HTC

HTC is working really hard to provide a resolution As soon as the swap process is completed and tracking number is generated customer will be informed

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 SeattleThe nice staff at the HTC corporate headquarters exchanged my defective HTC Bolt phone for a new HTC Bolt phone that is working so farThe receptionist was a good worker and another nice lady gave me the replacement phone Sincerely, [redacted] ***

We are currently working towards a resolution for Mr [redacted] We have been unsuccessful in our attempts to get in contact with him but will continue to reach out

Complaint: [redacted] I am rejecting this response because: My credit report is over I would have been given the months if it was offeredAlso No where on HTC's website did it say it was up to the lenderHTC tricked everyone into buying the phone.Sincerely, [redacted] ***

so I had complaint # [redacted] here at the Revdex.com, HTC closed it saying they didnt hear from me but I was traveling when they called and then called and talked to someone days before they closed the caseit is still unresolved, they said they were going to call back, but haventAgent name is Josie at 1-866-449-and their internal case is [redacted] they will not give a refund since I did not purchase direct from them, she is supposed to call with when they will ship a NEW phone not a warranty replacement from their refurb pileI have made it clear that getting phone repaired wrong and getting bad refurbished phones from them is not a good sign of quality control on their end and that a new phone should be issued again.I have been dealing with them for the past months and I have not received a successful resolution Replacement: new phone

Complaint: [redacted] I am rejecting this response because:The time to respond and the days before I get a refund is not acceptable to meI asked for a new unit and said that would be an alternative for the issue that I am having and I would return the old one Sincerely, [redacted] ***

It is unclear what our call center agents communicated to [redacted] HTC should have communicated that a slight "light bleed" is not a repairable defect, it's how the product was manufactured We apologize if this was not correctly communicated to him.Due to hardware limitations, some minor light bleeding may be visible when the screen is displaying a dark background and the back-light level is high This effect is more noticeable in darker ambient light Enabling adaptive brightness and reducing the overall brightness can help minimize the effect In most cases this effect is only visible when the screen is displaying a dark background and the back-light level is high, and will not affect tablet useThere was no repairable defect found at the repair center regarding "light bleed." A repair would be attempted if the device had a functional failure.Here is our general response to comments regarding Nexus light bleed on this model.“We understand your frustration and have heard your concerns regarding our productThe light bleed issue could be improved by reducing the brightness level or using Automatic brightness optionWe will improve this function in future devices, but in the meantime, we apologize for the inconvenience that this has caused youYour feedback is a valuable tool in helping us improve our devices and customer experience.”We can provide a coupon code for accessories on www.htc.com should the customer wish to receive that

We contacted Mr [redacted] in order to gather details and documents of the alleged incident, we have found no records of previous contacts for assistance or any repair process / warranty claim, prior to what occurred with the phoneAccording to the Serial number: [redacted] provided this model is the HTC Desire 626, which the specification of the battery is non-removable with this being said, we are currently reviewing further options to assist Mr [redacted] , however we must follow our policies as it is stated what falls outside the standard warranty; The defects caused by the fact that the battery has been short-circuited or by the fact that the seals of the battery enclosure or the cells are broken or show evidence of tampering or by the fact that the battery has been used in equipment other than those for which it has been specified; or the defect was caused by the fact that the Product was used with or connected to an accessory not approved or provided by HTC or used in other than its intended use and where it can be shown by HTC that such defect is not the fault of the Product itselfTherefore, we only have available the repair process to send the device to be fixed, once again, we are reviewing other solution available if it is, we will notify Mr [redacted]

Complaint: [redacted] I am rejecting this response because: They had my phone for days before the hurricaneI understand them closing now, however that doesn't explain before Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: HTC had prepared my phone for shipping on SeptIt is over month later and they have yet to tell me or the Revdex.com what has occurredAn apology is insufficient when they have yet to admit they lost my phone or replace it with a new oneI suggest you consider a Samsung (A+ Revdex.com rating) rather than HTC's C- ratingHTC's low rating is appropriate and well-deserved

May 31st 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 deviceOn the 31st of May we contacted you in regards to the repair of your tabletWe are currently working with you towards having your tablet sent to the repair center again for additional diagnosticsWe 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

We are still currently out of stock for the specific accessory that is neededThe coupon code that we can use in order for the customer to purchase the needed item is [redacted] which is for a total of $ We apologize for the delay and we hope that this is sufficient

June 17th RE: Revdex.com ComplaintCase #: [redacted] Dear Ms [redacted] , A copy of your report filed with the Revdex.comof Alaska, Oregon and Western Washington has been received by HTC regardingyour HTC mobile deviceDue to your device being a non US carrier device, there wasa delay as we did not have the parts needed to perform the repair at this time.To avoid further delay we offered to replace your device with an unlocked UScarrier branded device, which you declinedYou requested that your device bereturned to you unrepairedOur records show your device was delivered back toyou on the 14th of AprilWe would like to apologize for any inconvenience that youhave receivedIf you have any other questions please contact us back at [redacted] from 8am to 1am EST days a week Sincerely, HTC CustomerCare HTC America CC: BetterBusiness Bureau of Alaska, Oregon and Western Washington

On the 16th of September, Mr [redacted] spoke with an HTC representative and accepted an Advanced Exchange of his deviceAfter review of the tracking we see that the device was delivered to him on the 21st of SeptemberOnce we have received his device back we will assume this case to be closed

July 14, 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 experienceOur recordsindicate you have received your device back on the 6th of July,If you need to reach us in the future, please do not hesitate to contact us at [redacted] from 8am to 1am EST days a week Sincerely,HTC Customer Care HTC AmericaCC: BetterBusiness Bureau of Alaska, Oregon and Western Washington

We have provided via email the answers to the questions the customer had submitted regarding technical specifications about HTC products

We have contacted the customer and attempted to perform troubleshooting on her device as she has reported software issuesAnd as she did not agree to complete all possible troubleshooting, she was offered the option to have the device repaired under the HTC's Limited Warranty, but she refused that option as wellWe educated her that HTC would only be able to repair the product within the manufacturer's warranty

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 customerAll possible resolutions will be provided after the inspection results come back not beforehand

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

Complaint: [redacted] I am rejecting this response because:They keep saying it's being worked on, it's being escalatedThat's not a resolutionIt 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 longerWhen setting this up I was told 5-business days Not resolving the issue is NOT a resolutionI 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]