D & M Mobile Homes

Dear Mr. [redacted],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 2 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 6-10 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 $29.  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 [redacted], as Kyocera does not sell or manufacture accessories.  If you have any questions regarding the RMA (Repair) and Warranty process, please let me know. Best,[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 3 months old and has not be dropped and or had any issues w/ water and or getting wet.   Kyocera will not replace the 2 1/2 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 $430.00 and the value of the refurbished phone is about $100 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 $250 dollar hold on our credit card as they send the refurbished phone to us and then want to charge us freight on between $25.00 and $40 dollars for expedited shipping.  So,  the customer is temporarily out of pocket and additional $275-290 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 [redacted].   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]

Dear Mr [redacted],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]

Hello Ms. [redacted],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 present. Please feel free to reach out to me after you have spoken to him, if the interaction was not a pleasant one.Best 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 would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I want to let the business know that the vibration sound is off for all applications and anything else that I can opt to turn off vibrate but when alerts come through, messages, etc. the phone vibrates and makes a sound which is quite annoying and cannot seem to be changed in settings (sound or otherwise).  I even brought the phone back to the [redacted] store on several occasions and they formed the conclusion that there is nothing that can be done to take the vibration off for the alerts, emails, etc. as all sound settings for vibration have been turned off.  [redacted] seems to think that this is something inherent in this Kyocera Hydro View phone that cannot be changed.  I would like an answer as to why the vibration sound cannot be muted somehow, whenever I get notified of something on my phone, as I have explained to Kyocera several times before.  I do not know why you cannot understand what I am talking about as I think I am being and have been quite clear about this ongoing problem with this phone.
Regards,
[redacted]