Digitell Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The gentleman told me in his phone call that his store employee told him that I was in the store earlier in September and that was how I knew about the 1G offer. I had not been in the store except on October 4, 2014. I walked in and asked about options. ***, a store employee, told me that I could get the 1G extra for free, and that I would receive $credit for each of the phones I transferred to ***. I came back a little later that same day and told *** I would accept the deal he offered me. It is a bald-faced lie that I knew about the free gigabyte offer from a previous visit. When I called the store to get information about the promo offers about weeks after I bought the phones, someone in the store said I had to wait for a manager to get me information. The store never returned my call. Another week passed, and no one contacted me. Eventually someone called me one time, and told me that apparently the store employee made a mistake when he told me about the special offers. The 1G offer expired 9-30-(the responder to this complaint does not realize there are only days in September.), and could not be extended I also asked about the $credit per phone that I ported to ***. Shawn, assistant manager of the store (his statement), told me that I needed to wait two to four billings to get the credit. No I find out that I did not qualify for that deal either. When I transferred my phones, I was still under contract with my previous provider. I had to pay additional amounts to terminate that contract. I was counting on using the $per phone to cover those costs.I did indeed sign a contract for different phones, and paid as agreed. Due to my stupidity, I did not verify in writing what was told to me! I feel that the practices that the store employees use are "bait and switch", deceptive and borders on fraud.Thank you Arizona Revdex.com for your assistance
Regards,*** ***

Digitell Cellular has taken multiple steps to help resolve Mr*** concerns, I have spoken to him on three (3) occasions, the East Valley District Manager has spoken to him, as well as our *** *** *** store managers on multiple occasionsMr*** started service with ***
*** on October 4, at the time of activation all customers sign and receive a copy of their *** *** Contract (Attached) that has all specific plan details listed, including data, per each individual line that is activatedMr*** contract shows he is on the Share Everything 2GB Plan with no additional promotional data included as the promotion he referenced in his initial complaint ended on September 31, I spoke with Mr*** on November 11, when he called to express concern that the staff at the *** *** *** location was not answering their store phone and he would like to discuss a plan discrepancy with themI informed him they may have been working with customers and were unable to answer, but I would contact the Store Manager directly and have him contact him as soon as he was availableI confirmed Mr*** contact information and called the Store Manager who informed me was with customers and would call him back as soon as possibleMr*** contacted me again on November 12, at 3:10PM requesting to speak to whomever oversees the *** *** ***, I told him that is our East Valley District Manager, *** ***, and while I could not give out his contact information, I would give Mr*** his information and he would be in contactI then called Mr*** and asked him to contact his customer in regards to his promotional plan concern, he said he would call him immediatelyI received a call back from Mr*** at 3:41PM informing he spoke with MrJacobs, I requested he send me their conversation recap in an email so I can have documentation (Attached)I also contacted the Store Manager to ask if he could verify any attempts to help resolve this customers concernsHe forwarded me an email between him and our *** *** Account Representative sent on November 1, inquiring about adding the extra data promotion to Mr*** account (He was asking if it could be added as a courtesy since the customer was upset he did not qualify for it when he started service)Our Account Representative informed him he could not add it since he signed up after the promotion endedHe also addressed the bill credit inquiry with our Account Representative who confirmed he did qualify for it and it could take up to four (4) billing cycles to be added to Mr*** accountIt was also confirmed Mr*** qualified for a $smartphone trade in promotion (The customer trades in their smartphone in exchange for a $*** *** gift card) if he chooses to participate in this promotionThe Store Manager, Assistant Store Manager and District Manager explained the promotions he did and did not qualify for on more than one occasionI am unable to access, nor am I given authority, by *** *** to access, adjust, add or remove any features or promotions to any customers account; our Account Representative is able to do so based upon promotions, qualifications, etcand he was contacted when Mr*** first expressed concern with his plan (Ten (10) days Mr*** contacted me.) While we have the utmost confidence in our management and retail location team members, I have addressed the situation with the *** *** *** manager to make sure he and his staff are explaining every plan feature in detail at the time of activation to make sure misunderstandings and miscommunications do not occurI feel we promptly and effectively addressed Mr*** concerns and clearly conveyed what he did and did not qualify for

Re: Complaint ID#: [redacted]Dear Sir or Madame:We are submitting this response to you in an attempt to address the complaint made against our company by a Ms. [redacted] [redacted].Taking into consideration the insurance not correctly being added at the original purchase date was,...

in fact, an oversight on our employee’s behalf; we would like to offer Ms. [redacted] a reimbursement check in the amount of $122.33 (the replacement cost of the device $322.32 per Ms. [redacted]’s statement less her $199.99 deductible). We would also like to include an accessory bundle valued at over $122, as a good faith gesture for her inconvenience in the matter. We would like to send these items to Ms. [redacted] promptly, and need to first confirm her mailing address.  The current address we show on file is:
[redacted] [redacted]
[redacted]Digitell Cellular aims to consistently deliver excellent customer service, and part of that delivery comes with our thorough training. We will be taking every action necessary to ensure the correct addition of monthly added features, as well as document review at point of sale.We apologize for and appreciate Ms. [redacted]'s frustration, and are looking forward to better serving her in the future.Sincerely,Digitell Cellular Communication, Inc.[redacted] Wireless Premium Retailer[redacted] [redacted]
[redacted]  [redacted]

[redacted]  [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 until for the business to perform this action and, if it does, will consider this complaint resolved.My mailing address has changed, and is correct on my [redacted] account, but is also listed below:[redacted]Please let me know when I can expect the check and accessory bundle to arrive. Please let me know the tracking number on this, as well.
Regards,
[redacted]

[redacted]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.My mailing address has changed, and is correct on my [redacted] account, but is also listed below:[redacted]Please let me know when I can expect the check and accessory bundle to arrive. Please let me know the tracking number on this, as well.

Regards,

Digitell Cellular has taken multiple steps to help resolve Mr. [redacted] concerns, I have spoken to him on three (3) occasions, the East Valley District Manager has spoken to him, as well as our [redacted] store managers on multiple occasions. Mr. [redacted] started service with [redacted]...

[redacted] on October 4, 2014 at the time of activation all customers sign and receive a copy of their [redacted] Contract (Attached) that has all specific plan details listed, including data, per each individual line that is activated. Mr. [redacted] contract shows he is on the Share Everything 2GB Plan with no additional promotional data included as the promotion he referenced in his initial complaint ended on September 31, 2014. I spoke with Mr. [redacted] on November 11, 2014 when he called to express concern that the staff at the [redacted] location was not answering their store phone and he would like to discuss a plan discrepancy with them. I informed him they may have been working with customers and were unable to answer, but I would contact the Store Manager directly and have him contact him as soon as he was available. I confirmed Mr. [redacted] contact information and called the Store Manager who informed me was with customers and would call him back as soon as possible. Mr. [redacted] contacted me again on November 12, 2014 at 3:10PM requesting to speak to whomever oversees the [redacted], I told him that is our East Valley District Manager, [redacted], and while I could not give out his contact information, I would give Mr. [redacted] his information and he would be in contact. I then called Mr. [redacted] and asked him to contact his customer in regards to his promotional plan concern, he said he would call him immediately. I received a call back from Mr. [redacted] at 3:41PM informing he spoke with Mr. Jacobs, I requested he send me their conversation recap in an email so I can have documentation (Attached). I also contacted the Store Manager to ask if he could verify any attempts to help resolve this customers concerns. He forwarded me an email between him and our [redacted] Account Representative sent on November 1, 2014 inquiring about adding the extra data promotion to Mr. [redacted] account (He was asking if it could be added as a courtesy since the customer was upset he did not qualify for it when he started service). Our Account Representative informed him he could not add it since he signed up after the promotion ended. He also addressed the bill credit inquiry with our Account Representative who confirmed he did qualify for it and it could take up to four (4) billing cycles to be added to Mr. [redacted] account. It was also confirmed Mr. [redacted] qualified for a $200.00 smartphone trade in promotion (The customer trades in their smartphone in exchange for a $200 [redacted] gift card) if he chooses to participate in this promotion. The Store Manager, Assistant Store Manager and District Manager explained the promotions he did and did not qualify for on more than one occasion. I am unable to access, nor am I given authority, by [redacted] to access, adjust, add or remove any features or promotions to any customers account; our Account Representative is able to do so based upon promotions, qualifications, etc. and he was contacted when Mr. [redacted] first expressed concern with his plan (Ten (10) days Mr. [redacted] contacted me.) While we have the utmost confidence in our management and retail location team members, I have addressed the situation with the [redacted] manager to make sure he and his staff are explaining every plan feature in detail at the time of activation to make sure misunderstandings and miscommunications do not occur. I feel we promptly and effectively addressed Mr. [redacted] concerns and clearly conveyed what he did and did not qualify for.

Re: Complaint ID#: [redacted]Dear Sir or Madame:We are submitting this response to you in an attempt to address the complaint made against our company by a Ms. [redacted].Taking into consideration the insurance not correctly being added at the original purchase date was, in fact, an oversight on our employee’s behalf; we would like to offer Ms. [redacted] a reimbursement check in the amount of $122.33 (the replacement cost of the device $322.32 per Ms. [redacted]’s statement less her $199.99 deductible). We would also like to include an accessory bundle valued at over $122, as a good faith gesture for her inconvenience in the matter. We would like to send these items to Ms. [redacted] promptly, and need to first confirm her mailing address.  The current address we show on file is:

[redacted]Digitell Cellular aims to consistently deliver excellent customer service, and part of that delivery comes with our thorough training. We will be taking every action necessary to ensure the correct addition of monthly added features, as well as document review at point of sale.We apologize for and appreciate Ms. [redacted]'s frustration, and are looking forward to better serving her in the future.Sincerely,Digitell Cellular Communication, Inc.[redacted] Wireless Premium Retailer[redacted]

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.The gentleman told me in his phone call that his store employee told him that I was in the store earlier in September and that was how I knew about the 1G offer.  I had not been in the store except on October 4, 2014.  I walked in and asked about options.  [redacted], a store employee, told me that I could get the 1G extra for free, and that I would receive $150.00 credit for each of the phones I transferred to [redacted].  I came back a little later that same day and told [redacted] I would accept the deal he offered me.  It is a bald-faced lie that I knew about the free gigabyte offer from a previous visit. When I called the store to get information about the promo offers about 2 weeks after I bought the phones, someone in the store said I had to wait for a manager to get me information.  The store never returned my call.  Another week passed, and no one contacted me.   Eventually someone called me one time, and told me that apparently the store employee made a mistake when he told me about the special offers.  The 1G offer expired 9-30-14 (the responder to this complaint does not realize there are only 30 days in September.),  and could not be extended.  I also asked about the $150.00 credit per phone that I ported to [redacted].  Shawn, assistant manager of the store (his statement), told me that I needed to wait two to four billings to get the credit.  No I find out that I did not qualify for that deal either.  When I transferred my phones, I was still under contract with my previous provider.  I had to pay additional amounts to terminate that contract.  I was counting on using the $150.00 per phone to cover those costs.I did indeed sign a contract for 3 different phones, and paid as agreed.  Due to my stupidity, I did not verify in writing what was told to me!  I feel that the practices that the store employees use are "bait and switch", deceptive and borders on fraud.Thank you Arizona Revdex.com for your assistance.

Regards,[redacted]

Re: Complaint ID#: [redacted]Dear Sir or Madame:We are submitting this response to you in an attempt to address the complaint made against our company by a Ms. [redacted].Taking into consideration the insurance not correctly being added at the original purchase date was,...

in fact, an oversight on our employee’s behalf; we would like to offer Ms. [redacted] a reimbursement check in the amount of $122.33 (the replacement cost of the device $322.32 per Ms. [redacted]’s statement less her $199.99 deductible). We would also like to include an accessory bundle valued at over $122, as a good faith gesture for her inconvenience in the matter. We would like to send these items to Ms. [redacted] promptly, and need to first confirm her mailing address.  The current address we show on file is:

[redacted]Digitell Cellular aims to consistently deliver excellent customer service, and part of that delivery comes with our thorough training. We will be taking every action necessary to ensure the correct addition of monthly added features, as well as document review at point of sale.We apologize for and appreciate Ms. [redacted]'s frustration, and are looking forward to better serving her in the future.Sincerely,Digitell Cellular Communication, Inc.[redacted] Wireless Premium Retailer[redacted]