HTC

HTC does apologize about the issue that is presenting with the RMA ticket and is currently investigating the case in order to properly find a resolution for the case.

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 and she confirmed she did receive the replacement phone at her business address, and the product is working properly. Furthermore, she has already sent back the defective device to our repair facility through [redacted] pre-paid shipping we provided with the Tracking reference number [redacted]. The delivery is scheduled to take place by Monday November 16th, 2015.

HTC will fulfill the customer's request in accordance with the terms and conditions of the regular repair process. HTC sent a request to the repair center in order to push this process. A turnaround time cannot be provided to the customer until we receive a notification from the facilities.

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

Complaint: [redacted]I am rejecting this response because:
The situation is worse than Josie has mentioned. I never refused to send images of one of the issues in my complaint. The following items have been identified as an issue through my initial testing of this phone that was returned to me.
• None of the motion gestures are working. Double tap to wake, swiping down twice to initiate the camera function. This is not something I can provide in a photograph.
o I have cleared the data cacheo I have reformatted the phone
 
• There is light leaking through the outside of the screen below the capacitive buttons, and behind the home button. This should not be the case. This is more than likely due to the seal behind the screen not being applied  appropriately. This can easily be seen when the screen is on in a dark room. This was not the case with my original new phone and is not normal.
o This is the issue that Josie is claiming I will not send photos of, the loaner phone that was provided to me does not have the resolution needed to take this image. I made this clear to Josie.
• The home button appears to have been replaced incorrectly, there is movement when I touch the home button. This is affecting the light presentation on the screen. Also, there is light leakage behind the home button.
• When sending my phone back, HTC received the phone with my SD Card and SIM card covers (as they did with my previous return) this time they did not send me these items back. Josie attempted to blame me for this oversight. I explained to Josie that during the previous return I sent the whole phone back, as these two components are part of the phone and are not mine. This is standard practice. Not having these items limited my ability in not even being able to use the phone feature of this device.
At this time, I do not feel that it is worth moving forward with further testing of this unit. I have spent enough time already through this process, this phone needs to be returned. I have spent a significant amount of time, and have been extremely patient with this process up to date. This is a reasonable request, my phone has been replaced twice, the second time the condition of the phone was worse than the first.
I am requesting that HTC please replace this unit with a brand new phone. Josie made it clear that she does not have the authority to make this happen. HTC is asking that I send this phone back for repair again (2nd time). I explained to Josie that it's unacceptable that I have owned this phone for about 4 1/2 months, and at this point, one month of this time will be HTC trying to repair it.
I will wait for a return shipping label from Josie via email. I can be reached at [redacted] to discuss further.Thank you,[redacted]

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

Complaint: [redacted]I am rejecting this response because: I have a...

tracking code that says my phone was supposed to arrive on the 11 coming from Tennessee by air on the 10th.  Also POC : ANDREW CALLED ME back confirming the arriving of the phone .  No phone has arrived and the tracking through UPS has not shown any shipping from HTC.  I still have not resolved this issue.  Another failed attempt.  I lost count on the failed attempts through HTC at 6.
 
 
Sincerely,[redacted]

We are experiencing some delays due to the new HTC facility location. Once process is completed and tracking number is generated customer will be informed

Complaint: [redacted]I am rejecting this response because:I have spoken with HTC, who finally agreed to replace my tablet without charge.  I was not offered the keyboard cover, but am willing to let that go if HTC handle's this matter in a timely fashion.Howver as of this moment, I have not received the return shipping label, and am beyond the two day time period I was promised it by, which is not a timely fashion.  Neither is a timely fashion the fact that I have been trying to secure this replaecment tablet for multiple months, only to have communication ceased.  I have continuously stated my willingness to work with HTC, but too often HTC has ceased communication, and I hope that this is not one of those times again.  As soon as HTC fully commits to processing this replacement, and addresses the keyboard cover, over the legality of the situation, I will end the Revdex.com claim.  Until then, I would like to continue using the Revdex.com's oversight.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]Sincerely,[redacted]

May 31st 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. On the 31st of May...

we contacted you in regards to the repair of your tablet. We are currently working with you towards having your tablet sent to the repair center again for additional diagnostics. 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:I have sent back phone twice for repair. The phone has been sent back to me in the same broke condition that it was in originally only this time the phone was also sent back without sim card tray! This company habitually handles phone repairs in the same manner as mine. If you will look at this company's history on the Revdex.com website you will see that the company has an "F" rating and every complaint is almost identical to my complaint. Spending hours on the phone with HTC, numerous emails to HTC, sending the phone back for repair with no success in getting the phone repaired etc! You can't even email the company or get an actual physical address for HTC!!! I want my money back. I haven't used the phone but two months! This is totally unacceptable and this company should not be allowed to take people's money ( I paid $700 USD for this phone! I can't afford that! This is ridiculous and should not be allowed to happen to people!Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:although some of their facts are true how do they justify their time lines how do they justify the way they treat their customers how do they justify that because of their complete and total disregard to their customers needs to have a working operable product. Please justify the fact that this was months in the making and only finally after bringing it to the attention of the Revdex.com you guys finally had dialog with me. Which with HTC and [redacted] not willing g to do anything with in a timely manner caused me to have to purchase a new phone while HTC had it initially for a month to do a repair that was caused by their faulty equipment not customer error so within that time and needing my phone for work I was forced to purchase a new phone and yes I left [redacted] for their lack of loyalty to me after I had been loyal to them for 8yrs and because of all these reasons I'm stuck with a phone that even after HTC initially correct the first problem sent me back the phone with a new IMEI number which HTC didn't report to me or [redacted] and only after spending a month on the phone with [redacted] to fig out by one of their operators I had a bad IMEI number and never mind switching networks I couldn't even use it on their Network and then contacting HTC again and getting a complete run around for two weeks without a response until I put in the complaint on the Revdex.com so please HTC as you paraphrase me please paraphrase your company and explain all of your actions or lack of?
Sincerely,
[redacted]

Complaint: [redacted]I...

am rejecting this response because:
They still failed to deliver me what I purchased. My phone came with what was advertised as next business day. Yes I got the replacement eventually but not in the agreed upon terms. Their advertising still says next business day. I did not get what I purchased and had to fight to get anything at all. HTC still failed across the board here. The product failed, the replacement procedure failed, support failed. Sincerely,[redacted]

The customer is currently in communication with the HTC Corporate Office, and will be sent a replacement device upon confirmation of mailing address.

HTC has determined the device sent to Mrs. [redacted] can be activated with Sprint network; And as it was stated before, we are working with them to resolve this situation, hence we are waiting for a response from the carrier in order to have the device active. We will notify the customer once we have more information.

Complaint: [redacted]I am rejecting this response because: I feel that a product of this nature should be fully functional for more than 39 days without being damaged by the consumer (as verified by the Sprint tech that attempted to assist me with this problem).  The proposal from HTC is unacceptable in my view!  Yes it now takes care of the cost of shipping for getting to one of their repair centers, but I would still be completely without a phone for 10 - 14 business days.  Currently the phone functions part-time (shutting down for periods ranging from 2 - 14 hours at a time due to an internal software issue evidently).  I continue to work with Sprint for a more acceptable resolution to this issue, but have been very disappointed by them as well.  The only acceptable solution for me would be an exchange for a fully functional phone at a Sprint Point of Sale.  I continue to express my belief that HTC does not stand behind their product and Sprint does not stand behind the products they sell!    Sincerely,[redacted]

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 are experiencing delays with some references due to the new HTC repair facility location. Once tracking number is available customer will be informed.

We have confirmed with our repair center that there are clear corrosion marks on the customer’s VIVE Headset’s boards and attached are pictures showing the mentioned damage.
Therefore, as we are unable to cover within our Limited Warranty any damage induced by contact with liquid, as a courtesy,...

we have offered the customer a 50% discount on the repair costs for the device.