I am absolutely appalled by HTC customer service. I purchased an HTC U11 and the right side corner formed a small hairline crack. I purchased the phone through HTC, pre ordered it nonetheless, inquired about repairs and or replacement, sent the phone to HTC out of pocket, and that was onJuly 12, 2017. It is now October 27, 2017 and I have not received any feedback, status or ETA on my phone. I've called more times then I can count, I have a number of transcripts from HTC chats, and my case has been escalated about 30 times at this point. (No Exaggeration). PLEASE TAKE HEED TO THIS POST. I requested to be contacted by HTC's legal department as calling the corporate office proved fruitless at best for all's you get is a voicemail but after a relentless amount of attempts and countless voicemail messages I was finally contacted and I actually got through once. I've been assigned a number of case managers including Laura from Corporate whom assured me that my issue would be reviewed and resolved and she was in agreement that the process duration for my ticket was unacceptable. I requested either a new phone or my money back. But, she never called me back. These people all read from the same script and at this point I can literally tell them what they're going to tell me before they even say it. I've even been told that my process has been delayed due to the hurricane (Irma). HTC received my phone 2 weeks prior to that event. In closing I WAS a loyal HTC customer for I owned the first HTC One and I waited even past the HTC 10 and although I was not disappointed with the phone's performance this experience has me looking for other future smartphone options. I am currently seeking legal means to resolve this issue and once resolved I will never do business with HTC again.