HTC

The customer was contacted by the department in charge of the repair of his HTC 10, in order to notify him about the quotation for the repair, as the customer rejected the discount then we will proceed to return the phone to the customer unrepaired. The customer will be notified once the tracking...

number is available.

The HTC customer is the son of the consumer who created this complaint, [redacted]. A repair ticket was created the same day this complaint was submitted. The HTC repair ticket number is: [redacted] has been in communication with HTC and has already received a working replacement device...

via UPS tracking number [redacted]  The replacement was delivered on 2/11/16.

HTC apologizes for any inconvenience the customer might have encountered with our products and service. We are currently reviewing the RMA options available to satisfy customer needs. In regards a refund, we have not been able to confirm with customer where the device was purchased in order to check...

a possible refund.

June 17th 2015 RE: Revdex.com ComplaintCase #: [redacted] Dear [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 unforeseen...

circumstances there was a delay in theswap process for your device, we apologize for this. Your replacement has sincebeen sent to you and delivered on the 18th 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

In order to verify the case the following information is needed:
Order number:
Device IMEI number:
Device serial number:

July 20th 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.Our records show that we were able to provide you with a replacement device that is configured to [redacted] network. The replacement device was delivered to you on the 11th of May. 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

Mr. [redacted] has received a refund for the amount of $740.94 since 06/14/2016 as per Return Reference # [redacted] and Transaction ID # [redacted].
 
We were able to contact the customer on  06/15/2016 and he confirmed that he had received a confirmation from Pay-Pal, he stated...

that he did not have any other concern.

We were able to review previous Revdex.com Complaint ID: [redacted] filed by Mr. [redacted] and we confirmed that the access to the UH OH benefit (for free creen replacement or to cover the event of a liquid damage) was voided because the $100 coupon code that would be useful to obtain a credit in the...

purchase of a new HTC 10, was issued on 08/25/2016.
The reason for the previous claim was the fact that the coupon code could not be used because another promotion had been released on our HTC web-site.  This offer did not require a coupon code and it could not be combined with any other promotion as per Terms and Conditions: “credit may not be combined with other offers & discounts”
Thus, we reviewed the options that we can offer  to Mr. [redacted] regarding his HTC One M9  identified with IMEI [redacted] and regarding the possibility of obtaining a discount in the purchase of a HTC10:
*The device HTC One M9 can be repaired, taking in account that there will be a quotation for replacing the screen, and repairing (physical damage). Mr. [redacted] was offered with a 50% discount, as a courtesy.
*Currently there is a promotion on the HTC web-site that is even better than the UH OH code.  HTC is providing $150 off in the purchase of the model HTC10 in bold colors.  Please refer to the following link:  http://www.htc.com/us/go/buy-htc-10/.

Due to the severe weather conditions, the repair center was closed last week they are having a very hard time completing every process on time.They are now working restricted hours in accordance with the recovery curfew that is in effect, and to ensure the safety and well-being of our employees.

The customer has redeemed the US$ 100.00 coupon for the Uh OH protection program and accepted the terms and conditions of the referred program. When the customer redeemed this code he is no longer
eligible for the Uh Oh protection as mention in our website terms and condition section.
HTC is...

able to offer 50% discount on the repair process and a prepaid label.

A prepaid label has been sent to the customer and as his device is 'In warranty' he won't received a quotation for the repair if it is a manufacturer's misbehaving.

Regarding the Pre-paid label we have explained Mrs. [redacted] that we will not be able to send it by snail mail.
 
Since we already sent a new Pre-paid label  to the customer’s e-mail, we have suggested  to request assistance from the nearest UPS courier’s office to print it out and then ship the device from the same office.
 
We certainly understand that this is going to take an additional effort from Mrs. [redacted], but our Company is assuming the the cost of sending a the label ($12.64) in order to assist the customer the best way we can.
 
We must remark that we will not be able to send another replacement unless the one that Mrs. [redacted] currently has is returned to our repair facility.

Repair process has been completed and the device has already been sent to the customer.
The schedule delivery is 10/13/2016 by end of day.
We apologize for all the inconveniences and as compensation customer has been issued with the following $100 Coupon code:
[redacted]

Complaint: [redacted]I understand that my phone is not covered under the warranty, and am willing to drop that part of my request. But I did pay HTC to perform a service that they failed to do, and therefore still request my $75 repair fee be refunded. I gave HTC two three-week-long attempts to properly fix the phone but they failed to do so. I have no faith that HTC has the ability to fix the phone and refuse to give it away again.
I will only allow HTC to attempt a repair again if they provide me with a temporary phone for use while mine is in repair.
To summarize, I am asking for one of the following resolution outcomes:
  1) HTC refunds my repair fee of $75      or  2) HTC loans me a temporary phone while they repair my One e8
Sincerely,[redacted]

HTC apologizes for the delay in providing the customer with a replacement device through the Uh Oh Protection program.
We have shipped a replacement HTC One M9 phone to the customer’s address via UPS with the tracking # [redacted].

Complaint: [redacted]
I am rejecting this response because: What about the money I spent for a replacement device while I waited 42 days for my replacement? ($120) or the cell phone bill I paid for while not having a device to use? I am out approximately $200 for that. I spent more than 20 hours on the phone trying to figure out what was happening. Do I not get compensated for my time or loss of money? It took me contacting the Revdex.com to get a replacement device. 
Sincerely,
[redacted]

On August 25th, at 3:48pm, HTC spoke with Mr. [redacted] and at that time, he agreed to go forward with a repair and agreed to the terms and disclosures. We created repair ticket # [redacted]. Once the repair process is completed we'll consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: Repair at my cost is not the equivalent of a warranty. 
How does a consumer identify an authorized HTC seller from one who is not? 
Why doesn't HTC petition Amazon about the unauthorized HTC agents under its umbrella as a courtesy to unwary consumers?
Sincerely,[redacted]

July 23rd2015 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. Our records indicate a replacement RE camera was delivered to you on the 30th 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] 8am to 1am EST 7 days a week.               Sincerely, HTC Customer Care         HTC America CC: Revdex.com of Alaska, Oregon and Western Washington

We have reviewed Mr. [redacted]’s request and we are willing to resolve his inquiries. Upon checking his account, we found that he has been explained about the warranty option that we have for the HTC Bolt, we do not have available the replacement option for this device, and hence we are not able to...

provide him with one. However, we found in his account that Mr. [redacted] has agreed to send us his device in order to be repaired with RMA ticket # [redacted]. As a courtesy, we would like to provide him a shipping label in order to cover the inbound to our repair facility. We look forward to speak to him in order to provide the label.