Sadly, I am returning my U11 to HTC

[Stevenmc8602]

Not saying it is PayPal fault but the fact that no one here is even considering it an option and just straight out blaming HTC even though it could've really been out of their control...

With that being said I'm glad everyone is getting taken care of... It sucks whenever anyone feels like they are getting the run-around.

 

[bhatech]

Not saying it is PayPal fault but the fact that no one here is even considering it an option and just straight out blaming HTC even though it could've really been out of their control...

With that being said I'm glad everyone is getting taken care of... It sucks whenever anyone feels like they are getting the run-around.

As a company you take care of your customers, not giving run around for a month. I don't care who is at fault here but we bought the phone from HTC and they have to do hell lot better than they did here. It's not one off instance, many of them are facing issue. Also, they hadn't even started trying to refund until you call them, escalate and complain. Bottom line they deserve all the blame, worst ever costumer care I have encountered.

 

[sangs]

Wow why the negativity? I am returning because I just don't like the phone overall. Love the camera...not liking the overall user experience.

I meant to type "phone" not "camera," so that brain fart is on me. My bad.

 

[kgbkny]

As a company you take care of your customers, not giving run around for a month. I don't care who is at fault here but we bought the phone from HTC and they have to do hell lot better than they did here. It's not one off instance, many of them are facing issue. Also, they hadn't even started trying to refund until you call them, escalate and complain. Bottom line they deserve all the blame, worst ever costumer care I have encountered.

Spot on assessment. Our transactions were conducted with HTC/Digital River. PayPal was just an intermediary. Also, didn't HTC try to blame Verizon when it was discovered that the U11 was not fully compatible with their network, like they initially claimed it was? It just seems like HTC is trying to deflect the blame a bit too frequently.

 

[Mathrania]

Sorry, what is BBB?

 

[jamezr]

Sorry, what is BBB?

It is the Better Business Bureau

https://www.bbb.org/

 

[Habiib]

HTC's customer service is atrocious, based on what I've been reading thus far. It's almost like they're running an adhoc customer service division where no one is really in charge or has complete control over the operation. Now I wonder how others have faired in this same instance of obtaining refunds.

 

[kgbkny]

Here's another progress update - I swear, you really can't make this crap up!

I decided to make a follow-up call to HTC and request to speak to the representative from the Priority One team who responded to my BBB complaint. He was very responsive and courteous, but kept blaming PayPal for the refund processing issue. He mentioned that my case is being worked on right now and put me on hold to get an update. When he came back on the line, he said that my case was bumped to the top of the escalation queue (apparently, there are many others waiting) and they should have a resolution within two business days. Again, I'll believe it when I see it.

 

[bhatech]

Here's another progress update - I swear, you really can't make this crap up!

I decided to make a follow-up call to HTC and request to speak to the representative from the Priority One team who responded to my BBB complaint. He was very responsive and courteous, but kept blaming PayPal for the refund processing issue. He mentioned that my case is being worked on right now and put me on hold to get an update. When he came back on the line, he said that my case was bumped to the top of the escalation queue (apparently, there are many others waiting) and they should have a resolution within two business days. Again, I'll believe it when I see it.

Ahh sorry man, hope they resolve yours soon too. I know how it feels to keep following up on this. Sucks.

 

[SkypilotOfHope]

Here's another progress update - I swear, you really can't make this crap up!

I decided to make a follow-up call to HTC and request to speak to the representative from the Priority One team who responded to my BBB complaint. He was very responsive and courteous, but kept blaming PayPal for the refund processing issue. He mentioned that my case is being worked on right now and put me on hold to get an update. When he came back on the line, he said that my case was bumped to the top of the escalation queue (apparently, there are many others waiting) and they should have a resolution within two business days. Again, I'll believe it when I see it.

I got mine and you will get yours too but what a mess! Talk about the right hand having zero idea, re left hand. Sheesh!

 

[kgbkny]

Oh, I'm definitely going to get my money back one way or the next, whether HTC decides to get their rear ends in gear or through the PayPal claim. If it really was a PayPal issue, the correct way for HTC to handle this would have been to reach out to me and let me know, not pretend that it didn't happen. One way or the next, I now know not to do business with HTC or any vendor who uses Digital River in the future. This was hands down the worst customer service I've ever experienced.

 

[Stevenmc8602]

If it really was a PayPal issue, the correct way for HTC to handle this would have been to reach out to me and let me know, not pretend that it didn't happen.

This I agree with...I don't understand why companies don't just keep their customers in the know, it won't alleviate the problems but it'll help a lot of ppl be more patient

 

[James E1]

Oh, I'm definitely going to get my money back one way or the next, whether HTC decides to get their rear ends in gear or through the PayPal claim. If it really was a PayPal issue, the correct way for HTC to handle this would have been to reach out to me and let me know, not pretend that it didn't happen. One way or the next, I now know not to do business with HTC or any vendor who uses Digital River in the future. This was hands down the worst customer service I've ever experienced.

Just asking. I read somewhere that Samsung uses digital rivers also. Does anyone know if this is correct?

 

[kgbkny]

Just asking. I read somewhere that Samsung uses digital rivers also. Does anyone know if this is correct?

I heard that too, although I recently ordered an unlocked Galaxy S8 for my wife and it shipped from Ingram Micro. I ordered it prior to the debacle with my U11 refund, otherwise, with the possibility of it being handled by Digital River, I probably would have opted not to place that order.

 

[bhatech]

Just asking. I read somewhere that Samsung uses digital rivers also. Does anyone know if this is correct?

Yes they are little better when they deal with Samsung orders, probably Samsung is a bigger costumer and may have better support people there. But still bad there as well.

 

[Mathrania]

Post on social media as well, tagging htc

 

[swarlos]

That's awful all the hoops you guys have to had to jump through just to get a refund. How quick they are to take your money but oh when we request it back for whatever reason they take their sweet freaking time.

 

[kgbkny]

Another update - two business days have passed, no refund has been issued (surprise, surprise), so I decided to call HTC and request to speak to the Priority One rep in charge of my case. Although he was not at his desk, he called me back within 30 minutes and told me that he followed up on my case and was informed that the refund will be fully processed within 5-7 business days from the date that the escalation was submitted by the Priority One department, which was July 20. He proceeded to assure me that I will definitely have my refund by July 31, to which I responded that I have a hard time believing it, due to the fact that HTC has been giving me a new excuse and a different timeframe every time I call. Again, the rep apologized profusely and told me that he will follow up on my case on a daily basis. He also mentioned that he will formally respond to my BBB complaint, so it appears in BBB's case file, and will e-mail me the details of our conversation, to provide me with a record.

Meanwhile, it's been 7 days since I filed the PayPal dispute, with no response from HTC. I'm just biding my time for the next three remaining days, until I can escalate the dispute to a claim. At this point, whatever good will I once had toward HTC has been wiped out.

 

[kgbkny]

It seems like I'm the only one still stuck without a refund, so I figured I may as well post some new information for those who are considering doing business with HTC/Digital River. Below is the text of the e-mail that I received from the HTC Priority One rep after my last conversation with him.

"Hello XXX, Good morning.

This is XXX from HTC priority one department. First of all I hope you are having a magnificent Tuesday and that your week is starting on a really high note!

My name is XXX from HTC priority one department and I am the agent in charge of your case regarding the delayed refund process that you have currently open with us and pay-pal also for the BBB complaint that you placed. I had the pleasure of speaking with you regarding this situation, allow me to thank you for the information provided, your understanding, politeness and also to apologize for the inconvenience that you are experiencing at this moment. Please know that we are always working to improve our processes and guarantee your satisfaction with our products and service, however at this moment we are experiencing some delays on this process since pay-pal is having some issues processing the refunds.

Once I took possession of your case, I sent an email to make sure that this case takes priority over all others and it was placed on top of the list, just this morning when I came on shift I sent another email requesting updates on this case and I was advised that pay-pal is already aware of your case and the money should reflect back within 5 to 7 business days.

We don’t have visibility or receive notifications of when the money will be refunded, so you will be the first one to know so, what I will do for the rest of this week is to send emails requesting more updates just to ensure that this case is being handled as a top priority and most importantly that you receive your money back within the time stipulated, our first interaction was 7/21/2017 request was sent the same day if the process was started then or in the 22nd the seventh day will be between Monday and Tuesday of next week.

Please keep in mind that we are doing everything possible from our end, now we have to wait for pay-pal to cover theirs, if you happen to have any other question or concern please do not hesitate and reply to this email and I will set my wheels on motion for you right away.

Sincerely XXX. "

Considering that the 10 day PayPal dispute response timeframe ends tomorrow and HTC still hasn't responded, I decided to reach out to PayPal and spent half of my lunch break on the phone with them. The claims department rep informed me that there is nothing in my account that would prevent me from getting a refund and requested that I upload a screen cap of the e-mail from the HTC Priority One rep to a special PayPal upload link. He stayed on the phone with me and confirmed that the document was received on his side. After reading the text of the e-mail, he stated that he will escalate the case to their investigations department and I should have a resolution within 72 hours.

By the way, as you can see in the e-mail, HTC is aware that I have an active PayPal dispute against them. One can only guess why they haven't responded.

Meanwhile, today marks the beginning of the second month since HTC received my return. I don't know whether it's HTC or PayPal (or both) that's playing games, nor do I really care.

 

[anon(9785393)]

I am going to return the HTC u11
Great phone
But is it worth the money? For me no, the lack of the headphone jack is a big issue for my daily activities, including using wired headphones for phone calls.
While the included usb c headphones sound great....its proprietary --it won't work at all with anything else--including usb c tablets or laptops--so carrying multiple headphones and the 3.5 adapter is .....not worth it.

I could easily see myself getting it again in a few months if the price comes down. The battery life is very good...but getting a lg g6 for really cheap is a better deal until pixel 2 or something else comes out.

This is bothering me as well. I'm on the fence on the return. I have another few days to decide.