HTC

Priority One Department representative has contacted the customer and he will working on this case.

Process has been completed and FedEx tracking number [redacted] has been generated with schedule delivery 07/10/2017 by 8:00 PM.

Complaint: [redacted]I am rejecting this response because: HTC in the attached email said I could return the phone and repurchase the handset to get the free Jabra headphones with the promotion. However when I called up they refused to do it, but I have attached a copy of the emails from Lalinde (LA Team).  Htc should be held responsible and should send me the headphones to fulfill the Jabra headset promotion.  Also, the black friday promo I purchased from was supposedly a pre-black friday promo for special customers, the promo for free headphones was much better than the pre-black friday promo. I am unhappy with all the different answers I have gotten from HTC, they are not very helpful to customers and I do not accept their excuses. If the employee emailed me that I could return phone and repurchase to get the headphones, then I should of been allowed to do so, now the headphones promo lapsed because when I called to perform the return and purchase , the HTC rep refused to complete the transaction, even though they saw the emails from Lalinde stating I could do the entire thing.
Sincerely,[redacted]

We checked the IMEI number [redacted] and the device was not purchased through our website (www.htc.com), which is the main condition to be eligible for the UH OH Protection Plan.
We contacted Mr. [redacted] and explained him how our warranty works, besides why the device had a repair cost to be...

fixed. As the damage found on the phone was considerate by the repair facility that it fall outside of the standard limited warranty therefore, we contacted the customer to verified if he would like to proceed, however he requested to have the device returned, the phone was delivered on 28/31/16 according FedEx tracking # [redacted] Nevertheless, We are disposed to repair the device and offer a 50% of the repair cost and provide him with a prepaid label to cover shipping inbound to our repair center.

We apologize for the delay to validate the Proof of Purchase. The process to have the customer’s phone repaired under HTC’s Limited Warranty was set up today 6/7/2016 under the ticket reference # [redacted].
Additionally, a pre-paid UPS shipping label with the tracking # [redacted]...

was provided in order for the customer to send us the device.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I also request you to please not to perform such kind of activity with any other customer.
Sincerely, [redacted]

We apologize for any inconvenience the Mr. [redacted] could have encountered with our customer service.
A return process has already been started for him with the reference # [redacted] and as an exception a UPS pre-paid shipping label, with the tracking # [redacted], was provided in order for...

him to return the products to our Online Store’s warehouse.
We will be able to process a full refund for the order once the products have been received at our warehouse.

We have unfortunately not been unsuccessful while attempting to reach the customer as we would ask her to please provide us with a different secure mailing address where to ship a replacement device to. And once we are able to obtain such address the replacement phone will be sent via next day air...

service.

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would prefer a repaired phone be sent asap while my phone is being repaired since this has taken almost 2 months. I expect to receive a phone within 5 business regardless. Sincerely, [redacted]

Refund process with reference id [redacted] and related to the order [redacted] has been completed. Customer can verify this information with his Bank institution.

We are currently working towards a resolution for Mr. [redacted]. We have been unsuccessful in our attempts to get in contact with him but will continue to reach out.

We have conducted a research on this matter.  On the other hand we have been able to contact the customer and he has cooperated with providing  the necessary documentation to support his claim.  All this information has already been escalated in order to give a resolution to the...

customer's claim as soon as possible.

HTC is willing to explain all the inquiries customer may have in regards how our website and terms of conditions works. The HTC 10 phone has been under different promotions and offers since August 2nd of 2016. Therefore the website will not allow using a promotion code to purchase the HTC 10 as the website is programmed to block those attempts to use coupon codes along with promotions, even though if the product is being displayed with the full price, still it is marked as an offer within the website programming language.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Get me away from this company. Worse customer service ever.Sincerely, [redacted]

The process has been completed, the device rerouted to the customers new address per his request under tracking number [redacted]

Complaint: [redacted]I am rejecting this response because:I was told by the representative today on the phone that they were going to submit a refund request for the $30 I was initially charged for shipping. Also, what kind of coupon? Free shipping? Your company genuinely ruined my entire week by not adhering to your own policies and not returning many of the calls I was promised. Try harder, I want a full explanation of what resolution I am getting before I accept.Sincerely,[redacted]

We contacted Mrs. [redacted] to validate the way we can assist her, and we were unable to educate the customer with the options available in regards her case, as she refused to continue with the conversation. 
Still we are willing to assist and educate the customer about our policies.  We can...

create a repair order to take care of the issue and if is needed We can validate to see if a Loaner Phone is available.

By our policies the time period that a customer has to return a product and be able to receive a full refund is of 30 days, customer was provided the opportunity to send a screen shot of the error that was coming up on his computer when attempting to start the return process, even if the date on the...

screen shot was passed the 30 days, we are willing to validate the eligibility of the customer and start the return-refund process as he requested.

June 24th 2015 RE: 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 are sorry to hear that you were having problems with your device. On the 7th of May we offered to replace your phone with an AT&T unlocked device, you accepted this offer. A replacement phone was sent to you and delivered on the 13th of May. Unfortunately we have yet to receive the defective unit in return. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This is assuming that the defective buttons (located behind the glass and likely only defective because of improperly installed glass/screen) are also fixed free of charge as they are covered under original warranty. These buttons should function as my original HTC 10 did.
Sincerely,
[redacted]