HTC

Complaint: ***I am rejecting this response because: I contacted HTC and having corporate and fon the line, frefused to helpHTC did nothing to resolve my issueThey just stayed on the line and advised me to file a claimThe rep's name is Josie from HTCShe gave me no other resolutions but to file a claimShe advised me to call the police!! Thats insane! I finally filed a claim with fafter weeks of wasting my time with them on the phoneI suspect my claim will be denied and even so if its approved will be paid to shipper as advised by fedexHTC should have done something when they heard how fedex refused to help on the phoneThey were on the line when I kept being transfered to all kinds of departments and finally hung up on usThis is not what I expected from HTC.Sincerely,*** ***

We have provided the customer via email a UPS pre-paid shipping label with the Tracking Reference Number ***And as per such tracking number, the device is already in transit to our repair facility to proceed with the exchange for the Uh Oh ProtectionWe have been unsuccessful in
our attempts to contact the customer but we will continue to do so

According to the FedEx tracking number *** device was delivered yesterday 07/27/15:local time

HTC has reviewed the records of all the complaints filed by Mr***. Given the fact that this case is very unusual we have been working diligently in providing a satisfactory resolution for himWe appreciate the feedback provided by the Revdex.com, it will be taken in account for future similar cases.
Unfortunately we were unable to fulfill the customer’s request of issuing another brand new phone as a replacement due to the lack of such items (HTC model One M9) in our inventory. We have made the customer aware of this circumstance and we have offered a replacement phone providing an appropriate quality check in order to ensure that the customer receives a product with optimum qualityMr*** agreed on this resolution
Thus, we have made the arrangements to send the device Model HTC One M9, Identified with IMEI / Serial number: *** / ***, which was scheduled to be delivered on Friday, 06/24/2016, as per UPS tracking # ***
Mr*** confirmed that he has received the replacement phone already and that it is in good conditions. He has been advised about our willingness to assist with any future claim, as well as our purpose of providing any applicable remedies within our possibilities

Complaint: ***I am rejecting this response because although I agreed to try the SD card in another device, the issue has not yet been resolved
So I will update this complaint once the mobile phone store confirms rather they can retrieve the contacts
Sincerely,*** ***

We have reviewed Mr***’s caseWe are willing to resolve his inquiries. We can proceed with an exchange. We have explained the options available and we will be able 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 if the product was purchased through the www.htc.com website

We apologize any inconvenience our warranty exchange options could case
We will make a one-time exception and provide the customer with a loaner device she can use while we replace her phoneAn On-site Exchange swap process was set up for her under the ticket reference # *** and a
UPS pre-paid shipping label is going to be provided in order for her to send the device to our repair center

Complaint: ***I am rejecting this response because:
I would like for the business to reconsider its shipping policyThe controller was faulty and the support options made available by the company were insufficient to diagnose, troubleshoot and/or repair faulty controllerThere was no phone support for the Vive, as stated by HTC mobile phone supportChat support was often unavailable during posted hours and email support was not efficient to diagnose and troubleshoot the itemReturning the item was my last resort and as the customer I have no control over quality assurance or manufacturing I understand that the product is the first of its kind and not all of the requisite business practices are in place but it seemed to me that given the early stage of the product with a number of strong competitive products I would think customer service would take a front seatExpecting a customer to finance the shipping costs related to defective products is only likely to cost them money in the long runFurthermore HTC's ability to purchase shipping at a discount far out-strips my own.Though I returned this product my intent was simply to get the controller replacedI had fully intended to re-order the HTC Vive again but If HTC is unwilling to bend on its return shipping policy I'm afraid I cannot rationalize the additional cost of shipping another new the headset again when competitive products are all hundereds of dollars less with free shipping and cash back rewards from *** ***I'm also afraid I will not be able to consider any of HTC's products in the future for fear of getting trapped between a hostile terms of service agreement and faulty QA testingThat's a shame because I have really enjoyed their phones since the HTC Aria first came out on At&tI had been excited about purchasing the new *** *** phone this year as well but will have to drop it from consideration because I can't take the risk of financing faulty Q/A on HTC's endI hope that saving $on shipping was worth itHTC has lost at least one customer forever and possibly more since customer service and the faulty manufacturing will of course be factored heavily into my reviews of the product.Sincerely,*** ***

We have contacted the customer today 02/12/We have explained to Mr*** that as the phone was manufactured on 2014/09/and activated with his wireless carrier on 2014/10/06, we have confirmed that the phone is indeed Out of the coverage of the Limited Warranty
Furthermore, we have
apologized for the inconvenience he has gone through and have confirmed to him that we are unable to provide loaner phones while a device is sent to our RMA repair process
Therefore, we have offered Mr*** the option to send the phone in to be repaired in our official repair facility, with the cost of the shipping covered and with a 50% discount on the repair cost

Having confirmed that the product (VIVE Kit) related to Order Number: ***,which was returned by Mr*** ***, was received at the HTC warehouse since 06/15/2016, a refund for the amount of : $870.91was issued on 07/01/2016. Customer has been advised about this
resolution and also about the fact that from that date, it will take 5-business days for the refund to be reflected on customer’s account

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, *** ***

A prepaid label under the UPS tracking number: *** has been sent to the customer to expedite exchange process

We are unable to offer warranty support from Proof Of purchases that are not purchased from an official retailerHTC is able to help with an Out of Warranty Ticket and provide a 50% discount and include a Prepaid Label as a courtesy to support our customer

We spoke with you on the 21st of September where we offered to process another replacementWe provided you with the option of either an Advanced Exchange or an On-site exchangeYou opted for the On-site exchangeYour device is currently in diagnostics are our repair centerOnce diagnostics are
complete, a *** HTC One Mwill be sent to you in replace of the *** HTC One Myou sent in

The refund process related to the order *** was completed last 07/21/Customer can verify the information with the bank institution

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***I am happy the company sent me the pre paid shipping labelI am now waiting to get the new phone replacement under the uh oh warranty plan for free I would like to leave this case open until the new replacement phone has been received for free
This is the RMA number the company created *** and this is the UPS tracking number that was used to ship the phone to the company for replacement.
***
7-12-2016Sincerely, *** ***

We have been able to check the records related to the HTC device identified with IMEI / SN: *** / ***, Model: HTC One mini, which belongs to Mr*** ** ***, and we were able to determine that such device was activated on 11-20-2013, according to which the
"One year manufacturer’s warranty" expired on 11/20/
We were able to speak to Mr*** and he explained that the phone is suffering what we call a “Boot failure”, so the device cannot be turned ON in the correct way to access all the menus, features and applications. The customer explained that he already attempted all the troubleshooting steps recommended by the technicians, however, the device did not respond
Mr*** was offered with a repair, providing a Pre-paid label as a courtesy, so that he does not have to pay for the shipping and, once the diagnostic is completed and a quotation is issued informing what will be the price of the repair, we will be more than glad to request a $50% discount on Mr***’s behalf so that the repair of his phone is accomplished

We are currently working with the customer towards a resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePayPal has processed the refund as a result of the dispute that I filed with them
Sincerely,
*** ***

The repair centeris waiting for the shipping of new stock for the UA Health Box equipmentThe ticket, also, was added to the priority list so once the stock arrives and the package is ready to be shipped the customer will be notified