HTC

I spoke with Mr. [redacted] yesterday regarding his complaint.  We are taking corrective actions internally to solve the miss-communication issues between the call center agents and Mr. [redacted]. To resolve the issue with his device, we are sending Mr. [redacted] a new [redacted] branded device verses an...

unlocked device and it will arrive on Monday, June 29th 2015. Pending this delivery and no issues with the device, we will consider this matter resolved.

HTC will fulfill customer’s replacement request in accordance with the regular repair terms and conditions. At this moment the repair center is working on the HTC U11 of Mr. [redacted] device. Our Repair Center is supporting requests in the order they are received. As soon as a tracking number is...

generated the customer will be contacted

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]

At this moment our repair center is working as conditions permits it, we are reviewing a replacement option once a decision is made it will be provided to the customer.

Revdex.com:
Since HTC America could not assist me in this matter, I contacted a senior officer at HTC to resolve this issue. The senior officer's office called me back and resolved this issue and also  promised an internal investigation. They stated that HTC's customer service and HTC America's legal team should have gone about this better. Though I don't accept HTC America's non existent offer, I do accept the senior officer's offer.
Thank You Revdex.com for your attempts to resolve this issue. Your efforts are greatly appreciated.

Due to the amount of liquid found on the controller HTC technicians determined the damage was not caused by perspiration.

July 23rd 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 apologize for...

the delay in our response. Due to technical problems, we were only now just able to view your complaint. Your device has since been delivered to you on the 29th of April.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

Complaint: [redacted]
I am rejecting this response because: it has no since been another week and I still haven't received email confirmation with a tracking number or have I been contacted by HTC...

about shipping.  I would glad accept the resolution if it was taking care of but they still haven't shipped the phone
Sincerely,
[redacted]

The reason of the delay on this case is related with a system situation with the new HTC facility.
Device has been shipped and according to the tracking number [redacted] it was delivered today 10/18/2016 at 13:01.
We do apologize about the delay and as the Ticket is Closed with HTC the money will be returned to the customers Credit Card as it was a Hold.

HTC has reviewed this Revdex.com complaint and we are sorry to inform that the document provided as a Proof Of Purchase Support is an Order Receipt that cannot be validated as a Proof Purchase. In addition HTC is unable to process any refund as the purchase was not made to HTC and from the document...

provided is purchased from T Mobile. ( if a valid proof or purchase cannot be provided HTC is willing to give a %50 discount and a Prepaid Label as assistance ) 
For further support we can review a Valid Proof Purchase that can be sent to [redacted]@htc.com 
Please see the valid Criteria : 
Valid POP Criteria
 
A copy of a sales receipt or shipping invoice
Device has to been purchased within the last 12 months
Date of Purchase
Amount of Purchase
Payment Method
IMEI, MEID, and/or Serial Number printed on the receipt
HTC Device name or description (i.e. HTC EVO, etc...)
Retailer or Seller information (Store Name, Location, Website, etc...) Please keep in mind purchasing from a 3rd party seller/vendor/individual from sites such as eBay, AMAZON, Craigslist or other will void the manufacturer limited warranty.
Condition of Device (new, used, refurbished (by manufacturer or seller), reconditioned (by carrier or insurance), re-manufactured, CLNR (Certified Like New Replacement), new other, for parts or not working, like new, excellent, very good, good, fair, acceptable, poor, etc...)

Complaint: [redacted]I am rejecting this response because: I don't care where I purchased the phone from, it's their product and.they're taking their sweet time contacting me. I sent a picture of the phone to them the way they sent it back,with no back.cover to the phone,and.that was 3 day's ago and I've yet to hear back from them. I am.beyond livid with these people and.still have been almost a month and.a half with no phone waiting on these people!! The least they could do.is reimburse me.for.my.pain and.suffering. I bet none of them could survive without a phone this long. I want my money back! And I'm no longer in Ny where I purchased it,Im in VA. It was a manufacturer default that caused the phone not to work,not me or [redacted]. So they need to reimburse me at this time.Sincerely,[redacted]

We are shipping the customer the replacement device today via [redacted] tracking # [redacted] The device will arrive within 24-48 hours. We apologize for the delay which was due to unforeseen technical difficulties.

The customer has been in contact with the HTC Americas Corporate Office and a resolution including a replacement device alongside a courtesy promo code have been provided.

Complaint: [redacted]I am rejecting this response because:The response does not make sense. Obviously dispute will be raised if money is taken and product not delivered. Htc should refund the money immediately.Sincerely,[redacted]

The Terms and Conditions are available on our website, stating what is covered by the standard warranty as well as the circumstances and products that are covered by the Uh Oh program. According to that, we must confirm that Mr. [redacted]'s phone is not eligible for the Uh Oh program as was not purchased directly from www.htc.com. Nevertheless, we are willing to assist the customer by making an exception for him as we highly appreciate his loyalty to the HTC brand. We will be able to cover the physical damage on Mr. [redacted]’s phone as one time courtesy. We look forward to speak to him in order to initiate a new repair process.

The replacement device was already sent to the customer under the tracking number: [redacted] and was delivered Tuesday, 08/29/2017 at 5:32 P.M.

Complaint: [redacted]I am rejecting this response because: the phone was already replaced...

by sprint less then 2 weeks ago and the phone does the same thing the previous one did.  I want a different model phone as I already stated, or my money back to buy a different brand phone.Sincerely,[redacted]

June 17th 2015 RE: Revdex.com ComplaintCase #: [redacted] Dear Mr. [redacted],  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 apologize for your recent...

experience when having yourdevice repaired. On the 12th of May we offered to replace your phone with aBlue HTC One M7, you agreed. The replacement device has since been delivered toyou on the 20th of May. We would like to apologize for any inconvenience that youhave received. If you have any other questions please contact us back at [redacted] from 8am to 1am EST 7 days a week.               Sincerely, HTC CustomerCare         HTC America  CC:         Better BusinessBureau 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. Sincerely, [redacted]

Customer will be receiving a replacement device. The FedEx tracking number [redacted] has been generated with scheduled delivery 07/10/2017 by 8:00 PM local time.