ComplaintsforSonim Technologies Inc

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new phone from them. I had it less than a week before it failed. I tried for 2 weeks to obtain an RMA. Once I finally had that, I sent in the phone on ***************** . They received it on ******** and are supposed to have a maximum 2 week turn around. They are to either fix it or send me a new one. I have now been waiting a month. There is little to no response from phone calls or emails and I still don't have an ETA on when I should be expecting to receive a working unit back.There is no way to call this company and get someone on the phone.

  Business response

  04/03/2023

  Dear ******************,

  Thank you for your message and I want to apologize for our slow response to your warranty submission.  I have personally reached out to the Sonim ************************* team to get an understanding of where we are with your warranty claim.  Please allow me by the end of the day tomorrow to get you an update.  Should you need to speak to me directly, please feel free to contact me at *************************************. 

  Sincerely,

  
  *********************

  Sr. Director, Customer Experience

  **********************, Inc.

  (e): *************************************

  (m): ************

  Customer response

  04/07/2023

   
  Complaint: 19869667
  
  I am rejecting this response because:

  It has been four days since the representative of Sonim stated he would get back to me the following day.  There has been no followup, no update on when my repaired phone will be returned, when a new phone will be shipped.  This is back to my original complaint of little to no communication with this company.  I had sent him a detailed message (at his own offering) as to how much communication has been attempted and how long this process has been going on.  This level of service from a company in the business of communication is completely unacceptable.  I am to the point of requesting a full refund of my purchase unless they resolve this issue immediately.  It should have been as simple as shipping out a replacement as listed in their own warranty.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a Sonim xp3 in April 2021. In november the keypad started detaching. Returned the phone for service under sonims 3 year warranty. Received the phone back, the microphone didn't work. Returned phone again received back, still no working microphone. Returned again received back, still no microphone, and now the keypad doesn't work properly. Have been without the use of this phone since the last of november. **************** line/email is very time consuming and often will not return calls/emails.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sonim Support: Order #***** refund request.Case # ******** . I have not been issued a credit on ***************** protectors that I no longer have and that are back in the possession, in perfect condition, to Sonim. Issue began on 07/23/21 -I sent an email cancelling order same exact day I made on-line purchase which was 7/23/21. Sonim had plenty of time to cancel ************ shipped it anyway; protectors recd on 7/26/21 & holsters actually sent on 8/24/21. Corresponding with email address *************************************** I sent another follow up email 9/9/21 as I didn't hear back from my last email dated 9/24/21. info sent to them; we picked up pkg/went directly to the desk clerk and did Return To Sender and denied the package for holster. Screen protectors were sent back prior and I also sent them a tracking number for the protectors. In attached emails, you will see they said they will refund but they have not done so.

  Business response

  09/30/2021

  We have received this complaint and have recognized that we had a training opportunity with a newer agent.  We have confirmed that we have received the returned accessories and have issued the credit and expect the customer to receive their refund promptly.  We will reach out to the customer as well to offer our apologies for the unnecessary delay.  We are also setting up a refresher training for the agents to make sure everyone is aware of the process so we don't delay any communication with our customers.

  Thank you very much.

   

  *********************

  Sr. Director, Customer Experience

  **********************, Inc.

  ****************************************************

  Customer response

  10/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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