HTC

Complaint: [redacted]
I am rejecting this response because:
I ran the diagnostics utility on both controllers and they both passed  and I sent in the results yesterday but haven't heard back.  Both passed, however the one controller still floats away so it is obvious your diagnostic tool is not thorough enough to detect my issue and therefore you should send me a replacement controller.  You should be eager to get my faulty controller back to further diagnose this and get to the root cause as other customers could have the same issue! 
Sincerely,
[redacted]

In regards to this particular ID # [redacted], we had difficulties trying to get in contact with the customer because the contact phone number provided for the complaint was not valid.
 
Nevertheless we made a research in our system and we were able to find the records of Mr.[redacted],...

who is the owner of the email address[redacted]wesleyan.edu included in the same complaint.  Finally, we were able to contact him and he explained that he was the one who filed the complaint with the Revdex.com in regards to a Vive kit that he purchased recently, as per Order Number: [redacted].  He also stated that [redacted] is a friend of him.
 
Thus, upon his approval we were able to book the Repair ticket # [redacted] for his defective controller. In addition, he was provided with theUPS PrePaid Label # [redacted], so that he can send the device to the repair facility.

There is a general situation related to some references inventory, HTC is working really hard to provide a resolution as soon as possible . Once the repair process is completed and tracking number is generated customer will be informed.

The warranty for the HTC U11 does not cover any physical damage or customer induced damage. However, as a courtesy the customer was provided with a 50% discount on the repair process, a prepaid label to ship her device at no cost and the repair ticket: [redacted] was booked.

The customer's phone has been repaired and the tracking number will be generated in the next 48 business hours. Once we have the tracking number, the customer will be notified.

June 24th 2015 RE: Revdex.com ComplaintCase #: [redacted] Dear Ms. [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 repair process for your device, we apologize for this. A replacement has since been sent to you and delivered on the 6th 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

Complaint: [redacted]
I am rejecting this response because it is the same inadequate resolution message sent as the last two, see previous rejections.HTC Revdex.com escalation has provided no further rectification than their front line customer support staff.   I will pursue legal actions.
Sincerely,
[redacted]

July 14, 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.It is our understanding you were unhappy with the...

repair of your device.We would like to extend our sincere apologies for your experience. Our recordsindicate you have received your device back on the 6th of July,2015. If you need to reach us in the future, please do not hesitate to contact us at[redacted] from 8am to 1am EST 7 days a week.        Sincerely,HTC Customer Care         HTC AmericaCC:         BetterBusiness Bureau of Alaska, Oregon and Western Washington

The process has been completed and the FedEx tracking number [redacted] has been generated. Scheduled delivery 07/07/2017 by 8:00 PM local time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ok to me. They did send me the keyboard but still failed to explain the customer service issues that I faced with.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: HTC does not want to return my purchase price for the phone. I have sent the phone in twice to be repaired only to have the phone returned to me in the same broke condition that it was in originally. I have done everything they have asked of me up to this point. I have been trying to get my phone repaired since the end of July. 
If you will refer to the Revdex.com rating on HTC you will see that this is not an isolated incident. Htc has made it their common business practice of jerking unsuspecting customers around in the same manner as they have me.
[redacted]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 me.
Sincerely,
[redacted]

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

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.
I hade to locate the USA corporate office for HTC first going to a recently closed location in Bellevue and finally finding the current location in Seattle. The nice staff at the HTC corporate headquarters exchanged my defective HTC Bolt phone for a new HTC Bolt phone that is working so far. The receptionist was a good worker and another nice lady gave me the replacement phone.
Sincerely,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:I was not informed of this "general situation" as I am sure no other customer was either. This "general situation" has been going on for over a month and I only found out about it because I took the initiative to find out the progress of my replacement. I checked HTC's online repair tracker yesterday and it still shows my replacement has only been initiated since the 11th of July. That means since the 12th of July, or the 19th of July when my phone went out for delivery, this "general situation" has been an issue. I have not received any notice of this "general situation" to this 24th day in August since then which is unacceptable. If your company knew this "general situation" would not be handled in a timely fashion and would affect hundreds of your customers, then a "general email" should have been sent out informing us of this issue. I am trying to continue to be a loyal customer to your brand, but if you cannot simply send a "general" email informing me of a major delay in my order then maybe I should reconsider. As I mentioned to Juan, who decided to handle my Revdex.com complaint from your company, I am requesting either a brand new HTC U11 or my money back for my HTC 10 so I can take my business elsewhere. I will be waiting for a hopefully better response. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  What should have taken 7-10 business days is taking 3 weeks or more . You are a repair place you should have the parts or replace my phone in that time frame.

Complaint: [redacted]
I am rejecting this response because: It does not address the complaint... All I've...

ever wanted is a ticket number/RMA to begin the process of getting  my screen replaced?? This gross incompetence even in this forum is obvious...How doesn't this equate to bait & switch repair promises ?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Once again, HTC goes to the same exact claim that the battery is not removable. We have gone over this time and time again. Maybe the battery is not removable. But, HTC is responsible as there was absolutely no warning on any of the packaging stating this fact. I will be appalled if I again get the response that it showed on the unit, on the box, or in the literature. I have shown time and time again that this is  not true as I still have the original packaging. HTC may claim it not to be a manufacturer defect as the battery is not removable. But, it is their responsibility to warn the consumer of such facts and that it could explode causing injury or death. That was not the case and expect the company to own up to its faults. Please do not allow another shallow attempt of an excuse that states the same facts. It is ridiculous and insulting.
Sincerely,
[redacted]

We have contacted the customer and offered to have a replacement phone sent through a swap-advance exchange. Advised we would do so without the CC hold. Troubleshooting steps were confirmed with customer as well as shipping procedure. Advised we would continue to follow up on the case until...

customer receives her replacement working device and defective phone returned. Customer has agreed to procedure, no further questions or assistance required for now.