On January 12 th we followed instructions from the HTC repair line for new phones and confidently sent our HTC Surround phone to be repaired under warranty. We followed the instructions given and it’s been over 4 months that we have been calling faithfully each week looking for our phone.
The company has insisted from January that we did not send the phone at all even though the tracking number showed it had been delivered on Jan 14th a Saturday to given and correct address and put into the security guard’s hand along with many other phones. After four months and a lot of help from the PO they are finally admitting they have had the phone the whole time. However, I now believe there is a possibility of foul play and it could be organized.
Especially the way we are treated over the months by the employees of HTC, the supervisors have not called back except one time to tell us they were charging us money for our experience and would not give back the phone. We have told them to send the phone back and now all of a sudden they are claiming the serial numbers don’t match, although we still have the new box with the paperwork and all serial numbers on it. Where is our phone?
Were they hoping we wold just give up and go away? Did they resell it? Did they lose it? Were they hoping we would collect the insurance when they claimed it wasn’t sent for months before we proved it through a witness 3rd party? WHERE”S OUR PHONE???? I have called California, tracked it to TX asked for justice and a return phone call there many times ..the repair call line thinks it’s funny…and the supervisors do not call back.
We have been paying the data plan faithfully each month with no phone which is adding up a well as the track phone we had to buy after two months just to have some thing to use.PLEASE HELP IF YOU CAN.
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HTC Phone returned w/ a new screen! This is now April 25th, just days after writing of the long experience we had with my son’s HTC phone (not receiving it for months-4 months since first calling). And today, I am glad to say, we received the phone fed-ex and the screen looks all fixed! We have not had a chance to charge it up and see if it works as perfectly as it did when we sent it in…but am assuming it will be a quality fix. The presentation of the returned phone was really nice too and they included a new buff cloth at no charge. So I suspect now that we have the phone back; our experience with a few of the employees and lack of follow through was an exceptional one and the missing phone was simply some kind of accident. Much better. Thank you for your help.