Sadly, I am returning my U11 to HTC

[kgbkny]

In order to light an additional fire under HTC's a**, I also filed a BBB complaint. By the way, HTC has a BBB rating of F.

 

[SkypilotOfHope]

Mr refund finally came through and the funds are back in my acct. Jist under four weeks from when my phone was delivered to the return centre. After 2.5 weeks, I called HTC and my concern was escalated. I never did hear back from anyone in escalations.

 

[bhatech]

Mr refund finally came through and the funds are back in my acct. Jist under four weeks from when my phone was delivered to the return centre. After 2.5 weeks, I called HTC and my concern was escalated. I never did hear back from anyone in escalations.

Congrats looks like I'm the only left

I'll call them up again tomorrow

 

[kgbkny]

Congrats looks like I'm the only left

I'll call them up again tomorrow

I'm still waiting as well. No response yet from HTC to my PayPal claim, but I'm not worried about that, since they have 10 days to respond and the clock is ticking.

UPDATE: Just got an e-mail from the BBB, informing me that my complaint has been forwarded to HTC for their response. Here's to hoping it'll get them moving.

 

[bhatech]

Got a call from HTC escalation team again, last I spoke to them was last Thursday when they said it'll be processed in 1 to 2 days. She said the request was sent to head office but they haven't processed the request still. She is trying to follow up and asked again 1 to 2 days *

 

[Wildo6882]

I returned one to them that they received on July 3rd. I have nothing yet. So I filed a complaint through PayPal after sending HTC an email that went unnoticed. This is insane. HTC lost my business for good with this.

 

[kgbkny]

I swear, the situation surrounding refunds has become so ridiculous, I wish I was a Reddit member, as I would have started a thread there dedicated to this debacle.

Here's the latest update and it sounds awfully similar to yours, bhatech. I also just received a call from the HTC escalation team (my original case rep), who informed me that HTC attempted to issue a refund, but it failed. Of course, she apologized profusely and stated that she reached out to the head office to have them reprocess the refund, but hasn't heard back from them yet. I thanked her for reaching out to me, but also made it very clear that it's absolutely unacceptable for HTC to drag customers along like this. The case rep apologized again and promised to contact me again as soon as she has an update.

I don't buy the "refund failed" excuse for a second. Issuing a refund via PayPal is as simple as clicking a button. I'm glad I filed a dispute with PayPal and a complaint with the BBB, as dealing with HTC's customer service and escalation teams has proven to be nothing more than an exercise in futility. After this, HTC has lost my business as well.

 

[JoshDunc]

Super glad that I did not purchase the HTC U11 now. Not saying I would have returned it but seeing how their customer service is has definitely turned me off of any of their future products.

 

[jamezr]

ARGH......i just stared my return process. Now after reading this thread i am not feeling too good about it.

 

[sangs]

Awful lot of returns for a camera (Edit: I meant phone, not camera) everybody originally "loved."

 

[SkypilotOfHope]

Awful lot of returns for a camera everybody originally "loved."

For me, it was a defective USB-C connection and something wrong with the audio quality on phone calls. Camera worked perfectly!

The other variable is the guaranteed 30-day return window with no questions asked.

Despite a flawed returns process, I'm rocking the Solar Red U-11.

 

[Quikstep]

Thanks for all of your stories. I think my takeaway from this is that I won't buy directly from them through digital River in the future, and will go through Amazon, which has always been great for me with returns when needed.

 

[jamezr]

Awful lot of returns for a camera everybody originally "loved."

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.

 

[kgbkny]

Just got a call from an unknown number, so I let it go to my voicemail. It was a representative from HTC, calling in response to my BBB complaint. He stated that he submitted "all the necessary documentation to HTC's highest department" and that "there is some issue that PayPal is having with the refunding of the money." He also mentioned that everything has been escalated with PayPal as well and that he will personally oversee the refund process and that my refund is processed properly. In light of what's been going on, I will remain skeptical and will believe it when I see the refund in my account. However, it seems that filing a BBB complaint certainly got them moving very quickly.

 

[bhatech]

Email from HTC below after BBB complaint

Good evening #### and thank you so much for contacting HTC

My name is #### and I belong to HTC Priority One department. I am sending this email regarding the Better Business Bureau complain #### related to the refund process #### and the order number ####.

I understand how difficult this situation is for you but I have been assigned directly by HTC corporate office in order to assist you in the best possible way.

According to the information I have received the refund process is almost completed and you will be able to verify it during the next 24 hours.

As soon as the transaction is completed I will let you know.

In case you have any question or concern just reply this email and I will be more than glad to assist you

Thank you so much again and I hope you have a nice evening

 

[bhatech]

And just got refunded. Finally after a month, multiple follow ups/escalations, eventually BBB complaint lit up HTC's ***.

 

[JoshDunc]

And just got refunded. Finally after a month, multiple follow ups/escalations, eventually BBB complaint lit up HTC's ***.

BBB seems to always work. It's unfortunate that it comes to that though.

 

[kgbkny]

Those who have finally received refunds, did any of you use the 18 month financing through PayPal? I'm extremely curious what the issue with PayPal is that HTC is claiming.

 

[bhatech]

Those who have finally received refunds, did any of you use the 18 month financing through PayPal? I'm extremely curious what the issue with PayPal is that HTC is claiming.

I had used PayPal credit, not sure why it'll be an issue with PayPal. I think they are just buying time for whatever reason.

The reason is after BBB complaint they are able to refund immediately but until then not? Seems sketchy on them claiming it's issue with PayPal.

 

[kgbkny]

It definitely seems like something sketchy is going on at HTC/Digital River. First, the rep from the escalation department states that the refund failed after HTC tried to issue it, then the person who responded to the BBB complaint flat-out blamed the problem on PayPal. The whole thing just sounds incredibly shady. Also, in his voicemail, the responder to the BBB complaint stated that he will follow up with an e-mail and another phone call and, of course, I haven't received either. Why do I have a feeling that I'll have to escalate my PayPal dispute into a claim after the 10 day timeframe expires?