HTC Stepping Up Post-Sale Service

By Joseph Palenchar On Feb 18 2014 - 2:23pm

Bellevue, Wash. – HTC America launched new post-sales programs and services under the HTC Advantage banner to help turn around its shrinking market share.

Under the program, users of HTC One family phones get a free cracked-screen replacement during the first six months of ownership, additional 25GB to 50GB of free Google Drive online storage of any file, and speedy Android OS updates for two years after a phone’s launch date.

Eligible phones are the HTC One, HTC One Max and HTC One Mini.

The company also created the new position of customer experience VP and hired Ed Kuhner to fill it. He started in November, having served most recently as HTC’s strategy VP and in various other HTC positions. He has also worked for Hewlett Packard and T-Mobile.

Under the screen-replacement guarantee, a consumer is eligible for a free one-time screen replacement within the first six months of buying a phone.

Under the commitment to offer speedy Android updates, the company said it wants to “lead the industry in Android update delivery” for HTC One phones. It didn’t commit to a specific timetable but noted that it was the first handset vendor in the United States and Canada, “outside of Google-owned companies and Google Play editions of devices, to begin delivering KitKat to its customers.”

HTC Americas also said it plans to upgrade the HTC One Mini and HTC One max to KitKat in the “coming months.” HTC will also “provide full transparency to consumers” on the status of each device update.

HTC’s promise of speedy software updates extends to its HTC Sense user interface.

The company is also placing its Cloud-based backup and restore services under the HTC Advantage banner. With HTC Backup, users can back up accounts, apps, bookmarks, home screen layouts, settings and widgets in the Cloud and restored to a new HTC phone in case users break or replace their phones. Users can also program daily backups.

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