HTC

We have contacted the customer and we advised him that we could offer him other warranty options additionally to the previous once already offered; and apologized for the inconvenience as they were not offered beforehandHowever the customer stated he had already contacted his carrier to proceed
with a warranty replacement for another device of the same model, and he will be receiving the product by Monday November 16th 2015.We advised the customer that the offered warranty options were still open for him to proceed if needed, and that we will contact him back to make sure his new product works properly

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***-***

We have contacted the customer on 11/30/2015, in which she was requesting to have a replacement phone sent, instead of getting it repairedWe have done the exception, and granted the opportunity to send a replacement phone to the customer A new ticket was created and a new prepaid label with
TN: *** has been sent to the customer, in order to have the defective phone delivered to us. Advised we will follow up through the process of the exchangeCustomer has agreed to the process

We apologize for any inconvenience the customer encounter with our customer supportWe have validated his Proof of Purchase, and even though the warranty period had expired on 06/30/we have made a courtesy exception and provided him with warranty repair/replacement coverage
The customer
agreed to an Advance Exchange swap process that was set up today 07/25/under the ticket reference number *** and will be receiving a replacement phone within 1-business days

We have been working with Mr*** and he has confirmed today that he received a replacement HTC One Mphone for *** Wireless sent through UPS with the tracking # ***Thus, he will be sending us the latest *** phone he received in order for the exchange process, which took place
under the ticket reference # ***, to be completed

We have reviewed customer’s situation and deeply apologize for any inconvenience they may have causedWe have been working on the case and as a courtesy we have created a new ticket: ***, to send a replacement phone to the customerWe have been trying to contact the customer in order to
confirm the situation but received no answer and a voicemail was left with above informationWe will continue to follow up the case and keep the customer updated

We have contacted the customer on 12/30/to inform the refund has been processed today 12/30/with transaction Id: ***Customer was advised the mount would be reflected on his account depending on his bank or card company. Customer agreedNo further questions or assistance
required from the customer

Complaint: ***
I am rejecting this response because:Hello just updating that I finally received a replacement/ refurbished phone in the mail from HTCI had wanted my money back instead but at least its somethingThank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We have made a research in regards to the Order
# ***, which was placed by Mr*** since 0813/2016. We have confirmed that the order was successfully processed and the Vive Kit was shipped from the FedEx location at Indianapolis, IN, since 08/15/2016. The package departed from that location to the next one in Memphis, TN, and then, it was taken to Laredo, TX; finally, it was delivered on 08/17/as per FedEx tracking # ***
We have been able to contact Mr*** and he stated that he never received the package. We have advised him that in such case he is entitled to file a claim, as he is the receiver, by either calling to the phone number *** ***, or by accessing the link:
http://www.fedex.com/us/fcl/pckgenvlp/online-claims/index.html
By this mean the courier company, FedEx will be able to conduct a research on their end in order to reveal what happened with the delivery of the product

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would also like to state how thankful I am for your assistance on the matter I've always heard stories about people saying how they would contact the Revdex.com because of the poor service they received elsewhere I've never contacted the Revdex.com but I am so glad I did The amount of help and assistance that came from HTC after I filed the report was quite surprising HTC contacted me and stated that they would replace the unit if necessary They have my product now and are servicing it If it should come back faulty, they have agreed to replace the unit entirely Again, thank you for your assistance in getting my issue resolved As I mentioned to the HTC representative who contacted me shortly after filing the complaint, all I truly ever wanted was to have my product repaired/replaced I feel confident now that my issue will be addressed in a much more timely manner Should I have any further issues with this ticket, I will not hesitate to contact you again
Sincerely, *** ***

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceWe are willing to provide a RMA process with no charge for any manufactured issue and an extended warranty for calendar days, starting from the day customer receives the phone back from our
repair center

There is a general situation regarding the new HTC repair facility location, HTC is working really hard to overcome this situation; as soon as tracking number is available the customer will be informed

HTC has reviewed the customers complaint and we understand that the customer made an Order via our website however the current status of the order is : Disputed Order
Which means the following :
An order will be placed into dispute when a customer has filed a claim with their financial
institution against HTC/Digital River
When an order is in dispute, HTC can take no action on the order itself including refunds, returns or any other adjustments, a disputed order will be settled between the financial institution and Digital River
Any paid claims will go to the financial institution, who will in turn credit the customer
The customer will need to reach out to the financial institution for further follow up

HTC must confirm what was explained to Ms***; the device Model HTCis no longer eligible for a refund because it already exceeded the time frame after the purchase Certainly the device has been repaired twice under the tickets*** and ***, nevertheless the device is still covered by the manufacturer"s warranty, on the other hand, since the he phone has been sent back to the customer with the alleged same issue, we will be more than glad to proceed with a new repair process including a Pre-paid label and a Quality Check on the device after being tested and prior to be shipped out to the customer in order to guarantee that the phone is completely operational

The order for the replacement SD and SIM trays have already been placed

Ms*** phone has been received and now we are working to issue the replacement as we are out of stockAs soon as the tracking number with her replacement is generated, she will be notified

Complaint: ***
THey finally did what they should have done was to send me a new phone its absolutely sad that I had to complain to the Revdex.com for them to help a customer with what they should have done from the beginning!
I am rejecting this response because:
Sincerely,
*** ***

The order is in a disputed state and the chargeback has been paid out, customer needs to contact the back institution involved

Complaint: ***
I am rejecting this response because:I received the device without a SIMtray and thus as unusable as when it was in repair.
Sincerely,
*** ***