Sadly, I am returning my U11 to HTC

[kgbkny]

I was also promised to receive a follow up call by July 14, but that never happened. I've just sent a very firm e-mail to the Digital River PayPal support and requested a response confirming that my refund has been processed and the date on which it will be posted to my account, stating that I will file a dispute with PayPal if I don't receive a response within 24 hours. I've waited this long, what's another day?

Ironically, I returned an LG Watch Sport to Google at around the same time and received a refund within 2 days. Digital River's behavior is inexcusable and I'm holding HTC equally as responsible, as they are enabling their actions.

 

[anon(10185658)]

Weird to hear about the refunding issues. I got mine in less than a week. Why is it that any time Digital River is involved, there are issues like this?

 

[SkypilotOfHope]

I was also promised to receive a follow up call by July 14, but that never happened. I've just sent a very firm e-mail to the Digital River PayPal support and requested a response confirming that my refund has been processed and the date on which it will be posted to my account, stating that I will file a dispute with PayPal if I don't receive a response within 24 hours. I've waited this long, what's another day?

Ironically, I returned an LG Watch Sport to Google at around the same time and received a refund within 2 days. Digital River's behavior is inexcusable and I'm holding HTC equally as responsible, as they are enabling their actions.

I was informed I would receive a call within 48 hrs.; that was last Monday!

It's such a flawed returns process and very infuriating as we have few options but to sit and wait...

 

[Gunnyman]

Digital river has had my return for a week. The status still says pending return despite me calling 4 days ago and verifying with the csr they had the phone. I'm calling them tomorrow and probably going to call chase and get the ball rolling on a chargeback if I don't get anywhere

 

[kgbkny]

I am giving HTC/Digital River until 12 noon tomorrow to either post my refund or respond to the e-mail communication that I sent earlier today. If neither happens, I will file a dispute with PayPal. Unfortunately, I don't believe a word of what Jenny from the escalation department told me this morning and feel more confident letting PayPal handle it.

 

[SkypilotOfHope]

Update. Just received an email from HTC: "A refund has been initiated.." The website still says Quantity Pending Return: 1 but that may not mean anything.

Three weeks + two days since my returned phone arrived at the return centre. Will post when the funds have transferred.

 

[bhatech]

Update. Just received an email from HTC: "A refund has been initiated.." The website still says Quantity Pending Return: 1 but that may not mean anything.

Three weeks + two days since my returned phone arrived at the return centre. Will post when the funds have transferred.

Congrats still nothing here, this coming Saturday it'll be one month from the time the phone was returned back to HTC. Honestly, I'm sad than I gave them business again by buying the solar red from them. If I knew they deal like this would have spoken with my wallet.

 

[kgbkny]

To my surprise, I have just received an e-mail response from Digital River and it's as ludicrous as I have come to expect. Now, keep in mind that the e-mail address (htc.paypal.support [at] digitalriver [dot] com) was listed in the PayPal transaction receipt as the customer service contact e-mail. PayPal even goes so far as to suggest reaching out to the vendor at that e-mail address to attempt to resolve issues before resorting to filing a dispute. Here's the full text of the response I received:

"Dear XXXXXX,

Unfortunately, we do not handle the customer service for HTC. Please
contact them directly with your request through one of the following
methods:

Customer Service Phone: 1-888-216-4736
Customer Service Email: onlinestorecs [at] htc.com
Customer Service URL: http://store.digitalriver.com/store/htcus/help

We apologize for the inconvenience.

Sincerely,
Francis M.
Customer Service
Digital River, Inc.
Email ID: 33846731"

This was the straw that broke the camel's back. I'm filing a PayPal dispute right now.

 

[SkypilotOfHope]

Second email from HTC today: product received, refund generated. "Please allow 5-7 business days..."

If it takes up to 7 business days, that will be the 27th. My order was delivered back to them on the 23rd of June. These guys appear to be in no hurry at all to expedite customer refunds!

 

[JoshDunc]

Second email from HTC today: product received, refund generated. "Please allow 5-7 business days..."

If it takes up to 7 business days, that will be the 27th. My order was delivered back to them on the 23rd of June. These guys appear to be in no hurry at all to expedite customer refunds!

Exactly why I go through carriers as much as I hate bloatware and slow updates. If I have an issue, I walk in and get it fixed versus having to email and call.

 

[kgbkny]

Exactly why I go through carriers as much as I hate bloatware and slow updates. If I have an issue, I walk in and get it fixed versus having to email and call.

Unfortunately, for those who want this specific phone and are not on Sprint, it's not an option.

 

[JoshDunc]

Unfortunately, for those who want this specific phone and are not on Sprint, it's not an option.

Yup. It is unfortunate.

 

[bhatech]

Exactly why I go through carriers as much as I hate bloatware and slow updates. If I have an issue, I walk in and get it fixed versus having to email and call.

Never had issues returning anything on Amazon or even best buy. It's just HTC with digital river that sucks, those who bought U11 from Amazon did a good thing. So there are options not have carrier version and good customer service

 

[kgbkny]

Never had issues returning anything on Amazon or even best buy. It's just HTC with digital river that sucks, those who bought U11 from Amazon did a good thing. So there are options not have carrier version and good customer service

Same here. As I've mentioned earlier, I returned an LG smartwatch to Google and the refund was posted to my account in 2 days. Considering that Google's supply chain issues are legendary (Pixel, anyone?), I got my money back promptly. Oh well, PayPal has already reached out to HTC, immediately after I completed the dispute submission. HTC has 10 days to respond.

 

[bhatech]

Same here. As I've mentioned earlier, I returned an LG smartwatch to Google and the refund was posted to my account in 2 days. Considering that Google's supply chain issues are legendary (Pixel, anyone?), I got my money back promptly. Oh well, PayPal has already reached out to HTC, immediately after I completed the dispute submission. HTC has 10 days to respond.

Let us know how your PayPal dispute resolution goes, might have to do the same.

 

[Mathrania]

Amazon is best. If you force them, they refund for international shipping as well, without asking for a proof of payment, they just trust what you say and refund. They refunded the import fees and taxes paid in Canada. What more can you expect?

 

[eao1991]

Same here escalation ticket was created 10 days ago and got a call on Thursday from escalation team saying that they will process the refund within 1 or 2 days. I'll give them time till Tuesday before filling complaint with BBB and opening a case with PayPal.

Phone was delivered to them on June 22nd with signature confirmation, all the details like RMA#, order number details in the package. It's crazy that it's close to a month and they are still fooling around.

I had to go the BBB route. I would've disputed with my credit card, but I was saving that as a last resort. HTC got my return on June 24. The site mentioned 5-7 business days for a refund to process, so I waited. Time passed and I contacted support via email to check on it. The rep came back to me saying it's a 7-10 business day process. After a couple more emails and with the 10th business day coming and going (last week), I contacted the BBB.

I was quite impressed that I got a call from HTC the same day the BBB stated they passed my complaint over to them. They escalated my return and it went by quick after that. The refund was processed by this past weekend.

 

[bhatech]

I had to go the BBB route. I would've disputed with my credit card, but I was saving that as a last resort. HTC got my return on June 24. The site mentioned 5-7 business days for a refund to process, so I waited. Time passed and I contacted support via email to check on it. The rep came back to me saying it's a 7-10 business day process. After a couple more emails and with the 10th business day coming and going (last week), I contacted the BBB.

I was quite impressed that I got a call from HTC the same day the BBB stated they passed my complaint over to them. They escalated my return and it went by quick after that. The refund was processed by this past weekend.

Thanks will file a complaint tonight, never seen a costumer care suck so bad.

 

[JoshDunc]

BBB complaints actually get businesses to get it in gear. I had to file one on Verizon and got a call from Executive Relations the next day. All in all, they got things fixed....QUICK.

 

[bhatech]

Thanks just logged the complaint, let's see how it goes