HTC

Unfortunately,  in this case we cannot provide warranties for phones not sold by authorized retailers. A third party seller on Amazon is not an authorized retailer.  Customer has been offered with a repair process for her HTC  phone.

Our repair center is working restricted hours in accordance with the recovery curfew that is in effect, and to ensure the safety and well-being of our employees. We are still working on pushing this process. The customer will be notified as soon as a tracking number is generated.

June 27th 2015 RE: Revdex.com ComplaintCase #: [redacted] Dear Ms. [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. Our...

records show your device has been repaired and shipped back to you on the 18th of June, the device has since been delivered on the 22nd of June. We would like to apologize for any inconvenience that you may have received. If you have any other questions please contact us back at ([redacted] 8am to 1am EST 7 days a week.               Sincerely, HTC Customer Care         HTC America  CC: Revdex.com of Alaska, Oregon and Western Washington

[redacted]Complaint: [redacted]I am rejecting this response because: As Josie felt comfortable in telling me that HTC would not be able to accept their phone back and/or provide a full refund. I did not have a choice in this decision. So, I received the phone back from HTC tonight. Although, HTC (Josie) advised that multiple parts were replaced and a final check was conducted, they managed to send me an unusable phone. The SIM card tray and SD Card tray are missing and were not sent with the phone. This phone is unusable.
Josie advised that HTC can provide a $50 coupon code to purchase something on their company website. Considering the aggravation of time spent on the phone with HTC (through this whole process), and the absolutely overwhelming frustration of the loaner device I have been provided, this is unacceptable. This loaner phone doesn't work appropriately and I feel that it is wrong for HTC to make light of this by stating that they sent out a minimal phone. This loaner has affected my work communication every day and I don't even know the full impact as I can't always know when messages don't make it through. I have advised Josie via email that HTC has to send me these enclosures overnight. This is the right thing to do.
Thank you,
 
[redacted]
 
 
 
Sincerely,[redacted]

There are 3 refunds pending:
Refund number [redacted] has been created for this transaction in the amount of $648.42   Refund Number: [redacted] has been created for this transaction in the amount of $656.67Refund Number: [redacted] has been created for this transaction in the amount of...

$100.00
Some refunds require the return of the product shipped.

HTC has been willing to assist Mr. [redacted] according to our warranty policies. However it is necessary to clarify that it will not be possible to fulfill any of this requests due to the following facts:
-The policy for Returns and cancellations states that products may be returned within 30 days of the date the Product was shipped to you and must be returned with the applicable proof of purchase.If a Product has been damaged, repaired or is missing parts, it may not be accepted for return and refund.Taking in account that Mr. [redacted] purchased his HTC One E8 on 03/14/2016, he is not eligible for a refund. -The HTC Limited Warranty states the following in regards to a repair: “If a Product or Accessory was manufactured more than fifteen (15) months prior to the date the claim is made, HTC has no obligation to provide support under the Limited Warranty.” The 1st claim related to the performance of the device was made on 08/31/2016, when the 1st repair ticket #[redacted] was created.  At that time the device was no longer covered by the warranty and it may be inferred that the malfunction might be caused due to the 17 months of usage, reason why Mr. [redacted] was required to pay the amount of $150, although he received a 50% discount.  For the 2nd repair ticket #[redacted], there was no charge because the device was covered by the Post-repair warranty.- Mr. [redacted]’s phone was not eligible for an exchange due to the expiration of the original warranty.

The returned product was received at our Online Store’s warehouse on 06/27/2016 via FedEx with the tracking # [redacted]. We will be processing the full refund for the order within the 5-7 business days stated in our Returns and Cancellations policy found published online through the following...

link: [redacted]
Furthermore, we are unfortunately unable to refund the return shipping costs as our Returns and Cancellations policy (found on the aforementioned website) stablishes the customer is responsible for the cost of returning the product to us.

Complaint: [redacted]
I am rejecting this response because:The Business still continues to make false promises. Each time we correspond, HTC promises I'll receive something soon but a phone is never shipped to me.  Please refund my money! This week will mark 3 months since making my first claim and I've yet to receive a functional device.  
Sincerely,
[redacted]

According to the order number [redacted] device was purchased last 02/09/2016. Since one year warranty has expired the phone is not covered by the Uh Oh protection program. Customer has the option to the send the phone to be repaired; in that case a quotation will be issued.

HTC has researched the tickets and as previously mentioned  under ticket [redacted]  the contact was made to HTC technical support last 04/05/2016  as a last interaction. The device manufacture date is 04/08/2014 which is Out of warranty The HTC policies only provide warranty of 12 months after that it will be consider out of warranty. We are able to provide a 50% discount and a Prepaid Label in order to help out with the customers case.

As promised, the device is ready to be shipped, a tracking number was generated for the RMA ticket # [redacted]. The customer can expect the device to be delivered on Thursday, 12/21/2017 , By End of Day, he can check this information with the UPS tracking number [redacted]. We thank...

the customer for his patience and understanding with HTC.

We have started for the customer the replacement process with an Advance Exchange, as she had requested, with the ticket reference number [redacted].
Additionally, we provided the customer with the option to authorize a hold on her credit card for 50% the regular amount we would normally require...

for this process as an exception for the inconvenience she has experienced, and she agreed to it.
Therefore, the replacement device has been sent today 12/29/2015 to the customer via UPS Next Day Air Service with the tracking reference number [redacted].

HTC is willing to explain the status of the case. We are currently experiencing delays at our repair facility, which is the reason why the process to fix Mr. [redacted]’s phone is taking longer than expected.  Our Repair Center is supporting requests in the order they are received. All required...

follow up has been set, and additional resources have been deployed in order to be able to meet our commitments with Mr. [redacted] and all of our customers. We do not have an estimated time to provide at the moment, but we were notified that, in fact all involved areas are adding efforts to all pending transactions. We look forward to return the device repaired as soon as possible.

According to the warranty terms and conditions of the swap process, customer will be able to receive a certified as new HTC phone as soon as he returns one of the devices in his possession.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

During the repair process HTC technicians found the damage was caused by liquid (different than perspiration). Quotation will be issued however if customer sends the HTC Vive Controller to be repaired he will receive 50% discount as one time courtesy.

HTC is working really hard to provide a resolution . As soon as the swap process is completed and tracking number is generated customer will be informed.

Complaint: [redacted]
I am rejecting this response because: The lengthy delay. It was necessary for me to purchase another device. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: the device they returned to me does not work.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: it's not ok for them to take over a month to repair something that I didn't break!! If they don't have the part they need which is what they keep on saying that they are waiting for Taiwan to send it they should do what every other company does which is send a new merchandise which is the most reasonable thing to do!  I paid hundreds of dollars to have that phone seating in their hands for so long I have lost so much for not having my phone like job interviews because they said it would only take 7 to 10 business days which has been 4 times longer the that and still counting and every time I have called them they say they have no answer from the repair department???!!!! What type of service is that for some reason they give a one year warranty on their products once I had a factory problem with a tablet I purchased and they sent me a new one that same week!! Why because it wasn't something I did to it it was the manufacturer defect so they said they would just replaced it but not HTC they don't care about a time line they don't care about the customers needs !! Why have a business like this??!!  So no I do not accept that as an answer and my question to them is what would they do if they were in my shoes Me as a soldier of the US Army transitioning to a civilian life with a family to suport and waiting for calls from jobs that I had applied and my phone was the only way for anyone to contact me and now I don't even have phone lost a few jobs interviews keep on paying for a line to be open for a phone that I don't even have how would you feel getting screwed over like this??? That's what I have to say to their answers  put yourself in my shoes!
Sincerely,
[redacted]