HTC

Complaint: ***I am rejecting this response because: the device was returned because of the horrible customer service of HTCHad they not acted the way they did I would have not returned the device Sincerely,*** ***

We were able to speak to Mr*** and as a developer and skilled professional , he is aware of the fact that HTC was not authorized to install any further software updates for his HTC One Mfor Windows, since the software updates for this device depend on the company Microsoft..
He did the right thing by requesting the assistance from Microsoft on this matter; In fact, he told us that he received the assistance that he needed from them, and finally, he was able to install the new software (Windows 10) by his own means.
On the other hand, Mr*** was explained that HTC will be unable to issue a partial refund for his device, as it was not purchased from HTC and it is no longer covered by any warranty either. However, as a courtesy, we have offered a Promotional Coupon Code to him that will be useful to obtain a discount of the purchase of one of the latest HTC phone models, and the customer agreed with this. HTC is currently working in accomplishing this request

HTC will fulfill the customer's request in accordance with the terms and conditions of the regular repair processHTC sent a request to the repair center in order to push this processA TAT cannot be provided to the customer until we receive a notification from the facilities

In regards to Mr*** complaint, having confirmed that the Vive kit that the customer ordered online as per Order Number: ***, could not be delivered by FedEx to the address that was provided. FedEx in confirmed the return tracking number ***,
indicating that the product was returned to the HTC Warehouse on 08/10:AM. Therefore, Refund number *** for the amount of $was successfully completed since 09/22/2016, it will take from 5-business days for the refund to be updated on Mr. ***’s account

Charges on customer’s account have been reversed on HTC’s end. Customer has been informed about the 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 me
HTC escalated my case and a corporate rep shortly contacted me and issued my long due refund.
Sincerely, *** ***

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceIn regards to Mr***’s concern, we are willing to resolve this delayed with the refund and we are glad to confirm, we have processed the refund on the 05/01/Also, we would like for Mr
*** to know that, we are working to avoid future issues to complete the refund within the estimated time provided

UPS Tracking number *** was just generated, as soon as the scheduled delivery is available customer will be informed

June 8th 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 understand the inconvenience
the delay in receiving yourprepaid label has caused youWe have issued a prepaid label and sent it to theemail you have provided to us. 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 Customer Care HTC America CC: BetterBusiness Bureau of Alaska, Oregon and Western Washington

Although we have experienced delays at our repair facility, we are glad to confirm that Mr***’s replacement phone, related to Ticket #: ***, was successfully delivered at his location on Monday 10/17/as per FedEx tracking # ***

We have confirmed that Mr*** has returned the products to our Online Store Return Center, and on 5/27/9:A.MCDT the amount of $was refunded to him with the refund reference # ***
Furthermore, PayPal Credit’s financing policy falls completely into PayPal’s jurisdictionTherefore, the number of installments provided to any customer depends entirely on PayPal’s terms and conditions

We have reviewed the copy of the chat sessions provided by Mr***, as well as the email that he received regarding Ticket # ***, which could not be processed due to an error in the system. Thus, we will be able to create another On-site exchange ticket for Mr*** in order to exchange his HTC One M9. We look forward to contact him in order to book a new ticket.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We have contacted the customer; she was able to confirm, the original defective HTC phone was given to her carrier Sprint in order to purchase, a new phoneCustomer also stated she has sent back the replacement defective phone to us, related to the ticket: ***Customer was no longer
interested in resolving the situation with her defective HTC phone and only wanted a refundWe advised the customer that in order to provide her a refund, the original device would be required, in which understood and accepted . No further assistance or questions was requested from the customer

According to the reference number *** refund has been processed
We advised the customer to contact his back institution in case refund is not shown on his bank account

It is unclear what our call center agents communicated to Mr*** HTC should have communicated that a slight "light bleed" is not a repairable defect, it's how the product was manufactured We apologize if this was not correctly communicated to himI do see a note in our system from 6/11/stating an agent to the customer, that the light-bleed was not a repairable defect.Due to hardware limitations, some minor light bleeding may be visible when the screen is displaying a dark background and the back-light level is high This effect is more noticeable in darker ambient light Enabling adaptive brightness and reducing the overall brightness can help minimize the effect In most cases this effect is only visible when the screen is displaying a dark background and the back-light level is high, and will not affect tablet use. There was no repairable defect found at the repair center regarding "light bleed." A repair would be attempted if the device had a functional failure.Here is our general response to comments regarding Nexus light bleed on this model.“We understand your frustration and have heard your concerns regarding our productThe light bleed issue could be improved by reducing the brightness level or using Automatic brightness optionWe will improve this function in future devices, but in the meantime, we apologize for the inconvenience that this has caused youYour feedback is a valuable tool in helping us improve our devices and customer experience.”We can provide a coupon code for accessories on www.htc.com should the customer wish to receive that

Complaint: ***I am rejecting this response because: Why do I need to accept or reject this message? It is not a message you can accept or rejectThey simply apologized and said they're looking into itOnce the matter is actually taken care of, I will accept/reject properly.Sincerely,*** ***

Complaint: ***I am rejecting this response because:everytime I return there callsIam on hold for min promised that I will get a call back with no follow upI have to re call over and overonly with Revdex.com do they return my calls. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: HTC returned my device the day after requested a charge back from my bank (which was outside the allowable window for charge backs)I received the device the day after I filed the Revdex.com complaintMy phone worked for day after I received it, then reverted back to having the issue for which the device was sent in for repairBased on the timing of events I am almost certain the device was not actually repaired, but was sent back when I complained to HTC and initiated a charge back with my bankI contacted HTC support on 11/HTC is again unwilling to replace the defective device or refund my moneyThey are requesting that I again send the phone in for repairSince the last repair took over two months and was unsuccessful in resolving the problem I am unwilling to endure that arduous process againI was told I would receive a call back from a customer service manager on 11/I still have not heard from anyone regarding this request
Sincerely,
*** ***

We have already processed a refund for $on January 8th, at 9:23:AM CST regarding the RMA # ***We have already informed the customer via phone by leaving him a Voicemail message on 01/09/

Complaint: ***
I am rejecting this response because: Nothing has yet been satisfactorily resolvedI was contacted by the business after eight months of attempting to reach themI was then told the phone was useless and gave it to a friend for partsFinally, only after contacting the Revdex.com, was I contacted by a "Tier 2" or higher level supportNow I am hoping that the phone is still in tact in order to be able to resolve thisHowever, I don't see that a complaint is resolved by providing customer service almost a year after the original issue - particularly in an industry that is fast paced and ever evolvingEven if this phone is able to be activated, it has been a year without its use and the next model has been produced and is for saleAs a business, they are aware of the advancesUntil the contact is resolved and some solution is reached, I am not satisfied.
Sincerely,
*** ***