[One (M7) Q&A, Help & Troubleshooting] roddowdell:
I would love advice on escalating this with HTC but I've hit a brick wall with their "escalations department"

History:

I've been a huge fan of HTC since the Nexus One

then Incredible

Thunderbolt

Rezound

DNA

One Dev Edition

I pre-ordered a One and received it without the cases I purchased in the same order.

After a couple of days dropped the One on a wood floor. *Usable but screen is cracked. *Completely my fault. * Called HTC and sent it in. Bill was to be $180 plus my shipping to them.

*I was told I would receive my phone back within 3 days of them receiving it. HTC Repair received it on 5/1/13. *On 5/6/13 I started to contact them since I had not heard back.

1-888-354-2375*- Phone customer service

15931135 order #

Ticket #:*13USC180001610

$180 to replace screen

1ZET02490799468921 UPS tracking number when I sent it to htc 2nd day air.

Delivered On:

Wednesday, *05/01/2013 at*10:07 A.M.

Left At:

Office

Signed By:

CASERES

5/6/13 no status on phone, I need to call back 5/7 if I don't hear. *They are escalating. *Melanie

now says 7-10 business days but our phone is not even logged in to their system as received yet.

5/7/13 45 minute call- Josh escalated- booked in- still not marked received

RMA (Phone and Accessories) escalations closed. *Other escalations team doesn't handle that.

chose preferred time for call back from them. *His screen shows successfully escalated.

open 8am-8pm

Rob- supervisor of call center

Isaiah booked in and received should change to scanned in. told me how to track it online

5/8/13 Gabby said rma will email me today.

Janet supervisor- will be receiving email today

RMA escalation closes at 9pm canada east coast time

all usa phones get scanned at the same center

40 minutes

5/8/13 HTC guy took off after connecting me to RMA. *Did not ask or say he just said "Juan is on the line with him" and bolted

Juan with RMA

IT department is waiting for part to be entered into their system

try to recommend not sending two day air

phone is not in system yet

can't tell me a date

3-5 days to get shipped out

29 more minutes

5/8/13 12:56pm received email from Juan telling me to call HTC

5/8/13 1:43pm Brandon at HTC phone cust service

read me my notes and told me a supervisor couldn't help me. *I told him he shouldn't decide that for his supervisor.

Megan- escalations supervisor- will take it over personally

will call me back within 3 hours

5/8/13 4:18pm Megan called me back- they will cover the repair as warranty due to my trouble. *I told her about bad pixel and fit problems.

506-694-4200 # is no good

5/8/13 5:24pm Isaiah called me back to tell me they entered it.

716-871-6400 # is no good

5/8/13 7:20pm I ran my visa in their web form for $180 to keep the repair going.

5/9/13 3:30pm no contact from HTC so I tried to call Megan back

got Jeff in regular phone support. *Megan's stuff is there but he thinks she is at lunch so he will send her an email

5/9/13 4:00pm Megan called back

She will reach me by 11am her time on Friday with a better plan because repair could not give her a date.

5/10/13 11am-ish Megan called back. Phone will ship back to me today and she will email me tracking number. They credited me back the $180.

5/10/13 No word from Megan. *HTC site still shows phone being repaired not shipped. *not sure on charge

5/11/13 Still in repair

5/12/13 still in repair

5/13/13 18 minutes still in repair and no call/email from Megan*

I called Tennessee office (got Mike) somehow- he didn't know who she was but he is trying to reach the canadian office. *He said that I can't decide which office receives my call.*

He reached RMA tier 2 but said they left for the day.

as of 5/10/13 Right now it is on hold for materials he said

Marybell HTC escalations dept emailed Megan about not following up with me

Does not show the $180 credited.

5/14/13 *1:45pm 9 minutes Ryan in Canada is looking for Megan. *He found her in a meeting. *She asked him to email her *my details and he will create a ticket.

5/14/13 4:30pm Megan called me back. *Now they are waiting for the bezel. I'm not sure why because it was just supposed to be the screen or glass for the screen. *She could not give me a date other than to say it takes a while to get the parts. *No stock on dev edition so they can't give me another one. *I asked for an AT&T model since I could still unlock the bootloader. *She will look into it and get back to me on Wednesday. *No real explanation of why she did not reach me back. *She claims she did not forget about me.