Returned for a Refund

[rickms80]

So my device came in with a defective speaker. So I called HTC Customer Care yesterday to setup up what I thought was an exchange. Turns out I called the wrong number and basically setup a warranty swap, or what they called an advanced exchange. They were only sending me a "like new" phone with out any of the accessories, sim tray, or SD card tray. UMM No... I bought a new phone, I want a new phone. So my bad... I called them and canceled that swap. In my defense, the wording for the numbers listed for Customer Care and HTC.com orders is a bit confusing at first glance. Go have a look. https://store.digitalriver.com/DRHM...=htcus&Locale=en_US&ThemeID=38736100&Env=BASE

I then called the correct number which handles the htc.com retail and asked to exchange the phone. I was given two options. I could setup a refund or setup this advanced exchange. I asked how does the advanced exchange work. It's the same exchange method used in a warranty claim. They send you a "like new" phone without accessories, sim tray, or SD card tray. So I opted for a refund. Receiving a like new device to replace a 3 day old phone just wasn't acceptable to me.

So if you want a new in the box retail device to replace your device within the return window you'll have to request a refund and reorder the device online. I can't believe they can't just setup a refund and order another phone at zero cost like most other online retailers. I'm spoiled by likes Amazon and Google Store.

So no big deal? Yeah not really, but if you pre-ordered, you'll loose your $100 discount. That is if you're dead set on not getting a "like new" device like me. I'll revisit purchasing the phone if they ever offer another discount.

Moral of the story is that if you want an exchange, or what I think is a true exchange, you'll have to request a refund then reorder yourself. Oh and call the correct number.

 

[Rukbat]

1. If you order from a brick and mortar carrier store, you can always explain what you want to the proper person - no problems with "wrong number for this".

2. I'm on a 2-1/2 year old refurb - no complaints.

 

[joewoo]

To be fair, I believe it's digital river and not HTC

 

[Eclipse2K]

Also, to be honest, I would bet that the "Like-New" is actually new. The phone just came out. I highly doubt there are refurbished HTC 10 floating around. But I'm with you and I'd order a new one to be sure.

 

[James E1]

If you use code HTC1011 it still works for the $100 discount. Don't know for how much longer.

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