HTC

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceWe are currently reviewing the RMA options available to satisfy customer needsIn regards a refund, we have not been able to confirm with customer where the device was purchased in order to check a possible refund

August 1st 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.We have not yet come to a resolution as we need more time to investigate this matterWe will continue to work with you towards a resolutionWe 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

According to the warranty terms and conditions of the swap process, customer will be able to receive a certified as new HTC phone as soon as he returns one of the devices in his possession

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] ***

Complaint: [redacted] I am rejecting this response because: The business needs to give me a call at [redacted] Sincerely, [redacted]

During the repair process HTC technicians found the damage was caused by liquid (different than perspiration)Quotation will be issued however if customer sends the HTC Vive Controller to be repaired he will receive 50% discount as one time courtesy

We checked the IMEI number [redacted] and the device was not purchased through our website (www.htc.com), which is the main condition to be eligible for the UH OH Protection Plan We contacted Mr [redacted] and explained him how our warranty works, besides why the device had a repair cost to be fixedAs the damage found on the phone was considerate by the repair facility that it fall outside of the standard limited warranty therefore, we contacted the customer to verified if he would like to proceed, however he requested to have the device returned, the phone was delivered on 28/31/according FedEx tracking # [redacted] Nevertheless, We are disposed to repair the device and offer a 50% of the repair cost and provide him with a prepaid label to cover shipping inbound to our repair center

Complaint: [redacted] I am rejecting this response because: The lengthy delayIt was necessary for me to purchase another device Sincerely, [redacted] ***

All the information was submitted to [redacted] in order to activate the phone on their networkCustomer were provided with a link to access the [redacted] website and activate the phone as a new device, also all of the device’s information were sent to the [redacted] network on a file, that was also sent to the customer via emailCustomer is able to connect to the [redacted] network, which is the network that this device was manufactured to work in, (a CDMA working network) he states that now he want to unlock it and connect it to [redacted] network, but this is not possible since [redacted] works under GSM network and it will not be compatible with a CDMA manufactured device

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]

Case has been escalated and customer is receiving assistanceResolution will be provided very soon

By HTC policies the customer has to send the device first to inspection, then the options would be provided based on the results

I've been calling HTC weekly, sometimes every other week to get an updateExcept for one time, I've never received an update other than "please be patient." In a mysterious twist, last week I was promised by a representative in the RMA department that it would ship on July 24thI recorded that phone call I've offered other solutions to HTC like: send me a new HTC 10, refurbished HTC 11, or new HTC I've also asked for my money backAt this point, I simply want to return the phone and have my money refunded Please refund my money! Please! I cannot afford to buy a new phone and my current one doesn't work *** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

HTC has reviewed Mr***’s account; we found that the customer was explained about the calling and that this feature is not available for the unlocked version, only for the T-Mobile, he was provided with the refund option, however, customer decided to contact his carrier, after that he was provided with the Uh Oh carrier switch program which he agreed and was advised the device will be a replacement unit certified by HTC As it was stated before, he is no longer eligible for a refund and the device will be only replaced or repaired through our repair facility

Repair ticket [redacted] Repair process is taking placeIn order to complete the process we are currently waiting for some componentsHTC is working really hard to complete the process as soon as possible so customer will be contact once the tracking number is generated

Complaint: [redacted] I am rejecting this response because: they have been letting to me for monthsThey could have just sent me a replacement or refund 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 ok to meThey did send me the keyboard but still failed to explain the customer service issues that I faced with.Sincerely, [redacted]

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

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

Complaint: [redacted] I am rejecting this response because: the device they returned to me does not work.Sincerely, [redacted] ***