Here's something a customer almost never wants to hear from a vendor he purchased something from, "Sorry to hear about the experience. Sorry about the Thunderbolt in general. It was a difficult project. I wish we didn’t destroy your trust in us, but I understand why you do feel that way.” Sadly, that is exactly what one of HTC's employees, a man named Erick Nielsen, recently said on Reddit.
We can't really blame him for making these comments. The HTC Thunderbolt launch was mired in incompetence. It was hyped into oblivion by HTC and Verizon. When it launched it was bug-ridden and suffered from horrid battery life. It hasn't been supported very well by either HTC or Verizon, and only just recently got upgraded to Ice Cream Sandwich when everything else is getting Jelly Bean. Ultimately, the device sold well and despite all of this still has a cadre of loyal fans.
Of course, it also left a swath of folks with a bitter aftertaste for HTC products, and this was why Mr. Nielsen made those comments on Reddit. He later updated his post with a better explanation of his comments after they went viral. He realized he probably spoke out of line from a marketing perspective and needed to clarify.
What is notable is HTC actually let his comment stay. Normally in a case like this, a manufacturer would be tempted to have the post expunged in some way and then send the offender packing. It's commendable they supported their employee despite his comments. It's impressive to see there are people working for HTC who truly care about the customer experience. Perhaps that is why the HTC execs let his post stand.