HTC

Complaint: [redacted] I am rejecting this response because: We are currently working on a resolutionI sent the following to them yesterday and they replied by saying they would work a resolution with me: Me: To clarify, this is what happened: 1) My phone's screen isn't crackedThe phone got water damage I believe and is acting sluggish and overheating2) I reached out to HTC support who told me to file a claimI went to the Uh Oh page for the Awhich told me to "Click Here" to get a replacement phone3) I clicked the button and filled out my informationI talked with chat who said they could reverse the voiding of the coupon4) Contacted you multiple times and still have yet to get a replacement unit Them: Good evening Mr***We appreciate the clarification that you just provided and we apologize about this misunderstandingBased on the information that you provided we have reviewed the chat sessions from 06/12/and 06/13/in which you were assisted regarding this matterSince you were misinformed about the eligibility of your phone for the UH OH protection plan, we are willing to make an exception in order to give you a resolutionHowever, we will need to speak to you directly in order to create an exchange ticket for youPlease reply to this email providing a contact phone number and what would be the best time for us to reach youOtherwise please call to our Technical support number, +1-866-449-8358, and provide your case ID number [redacted] Have a nice evening Sincerely, [redacted] ***

He have been able to get in contact with MsJ [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

June 24th 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 deviceDue to unforeseen circumstances there was a delay in the swap process for your device, we apologize for thisOne of our representatives contacted you on the 17th of June, you confirmed you have received the replacement phoneOur records indicate the $shipping fee that was paid has been reimbursed to you on the 13th of AprilWe would like to apologize for any inconvenience that you have receivedIf you have any other questions please contact us back at [redacted] from 8am to 1am EST 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: They still failed to deliver me what I purchasedMy phone came with what was advertised as next business dayYes I got the replacement eventually but not in the agreed upon termsTheir advertising still says next business dayI did not get what I purchased and had to fight to get anything at allHTC still failed across the board hereThe product failed, the replacement procedure failed, support failedSincerely, [redacted] ***

Revdex.com: Since HTC America could not assist me in this matter, I contacted a senior officer at HTC to resolve this issueThe senior officer's office called me back and resolved this issue and also promised an internal investigationThey stated that HTC's customer service and HTC America's legal team should have gone about this betterThough I don't accept HTC America's non existent offer, I do accept the senior officer's offer Thank You Revdex.com for your attempts to resolve this issueYour efforts are greatly appreciated

We have unfortunately not been unsuccessful while attempting to reach the customer as we would ask her to please provide us with a different secure mailing address where to ship a replacement device toAnd once we are able to obtain such address the replacement phone will be sent via next day air service

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because they are still trying to refurbished phone replacement, which was what was originally provided twice (both faulty) because it is an unacceptable replacement for a week old phone.HTC is still trying to send me a refuave consistently gotten phones that are not working as part of their refurbished contingency I spoke to Juan twice who told me both times he was going to talk to headquarters to request a new phone be providedHe asked how many phones I had and I told him that I only had the phone with the faulty battery, which was loosing 10% charge an hour without use I told him the previous blue tooth issue phone was sent back by Fedex tracking [redacted] and was received Monday 5/ Juan said another phone would be sent out, they would have someone check it, and I once again asked if it was refurbished I clearly told him I will not accept another refurbished phone I have been an HTC customer for over years, and I find it appalling that they don't treat their long time customers with the service they promise in their ads I told Juan C [redacted] the same resolution that I've heard from other people is still unacceptable, and I would continue to pursue with the Revdex.com and my credit card company Sincerely, [redacted]

We spoke with the customer, stated he did received the replacement phone, which is working properlyInformed ticket was already closed successfully Customer claimed his replacement phone came without a SD trayEducated 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 exchangeCustomer was asked if he had any questions or if there was anything else we could have done for him, customer declinedThe case for his swap procedure was completed and closed, successfullyNo further action was requested from the customer

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I was asked only if I had any quistions they offerd no resolution except the process that was already happening witch is what my complaint was about to begin with

Complaint: [redacted] I am rejecting this response because: this like everything else with this horrible company is another excuseThey didn't tell [redacted] nor myself that they changed the IMEI nber it was only after me being on the phone with [redacted] numerous times over the course of three weeks that it was figured out and once again until I put this complaint in did anyone from HTC reach out to me at all and now you are not properly addressing the issues or any of the problems you causedThe product support is horrible and HTC should be ashamed of the way they treat people there are quite a few blogs on this subject and I wish I had read one of them before I bought your productI recently had an issue with my new phone a [redacted] and not only were their tech support staff patient and helpful but when they took all avenues and decided the phone had a problem they sent me a new one in two days under warranty just the same way I was WITH HTC MAYBE HTC SHOULD TAKE A QUE FEOM [redacted] ON CUSTOMER SERVICE Sincerely, [redacted] ***

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

In regards to Ticket # [redacted] , which was created in order to perform an On-site exchange covered by the UH OH protection plan, we are glad to confirm that we have successfully accomplished our commitment with Mr [redacted] 's by sending out the replacement phoneAccording to FedEx Tracking # [redacted] the phone was delivered on 10/21/

We are shipping the customer the replacement device today via [redacted] tracking # [redacted] The device will arrive within 24-hoursWe apologize for the delay which was due to unforeseen technical difficulties

This is unture and unacceptableThis business sent me a defective device and I replaced itI now demand a refund Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

We are in the process of ensuring the messaging is more clear regarding our Uh Oh Program credit redemption in lieu of repairWe apologize for the confusion, and we will be allowing the customer to have their phone repaired under the Uh Oh Protection program Customer has already been advised about this resolution, we look forward to issue the exchange by the beginning of next week

Complaint: [redacted] I am rejecting this response because: the tablet has not been repaired yet Sincerely, [redacted]

We contacted the customer and advised the RMA options that can be provided for this Model which is a Repair and or a Swap as HTC cannot change the model of the product or provide a refund of the product

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 meSincerely, [redacted] ***

Our repair center is working restricted hours in accordance with the recovery curfew that is in effect, and to ensure the safety and well-being of our employeesWe are still working on pushing this processThe customer will be notified as soon as a tracking number is generated