after reading a message today it has started updating in both directions.
Thank you for your assistance and regardless of whether or not HTC have made any changes I was
glad to see that this wasn't just shrugged off.
Can't think of anything wrong with this phone now! =)
Best regards,
James Ray - A loyal and very pleased HTC fan! Keep up the good work!
=================================
6.)
Ticket Number : 11GBCW09ENA001567
Serial No.: HT9B1NW02730
Problems:
1.) customer wants to disable 3G connection, causing a short battery life, ROM 3.14.405.2 (04666)
wwe
2.) customer cannot find a radio icon and use radio
3.) How can I put the Phone key pad volume in silence without putting the system's volume in silent.
Everytime am trying to dial a number, the phone key pad's volume is so loud that everyone's head
turns toward me
Customer provided me a feedback twice in this case:
" I think the problem has been resolved with the downloaded file. Thanks! - 2011/02/23
21:20:16 "
" Thanks you so much! You have successfully answered all my questions. - 2011/03/01
21:41:42 "
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3. HTC – StrictlyPrivate and Confidential –AlesVymyslicky,HTCCCManager
7.)
Ticket number - 11GBCW21ENA001828
Question - What phone shall I buy?
[2011/05/22 17:07:42 from Deavn] Thanks very much!!! Answered my question. I expect to be be
a customer very soon!
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8 .)
This customer is not happy with the repair centre but happy with our support.
Ticket number - 11GBCW20ENA001797
Serial number - HT0ATRX02081
Question - ... "I am uterrly unsatisfied with the repair centre you have"
Feedback:
[2011/05/13 00:56:38 from Kutluhan UNALIR] Dear Ales I am glad to hear that someone is
actually bothering to work this out.
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9 .)
Ticket number - 11CZCW20CSA000099
Serial number - SH0cwrx03129
Question - customer is unable to send out emails
Feedback:
[2011/05/17 17:54:15 from Zuzana Leserová] Hello Aleš, It was due to your patience that I
managed to fix it. Now, I can send out emails from my HTC.
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10 .)
Ticket number - 11GBCW12ENA002378
Serial number - HT05KNX03418
Question - How can I dial a number contained in an SMS text? It is not supported with the new
Android 2.2, it worked with 2.1
Feedback:
[2011/04/11 04:53:12 from Miroslav Bartos] Thank you for your prompt reply. Sorry for my late
response. Yes, you are right. I tried it like that and it really works as you described. Thank you
very much !
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11 .)
Ticket number - 11CZCW18CSA000007
Serial number - SH0BGPL09850
Question - recorded video freezes when playing in my HTC Desire.
Feedback:
[2011/05/02 14:55:37 from Radek Pokorný] Thank you for your persistent help.
[2011/05/03 15:55:43 from Radek Pokorný] Thank you for your endeavour. We will see how it will
all end up with Android 2.3. Thank you one more time for your help.
=================================
12 .)
Ticket number - 11GBCW20ENA001817 ; unhappy with our repair centre but appreciating my help
Question - Hi, My phone is with you for repair, ticket no. 11GBC180001899. Any chance of an ETA? It
takes too long.

4. HTC – StrictlyPrivate and Confidential –AlesVymyslicky,HTCCCManager
THIS CUSTOMER NEEDED TO BE PACIFIED AND THEN WE HAD THE FOLLOWING FEEDBACK:
[2011/05/19 13:49:52 from Ray Willavise] Thank you. I appreciate that.
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13 .)
Ticket number - 11CZCW20CSA000004
Serial number - HT09LPL02232
Question - I have Froyo 2.2 . Is there any option to block incoming calls and SMS from one of my
contacts? My ex-husband keeps harassing me.
My help and then Feedback:
[2011/05/10 08:29:01 from Katerina Hegerova] Thank you, you helped me a lot.
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14 .)
Ticket number - 11CZCW20ENA000052
Question - I just want to inquire where I can purchase HTC MDA compact 5 phone battery (T-Mobile)
here in Prague, Czech republic and how much is the unit price?
Feedback:
[2011/05/12 11:49:37 from Sheila Golez] ... Thanks so much for your help.
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15 .)
Ticket number - 11GBCW20ENA002018 and 11ITD190000707
Serial number - HT9CVP813228
Question - "I called Italian customer care but they told me that I have to send my mobile to USA."
Feedback:
[2011/05/20 10:28:45 from Simone] Perfect, thx for all Ales! have a great day!
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16 .)
Ticket number - 11GBCW20ENA001807
Serial number - sh11yrx09429
Question - I have dropped my phone and cracked the screen ...
Feedback:
[2011/05/12 11:59:27 from Adrian Wood] Thank you for you're prompt reply Ales
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Yours faithfully,
Ales Vymyslicky