HTC

Complaint: ***
I am rejecting this response
because: I shipped out my phone weeks ago and have confirmation from UPS that they received itHTC customer support can't even track down where my phone is or the status of the repairAlso this phone is widely known to have the same problem of screen not coming on or being half blacked out againThis is the second time the phone is being repaired for that problemI want a refundThis is a defective phone that should be recalledWhy is htc REFUSING to replace or refund a DEFECTIVE phone that is covered under warranty?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: There is absolutely no documentation in phone manual that states that the battery is not to be removedThe only statement is that "Do not attempt to disassemble the unit..."This was a battery removalThere was no disassemblyThis is as simple battery removalAs for the insinuation that unauthorized accessories were used, that is preposterous and a complete unwarranted claimIt is fortunate that it only damaged the handI do not accept the rejection of this complaint
Sincerely,
*** ***

We have contacted the customer and we have informed her of the procedure to retrieve the contacts from previously done backups
She will try to retrieve the contacts from the SD memory card she has on the phone through another device and she has agreed to be contacted again to confirm the results
for such attempt

According to HTC policies and protection plan terms and conditions, Uh Oh program only covers liquid damage and broken screen (no other physical damage as the body of the device)

June 17th 2015 RE: Revdex.com ComplaintCase #: *** Dear Ms***, 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 understand there was a delay
in scanning your device inat our repair centerOur records indicate that your device was repaired withinbusiness days of arrival at our repair center and has since been deliveredback to you on the 8th of April. 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 CC: BetterBusiness Bureau of Alaska, Oregon and Western Washington

June17, 2015RE:Revdex.com complaintRevdex.comCASE#: *** Dear*** ***A copy of your report filed with the Revdex.com of Alaska, Oregonand Western Washington has been received by HTC regarding your mobile device. Weapologize for any inconvenience you
may have encountered while requesting aninvoice for your repairIn order to assist you with your concern we havecontacted you on the 17th of July and confirmed that you havereceived the invoice that was sent to youYou have also confirmed that theinvoice you received it exactly what you were looking for.Ifyou need to reach us in the future, please do not hesitate to contact us at*** *** from 8am to 1am EST days a week. Sincerely,HTC Customer Support HTC America, Inc.CC: Revdex.com of Alaska, Oregon and Western Washington

All Processes are progressing right now, once the customers ticket produce a tracking number the customer will be informed so he can be aware of when the package will be arriving at his delivering address already provided

Good morning HTC has been willing to provide a resolution for Mr***
We have indicated the following facts:
-The damage that the customer is complaining about was not caused by any internal malfunction of the HTC device. He purchased a smart phone in good conditions and then possibly due to an accident the screen got cracked. According to the warranty policy, this is defined as “rough handling”; therefore, it is not covered by the one year manufacturer’s warrantyIn such case the company is able to offer a repair including a quotation for correcting the physical damage
-The eligibility to the special UH OH protection plan was voided by an action taken by the customer
- The reason why we referred to the Terms and Conditions that are posted on our web-site was to clarify the regulations for the UH OH protection plan, which have been posted in our web-site for months
Anyway, as a courtesy and as an exception, the company has offered a repair with a 50% discount on the price of replacing the screen and a Pre-paid label so that he does not have to assume the shipping cost

Ms*** *** has been advised about the manufacturer’s warranty that still covers her HTC phone model Desire 510. She agreed on proceeding with a repair process. Thus, since 06/30/the repair ticket # *** has been created for this purpose and as a courtesy,
Ms*** has been provided with the UPS Pre-paid label # ***, so that she can send her device to the repair facility

Regarding Mr***’s request, of a Pre-paid label to send the accessory (Vive controller) to our repair center in the United States, it is important to clarify that according to the warranty policy the company is not it issue a pre-paid label for a product that needs to be repaired after
months of usage. However, as an exception and courtesy we are currently working to see if it is possible to fulfill Mr***’s request

Repair processed are experiencing some delays due to the new repair facility locationHTC is working really hard to overcome this situationAs soon as tracking number is available customer will be informed

We are currently attempting to reach you so that we can further discuss this complaint

Still I am not seeing a solution hereHTC is not giving any guaranty for any thingThe concern is about giving me am old refurbished device modeled years oldWhere as I purchased a new deviceI have purchased a new device not a refurbished or used oneOn what basis HTC is saying that, they will give one more replacementAgain an old device or a new onePlease repair and return my original device ( which was new )Or provide replacement with brand new Again I would like to update HTC that I have purchased a new device (used just 20days) HTC can't give me back an old used/certified/refurbished for replacement
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because:
My issue is not resolved as my questions have not been answered. My complaint regarding the delay in repair and exchange is valid. If not, they need to state why.As I previously described, the timeline I experienced is a far cry from the timeline HTC presents. They state unavailable parts were the cause of the delay. Why didn’t your customer service support team know this information? Not only could they not accurately identify whether or not my device was in HTC’s custody, they could not retrieve any information on the status of my device once confirmed in HTC’s custody. Where was my phone located during the days unaccounted for? Delivered on October 3rd (confirmed by USPS tracking) but only accounted for on October 13th?
Additionally, HTC has not responded on why my phone was held for investigation after repairs and payment were complete. What investigation occurred and why was my phone involved and held? There was a clear lack of knowledge by the support team which hindered customer relations and expectations. As a customer, if I am being reassured everything is ok when clearly it is not, there is a problem. When the customer support team and floor supervisor have no clear answer on what is going on, that is a problem. I do acknowledge HTC’s expedited shipping of the device as well as their attempts to provide coupon codes. I have yet to receive any correspondence regarding the issuance of coupon codes or if there will be issues in redeeming them as I have an available voucher as well. Request my initial questions answered as well as clarity on the issued coupons before response is accepted
Sincerely,***l ***

Complaint: ***I am rejecting this response because:HTC failed to leave a contact number The last contact I had prior to emailing was via phone call, when I put in a second request to have the shipping charges removed, as states is my right under the Magnusson Moss Warranty ActAfter not receiving contact, I emailed twice under my ticket number, and was ignored; denied my warrantyFurthermore, you have disregarded the fact that this law is my protection, and you have agreed to honor it Not once was my Nexus in question for repair, you agreed to replace it under the Magnusson Moss Warranty Act I ask you to retake seriousness of my claim, I have been a faithful HTC user since their launch of the first android phone in 2007, but I will not hesitate to pursue legal action when a company is infringing upon my legal rights.Simply stating that your policy does not allow you to follow the law is hyperbolic, all companies operating in America must abide by US laws If I am forced to pursue legal options, I will inform *** of such, as I will be filing a class action, due to the overwhelming abundance of these defects, as reported by users I do not wish to pursue legal action however.Please in your response agree to replace the Tablet, provide the Keyboard case, whilst explaining how you plan to follow up I will not accept an empty promise.Sincerely,*** ***

HTC understands *** ***'s concern, the Corporate Office is aware of this situation, the ticket number #*** has been added to the priority list in order to push this processAs soon as the repair center has a tracking number for the customer he will be notified

June 30th 2015 RE: Revdex.com ComplaintCase #: *** Dear Ms***, 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. Due to unforeseen
circumstances there was a delay in the repair process for your device, we apologize for thisYour device has since been repaired and delivered to you on the 8th of MayWe have also sent you an email with a $coupon code that can be used on the HTC.com website. We would like to apologize for any inconvenience that you have receivedIf you have any other questions please contact us back at *** *** from 8am to 1am EST days a week. Sincerely, HTC Customer Care HTC America CC: RevDex.com of Alaska, Oregon and Western Washington

Complaint: ***I am rejecting this response because: The only thing this company has done to remedy my concerns were to complete the exchange correctly as should have happened weeks agoTheir response from their "executive" office was a courtesy to place a $hold on my credit card and ship me a new phoneThey offered no type of genuine concern to the fact I was without a phone for over a monthI feel like the advanced exchanged should have been offered as a courtesy due to the fact they had already sent me two incorrect devices which indicates to me they are not even that concerned with their inventoryI only got apologized and I'm sorry but not a valid resolutionThe poor service they offered as a response is indicative of a company who does not care about what the RevDex.com does to ensure all customers are backed by positive resolutions to problemsIn this case there was no sympathy and doing the "right" thing, which is what should have occurred the first and second times I received an incorrect phoneThey also refused to have someone from corporate call me, and took me filing this complaint and looking up the corporate offices numberAnd even then they offered poor customer service with making any exceptions to their policy to remedy concerns a customer legitimately has.Sincerely,*** ***

Complaint: ***I am rejecting this
response because:
It is correct I received a replacement phone 10-18-However, my credit card has not been refunded the $yetI returned my broken phone via UPS 2nd Day air today, 10-19-As I understand it, HTC needs to receive my damaged phone and then they will refund my $When and if my money is refunded, I will contact the Revdex.com. Sincerely,*** ***

Complaint: ***I am rejecting this response because:I reject their response because adding device is to Sprint a database should not take almost weeksThis is something that should have been done before there device was sent and at the very least on October whether day I received the phone and called htc to report that the device they sent me could not be added to sprints databaseI spent hours on the phone with sprint on October They told me the phone could never be added to their database my only option was for htc to send me a new phoneI have htc this information as well as the interaction id from sprint that would have provided them with the information about the phone not working on sprints networkHtc has ignored thatI was told on Friday, October someone would be calling me soon since at that point we were at their 3-business day escalation windowNever heard back, on Tuesday, November 1, I called againThis time was told they would escalate my issue before the business days was over that I would receive an email that day regarding my phone(I can provide documentation of this promise"On Friday, November I called htc support again since I never received any emailThe gentleman told me that they were adding numbers to a database and I would hear back in another 3-business daysI told him that was not a solution if that was the solution they should have tried that two weeks ago and I'm not waiting another week to be told the phone won't workHe told me he would request a new device and call me back in hrsHe never called backSo on Monday, November I called again this time was told that they are doing everything they can but they can't give me any resolution or resolution dateI'm sorry but I am paying for a device monthly that does not workHtc advertises this uhh ohh protection, my device was not broken by me but malfunctioned and was only a few months oldNever did I imagine that I would be fighting to receive a working phoneNever have a dealt with a company who treats their customers like thisI am a director of technology it does not take weeks to add numbers to a databaseHtc only response at this point should be we next dayed you a new device that has been tested on sprints network please said the build a phone we sent you once you receive the new oneTelling me I have to wait for them to try and add numbers to a database is unacceptable at this point maybe weeks ago that would have been acceptable but not nowBottom line I am paying for a device that has a contract and I do not have a working deviceI am disgusted with how htc treats their customersI am a single mom who works my butt off and don't deserve to be treated like thisEvery time I call htc they give me a different story and different promise and so far all it has proved is they are good at lying and pushing around customersNot sure how htc is in business no other cell phone manufacturer treats their customers like this.Sincerely,*** ***