yashsingh1/xdaforums huggingface dataset:
[HTC 10 Guides, News, & Discussion] failedjedi:
Well, having left the thread when I got my phone, I'm back with an update. It took getting a manager, but I got them to refund my overnight shipping. In addition despite my order being cancelled-pending return, I decided to keep the phone. The manager was able to mark my order complete instead and within minutes I got the thank you email mentioning the gift.

So while HTC support sucks beyond suckage, if you get high up enough to someone who can help, they took care of everything right away.
[HTC 10 Guides, News, & Discussion] xoqes88:
I got mine in carbon grey. I would prefer the silver back but I don't like that combination with the white front that we have here in UK.

I just got the shipping email although I already have the phone in the hand.

You should get yours shipped soon if it isn't already on its way to you.
[HTC 10 Guides, News, & Discussion] blueadept1:
My Canadian pre-auth is gone too. I wonder why they pre authed but did not ship. Maybe Bell demanded more inventory and so HTC redirected it towards them.
[HTC 10 Guides, News, & Discussion] GottaStayFly:
I doubt it unless you ordered the silver color, because that gives them no right to not ship the carbon greys out... This situation is really pissing me off honestly at this point I'm almost better off just going to Bell and buying the damn thing unlocked for 899 even tho it's not in carbon grey.
[HTC 10 Guides, News, & Discussion] Cosalich:
Daily update for Canadians:

Despite being 'escalated' for two days, HTC/DR can't give me a date when the phone will ship.

FedEx also has nothing on file for my address.

Cancellation is apparently impossible at this stage, I have to refuse the package and wait weeks for them to process a refund.
[HTC 10 Guides, News, & Discussion] Giraff3:
So pretty much either way we're stuck waiting for the phone. This is going great so far.
[HTC 10 Guides, News, & Discussion] FearlessAZ:
Anyone know how long it is taking HTC to process refunds?
[HTC 10 Guides, News, & Discussion] arcane613:
At what stage? Pending fulfillment? You can make a cancellation request. Check findmyorder.com. When I look it up on HTC site, I don't get a cancellation button, but on findmyorder I do. It's odd as essentially they are the same, or very similar. Not sure if the cancellation button works as expected, but thought I'd mention it.

I ordered, but only on the 5th. Mine is pending fulfillment too (I'm Canadian, in Ontario, near Kingston). I'm not in any rush, so not cancelling. I have a S7 Edge anyway.. and a bad habit of getting bored of phones, and/or buying others for no justifiable reason..
[HTC 10 Guides, News, & Discussion] Phelgar:
So my 'stuck' paypal order that I called and cancelled last week was just charged to my card. What a **** show.
[HTC 10 Guides, News, & Discussion] blueadept1:
Call your credit card company and file a dispute.
[HTC 10 Guides, News, & Discussion] FearlessAZ:
Same here. My bank wont do anything because it is a pending transaction but they still pull my available money anyways. Put my account in the negative by $600. I called HTC and they confirmed I canceled it but an "error" still pushed the charge to my card. Now I have to wait until Monday or Tuesday at the earliest to get my refund. This is the type of **** I despise from HTC. I really wish I could talk to someone from HTC that cared but nobody in their call centers have a brain or know whats going on or care for that matter.
[HTC 10 Guides, News, & Discussion] Cosalich:
The supervisor I spoke with yesterday said that even if I cancel the phone will likely ship out and my card will be charged. If that's the case, it's a damned if you do, damned if you don't situation. At least this way I'll still be eligible for whatever the "gift" is that HTC has been hinting at in emails to people that have received their phones... if I ever receive my phone.
[HTC 10 Guides, News, & Discussion] kaiser_tytnii:
Not sure if Canadians are getting that "gift"... no one from canada has confirmed receiving that email... i am afraid
[HTC 10 Guides, News, & Discussion] Cosalich:
True, but I think we've only had two Canadians actually confirm receipt of their phone in the first place, and I know at least one never had his order status update so HTC probably doesn't even know he has it yet.

In the meantime I'm just waiting and fuming about being treated like a second-rate customer.
[HTC 10 Guides, News, & Discussion] Gr8man001:
Ordered on 05/03, received on 05/10, free gift email from HTC on 05/11. Carbon Grey unlocked, Not bad:)
[HTC 10 Guides, News, & Discussion] FerroFlux:
Yes, it appears that USA orders are getting priority, no matter when the order was placed.
[HTC 10 Guides, News, & Discussion] kaiser_tytnii:
well i am just going to light up the S7 tonight while waiting for this HTC drama to continue :silly:
[HTC 10 Guides, News, & Discussion] jbea007:
Do you know what that free gift would be? I got the same email.
[HTC 10 Guides, News, & Discussion] Gr8man001:
nah, HTC did not mention the nature of the gift except keep an eye for a small package in the mail.
[HTC 10 Guides, News, & Discussion] Chronzy:
I posted earlier in this thread about how HTC botched my opening day pre-order (cancelled for no apparent reason) and had to re-order on 05/02 and was told mid-may... received mine yesterday 05/10 which was a nice surprise and really liking the phone so far.

Just wanted to say I empathize with all the customer service/botched order complaints here and hope you guys get taken care of soon.

TIGHTEN UP HTC! Shoddy customer service can take you down, right when you're trying desperately to climb back up. Just look at how much of a black eye it is for Oneplus.
[HTC 10 Guides, News, & Discussion] Andy Lin:
I am in Calgary Canada. I placed my order on April 13th. My order status change to pending fulfillment over a week. Since I saw lots Canadian have the same issue, I decided to call HTC customer service. The lady from customer service told me that nothing wrong with my order. Pre-autharize my Credit card also no problem. My phone can be shipped when it is ready. Only problem is she also has no idea when I can get my phone! She said she only can tell my by end of May!

So I ask can I cancel my order? She said I can cancel it from the website. :(
[HTC 10 Guides, News, & Discussion] Giraff3:
Just going to get the same response over and over I guess. "You will receive an email in about 3 days...", then 3 days goes by and ask them again "Oh sorry to hear that, you will receive an email in 3 days". It's great hearing that over and over again so far.
[HTC 10 Guides, News, & Discussion] blueadept1:
Cancel your order from findmyorder.com.
[HTC 10 Guides, News, & Discussion] Cosalich:
I have been told 48 hours three times now. Maybe my watch and calendar are just fast.
[HTC 10 Guides, News, & Discussion] shankly1985:
The Gray/Black one
[HTC 10 Guides, News, & Discussion] ron31:
the only problem is if you dont have a bell mobile account they wont sell it to you i was just there
[HTC 10 Guides, News, & Discussion] FearlessAZ:
Just make sure you actually get the cancelation
[HTC 10 Guides, News, & Discussion] av911:
I pre-ordered, had to make a new order, they allegedly cancelled my pre-order, now my pre-order is about to ship. What happens if I reject delivery?
[HTC 10 Guides, News, & Discussion] kevyli85:
Do we get any google drive bonus with the HTC 10? I know 100GB was given in the past
[HTC 10 Guides, News, & Discussion] VolcanicSkunk:
I'm in the US and got the 100GB bonus.
[HTC 10 Guides, News, & Discussion] Chronzy:
Wow, what a cluster... It'll go to a FexEx ship center and sit there. Accept it and send it back if you want, but if you have the power to willingly ship back off a new HTC 10 in an unopened box, you're a stronger geek than I.

I'd probably take it and cancel the new order.

You need to get on the phone with those knuckleheads asap.
[HTC 10 Guides, News, & Discussion] FearlessAZ:
If you made 2 orders, cancel whichever one doesn't get there first. Definitely call HTC to verify because you will be getting charged for both

---------- Post added at 05:07 PM ---------- Previous post was at 05:06 PM ----------

I received it. Unlocked in the US
[HTC 10 Guides, News, & Discussion] Heisenberg420:
It's likely they'll come in the same delivery, (2 sperate boxes). This is what happened to me. I cancelled one, they shipped it anyway and told me to refuse delivery. One you refuse it, it will sit at a FedEx facility for a while, while they prepare to send it back to the shipper. Nothing to worry about as they'll refund you as long as it makes it back in 30 days
[HTC 10 Guides, News, & Discussion] blueadept1:
Day 7 of pending Fulfillment in Canada on Carbon Grey passed without a peep from HTC. They have redirected Twitter complaints to an unmanned email inbox in the US. All inquiries go unanswered. Meanwhile, it has been almost 2 weeks since the phone became available at Bell. I'm not sure what I am more pissed off about: (a) The lack of FIFO, (b) The horrible customer support and communication from HTC, (c) The horrible customer support and communication from Digital River, (d) The fact that HTC's preorder system doesn't seem to affect production volumes, (e) The fact that preordering is worse than walking into a store and buying it, (f) The fact that there is plenty of inventory in the US and seemingly none in Canada, or (g) the fact that no heads will roll because of this complete ****-up.
[HTC 10 Guides, News, & Discussion] FerroFlux:
I'm right there with you...same exact situation. Several calls to customer support including supervisors have all yielded the same result...sorry it will ship soon. They should have stated that preorders in Canada wouldn't ship until middle to late May (if then even). But I wouldn't worry, given the state of things heads may roll if HTC revenues don't pick up and they continue to bleed money.
[HTC 10 Guides, News, & Discussion] peetabread00:
Just called HTC Canada again to check on the order status. The lady had to check with the proper "htc support" team to get more detail about my order. Told me to keep waiting for the shipping confirmation and to call back Friday Morning.
[HTC 10 Guides, News, & Discussion] blueadept1:
In other words, it won't ship this week. Incompetence. I'm tempted to order from the US and deliberately smash my phone to redeem uh oh protection to punish these morons.
[HTC 10 Guides, News, & Discussion] Cosalich:
Yeah at this point it's clear they don't care about Canadian customers. What's most confusing to me is how the few people that did get their phone managed it. Phone calls and emails to every HTC contact available haven't accomplished a thing, they just keep telling me to wait.
[HTC 10 Guides, News, & Discussion] jpeg42:
Ordered yesterday morning, got my shipping notice today. Carbon model in the US on htc.com. Actually Digital River still shows it as processing fulfillment. But Fedex delivery manager sent me the shipping notice.
[HTC 10 Guides, News, & Discussion] Cosalich:
And HTC has the balls to tell me they aren't breaking sequence. I'm refusing the delivery and going to pick up the S7 tomorrow. Good luck to the rest of the Canadians with more patience than me.
[HTC 10 Guides, News, & Discussion] AvenidaDelGato:
Thanks for this link! I ordered an HTC Vive last week and it shipped today. The main storefront says that orders will be shipped in June. I guess HTC/DR doesn't have a problem expediting processing and fulfillment for "Employees, Friends & Family."
[HTC 10 Guides, News, & Discussion] kaiser_tytnii:
we should all call/chat in to give them a hard time, which is what i am doing now.

EDIT: online chat is no help and online order phone call is no help, "the order will be shipped soon", "will receive the phone in the month of May"
[HTC 10 Guides, News, & Discussion] Taknarosh:
For any Canadian brethren who are brave enough to try to do a second order to see if it gets processed faster promo code HTCCA1011 for $100 off still works for me.
[HTC 10 Guides, News, & Discussion] FredMD11:
Pre-order date: 13th of April, payment right away via PayPal 749€. (unlocked EUR sim, ordered on the HTC website)

After I don't know how many escalations, finally someone called me on 5/10 saying that they couldn't give any delivery date confirmation of my pre-order.

After long discussion, we agreed together to cancel my pre-order and get refund of my money.

The same day I bought the device in a retail store (BE).

I got confirmation from HTC that my pre-order was cancelled and they will refund asap.

Today' surprise : the pre-ordered device got delivered at home !?!...

I have now 2 devices...

however in case I still want a refund, HTC can arrange a return and refund as soon as they receive the device

Completely grazy...
[HTC 10 Guides, News, & Discussion] PryvateiDz:
That sucks. Sorry to hear that.
[HTC 10 Guides, News, & Discussion] Andy Lin:
Just posted Canadian order issue in Taiwan HTC forum. I do not think it will help, but I just want people know about it.:rolleyes:
[HTC 10 Guides, News, & Discussion] blueadept1:
Ordered in Canada again as posted above. Let's see if I can get it tomorrow before my vacation by some miracle.
[HTC 10 Guides, News, & Discussion] FerroFlux:
Let us know if there is any movement and I might take that approach!
[HTC 10 Guides, News, & Discussion] Giraff3:
Finally got an email back from customer service 4 days later and it's a generic copy and paste email telling me they're still "waiting for the system to generate the shipping" and I'm qualified for Uh-Oh protection... Which would be great if it was actually available in Canada.
[HTC 10 Guides, News, & Discussion] blueadept1:
Aborted my order before I completed it because the overnight shipping disappeared in later steps. My god Digital River is horrible.
[HTC 10 Guides, News, & Discussion] bmw-boy:
Finally it's here my HTC 10 .................................. Case

Waiting the to receive the device
[HTC 10 Guides, News, & Discussion] Ixz:
Canceled my April 16 order and reordered throu expansys, tommorow will get the phone. Lol the question is why I didn't pre ordered there in first place, the price on official store is 1015 CAD and 1059 with next day shipping on expansys.
[HTC 10 Guides, News, & Discussion] kaiser_tytnii:
did you ask about warranty? i talked to HTC prior i ordered as they claimed that warranty is not covered in canada (by futuretel) if the phone was not purchased in "Canada"
[HTC 10 Guides, News, & Discussion] Ixz:
I can PM you a link to website store and you can ask them about warranty. As far as I know they are great guys, been ordering through them for 5+ years
[HTC 10 Guides, News, & Discussion] FearlessAZ:
Htc is only going to give generic answers. They can only give current status. They are not good at anything else.
[HTC 10 Guides, News, & Discussion] kaiser_tytnii:
No i am good, i am not in that kind of rush to get the phone anyway. thanks!
[HTC 10 Guides, News, & Discussion] k0zzu:
Finally getting the phone! Placed pre-order on Elisa (Finnish carrier) on the 13th and it is arriving after an exact month of waiting. Best news is it includes the Hi-Fi earbuds.
[HTC 10 Guides, News, & Discussion] Andy Lin:
Nice! Enjoy it!:)
[HTC 10 Guides, News, & Discussion] Giraff3:
That's what I did, just have to wait for the refund to process.
[HTC 10 Guides, News, & Discussion] skypilotofhope:
Looks like this is the best option for Canadians right now. Carbon Grey model is the only version available right now.

Incomprehensible that HTC via Digital River does not want our business; that they won't respond (if they respond at all?) with concrete feedback/info; that they direct us to phantom email addresses after which no one replies... We're HTC; we don't want your business. Rant over now. [emoji2]
[HTC 10 Guides, News, & Discussion] Andy Lin:
I think the problem for HTC 10 from expansys which is Europe or Ashian version.

Asian version support:

4G LTE

FDD：1、3、5、7、8、20、28、32

TDD：38、40、41

US version:

FDD：1, 2, 3, 4, 5, 7, 12, 13, 17, 20, 28, 29, 30

On the expansys website also mentioned about it. Telus can not support.
[HTC 10 Guides, News, & Discussion] Behold_this:
Enjoy.

On a sidenote I don't understand threats like this they don't affect any of us users. they potentially could affect the manufacturers but they aren't going to see it
[HTC 10 Guides, News, & Discussion] FerroFlux:
Personally I don't see it as a threat at all...just what he/she is going to do. I do think that people in this particular thread should be aware of the issue so that perhaps if anyone else is somewhat jaded with HTC's service, they won't recommend them to others when asked. Has the potential to affect manufacturers in that way I suppose.
[HTC 10 Guides, News, & Discussion] FearlessAZ:
I just got off a very angry phone call with them. They still shipped even though I canceled. They won't process the refund until I send the phone back. Looks like the earliest that I will get the refund is like Tuesday or Wednesday. I talked to a supervisor. They said there is absolutely nothing they can do. I tried asking how I could get a hold of someone who actually cares about the customer and doesn't read off a script. They couldn't even do that for me. I am so beyond disappointed at HTC. I will never buy anything from them again. I will never recommend them to anybody either. I don't know how I am putting food on the table for my kids this weekend or how I am going to afford gas to get to work. Htc isn't willing to make anything right. Worst customer service I have ever experienced.
[HTC 10 Guides, News, & Discussion] Ixz:
Yeah thats kind of bummer if you do have a Telus, but you can always buy a Bell HTC 10 and unlock it. Either way I do have a Fido and Im good to go.
[HTC 10 Guides, News, & Discussion] Giraff3:
**** you're right. I would be fine with the different LTE bands but I realized that the included quick charger is probably a European version too.
[HTC 10 Guides, News, & Discussion] blueadept1:
Call your bank and dispute the charge. Often it will get reversed immediately and then only charged if you lose the case. Good luck.
[HTC 10 Guides, News, & Discussion] jpeg42:
Even though they screwed up, I am not sure how you can expect them to refund a phone if you have it in your possession.

And honestly, if you can't feed your young kids or get gas for work, perhaps upgrading a phone isn't a top priority? I know we are all addicts here for technology, but really, it is just a phone.
[HTC 10 Guides, News, & Discussion] blumpkinblake:
Took them 7 days and a few calls for me. Now it's been my 2nd day of shipping label created but the phone hasn't even been sent out yet... Was supposed to get it today, but who knows when it will actually ship. Never preordering again.
[HTC 10 Guides, News, & Discussion] Behold_this:
If you didn't have money to put food on the table or gas in your car you should have never made the purchase in the first place
[HTC 10 Guides, News, & Discussion] FearlessAZ:
I had money in my account. I didn't budget for HTC to charge me for a $645 phone that I already canceled twice. Big difference. I made sure to call them again and cancel for a THIRD time so it wouldn't get shipped and I could get my refund sooner. Now I have to refuse the phone when it gets here and wait for HTC to get to get it back before they can start the refund process. Also, because the account is negative and my check is direct deposited tonight, that means I wouldn't have any of the money that I would normally be getting. I'll be damned if my kids aren't going to eat or I don't have gas. It's just extremely ****ty that HTC would put me in this position. I have never dealt with customer service like this before.

Also, my bank won't do anything because it is still a pending charge. It's actually been pending for 2 days now. Once it clears, I am calling my bank immediately to dispute the charges.

I can let go the whole pre-order fiasco but still charging my debit card after I canceled twice then shipping the device after a third cancelation of the same order, doesn't sit well with me.

---------- Post added at 09:39 PM ---------- Previous post was at 08:43 PM ----------

Like I said, I didn't budget for a second charge that I already canceled twice. Also, I did have money in my account. Just not much. And my paycheck gets direct deposited tonight. But because this pending charge overdrew my account by $600+ dollars, this means that my entire paycheck is going straight towards that negative balance. So I won't be able to use any of that money. Hence why I am tight on money. I budgeted what I needed to. Like I said, I didn't expect that I would have HTC charge me for an order canceled TWICE before that.

I exaggerated the food and gas part, ok. I shouldn't have exaggerated that. But having my account in the negative because of an error on HTCs part is not ok.
[HTC 10 Guides, News, & Discussion] skypilotofhope:
In getting a shipping label, you are farther along than most Canadians who've preordered. When you called, did you speak to a manager/sprvsr? Keep us posted. I know of only one other Canadian who's received their phone; the rest of us have not been so lucky. HTC has been unsupportive and unhelpful.
[HTC 10 Guides, News, & Discussion] arcane613:
I was eyeing the M10H on Expansys before the pre-order from HTC's site, but it only has 1/3 LTE bands for up here (I'm on Rogers), I didn't want to risk it. I would think that you will be able to change the radio to unlock the other bands, and there is a thread about it, but I didn't see any progress or reports of it being successful. Expansys are extremely prompt with shipping, good communication, etc, ordered from them lots of times. I just didn't want to risk only having 1/3 LTE bands supported..
[HTC 10 Guides, News, & Discussion] DoctorB0NG:
Ordered mine on May 11th. I accidentally used the wrong billing address (doh!) so I hopped on live chat to make sure it would be cancelled (even though I was confident it wouldn't charge me anyways because it had the wrong billing address for my card. I then proceeded to order using the correct info.

Little to my surprise, the first order was charged to my card and shipped! So now I have two HTC 10's showing up this afternoon and I'm going to have to return one.

How on earth was I even charged for the first one? I definitely had incorrect billing info entered for my credit card.
[HTC 10 Guides, News, & Discussion] blueadept1:
Billing address verification is optional depending upon how they choose to process the card.
[HTC 10 Guides, News, & Discussion] Bastien_:
Same issues for me.

Pre ordered 4/16, didn't get anything by 5/5, called them, got told they couldn't process my CC and that my pre order had to be cancelled and a new order placed.

Did that and received the phone 2 days ago (still waiting on refund for the $100 pre-order coupon that i was told i would get, havent seen it yet but did get an email letting me know to expect it).

Now on Monday they put a holding charge on my account for the pre-order that was cancelled, i called them and was told it would not ship because the cancellation was being escalated. Well it shipped yesterday, i called them this morning and was told no cancellation had been requested so i need to return the phone so they can issue a refund 3/5 business days after they get the phone back.

Very frustrating. The phone is ok but the experience is just awful.

quick update - I was able to refuse shipment before delivery by calling Fedex and got a confirmation number that i can use as proof with HTC. Took 2 min. Nice to deal with people that know how to manage their business.
[HTC 10 Guides, News, & Discussion] FerroFlux:
Just out of curiosity, are you in the US or Canada? Trying to keep track of any Canadian orders that actually ship haha! But I agree, their customer service and support is beyond garbage. So much so that even when my phone ships I am 75% set on returning it on the spot.
[HTC 10 Guides, News, & Discussion] Bastien_:
I am in the US.

Good luck.
[HTC 10 Guides, News, & Discussion] FerroFlux:
Pray for us....lol
[HTC 10 Guides, News, & Discussion] blueadept1:
Update From Canada: <Script Not Found>