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lupos/HTC one support chat

Created August 26, 2014 19:17
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HTC one support chat
<br/><b>ME:</b><br/>
Initial Question/Comment: emailed info needed to resubmit exchange. checking status
1:53:46 PM SystemSystem
NAME WITHELD. has joined this session!
1:53:46 PM SystemSystem
Connected with NAME WITHELD.
1:54:05 PM <br/><b>TECH:</b><br/>
Good Day.
1:54:08 PM <br/><b>TECH:</b><br/>
I will be more than happy to help you with it.
1:54:28 PM <br/><b>ME:</b><br/>
Hello
1:54:30 PM <br/><b>ME:</b><br/>
thank you
1:54:38 PM <br/><b>ME:</b><br/>
original ticket 214348002335
1:56:09 PM <br/><b>TECH:</b><br/>
I am checking the information. Please stay with me.
1:56:21 PM <br/><b>ME:</b><br/>
sure thing
1:57:22 PM <br/><b>TECH:</b><br/>
We need to book a ticket for an Advance Exchange for a Purple tint issue, correct?
1:57:29 PM <br/><b>ME:</b><br/>
yes
2:02:26 PM <br/><b>ME:</b><br/>
everything ok?
2:03:07 PM <br/><b>TECH:</b><br/>
Yes, ME. I just need a superior to check the ticket and we will be good to go.
2:03:14 PM <br/><b>ME:</b><br/>
ok thank you
2:03:29 PM <br/><b>ME:</b><br/>
ive had problems with this chat software before so just checking
2:03:38 PM <br/><b>ME:</b><br/>
really could use a notification sound
2:07:13 PM <br/><b>TECH:</b><br/>
Please, check your email. I have sent the confirmation.
2:07:46 PM <br/><b>ME:</b><br/>
checking
2:08:23 PM <br/><b>ME:</b><br/>
i have recieved it. I see The 29.99 charge is on there again. I was told last week they would wave that as it did not ship out right away.
2:10:08 PM <br/><b>TECH:</b><br/>
Yes, it shows me they did refund it.
2:10:35 PM <br/><b>ME:</b><br/>
will that be carried over to this ticket?
2:11:23 PM <br/><b>TECH:</b><br/>
Have you received the refund?
2:12:34 PM <br/><b>ME:</b><br/>
yes but the authorization on the new ticket has that charge again
2:13:19 PM <br/><b>ME:</b><br/>
if I pay it will it be refunded again?
2:13:58 PM <br/><b>TECH:</b><br/>
I am checking the information. Please stay with me.
2:14:11 PM <br/><b>ME:</b><br/>
sure thing. thank you
2:17:58 PM <br/><b>TECH:</b><br/>
You’ re welcome. The refund is one time courtesy, ME.
2:18:12 PM <br/><b>ME:</b><br/>
right... but that whole order was cancelled
2:18:20 PM <br/><b>ME:</b><br/>
so i did not recieve the curtesy any times
2:18:36 PM <br/><b>ME:</b><br/>
this order was supposed to ship last monday
2:18:53 PM <br/><b>TECH:</b><br/>
Yes, but we did refund the money for it.
2:19:04 PM <br/><b>ME:</b><br/>
yes because the whole order was cancelled
2:19:16 PM <br/><b>ME:</b><br/>
if i pay 630 now i am repaying the original amount
2:19:24 PM <br/><b>ME:</b><br/>
even though the order being cancelled was not my fault
2:20:18 PM <br/><b>TECH:</b><br/>
Yes, it will be a new order.
2:20:34 PM <br/><b>ME:</b><br/>
and you will refund me the new 29.99 I am about to pay?
2:21:23 PM <br/><b>TECH:</b><br/>
No, we already refund the shipping once. The hold on the credit card was also released.
2:22:36 PM <br/><b>ME:</b><br/>
im not sure how you are not understanding this. the only reason this new order is happening is because HTC cancelled the whole last order because they messed it up initially. They refunded me the 30 a courtesy because the phone was 1 day late. It is now a week late due to HTC's error and I do not want to pay 30 dollars now when I didn't have to last week.
2:22:59 PM <br/><b>ME:</b><br/>
the 30 refund form last week is a moot point as that whole ticket was cancelled
2:23:35 PM <br/><b>ME:</b><br/>
I'm supposed to get a phone and NOT pay 30 dollars. If I pay it now I will be down 30 and you will be up 30. That's not what is supposed to be happening.
2:25:24 PM <br/><b>TECH:</b><br/>
The advance exchange has $29 fee that is not refundable as the disclosure.
2:26:02 PM <br/><b>ME:</b><br/>
Can I speak to someone who can help me further as you are obviously not understanding the situation
2:26:56 PM <br/><b>ME:</b><br/>
when my ticket form last week was close the "curtosey refund" became null. Of course the entire initial 630 should be refunded as the order was cancelled.
2:28:09 PM <br/><b>TECH:</b><br/>
Yes, first order was cancelled and your money was refunded. Second order has the same fees as the first one.
2:28:50 PM <br/><b>ME:</b><br/>
yes but this order is a week late now due to HTC's error. They were going to wave the 30 dollar fee due to lateness. Why would they not still do that?
2:29:49 PM <br/><b>TECH:</b><br/>
Because we can deliver it on time now.
2:30:00 PM <br/><b>ME:</b><br/>
no you can't. On time was last tuesday
2:30:10 PM <br/><b>ME:</b><br/>
it's a week late now through no fault of my own
2:30:20 PM <br/><b>ME:</b><br/>
it's gotten worse
2:31:34 PM <br/><b>TECH:</b><br/>
We were out of stock, we refunded the money. Now we can offer you the same option you had previously.
2:32:04 PM <br/><b>ME:</b><br/>
Yes previosuly I was getting the "Advanced swap" for free
2:32:08 PM <br/><b>ME:</b><br/>
now you want me to pay for it
2:32:24 PM <br/><b>ME:</b><br/>
and if you were out of stock thi is the first time anyone told me
2:32:24 PM <br/><b>TECH:</b><br/>
We only waived it because we were out of stock.
2:32:37 PM <br/><b>ME:</b><br/>
can i speak with someone else
2:34:40 PM <br/><b>TECH:</b><br/>
I apologize if the correct information was not given properly. As I said we can not waive the fee anymore.
2:34:57 PM <br/><b>ME:</b><br/>
please answer my question
2:35:55 PM <br/><b>TECH:</b><br/>
If you want to speak to someone else, please close the chat and start a new one, the information will be saved.
2:36:18 PM <br/><b>ME:</b><br/>
is there anyway to speak with your superior
2:36:29 PM <br/><b>ME:</b><br/>
or can you have a superior check into what i am asking
2:36:44 PM <br/><b>ME:</b><br/>
as we are obviously having trouble understanding each other
2:37:50 PM <br/><b>TECH:</b><br/>
They have been looking into this, we checked with the repair team and they are only able to waive the fee once.
2:38:09 PM <br/><b>ME:</b><br/>
it was not waved
2:38:13 PM <br/><b>ME:</b><br/>
that order was cancelled
2:39:16 PM <br/><b>ME:</b><br/>
if you are telling me the software you use will litteraly not allow you to do it again please tell me that. If however you are telling me you are not "allowed" to do it again I need to speak with a superior.
2:39:55 PM <br/><b>TECH:</b><br/>
Company policies are not allowing us.
2:40:29 PM <br/><b>ME:</b><br/>
then you are not understanding simple math
2:40:57 PM <br/><b>ME:</b><br/>
In order for me to acuire a replacment phone I will now be down 30 dollars. Were as last week it was not going to cost me anything
2:41:11 PM <br/><b>ME:</b><br/>
This is the worst customer service I have ever had
2:41:17 PM <br/><b>ME:</b><br/>
I've been on with you for almost an hour
2:41:27 PM <br/><b>ME:</b><br/>
I've been on with support 5 times in the last 7 buisness days
2:41:39 PM <br/><b>ME:</b><br/>
no one could even tell me why the delay happened last week
2:42:03 PM <br/><b>ME:</b><br/>
then I was told it was cancelled because they needed more of my information, which I have supplied and NOW I have to pay full price again
2:43:17 PM <br/><b>ME:</b><br/>
I do not want to be the sort of person who yells at tech support as I know how limited you are in what you are allowed to do but it seems to me you litteraly do not understand a very basic math problem. I should get a new phone for $0 as I was told last week. You are telling me I have to pay $30. That is wrong.
2:46:15 PM <br/><b>TECH:</b><br/>
I am checking the information. Please stay with me.
2:46:23 PM <br/><b>ME:</b><br/>
sure thing. thank you
2:48:15 PM <br/><b>TECH:</b><br/>
Alright I was checking this with my superior but the reason as to why we are unable to waive it is because our cuirier partner will need the fee to be able to have the phone delivered over night. To continue with the over night shipping this fee is required.
2:48:30 PM <br/><b>TECH:</b><br/>
I am sorry about this but it would be needed to proceed.
2:48:35 PM <br/><b>ME:</b><br/>
Why should I be the one to pay it
2:48:43 PM <br/><b>ME:</b><br/>
and not you (htc) who made the error
2:49:35 PM <br/><b>TECH:</b><br/>
I understand but since we did already refund the money from the previous ticket this has been set, we would need a fee to proccess the next ticket.
2:49:52 PM <br/><b>ME:</b><br/>
so if I pay the 30 will it be refunded again?
2:50:00 PM <br/><b>TECH:</b><br/>
No.
2:50:12 PM <br/><b>ME:</b><br/>
since the last ticket was cancelled that previous refund is null. Do you not understand what I am saying?
2:51:09 PM <br/><b>ME:</b><br/>
you (HTC) screwed up. oppologized by giving me a refund. WHEN YOU CANCELLED THE LAST TICKET THAT REFUND NO LONGER MATTERED
2:52:10 PM <br/><b>TECH:</b><br/>
I understand, the reason as to why it was refunded back was for a previous inconviniece. For us to proceed with this next ticket we would need the fee.
2:52:36 PM <br/><b>ME:</b><br/>
its still the same inconvinience
2:52:41 PM <br/><b>ME:</b><br/>
this is not hard to understand
2:52:44 PM <br/><b>ME:</b><br/>
its still the same issue
2:52:50 PM <br/><b>ME:</b><br/>
i dont give a damn if the ticket numbe rchanged
2:53:04 PM <br/><b>ME:</b><br/>
at the end of the day I was TOLD BY HTC that i would not have to pay the 30 to get the phone
2:55:25 PM <br/><b>TECH:</b><br/>
I apologize but we would require the fee to proccess this new order.
2:57:07 PM <br/><b>ME:</b><br/>
you are not sorry. Last week when you were sorry I was compensated. You are apparently less sorry now than you were a week ago.
2:57:40 PM <br/><b>ME:</b><br/>
your companies inability to process a simple exchange (when you already had a deposit from me) is absurd
2:58:43 PM <br/><b>ME:</b><br/>
I'm going to pay for now and attempt to contact someone who under stands how to blance a check book properly
2:58:57 PM <br/><b>ME:</b><br/>
thank you for the very little help and tons of frustration you have provided
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