HTC

We apologize for any inconvenience the customer has experienced with our product and we are certainly working towards providing her with a resolution as she has been informed Nonetheless, if she wishes to return the product in order to obtain a refund she would need to contact the [redacted] as they are the provider or retailer from whom she purchased itThis is explained on our warranty statement, which can be found online through the following link: http://dl4.htc.com/Web_materials/Manual/Warranty/Android/Limited_Warranty_Device...⇄

Complaint: [redacted] I am rejecting this response because: it's not ok for them to take over a month to repair something that I didn't break!! If they don't have the part they need which is what they keep on saying that they are waiting for Taiwan to send it they should do what every other company does which is send a new merchandise which is the most reasonable thing to do! I paid hundreds of dollars to have that phone seating in their hands for so long I have lost so much for not having my phone like job interviews because they said it would only take to business days which has been times longer the that and still counting and every time I have called them they say they have no answer from the repair department???!!!! What type of service is that for some reason they give a one year warranty on their products once I had a factory problem with a tablet I purchased and they sent me a new one that same week!! Why because it wasn't something I did to it it was the manufacturer defect so they said they would just replaced it but not HTC they don't care about a time line they don't care about the customers needs !! Why have a business like this??!! So no I do not accept that as an answer and my question to them is what would they do if they were in my shoes Me as a soldier of the US Army transitioning to a civilian life with a family to suport and waiting for calls from jobs that I had applied and my phone was the only way for anyone to contact me and now I don't even have phone lost a few jobs interviews keep on paying for a line to be open for a phone that I don't even have how would you feel getting screwed over like this??? That's what I have to say to their answers put yourself in my shoes! Sincerely, [redacted]

A prepaid label has been sent to the customer and as his device is 'In warranty' he won't received a quotation for the repair if it is a manufacturer's misbehaving

HTC is currently working on resolving the situation related to the ability to activate Mrs [redacted] 's phoneAll the necessary information was escalated to our RMA department and they are doing their best possible to activate the device with the Sprint network Otherwise, we will need to consider sending a replacement to the customer

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

We highly appreciate Mr [redacted] cooperation with the troubleshooting steps we sent himUpon checking the results, we reviewed the RMA options available to fulfill the customer’s requestWe have contacted him and created the exchange ticket # [redacted] in order to replace the controller

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

Complaint: [redacted] I am rejecting this response because: it has no since been another week and I still haven't received email confirmation with a tracking number or have I been contacted by HTC about shipping I would glad accept the resolution if it was taking care of but they still haven't shipped the phone Sincerely, [redacted] ***

Am glad to see the refund being posted to my credit card accountThanks for resolving itThanks, [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]

Complaint: [redacted] I am rejecting this response because: I amNothing HTC can do at this point short of letting me return the device for a full refund will satisfy meTherefore I want this report to stand at rejectedHTC's Revdex.com grade should reflect their terrible serviceThey currently sit a C- while every other phone company is at an A +They need to deliver as promised and GREATLY improve the quality of their support and the poor grade should be a message to themSamsung phones are literally exploding and they can manage an A+, it's not that difficultI was wronged, they are unwilling to give me what I want as a resolutionIn regards to HTC's comment about getting me an accessory, that was days ago they contact me and said they would update me tomorrowThey have notAt this point I want to cease all communication and let this report stand as rejected and negatively effect HTC's Revdex.com ratingI look forward to my next phone upgrade being from any other manufacturer besides HTC Sincerely, [redacted] ***

We apologize for any inconvenience the Mr [redacted] could have encountered with our customer service A return process has already been started for him with the reference # [redacted] and as an exception a UPS pre-paid shipping label, with the tracking # [redacted] , was provided in order for him to return the products to our Online Store’s warehouse We will be able to process a full refund for the order once the products have been received at our warehouse

On May 30th 2015, we offered Mr [redacted] a repair for his issueHe reported "device volume button is hard to press and it getting stuck." Mr [redacted] stated he has already had replacements through [redacted] and they all had the same issueWe attempted to contact Mr [redacted] on May 31st, June 3rd and June 4thOur last communication was on 6/6/and Mr [redacted] disconnected the callWe'd still be happy to provide a replacement if a proof of purchase from [redacted] is provided

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 business day (as advertised) to weeks and countingThe business has put a $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 business day after the hold is placedWhen I asked if the hold could be released until they sorted things out, they told me no, that they would cancel my orderI don't think that I should have to float the company $indefinitely, until they get around to sending me the replacementIf they cannot honor their advertised guarantee in a reasonable amount of time then I think I am entitled to a full refund of the phone ($plus tax) and I will gladly return it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The reasons are the same as previously stated They provided terrible service, did not address the problem and it was two months with a broken phone before they ever offered to replace it That is unacceptable It is not possible to function for two months without a cell phone There is nothing else to say except that they did not provide a working product, did not provide a solution and have been impossible to work with over the course of this difficulty Their company customer service continues to be impossible to work with They call me, but don't leave messages When they do leave a message, they claim that they cannot reach me but leave no number to call back They call during work hours and refuse to understand that I cannot take personal calls at work On August 12, I received a message that they were closing my complaint because they couldn't reach me I had spoken with the corporate office and sent an email with a confirmed receipt to them on August Since I have already replaced the phone, there is no option left but for them to refund the money I have no use for any phone from HTC They are in the wrong here by providing a defective product and then not addressing the problem Their customer service is poor and impenetrable, making it impossible for the customer to find any resolution in a timely manner I reject completely any offer of a replacement phone 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 controllerIn addition, he was provided with theUPS PrePaid Label # [redacted] , so that he can send the device to the repair facility

All processes are progressing already, once the tracking number is produced by the system the customer will be provided with it so he can track the shipping of the packageIn the meantime a request for a loaner phone has been sent and we are expecting from the approval of it

HTC understands [redacted] 's concern, the Corporate Office is aware of this situation, the ticket number # [redacted] has been added to the priority list in order to push this processAs soon as the repair center has a tracking number for the customer he will be notified

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]

On July 7th, Mr [redacted] recieved a replacement device On July 8th, he emailed HTC saying the phone was working fine and wanted shipping information to return the other devices On July 15th we received the defective devices back to our repair centerWe also gave Mr [redacted] a $coupon to use on HTC.com Our last communication was on July 13th, confirming how long the coupon code is valid for

June 24th 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 deviceDue to unforeseen circumstances there was a delay in the repair process for your device, we apologize for thisA replacement has since been sent to you and delivered on the 6th of MayWe 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