HTC

July 1st, 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. Due to...

unforeseen circumstances there was a delay in the replacement process for your device, we apologize for this. Your replacement device has since been delivered to you on the 17th of June.  We would like to apologize for any inconvenience that you 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

HTC has contacted Mr. [redacted] and explained to him that his device is covered by a 90 day post-repair warranty.  Therefore, we are offering him to either repair his device or exchange it with no charges for him unless any customer induced damage is found.   We are currently waiting to...

initiate the RMA option he wishes to take.

Complaint: [redacted]I am rejecting this response because: the code is not working that they sent. I just tried to use it and it will not process the $100 credit, instead it is only processing a coupon of 20% off which is only $36.00 for the phone that I can afford. I do not feel I am asking for too much, after all, they have put me off time and again with regards to this. If they give me a credit for $100 I will be satisfied, not a coupon for a discount.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because the time still going and my money still in your wallet HTC.Sincerely,[redacted]

Case has been escalated and customer is receiving assistance. Resolution will be provided very soon.

We are in the process of ensuring the messaging is more clear regarding our Uh Oh Program credit redemption in lieu of repair. We apologize for the confusion, and we will be allowing the customer to have their phone repaired under the Uh Oh Protection program.  Customer has already been...

advised about this resolution, we look forward to issue the exchange by the beginning of next week.

Mr. [redacted] was explained that the option of exchanging the device was not available due to a temporary lack of stock.  Since the repair of the HTC device was already initiated, the process was completed and a quality check was made.   Mr. [redacted] is looking forward to receive...

his phone back shortly, as per UPS tracking [redacted]. 
In regards to the loaner phone, Mr. [redacted] was explained that such devices are basic phones that can only provide the basic features and services.  
As per Mr. [redacted] request, we will provide a coupon code that will be useful to get a discount in the purchase of any HTC device or accessory offered at our web-site at www.htc.com/us.

Complaint: [redacted]
I am rejecting this response because:The time to respond and the 30 days before I get a refund is not acceptable to me. I asked for a new unit and said that would be an alternative for the issue that I am having and I would return the old one.
Sincerely,
[redacted]

HTC is willing to explain the status of the case # [redacted]. We are currently experiencing delays at our repair facility, which is the reason why the process to replace Mr. [redacted] 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.

Complaint: [redacted]I am rejecting this response because:
This is in direct opposition with the information that the FCC has provided. Also, why would there be 2 different FCC codes if the phones were identical. This makes absolutely no sense. Also, I've been dealing with and Ivan at your company about this matter. He told me weeks and weeks ago that he was going to find out about some form of retribution for the ridiculous process I've had to follow and the insane length of time that this has taken. He has yet to provide me with any specifics, just that he is waiting to a response. Even this process of going through the Revdex.com has provided me with nothing except another avenue of communication. I'm completely baffled why I still have a damaged, nonmatching phone, why you advertise next day exchange (which was incorrect from the beginning of this), why thousands and thousands of people have the same complaints as me all over the internet and from many other countries. I'm not asking for an unreasonable thing. I simply want a direct replacement for what I was sold. The fact that this is even being argued is insane to me. HTC has admitted several times that they have made mistakes (from the beginning) in how this was handled and what I was told, yet they've provided nothing except an apology and the standard policy and procedure. My experience in how this company handles a customer service situation is nothing short of mind boggling. I see no reason why my requests have been unreasonable after what I've had to go through to still have a non matching phone, that came with a dent in the back, and now, weeks ago, has developed a constant echo on the other end of all phone calls. Again, I think my request to be issued a refund and return this phone to you is not unreasonable at all. Let's get this approved and end this 2 month ordeal I've had to go through
Sincerely,[redacted]

Good news! The warehouse has released a tracking number for the accessory order, according to the UPS tracking number [redacted] the accessories are in transit and are expected to be delivered on Wednesday, 01/17/2018 , By End of Day.

Complaint: [redacted]
I am rejecting this response because:
The phone was received however, the SD card slot door is missing. We were instructed to remove the SDcard prior to...

shipping the unit for repair. We have the original SD card but the empty secondary SD slot is opened and uncovered.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

We highly appreciate Mr. [redacted] cooperation with the troubleshooting steps we sent him. Upon checking the results, we reviewed the RMA options available to fulfill the customer’s request. We have contacted him and created the exchange ticket # [redacted] in order to replace the controller.

We contacted Mr. [redacted] in order to gather details and documents of the alleged incident, we have found no records of previous contacts for assistance or any repair process / warranty claim, prior to what occurred with the phone. According to the Serial number: [redacted] provided this model is...

the HTC Desire 626, which the specification of the battery is non-removable with this being said, we are currently reviewing further options to assist Mr. [redacted], however we must follow our policies as it is stated what falls outside the standard warranty; The defects caused by the fact that the battery has been short-circuited or by the fact that the seals of the battery enclosure or the cells are broken or show evidence of tampering or by the fact that the battery has been used in equipment other than those for which it has been specified; or  the defect was caused by the fact that the Product was used with or connected to an accessory not approved or provided by HTC or used in other than its intended use and where it can be shown by HTC that such defect is not the fault of the Product itself. Therefore, we only have available the repair process to send the device to be fixed, once again, we are reviewing other solution available if it is, we will notify Mr. [redacted].

Mr.  [redacted] reported the situation to our Corporate Offce on  03/08/2015.  The customer was offered with  a brand new phone, the same model as the one that he has;  he agreed on the resolution, and he even selected the color that he preferred .  The device is...

already on its way to the customer’s location as per UPS tracking # [redacted]

We have reviewed the account and were able to confirm that the refund for the customer had been delayed, in which we deeply apologize for any inconvenience this may have caused.  We worked on the case and after confirming all detailed information, we have successfully issued the...

refund for the amount of $410.82, today 01/29/2016. This mount should be reflected on the customer's account, depending on the customer’s bank or Credit Card Company. We attempted to contact the customer to inform on this update, but unfortunately we got no answer. A voice message was left on customer’s contact number with the above update.

Complaint: [redacted]
I am rejecting this response because:Thank you for the e-mail for the status of the phone.  The replacement phone arrived...

with issues relating to the touch screen becoming intermittently inoperable.  The phone is currently on the encryption lock screen with the touch screen not working.  It can not turn of or reset due to the screen.  I can attach photos of the current state of the inoperable touch screen in you need them. Please update me with the status of what HTC plans to do to resolve the current situation. I wouldn't have used the "reject the response" but it is the only way for me to reply to the e-mail without saying I accept resolution of the case.
Sincerely,
[redacted]

Dr's [redacted]s phone has been received and diagnosed in our Repair Center. Currently, we are backordered of the parts to repair this device. Parts have been requested and the customer will be notified once we have an outbound tracking number for his phone.

Complaint: [redacted]I am rejecting this response because:  The reasons are the same as previously stated.  They provided terrible service, did not address the problem and it was two months with a broken phone before they ever offered to replace it.  That is unacceptable.  It is not possible to function for two months without a cell phone.  There is nothing else to say except that they did not provide a working product, did not provide a solution and have been impossible to work with over the course of this difficulty.
Their company customer service continues to be impossible to work with.  They call me, but don't leave messages.  When they do leave a message, they claim that they cannot reach me but leave no number to call back.  They call during work hours and refuse to understand that I cannot take personal calls at work.  On August 12, I received a message that they were closing my complaint because they couldn't reach me.  I had spoken with the corporate office and sent an email with a confirmed receipt to them on August 8.
Since I have already replaced the phone, there is no option left but for them to refund the money.  I have no use for any phone from HTC.  They are in the wrong here by providing a defective product and then not addressing the problem.  Their customer service is poor and impenetrable, making it impossible for the customer to find any resolution in a timely manner.  I reject completely any offer of a replacement phone.
Sincerely,[redacted]