HTC

HTC apologizes for any inconvenience the customer might have encountered with our products and serviceWe contacted Mr [redacted] , and explained him we would need to do some diagnostics to avoid an incorrect RMA process, besides this, we are currently reviewing the RMA options available to satisfy customer needsWe look forward to find the results of the diagnose and provide to Mr [redacted] with a proper resolution

We are experiencing some delays due to the new HTC facility locationOnce process is completed and tracking number is generated customer will be informed

HTC will fulfill the customer's request in accordance with the terms and conditions of the regular repair processHTC sent a request to the repair center in order to push this processA turnaround time cannot be provided to the customer until we receive a notification from the facilities

HTC is willing to take care of the phone by following their policies; we are able only to repair the device, a replacement is not available. Once again, we can provide Mr. [redacted] with a prepaid label in order to receive his device and start this process.

We have confirmed with our repair center that there are clear corrosion marks on the customer’s VIVE Headset’s boards and attached are pictures showing the mentioned damage Therefore, as we are unable to cover within our Limited Warranty any damage induced by contact with liquid, as a courtesy, we have offered the customer a 50% discount on the repair costs for the device

Complaint: [redacted] I am rejecting this response because:I have sent back phone twice for repairThe phone has been sent back to me in the same broke condition that it was in originally only this time the phone was also sent back without sim card tray! This company habitually handles phone repairs in the same manner as mineIf you will look at this company's history on the Revdex.com website you will see that the company has an "F" rating and every complaint is almost identical to my complaintSpending hours on the phone with HTC, numerous emails to HTC, sending the phone back for repair with no success in getting the phone repaired etc! You can't even email the company or get an actual physical address for HTC!!! I want my money backI haven't used the phone but two months! This is totally unacceptable and this company should not be allowed to take people's money ( I paid $USD for this phone! I can't afford that! This is ridiculous and should not be allowed to happen to people!Sincerely, [redacted] ***

June 2nd RE: Revdex.com ComplaintCase #: [redacted] Dear [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 deviceOur records show your device had arrived at our repair center on the 29th of May using the prepaid label that we provided to youYour device has been repaired and is currently in transit back to youWe 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

Complaint: [redacted] I am rejecting this response because: This is not the resolution I requested. HTC has already exchanged TWICE the unit with USED ones that had issues. I need a replacement with a NEW PHONE. As for the response aboutcharges for repair. I have photos to prove phone returned to HTC without any physical damge. As I explained in my original complaint, HTC sent for the second time a defective used unit. Those units were returned to HTC because they had issues. HTC should not resend them out to customers. I also wonder how many times does HTC expects a customer to keep on wasting his time, energy and heartache? Sincerely, [redacted]

We have reviewed the Proof of Purchase provided by Mr [redacted] and we have confirmed the product was purchased through a third party seller on Amazon called “ [redacted] ”Thus, unfortunately in this case we are unable to provide warranty coverage for a product not sold by an authorized retailerThe customer has been educated about this

Complaint: [redacted] I am rejecting this response because: This phone is the only phone I have and I am forced to use itI received a backdoor attempt by HTC twice to negotiate this without Revdex.com from a person I could not understand and I have forwarded the email to Revdex.com for record and review, as the "Juan" contacting me did not leave phone information, phoned from a number which did not register on the caller ID, and did not comprehend the original complaint in this was not an issue of the charger being replaced, but I wanted a new charger included with a new phoneI can not be without a phone for weeks while HTC send my phone to Taiwan I will restate my first position in I want a replacement phone with hot spot capabilities with charger as HTC is legally responsible for phones that are defective as there is not an expiration date on thisI do not appreciate being questioned on the issue of this phone as it could have started a fire here in my home, and then being given a run around in HTC has to decide after examining the phoneI want a new replacement phone and charger, for this defective phone which is AT&T compatible at no cost to me, in which I can replace the SIM card for not interrupted serviceIf the replacement phone is not defective and works, then the issue of the exchange can be dealt withMy consumer rights come first, not a corporation not taking responsibility for their defective product.I want someone from HTC who understands this issue as all I have received thus far is a corporate response in what seems a deliberate attempt to stonewall on this issue to assigning me someone who is in the Spanish speaking division of consumer service, when I speak English as my primary languageThank you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The liquid was perspiration, which is covered by the warranty. HTC technicians have not given any evidence that the liquid was not perspiration. If we are unable to resolve this issue here, I will be forced to file a complaint through the FTC. Sincerely, [redacted] - [redacted]

Complaint: [redacted] I am rejecting this response because: light leakage on the unit was not repaired, bright backlight spots around the screen in the exactly same places where it was before, same unit, same serial numberNo documentation in the box about what if any repairs were doneFeels like they just shipped it back to meThis is the second attempt at repairing this exact problemFirst time it was returned to me in the same exact condition, they told me that they repair the microphone on it, no idea why they repaired the mic which was not broken and did not repair the actual problem with severe light bleedI cannot accept this resolution as nothing has been doneSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Here is the screenshot. the Code will not work with or without the # sign. The code did not work for the $599 price, $699 price with JBL headphones, nor the $699 regular price (shown in screenshot), no bundle. To reiterate, I have a M9 with a cracked screen, and planned to buy the HTC 10. You let me redeem the uh oh $100 warranty code to apply towards my purchase, but you denied me use of the code at the point of sale on your website. This is against your TOS as I should have been able to apply the code at the point of sale on your website, as per the cart. You very much made it appear that this credit would work. Your website states: "If you don't use UH OH Protection for broken screens, water damage*, carrier switch**, you get $100 towards the purchase of your next HTC One. If you're ready to get your code, click here." Yet when I tried to submit my new purchase, I was not able to get the $100 towards my purchase. This is why I am requesting a further $100 off of my order, or allow the $100 credit to be used toward accessories. You have harmed me, by making it appear that I was eligible for the process, removing my uh oh warranty on the M9, and then denied me at the point of sale. Now I cannot service my M9 for the damage, and I am out $100+, until HTC fixes this mistake. Awaiting your reply, [redacted] Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:It has been a month now on
something that should have taken one dayThis isn't some unexpected issueThey aren't working hardThey are currently having a sale of the HTC They just don't want to give new phonesBased on the complaints online, this is not a new issue, and their blaming it on a transition to a new facility is an out right lie
Sincerely,
*** ***

HTC corporate office is providing resolution to all escalations in the order (chronological) were receivedAs soon as tracking number is available customer will be informed

There is a general situation related to the recent change of service center that we just underwent to, HTC is working really hard to provide a resolution as soon as possibleOnce the repair process is completed and tracking number is generated customer will be informed

Complaint: ***
I am rejecting this response because: The phone was shipped to you over weeks agoIt's been on the priority list to be repaired for about a month now Last time this phone was repaired by Sprint for the same reason, I had the phone back in days, which included them shipping it outThis is obviously not a priority for youI demand a refund!!!
Sincerely,
*** ***

We are experiencing delays with some processes due to the new HTC facility locationHTC is working really hard to overcome this situationAs soon as the tracking number is available customer will be informed

Complaint: ***I am rejecting this response because: If HTC reimburses me the cost I payed to return the devices then I will consider this matter closedHTC advertised month financing on the sale pageIf they had no intention of honoring it they should not have advertised it.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***