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. 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.

HTC apologizes for any inconvenience the customer might have encountered with our products and service. We contacted Mr. [redacted], and explained him we would need to do some diagnostics to avoid an incorrect RMA process, besides this, we are currently reviewing the RMA options available to satisfy...

customer needs. We look forward to find the results of the diagnose and provide to Mr. [redacted] with a proper resolution.

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 have contacted the customer on 12/30/2015 and we informed him that we are working towards providing him with his requested resolution. He understood and would like to be informed of such resolution soon via email.

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.

so I had complaint #[redacted] here at the Revdex.com, HTC closed it saying they didnt hear from me but I was traveling when they called and then called and talked to someone 2 days before they closed the case. it is still unresolved, they said they were going to call back, but havent. Agent name is Josie at 1-866-449-8358 and their internal case is [redacted]. they will not give a refund since I did not purchase direct from them, she is supposed to call with when they will ship a NEW phone not a warranty replacement from their refurb pile. I have made it clear that getting 1 phone repaired wrong and getting 3 bad refurbished phones from them is not a good sign of quality control on their end and that a new phone should be issued again.I have been dealing with them for the past 8 months and I have not received a successful resolution.
Replacement: new phone

We have been unable to reach Mr. [redacted] at the phone number on file. Today we have sent an email to Mr. [redacted], we will await his response so that we can assist accordingly.

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]

Revdex.com:I have accepted HTC response to this complaint, but I am very angry and disappointed that it took several phone calls, emails, a month without my phone and finally a letter to the Revdex.com to finally get done what should have been taken care of with a 10 minute call to customer service the first time. I am very upset that no manager in customer service stepped in to resolve this issue before it dragged on this long. Its been resolved but I definitely lost a lot during this ordeal which leaves a bad taste in my mouth.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: It's been on the "supposed" PRIORITY LISTING since...

August.  I've asked for constant status, resolution, or replacement...all to no avail.  The ONLY response I get is that it's on the "PRIORITY". 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: all this was set in motion prier to them contacting me I was told id be inf9rmed when my phone atrives at my house I have tracking number for that o was told id be infotmed when my daughters phone get to them witch again il have tracking info and have pics of phone prier for my records on its condition they are offering nothing theres really nothing to except in call I got from themSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:HTC did nothing to show they actually care about customers. When they have a policy that says a replacement will be sent within 2 days, and they cannot uphold that policy, they have a responsibility to offer the customer some options either by sending a NEW device to them or offer other compensation. The only response I got was that they have a delay and they have no idea when phones will be shipped out (it could be weeks, it could be months,...). The fact that it even took a compliant to the Revdex.com to even get someone to respond to me is ridiculous. None of their support agents offer any assistance, they never call you back within the "24 to 48" hours as they always promise.
As someone who has been a loyal HTC customer for a number of year, I can safely say that after this experience, I can't recommend anyone purchasing products from this company. There are far better companies that actually try to keep customers happy by going above and beyond in situations like this, especially when the customer has paid over $600 for a phone. Sadly, HTC is not one of those better companies.Sincerely,[redacted]

I've been calling HTC weekly, sometimes every other week to get an update. Except for one time, I've never received an update other than...

"please be patient." In a mysterious twist, last week I was promised by a representative in the RMA department that it would ship on July 24th. I recorded that phone call.  I've offered other solutions to HTC like: send me a new HTC 10, refurbished HTC 11, or new HTC 11. I've also asked for my money back. At this point, I simply want to return the phone and have my money refunded.  Please refund my money! Please! I cannot afford to buy a new phone and my current one doesn't work.  [redacted] 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:I received my phone today. I am thankful that HTC handled this appropriately despite the live chat employees that were not very accommodating. I am sorry for all of this and thank each HTC employee for their work. Thank you for handling this, HTC. I will accept this response since I received my phone today with expedited shipping.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]

Currier delivered customer’s HTC device in an incorrect address, however as a resolution customer will be receiving a replacement device. As soon as tracking number is available Mrs. [redacted] will be informed

The refund has already been processed from our end, at this moment  Pay-Pal is experiencing some delays with their refund process, the case have been escalated amongst the two companies and the refund should reflect back on Mr. [redacted]’s account shortly.

Complaint: [redacted]I am rejecting this response because: light leakage on the unit was not repaired, bright backlight spots around the screen in the exactly same places where it was before, same unit, same serial number. No documentation in the box about what if any repairs were done. Feels like they just shipped it back to me. This is the second attempt at repairing this exact problem. First time it was returned to me in the same exact condition, they told me that they repair the microphone on it, no idea why they repaired the mic which was not broken and did not repair the actual problem with severe light bleed. I cannot accept this resolution as nothing has been done... Sincerely,[redacted]

June 17th 2015 RE: Revdex.com ComplaintCase #: [redacted] Dear Ms. [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. Due to your device being a non...

US carrier device, there wasa delay as we did not have the parts needed to perform the repair at this time.To avoid further delay we offered to replace your device with an unlocked UScarrier branded device, which you declined. You requested that your device bereturned to you unrepaired. Our records show your device was delivered back toyou on the 14th of April. 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:         BetterBusiness Bureau of Alaska, Oregon and Western Washington

The document sent by Ms. [redacted] was received and reviewed by our RMA department since 10/27/2016; however, the proof of purchase provided was deemed as “not valid” because it does not  meet all the requirements that are expected to be in a receipt or invoice. In fact, the document sent by the customer, related to the T-Mobile Order number [redacted], from 03/14/2016, has been attached to this response.  Please note that the following details are missing in that document:
Payment Method
IMEI, MEID, and/or Serial Number printed on the receipt
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...).
IMEI, MEID, and/or Serial Number printed on the receiptWe must reiterate that once we receive a valid proof or purchase we will be able to review the options that we can offer regarding the HTC one M9