HTC

Complaint: [redacted]I am rejecting this response because:
HTC in the email said I could return the device and repurchase, it is not my fault that HTC has customer care reps who do not give correct information. Also, HTC misled me during the special one black Friday promo that this was the best deal of season, where is definitely was not. HtC just wants to discard the customer and take no responsibility. I also let HTC know he phone and chat that I do not accept their resolution, I have in writing in an email an HTC employee saying I can return phone and rebut to get there free headphones, so as far as I am concerned HTC owese a pair of Jabra Wireless headphones or a gift card of equivalent value,  which was $199.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I have been working with [redacted] and spoke to [redacted] a couple of times. And after several days have heard nothing in response to getting my device replaced.
 
I have been...

advised several times that the Corporate Office is looking into the matter since they have accepted the complaint and still nothing has happened and have nothing but promises of call backs that also have not happened. I have had to call several times referencing my new case number  [redacted]
 
The Corporate Office has done nothing to resolve the issue and is the same office that kept hanging the phone up every time I called a couple weeks ago.Sincerely,[redacted]

Customer has been contacted, we are reviewing the replacement options for the customers device since the one that was sent has issues.

June 24th 2015 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. It...

is unfortunate that you had a problem with the HTC Dot View case you purchased. Our records show that on the 18th of July you were provided with a $50 promotion code to use towards another Dot View case. We would like to apologize for any inconvenience that you have received. If you have any other questions please contact us back at [redacted] from 8am to 1am EST 7 days a week.               Sincerely, HTC Customer Care         HTC America  CC: Revdex.com of Alaska, 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.
Sincerely,
[redacted]

Customer was contacted, he states that he already returned the device, on our system the status of the return shows (pending product return) customer stated he will contact USPS and request the tracking number related to the inbound shipping so we can verify that the device was received by our...

warehouse and process the refund.

Currently, your phone is in our priority list and we are working to ship the replacement as soon as possible.

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 normal tablet use. There 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 9 light bleed on this model.“We understand your frustration and have heard your concerns regarding our product. The light bleed issue could be improved by reducing the brightness level or using Automatic brightness option. We will improve this function in future devices, but in the meantime, we apologize for the inconvenience that this has caused you. Your 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.

June 24th 2015 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...

understand your concern for a prepaid label, you should have received one with the replacement device. At the time you had contacted us to request a prepaid label, the ticket was closed and we were unable to process one for you. Our records show you received the replacement device from us on the 11th of February, upon sending you the replacement, we asked you to return the defective device back to us within 10 days to avoid any additional service fees. There was delay in tracking the arrival of yourdefective device as the ticket had since been closed. We verified the device arrived at our facility on the 13th of April and you received reimbursement of the $599 credit card hold on the 15th of April. We would like to apologize for any inconvenience that you have received. If you have any other questions please contact us back at [redacted] from 8am to 1am EST 7 days a week.               Sincerely, HTC Customer Care         HTC America  CC: Revdex.com of Alaska, Oregon and Western Washington

We contacted Mrs. [redacted] and explained to her how we warranty works. We are unable to process a refund due to our policies, we have replaced twice the device under ticket [redacted] and [redacted] although the phones have been sent to the customer with the alleged issues, we can...

proceed with a replacement process, we will send in advance a replacement device, making an exception to our policies and not placing a hold on her credit card, as soon as Mrs [redacted] receives the replacement a prepaid label will be included in order for her to send back the current replacement.  In addition, we will request from our Repair center to do a double quality check prior, to be shipped out to avoid the same circumstances.

Complaint: [redacted]I am rejecting this response because:  the product became dysfunctional in less than 30 days after purchase, by June 3. After 3 attempts for repair, one of which the never issued a ticket for and two of which resulted in the phone being returned in the same broken condition.  At that point, it was July 18. They did not even offer to replace it at that point. They kept promising to escalate it and call back in 24 hours. They never called back or took any further action until the complaint was filed with the Revdex.com.
 
By then, my son had been without a phone for two months, meaning nobody could contact him as a minor traveling alone. Since HTC Seemed unable to repair the phone and would not respond or offer to replace the phone, I was forced to buy another phone to be able to communicate with my son and for him to be safe.
 
it may have been over 30 days, but the phone was defective in under 30 days  their lack of customer service caused time to drag out and never solved the problem  I was forced to purchase another phone due to the impossibility of communicating with someone who could take responsibility and the prolonged timeframe with no offer of replacement in sight  
 
This is their failure, not mine  I called over repeatedly when they did not contact me as promised  I replaced the phone due to their inaction  They need to refund my money.
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 satisfactory to me. Thank you for your help with this!Sincerely, [redacted]

HTC has reviewed the case and the mentioned statements by the customer, but we are only able to provide a Repair Process due to our RMA policies, this will take 7-10 business days and in addition we have provided a Prepaid label as a courtesy.

We have contacted the customer and attempted to perform troubleshooting on her device as she has reported software issues. And 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 well. We educated her that HTC would only be able to repair the product within the manufacturer's warranty.

At this moment our repair center is working as conditions permits it, the customer has been advised that the possible quotation for the repair process will be fully waived as a compensation for the inconveniences.

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 it. This 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...⇄

June17, 2015RE:Revdex.com complaintRevdex.comCASE#: [redacted]  Dear[redacted],A copy of your report filed with the Revdex.com of Alaska, Oregonand Western Washington has been received by HTC regarding your mobile device. Itis our understanding you were unhappy with...

the length of time it took for therepair of your device. We would like to extend our sincere apologies for yourexperience. Our records indicate you have received your device back on4/29/2015. Ifyou need to reach us in the future, please do not hesitate to contact us at[redacted] from 8am to 1am EST 7 days a week. Sincerely,HTC Customer Support HTC America, Inc.CC: Revdex.com of Alaska, 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. I have been refunded 2 of the excess charges. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:HTC does not provide an acceptable resolution as far as I am concerned. It is evident to me that their responses to this situation only emphasize their unwillingness to stand behind their product and their customer service is basically a joke. I certainly will never purchase their product again ever, and moving forward will use all of my efforts to spread the word about how I was treated by them & how poorly my situation was handled. Sprint will continue to hear about this as well. I reject their proposal as an insult to me personally and will continue to work with Sprint on some sort of resolution. What ever happened to doing the right thing?
Sincerely,[redacted]

We have tried to reach Mr. [redacted] unsuccessfully and he has not replied to our email either.
In regards to the software updates for the HTC One A9, the HTC web-site provides support on that area, please refer to [redacted].  However, the customer’s...

carrier (service provider) T-Mobile, has not released any software update for that specific phone model (,HTC One A9), reason why the ROM update is not available on our web-site.  Our advice for Mr. [redacted] is to contact T-Mobile in order to inquire about software updates for his device.
Since the phone was not originally programmed for any specific carrier, the updates may be completed with a procedure named RUU, which consists on using the assistance of a computer in order to complete the updates.  HTC will be more than glad to provide technical assistance on that matter in case that the ROM file is provided by the current service provider.