Develop Bugs

Looking to get a HOX through Expansys?

Just be aware that I have faced some of the worst customer service ever dealing with Expansys-USA. Not only were they really uncommunicative throughout the entire process (>2 days for an email reply), their customer service reps are also very ignorant when it comes to the status of our orders. I was told my phone would arrive on a Monday and ship that very day, but when I called in after the missed deadline I was told my phone wouldn't arrive in their warehouse until the following Monday. That phone ended up having the wifi issues and I needed an RMA. Once again I was given terrible service. I needed my phone by this Friday, June 12, and the customer service rep said that was possible and billed me for overnight shipping ($27). I called in because the order status page said they were still awaiting stock and the rep said she has no idea when the phone is coming in. Once again TERRIBLE SERVICE. She also seemed eager to hang up and did not allow me to finish asking questions (I remained civil throughout the whole conversation). After I receive my phone (that will hopefully work) I will never deal with Expansys again.
Definitely look elsewhere if you are looking to obtain a HOX.
EDIT: Forgot to add. I live in Northern California (for school) and my house is in Southern California (hometown). I specifically gave my home address to the rep for the RMA. When I called in, the girl on the phone told me the order was set to ship to my apartment. This was perhaps the most infuriating part of my experience.

very sorry to hear about this. but in fairness i have to say i had an entirely different experience. i ordered from the first batch in april (which was probably a mad house time) but included some other items in the order. i didn't realize that would delay my shipment, because i had not authorized payment for separate shipment. it all got straightened out by email and my phone arrived so quickly i was taken by surprise.
i think sometimes it's a function of how good your customer service rep is. the first one i dealt with never responded to a second inquiry. i hope she is gone, but it sounds like maybe you ended up dealing with her. it's a tough job market and i decided not to complain about her by name - but i probably should have. in any case, i was very fortunate and ended up in the hands of someone named eric who straightened everything out and because of that have no hesitation in recommending expansys.
by the way, before going to expansys, i had an even worse experience with negri, which did not even acknowledge my order, though my payment went through via amazon payments, and then tried to diddle me about no stock on hand when i asked about the lack of acknowledgement. i contacted amazon re cancellation and suddenly negri had a phone to offer me - at additional shipping cost after they had advertised free shipping. i refused to authorize and they gave in and cancelled from their end as well.
i guess it's always a case of caveat emptor.

I am sorry to hear about your negative experiences. If you would like to PM me your order ref I can look into it and sort it immediately.
Also, if either of you would be willing to PM me the correspondence you had and the Rep you spoke to, I would appreciate it. We definitely strive for much better service than what you received, and I would like to dive into this further.

1earful said:
very sorry to hear about this. but in fairness i have to say i had an entirely different experience. i ordered from the first batch in april (which was probably a mad house time) but included some other items in the order. i didn't realize that would delay my shipment, because i had not authorized payment for separate shipment. it all got straightened out by email and my phone arrived so quickly i was taken by surprise.
Click to expand...
Click to collapse
I'm glad you got it sorted out in the end. The situation with negri sounds like a nightmare! And yeah, it's definitely sad that service can be so inconsistent at times.
Corey L said:
I am sorry to hear about your negative experiences. If you would like to PM me your order ref I can look into it and sort it immediately.
Also, if either of you would be willing to PM me the correspondence you had and the Rep you spoke to, I would appreciate it. We definitely strive for much better service than what you received, and I would like to dive into this further.
Click to expand...
Click to collapse
Thank you very much for reaching out. Sorry for throwing the company under the bus but I was honestly appalled by how the situation played out this morning. I will definitely be PMing you soon.

@corey why is the HTC One X out of stock?

Sorry to hear about that man. On the other hand, I bought my HOX from Expansys-USA and had no problems.

sharp2G said:
@corey why is the HTC One X out of stock?
Click to expand...
Click to collapse
The White is out of stock. We are currently sitting on a stack of Grey.

For me I had absolutely no problems with Negri Electronics. They answered all of my questions before my purchase. Ordered online, FedEx overnight, and received it in perfect condition the next day. Best thing was that they had the best price on the One X by a big margin.
Sent from my HTC One X using Tapatalk 2

I got two HTC one X from UK Expansys. They didnt even bothered to reply about a complaint I made.

DO NOT buy from Google play..

Here is my story hopefully this makes its rounds on the internet. No company should EVER treat its customers this way...
I attempted to cancel my order using the cancel button on my order page and was told that I needed to contact the Google Play Help Center.
I called the Help Center and told the customer service representative that I wanted to cancel my order. The woman who answered the phone told me that she was unable to cancel my order as it had already been processed - even though the watches are not scheduled to leave the warehouse until 9/19. I asked to speak to her supervisor.
The customer service supervisor got on the phone and told me that they could not cancel my order as it had already been processed and the order was sent to the warehouse. I reminded him that my order was not even going to ship for another 7 days and therefore he should be able to cancel the order. He told me he was unable to do that. He told me I had to wait until the watches shipped, then refuse the package and AFTER they receive it back, I would be credited the $512. He also informed me that once it left Google, it could take 10 days for me to receive it, refuse it, and then another 10 days to send it back. That is a total of 27 days. I asked to speak to his supervisor and he refused. I asked for his name and at first, he did not want to give it to me. When I pressed him, he told me "David". I asked for his last name and he refused. I asked for an employee number or some other identifier that I could use when writing a letter. He again refused to give me anything. He told me my only option was to wait and refuse the package. He told me that the "leaves the warehouse" date on my order was a "no later than date" and that it could leave sooner. I asked him to tell me exactly what day my order was scheduled to ship - since it had already been processed and sent to the warehouse. David told me that he couldn't give me that information because "IT WAS BACKORDERED"! THEY DID NOT HAVE THE WATCH IN STOCK! They couldn't cancel an order on a watch they didn't physically have-I had to wait until they received a shipment, processed it, shipped it to me, and then refuse it and return it!! I told him that this was absolutely ridiculous and I wanted to speak to his supervisor. He told me he "just remembered" he could cancel an order if it wasn't in stock and he put me on hold. When he came back he told me he would transfer me to shipping and returns and Cassandra would help me. He transferred the call and told me she would be able to help me.
Cassandra told me that she was unable to cancel my order and that I would have to wait for it to arrive, refuse shipment, and allow it to be sent back. I told her that was unacceptable and I wanted to speak to her supervisor, she refused. She then informed me that I had ONE HOUR after placing my order in which to cancel it! ONE HOUR! I told her that was ridiculous and she told me that was their policy. I asked her why there is a cancel button attached to my order if I am not able to cancel it after one hour. She told me she couldn't answer that. I again told her that I should be able to cancel the order when the item is backordered. She told me she didn't know if the watches were backordered and so I asked her to transfer me to the warehouse where I could speak to someone who knew the current stock status. She told me that they don't have a phone in the warehouse!!!! I again asked for her supervisor and she refused. She said "I will pass on your feedback when we discuss customer feedback issues." I said that was unacceptable and she asked if she could help me with anything else. I told her she hasn't helped me at all. She said: "I'll pass on your feedback". End of conversation.

Wow! I didn't expect that from Google Play costumerservice! Like you said that's just ridiculous!! They should easily canceled it
Skickat från min LG-D802 med Tapatalk 4

Just went through the same damn thing....
It clearly says on their website that you can cancel as long as it hasnt shipped.
This is complete BULL****! Outright customer deception.

I had a terrible experience purchasing the first nexus 7 from google play. My unit was defective and getting a hold of someone was impossible. They had the balls to remove their contact phone number when tons of people started having issues with their devices and orders. Luckily some websites made a screenshot of their support page that still had their phone number listed. Even with the phone number I was not really being helped. Lots of run arounds and "I can't do that". That experience has left an extremely bitter taste in my mouth from ever ordering any kind of hardware from google play. I think they have gotten better since then but I have no interest in testing that out first hand.

really wow screw them see if you can file a chargeback or something

You got a bad CS rep and manager. Did you try calling back and another time? Every company has it's bad apples.
Sent from my LG-D851 using Tapatalk

I was able to simply go to my google play account and cancel the order.

"Cancel or change your order. Please note that changes may not be possible after the first hour."
You get than in their email from google right away.

Dispute the charge with your credit card company.

nazforex said:
Dispute the charge with your credit card company.
Click to expand...
Click to collapse
^^ THIS!! Call your Bank or Credit company and explain to them that you have not receive the item, it is out of stock for an undetermined amount of time, and that they will not Cancel/refund you. Your Bank/Credit company will handle it from there. Once you Get your Money Refunded from your Bank/Credit company then File a Complaint with BBB and send an email to every Google Play's CS email you can find online with your BBB complaint/file number and story about "David". Mention that you would like them to contact you ASAP and watch the magic happen after that!

AmirAli44 said:
Wow! I didn't expect that from Google Play costumerservice! Like you said that's just ridiculous!! They should easily canceled it
Skickat från min LG-D802 med Tapatalk 4
Click to expand...
Click to collapse
Sounds about status quo for Google. That particular NSA front is pretty bad at customer service.

Thank you, I won't buy any hardware from Google play after reading this!

I remember my Nexus 4 being delayed on the google play store...and then when it actually shipped I paid for the 2 day shipping but it took 4 business days to arrive. I contacted google support to at least get a shipping refund or credit, but they offered nothing except for an apology. Wouldn't use them again!

I ordered the G watch on release but canceled it within 10 minutes and had no problem.
All of you that say you'll never buy from the play store again must not use nexus devices.

Thanks God I have chosen Amazon to pre-order the EU version.
They are light-years forward when we talk about customer service!

Looks like my order shipped last night 2:30am eastern time!
Sent from my HTC One using Tapatalk

NaterTots said:
I ordered the G watch on release but canceled it within 10 minutes and had no problem.
All of you that say you'll never buy from the play store again must not use nexus devices.
Click to expand...
Click to collapse
Oh shoot, I forgot about the Nexus!
I haven't bought one yet, but I've been thinking about it.

Cr4z33 said:
Thanks God I have chosen Amazon to pre-order the EU version.
They are light-years forward when we talk about customer service!
Click to expand...
Click to collapse
One question to the mods... what happened to the last part of my post??
What was wrong with
And btw shame on you Google!
Click to expand...
Click to collapse
??
Sent from my Samsung Galaxy Tab Pro 10.1

Cr4z33 said:
One question to the mods... what happened to the last part of my post??
What was wrong with
??
Sent from my Samsung Galaxy Tab Pro 10.1
Click to expand...
Click to collapse
I don't think anybody would have deleted "Shame on Google"...

Damm

Communication From Samsung Regarding Exchange Has Been Abysmal

Not sure if it has been better for others but communication from Samsung Uk has been abysmal. I had several calls and emails regarding the exchange but never received a date or information regarding how it was to happen. I had a number of email after 19th September advising me to contact Samsung if a date hadn't been given for the exchange. The same story was told each time, that someone would be in touch. On one call the adviser told me that I must contact the service provider and she just couldn't understand that the phone was purchased directly from Samsung. An email also contained instructions how to back up your phone which actually showed how to transfer data from your old phone to the new using Smart Switch - what courier would wait while you did that? Eventually I was given a number to contact the exchange department and was at last given a date of Monday 3rd October and that someone would contact me with the procedure which would include return of everything originally delivered. I wouldn't be able to exchange at the Samsung store - it had to be done through the courier although I was previously advised that I could chose. The replacement was delivered 29th September !!!
I have received a £20 voucher - hardly covers phone calls never mind time !
Surely a company like Samsung can do better than this.
Never mind, the phone (bomb version and replacement) is fantastic - best ever in my opinion.

sorry to hear about your experience, in my case, I first contacted Samsung Samsung via chat, useless, but, Registered my product, later, I went directly with my service provider, but they only told me that they didnt have the protocols for the exchange, so I waited, later I received a call from samsung, then, they gave the known alternatives, refund, exchange, or an s7 edge, and a date to receive an exchange, 30th sept, two days later my provider called, telling me exctly the same, but urging me to take the phone to them before 30th sept, I did it, and they will replace the phone on 4th Oct, all this with Telcel Mexico

yes really bad service from Samsung.....

The initial reaction and response from Samsung impressed me. Normally companies deny any such problem. Remember its a tiny tiny % of phones that have gone bang. Of course that's one too many, however for a major company to throw their hands in the air and admit their was a problem, impressed me especially knowing the fruity brand was due to release its new mobile. The timing couldn't have been worse for Samsung. Not to mention the beginning of a saga for us!
Where the problems started was the call back was NOT made 'official' so different Samsung importers handled the situation in different ways causing mass confusion.
I don't think two countries world wide have handled the situation in the same way and that's an awful problem that has lead to customers being messed about, confused and frustrated thus causing Samsung to lose an awful lot customer good will.
Do you realise I have yet to receive my FIRST free gift being the VR head set? Some posters here moan and groan about not having compensation etc, I still await the fulfillment of my initial order placed way back in August! Samsung have not made things easy for themselves at all. Its been a bloody nightmare here. Thank heavens the new replacement is a great mobile. If it had not been I have zero idea what I would have done BUT you may well have read about it in the news papers! Sort of, "Samsung importer has emergency operation by proctologist" etc.
Ryland

Simple:
All people needs study electrical parts, to Get Ride of these pigs, doing themselves your batteries, escaping this and more companie's dependency, sending them back to the place their once came!
Knowledge, the minimum of electrical parts in all schools!

Same here, TERRIBLE experience from samsung.com. I've been calling those idiots many many times since they started the #galaxynote7 recalls. Every time when I called, they always says, "you'll be getting the return shipping label in 3-5 day. Now. a month gone by, still no mail from samsung. Good thing that I paid through paypal. I filled dispute charges. 10 days later NO respond from Samsung.com.
Nowwww drum roll........ Paypal refunded me back $925.43. :laugh:

5X is not responding.

seems like its happening more and more by the looks of the threads on this section.
Last night I was sending a text to my brother (had it on wifi and about 40-50% battery), and POOF my 5X turned off. Then it appeared as if it was just going to restart and the "Google" startup screen popped up for a few seconds but never made it to the bouncing balls startup animation.
It then went dark again. I tried to start it up again and again showed Google, then nothing.
Held Power and Volume down for 15 seconds and scrolled to power off
tried to start it again and showed Google then nothing.
Held power and volume buttons again and went to restart, this time nothing.
held power for a long time nothing, held power volume nothing.
No signs of life, Called Google and they said it would probably need to be replaced and connected me to LG since I didnt buy it from the Google store, LG support was really bad, connection was bad didnt really understand what I was saying and worst of all was very very rude and tried to talk down to me.
Left the phone all night without the charger plugged in, this morning went to turn on my coffee machine and just thought to check the phone, held the power button and the indicator light flashed red.
I got excited and plugged it in and it appeared like it was starting to charge, left it for a while after coffee I touched the power just to see if it was still charging, the battery icon was moving then froze.
then it started trying to start up showing Google then nothing.
I held power and volume down and went to recovery after that it appeared to start up normally, went to Google, then bouncing ball android animation then showed my lock screen, BUT touch screen, fingerprint scanner and physical buttons were all not responsive.
Man so FRUSTRATING

Did you have a question or just venting?

bblzd said:
Did you have a question or just venting?
Click to expand...
Click to collapse
Not so much a question, but just posting my troubleshooting methodology and steps taken to get it repaired.
Venting, definitely.
This weekend, I received an email from LG to request repair.
I clicked on the link (to an LG site) and there I found I could not request repair for my phone (H791) because apparently LG.com is JUST for USA phones. I called and again had a rude customer service person tell me that they would not be able to repair my phone because the H790 and H791 are too different (LOL)
I went back to their site and sent a very stern email to their customer service telling them how I have been dismissed and not getting anywhere and that I did not appreciate the fact that they would not repair LG product regardless of the intended country.
They finally got back to me and said my phone came from Germany and I would need to contact LG Germany to have my phone repaired.
In the mean time I got with Groupon (where I bought the phone) and they told me to contact [email protected] or 1-800-551-8225 x204 which is the company that was selling through their website.
But I still have not heard back from them either.

el_mariachi_4 said:
Not so much a question, but just posting my troubleshooting methodology and steps taken to get it repaired.
Venting, definitely.
This weekend, I received an email from LG to request repair.
I clicked on the link (to an LG site) and there I found I could not request repair for my phone (H791) because apparently LG.com is JUST for USA phones. I called and again had a rude customer service person tell me that they would not be able to repair my phone because the H790 and H791 are too different (LOL)
I went back to their site and sent a very stern email to their customer service telling them how I have been dismissed and not getting anywhere and that I did not appreciate the fact that they would not repair LG product regardless of the intended country.
They finally got back to me and said my phone came from Germany and I would need to contact LG Germany to have my phone repaired.
In the mean time I got with Groupon (where I bought the phone) and they told me to contact [email protected] or 1-800-551-8225 x204 which is the company that was selling through their website.
But I still have not heard back from them either.
Click to expand...
Click to collapse
I had a similar, yet somewhat different experience.
I called the LG HQ in AL. Long story short, I was transferred to a Mobile Division Supervisor who is located in the Philippines. I received the same response (that LG US is not equipped to repair phones from other markets due to parts not being identical, etc) but his digging found that the H791 is a product of the UK and Australia.
He gave me the phone number for LG UK but I opted to open a case through www.lg.com/uk. The model was identified immediately, unlike the US site.
The only problem is - you need a physical address in the UK or Ireland, which I happen to have via a colleague who agreed to receive the phone and ship back to me if/when it is repaired and sent back by LG UK.
According to the response after opening the case, someone from LG will contact us to go through troubleshooting (the usual B.S.) and if unsuccessful they will take the phone for repair.
We'll see how it goes, but clearly there should be a class action against LG. It is unacceptable that two huge companies (LG and Google) will shake their hands off of this issue with so many complaints. IANAL and I don't have the slightest clue on how to start a class action lawsuit against LG.

sbi1 said:
I had a similar, yet somewhat different experience.
I called the LG HQ in AL. Long story short, I was transferred to a Mobile Division Supervisor who is located in the Philippines. I received the same response (that LG US is not equipped to repair phones from other markets due to parts not being identical, etc) but his digging found that the H791 is a product of the UK and Australia.
He gave me the phone number for LG UK but I opted to open a case through www.lg.com/uk. The model was identified immediately, unlike the US site.
The only problem is - you need a physical address in the UK or Ireland, which I happen to have via a colleague who agreed to receive the phone and ship back to me if/when it is repaired and sent back by LG UK.
According to the response after opening the case, someone from LG will contact us to go through troubleshooting (the usual B.S.) and if unsuccessful they will take the phone for repair.
We'll see how it goes, but clearly there should be a class action against LG. It is unacceptable that two huge companies (LG and Google) will shake their hands off of this issue with so many complaints. IANAL and I don't have the slightest clue on how to start a class action lawsuit against LG.
Click to expand...
Click to collapse
hmmmm, that is very odd that the H791 in your case would be for UK, and mine would show up for Germany, this kind of confirmed my thoughts as there is a (DE) written on the box after the model number.
I am going to call the vendor here in a little as they have still not answered my emails and see if anyone picks up the phone.
If that does not work I will ping Groupon again, and finally if that does not work I am going to contact LG Germany. I have a friend stationed with the US Air Force in Stuttgart, maybe he can "lend" me his address

el_mariachi_4 said:
hmmmm, that is very odd that the H791 in your case would be for UK, and mine would show up for Germany, this kind of confirmed my thoughts as there is a (DE) written on the box after the model number.
I am going to call the vendor here in a little as they have still not answered my emails and see if anyone picks up the phone.
If that does not work I will ping Groupon again, and finally if that does not work I am going to contact LG Germany. I have a friend stationed with the US Air Force in Stuttgart, maybe he can "lend" me his address
Click to expand...
Click to collapse
So maybe it is indeed a fully international version that can be repaired in several countries. I just tried the German LG site and H791 was recognized there as well.
We bought ours on ebay, clearly there is no one to talk to on that channel [emoji20]
Sent from my ZTE A2017U using Tapatalk

sbi1 said:
So maybe it is indeed a fully international version that can be repaired in several countries. I just tried the German LG site and H791 was recognized there as well.
We bought ours on ebay, clearly there is no one to talk to on that channel [emoji20]
Sent from my ZTE A2017U using Tapatalk
Click to expand...
Click to collapse
do you remember who you spoke to at LG?
maybe I can talk to them as well. Everytime I call I hit a brick wall with any of the customer service people that I have interacted with.
I bought my mother a 5x to replace her broken iphone from ebay, so I am going to cross that bridge as well...

I called the HQ number in Huntsville AL, 256-772-8860. It was around 12:30 pm local time and apparently the receptionist was at lunch so a guy name James Wosinsky (not sure if the spelling is correct) who identified himself as the security supervisor picked up. He was very helpful and understanding and offered an option to escalate the situation. He then transferred the call to the supervisor in the mobile division.
Hope this helps.
Sent from my ZTE A2017U using Tapatalk

sbi1 said:
I called the HQ number in Huntsville AL, 256-772-8860. It was around 12:30 pm local time and apparently the receptionist was at lunch so a guy name James Wosinsky (not sure if the spelling is correct) who identified himself as the security supervisor picked up. He was very helpful and understanding and offered an option to escalate the situation. He then transferred the call to the supervisor in the mobile division.
Hope this helps.
Sent from my ZTE A2017U using Tapatalk
Click to expand...
Click to collapse
Yes that helps alot!
a name and title is always helpful

Just an update, but I called and finally got someone on the phone at Metro Business systems, that is the company that was behind my particular Groupon 5X.
After being transferred around, I finally got in touch with a guy who sent an email (and cc'd me) to the sales rep for Groupon. fingers crossed.

Update:
Metro Business systems, will not honor their warranty on the 5X, they instead want to sell me an iphone at a "discounted" price...
I found their CEOs email and I am going to CC him, and I will be contacting the Better Business Bureau

Update:
Still no answer from the CEO, got an email from the BBB, but still nothing from Metro. I contacted Groupon and said that it is terrible customer service that they allow a company like this to sell through their website and then not help the customers when sellers become unresponsive.
So I started searching and because Metro is not honoring their warranty this is considered a breach of warranty. AND I can now get the Federal Trade Commission involved. Which I did.
(FYI, read the book, The Art of Complaining Effectively)

UPDATE: VICTORY!
After really leaning on the Groupon customer service and alerting them to the FTC inquiry into their warranty policy and Metro's I have received a full refund!
Good on groupon

1-year Free replacement warranty is a fraud and the customer service is really bad

This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I felt very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get HTC attention and hope they will learn when people start taking action on them.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.

HTC has two ways of doing exchanges, one is where you send the phone back and get a new one. Second is they send you the phone under the pretense that you place a hold on your credit card and send them the old phone after you get the new one.
I also had a big issue with HTC, they took over 3 months to send me a new phone (although they did place a hold on my account the same day i filed a claim)
Eventually I did get my phone back. They claimed that the reason it took so long was because they were moving their repair center to Texas, and soon after a hurricane hit Texas, which delayed the process even more.
I agree, they take way too long
yungyeh said:
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I feel very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get your attention and hope you will learn when people start taking action on you.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
Click to expand...
Click to collapse

Took 5 months for me. They prematurely charged my card instead after having my card on hold for 3 months. Since I haven't received the phone and they already billed me (it actually posted instead of pending), I wasn't going to be paying it on my credit card bill, it was an easy charge back win. I got my money back, I finally got a new refurbished phone 2 months after. Since I got my money back, I closed my card and felt no longer obligated to send my old phone back. Never going back to HTC devices. Moved on to Samsung, which isn't any better in terms of warranty, but it's not any worse.

Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?

yungyeh said:
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
Click to expand...
Click to collapse
I won, I got a free phone from them. All I had to do was make a call to my credit card provider. They took care of it all for me.