| 09/29/2015||Problems with Product / Service | Read Complaint Details|X
The product is not working correctly. I have had a problem with the product from the first day I bought it. I had to return it several times.
I purchase a ******* ******** a cell phone for seniors on June 8, 2015. I paid $93.92. I paid by credit card. The second or third week, I got the phone, the reception was bad, I bought it for my mom, if she called me she couldn't hear me & I couldn't hear her. So I called *******, I was told to send the phone back. I paid for the return fee. I sent the phone back and I was told that they found the problem that they were sending me another phone. I received the second phone. A week later, the second phone was having the same problem. I called ******* again, and explain to ****** that the phone was doing the same thing as the last phone, I asked about a refund and was told that it was 30 day and I was past my 30 days. So ****** told me to send it back. I stressed to her that I had a problem paying to send the phone back. She sent me thru email a mailing label. I sent the phone back, 2 weeks went pass, no word from ******* on the ETA of the return phone. So I finally called. I was told that they fixed the phone and that something was wrong with the volume and other problems. She also stated that the phone was on the way back to me. I asked the person on the phone if they fixed the reception problem and the hearing problem. She stated that she didn't see that on the report and that she will mention it to the technician. And I should get the phone on Wednesday. I received the phone again, and again the SAME problem was occurring with the phone. Now as of today I have called ******* for two weeks, I have left 3 messages. No one will call me back. My mom loved this phone, it is a shame she never got the chance to enjoy it. My mom cellular company is with ***** I called them to see if they could do something with the problems we are having with the phone. And they stated since ******* is a independent phone company, it was nothing they could do.
I would like a refund of my money. This although is a great phone physically. It does not work at all.
6/6/15 - Customer's order placed for 1 unlocked ******* ******* without a service plan.
6/8/15 - Order was shipped to the customer.
7/3/15 - ** XXXXXXX was filed and the original phone was replaced under warranty. Warranty phone shipped to customer 7/14/15.
7/23/15 - ** XXXXXXX filed claiming same issue as phone from initial order. Return label provided to customer by email to send phone to us. Phone received and replacement sent back to customer on 8/17/15.
8/27/15 - ** XXXXXXX filed. We sent a replacement the same day, along with a free charging cradle and a return label for the defective phone.
Note: only the first handset was found to have any actual defect (the volume button was intermittent). All replacement handsets were fully tested in our office prior to shipment.
The consumer claims she had trouble with the phone from day 1, but the first time we heard from her was 7/3/15, weeks after receipt of the phone.
Her continued complaints about the reception are not our issue, however. Reception was tested with both **** and ******** *** cards in our office prior to shipment and the replacement phones were all found to have excellent reception.
Since the customer's service is not through our company, we cannot resolve her reception issues or even really speak to them, except to say that the replacement phones were all tested and that their reception was found to be excellent. Further, reception can be affected by trees, weather, buildings, the construction materials used in your home, apratment, office... Reception is complicated and must be addressed by the carrier since the handsets are working.
We will be happy to replace the phone again with a unit whose mic sensitivity and speaker volume have been adjusted to be much greater than normal specs for this device, but a refund is not possible since we are well outside of the 30 day return policy clearly stated on our website.
| 04/08/2015||Guarantee / Warranty Issues | Read Complaint Details|X
I purchased a Snapfon for seniors around 10/15. I had trouble right from the start. Phone would disconnect, say "no service, failed to connect," etc. I had to return the phone for repair on plug in for charger in Oct. but the problems continued - no service, disconnects. I returned the phone w/ a return receipt requested phone cost and the rental I paid as it was returnable in 90 days. When I contacted ****** ******** again she said the phone had never been received which was a lie*. She also told me they would not give me any money back at all because it was 30 day limit.** Then I sent a letter and called her and she said they did have the phone and she would cancel my service and send me the phone. I told her to send it back which they did with the *return receipt for the phone that they said they never received. My daughter-in-law/caregiver told me to send the phone back unopened and put "Refused" on the package which I did. I sent back the original box with the phone and paperwork, but I am quite sure it was 90 days not 30. And if I didn't have any service I would think that should entitle me to reimbursement. Thank you.
Desired Settlement: Refund
Since I had no service on this phone I want the purchase price of the phone $79.99, plus tax of 12.03 and 4 months of fee @29.95 per month for 119.80 and $10 for a phone cover for a grand total of $221.82.
Thank you for your help.
The opinion of Senior Tech, LLC (Snapfon) is that no refund is due because the return was past the 30 day mark, and because service is non-refundable.
The customer purchased order XXXXX on October 15, 2014 (order details are below). At the time of purchase, our 30 Day No-Risk Guarantee was in place (as it has been since 2012 and still is now). Verbiage is below.
10/20/14 4:30 pm- the customer called to initiate her number transfer, having received her phone.
Customer Service returned her call the next morning and left a voice mail because the customer did not answer.
10/21/14 - The number transfer was completed.
11/7/14 - Customer initiated RMA because the charger would not plug in. Upon receipt, the phone was found to have a damaged charging port (not a manufacturer's defect). The handset was replaced at no charge under our ************ handset replacement program because she was a service subscriber (shipped to customer on 11/21/14).
2/3/15 - email to customer per customer call-in request:
"Hello **** ****, Per your request, the Snapfon service for XXX-XXX-XXXX has been canceled. The cancellation is effective as of today, Tuesday, February 3, 2015 at 2:43pm EST. There will be no further charges. We are mailing back the phone you sent in. I do apologize that it is past 30 days to return for a refund. It is an unlocked worldwide *** phone, so if someone else could use it they could get service activated for the Snapfon. Please let us know if you have any questions. Thank you, and have a wonderful day!"
Phone was shipped 2/3/15 via USPS.
2/4/15 12:07 AM - customer emailed to say she didn't want the phone mailed back.
2/4/15 1:30 PM - email to customer: "Hello ***** This was already mailed to you yesterday after we spoke on the phone. I apologize for any inconvenience. Have a wonderful day!"
2/19/15 - Phone received back at Senior Tech, LLC. Customer Refused package. No return authorization.
30 Day No-Risk Guarantee:
If you purchase a Snapfn(r) product and are not satisfied, you may return it within the first 30 days!
1. For products purchased directly from Snapfn(r), simply contact us directly at (XXX) XXX-XXXX to request a Return Authorization within the first 30 days. For products purchased from any other source, please contact the vendor through which the product was purchased.
2. The product must be returned within 30 days of purchase, in "as new" condition, with 100% of all shipping, packing, parts, accessories, manuals, etc. in order to receive a refund.
3. Shipping charges will only be refunded up to the amount of the Flat-Rate shipping charge in effect at the time of purchase. We will not reimburse for shipping charges beyond Flat-Rate.
4. Initial order's service plan charge is refundable only if 20 minutes or less have been used during the first 30 days.
We do not accept returns after thirty (30) days.
Order details for XXXXX:
1 Unlimited Plan
Phone: ******* with
IMEI: XXXXXXXX(X) - Redacted
Port Phone #: Redacted $29.95
1 ***** **** **** ****** $9.99
1 Activation Fee (Move Existing Number) $35.00
1 Snapfon ***** Cellular Phone w/ Charger, Battery & Service $39.99
Sales Tax: $0.00
Order Total: $121.92
I did pay $121 that I thought was $79 for purchase of phone and one month service. I feel that should be returned to me and the service for Nov, Dec, Jan that I could not get service on the Snapfon.
If I couldn't get service on my phone (which I kept trying) how could they not refund my money?
On page 35 of the Owner's Manual it states "The Snapfon ez handset is warranted against defect
and malfunction and product failure for one year from the date of purchase". It certainly had
product failure. It did not work well from the time I got it and I feel they should at least give me the $121 I paid for the phone and one month service and 3 months worth of the $29.95 fee. Why should I pay for a phone that kept telling me "no service"?3
Final Consumer Response
Yes, I know that I kept the Snapfon for a couple of months, but I was trying to get it to work but
the product kept failing - interrupted or ending all calls. I tried inside, outside, everywhere I could to get decent service but could not so I returned the phone. Please refer to the Manufacturer's Warranty
for Snapfon book manual on page 35 "THE SNAPFON ezTWO handset is warranted against defect,
malfunction, and product failure for ONE YEAR FROM THE DATE OF PURCHASE".
I purchased the phone on October 15, 2014 and I kept trying to get good service, but it failed
to produce the service by cracking, buzzing, giving me the "no service" message until I couldn't
get service so I returned the phone and asked for the purchase price plus monthly fees while
I had the phone.
The reason I kept the Owner's Manual for the phone is because I received two manuals with
the phone and I returned one with the phone.
I hope that Snapfon fulfills what the warranty states. I gave it my best shot and it simply
didn't work in my area.
Thank you for your assistance in this matter.
Final Business Response
We stand by our previous responses from 2/24/15 and 3/5/15.
| 08/25/2014||Billing / Collection Issues | Read Complaint Details|X
84 yr old returned phone 3 days past 30; no refund/kept phone & billing for next 9 months; refuses to back credit/return phone (conversion)(resold?).
Purchase date: October 2013
Return date: 33 days after purchase w/note asking for refund.
Snapfon kept phone and continued to bill $39.99/month for the next 9 months.
Your Name: **** *******
Order ID: XXXXX
Customer ID#: XXXXX
Snapfōn Account ID: ************@yahoo.com
Snapfōn Phone Number: XXX-XXX-XXXX
Service Plan: Basic Unlimited Plan
Your Basic Unlimited Plan Has Renewed for Another Month.Your credit card ending in **** has been charged $39.95 and has added another month of service to your Basic Unlimited Plan, according to your service plan terms.
Tried to call more than once and only reached voicemail.
July 28, 2014 (***** *******, **** *******'s son/power of attorney) discovered the deceptive business practice, called Snapfon as if wanting to buy a phone and got a call back and spoke w/a customer service agent who refused to credit any of the charges after the return date of the phone or EITHER refund the purchase price (a 3 day grace period, or postmark date maybe w/in 30 days? so entitled to free trial period w/refund on phone; and they never returned the "paid for" phone (illegal conversion/deceptive/unfair business practice).
Snapfon also illegally converted her "paid for" Snapfon after my 84 year old mother suffering terribly from 14 yrs of Parkinson's Disease who is in hospice in ***** ** did not like the phone, believed she was returning it within the free "trial period," but being 3 days late Snapfon did not honor (not sure what the postmark date of the return is) the free trial period, and DID NOT RETURN "HER" PHONE - my guess is they resold it - there must be a traceable serial number to see who has "HER" phone now and what they paid Snapfon for it.
Phone: Refund or return the same serial number phone to my mother:
Monthly Service Plan: Credit back all charges from date of returning phone to same credit card that has been billed, ending in *****
Fine Snapfon for abusing/cheating/stealing from senior citizens. SHAME ON THEM AND ANYONE WORKING FOR SUCH A COMPANY.
The customer's POA is referencing a return sent to our office beyond the 30 day risk-free trial period without a return authorization number.
Purchase date: September 10, 2013
Return Received Date: October 21, 2013. Note - received in not-like-new condition. Return agent emailed customer at customer-provided email address to advise 30 day risk-free period exceeded, refund not possible, and to asked him to contact our office at XXX-XXX-XXXX. Received no response so agent stored device in returns dept.
Monthly Billing emails were sent to customer-provided email address 10/11/13, 11/11/13, 12/11/13, 1/11/14, 2/11/14, 3/11/14, 4/11/14, 5/11/14, 6/10/14, & 7/10/14. Customer never contacted us to raise issue with continued billing.
Date Contacted by customer: 7/28/14 by phone. Customer accused us of stealing his mother's phone, and having deceptive business practices including that we steal from customers. Advised us that he has 30 years experience as a legal strategist and that he will sue us. Our agent advised the customer (according to our written policy) that service is non-refundable, which is correct. This was because she did not see the original letter included from the return. Customer then transferred to manager's voicemail because manager was gone for the day.
Manager left voicemail for customer's POA on August 1.
Manager emailed customer on 8/1/14: "Mr. *******,
I have reviewed your mother's account and located her original letter included with the return and have confirmed that your mother did ask to have the service disconnected.
Although the return was sent in to us with no RMA# as required in our posted return guidelines, our return agent followed normal protocol by attempting to contact the number on the letter to clarify that a refund of the sale was not possible because it was over 30 days past the date of sale. Unfortunately, she failed to disconnect the service or suspend it while we waited to hear if your mother wanted to keep the number for use with another provider. That was a simple human error, and one that we are more than willing to take care of. Please note that we did send a billing notice every month to the email address ************@yahoo.com.
I will be mailing your mother's phone back, along with a check for the balance of $359.55 ($39.95 per month for the 9 months from November 2013 through July 2014). Please confirm the shipping address for me before we proceed. The address and refund information we have from your mother's letter is below. Is this still correct?
XXXXX ******* **
********* ** XXXXX
Customer's Response 8/4/14:
"Dear Mr. *****
While I appreciate your response... if you listen to the call to customer service you will understand my current position.
I believe what occurred in that call represents corporate policy. The agent acting on behalf of ****** **** *** was adamant about not providing a refund or returning the phone. If I did not pursue this diligently, then what? ** *** steals my mother's phone & money? And with the way I was treated, this must have happened before...how many times... we'll let discovery provide that answer.
Please pass **** onto your legal department. A phone company, ******** engaged in deceptive trade practices and I filed a lawsuit against them in the ** ******** ***** *** ****** *** ******* v ********
As Power Of Attorney for **** *******, I am authorized to pursue a federal "diversity" lawsuit where I will be seeking punitive damages for the outrageous behavior during that call where every effort I made to point out how brutally unfair and illegal said behavior is, and was brutally rebuked. I believe any jury listening to that call will punish ** *** to ensure it never engages in such practices again.
And please, I do not bluff, I have 30 years of doing legal strategy/research and have many references to confirm I am a leader in my field. If your legal department does not want suit filed where ** ****** behavior is public record, they can contact me with a settlement proposal that convinces me it will not happen again. ******* ended up flying their corporate attorney to ******* ** after hiring local counsel, and settled for 5 figures... and that was just for trying to screw my wife and I out of $28 by pretending to be **** for a collect call on 9/11 I made after all flights were cancelled. ** ****** choice... personally, I think ** *** deserves a legal action.
Any form of trying to talk me out of this will only inflame my passion ** protect other senior citizens and their families from such behavior. Save you breath, I gave your agent every opportunity to do the right thing.
As to the who talks first in settlement negotiations, it will not be me. If ** *** wants to avoid a legal action, make an offer that exceeds ***********
DO NOT CONTACT MY MOTHER DIRECTLY. SHE JUST WENT INTO HOSPICE AND AS HER MEDICAL SURROGATE I AM INFORMING YOU IT WILL ONLY CAUSE HER FURTHER DISTRESS AND HARM... ** *** DID ENOUGH OF THAT ALREADY.
USE E-MAIL SO WE DO NOT GET INTO ANY PAROLE EVIDENCE (HE SAID SHE SAID ORAL CONVERSATIONS) ISSUES.
I am currently working on a case in ** involving over $3 million in stolen property and am available only by e-mail & phone at XXX XXX XXXX as I am in a hotel and will be moving soon. Again, not interested in any apologies at this point, just a settlement offer that is either accepted, negotiated to a settlement. Absent this a lawsuit will be filed within 30 days and your registered agent served:
Company Name: ****** ***** ***
File Number: XXXXXXXXX
Filing State: ********* ****
Filing Status: Active
Filing Date: May 30, 2003
Company Age: 11 Years, 3 Months
Lookup Address on ****** ****
**** K ***
**** ******* **
************ ** XXXXX
Lookup Address on ****** ****
**** ******* **
************ ** XXXXX
Lookup Address on ****** ****
**** ******* **
************ ** XXXXX
***** ** *******, Power of Attorney for:
Manager's Response to Customer 8/4/14:
Here are the facts to date:
1. Your mother sent the phone in to us without an RMA, as required in our publicly stated policy.
2. Our agent made a human error by failing to turn off her service at the time of receipt. She has been trained since then (and well before receipt of this issue) to make sure this doesn't happen at all.
3. You ignored all subsequent monthly billing notices sent to the same email we are using to correspond now. Please note that if you had just called the first time you saw one of those, we could have handled everything quickly over the phone without even having to wait for a check to be issued.
I have offered you a 100% refund of the time period stated below at my discretion. You will receive a check for that amount along with your mother's phone in the box she used to send it to us.
It will be sent to:
***** ** *******
XXXXX ******* ****
********* ** XXXXX
Please note the address you have on file for our office is out of date. The correct address is:
****** ***** ***
*** ******** **** *** ***
************ ** XXXXX
The customer has concocted a scenario of intrigue which does not exist.
The customer failed to follow our return procedures.
We failed to properly disconnect service.
The customer failed to review his bills or to respond to us for 9 months.
As soon as we were notified of the issue, we began to resolve it. A refund of 359.55 was issued to the customer along with his mother's phone by **** Priority mail.
(The consumer indicated he/she DID NOT accept the response from the business.)
The treatment on the phone causing distress to my 84 year old mother was so brutal and adament about not refunding any money & keeping the phone leads me to believe it is a "corporate hurdle"( that is "policy." I am a legal strategist and will be seeking to punish Snapfon/ ****** **** *** via a legal action seeking punitive damages.
The other issue is this corporate behavior has caused me to waste a lot of time and created seriour stress. They certainly want to be paid for their time... so do I.
Get your senior parent a ***** ****** ******** ******** 2-Handset Landline Telephone - It comes with a pendant, handset, and base phone with picture-dialing for frequently called numbers. My mom loves it... she did not like the Snapfon... too bad I did not find the ****** first.
Final Business Response
Our records indicate that our representatives have never spoken to ***** *******'s mother regarding this issue. We did place a call to her at the number listed in her letter upon initial receipt of the return, but never received a response.
Her distress has certainly not been caused by our company.
As explained, no corporate hurdle exists. The customer and her POA failed to follow our simple return procedure, failed to return our call & email (which he has since used to respond to us), and failed to report our continued billing in a timely manner.
We have taken care of this in a more than reasonable time frame (less than a week) since we were notified of the problem. Mr. ******* has made his motivations clear.
| 04/29/2014||Problems with Product / Service | Read Complaint Details|X
The Company failed to transfer an old cell phone number to the new phone. We supplied info via phone and email and they never transferred the number.
I have called this company 4 times to supply the info to transfer the number. They could not get the number to transfer. When I called back they said they had no records of me supplying them the new info. So I completely wasted my time on the phone with them. They never wrote down the phone number we wanted to transfer to. We supplied 2 different phone numbers to them to transfer to and they only had 1 of the numbers, without any of the account info we supplied them. It is a total lack of customer service. This process took over a week to try and complete/ They still never activated the phone or called me to see what our phones status is. You would think they would know one of their phones has been sold and not activated. I spoke to ******, which would not supply her managers full name and said they would not refund the service fee of $39.95. I believe this is a very small company that is not organized or managed properly, because they only operate 9a-5p. They only answer phone calls at these times. Not at all like ******* a professional cell phone company, that knows hoe to transfer phone numbers and activate a phone within minutes not weeks. Do not use this company for your elderly parents. Oh yeah I almost forgot they put me on hold for 10 minutes to reach the manager *** and I eventually hung up. The second time I asked for the manager ****** said he was out to lunch at 1:30Pm EST. This company is a joke and I want all my money refunded.
I want refunded the service fee of $39.99 because the phone was never activated. They want to keep this fee for no service provided, which is a scam.
Timeline of Customer Interaction:
The customer placed their order on March 20, 2014. It was shipped the same day per rush shipping guidelines. Customer purchased *** 2nd day air, but because of Thursday ship date, *** delivery would not occur until 3/24. Our CSR called to notify customer we could do **** service with same delivery date and refund the shipping upcharge. Customer agreed so we refunded 14.72 in shipping on 3/21. Package was delivered on 3/24 by *****
On 3/25, we received information from the customer to transfer their existing phone number from ******** ********* We then transferred that information via our website to our service provider, ******** **** Number transfer (port) requests typically take from 2 minutes to 48 hours to complete. On 3/26 our office was notified that ******** ******** had rejected the port request because the account number was incorrect, so we asked the customer to verify the account number. He then provided us the correct one (one digit was wrong) and we resubmitted the port request via our service provider.
On 3/27, ******** *** notified our office of another rejection by ******** ******** because of additional customer information which was incorrect. The same afternoon we submitted a correction to the customer address to ******** after speaking with the customer. Later that evening we received yet another rejection from ******** ******** because of "Customer Information Does Not Match." As of 3/27, the customer said if not able to complete port, he would just get a new phone number instead.
On 4/4 the customer called our office and cancelled service. On 4/11 we refunded $71.98 upon receipt of his returned order. The customer received a total refund of $86.70 (phone, activation fee, shipping upcharge, base shipping charge) but did not receive refunds of the rush shipping charge or the service fee. According to our website, "Please note that the 30 Day No-Risk Guarantee does not apply to service plans, including but not limited to ************ or ******* service, or shipping charges above Flat-Rate. You may cancel your service at any time without penalty; however, no refund will be issued for the month already paid."
Regarding the Customer's Assertions:
1. Assertion (A): The Company failed to transfer an old cell phone number to the new phone. We supplied info via phone and email and they never transferred the number.
Response (R): We failed to complete the number transfer only because we were supplied with incorrect account information. Without correct information, a carrier will not release a number to a new carrier.
2. A: I have called this company 4 times to supply the info to transfer the number. They could not get the number to transfer. When I called back they said they had no records of me supplying them the new info. So I completely wasted my time on the phone with them. They never wrote down the phone number we wanted to transfer to.
R: I can provide the email chain refuting this upon request but not publicly because of personal information.
3. A: We supplied 2 different phone numbers to them to transfer to and they only had 1 of the numbers, without any of the account info we supplied them.
R: We have no record of a 2nd phone number that the customer may have wanted to transfer. Please note that a single cell phone/SIM card may only be used with a single phone number. Since we had not issued a 2nd SIM card, there would be no way to have a 2nd phone number in play.
4. A: It is a total lack of customer service.
R: No. We bent over backwards to make sure this customer had a good experience, from our notification about shipping timeframes and subsequent refund of shipping charges, to our extended effort to complete the number transfer. Unfortunately, we never received correct information to complete the port.
5. A: This process took over a week to try and complete/ They still never activated the phone or called me to see what our phones status is.
R: The normal timeframe for completion of a port is 2 minutes to 48 hours after the request is made of the prior carrier. That timeframe is based upon the new carrier receiving and transmitting correct/verifiable information to the new carrier. We did not receive that on the first or second attempt. We did have extensive communication with the customer. We do know exactly which of our customers' phones have not been activated (specifically in this case, which of our customers' phones are tied up in a port request).
6. A: I spoke to ******, which would not supply her managers full name
B: ****** supplied the first name of her manager, which was sufficient.
7. A: ...and said they would not refund the service fee of $39.95.
B: Per our website (http://www.snapfon.com/support/warranty), service fees are non-refundable. "Please note that the 30 Day No-Risk Guarantee does not apply to service plans, including but not limited to ************ or ******* service, or shipping charges above Flat-Rate. You may cancel your service at any time without penalty; however, no refund will be issued for the month already paid."
8. A: I believe this is a very small company that is not organized or managed properly, because they only operate 9a-5p.
B: We are a small company. Being small allows us to give our customers a great deal of personal attention and allows us to keep cost very low. We are managed very well. We are open Monday through Friday 9am-7pm, and Saturday 9am-1pm. These hours are posted on our website. We provide voicemail and email outside business hours. Calls and emails are responded to within 24 business hours.
9. A: Not at all like ******* a professional cell phone company, that knows hoe to transfer phone numbers and activate a phone within minutes not weeks.
B: ******* cannot complete ports with incorrect information, no matter how professional they are.
10. A: Do not use this company for your elderly parents.
B: We have thousands of very satisfied customers who would disagree with this statement.
11. A: Oh yeah I almost forgot they put me on hold for 10 minutes to reach the manager *** and I eventually hung up. The second time I asked for the manager ****** said he was out to lunch at 1:30Pm EST.
B: Please understand that our managers may be helping other customers. We regret long wait times when they occur, but understand that we cannot control the amount of time a customer's situation may take to resolve. Also, our managers are entitled to lunch breaks. Lunches often occur after peak call hours, so that they are available when most likely needed.
12. A: This company is a joke and I want all my money refunded.
B: The customer did not provide us with the information required to complete his number transfer, and did not follow our posted return guidelines. Instead, he just shipped everything back to us without giving us the opportunity to resolve the issue. Our website and return policy clearly state that service fees are non-refundable.
While we regret that the customer is not happy with the outcome of his experience, our company made every effort to deliver on what was expected of us. The problem was not with our failure to complete the number transfer, but with the customer's failure to provide the correct information for us to be able to complete the number transfer. At any time, the customer could have provided us with correct information, or could have received a new phone number.
Our return policy was stated at the time of purchase and is still posted, as are our hours of operation.
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they are making $40 for no service that was not provided. They should refund the complete amount because the cell phone was never connected to the service. Isn't it just wrong to charge someone for service that wasn't provided? They are more than happy they wasted our time, provided no follow up and stole $40 for nothing. Thanks Snapfon
| 01/27/2014||Problems with Product / Service | Read Complaint Details|X
I ordered a Snapfon for my 93 year old fully disabled mother for Christmas. Upon receipt of the phone (12/29/13), I contacted the phone numbers listed on the packing slip to ask questions about the phone, the wireless carrier, etc. . . There was no response from a live customer service representative -- I was asked to leave a message and a phone number and the company would return my call within 24 hours. 24 hours later, no return call so I called again. I also e-mailed. To this date (1/3/14), no return call or e-mail. I contacted the company again this morning and did get a live customer service representative (Erin) who politely provided information that I hope will result in my services being connected.The main reason for filing this complain with BBB is that this is a company targeting seniors that still has failed to make contact and back their product. When I asked Erin to speak with management she explained that they had just left for their break and that I could leave a message. If this were truly an emergency and their product failed to perform, this would potentially create a life threatening situation. Not acceptable on any level. The competitors for this company offer 24/7 live customer service that picks up within 3 rings. No excuses, please. Just fix this failure to perform.Respectfully, ***** P. *****
Order_Number: IMEI XX(X)-XXXXXXXXX
To meet the BBB standards of customer service, company agrees to staff adequately during peak purchasing/servicing seasons. Management personally contacts customer with this type of complaint to get the customer service relationship back on track i.e., a personal apology from one of the company principles (LLC)with an explanation as to who other seniors won't encounter this type of problem in the future.
Order Placed: 12/13/XX - X:XX AM
Order Shipped: 12/13/13
Delivered per USPS: 12/20/XX - XX:XX PM
Tracking #: XXXXXXXXXXXXXXXXXXXXXX
***** ***** purchased a phone, headset and Basic Unlimited Plan from our company on December 13, 2013.
On December 31, 2013 she emailed our office the following message:
Message: Failed to register SIM, invalid SIM
Ordered: basic unlimited plan Migration from Jitterbug to EZ two
Paid for SIM-CAZ #XXXXXXXXXXXXXXXXXXXX
Problem: invoice reads moving existing number from EZ one to EZ two. No previous EZ one. You are not responding to voice messages. Will return phone this week if no response based on poor customer service. Jitterbug responds with live person within three rings.
XXX-XXX-XXXX/text or phone
Sent from my iPhone
She claims she left multiple voicemails requesting a call back, but we have no record of any phone messages from her number (XXX-XXX-XXXX) between her order date and the date of her BBB complaint.
Unfortunately, we were closed December 31 and January 1 for the New Year. This closure was publicized on our website's homepage for several days prior and through the holiday. On January 2 at 1:26 pm one of our representatives sent the following response to the customer's email above:
I apologize we are just now getting back to you. We were closed for two days, on New Years Eve and New Years Day. I just called the number below, XXX-XXX-XXXX, and left a voicemail. If you could please give us a call back at XXX-XXX-XXXX. We'll be here until 7pm Eastern. Again, sorry we missed each other. We'll be looking forward to your call.
SeniorTech Customer Service
Snapfon, oneCall Mobile Monitoring,& VisiKey
The customer indicates she wishes for us to staff adequately during peak hours. Please note that we did plan for high volume, however we lost over 20% of our staff unexpectedly to illness. This was unforeseen and the remainder of our staff worked additional hours to help make up for those who were out.
On January 3, the customer submitted the account information necessary to transfer the number (XXX-XXX-XXXX) to our service, but on January 6 suspended the service to return to her previous carrier. On January 11, we received the following email from the customer:
I've already returned the phone and returned to GreatCall/ jitterbug. They're open 365/24/7 because the lives of the customers they serve do not close down for the holidays nor have the time to wait for a delayed response.
Letting AARP know of our experience.
Sent from my iPhone
We regret the experience that the customer has had, but we have done everything in our power to handle her account as we promise on our website:
1. We shipped the order the same day it was received, although shipping is posted on our site as taking 2-3 business days from the order date.
2. Shipping time was well within normal expectation for USPS Priority Mail (7 days from order to delivery - Chattanooga TN to Pasadena, CA).
3. All of the information she cites as being the cause for her concern and for contacting us is readily available on our website (phone, wireless carrier) in the Support section at http://www.snapfon.com/support/eztwo/index.php
4. We posted our holiday hours on the homepage of our website so that our customers would know what to expect.
5. We are currently processing her return per the terms of our 30 day guarantee.