HTC

Complaint: [redacted] I am rejecting this response because: This is in direct opposition with the information that the FCC has providedAlso, why would there be different FCC codes if the phones were identicalThis makes absolutely no senseAlso, I've been dealing with and Ivan at your company about this matterHe told me weeks and weeks ago that he was going to find out about some form of retribution for the ridiculous process I've had to follow and the insane length of time that this has takenHe has yet to provide me with any specifics, just that he is waiting to a responseEven this process of going through the Revdex.com has provided me with nothing except another avenue of communicationI'm completely baffled why I still have a damaged, nonmatching phone, why you advertise next day exchange (which was incorrect from the beginning of this), why thousands and thousands of people have the same complaints as me all over the internet and from many other countriesI'm not asking for an unreasonable thingI simply want a direct replacement for what I was soldThe fact that this is even being argued is insane to meHTC has admitted several times that they have made mistakes (from the beginning) in how this was handled and what I was told, yet they've provided nothing except an apology and the standard policy and procedureMy experience in how this company handles a customer service situation is nothing short of mind bogglingI see no reason why my requests have been unreasonable after what I've had to go through to still have a non matching phone, that came with a dent in the back, and now, weeks ago, has developed a constant echo on the other end of all phone callsAgain, I think my request to be issued a refund and return this phone to you is not unreasonable at allLet's get this approved and end this month ordeal I've had to go through Sincerely, [redacted]

Refund process with reference id [redacted] and related to the order [redacted] has been completedCustomer can verify this information with his Bank institution

Complaint: [redacted] I am rejecting this response because:I was told by the representative today on the phone that they were going to submit a refund request for the $I was initially charged for shippingAlso, what kind of coupon? Free shipping? Your company genuinely ruined my entire week by not adhering to your own policies and not returning many of the calls I was promisedTry harder, I want a full explanation of what resolution I am getting before I accept.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I sent pictures showing that in operations the light bleed is severeI own tablets in the home incliPad and none of them are displaying light leakage that is visibleI do not want to stare at the dim screen just to avoid seeing light leakage, light leak has been eradicated on all quality hardware for at least 3-years now, HTC pretends to be quality hardware at least their price point isThis is unacceptable and highly deceiving practice to say that light leakage is acceptable practice because it does nothing to solve the actual problemGiven that device has been repaired times (battery repair, microphone repair) now at the minimum HTC should have attempted to replace the unit for a brand newHTC also knows that there is a updated HW revision for Nexus that address light leakage issueConsumers are reporting it on the forums.Absolutely acceptable practice by HTCAll I was asking is to get this 3-times repaired device replacedI do see now that I need to get Attorney General Consumer Protection division involved as this is now a Lemon Law issueSincerely, [redacted]

After further review, we offered the customer an IW replacementWe have processed an On-site exchange and are currently waiting for the device to reach our repair center

Complaint: [redacted] I am rejecting this response because:I have been dealing with this issue for almost months now, and in my last communication with the "escalation" representative he stated that he still had to wait to see if it was possible to exhange my phone fore exactly what I had to begin withMind you, that's what I've been asking for for at least the past month nowHTC states that they will replace a damaged device under the coverage with the same exact thing the next businessI didn't recive my first (damaged and non matching) replacement until several days after I had the hold on my credit card, and now months later HTC has still been unable to replace my phone correctlyI've attached a transcript of our communications back and forth since the start of OctoberIn it you can see me making several requests for a matching replacement, and being told that I was in correct and that there are no differences between the original phone that I purchased and the replacement that I recievedIn the second document I attached (the PDF file from the FCC), if you scroll to the end of page and the start of page you'll see different FCC codes for an HTC ( [redacted] and [redacted] )Clearly you can see the variancesMy original phone was the HTC [redacted] , while the replacement I was sent was teh HTC [redacted] I have gone so far as to contact the FCC test lab directly and they were able to confirm the difference between the phonesI see no reason why I should still need to be chasing this matter when HTC has failed to reasonably deal with my issues and I have been more than patience with this matterAlso, I was told that they were going to "look into" and "put in a request for" some form of compensation for me due to the extreme delay and issues with thsi matterThat was roughly a month ago now and HTC has yet to confirm anything, except that it's "being looked into" It truly feels like they are pushing this off in hopes of me getting so fed up and letting it goThere is history of them pushing off warranty replacements and customer issues for monthsAt what point does the company selling the product become responsible for the proper handling of said products warranty replacement and at what point is the customer not expected to be the one researching, analyzing, and following up in a timely fashionHTC has not kept their word with almost every aspect of this situationI am again requesting a full refund of all products and I will return said products Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The company could have been more helpfulDoing an exchange would not be something that requires a refund Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryto meI have been refunded of the excess charges Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It's not even a response...all it is is the company indicating they are trying to reach the Revdex.com They do not refute anything I have written.Sincerely, [redacted] ***

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceWe are taking measures to ensure our representatives provide the best possible customer service experience to all our customers and these situations are not repeated anymoreWe are also reviewing the preparations of devices that are sent as warranty replacement to guarantee the process is done as effortlessly as possible for all our customers We have spoken with the Mr [redacted] and assured him that should he require any further assistance we will be more than glad to assist him

We contacted Mrs [redacted] and explained to her how we warranty worksWe are unable to process a refund due to our policies, we have replaced twice the device under ticket [redacted] and [redacted] although the phones have been sent to the customer with the alleged issues, we can proceed with a replacement process, we will send in advance a replacement device, making an exception to our policies and not placing a hold on her credit card, as soon as Mrs [redacted] receives the replacement a prepaid label will be included in order for her to send back the current replacement In addition, we will request from our Repair center to do a double quality check prior, to be shipped out to avoid the same circumstances

Complaint: [redacted] I am rejecting this response because: There is no reason that a charging port should stop working after only months of using the phone This is a defect in either the phone or design.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have been working with [redacted] and spoke to [redacted] a couple of timesAnd after several days have heard nothing in response to getting my device replaced I have been advised several times that the Corporate Office is looking into the matter since they have accepted the complaint and still nothing has happened and have nothing but promises of call backs that also have not happenedI have had to call several times referencing my new case number [redacted] The Corporate Office has done nothing to resolve the issue and is the same office that kept hanging the phone up every time I called a couple weeks ago.Sincerely, [redacted]

We have reviewed Mr***’s caseWe are willing to resolve his inquiries We can proceed with an exchange We look forward to explain the options available to create the order as soon as we confirm which one is better for him (Advance exchange or On-site exchange)In regards to the refund request, the device does not meet the requirements to do one; according to our policies, it is only within days after the purchase to initiate a return or refundAs Mr [redacted] used the Uh Oh program to exchange the device, we will be able only to replace or repair the phone through our repair facility

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I also request you to please not to perform such kind of activity with any other customer Sincerely, [redacted] ***

The financing of the payment through PayPal Credit is subject to credit approval as determined by the lenderThus, unfortunately based on this policy, PayPal only approved installments for Mr [redacted] due to his credit history Therefore, we are only able to provide him with a full refund upon return of the productsWe have sent him a 2nd day air UPS pre-paid shipping label with the tracking # [redacted] , in order for him to return the phones to our Online Store warehouseWe have explained to him that once the products are delivered we will process a refund in 7-business days

Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would prefer a repaired phone be sent asap while my phone is being repaired since this has taken almost monthsI expect to receive a phone within business regardlessSincerely, [redacted]

Priority One Department representative has contacted the customer and he will working on this case

There is a general situation related to some references inventory, HTC is working really hard to provide a resolution as soon as possible Once the repair process is completed and tracking number is generated customer will be informed

We have tried to reach Mr [redacted] unsuccessfully and he has not replied to our email either In regards to the software updates for the HTC One A9, the HTC web-site provides support on that area, please refer to [redacted] However, the customer’s carrier (service provider) T-Mobile, has not released any software update for that specific phone model (,HTC One A9), reason why the ROM update is not available on our web-site Our advice for Mr [redacted] is to contact T-Mobile in order to inquire about software updates for his device Since the phone was not originally programmed for any specific carrier, the updates may be completed with a procedure named RUU, which consists on using the assistance of a computer in order to complete the updates HTC will be more than glad to provide technical assistance on that matter in case that the ROM file is provided by the current service provider