Mobicip.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10154101, and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10233465, and we have resolved the issue as of October 10, My daughter's tablet is functioning properly and I wish to drop the complaint
Regards,
*** ***

This is a valid complaint from the customerAt Mobicip, we do process refund and cancellation requests routinelyRecently, Yahoo email had started blocking emails sent from the Mobicip serverOur emails were not even classified as spam, but were summarily blocked by the email service provider
This was not specific to Mobicip Support, but due to a policy change made by Yahoo that we were not compliant withWe have since corrected the problem
Also, we have contacted the customer and issued a full and complete refund for the renewal, in addition to apologizing for the errorPlease find attached documentation that shows the communication sent to the customer and confirmation for the refund transaction
We hope this addresses the complaintWe appreciate the service provided by Revdex.com in bringing the issue to our notice
Thanks
*** ***
Co-Founder & CEO
Mobicip

Please see the attached support ticket in our customer service ticketing systemIt shows the entire history of interactions with this customerAs you can see, we responded to her issues and went back and forth attempting to troubleshoot the problemAt one point, we repeatedly tried to call and
reach her and ended up leaving voicemailsAs a last resort, we even sent a follow up email, months after the original complaint, suggesting a solution to her problemIn spite of our repeated attempts to reach her, the customer has not responded and has now filed a complaint with Revdex.com
We never delete any history of customer issues from our websiteAll customer interactions on our forum (http://content.mobicip.com/forum) remain intactWe take great pride in offering exceptional customer service as you can see from the testimonials on this page (http://content.mobicip.com/testimonials) and from reviews on the iOS App Store or Google Play Store
The original problem was caused by user error, and we really need the customer's cooperation to help her troubleshoot and fix itWe will continue to make attempts to reach her again at this point and see if her issue can be addressed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10154101, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: Last year I downloaded Mobicip to add security to my childs Gallaxy 3 tablet, but was unaware that the company would automatically withdraw an annual fee of 9.99 to renew the subscription. Furthermore, I did not like the software so I removed it from the hardware in which it was installed. On July 13th, I received an automated response from Mobicip stating that 9.99 had been withdrawn from my account for another year of service. Since then, I have tried to contact customer support (must be done though their website because they do not have a phone number for any services) 3 times to refund the charges and cancel my subscription. I have not received any response (have also checked spam to insure the delivery- Website claims all submissions will be responded to within 24 hours).Desired Settlement: I would just like a refund and a cancelation with reciept.

Business

Response:

This is a valid complaint from the customer. At Mobicip, we do process refund and cancellation requests routinely. Recently, Yahoo email had started blocking emails sent from the Mobicip server. Our emails were not even classified as spam, but were summarily blocked by the email service provider. This was not specific to Mobicip Support, but due to a policy change made by Yahoo that we were not compliant with. We have since corrected the problem.

Review: My daughter got a tablet for Christmas '13 and I installed the Mobicip app on it so she can serf the web safely and to prevent her from downloading things without permission. I also set it up to block the device "Settings" so only I can access it with a username and password. Everything worked fine until I switched from Verizon FiOS to Time Warner Cable in Feb '14. In the beginning of March I tried to update the WiFi settings on her tablet with the new router info and the Mobicip app login wouldn't work. I was able to login to the website from another device and I contacted their Customer Service to tell them about my problem. They responded a few days later asking what the screen says when I try to login, and after I told them they said someone would look into it and get back to me. Two weeks passed and I didn't hear anything from them, so I emailed them again to remind them that I was still waiting for someone to help me. They finally responded and told me I have to be connected to the internet in order for the login to work. I told them I can't connect the tablet to the internet because the Mobicip app won't let me access the Settings to change the WiFi configuration. And because I couldn't access the Settings, I couldn't delete the app or do a factory reset. I went to a Starbucks to use their free WiFi but the Mobicip app was preventing the device from connecting. I then told them how upset I was with their lack or customer support and how their product has rendered my daughter's tablet useless. I looked at the forum on Mobicip.com and other customers have had the exact same problem since '11. The customers also complained about Mobicip Customer Service not responding to their complaints. The website was updated two weeks later and it looks like they removed these complaints after I expressed my frustration, luckily I printed a copy of the entire thread as proof before the changes were made. As of this day my daughter still can't use her tablet and I am beyond furious.Desired Settlement: Since I last spoke with someone at Mobicip, I have contacted Google Play for assistance and the manufacturers of the device, but still no luck. I have even asked people I know who are good with electronics for help and explored other ways to solve this problem before filing a complaint, and nothing I've tried has worked. I find it completely unacceptable that Mobicip didn't come up with a solution to this problem after 3 years, and because of this my daughter's tablet is useless. Since I have not been able to fix the device or remove the app, I want Mobicip to replace her tablet.

Business

Response:

Please see the attached support ticket in our customer service ticketing system. It shows the entire history of interactions with this customer. As you can see, we responded to her issues and went back and forth attempting to troubleshoot the problem. At one point, we repeatedly tried to call and reach her and ended up leaving voicemails. As a last resort, we even sent a follow up email, 2 months after the original complaint, suggesting a solution to her problem. In spite of our repeated attempts to reach her, the customer has not responded and has now filed a complaint with Revdex.com.