HTC

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

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,*** ***

An email with the replacement options has been sent to the customer

Complaint: ***
I am rejecting this response because HTC has already failed to deliver on precisely these conditions for over four monthsI've filed with Revdex.com because I have no confidence that I will receive a response from HTCHTC has not been able to provide a timeline on repair or update me on the repair process since they received my device on October 10th, 2017.
Sincerely,
*** ***

An update has been released for your devicePlease try it out and let us know if the situation you reported is solved

We contacted Mr*** to validate the way we can assist him, and we agreed to provide all the accurate troubleshooting through email as he didn’t have at the moment another line to do the steps needed to resolve any software malfunctionAn email with instructions was sent and we are waiting for
his response in order to check what further steps are needed

There is a general situation related to the recent change of service center that we just underwent to, HTC is working really hard to provide a resolution as soon as possibleOnce the replacement process is completed and tracking number is generated customer will be informed

Complaint: ***I am rejecting this response because:
I am not at this point interested in timeIf you are going to offer me a coupon for the value of a brand new charger to be purchased through your website Id like that ASAPI have been waiting since 8/for a charger to be deliveredI am not willing to wait longer and then be offered a coupon at a later date
Sincerely,*** ***

A refund has already been processed:
Transaction ID ***, for the amount of $
Since the shipping costs assumed by the customer cannot be refunded by the company, we have offered a courtesy cupon that will be useful to get a discount in the purchase of any of the HTC
products offered at www.htc.com/us. Customer agreed on this resolution

Complaint: ***
I am rejecting this response because: Through repeated levels of incompetenceIt's shown, I've never requested a warrant repairHOWEVER, NUMEROUS TIMESI've asked, demanded a repair tkt number to send it in and have yet to get one.. Even the ineptitude shows through this responseIf I'm being told correctly, I cannot send the phone in for a repair as the response states; UNTIL I HAVE A *** TICKET NUMBER!!! Which I still do not have
Sincerely,
*** ***

We contacted the customer via phone and email to explain the replacement process and to provide a pre-paid label so he can return the device to our Warehouse. We ask the customer to check his spam or junk folders and let us know the option that works best for him. The pre-paid label will be attached...

to this response as well.

On the 28th of August an HTC representative spoke with Ms. [redacted] and was able to help her take advantage of the Uh Oh program. We are currently awaiting her device at our repair center, once we have received the device a replacement will be sent. After Ms. [redacted] has received her replacement we...

will consider this matter resolved.

Customer agreed yesterday 06/01/2015 with a representative to check if we could get him his original device because unfortunately we only have certified like new devices to give out as replacements. Told customer we were going to check for updates with the department in charge and get back...

to him later today. We have informed the customer we do not have any updates yet on his request for returning his original device. Advised if this cannot be fulfilled, what we could offer was another replacement process with a certified like new device. Customer asked how long was it going to take for the whole process to be completeted, we could not give an exact timeframe due to the investigation that we have going on with the Repair facility. Told customer we will be following up on the case to get the issue resolved as soon as possible, advised he may receive also a callback from the representative that took and escalated his case yesterday. Asked customer if he had any questions or needed further information. Customer did not have any questions or needed any information.

Mr. [redacted] has been advised about the fact that  taking one of the benefits of the UH OH protection plan ($100 credit ) voids the possibility of enjoying the other one (free replacement in case of cracked screen or liquid damage).
The request of the coupon code was submitted  by the...

customer directly from the HTC web-site (https://uhoh-cr.htc.com/)  on  06/13/2016.  Before its completion he found  the following warning:   "Please Note: Once the coupon has been issued, an Uh Oh claim cannot be submitted”,  and he was required to read and agree with the UH OH Protection Credit Redemption Terms and Conditions,  which were displayed on the same page.   Upon finishing this process, Mr. [redacted] received an e-mail confirmation providing the coupon code  “[redacted]” which can be used to  receive the $100 discount in  the purchase of the next HTC device.  For this reason he has been explained that his phone is no longer eligible for the free  UH OH replacement. 
However, the customer has been informed that the company will be able to assist with a repair taking in account that there will be a quotation for the price of fixing any physical damage, which is / are not covered by the original warranty.  The customer has been offered with a Pre-paid label as a courtesy in order to facilitate this process.

HTC will fulfill the customer's request in accordance with the terms and conditions of the regular repair process. HTC sent a request to the repair center in order to push this process. A turnaround time cannot be provided to the customer until we receive a notification from the facilities. As soon...

as we have more information the customer will be contacted.

The process has been completed, the device delivered and received by the customer under tracking number [redacted].

July 23rd 2015RE: Revdex.com ComplaintCase #: [redacted]Dear Mr. [redacted], 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.We apologize for the...

delay in our response. Due to technical problems, wewere only now just able to view your complaint.Our records indicate that your device should have been ready to be activated near the end of April 2015. During this time, our support team had contacted you to validate the ability to activate your mobile device, they were unable to reach you.We would like to apologize for any inconvenience that you have received. If you have any other questions please contact us back at[redacted] from 8am to 1am EST 7 days a week.               Sincerely, HTC Customer Care         HTC America CC: Revdex.com of Alaska, Oregon and Western Washington

The main reason of the delay was related with the high volume of orders and the stock levels. Customer already received the product and the next day shipping fee was refunded.
Customer refused to receive a coupon code as compensation and he was contacted directly by the representative assigned by...

HTC corporate office, however customer stated he wanted to receive a full refund without returning the device.
Since buyer’s remorse period has not been exceeded customer will be able to follow the refund process which may take from 7 to 10 business days after HTC facility receives the device.

Complaint: [redacted]
I am rejecting this...

response because:HTC has provided no credible evidence to support their claim that the liquid was not perspiration.  They claim that the corrosion patterns could not be caused by perspiration entering the controller due to the fact that it is in multiple places.  I maintain that perspiration was the only liquid that the controller came into contact with and that perspiration, while dripping down from my hand and onto the controller, could have entered the controller's housing and arrived at those two points just as easily as any other liquid.  In addition, I submit the following observations for consideration:1) The intense localized corrosion found is characteristic of a salty liquid, such as perspiration, rather than of a prolonged immersion in water or some other liquid.2) There is no residue on or inside the controller to indicate that another liquid was the cause of the failure.I feel that HTC must honor their warranty on this device.
Sincerely,
[redacted]

HTC will fulfill customer’s replacement request in accordance with the Swap terms and conditions. At this moment the repair center is waiting for the re-stock of the HTC 10 devices. Every replacement process related to this unit is on the back-order list. As soon as the repair center releases a...

tracking number the customer will be contacted.