D & M Mobile Homes

Dear Mr ***,I apologize for the issue you have experiecied witht eh battery of the phone I have contacted our repair center and we are currently out of stock I would like to offer you an alternative solution If you would like to purchase a replacement battery and send me the receipt, I will issue you a full refund for the purchase price.I will wait for your confirmation.Best Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved If you can have a representative call that would be great or at least send me a postal envelopeWhat happens if you repair it or not? I had to replace it because of my on call job Regards, [redacted] ***

Revdex.com: I will use an old phone and switch my sim card in order to have service while my phone is looked at The old phone is in poor condition but serviceable and should get me through the week process I will confirm with the Revdex.com whether Kyocera follows through on the repair This is not an ideal situation, but if they can repair or replace it, I would be satisfied I am concerned that they will look at it and say that it is not within the warranty It is solely within their hands to make that decision Regards, [redacted]

Dear Mr***,I'm sorry to hear that the phone is freezing and power cycling The phone does come with a manufacture's warranty that can be processed in one of ways The first process is what we refer to as Return for Repair Through this method you would send your phone to our repair center for evaluation Once the phone arrives, a repair technician would determine if the phone is repairable under warranty If so, they will proceed with the repair If it is not repairable, although has a failure that is covered by warranty, we will send you a replacement phone This can take about 6-days from the day we receive your phone, until the day we are prepared to send a phone back to you If you are not able to be without a phone, we also offer an Advanced Exchange option With this option, we will send you a replacement phone in advance of receiving the phone you currently have Once you receive the replacement phone, you will then send us the phone you are having trouble with To ensure that we receive the troubled phone back, we do place a hold for the value of the phone on a credit card Once the phone has been received, evaluate and confirmed to be covered by the warranty, we release the hold The only cost to you is the shipping fee We can send the phone overnight to you which is $39, or 2nd day air for $ We would be happy to assist you with either repair process that works best for you In terms of the charger you are requesting, that will need to be discussed with ***, as Kyocera does not sell or manufacture accessories If you have any questions regarding the RMA (Repair) and Warranty process, please let me knowBest, [redacted] Kyocera Consumer Relations Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Kyocera intentionly talked around the issue at hand and tried to use double talk instead of giving a CLEAR and Concise answer Our phone is less than months old and has not be dropped and or had any issues w/ water and or getting wet Kyocera will not replace the 1/month old phone w/ another NEW Phone and wants to give a Refurbished Phone in its place The value of the phone new is about $and the value of the refurbished phone is about $or less How is that considered a Warranty when Kyocera will NOT make good on their product that "failed".In addition Kyocera talked indirectly about receiving a replacement phone and putting a $dollar hold on our credit card as they send the refurbished phone to us and then want to charge us freight on between $and $dollars for expedited shipping So, the customer is temporarily out of pocket and additional $275-dollars until Kyocera receives the failed smartphone back Who runs a company like that? Kyocera clearly has made a huge mistake here and is NOT acting professional in any way There smart phone failed almost immediately after turning it on and Kyocera will not provide another NEW Phone to replace it That is UNACCEPTABLE and I found their reply insulting, misleading, and completely disingenuous If Kyocera was going to fix this original device without charge and send it back to us without charge that is okay But, WE DO NOT WANT any other refurbished or re-manufactured phone If I wanted a REMANUFACTURED phone I would of purchased that myself outside of *** It appears the two (2) year warranty by Kyocera on this phone: Kyocera Duraforce Pro is a complete scam and the customer can wipe their [redacted] w/ the pretend warranty as it's worthless When and under what circumstances would the customer get a brand new phone to replace the phone that failed due to Kyocera's error and or poor mechanical parts I'm told the only way Kyocera will send out a NEW Phone is if they run out of the refurbished phones they keep in stock Outrageous Regards, [redacted] ***

Hello Ms***,I apologize for the first experience you had with one of my customer service support agents I will do the best I can to research to find out who that might have been, and to provide some feedback and training I have asked one of my top technical agents to contact you today to walk through some troubleshooting steps I have also asked him to follow up with you over the next few days to make sure that the troubleshooting was successful that the problem is no longer presentPlease feel free to reach out to me after you have spoken to him, if the interaction was not a pleasant one.Best Regards, [redacted]

have a kyocera duraxv from verizon its the flip phone it is advertised as a miltary phone but it has already cracked and kyocera will not just send me a refursbised one or a new first before I have to send it back I told them I need my phone and could not be without it days I have doctors appointments and need my phone this should be replaced under warranty olny had it a couple of months they advertised a drop proof and rugged but mine has a crackedits crack near the outside lcd screen the plastic is cracked.please send me a replacement phone and a shipping label to send the old one back

Good Afternoon Mr***,I am sorry to hear that there is a crack on the phone and
would be happy to assist with taking care of this for you. All Kyocera
phones do come with a limited one year warranty from the original date of
purchase, and we are happy to review and evaluate the phone to determine that
the described damage falls within the warranty guidelines. The phone will
need to be sent to our repair facility for this examination to take
place. I am happy to make an exception and have Fed Ex come to pick up
the phone from and pay for the shipping to our facility. Once there, i
will also make sure that your phone is considered a priority and given
expedited treatment. As long as the damage to the phone falls within the
warranty, Kyocera will repair the damage at no cost and send the phone back to
you as quickly as possible. If the damage does not fall within the
warranty guidelines, there could possibly be a fee associated with the repair.As a manufacture, we do not have a loaner phone program in
place while your phone is at our repair center. I do know that some of
the carriers (in your case Verizon) are able to allow a customer to borrow a
phone. I would recommend checking with the local store in your area
Please let me know your address and I will have a Fed Ex
call tag created to come pick the phone up from you
Best Regards,*** *** *** ***

Good Morning Mr***,I apologize for the delay in the repair of your phone. I have confirmed that a replacement phone was shipped to you on Friday Oct 30th via Fed Ex. The tracking number is, ***. Just as a note, due to the value of the phone, packages are shipped Signiture Required.If there is anything else I can do to assist you, please let me know.Best Regards,*** ***

Good Morning Ms. ***,I apologize for the trouble you experienced with your Kyocera Hydro phone. All Kyocera phone devices come with a one year warranty that are handled through our repair center. Once the phone arrives to our repair cetner the issue will be evalauted and repaired
ast no cost if detemined to be in warranty. I would be happy to have one of my call center representatives contact you directly if you would like. I would be happy to have your device treated as a priority as well.Unfortuantley I am not able to provide a refund for your device. As mentioned, we have a one year warranty that is in place to handle issues that might occur with the devices. Our warranty process does not include refunding the cost of the phone if the choice is made to not send it in for evaluationPlease let me know if you would like me to have an agent reach out to you to set up the RMA.Best Regards.*** ***

Good Morning ***,Thank you for checking all of the options that I provided as a troubleshooting exercise It was important to confirm that all features that offer vibration notifications has been turned off As previously mentioned I do not have a phone that is currently activated with *** to try to reproduce the issue you are experiencing I will discuss with our software engineer team today the need to activate a phone for further investigation If you would like to provide me with your email address I would be happy to keep you up to date with our findings and conclusion.Thank you,***

Good Morning Mr. ***, I apologize for any misinformation you were provided and I will be happy to take care of your concern for you.I happened to send an email to you yesterday, Wednesday May 11th with a document attached that shows the steps to replace the data port cover at home
without having to send to our repair center I noticed that I received a confirmation from you this morning with your address for me to mail the port cover I will send this out via regular USPS mail today and you should receive shortly after.If there is anything else I can assist you with, please let me know.Have a great day,***Consumer Relations Manager

Dear Ms*** * ***, I am sorry to hear that the phone display craked when the phone hit the ground The phone does come with a year Limited Manufacture's Warranty that protects the phone against any failutes that could occur due to manufacturing The agent you spoke to is
correct in the explanation that the phone does need to come through our repair facility for an evaluation The evaluation is to confirm the extent of the damage as well as to confirm that the damage is not beyond that which the warranty covers Our process is that the customer would send the phone to our repair center after having created an RMA I would be happy to make an exception for you and have one of our technical support agents create a Fed Ex Call Tag, pick up the phone and ship it to the repair center I can assure you that Kyocera stands behind our product as well as the durability If the damage to the display is not outside of our warranty guidelines, your phone will be repaired under warranty, at no cost to you.Please provide the phone number that is best to reach you, and I will have someone contact you to create the Fed Ex Call Tag. Thank you,*** ***Consumer Relations ManagerKyocera International, Inc(CEG Division)

Dear ***,Thank you for your email I have a few questions regarding the issue you are experiencing When you say: "Every time I receive a notification, it comes through with a vibrating sound as well as the sound that I have set." Can I confirm exactly what you mean
by notification? Is this for communication notifications only (text messages, or calls), or does this also happen for other notifications such as from apps as well, example from Facebook, Snap Chat, WhatsApp or any games you may play?At this time I do not have a phone that is active on ***, but was able to find a sample phone that I was able to check some of the settings I know you mentioned that you had adjusted some of the settings, I would just like to confirm that you adjusted all of the settings I have listed below:Settings>Sounds & Notification>Also vibrate for calls> switched to offSettings>Sounds & Notification>Vibration pattern> OffSettings>Sounds & Notification>Interruptions>App notifications> Go through the different apps or make sure that the notifications that offer vibrate show as offSettings>Sounds & Notification>Persistent alerts> Switched to off, and also make sure Vibrate isn't checked If all of these settings are set to off, and you are continuing to experience the phone vibreating, please provide me with very detailed descriptions of when it happens I will see if I am able to obtain an active phone and continue with troubleshooting.Thanks***Kyocera Communications IncConsumer Relations Manager

Revdex.com:
I will use an old phone and switch my sim card in order to have service while my phone is looked at.  The old phone is in poor condition but serviceable and should get me through the 2 week process.  I will confirm with the Revdex.com whether Kyocera follows through on the repair.  This is not an ideal situation, but if they can repair or replace it, I would be satisfied.  I am concerned that they will look at it and say that it is not within the warranty.  It is solely within their hands to make that decision.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  If you can have a representative call that would be great or at least send me a postal envelope. What happens if you repair it or not? I had to replace it because of my on call job
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action wouldn't not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with technical support yesterday, we took some steps to trouble shoot, and the agent asked me to call back when the issue was happening again so we could work on it while it was happening. I called back, and the next agent I got simply told me to go to the site and get a new sim card. She didn't want to trouble shoot or anything. There was no point in me even calling, she was not interested in helping at all. I haven't been able to send texts at all today.
Regards,
[redacted]

Hello Mr. [redacted],As mentioned, this phone does come with a 2 year warranty.  In order for us to carry out the warranty should an issue arise, the phone would need to be evaluated by a certified Kyocera repair technician.  If there is a repairable is due, the phone will be repaired and flashed with the latest version of software if it is not already on the phone.  If the issue is one that is covered by the warranty, although not repairable, we will send you a replacement phone.  At the moment our repair center is not repairing this particular handset so the replacement unit will be from our factory although not in a retail box.  It will only be the phone unit.If you have any other questions, please let me know.Best,[redacted]

Hello
Ms.  [redacted],I am very
sorry to hear of your frustration and would like to take this time to provide
you with more details.  I have reached out to our repair center to request
pictures as well as a more detailed explanation of their findings.
There is
extreme damage to...

the touch panel and the LCD of the phone, as well as
damage to the board.  The board is the 'brains' of the phone, and damage
to this area is not repairable.  Unfortunately the damage is severe enough
that we are not able to repair the device.  This extent of damage is
beyond our one year limited manufactures warranty, and beyond the capabilities
of the phone.
If  you
would like me to send you a copy of the picture I have, please let me know, I
would be happy to forward to you.
If you have
any questions, please let me know.
Best
Regards,[redacted]Consumer
Relations Manager
Kyocera Communications, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved.
 2 days after filing the complaint below....Kyocera sent my cell phone via FedEx....Problem Resolved.  At the writing of this email I have only now (after having the phone now for 2 days) have I received an email from them to notify me of their shipping of the phone.It appears to me that they likely have some serious communication problems internally and with their customers.  I have my phone.  I am happy however,  I am not so sure I will do business with them again.Thank you for beginning to help resolve the issue, for that I am grateful![redacted] Regards,
[redacted]