We have received a complaint regarding an RMA that a customer submitted to us. When we receive devices for repair, they go through quality control to determine what repair the device needs; however, if the device has any sign of physical damage then an email is sent immediately to the customer...
to notify them that the phone will be sent back without repair. The policy is outlined in the approval email that the customer receives; the approval email reads as follows: Dear Posh Mobile Valued User,Your Return Authorization has been APPROVED!Please follow the below detailed instructions in order for us to exchange or repair your defective Posh Mobile Phone.*If the phone arrives with physical damage, we will immediate return the device back to you, as physical damage is not covered under Posh Mobile limited Manufactures Warranty.1. Include a copy of the original receipt or proof of purchase along with your device (REQUIRED)2. Place the defective mobile phone (unit) and its battery only (do not include accessories), in a United States Post Office Prepaid Return (USPS) padded envelope or box3. Include a copy of this email with a print out of your RMA number, name address, email and telephone number4. Mail to the below address with the RMA # on the outside of the box as belowPosh MobileRMA# [redacted] (Please make sure your RMA # is written on the outside of the BOX)11 Vreeland RoadFlorham Park, NJ 079325. Allow a total of up to 21 days for the arrival of your functioning deviceFailure to follow the numbered steps listed above will result in an immediate return to sender notice without repair.You can always contact us at [redacted] with any other questions that you may have with respect to this process.Thank you.Posh Mobile Support We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). The customer states that we sent them an email but did not call them; this is correct as we currently handle all customer service via email and are still working on getting a phone line set up. If the package was damaged in transit as the customer claims then they must file a claim through USPS as there is no way for us to determine when the damage occurred. Thank you for your time and I look forward to hearing from you and resolving this case. Regards, Geovanna M
We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). If the package was damaged in transit then they must file a claim through USPS as there is no way for us to determine when the damage occurred.We have a strict policy regarding devices with physical damage;however, we are willing to make a one-time exception and repair the manufacturer defects only. If the manufacturer defects are irreparable then we will provide a replacement.
Complaint: [redacted]
I am rejecting this response because: It's unacceptable, I sent a unit with no physical damage and received one back with a broken screen. Now they say they"ll make an exception and make the original repairs. That still leaves me with a phone with a broken screen, not a good deal and horrible customer service.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The phone was prepared to their instructions, how do I know it wasn't dropped while in their possession? Why did they remove the battery and back cover if it arrived damaged? Why didn't they just send it back when it was received? I can't believe that they don't have a phone, how am I to trust what they say?
Regards,
[redacted]
The device was shipped back the same day that the email was sent to notify the customer that we would not repair the device. All information was quickly communicated and our policy was clearly stated. The warranty is now voided due to the physical damage. That being said, we will make a one-time exception and receive the device back to be repaired. However, we will only repair the defects for which the customer initially sent the device in.A replacement will only be sent if the manufacturer defects prove to be irreparable. The customer must complete another RMA form at http://[redacted]/ and follow the instructions detailed in the email.*please make sure that the device has no further physical damage; such as but not limited to water damage.
We have received a complaint regarding an RMA that a customer submitted to us. When we receive devices for repair, they go through quality control to determine what repair the device needs; however, if the device has any sign of physical damage then an email is sent immediately to the customer...
to notify them that the phone will be sent back without repair. The policy is outlined in the approval email that the customer receives; the approval email reads as follows: Dear Posh Mobile Valued User,Your Return Authorization has been APPROVED!Please follow the below detailed instructions in order for us to exchange or repair your defective Posh Mobile Phone.*If the phone arrives with physical damage, we will immediate return the device back to you, as physical damage is not covered under Posh Mobile limited Manufactures Warranty.1. Include a copy of the original receipt or proof of purchase along with your device (REQUIRED)2. Place the defective mobile phone (unit) and its battery only (do not include accessories), in a United States Post Office Prepaid Return (USPS) padded envelope or box3. Include a copy of this email with a print out of your RMA number, name address, email and telephone number4. Mail to the below address with the RMA # on the outside of the box as belowPosh MobileRMA# [redacted] (Please make sure your RMA # is written on the outside of the BOX)11 Vreeland RoadFlorham Park, NJ 079325. Allow a total of up to 21 days for the arrival of your functioning deviceFailure to follow the numbered steps listed above will result in an immediate return to sender notice without repair.You can always contact us at [redacted] with any other questions that you may have with respect to this process.Thank you.Posh Mobile Support We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). The customer states that we sent them an email but did not call them; this is correct as we currently handle all customer service via email and are still working on getting a phone line set up. If the package was damaged in transit as the customer claims then they must file a claim through USPS as there is no way for us to determine when the damage occurred. Thank you for your time and I look forward to hearing from you and resolving this case. Regards, Geovanna M
We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). If the package was damaged in transit then they must file a claim through USPS as there is no way for us to determine when the damage occurred.We have a strict policy regarding devices with physical damage;however, we are willing to make a one-time exception and repair the manufacturer defects only. If the manufacturer defects are irreparable then we will provide a replacement.
Complaint: [redacted]
I am rejecting this response because: It's unacceptable, I sent a unit with no physical damage and received one back with a broken screen. Now they say they"ll make an exception and make the original repairs. That still leaves me with a phone with a broken screen, not a good deal and horrible customer service.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The phone was prepared to their instructions, how do I know it wasn't dropped while in their possession? Why did they remove the battery and back cover if it arrived damaged? Why didn't they just send it back when it was received? I can't believe that they don't have a phone, how am I to trust what they say?
Regards,
[redacted]
The device was shipped back the same day that the email was sent to notify the customer that we would not repair the device. All information was quickly communicated and our policy was clearly stated. The warranty is now voided due to the physical damage. That being said, we will make a one-time exception and receive the device back to be repaired. However, we will only repair the defects for which the customer initially sent the device in.A replacement will only be sent if the manufacturer defects prove to be irreparable. The customer must complete another RMA form at http://[redacted]/ and follow the instructions detailed in the email.*please make sure that the device has no further physical damage; such as but not limited to water damage.