HTC

We have done an Advanced Exchange for the customer with the ticket # [redacted] and he has confirmed that he has received a perfectly working replacement on 02/11/2016.
We have indeed informed the customer that on the return package delivered at our repair facility on 02/15/2016 with the UPS tracking # [redacted] we have received a converter box instead of the defective device we were expecting.
Nevertheless, on 02/13/2016 we released the hold on the customer’s credit card as per the customer’s unfortunate situation. Therefore, even though we will certainly investigate what happened throughout the shipment of the device, we will not hold the customer financially responsible for the outcome of this exchange.

The product was delivered last 11/28/2016, customer account has been verified but the first interaction found took place about one month later (12/26/2016) according to the ticket number [redacted].
HTC will contact the customer to verify the reference of the missing accessories.

We contacted Mr. [redacted] on 03/04/2016 and we were able to do a conference call with Sprint customer service. Sprint was able to confirm that Mr. [redacted] had purchased a brand new HTC One M8 through their online store and the device was activated on his account on 03/14/2015.
Thus, we offered the...

customer the warranty exchange options we could provide for his device and he chose to proceed with an Advanced Exchange swap that was set up under the ticket reference # [redacted].
Moreover, today 03/08/2016 we contacted the Mr. [redacted] and he confirmed that a replacement device, which was sent through UPS with the tracking number [redacted], was received at his mailing address.

This repair ticket is on our Priority list, we are doing an investigation and as soon as there is a tracking number we will share this information with the customer.