ComplaintsforHTC

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Vive Pro 2 at launch. Had to send it back 3 times for repair. first 2 times were for the *** breaking. 3rd was for buzzing headphones. it's now 4 months latter and the warranty has expired for by about 30 days and the *** has broken, again. I contact Vive customer support, but they want to charge me to fix it. this is clearly an issue that came up during the warranty period and Vive did not fix the root cause of the issue. Currently left with a broken headset. When the headset worked, I liked it. I would like to have a working headset but it seems this is something Vive is unable or unwilling to provide. Repair or replacement would be acceptable to me, but given the repeated hardware failures I think replacement of the headset and all accessories is in order as we don't know what component may be causing it to fail.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an HTC, top-of-the-line PRO EYE 2 VR headset. The cable that connects the headset to the computer has failed 4 times in a year. I have had to pay for 3 replacements and now the headset has failed. I can't get HTC to cover any of this under warranty and I have no recourse.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a game of VR from HTC ******** the game did not download correctly, now the company will not refund my money Here is the email, ******************* (******** ***********)Jul 5, 2022, 15:38 GMT+8 Hi Blackpb7960,Thank you for reaching out to ********. This is ***** from ******** Customer Experience.According to our backend system, you have played the title "Twilight Path" for 52 mins in total.So due to our refund policy and our terms of use, we cannot provide any refund in your case.Thank you for your understanding. Sincerely,***** ******** *********** I asked for proof that I played the game 52 mins, but they will not give me proof

• Initial Complaint

  07/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product and returned it waited 30 calendar days still nothing they say "we will escalate the process" but they went past there own waiting time I'm still waiting for my 905.44$ to get back but they request more time its been a month

  Business response

  07/23/2021

  The customer placed a pre-order for a Vive Pro 2 on 05/11/2021,which got shipped on 06/04/2021 (as the device was officially released on06/05/2021 but pre-orders shipped first). The customer contacted us on 6/6 via chatto return the device, making use of our buyers remorse policy. Then weprovided a shipping label and the device was delivered back at our warehouse on6/17/2021. As this was purchased via PayPal, the refund takes up to 30 calendardays. Then the customer contacted us back on 7/18/2021 to report that he ****** been refunded yet. We escalated the case to our HTC ******* Corporate Officeto investigate and speed up the process and the customer was successfullyrefunded on 7/21/2021 in the amount of $905.44.

• Initial Complaint

  07/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre-order item from this business a few months ago. Things changed and the item was no longer needed. A few weeks later I got an email saying that they charged my bank account $801.43 dollars from this business. I communicated to them that the order needed to be canceled and they reply me to refuse to receive the item, that the shipment required signature at the delivery location. I asked them not to sent it, I called ***** and asked the shipment to be send back to sender and they said to just refuse to sign when the item get to my door. The item was received by this company in June 11, it has been about 5 weeks since they received the item but they never refunded me.This week I tried to pay credit card bills but got multiple overdraft fees and also a decrease on my credit score because my bank removed $801.43 dollars. The bank stated that the transaction with HTC was completed and this business deserved to have my money. The proof of item was sent to HTC is attached to this note.

  Business response

  07/22/2021

  The customer placed a pre-order for a Vive Pro 2 on 05/11/2021,which got shipped on 06/04/2021 (as the device was officially released on06/05/2021 but pre-orders shipped first). The customer contacted us on 6/3 viaemail to request a cancellation on the order, however, the device had already beenshipped by the time we answered the email, so we advised the customer to refusethe package in order to receive a refund within the next 10 business days fromthe moment we acknowledge the returned package at our warehouse (delivered backon 6/11/2021), according to our policy. Then the customer contacted us back on7/15/2021 to report that he had not been refunded yet. We escalated the case toour HTC ******* **************** to investigate and speed up the process andthe credit card was successfully refunded on 7/21/2021 in the amount of $801.43.

• Initial Complaint

  07/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My HTC U11's battery randomly expanded or "puffed out" recently. I contacted HTC to see what my options were, as this battery catastrophically failed, and became a fire hazard.They said my only option was to send in my entire cell phone to HTC headquarters in ******. They said this would take a minimum of 8 weeks to get my phone back. I had the battery professionally replaced, and HTC now started saying my phone may have been tampered with, and I would still have to send the phone in, along with the defective and dangerous old battery. This isn't acceptable, I can't be without my phone for 8 weeks.This isn't fair, my battery is nearly ready to explode and catch fire. I have it in a metal fire resistant safe at the moment. Of all of the devices I've owned, this is the first time I've had a battery do this. HTC is refusing to take action the prevent this from happening in the future.

  Business response

  07/21/2021

  The customer contacted us on7/2/2021 stating that his HTC U11s battery had expanded and the back wascoming off the phone. He was afraid that it would catch on fire. The case wastransferred to our ************************ We sent a questionnaire to beanswered by the customer and offered to perform an inspection of the phone toprovide a resolution, according to the inspection results. The customerexplained the whole situation, also expecting a new phone from HTC, as he couldnot ship the defective phone until he received a new one. We explained that weneeded to inspect the device prior to providing a resolution. Therefore, hecould look for a loaner phone while the faulty phone was being inspected. Thecustomer then replied that he could not be without a phone for so long andoffered to ship only the defective battery, as he stated that it wasprofessionally replaced. We were not aware that the device had already beenrepaired, so we asked for additional pictures showing the current state of thephone and the replaced faulty battery. The customer sent the pictures and wediscussed internally if such inspection was viable. We finally decided that afull inspection of the device (phone and battery) was necessary in order to getvalid and reliable results. The customer was informed and he did not agree,stating that he needed a phone and that he could not be without a phone for solong. We explained once again that we definitely needed to inspect the wholedevice in order to fully understand what happened to the device and proceed accordingly. The customerdid not agree and stated that he would seek for legal advice. Therefore, we provided HTC's **************** P.O. Box for him to send a formal complaint about this process.

  Customer response

  07/21/2021

   
  Complaint: 15650842
  
  I am rejecting this response because:

   

  HTC demanded that I sent my phone to their headquarters in ******, and stated it would take a minimum of 8 weeks for me to get my phone back.

  HTC did not attempt to resolve this by providing a loaner phone, or by replacing the clearly dangerous phone.

  
  
  Sincerely,
  
  *********************

  Business response

  07/28/2021

  When the customer claimed that he would seek legal counsel, he was escalated to our **************** Manage in the ********************** ******* ***************** We explained that the battery swelling is usually happening due to aging or if the device was exposed to water or extreme temperatures, etc. It is a safety feature that prevents further damage. We also explained that we are not able to provide a replacement device, as this model is out of warranty and is no longer manufactured. Therefore, we are not able to provide a retroactive refund without a full inspection of the device with original parts. We told the customer that the inspection would show if the device had a manufacturer's defect. In that case, a refund would be available. If no manufacturer's defect is found and the results show customer-induced damage, the device would be returned to him and no refund would be issued.
  The customer is asking for a loaner phone, however, we do not have the policy to provide one while a device is being repaired or inspected.

  Customer response

  08/02/2021

   
  Complaint: 15650842
  
  I am rejecting this response because: The business has failed to provide a good resolution.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩