HTC

We have reviewed the account and were able to confirm that the refund for the customer had been delayed, in which we deeply apologize for any inconvenience this may have caused We worked on the case and after confirming all detailed information, we have successfully issued the refund for the amount of $410.82, today 01/29/This mount should be reflected on the customer's account, depending on the customer’s bank or Credit Card CompanyWe attempted to contact the customer to inform on this update, but unfortunately we got no answerA voice message was left on customer’s contact number with the above update

Complaint: [redacted] I understand that my phone is not covered under the warranty, and am willing to drop that part of my requestBut I did pay HTC to perform a service that they failed to do, and therefore still request my $repair fee be refundedI gave HTC two three-week-long attempts to properly fix the phone but they failed to do soI have no faith that HTC has the ability to fix the phone and refuse to give it away again I will only allow HTC to attempt a repair again if they provide me with a temporary phone for use while mine is in repair To summarize, I am asking for one of the following resolution outcomes: 1) HTC refunds my repair fee of $ or 2) HTC loans me a temporary phone while they repair my One e Sincerely, [redacted]

In order to verify the case the following information is needed: Order number: Device IMEI number: Device serial number:

We contacted Mrs [redacted] to validate the way we can assist her, and we were unable to educate the customer with the options available in regards her case, as she refused to continue with the conversation Still we are willing to assist and educate the customer about our policies We can create a repair order to take care of the issue and if is needed We can validate to see if a Loaner Phone is available

Complaint: [redacted] I am rejecting this response because: all this was set in motion prier to them contacting me I was told id be inf9rmed when my phone atrives at my house I have tracking number for that o was told id be infotmed when my daughters phone get to them witch again il have tracking info and have pics of phone prier for my records on its condition they are offering nothing theres really nothing to except in call I got from themSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:HTC did nothing to show they actually care about customersWhen they have a policy that says a replacement will be sent within days, and they cannot uphold that policy, they have a responsibility to offer the customer some options either by sending a NEW device to them or offer other compensationThe only response I got was that they have a delay and they have no idea when phones will be shipped out (it could be weeks, it could be months,...)The fact that it even took a compliant to the Revdex.com to even get someone to respond to me is ridiculousNone of their support agents offer any assistance, they never call you back within the "to 48" hours as they always promise As someone who has been a loyal HTC customer for a number of year, I can safely say that after this experience, I can't recommend anyone purchasing products from this companyThere are far better companies that actually try to keep customers happy by going above and beyond in situations like this, especially when the customer has paid over $for a phoneSadly, HTC is not one of those better companies.Sincerely, [redacted]

June 24th RE: Revdex.com ComplaintCase #: [redacted] Dear Mr***, 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 deviceWe are sorry to hear that your experience has been less than satisfactoryOur records indicate the unlock code was given to you on the 16th of April and the replacement device was delivered on the 17th of AprilWe 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

The customer has redeemed the US$ coupon for the Uh OH protection program and accepted the terms and conditions of the referred programWhen the customer redeemed this code he is no longer eligible for the Uh Oh protection as mention in our website terms and condition section HTC is able to offer 50% discount on the repair process and a prepaid label

June 17, 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. We apologize for... theinconvenience you encountered while having your device replaced by HTC. Due tounforeseen circumstances there was an unexpected delay when sending thisreplacement. Our records indicate that yourdevice was delivered on the 4th of May. If you need to reach us in the future, please do nothesitate to contact us at [redacted] from 8am to 1am EST 7 days a week. Sincerely, HTC Customer Care HTC America CC: RevDex.com ofAlaska, Oregon and Western Washington

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 Get me away from this companyWorse customer service ever.Sincerely, [redacted]

Mr [redacted] ’s issue was resolved since 11/05/when his replacement phone was successfully delivered to his location, as per FedEx tracking # [redacted] However, since he complained about the delay in completing the exchange process, coupon codes were issued as a sort of compensation Mr [redacted] was not satisfied with the coupons because he is interested in an accessory which is not in stock at the moment, the HTC Active Pro CaseUnfortunately we are unable to issue that accessory to himOur advice is to check the web-site regularly, since possibly the accessory will be available shortly

Complaint: [redacted] I am rejecting this response because: Repair at my cost is not the equivalent of a warranty How does a consumer identify an authorized HTC seller from one who is not? Why doesn't HTC petition Amazon about the unauthorized HTC agents under its umbrella as a courtesy to unwary consumers? Sincerely, [redacted]

As promised, we are sharing the available tracking number that was generated for the RMA ticket # [redacted] The customer can expect the device to be delivered on Friday, 12/15/2017, he can check this information with the UPS tracking number [redacted] We thank the customer for his patience and understanding with HTC

When a representative from HTC spoke with Ms [redacted] on the 18th of August, she accepted our offer of a repair with a prepaid shipping labelIn regards to her request for refund of the payment made for services, during the time her device was in need of repair, we advised her that she would need to contact her service provider

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.

We are willing to resolve this inconvenient with the replacement phone and have contacted Mr [redacted] , we explained him the way we can continue, we created an On-site exchange ticket # [redacted] , he agreed to swap the device and we extended him a coupon code of $dollars off purchase through the website www.htc.com

Customer was contacted and the situation has been resolvedCustomer is taking advantage of the T-Mobile Calling feature again

Complaint: [redacted] I am rejecting this response because: It is unacceptable. I am currently in contact with my Congressional Representative to initiate the process for a full federal investigation of HTC with an investigation by Congress and the FTC to bring the horrid consumer representatives of HTC and this corporation to the public's attention, with focus on the board of HTC. Sincerely, [redacted] ***

In exchange for two devices, HTC is sending a monetary amount to the consumer

HTC will fulfill customer’s replacement request in accordance with the On Site exchange terms and conditionsAt this moment the repair center is waiting for the re-stock of the in cableEvery replacement process related to this unit is on the back-order listAs soon as a tracking number is generated the customer will be contacted