HTC

We reviewed what happened and will be reaching out to with Mr*** tomorrow with an offer of resolutionDue to the response timeliness required of us, we are responding prior to communicating with Mr***We ask Mr*** wait to respond to this complaint until 2/12/We
will contact him on 2/11/

HTC has reviewed the case and based under the ticket information - *** the customer contacted HTC technical support last 04/05/ as a last interactionThe device manufacture date is 04/08/which is Out of warranty By the time the customer contacted HTC technical
support the year warranty had already expired.The customer wants to have his device placed under warranty but the options that HTC can provided as far as help is sending the device to repair and he will be receiving 50% discount on the quotation and a prepaid label

There are different accessories customer can purchase taking advantage of the credit she has received
Promo codes and credits are subject to available stock
Customer may select one of the available products at the moment or monitoring HTC website at
https://www.htc.com/us/accessories/#!pid=htc-10 to verify the stock of any particular reference

The business has resolved the issue I am dissatisfied with the amount of time it took

Customer were contacted and bundle code was provided

The 1st Refund related to Order # *** was processed on 05/28/for the amount of $858.93 with Reference #***
The 2nd refund was processed since 6/01/2016, for shipping charges related to the same order for the amount of $32.2, with Reference #***
Mr*** also received a courtesy coupon of $50, to compensate for the charges in which he incurred to return the product this coupon will be useful to purchase products from the HTC web-site
As of 06/07/customer confirmed that he has received the refunds and he and the coupon. He stated that he was satisfied with the resolution and he did not have any other concern

Based on our terms and conditions, the warranty option that has been offered to the customer it meets our policies, however we are willing to make an exception to one of our warranty process, which is the advanced exchange in order for Mrs*** to receive the replacement device before sending the defective one back to usOnce again, we are disposed to take care of this inconvenience by following our terms and conditions

HTC apologizes for any inconvenience the customer might have encountered with our customer support and we are glad to assist him in current situation
We have confirmed that the UPS pre-paid shipping label that we generated for his use, which has the tracking # ***, was created with
all the correct informationAttached is a screenshot of the details for the shipping label from our UPS account that shows that the address for the customer does include the suite number (# 100) even though it is not shown on the label itself (also attached)
Therefore, we would kindly ask the customer to please mail us his current faulty device to our repair center so we can exchange it as soon as possible as he agreed when we set up a swap process for him
Furthermore, we can confirm that the current HTC Americas Headquarters’ address is Occidental S., Suite Seattle, WA and it can be confirmed online through our website: http://www.htc.com/us/terms/terms-of-use/

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
Sincerely,
*** ***

Good afternoon
Having confirmed that the product that the customer refused (Vive Kit) was received at our warehouse since 07/22/2016, Mr*** was explained that the turn-around time for processing a refund is from 5-business days
As of today, 08/02/the refund for the amount of
$862.92 has been credited and completed on our end, in reference to Refund Number: *** and Transaction ID # ***Customer has been advised to contact financial institution for verification

The customer was contacted, the refund was processed and settled

Complaint: ***
I am rejecting this response because: I have been told this
before, and my wait could go on (and has gone on) indefinitely. I want a mutually agreed upon date that HTC will either: put my new replacement device in the mail along with providing its tracking verification, or send a payment of $along with verification
Sincerely,
*** ***

We have spoken with the customerWe have explained to her the coverage period for the limited warranty for her product, which goes for months since the manufacture date or year since the purchase of the device, taking into account whichever ends lastTherefore, as the phone was manufactured
on August 02, and activated with the wireless carrier on August 18, 2014, we have deemed the device to be out of the coverage for the warranty.Thus, we offered her as an exception to cover the shipping for the device to our only authorized repair center in the United Stated located in Hickory Hill Rd Memphis, Tennessee, and provide her with a 50% discount on the cost for repair process

Complaint: ***I am rejecting this response because:I don't consider it resolved on their behalf, my carrier is the one that resolved it because last device that was sent by them the ear piece didn't work. I was unable to hear on the ear piece, I can only use the phone on speaker. Yes they did give me a $credit but they weren't the ones that provided a functional working device. It wasn't *** issue of the device not working (several devices) and I should have needed to go through my insurance with *** either. There is a $charge when you do. So in truth I don't see the matter as resolved by HTC. They wanted to continue to send out equipment that wasn't even properly checked. This last device had to be swapped out for the new device given to me by ***. In reality it shouldn't have needed to go through my carrier when the device was still under the manufacturer warranty within one yearSincerely,*** ***

We have reviewed customer’s order and found the device was delivered on March05, customer claimed she never received the packageCustomer stated she had contact FedEx and was advised package was delivered to the wrong addressSince customer has not received the device she purchased, we
issued a refund (refund order: ***) for the amount of $on March20,Credit should be reflected on the account within the next billing cycles or depending on the bank or Credit Card CompanyWe contacted the customer on 03/22/at 09:AM EST we provided the update to the customer and agreedNo further question or assistance required from the customer

Complaint: ***I am rejecting this response because: HTC again continues to ignore the fact that all this came about because they did not know their own product, made representation of their product, continued to insist it was my carrier's fault whereas it was their phone that could not perform the functionThey are now taking absolutely no responsibility for thatSecondly, the course of events as stated by their last response is simply not trueI did not choose to call my carrier (what else can one do as they kept insisting my carrier was blocking that function?), as I did not choose to get a refurbished phoneIf I chose to do all this that, I would not be complaining hereSincerely,*** ***

A replacement device was delivered to the consumer

We apologize for the delay to validate the proof of purchase provided by the customer
We have spoken with him and we have offered him repair/replacement options as the device is considered to be covered under HTC’s Limited Warranty until August 10,
An Advanced Exchange swap process was
set up under the ticket reference # *** and a replacement device was delivered today at his address through UPS with the tracking # ***

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

Reship process has been set upAs soon as tracking number is generated customer will be informed