HTC

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]

During a conversation via telephone on the 8th of August, we were advised by the customer that she was going to her carrier to have the device replaced. We contacted this customer back on the 10th of August and at this time the customer confirmed she had her phone replaced with her carrier. We offered her a coupon for $25, for the inconvenience, that she could use to purchase an accessory for her new phone on our website. She accepted this offer. We now consider this matter resolved.

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]

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.

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 company could have been more helpful. Doing an exchange would not be something that requires a refund
Sincerely,
[redacted]

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

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.

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.

The customer was contacted today January 13th, 2016 and has been informed that as a one-time exception we have located through hard work his original HTC Nexus 9 tablet with the Serial Number [redacted] and we are willing to send it out to him in perfect working conditions as a replacement to the tablet he currently has in his possession.
Therefore, the customer has agreed to proceed with a RMA On-site exchange process, with the ticket reference number [redacted] in which he is first requested to send the tablet he currently has to our repair facility before we ship out the device he had requested to have returned. In addition, we have provided a pre-paid shipping label through UPS with the tracking reference number [redacted] so he can proceed to ship the tablet to us.

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.
After 7 weeks and 2 days I have received my phone.
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. Took them long enough.  Serious internal communication problems.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I'm still currently dealing with htc and my problem has not been resolved. they are now accusing me of sending them a converter box instead of the defective phone. I sent them the phone not a converter box. now they are trying to tell me they can't help me because I never sent them the phone, but I have no use for a stolen phone that doesn't even work. They refuse to solve this problem.Sincerely,[redacted]

We have contacted the customer, we offered to exchange the device as one time exception and he agreed. We proceed with an Onsite Exchange, the ticket is [redacted]. This process will take 3-5 business days.

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.

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]

Mr. [redacted] claims that after the recent repair his HTC device has a number of faulty features.   We have requested pictures in order to validate his claim but he refused.  Therefore, we have offered a 2nd repair for the device, since the request of a new device cannot be fulfilled.  We look forward to contact the customer tomorrow in order to create a ticket including a Pre-paid label for him to send the device to our repair facility.

We have provided via email the answers to the questions the customer had submitted regarding technical specifications about HTC products.