Assist Wireless, LLC

In response to the customer's request for contact and a replacement device, our Retention department reached out to Ms***Per her request, a new device was assigned to her account and was shipped out on 1/4/

Complaint: [redacted] I am rejecting this response because: now the HTC phone will not power on at allIt only worked for three daysonce again I have proven the point your phone's do NOT WORK Regards, [redacted] ***

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]

Complaint: [redacted] I am rejecting this response because: The free phone that was, sent to me does not work so it' not like I was able to use the free phone it will NOT power onI have calked custimer service several times and I get nowhereThe rep is reading from a script and does not understand my needs or questions Someone needs to contact me this is why I have filed a Revdex.com complaint the company is not assisting the customer Like the customers are a jokeAssist Wireless is getting paid throught the govt for our phones and the customers don't mattercall back number [redacted] Regards, [redacted] ***

Good afternoon,In response to the complaint filed by Ms***, I have done some research to investigate the issues with the customer's accountIn reviewing the account, I see no notes on the account to indicate that the customer has called in to our customer service team regarding this account or these issues anytime in recent historyIn regards to her HTC phone with no storage, I'm afraid the HTC phone is not the same device that is listed on her accountHer account lists a [redacted] ***, which actually has 8GB of memory...well above the minimum service standard requirements, and one of the highest memory level devices that we distributeIf additional memory is needed, the device she has is capable of storage expansion up to 64GB, which would require the customer to purchase a microSD card from any local retailerIf there are other issues regarding the device, Ms [redacted] is welcome to contact our Customer Service team at [redacted] for troubleshooting assistanceI apologize if the customer is disappointed in the free phone that was provided to her by Assist WirelessIt is never our intention to provide a bad customer experienceThank you, [redacted] ***

Ms ***, Per your request, I've asked my customer service team to reach out to you directly. My lead rep, [redacted] , has a left a voicemail for you on the callback number you provided. Please feel free to reach out to her directly at [redacted] . She is aware of the situation and is prepared to investigate and try to help resolve your device issue. Thank you, [redacted] ***

Complaint: ***
I am rejecting this response because:
Regards,I have
received the phone and I have tired to activate the phone on my sister *** *** account because the issue is her issue not mine I just filed the Revdex.com complaintShe has went to the store to have the phone activated and you refused to activate the phone on her account ***I called the rentiontion dept and spoke to two different people who seem to be out of the country and reading from a script I have requested for a supervisor to call back I have NEVER received the callYour customer service is a joke you hire people who has mo clueyou dont keep ypur word and it seems you have no clueNow activate the phone on her account and stop giving problemsyour commercials are lies this whole company is a lie

Ms***,I apologize that you've had a bad experience, however, it is my understanding that when you called in to get a replacement phone, you gave your account information, not Ms***As a result, the transaction was made on your account, not hersBecause our customer account information is proprietary, you are not able to make changes to another customer's account on their behalfThe customer authorized on the account would need to call in to make any necessary changesThe account notes indicate that the issue has already been resolved, but if that is not the case, Ms*** is encouraged to call in to our Retention department anytime Mon-Fri, 10am-6pm and ask for *** ***, who can further assist herAgain, I apologize for the trouble you've experienced.Thank you

We have reviewed the customer compliant filed with the Revdex.comOur records do indicate correspondence with Mr*** relating to a phone issueAt this time it seems our representatives have corrected any issues that Mr* *** may have been havingAn entree for new phone equipment was processed on
this account and our records indicate phone calls are being made and received from this accountPlease let me know if additional information is needed to close this time with a favor response

In response to the customer's request for contact and a replacement device, our Retention department reached out to Ms. [redacted]. Per her request, a new device was assigned to her account and was shipped out on 1/4/2018.

Complaint: [redacted]
I am rejecting this response because: The free phone that was, sent to me does not work so it' not like I was able to use the free phone it will NOT power on. I have calked custimer service several times and I get nowhere. The rep is reading from a script and does not understand my needs or questions.  Someone needs to contact me this is why I have filed a Revdex.com complaint the company is not assisting the customer.  Like the customers are a joke. Assist Wireless is getting paid throught the govt for our phones and the customers don't matter. call back number [redacted]Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:I received a voicemail requesting me to call back  [redacted] but when I call the number back it is disconnected or goes into a fast busywhat kind of games is assist wireless playing with this [redacted] number that is not a valid number.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: now the HTC phone will not power on at all. It only worked for three days. once again I have proven the point your phone's do NOT WORK
Regards,
[redacted]

Hi [redacted],I apologize for the delay in response.  We did reach out to the customer to try to resolve the situation and make things right for her. Unfortunately, the customer did not have any interest in speaking to my customer service manager about the situation.  She mentioned that she...

contacted the Revdex.com to lodge a complaint, not so we would contact her, and then promptly hung up. Our goal is always to provide the best experience possible for the customer. We would be happy to work with the customer to resolve her issue should she want to reach out to us again.  Please feel free to reach out if you have any questions or need any additional information.Thanks, [redacted] / Director of Operations [redacted].commobile: [redacted]ViaOne Services office: [redacted] Fort Worth, TX 76118 www.[redacted].com

Ms. [redacted],I've just been informed that you and my customer service rep were able to connect, however, she told me that the phone call did not end in a resolution, and that you terminated the call unexpectedly. I understand that you're frustrated, and we do want to help resolve the issue. To summarize the issue at hand, because you did not complete the annual recertification process for Lifeline services, which is a Federal program requirement, your account was transitioned to a pre-paid account on March 23rd in an effort to prevent your phone service from being disconnected altogether. We can provide you a new device, but it will be on the pre-paid service, not the Lifeline service. If you want to continue receiving Lifeline benefits, you will need to cancel your existing Assist Wireless account and reapply for Lifeline service through any provider of your choice. Again, I apologize for any inconvenience this has caused you. Once you've decided how you'd like to proceed with your account, please let us know so we can act accordingly. Thank you,[redacted]

Good afternoon,I've reached out to [redacted] personally this morning, and we're working together to resolve the situation. I'm in the process of testing a new device to ensure it works as intended. Once testing is complete, the device will be sent to the customer at no cost to her. I apologize for any miscommunications that have occurred along the way. Our goal is to alleviate the customer's concerns and reach a resolution over the course of the next few days.Thank you.

Complaint: [redacted]
I am rejecting this response because: Every single sentence of the response they have written is false. not only have I never once called into their customer service line, I have only spoken to 2 people regarding this issue. One being an agent at the store in Tulsa on Peoria, and the other being an assistant manager at the other store in [redacted] in Tulsa named [redacted] this person I spoke with twice regarding the issue. The company has absolutely nothing to back up their claim of me calling a customer service manager or hanging up on them because my total interaction regarding the problem has been in person. It seems the reason for the delayed response is due to the time they had to take to come up with this fabricated story. My phone number is listed and is my account number I would appreciate a phone call to have this issue resolved, but not once has anyone reached out to me after this complaint has been filed. And I have never threatened reporting them to the Revdex.com because I reported after they replaced the phone and the new phone had the same issue. I haven't been back into any store since and the reason for that is I suspect all of these phones have a battery problem. I will reach out to their customer service while awaiting their response.
Regards,
[redacted]

Good afternoon,In response to the complaint filed by Ms. [redacted], I have done some research to investigate the issues with the customer's account. In reviewing the account, I see no notes on the account to indicate that the customer has called in to our customer service team regarding this account or...

these issues anytime in recent history. In regards to her HTC phone with no storage, I'm afraid the HTC phone is not the same device that is listed on her account. Her account lists a [redacted], which actually has 8GB of memory...well above the minimum service standard requirements, and one of the highest memory level devices that we distribute. If additional memory is needed, the device she has is capable of storage expansion up to 64GB, which would require the customer to purchase a microSD card from any local retailer. If there are other issues regarding the device, Ms. [redacted] is welcome to contact our Customer Service team at [redacted] for troubleshooting assistance. I apologize if the customer is disappointed in the free phone that was provided to her by Assist Wireless. It is never our intention to provide a bad customer experience. Thank you,[redacted]

Ms [redacted], Per your request, I've asked my customer service team to reach out to you directly. My lead rep, [redacted], has a left a voicemail for you on the callback number you provided. Please feel free to reach out to her directly at [redacted]. She is aware of the situation and is prepared to investigate and try to help resolve your device issue.  Thank you,[redacted]