Connected Wireless, LLC

From: [redacted] Date: Tue, May 16, at 11:AMSubject: ID # [redacted] To: [email protected] placed order on 4/23/at 3:am PST which was over the weekend so it did not begin processing until Monday, 4/24/Customer chose the standard (free) shipping which is actually 1-business days to process and 2-business days to shipUnfortunately, this order was delayed due to a temporary back order on the productOnce the shipment of new product arrived (5/13/17) this order was immediately shipped out on the same dayAs a courtesy for the delay in leaving our facility, shipping was upgraded to an expedited methodUSPS tracking number [redacted] shows that this is out for delivery today, 5/16/17.Kindly, Amanda ArnoldOperations Manager

Complaint: [redacted] Non-execution The business received the phone returned a month ago and has not issued a refund yetThe business also ignored my attempt to communicateThis return process started on Jan 9th, and involved another Revdex.com complaint to have them approve the request to return and issue a shipping label.Desired Outcome: The business issues a full refund immediately Regards, [redacted] ***

From: < [redacted] >Date: Thu, Jan 19, at 3:PMSubject: Case/Complaint # [redacted] To: [email protected]: [email protected], [email protected] regards to Complaint # [redacted] Customer did in fact place an order for expedited shippingWe do only operate on business days and unfortunately the merchandise that was ordered went on a temporary back orderOur last contact with customer was on 1/17/where we told them it would be shipping out and we would be happy to send the order over to the processing department to have the shipping charges refunded since it was delayedWe did still ship the order expeditedTracking info (provided) shows that this did in fact leave on 1/as told to the customer and was delivered today, 1/A refund has not yet been issued because refunds are issued on certain days, although this has been sent to that department to be processedIf the customer has a PayPal account and would like to provide an email address attached to it, we can have the refund issued fasterwww.usps.com tracking number: [redacted]

Our system shows a refund was issued to the customer on 12/16/16:Dec 16, 4:54:PM|ProcessingCustomer Notification Not Applicable Refunded amount of $292.24During this time, we began having issues with our processor where orders that were refunded on our end were showing up as such, however, customers began complaining that they weren't receiving themBecause of this issue, we changed to a different processorUnfortunately, this meant that customers that fell into that time period would have to file a "charge back" or reversal with their bank/credit card company as the system wouldn't process the refund again (seeing as how on this end it showed it had already been done)We would not have told the customer to notify their bank and then we would do the refund as that isn't how the process worksThe bank then sends us notification and we can accept it through thatAt this time, I do not see where [redacted] or [redacted] (as that is the name on the order) has notified their bank or credit card company to initiate the reversal as there is nothing in our system noting itWe are extremely sorry for the frustrations this customer has had to go through as it certainly has not been their fault and it seems based on review of events, each person they dealt with was trying to get it resolved for them, unfortunately it took a little while for it to be realized where the error wasOur response for the customer to receive resolution/refund is the same as it was the last time we spoke with the customer: they will need to contact their bank or credit card company to do a "charge back" or reversal as our system shows the refund was issued

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] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006901, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:1) The phone did NOT come with a tempered class.2) There are a lot of scratches on the screen and the bodyA phone is not considered in "great condition" when so many scratches exist. 3) There is even a scratch on the camera lens, which is not acceptable.4) I dropped off the box at the college post office when the college reopened after I had the shipping label issuedAnyways, the business did not respond to me almost a month after the RMA request, and did not not respond to me again a month after they received the returned itemIt surprises me that the business now considers a week too long to wait for.A full refund is the only accepted resolution. Regards,
*** ***

Complaint: ***
I am rejecting this response because:The last I heard from this company was on 1/16/at 10:a.mThe email read: Hello,We have received your order back at our facility and are currently processing your return At the time that you placed your order with our company we were using a different credit card processor to accept paymentsWe are no longer using that credit card processor and will not be able to refund your payment through the original transactionIn order to refund your payment, we will need either a PayPal account email address or your full credit card number along with expiration and codeIf you are going to provide us with your credit card info, please do not send it through hereKindly reply with your phone number and best time to call, thank you.Sincere regards,*** *Unlocked Cells Support You can check the status of reply to this ticket online at: https://unlockedcells.com/helpdesk/ticket/external/id/*** Again, There should be no reason a check cannot be sent to my address!
Regards,
*** ***

The customer was issued a store credit in the amount of $because his reason for the RMA was unfounded.1) This did go out with a tempered glass - when the item came back, there were noticeable lines where the tempered glass had been and then got removed.2) The customer complained the device was not new, however, we have already established that the device was not advertised as newThe phones condition came back, was inspected and was found to be in the open box condition it was advertised asOpen box: showing slight signs of wear but overall great condition. 3) Customer complained a scratch on the lens has rendered the camera useless as it showed up in pictures and was the deal breakerUpon inspection, it was determined there was a small surface scratch at the bottom of the camera lens - however, it was below not in the view of the camera and did not show up in any pictures. Because of the unfounded claims and time past the day warranty (the customer waited an additional week after receiving a label to send the item back), this was issued as store creditAs a courtesy, we did not charge the customer for the tempered glass that was removed or the return shipping that we paid to send the device back

Unfortunately, I don't think the customer understands how the process works for initiating a charge backWe wouldn't say, "We'll refund you once you open a charge back" because that defeats the purpose of opening a charge backWhen a charge back is initiated, the credit card company/bank sends a notice to us with a deadline to reply by - we then have the option to submit a rebuttal or accept the charge back (in this case, we would be accepting the charge back)Once this is done, the credit card company/bank then makes their decision or makes the necessary credit/debit (in a situation where a rebuttal was submitted and they lost) to the customers account. We are sorry that the customer is not satisfied with the response, however, it has been explained multiple times what needs to be done to get their money back as our former processor shows this was refundedWe believe the client may not have been refunded as this was a problem that caused us to change processors - however, the customer has been advised multiple times of what they need to do and by their own account, they are not doing that

RMA was set up on 2/14 (day after they received device) due to issues with phone microphone. Device arrived back to us on 2/21 and went through the standard 48-72 hour processing time we advertise for refunds/exchanges. New order was created on 2/24 for customer and is scheduled to ship out...

tomorrow, 3/2. Customer will be emailed a tracking number as soon as the label is printed for it.  In regards to leaving reviews - after a customer has received their order and had time to use it, there is a survey that we send out and customers can respond as well as leave their feedback. This feedback is listed on our website. We do not have or own a "review" website, though the customer does have the ability to Google any review sites and leave her comments there if she does not find the company survey to be sufficient enough.

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]

We have approved the RMA for the customer with a return shipping label to send the device back. Please note the following in regards to their complaint:1) The tempered glass should have been installed on this item. If this were the only issue, we would have been more than happy to send a tempered...

glass out. 2) In the customers claim they have stated that the item was advertised as NEW Open Box - this is not how the product is advertised. No where in the description or title is it described as new because it is not a new device, it is an Open Box device. Under the what's included tab it describes Open Box as being returned to the carrier within 30 days so it can have sign of wear, although it will overall be in good condition. This is a link to the product and also the page that describes the condition (having been returned to the carrier within 30 days) of the device: https://unlockedcells.com/cell-phones/samsung-galaxy-s7-32gb-g930v-veri...⇄ A scratch across the camera lens is definitely cause for concern and a valid reason to send the device back.Our warranty protocol is that we first do an exchange to remedy the problem and if there are still issues, then a refund can be made. Any customers that wish to opt out of the exchange, may be subject to restocking fees. I am including the link to the website where you can find the information for the warranty info: https://unlockedcells.com/knowledge-base/returns-warranty/what-is-your-exchange-...⇄

From: [redacted]Date: Wed, Apr 12, 2017 at 5:29 PMSubject: ID [redacted]To: [email protected] regards to ID [redacted]:Customer received wrong model number for order #[redacted]. RMA was issued and an exchange order was created (order #[redacted]) to send the customer replacement...

devices, which delivered on 4/3. On 4/8, customer notified us that there was a problem with the replacement order (one phone having issues with the charging port and the other still being an incorrect model). Customer has stated that they would like a refund as they have accepted the original warranty protocol of taking an exchange first. A new RMA and a pre-paid shipping label was set up and sent to the customer on 4/11.

From: unlockedcells.netDate: Fri, Feb 17, 2017 at 1:49 PMSubject: ID [redacted]To: [email protected] Whom It May Concern:This customer did have an RMA where she sent a device back for a return. Around that time we began to have issues with the processing company we were using as they would...

show that orders we submitted for a refund were done when in fact they had not been. Initially, we were able to bypass this by manually going in and entering customers information or refunding through PayPal - which is the message the customer references having received. Due to the issues with that processing company, we chose to no longer use their services and go with a new processing company. The former processing company immediately closed out all access we had to be able to give a refund. Our only resolution at that point to make sure the customer received their money back was to suggest they reach out to their bank to initiate a charge back. On 1/18/17, an email was sent to the customer advising her to reach out to her bank and apologizing for the frustration. Kindly, [redacted]Payment Specialist

Our system shows a refund was issued to the customer on 12/16/16:Dec 16, 2016 4:54:28 PM|ProcessingCustomer Notification Not Applicable Refunded amount of $292.24During this time, we began having issues with our processor where orders that were refunded on our end were showing up as...

such, however, customers began complaining that they weren't receiving them. Because of this issue, we changed to a different processor. Unfortunately, this meant that customers that fell into that time period would have to file a "charge back" or reversal with their bank/credit card company as the system wouldn't process the refund again (seeing as how on this end it showed it had already been done). We would not have told the customer to notify their bank and then we would do the refund as that isn't how the process works. The bank then sends us notification and we can accept it through that. At this time, I do not see where [redacted] or [redacted] (as that is the name on the order) has notified their bank or credit card company to initiate the reversal as there is nothing in our system noting it. We are extremely sorry for the frustrations this customer has had to go through as it certainly has not been their fault and it seems based on review of events, each person they dealt with was trying to get it resolved for them, unfortunately it took a little while for it to be realized where the error was. Our response for the customer to receive resolution/refund is the same as it was the last time we spoke with the customer: they will need to contact their bank or credit card company to do a "charge back" or reversal as our system shows the refund was issued.

From: [redacted]Date: Tue, May 16, 2017 at 11:41 AMSubject: ID #[redacted]To: [email protected] placed order on 4/23/17 at 3:48 am PST which was over the weekend so it did not begin processing until Monday, 4/24/17. Customer chose the standard (free) shipping which is...

actually 1-3 business days to process and 2-6 business days to ship. Unfortunately, this order was delayed due to a temporary back order on the product. Once the shipment of new product arrived (5/13/17) this order was immediately shipped out on the same day. As a courtesy for the delay in leaving our facility, shipping was upgraded to an expedited method. USPS tracking number [redacted] shows that this is out for delivery today, 5/16/17.Kindly, Amanda ArnoldOperations Manager

From: [redacted]Date: Thu, Apr 13, 2017 at 1:02 PMSubject: ID [redacted]To: [email protected] regards to ID [redacted]:Customers order was delivered to them on 4/3 after a temporary back order. Customer has since returned the item and been issued a refund through Amazon. There is...

no other resolution we can offer them at this time.

Complaint: [redacted]Non-execution
The business received the phone returned a month ago and has not issued a refund yet. The business also ignored my attempt to communicate. This return process started on Jan 9th, 2017 and involved another Revdex.com complaint to have them approve the request to return and issue a shipping label.Desired Outcome:  The business issues a full refund immediately.
Regards,
[redacted]

Complaint: 12065686
I am rejecting this response because: I spoke with a representative via online chat and was told to do the charge back, hence why in my original complaint I stated that a reprerlsentative told me to contact my credit card issuer.  I then called my bank and requested a charge back. The next day I contacted unlockedcells online, since I still received no answer when I attempted to reach them through telephone and made the representative aware that I had placed a charge back and that representative told me as soon as they received the charge back they would issue a refund. Now if this is the case, I will contact my credit card issuer and request a charge back again. 
Regards,
[redacted]