HTC

Complaint: [redacted]I am rejecting this response because: they did not correct or fix anything I am now without a phone that works. I lost a lot of money dealing with this company. They have not resolved this issue in any way shape or form.Sincerely,[redacted]

We have analyzed the customer case and verified the device was purchased from an unauthorized retailer and the manufactured date is 03/29/2015. Uh Oh protection program is valid for one year.
Quotation has been removed as one time courtesy so the phone can be repaired for free.

We have advised the customer that we are currently out of stock on the accessories and that we are working as fast as we can with the inventory to have it shipped out.
We also told the customer that we will send out a coupon as a compensation in case the stock does not get better so that she can...

purchase the item from our website.

Complaint: [redacted]
I am rejecting this response because: The company could have been more helpful. Doing an exchange would not be something that requires a refund
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. Just hope the new device is the solution and I have no more problems.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:HTC continues to ignore the fact that the reason I just missed the refund window was because their technical support gave me the run-around for weeks with numerous useless things to try to get the wi-fi calling function to work in a device that was not compatible, and have me call my carrier, T-mobile, numerous times accusing them of "blocking" that function. This of course was not true. The reason I bought a phone that was not compatible was based on advice from HTC which assured me that it was. Giving me an exchange to another refurbished phone with varying degrees of battery degradation and possibly other malfunctions may be fine for someone sending in a  broken phone, but I purchased a brand new phone and wish to exchange for a brand new phone of equal or better model or a full refund. Sincerely,[redacted]

We contacted Ms. [redacted] and explained to her how our warranty works; the Terms & Conditions are available on our website, stating what is covered by the standard limited warranty as well as the circumstances and products that are covered and eligible by the Uh Oh program (Free screen...

replacement). According to that, we must confirm that Ms. [redacted]’s tablet (Nexus 9) is not eligible for the Uh Oh program as this product has never been on the list of  devices that were launched with this coverage as this is only for the PHONES HTC One M8, M9, A9, HTC Bolt, 10 and Ultra purchased through www.htc.com. Nevertheless, we are willing to assist the customer by making an exception for her, we are disposed to repair the device and offer a 50% off the overall repair cost and provide her with a prepaid label to cover shipping inbound to our repair center.

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.

We are still currently out of stock for the specific accessory that is needed. The coupon code that we can use in order for the customer to purchase the needed item is 
[redacted] which is for a total of $50.
 
We apologize for the delay and we hope that this is sufficient.

Complaint: [redacted]I am rejecting this response because: The business needs to give me a call at [redacted]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]

By HTC policies the customer has to send the device first to inspection, then the options would be provided based on the results.

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]

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.

We conducted a research on Mr. [redacted]’s account and we found that the original ticket # [redacted] from 09/27/2016 could not be processed under the UH OH protection plan because a coupon code had already been issued to provide a $100 credit in the purchase of a next HTC device.  Mr....

[redacted], is entitled to take advantage of that coupon code.
   
Regarding the repair Ticket # [redacted], we confirmed that the customer’s HTC device was received at our Repair Center on 10/13/2016;’ the diagnostic was completed in a timely manner and Mr. [redacted] was notified about the quotation the next day.  The payment was made on 10/19/2016 then the repair and testing process were completed.  The reason for the delay in completing the repair is that the company has experienced delays awaiting for the parts that had to be replaced.
 
Finally, the device was shipped since 10/29 tracking # [redacted], we have confirmed that the customer received the device on 11/01/2016.

HTC highly comprehend the stock available did not meet Mrs. [redacted] desire and the time expected to receive a new code.  But keeping our commitment to provide him with a new one, we have sent him the $100 coupon code by email. The codes is: [redacted]

Complaint: [redacted]I am rejecting this response because:
 
You should repair the device on these merits:
1. You officially claimed via the Revdex.com that from August 2nd-31, you would not allow the $100 coupon code, due to the programming of your website.  Your TOS does not mention website programming will effect the $100, and for entire months at a time.  With no disclaimer, knowing that the $100 would not work, you allowed me to redeem it.
2. When the coupon code did not work, I purchased a new HTC 10 for the full price. I have never used the $100 coupon code, as I could not be without a device for the entire month of August.  I will not use the coupon code, as I have already purchased my newHTC device.  Again, this is due to your website programming, as you claimed in the Revdex.com.
3. I mentioned this entire situation to HTC when I filed for the UH OH replacement warranty, and HTC stated my device was still eligible for a UH OH protection device swap (on two separate occasions). I have saved these conversations.  On a third occasion, I have received the  final confirmation email from HTC stating my device will be serviced for repair/replacement via warranty.  You have already processed and confirmed my device for repair.
 
At this point, due to all the official confirmations, HTC refusing to service my device is akin to a denial of warranty.  I ask you please honor the 1 free UH OH repair for my HTC One M9 as promised, and as advertised when the phone was purchased.

Complaint: [redacted]
I am rejecting this response because: They had my phone for 38 days before the hurricane. I understand them closing now, however that doesn't explain before.
Sincerely,
[redacted]

We apologize for the delay on verifying the Proof of Purchase the customer provided related to her HTC One M9 phone.
We were able to speak with her today 07/11/2016 and to do a conference call with her wireless carrier. Thus, we were able to confirm that she purchased the product as a brand new...

unit from T-Mobile on 11/13/2015, so she is eligible to take advantage of the free one-time replacement under HTC’s Uh Oh Protection program.
Therefore, an On-Site Exchange swap process was set up for her under the ticket reference # [redacted] and a UPS pre-paid shipping label is going to be provided in order for her to mail the device to our repair center.

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]