HTC

All the information was submitted to [redacted] in order to activate the phone on their network. Customer were provided with a link to access the [redacted] website and activate the phone as a new device, also all of the device’s information were sent to the [redacted] network on a file, that was also...

sent to the customer via email. Customer is able to connect to the [redacted] network, which is the network that this device was manufactured to work in, (a CDMA working network) he states that now he want to unlock it and connect it to [redacted] network, but this is not possible since [redacted] works under GSM network and it will not be compatible with a CDMA manufactured device.

On May 30th 2015, we offered Mr. [redacted] a repair for his issue. He reported "device volume button is hard to press and it getting stuck."  Mr. [redacted] stated he has already had 7  replacements through [redacted] and they all had the same issue. We attempted to contact Mr. [redacted] on May...

31st, June 3rd and June 4th. Our last communication was on 6/6/15 and Mr. [redacted] disconnected the call. We'd still be happy to provide a replacement if a proof of purchase from [redacted] is provided.

We appreciate the document provided, however, upon checking again the details, we corrected the misunderstanding in regards to the return and we let Mr. [redacted] know about the accurate information. As we have said, the eligibility for a buyer’s remorse passed the 30 days from the time we received his contact. For that reason, we are not able to proceed with the return neither he is eligible to receive an accessory from another promotion.

At the moment we are out of stock with the HTC 10. We are working to replace Mr. Pierce's device, as soon as the tracking number is generated, he will be notified.

The financing of the payment through PayPal Credit is subject to credit approval as determined by the lender. Thus, unfortunately based on this policy, PayPal only approved 6 installments for Mr. [redacted] due to his credit history.
Therefore, we are only able to provide him with a full refund upon...

return of the products. We have sent him a 2nd day air UPS pre-paid shipping label with the tracking # [redacted], in order for him to return the phones to our Online Store warehouse. We have explained to him that once the products are delivered we will process a refund in 7-10 business days.

For the safety security issues claimed by the customer HTC offers an inspection process, so our specialists can determine what is causing the device to reach the temperatures claimed by the customer. All possible resolutions will be provided after the inspection results come back not beforehand.

We spoke with the customer, stated he did received the replacement phone, which is working properly. Informed ticket was already closed successfully.  Customer claimed his replacement phone came without a SD tray. Educated customer in which, he was notified about the phone not including a SD tray, on our terms and conditions and  he agreed to, before booking the ticket for his exchange. Customer was asked if he had any questions or if there was anything else we could have done for him, customer declined. The case for his swap procedure was completed and closed, successfully. No further action was requested from the customer.

In order to repair the device, it was necessary to replace the mother board, reason why the device had a different IMEI number. Most of the times, those IMEI numbers are already registered with the network provider, in the cases they’re not, we send them all the necessary information so they can register and activate the device, we do not have control over how long would they take, but always make sure to send the information as soon as possible so the device can be activated.

HTC is willing to assist Mr. [redacted] with a new repair ticket, we only will need to gather some information frm him in order to book a new ticket. The customer can contact us via chat, email or with a call, e will be more than glad to help him.

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]

June 2nd 2015 RE: Revdex.com ComplaintCase #: [redacted]  Dear [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. Our...

records show your device had arrived at our repair center on the 29th of May using the prepaid label that we provided to you. Your device has been repaired and is currently in transit back to you. 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:Sincerely,[redacted]

He have been able to get in contact with Ms. J[redacted] and she was explained that in order to validate the warranty of her HTC cell phone we need to review the proof of purchase, then we would be able to proceed with either a repair or an exchange.  However, the customer did not send us any...

document, for this reason, we could not provide a resolution for her.  Besides, the customer was clarified that HTC has not issued a replacement device for her, so she acknowledged that she had received the replacement phone hat she refers on her claim from Sprint.  Customer stated that she does not want to receive any communication from HTC any longer, since she looks forward to receive a resolution from her carrier, Sprint.

HTC has not been able to find the customer’s account. Please provide a ticket number in order to verify the different interactions between the customer and HTC customer support.

Complaint: [redacted]I am rejecting this response because:
Since I have filed this complaint, they have reworded and removed portions of the website that led me astray. This will prevent people in the future from running into the same problem I had. However, they are doing nothing to remediate the problem I encountered. They continually are referencing pages I never stumbled on and making up new rules that I never agreed to. I am completely disatisfied with HTC and will never purchase products from them in the future.
Sincerely,[redacted]

We are in the process of ensuring the messaging is clearer regarding our Uh Oh Protection Program credit redemption in lieu of repair. We apologize for the confusion, and we will be allowing the customer to have their phone repaired/exchanged under the Uh Oh Protection program.

Since Mr. [redacted]’s  phone is now showing a malfunction after the recent repair, we will be more than glad to assist by setting up another repair process for his device taking in account that it is covered by the 90 days post-repair warranty period.  In this case, it will be necessary...

to request a quality check in order to ensure that all the features are tested and working properly before returning the device to him.
The option of issuing a refund is not available, considering that the device was purchased more than 2 years ago. We won’t be able to issue a replacement ether, as the one year warranty expired on 03/14/2016. We have been trying to contact Mr. [redacted] in order to proceed with the resolution but it has not been possible to reach him. We look forward to speak to him directly.

Notification has been sent to HTC India and customer is receiving assistance.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find...

that this resolution is unsatisfactory to me because how long it took for my refund and all the follow-up calls I had to make with them.
I've had to contact HTC numerous times for almost a month.  If I haven't been so vigilante on following up on them, my refund would have not occurred because I kept getting different reasons from their customer service agents why my refund wasn't processed as promised such as one agent stating the package was received, but another agent stating they were waiting on the package, etc.  I will never do business with HTC again nor would I recommend my friends to do so neither.
Thank you Revdex.com for your assistance and I am satisfied by your efforts to help out consumers with shady businesses such as HTC.Sincerely, [redacted]

HTC apologizes for any inconvenience the customer might have encountered with our products and service. We contacted Mr.[redacted] and his device has already been replaced by our corporate office, we confirmed with Mr. [redacted] that the replacement device is working properly, at the moment the customer...

does not require any further assistance from our end.