HTC

According to the terms and conditions of the one year warranty, physical damage is not covered
In order to follow the repair process a quotation will be issued

Complaint: ***I am rejecting this response because: I have not received a refund or any kind of resolution.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I refuse to consider this matter resolved, ever Please keep this complain logged as unresolved so other customers know how HTC will turn their backs on their customers. Sincerely,*** ***

The refund was processedWe apologize for the misunderstanding and the delay in the process.The transaction number is *** Please, allow to business days for the credit to be applied to your account; due to billing cycles, the refund may not appear on the same statement as the
original chargeHowever, you can contact your bank to check if they have more details about this transaction

July 21st 2015 RE: Revdex.com ComplaintCase #: *** Dear Mr***, A copy of your report filed with the Revdex.com of Alaska, Oregon and Western Washington has been received by HTC regarding your HTC mobile device. As you fall
outside of the month manufacturer’s warranty period and we no longer manufacture parts for your device, we are unable to offer service for the particular HTC model you own.We spoke to you on the 21st of July to offer you a coupon code towards the purchase of another HTC device, you declined this offer. We would like to apologize for any inconvenience that you have receivedIf you have any other questions please contact us back at *** *** *** 8am to 1am EST days a week. Sincerely, HTC Customer Care HTC America CC: Revdex.com of Alaska, Oregon and Western Washington

At this moment we are experiencing some delays with the parts necessary to repair the devices from this particular model, that is the reason of why your repair process has taken more than normal

Device has been shipped and according to the FedEx tracking number *** it was delivered last 10/18/12:PM

Complaint: ***I am rejecting this response because it does not involve a compensation of any kind for the days of unnecessary time, effort, stress, calls, hours of holding time, unprofessionalism of staff, ignorance towards request, lack of Care and Satisfaction towards its loyal customersSincerely,Dr*** ***

Mr*** was provided with a pre-paid label to return the 1st device, from Order # ***. It was received at our warehouse on 06/06/as per UPS tracking # ***. A refund for the amount of $was successfully processed since 06/09/.(Transaction ID # ***)
In regards to the 2nd device, from Order # : ***, the customer refused the package and it was returned to the sender on 06/07/as per FedEx tracking # ***. At this time our system is not showing the transaction ID number for this 2nd refund; we apologize about this, we are working on correcting the issue. NeverthelessMr*** confirmed that both refunds, one for $and another one for $756.67, were already credited to his Pay-Pal account

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceWe have checked the process with the repair ticket # ***, in order to resolve this delay; we reviewed the RMA options available to satisfy customer needsWe have contacted Mr***
** *** and we advised him that the unit will be replaced and shipped overnightAccording to FedEx tracking # *** the scheduled delivery is Wed 2/22/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for the assistance in this process and helping reach a resolution quickly
Sincerely,
*** ***

Complaint: ***
I'm fairly certain HTC's Ts&Cs of the 'regular repair process' don't reference a TAT of over 1/months. But I could be wrong. The simple fact that still no status, proposed resolution, or even a tentative ECD, can be provided after all this time, speaks for itself. - *** ***

Complaint: ***
I am rejecting this response because:
Before the repair center in Houston (I accidentally wrote Austin in my original complaint) had to be closed down due to the hurricane, they had my phone for a month and a half and hadn't even updated my phone as being received by their facilityI called them weekly and they offered me no real answers as to why my phone status hadn't been updated or moved into repairNow, that facility will be closed for an indefinite amount of time with no guarantee of when it will re-open or when I will get my phone back--it could be months from now or even some time next yearFurther more, I don't know if my phone has been damaged further, beyond repair, or lost altogether. The same day that I filed my original complaint with the Revdex.com, the HTC repair tracking website updated my phone as being received under the "in repair" sectionIf the facility is closed, how is it possible they are able to account for my phone? From an ethical standpoint, this is very questionableWhen I contacted HTC customer service through their live chat regarding this, I was told that the phone status being "in repair" was due to a technical glitch on their side and that it wasn't in repair, nor did they have a time frame of when my phone could be repaired and returned to meAgain, I asked for replacement, and they refused, saying it wasn't "listed in their process"The impression that I'm getting is that whenever HTC does get around to fixing my phone (if it wasn't lost and is still fixable) is that they will still be charging me for those repairs--and again, I don't know if it's been damaged further by the storm and if they'd charge me for that, too.I understand that the hurricane is a reasonable factor in this scenario, but again, HTC had my phone for a month and a half before hand and could have repaired and returned it to me in that timeSince the facility is now closed indefinitely, with no guarantee of when or if it will re-open, if my phone was damaged further or lost, this indicates very clearly to me that HTC is unable to honor their end of the agreement to repair my phoneAnd lastly, again, I find it ethically questionable that they updated the status of my phone the day submitted a complaint to the Revdex.com when they are unable to actually confirm if they have my phone and when they will be able to repair and return itI believe that it is unreasonable for HTC to ask me, a customer who paid full price for a new phone (and who had they intention of paying additionally for a repair), to wait an unknown and indefinite amount of time until it can be fixed and returned to me, it's poor customer service.Based on all these facts, I'm demanding either a refund (my preference, at this point) or new HTC Uas a replacement
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:HTC refused to give my money backOn 07/28/they opened anew service ticket for another replacementI noticed that the information waswrong (another mistake from HTC) and had to contact them regarding thisAftera day (07/29/15) the representative Mindy corrected it and a replacement wassent to my once againOn 07/30/the replacement was delivered and it had aworse issue (huge distortion on the front upper speaker)On 07/31/I sent avideo to HTC to prove the malfunctioning of the phoneEvery time I tryto call HTC customer service I have to wait several minutes because they alwaystell me my case has been referred to a “Priority 1” department, but last timenobody was availableOn 08/02/15, the representative Mindy responded to mymessage offering me yet another replacement or just to keep waiting until shereview the case with her teamRight now I have two phones that are not workingproperly and I still have to keep paying to my carrier for the serviceIbought this phone brand new, with out of my pocket money, unlocked, withoutcarrier restrictions… and I have not been able to properly use this phoneOnceagain I demand my money back ($499.99)I have sent all the documentation toHTC (sale receipt from an HTC authorized re-seller) and I still keep getting “NO”for responseI need to buy a phone as soon as possible since this situationhas caused me a lot of problem in my workplaceThis situation has become very disrespectfulto me since nobody seems to pay attention to my problems or demandsI franklycannot wait any longer.Sincerely,*** ***

Due to the severe weather conditions brought on by Hurricane Harvey to the Houston area where our repair center is located, forced us to close it indefinitely since we need to ensure the safety of everyone in our repair center and their families, we will provide any updates when the situation
unfolds

Complaint: ***
I am rejecting this response because:Hurricane Harvey struck on August 25thMy original ticket has been open since August 2ndThe number of days between my ticket and Hurricane Harvey is days! times the falsely advertised two day shipping on the htc.com websiteWhile I do understand that it is impossible and unsafe to operate the repair center now, it was not for the over weeks prior to the hurricaneThis is a blatantly unrelated excuse, and a shameful one at that.I demand a resolution to my issueThis is simply unacceptable; when a two day service is advertised, it must be honoredNot honoring the service is illegalIf you are unable to send a replacement, there are many other solutionsYou can a)refund my initial purchase of the phone b)credit me $towards the purchase of a new phone off of htc.com c)send me another phone free of chargeOf course, there is always option d) which entails myself suing HTC corporationI hope you do not force me to reach that stage
Sincerely,
*** ***-***

June 17th 2015 RE: Revdex.com ComplaintCase #: *** Dear Mr***, A copy of your report filed with the Revdex.comof Alaska, Oregon and Western Washington has been received by HTC regardingyour HTC mobile device. We apologize for the issues
youexperienced with the devices you received from your service providerOurrecords show that you had contacted us on the 3rd of May. At this time,you had owned your device for months, and were months past our warrantyperiod. We sent you a SIM tray in hopes to resolve the issue youexperienced with your previous SIM trayIn regards to your request for a refund, we recommendcontacting your point of purchase to inquire on the possibilities. We would like to apologize for any inconvenience that youhave receivedIf you have any other questions please contact us back at *** from 8am to 1am EST days a week. Sincerely, HTC CustomerCare HTC America

According to the reference number *** customer reported two defective buttons on his HTC keypad last 02/06/This situation is covered by the original warranty however customer contacted HTC last 02/14/chat session *** and he stated he had dropped the replacement device by
accident and the screen was brokenSince customer has already applied for the Uh Oh protection program he can send the device to be repaired but a quotation will be issued (just for the screen)If customer sends the device to the repair process he will be receiving 50% discount on the quotation

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceWe are currently reviewing the RMA options available to satisfy customer needsIn regards a refund, HTC is unable to process a refund for a product purchased more than days ago, as it is
published on our Online Store’s Returns and Cancellations policy found online on: http://store.us.htc.com/store?Action=DisplayReturnAndCancellationsPage&Locale=en...⇄

We have attempted to contact the customer by phone with no success, a voicemail was left with the update. We were to review again customer’s situation and determined we will be sending the customer a HTC One M8- Verizon 100% tested, directly from the corporate officeWe will be contacting the customer as soon as we have the tracking number ready for shipping