HTC

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, *** ***

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

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

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, *** ***

Charges on customer’s account have been reversed on HTC’s end. Customer has been informed about the resolution,

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

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 # ***

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

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 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

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

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

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

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,*** ***

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

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,*** ***

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:My device was not repaired and shipped back to me in a working condition The phone returned and was unable to be activated because the device IMEI and MEID were for my phone and one was for another device (htc desire 510) Upon contacting your company back I had to wait for them to over night a replacement device The next morning I received that device and was not able to activate it because it was still on another *** customers account So again I had to wait for another device to be shipped out to me over night I finally received a device on Friday that I could activate and it barely keeps a charge after minimal usage This device was received on June 26, So again you have not met my standards of proper warranty repair nor replacement of my device When I sent my device in there was only a problem with the camera There was no reason for them to tamper with the IMEI nor the MEID causing my device inoperable This was a enormous inconvenience for myself and those I had to have sit at my house each of those days to receive the next device Sincerely,*** ***

We have contacted the customer; we advised the customer we would be reviewing the account to confirm what happened with order and try our best to get a resolutionWe advised the customer we would be contacting him back once we had an update availableCustomer appreciated and agreed to process