Cellcom

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

April 16, Ms [redacted] Trade Practice Consultant Revdex.com WGreenfield Ave Milwaukee, WI RE: Complaint ID # [redacted] [redacted] [redacted] [redacted] [redacted] Dear Ms [redacted] In response to Ms [redacted] second rebuttal, I've decided to go back to her original statement of problem I have restated each comment she made and put my response in italics immediately following her comments I signed a contract for two years and got a brand new phone That is true The phone was only covered under a one year warranty That is true and is the standard manufacturer warranty on all iPhones Of course, the phone made it months; a month out of warranty The device was first brought to Cellcom on 3/9/and, at that time, the phone was 15+ months old I pay insurance monthly and was now told I needed to pay another $on top of the monthly insurance payment to receive a refurbished used phone The handset protection coverage does have a monthly fee plus a deductible if a claim is made However, Cellcom provides a new device not a refurbished device when eligible for an insurance replacement The new device, had she paid the deductible, would have had a one-year warranty for electrical and mechanical defects I took my broken phone to an iPhone specialist for a second opinion; it was there that I found Cellcom had given me a used phone from the get go There were pieces inside as well as a used battery not provided through Apple a What we don’t know: I where she took the phone or what she was told; and ii whether she has paperwork that shows this ‘specialist’ was authorized by Apple; iii if her device was taken to someone else for repair purposes who could have put used parts in the phone between buying it from us and 3/9/ b What we do know is: I that we sold her a ‘new’ device on 12/2/13; and ii we didn’t do any work on her phone between the purchase date and 3/9/15; and iii that Apple provides us the opportunity to see the work any ‘authorized iPhone dealer’ has done on any of the phones we have sold via Apple’s GSX (Global Service Exchange) system There is no record on Apple’s GSX of any authorized person working on her phone at all; and iv GXS also provides us information about warranty coverage, activation, diagnostic testing, repairs done and troubleshooting on all Apple devicesThis system shows that Ms [redacted] device is out of warranty, purchase was 12/2/and that no diagnostic repair or troubleshooting was done by an ‘authorized’ Apple provider This would indicate that the ‘specialist’ she took her phone to was not ‘authorized’ by Apple to do diagnostics Customer service told me he didn’t see this conversation going anywhere as well as their insurance plan is like car insurance – you pay every month but still pay a deductible Excuse me? If I bought a brand new car it would have longer than a one-year warranty and it wouldn’t be filled with used parts My contract is fraudulent as well as Cellcom’s practices I believe the Customer Care Rep was using the car analogy to explain how insurance policy/procedures work and I’m sorry if that confused her and subsequently frustrated her I would like a refund on the cell phone I purchased as I was told it was NEW and it isn’tWe do not agree; her phone was new when she purchased it As well as to get out of my contract since Cellcom has already violated the terms and have breached itI agreed to let her out of her contract but she rejected that offerShe also listed the purchase price of $Our invoice shows that the line in question cost Mr [redacted] (the financially responsible person on this account) $52.45, not the $Ms [redacted] mentioned in her initial complaint If she would like a copy of the receipt, we can surely send that to the Financially Responsible Person (Mr [redacted] ) on this account We could also send him a copy of the GSX screens which show that no Apple authorized person worked on her device As offered previously, I am still agreeable to allowing the deactivation of the line in question without paying an early termination fee of $ However, I am not making the same offer to the other lines on this account We did give Mr [redacted] a call last week and he was not aware that [redacted] had filed a complaint and told us he wants to talk to her and then will get back to us Mr [redacted] did not call our Repair Manager back but [redacted] did [redacted] has a line on this account and, in fact, is the person using the phone that Ms [redacted] complaint is about During the conversation with our Repair Manager on Wednesday, she discussed with [redacted] most of the topics mentioned above She also informed him of all the options he had available to him including the fact that if he files a claim his deductible may only be $based on the insurance company’s determination of eligibilityThe insurance is not through us so we are not in charge of price of the deductible or eligibility determination She also explained to [redacted] that he would have to file a claim within days of when the issue occurred (3/9/is when he let us know about it) and that, if eligible, he would receive the same model phone he has now and it would be new We are not sure what [redacted] will do but our offer of letting this line out of contract without penalty still holds Sincerely, [redacted]

December 8, Ms [redacted] Trade Practice Consultant [email protected] RE: Revdex.com File Cellcom Account # [redacted] Ms*** [redacted] Dear Ms [redacted] We received your notice of complaint dated December 1, 2014, regarding Ms [redacted] *** and have looked into the facts surrounding the complaint Ms*** is saying that she told our retail representative in either June or July that she wanted to cancel her service with us and believes she owed us around $at that point in timeI looked at the details notes from all ten interactions she had with our employees on 6/ The notes state that Ms*** inquired, over the phone, about what it would cost to deactivate her service with us but there is no record that she requested to be deactivated I talked with our retail rep that Ms*** references in her complaint He does not recall the interaction with her and stated that whenever a customer requests to be deactivated he would do that and put notes on the account accordingly I cannot speak to the rudeness of our sales representative because I was not present during the conversationHowever, I did listen to the call Ms [redacted] had with [redacted] Ms***’s language, as well as her boyfriends’ language in the background, was so vulgar and offensive that [redacted] asked her to stop using profanities and offensive language or she would hang up Ms [redacted] continued using profanities so [redacted] hung up Our employees will not put up with vulgar and offensive language and are coached that it is acceptable to hang up if the customer continues to use that type of language Even though we have no documentation that she requested to deactivate, I will agree to modify their deactivation date to 6/30/ At that time, Ms [redacted] was correct that her balance was around $160.00; it actually was $ The $does not include her early termination fees for not fulfilling her contract Therefore, she owes an additional $for each of two lines or a total of $for a grand total of $ She had paid a $security deposit when she signed up for service with us in February of We subtracted that amount from the total to come up with $that is owed to us at this time Please let us know if there is anything else you need Sincerely, [redacted] Director of Customer Service Cellcom [redacted]

Re: ID # *** Mr. *** *** *** *** ** * *** *** ** *** Dear Ms***: Thank you for presenting us with an opportunity to respond to *** concernsIn reviewing *** account, he did request service to be cancelled on July 22, 2014. We attempted to
reach out to *** that day and several times afterward to confirm and discuss with him. On August 12, we finally were able to speak with *** to discuss this situation and cancel his service. We cancelled the service effective July and he was not billed for any services afterward. The $was owed for service from June to July that was not paid. His last payment to Cellcom was on June 2, which was the May invoice for services May to June 22. So therefore, we have been trying to collect this final amount owed. It has become increasingly clear that *** doesn’t understand the timeline of payments made and bills received. He is firmly convinced that we are billing him for an extra month’s serviceWe realize that *** is frustrated and have attempted to explain the charges to him on several occasionsCellcom is committed to healing this relationship and parting on more amicable termsTherefore, we have written off the $58.91. Additionally, we spoke to *** on February 12, and explained that we were writing off the $and reiterated what that charge was for. He was very appreciative of the write off and our efforts to work with him on this Sincerely, *** *** Director of Customer Service Cellcom *** *** *** ***
*** ** ***
*** ***

May 18,
*** ***
Revdex.com
WGreenfield Ave
Milwaukee, WI
Re: Revdex.com #***
*** ***
*** *** ***
*** ** ***
Cellcom Account # ***
Dear Ms***
After receiving our customer complaint from you on May
12, we researched the situation. The phone Ms*** is referring to in her complaint is not a phone she personally uses; it is used by her sister. I will restate what Ms*** said in her complaint along with my italicized comments in brown
Purchased a NEW iPhone 5c from a Cellcom authorized dealer in Waupaca WI on 12/12/14. Our records show that she did purchase a phone from Mobile Link in December. The phone started acting strange within mths. Ms*** is saying the phone started acting strange in February of but the first time we were contacted about a problem was 4/28/15. We have no record of touching this phone between the dates of purchase until April of
Took back to place of purchase and they would not do a factory reset. Took it to Appleton, they could not either so they kept phone for service. Was never called backWhen I called to check on status, they told me the phone had been tampered with by a ‘third party’ thus voiding the Apple warranty. The phone was never taken anywhere besides a Cellcom authorized dealer store. Our repair staff, when opening the device, found there were multiple components that were no longer alignedWe do not have repair staff in our agent locations or our Appleton store. And only repair staff have the tools to open iPhones; therefore, we know that no one at our agent location or retail store could have opened the phone between purchase date and bringing it to Appleton to be shipped to Repair staff in DePere on 4/28/
They are willing to give us a used phone as replacement but the fact remains that the phone was never taken elsewhere for ANY type of work In fact, five phones were purchased from the dealer in Waupaca within a four month time span but two of the BRAND NEW phones had a sticker on the phone when it came out of the box that said the branch office info on it. Are they marking some “new” phones for some reason? As I believe our Repair Manager (Rocky Tauschek) explained to Ms***, she researched extensively the history of all five of the phones Ms*** purchased and every one was a new phone that had never been active on any other phone number. Apple has very detailed ‘systems’ that track the life of every phone they ever produced and because we sell Apple phones we have access to all that informationAs do other cellular agencies, sometimes the agent puts their ‘marketing label’ on the phone in hopes that they will come back to their store for any future cellular needs they may have.
Apple told us the phone was not activated earlier than the purchase date, yet it is now my word that holds no bearing in the fact it was never taken elsewhere besides a Cellcom storeAs mentioned above, Apple has very detailed records on every device they ever sold. Therefore, when Ms*** contacted Apple, Apple substantiated our statement that the phone was not activated previously. Many Cellcom reps had handled this phone yet buying a new phone means nothing anymore Many Cellcom reps handled this phone but they cannot falsify Apple records; so there is no doubt that Ms*** was sold brand new phones that no one else used prior. I am being given a used phone as a replacement but it is the principal that is wrong here. We offered to send her phone to Apple, but we believed they may charge her for fixing it because it is ‘out of warranty’ due to “multiple components no longer being aligned” Ms*** did not want to send it to Apple because she didn’t want possible charges on her credit card. What she may not realize is that if we did send it to Apple, and if she qualified to a replacement phone, it would have been a used phone (not a new phone as she is requesting)
As an appreciation of being a long-term Cellcom customer, we did offer her a used phoneAnd this used phone was only used one day by a customer who decided an gb wasn’t big enough and returned their gb for a gb. Because Ms***’s current phone is no longer under warranty with Apple, we are offering to pick up the warranty on the used phone we are offering her until 12/12/15. We offered to call her sister to explain the situation and tell her about the used phone we were giving her as a replacement. However, Ms*** did not want us to contact her sister for any reason and she declined our offer to call her after her sister had this replacement phone for a while to see how it was working.
Ms***’s desired settlement is that she wants the Waupaca Cellcom authorized dealer directly asked why there are stickers on some of their NEW phonesThis morning, I talked to the owner of Mobile Link and he said that he requires his staff to put small Mobile Link stickers on each phone if they remember. That explains why two of the five had stickers on themHe was disappointed that there was not a sticker on each one. How can they reassure me I received brand new, never touched phones when that is what I paid for and resigned another two year contract. Our records and Apple’s records both show that the iPhones on her account were brand new when she purchased them and had never been activation previously. She also has two Samsung phones with us and we verified in our system that they were brand new also. I asked for a new phone replacement but that request was denied because of them accusing me of taking the phone to a third party. We surely don’t mean to accuse Ms*** of anything. We have provided a replacement phone that has been tested thoroughly and we are taking on the ‘warranty’ responsibility because Apple will notIn addition, the phone she was having problems with was four and half months old and she received a replacement phone that was one day old and tested out with no problems
If you have any questions of me, please let me know
Sincerely,
*** ***
Director of Customer Service
Cellcom
*** *** *** ***
*** ** ***

December 7,
2015Ms. [redacted]...

[redacted]                                   ...⇄ Trade
Practice ConsultantRevDex.com10019 W.
Greenfield AveMilwaukee,
WI 53214[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  We received
your notice of complaint dated November 27, 2015, regarding Mr. [redacted] and have looked into the facts surrounding the complaint.  In an effort
to resolve this matter proactively and restore our relationship, we reached out
to Mr. [redacted] on Friday, December 4 to apologize for our lack of help in
resolving his concerns.  We had a
terrific conversation and discussed his data usage.  We advised him to set up a “myCellcom”
account so that he can easily monitor his data usage as well as further educated
him on data usage, billing, etc.  Additionally,
we provided him a credit for data overage charges he incurred which will appear
on his next invoice.  We gave Mr.
[redacted] the direct extension of a team leader should he have any additional
concerns and arranged a follow up call for later this month.  Mr. [redacted] was satisfied with this outcome
and appreciated our call.  Please let
us know if there is anything else you need.   Sincerely,[redacted], Director Customer ServiceCellcom1580 Mid
Valley Dr.De Pere, WI
54115

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My husband and I would like to thank you for advocating on our behalf regarding our issue with Cellcom.   We had been struggling with this since June and because of intervention by the Revdex.com the issue was resolved quickly and fairly.  Again, we truly appreciate the effort and concern you showed regarding our case. Sincerely,[redacted]

July 22, 2016   Ms. [redacted] Trade Practice Consultant Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214   Re: Complaint #[redacted] Dear Ms. Schultz:   We received your notice of complaint dated 7/15/2016 regarding Mrs. [redacted] concerns with data overages and the service...

she has received.       In researching this complaint I have found that we have spoken to Mrs. [redacted] and her husband numerous times regarding their data usage since they started their service with Cellcom in February 2016. During the course of those conversations we attempted to help them identify what might be causing the data overages as well as get them on the appropriate data package based on their data usage.  Mrs. [redacted] mentioned that they do not have internet service at their home so therefore they cannot utilize Wi-Fi. Additionally her husband is an over the road truck driver who also does not have access to a Wi-Fi connection. In March, Mrs. [redacted] stated she has the “myCellcom” app downloaded on her phone which assists in monitoring data usage, and we helped her get logged in so she could start using it.      When discussing data usage on 7/14/2016 Mrs. [redacted] told us her husband’s device reflects data usage of:  ·        YouTube 5 GB used ·        Internet 5 GB used ·        Facebook 3GB used, to name a few. I have reviewed the available data usage records and confirmed the usage that has been billed to the account is accurate. Additionally, I have verified that we sent a total of 127 data usage notifications to both Mr. and Mrs. [redacted] devices. These usage notifications provide data usage alerts informing them when they have come close to their data plan allotment as well as each time they exceed their allotted plan amounts.       Since February we have provided Mr. and Mrs. [redacted] with $365.00 worth of credits on their account regarding their data overages: ·        3/6/2016:  $45.00 ·        4/12/2016: $170.00* ·        7/14/2016: $150.00   *On 4/12 Mrs. [redacted] spoke to both our Customer Care Department and our Customer Loyalty department regarding $205.00 in data overages.  She was transferred to Customer Loyalty because she indicated she wanted to leave Cellcom and go back to US Cellular.  Customer Care provided a customer appreciation credit in the amount of $67.50 and then Customer Loyalty provided a credit of $102.50 which was half of the data overage charges they incurred.  Additionally, since Mrs. [redacted] stated she wanted to keep her data usage below 15GB and to further incent her to stay with Cellcom, we offered to credit an additional $102.50 in June if they kept their data usage down.  However the additional credit was not given in June as they continued to have data overages.     We believe we have acted in good faith regarding this customers’ account.  We have educated them on their data usage, how to monitor it to avoid overages, offering to switch them to a more appropriate data plan based on their usage, have billed them correctly and issued numerous credits to their account.   They most certainly have the right to leave Cellcom and if they do, we will not offer any additional credits or forgive their current balance nor waive any early termination fees.  Their existing account status is as follows: ·        Current Balance as of 7/22/2016:  $645.29 which includes a past due amount of $216.00. We have also extended the payment due date for the $216.00 balance to 7/25/2016 in order to avoid suspension of service. If payment of $216.00 is not received by 7/25/2016 the service on the account will be suspended on 7/26/16. Early termination fees (ETFs) would be as such: ·        The line of service ending in 5912 has an ETF of:  $300.00 ·        The line of service ending in 3008 is not under contract and it has a “loaner” phone provided by us so therefore this phone would need to be returned to us or they would be charged $599.95, which is the used pricing for that particular device.    If they stay with Cellcom, they are responsible for paying their current balance as mentioned above.  No ETF’s will apply.   Please let me know if you have any questions or need any additional information.  Sincerely,   [redacted]
Director of Customer Service Cellcom [redacted]

January 13, 2015
[redacted]
Revdex.com
10019 W. Greenfield Ave
Milwaukee, WI 53214
 
Re: Revdex.com  #[redacted]
[redacted]
Cellcom  #14096509
W379 HWY 64
Athens, WI 54411
 
Dear Ms. [redacted]
We appreciate this opportunity to address Mr....

[redacted] concerns.   [redacted] made one call into our contact center in the last two months.  During this conversation, he outlined an elaborate theory as to why he was receiving a bill for approximately twice the normal amount.
It is Mr. [redacted] belief that Cellcom is owned by a large retail corporation that manipulated select customer’s bills in a way that kept certain customers from receiving their November’s invoices. He believes that this was done to give customers the illusion of having more money for the holidays, which our customers would then spend at our retail store to purchase “electronic equipment.” Mr. [redacted] then felt we added November’s charges onto December’s invoice to reclaim the funds we didn’t collect in November.
We have faithfully sent an invoice to the address of record each month.  In researching Mr. [redacted] address history, he changed his address around July of 2014 and we have been consistently sending his invoices out to the updated address of record without incident. We have only one incident of returned mail from the USPS on file, in regards to Mr. [redacted] account. That happened in March of 2012 and his address remained unchanged until July of 2014. Our records show that his November invoice was printed and mailed on November, 25, 2014. 
At no point has Cellcom altered or manipulated any customer’s invoice or interfered with the timely delivery of invoices. We have always taken great pride in the accuracy of our billing and subsequent delivery. We have reviewed Mr. [redacted] situation with our in-house Billing Department and they have found no errors or discrepancies in processing Mr. [redacted] invoice.   Cellcom is an independently owned and operated, local company with deep community roots. We have a rich history and a long legacy of active community involvement. 
We have received payments for all of our previous invoices with the exception of November and December. December’s invoice does reflect both November and December’s charges. The charges are all accurate, correct and properly billed.
Mr. [redacted] isn’t disputing that he had active service, nor is he disputing the charges that were billed. He is upset that he believes he never received November’s invoice and therefore feels entitled to a free month’s service.
We respectfully disagree with Mr. [redacted] assessment and his interpretation of events. We have however, reached out to Mr. [redacted] and spoke to him on 1/12/2015.  We had a great talk and as a goodwill gesture, we offered an appreciation credit of $81.00, which is approximately one third of the disputed bill along with 100 bonus minutes.  Mr. [redacted] was appreciative and accepting of our call and our offers.   He is satisfied with this resolution. 
Sincerely,
[redacted]
Director of Customer Service
Cellcom
[redacted]     
[redacted]
[redacted]

Below is the letter that we sent to Mr. and Mrs. [redacted] in response to their complaint filed with you on 9/24/15. Please let me know if you have any questions.[redacted] Director of Customer Care, Cellcom, [redacted] [redacted] 
?
September 30,...

2015
 
Mr. [redacted]
[redacted]       
[redacted]
 
Dear Mr. and Mrs. [redacted]
 
I would like to start by saying how sorry I am that your vacation was negatively impacted by the fact that your Cellcom phone did not work for you while away from your ‘home’ area.
 
A number of our employees reviewed all of the interactions that you had with us, or our agent, and it is clear that we missed multiple opportunities to take good care of you with the problem you were facing.  I can assure that you that we have learned many lessons from your situation and will make changes to some of our processes.
 
I know you mentioned in your document to the Revdex.com that “all you wanted was to be released from the contract without penalty”.  We most definitely are releasing you from your contract without penalty. In addition, we have eliminated the bill that was recently sent to you asking for payment in the amount of $57.24.  As of today, you do not owe us any amount.
 
In addition, enclosed you will find a check for $400 as appreciation for the many years you were a Cellcom customer and for taking the time to write and send the detailed letter to us.  As I said before, it provided us with many learning opportunities.
 
Mr. and Mrs. [redacted] I again apologize. I humbly wish that we could entice you to come back to Cellcom.  We would love a second chance to regain your trust and respect and allow us to be your cellular provider.
 
If you want to talk with me about this letter, giving us a second chance to be your provider, or anything that lead up to you sending us your letter and filing a complaint, please call me.  My direct number is [redacted].  Just an FYI - I will be on vacation starting Tuesday, October 6th until Tuesday, October 13th but I am more than happy to chat with you before or after that time.
 
Sincerely,
 
[redacted]
Director of Customer Service
Cellcom
1580 Mid Valley Drive
Green Bay, WI 54115<

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] of Cellcom's response was  A joke. Just like their business. Clearly she didn't read my complaint properly because I never spoke of a broken lens. I brought the phone into the Rhinelander store because the phone wouldn't hold a charge. I will NOT be paying the $175 for a USED phone through Cellcom's insurance plan because also as I stated in my complaint, I already took the phone to a REPUTABLE iPhone REPAIR man who fixed my phone and LISTENED to my problem rather than suggesting nonsense like Cellcom. I will not be doing #1. 2. or 3. of Diane's POOR idea of a conclusion to this problem. Just as I stated in my complaint, Cellcom has TERRIBLE customer service and [redacted] OF CELLCOM and her response to my complaint are proof. Her response is so robotic and she clearly didn't listen to a single concern.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

December 8, 2014
 
  
Ms. [redacted]
Trade Practice Consultant
[email protected]
RE:  Revdex.com File 10324511
        Cellcom Account #[redacted]
        Ms. [redacted]...

[redacted]
 
Dear Ms. [redacted]
 
We received your notice of complaint dated December 1, 2014, regarding Ms. [redacted] and have looked into the facts surrounding the complaint.    
 
Ms. [redacted] is saying that she told our retail representative in either June or July that she wanted to cancel her service with us and believes she owed us around $160 at that point in time. I looked at the details notes from all ten interactions she had with our employees on 6/30.  The notes state that Ms. [redacted] inquired, over the phone, about what it would cost to deactivate her service with us but there is no record that she requested to be deactivated. 
 
I talked with our retail rep that Ms. [redacted] references in her complaint.  He does not recall the interaction with her and stated that whenever a customer requests to be deactivated he would do that and put notes on the account accordingly. 
 
I cannot speak to the rudeness of our sales representative because I was not present during the conversation. However, I did listen to the call Ms. [redacted] had with [redacted]  Ms. [redacted]’s language, as well as her boyfriends’ language in the background, was so vulgar and offensive that [redacted] asked her to stop using profanities and offensive language or she would hang up.  Ms. [redacted] continued using profanities so [redacted] hung up.  Our employees will not put up with vulgar and offensive language and are coached that it is acceptable to hang up if the customer continues to use that type of language.   
 
Even though we have no documentation that she requested to deactivate, I will agree to modify their deactivation date to 6/30/14.  At that time, Ms. [redacted] was correct that her balance was around $160.00; it actually was $164.06.  The $164.06 does not include her early termination fees for not fulfilling her contract.  Therefore, she owes an additional $189.90 for each of two lines or a total of $378.18 for a grand total of $543.86.  She had paid a $200 security deposit when she signed up for service with us in February of 2013.  We subtracted that amount from the total to come up with $342.86 that is owed to us at this time.    
 
Please let us know if there is anything else you need.
 
Sincerely,
 
[redacted]
Director of Customer Service
Cellcom
[redacted]
[redacted]
[redacted]

March 20,
2015
 
 Ms. [redacted]                                                                     ...

                                                         
Trade
Practice Consultant
RevDex.com
10019 W.
Greenfield Ave
Milwaukee,
WI 53214
 
Re:
Complaint ID #[redacted]
Cellcom
Account #[redacted]
Mr. [redacted]
[redacted]
[redacted]   [redacted]
 
Dear Ms.
[redacted] 
 We received
your notice of complaint dated March 19, 2015, regarding Mr. [redacted] and
have looked into the facts surrounding the complaint. 
Upon
reviewing Mr. [redacted] account and associated phone calls, our handling of his
concerns was poor in contrast to the level of service we strive to
provide.   In an effort to resolve this
matter proactively and restore our relationship, we reached out to Mr. [redacted]
on March 19 to apologize and verify that his voicemail was working well.  We offered Mr. [redacted] a two month credit for
his line which was $100.  He happily
accepted our offer.  Additionally, we
provided the direct extension of a team leader, should he have any additional
concerns.  Mr. [redacted] was satisfied with
this outcome.    
 Please let
us know if there is anything else you need.  
 Sincerely,
 
[redacted], Director Service Center
Cellcom

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  Regards, [redacted] the other stipulation is they contact the collection agency they turned me over to  and clear my account with them and get it off of my credit report  as settled and I pay cellcom directly and where do I return the phones to they can call me to arrange this if they chose to do so or email is ok as well

April 16, 2015
 
Ms. [redacted]
Trade Practice Consultant
Revdex.com
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
            RE:  Complaint ID # [redacted]
            [redacted]
            [redacted]
            [redacted]
            [redacted]
 
Dear Ms. [redacted]
 
In response to Ms. [redacted] second rebuttal, I've decided to go back to her original statement of problem.  I have restated each comment she made and put my response in italics immediately following her comments. 
 
1.     I signed a contract for two years and got a brand new phone.  That is true.
2.     The phone was only covered under a one year warranty.  That is true and is the standard manufacturer warranty on all iPhones.
3.     Of course, the phone made it 13 months; a month out of warranty.  The device was first brought to Cellcom on 3/9/15 and, at that time, the phone was 15+ months old.
4.     I pay insurance monthly and was now told I needed to pay another $175 on top of the monthly insurance payment to receive a refurbished used phone.  The handset protection coverage does have a monthly fee plus a deductible if a claim is made.  However, Cellcom provides a new device not a refurbished device when eligible for an insurance replacement.  The new device, had she paid the deductible, would have had a one-year warranty for electrical and mechanical defects.
5.     I took my broken phone to an iPhone specialist for a second opinion; it was there that I found Cellcom had given me a used phone from the get go.  There were pieces inside as well as a used battery not provided through Apple.
a.     What we don’t know:
                                        ...⇄ I.     where she took the phone or what she was told; and
                                        ...⇄ ii.     whether she has paperwork that shows this ‘specialist’ was authorized by Apple;
                                        ...⇄ iii.     if her device was taken to someone else for repair purposes who could have put used parts in the phone between buying it from us and 3/9/15.
b.     What we do know is:
                                        ...⇄ I.     that we sold her a ‘new’ device on 12/2/13; and 
                                        ...⇄ ii.     we didn’t do any work on her phone between the purchase date and 3/9/15; and
                                        ...⇄ iii.     that Apple provides us the opportunity to see the work any ‘authorized iPhone dealer’ has done on any of the phones we have sold via Apple’s GSX (Global Service Exchange) system.  There is no record on Apple’s GSX of any authorized person working on her phone at all; and
                                        ...⇄ iv.     GXS also provides us information about warranty coverage, activation, diagnostic testing, repairs done and troubleshooting on all Apple devices. This system shows that Ms. [redacted] device is out of warranty, purchase was 12/2/13 and that no diagnostic repair or troubleshooting was done by an ‘authorized’ Apple provider.  This would indicate that the ‘specialist’ she took her phone to was not ‘authorized’ by Apple to do diagnostics.
6.     Customer service told me he didn’t see this conversation going anywhere as well as their insurance plan is like car insurance – you pay every month but still pay a deductible.  Excuse me?  If I bought a brand new car it would have longer than a one-year warranty and it wouldn’t be filled with used parts.  My contract is fraudulent as well as Cellcom’s practices.  I believe the Customer Care Rep was using the car analogy to explain how insurance policy/procedures work and I’m sorry if that confused her and subsequently frustrated her.
7.     I would like a refund on the cell phone I purchased as I was told it was NEW and it isn’t. We do not agree; her phone was new when she purchased it.   As well as to get out of my contract since Cellcom has already violated the terms and have breached it. I agreed to let her out of her contract but she rejected that offer. She also listed the purchase price of $300. Our invoice shows that the line in question cost Mr. [redacted] (the financially responsible person on this account) $52.45, not the $300.00 Ms. [redacted] mentioned in her initial complaint.  If she would like a copy of the receipt, we can surely send that to the Financially Responsible Person (Mr. [redacted]) on this account.  We could also send him a copy of the GSX screens which show that no Apple authorized person worked on her device.
 
As offered previously, I am still agreeable to allowing the deactivation of the line in question without paying an early termination fee of $200.  However, I am not making the same offer to the other lines on this account. 
 
We did give Mr. [redacted] a call last week and he was not aware that [redacted] had filed a complaint and told us he wants to talk to her and then will get back to us.  Mr. [redacted] did not call our Repair Manager back but [redacted] did.  [redacted] has a line on this account and, in fact, is the person using the phone that Ms. [redacted] complaint is about. 
During the conversation with our Repair Manager on Wednesday, she discussed with [redacted] most of the topics mentioned above.  She also informed him of all the options he had available to him including the fact that if he files a claim his deductible may only be $50 based on the insurance company’s determination of eligibility. The insurance is not through us so we are not in charge of price of the deductible or eligibility determination.  She also explained to [redacted] that he would have to file a claim within 60 days of when the issue occurred (3/9/15 is when he let us know about it) and that, if eligible, he would receive the same model phone he has now and it would be new.  We are not sure what [redacted] will do but our offer of letting this line out of contract without penalty still holds. 
 
Sincerely,
 
[redacted]

We received
your notice of complaint dated March 14, 2017 regarding Mr. [redacted]
concerns with having been charged an early termination fee. We have made
numerous attempts to work with Mr. [redacted] regarding his concerns in the Coleman
area. Offers had been made to waive all fees with the...

return of equipment,
however, this was not done. We do recognize that the Coleman area is a weaker
coverage area, so offers were also made to demo cellular boosters, but these
offers were declined. It is clear
that Cellcom is not able to meet Mr. [redacted] needs, so we will refund the
final $230 that Mr. [redacted] is asking for. The amount in question will be sent
in the form of a refund check made out to Mr. [redacted], who has
financially responsibility for the account. While we
appreciated Mr. [redacted] business, we are also glad to see that he was able to
find a carrier that meets his needs. We wish him well in future. Please let
me know if you have any questions or need any additional information. Sincerely,[redacted]Director of
Customer ServiceCellcom

September 25, 2015   Ms. [redacted] Trade Practice ConsultantRevdex.com10019 W. Greenfield AveMilwaukee, WI 53214  [redacted]
[redacted]
[redacted]
[redacted] Re:         Revdex.com...

Complaint #: [redacted] Dear Ms. [redacted] Thank you for bringing Mr. [redacted] concerns to our attention. We received notice of his complaint on September 22, 2015 and I asked Jeff, who handles our customer inquiries, to check into all the details.  We value your comments and welcome the opportunity to address Mr. [redacted] concerns. He has requested that we remove the balance owed due to his belief that the service and the “phone quality” were “misrepresented”.  Following are the sequence of events that occurred with Mr. [redacted] and our company:·        He ported three phone numbers into Cellcom from a wireless competitor on November 21, 2014. ·        He proceeded to use our service without concern for over six months before registering a phone or service-related complaint. ·        On June 1, 2015, Mr. [redacted] called our Customer Care Department and asked whether there was a better calling plan available. Our representative analyzed his account and suggested to him that that he was on the best plan for his usage. [redacted] then requested the cancellation fees per line. We clearly explained that each line had a $140 per line cancellation fee or a total of $420. [redacted] then stated, “Well, I guess we’ll see what happens. I can get some better service and a better rate with another carrier…so…” Our representative then reiterated he was on the best plan for his usage and apologized that we didn’t have another offer to present him. [redacted] was upset that he wasn’t eligible for our FLEX program, as he felt it was a better value. He then brought up that he had been complaining about his phone and wasn’t satisfied with it since “day one.” We have found no record of any complaints being filed, nor any visits to our Repair Department or service tickets to validate Mr. [redacted] bringing this to our attention prior to this phone call.  He complained of not being able to hear the person on the other end of the call when using his cell phone. He felt he wasn’t getting satisfaction from the retail store location. After some more conversation [redacted] stated, “I guess I’ll just switch carriers and pay the cancel fee.” ·        On June 1, after the call mentioned above, our Customer Loyalty Department called and left a message for Mr. [redacted] wanting to talk to him about what we could do to help him with his phone. He never returned that call.·        On 6/23/15, Mr. [redacted] informed us of his desire to cancel his service. We, again, were willing to help him with his phone issue but he mentioned he had already gone to another carrier and had new phone numbers.  We explained that each line would have a $140 early termination fee. During our thorough review of this customer’s account, we did not find one instance, before June 1st, when Mr. [redacted] complained about phone quality or service.  As you can see from the chart below, Mr. [redacted] had used his phone for over 5,000 minutes.    YearMonthMinutes used by Mr. [redacted]'s 715-316-8566 line2014November382014December4922015January6002015February7142015March8102015Ap...⇄ did have one complaint from him on 2/9/15 when he expressed concern over not receiving a credit for switching his service over to Cellcom. Mr. [redacted] had missed the deadline to submit his paperwork. Cellcom, acting in good faith, decided to honor the promotion despite receiving his forms past the submission due date. We issued a credit of $130 at that time.  I believe we acted in good faith and because of that expect Mr. [redacted] to pay the amount he owes us.  The last payment he made to us was on 5/17/15.  He did not pay his May invoice.  The details of what he owes us are listed below.   715-316-2646     Early Termination Fee                    $140.00715-316-8566     Early Termination Fee                    $140.00715-316-8588     Early Termination Fee                    $140.00Taxes and Fees                                      ...⇄ $  30.8105/23/15 Invoice                                    �...⇄ $168.52                                    �...⇄ TOTAL:                 $619.33 We valued being Mr. [redacted] service provider and wish he had given us an opportunity to try to fix his phone.  Cellcom remains committed to providing quality products and services to our customers. If you have any further concerns, have questions about anything we have discussed above, or wish to offer feedback, please feel free to contact Jeff at 920 617-7751. Sincerely, [redacted]Director of Customer ServiceCellcom1580 Mid Valley Dr.DePere, WI 54115  Tell us why here...

This is the letter we sent to Mr. [redacted]January 26, 2016[redacted]...

[redacted]                                   ...⇄ [redacted]      [redacted]Re: Revdex.com Complaint #[redacted]Dear Mr. [redacted] This letter is regarding your conversations on 01/21/16 and 01/22/16 with [redacted], Customer Care Team Leader.  Following is what you and [redacted] spoke about: You will return the equipment as described in section 1, below and make a payment in full as defined in section 2, below.1)      Return the following equipment in good working condition (as determined by the retail location): a.      Novatel MiFi 5510              b.      Sonim Enduro XP4400         c.      LG Fluid 2 AN170                2)      Make payment in full: a.      If the equipment is returned in good working condition (as determined by the retail location), full payment would be $239.33;b.      OR, if the phones are not returned in good working condition (as determined by the retail location), full payment would be $379.33.You expressed the following: 1)      Upon returning the equipment listed above in good working condition, you wanted to make sure that Cellcom would contact the collection agency and request that all collection activities initiated by Cellcom cease.2)      Upon your return of the equipment listed above in good working condition, you asked that Cellcom would also request that the collection in the amount of $379.33 listed on Raymond’s credit report shows as paid in full.As Jeff explained on Friday, January 22, 2016; it can take up to a full week before the Collection Agency will have cleared the collection from their records and it could take up to 10 business days before this change will be reflected as paid in full on your credit report. We will work as quickly and decisively as we can to address your requests listed above, as soon as all of the conditions have been met by you.We look forward to a quick and seamless resolution. Cellcom stands ready to do our part and we look forward to your visit to our Wisconsin Rapids location.If you have any questions, please don’t hesitate to contact Jeff directly at [redacted].Sincerely,[redacted] Customer Service DirectorCellcom[redacted]
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]     there people in Wisconsin rapids misrepresented the phone as the best one they have in turn when I complained to the Wisconsin rapids office they stated to me the phone has had issues with volume they misrepresented the phone and service to me I am willing to go to court over this misrepresentation if they do not want to take care of the problem