HTC

Complaint: [redacted]
I am rejecting this response because:They keep saying it's being worked on, it's being escalated. That's not a resolution. It took how long...

just to reply to this complaint? A week? The last time I called, on Monday of this week (July 3),I was told by the representative that it may be a few weeks longer. When setting this up I was told 5-10 business days.  Not resolving the issue is NOT  a resolution. I paid good money for that phone and now I have been without it for over a month.  If they are unable to repair my phone, send me a replacement, or a new one of equal value, I ask for my money to be refunded. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
This is not the resolution I requested.
HTC has already exchanged TWICE the unit with USED ones that had issues. I need a replacement with a NEW PHONE.
As for the response aboutcharges for repair. I have photos to prove phone returned to HTC without any physical damge.
As I explained in my original complaint, HTC sent for the second time a defective used unit. Those units were returned to HTC because they had issues. HTC should not resend them out to customers.
I also wonder how many times does HTC expects a customer to keep on wasting his time, energy and heartache?
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not yet have my replacement device or the money it's valued at. I appreciate you, HTC, responding... But I will not accept your response via the Revdex.com until I am satisfied with either the device or my money returned.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Based on my only experience with HTC product, how can they expect me to purchase other HTC products? My request remains the same, please provide me a comparable battery as the original one.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Here is the screenshot. the Code will not work with or without the # sign.  The code did not work for the $599 price, $699 price with JBL headphones, nor the $699 regular price (shown in screenshot), no bundle.
To reiterate, I have a M9 with a cracked screen, and planned to buy the HTC 10.  You let me redeem the uh oh $100 warranty code to apply towards my purchase, but you denied me use of the code at the point of sale on your website.  This is against your TOS as I should have been able to apply the code at the point of sale on your website, as per the cart.  You very much made it appear that this credit would work. Your website states: 
"If you don't use UH OH Protection for broken screens, water damage*, carrier switch**, you get $100 towards the purchase of your next HTC One. If you're ready to get your code, click here."
Yet when I tried to submit my new purchase, I was not able to get the $100 towards my purchase.  This is why I am requesting a further $100 off of my order, or allow the $100 credit to be used toward accessories.  You have harmed me, by making it appear that I was eligible for the process, removing my uh oh warranty on the M9, and then denied me at the point of sale.  Now I cannot service my M9 for the damage, and I am out $100+, until HTC fixes this mistake.
Awaiting your reply,
 
[redacted]
Sincerely,[redacted]

After further review, we offered the customer an IW replacement. We have processed an On-site exchange and are currently waiting for the device to reach our repair center.

HTC America is not able to provide resolution in this case since the events took place in India, however customer has received assistance from HTC India and all the available resolutions have been provided according to HTC India policies, terms and conditions.

We are unable to process a refund since the buyer’s remorse period has been exceeded and the customer applied for the Uh Oh protection program, however another replacement process can be followed and customer would receive a prepaid label.

We were able to correspond with the customer on the 28th of October. During our correspondence the customer has advised us that he no longer had the HTC phone in his possession. Without the device in question, we are unable to explore repair options. We did however offer the customer a 20% off coupon code towards the purchase of a new HTC device from our website. The customer declined this offer.

Complaint: [redacted]I am rejecting this response because: HTC had prepared my phone for shipping on Sept. 26. It is over 1 month...

later and they have yet to tell me or the Revdex.com what has occurred. An apology is insufficient when they have yet to admit they lost my phone or replace it with a new one. I suggest you consider a Samsung (A+ Revdex.com rating) rather than HTC's C- rating. HTC's low rating is appropriate and well-deserved.

We have reviewed the Proof of Purchase provided by Mr. [redacted] and we have confirmed the product was purchased through a third party seller on Amazon called “[redacted]”. Thus, unfortunately in this case we are unable to provide warranty coverage for a product not sold by an authorized...

retailer. The customer has been educated about this.

Complaint: [redacted]I am rejecting this response because: We are currently working on a resolution. I 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 cracked. The phone got water damage I believe and is acting sluggish and overheating. 2) I reached out to HTC support who told me to file a claim. I went to the Uh Oh page for the A9 which told me to "Click Here" to get a replacement phone. 3) I clicked the button and filled out my information. I talked with chat who said they could reverse the voiding of the coupon. 4) Contacted you multiple times and still have yet to get a replacement unit.
Them: Good evening Mr. [redacted]. We appreciate the clarification that you just provided and we apologize about this misunderstanding. Based on the information that you provided we have reviewed the chat sessions from 06/12/2016 and 06/13/2016 in which you were assisted regarding this matter. Since 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 resolution. However, we will need to speak to you directly in order to create an exchange ticket for you. Please reply to this email providing a contact phone number and what would be the best time for us to reach you. Otherwise please call to our Technical support number, +1-866-449-8358, and provide your case ID number [redacted]. Have a nice evening.
Sincerely,[redacted]

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 phone. According to FedEx Tracking # [redacted] the phone was delivered on 10/21/2016.

Due to the severe weather conditions brought on by Hurricane Harvey to the Houston area where our repair center is located, forced us to close it indefinitely since we need to ensure the safety of everyone in our repair center and their families, we will provide any updates when the situation...

unfolds.We would like to thank you beforehand for your understanding during these challenging times.

Complaint: [redacted]I am rejecting this response because:They stated that my phone would be replaced with a working one.. Never told it would be a refurbished phone.. At this point I gave up on HTC, got a phone call from them at 11am, they were offering me a coupon for there web site, stated that they would be contacting me later on the day.. Still have not gotten a phone call about coupon.. But I did get another phone call about me contacting them about the issue I have been having with there customer service..It appears that no one in HTC knows what the other person is doing, I have to keep hearing We apologize for the situation, but not once has someone said, Sir we (HTC) made a mistake, we will be sending you the phone at no cost to you,,, or we will be giving you credit so you can get a Brand New one.. I just keep getting someone will get back at you, and at the mean time I end up waiting for days to hear from them.. Sure they are sending me a phone, it probably be a refurbished one, and it will probably work for a couple of months, I will have to start the process again with them.. SO will they be sending me a new phone,, NO I am paying (or putting a hold on my credit card) for them to send me a rebuilt phone, when I payed for a new phone, I did not buy a rebuilt one, YES I do know that HTC is providing me a service, but I think and hope that HTC sends and sales working phone.. I would like to see HTC offer me a NEW phone, but I am sure they will say No,, thank you very much.. Sincerely,[redacted]

HTC apologizes for any inconvenience the customer might have encountered with our products and service. We are taking measures to ensure our representatives provide the best possible customer service experience to all our customers and these situations are not repeated anymore. We are also reviewing...

the preparations of devices that are sent as warranty replacement to guarantee the process is done as effortlessly as possible for all our customers.
We have spoken with the Mr. [redacted] and assured him that should he require any further assistance we will be more than glad to assist him.

June 24th 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. Due to...

unforeseen circumstances there was a delay in the swap process for your device, we apologize for this. One of our representatives contacted you on the 17th of June, you confirmed you have received the replacement phone. Our records indicate the $19 shipping fee that was paid has been reimbursed to you on the 13th 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] 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: My credit report is over 800. I would have been given the 12 months if it was offered. Also No where on HTC's website did it say it was up to the lender. HTC tricked everyone into buying the phone.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I still have not received a reason as to why...

the term for advance replacement has gone from 1 business day (as advertised) to 2 weeks and counting. The business has put a $599 hold on my credit card, which is meant as a guarantee that I will ship my damaged phone back one I've received my replacement, with the understanding that the replacement would be shipped out 1 business day after the hold is placed. When I asked if the hold could be released until they sorted things out, they told me no, that they would cancel my order. I don't think that I should have to float the company $599 indefinitely, until they get around to sending me the replacement. If they cannot honor their advertised guarantee in a reasonable amount of time then I think I am entitled to a full refund of the phone ($699 plus tax) and I will gladly return it.
Sincerely,[redacted]

According to the UPS tracking number [redacted] the device was delivered today 08/03/2017 13:48 Local Time.