Gogo LLC

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted] - CS mgr
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@gogoair.com
A clerical error was made by the contact center agent when originally contacting to cancel the subscription. Upon contacting Gogo again...

4/30, the error was corrected including the 5 months refund as requested and confirmed by email on 5/4/15. An additional apology letter was sent 5/5 by Gogo executive that included credit for free future Gogo sessions. We regret the mistake and feel that this is an amicable resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, they refunded the money and gave me 5 codes for future usage, but they neglect to mention that I attempted to cancel the service 3 times. The third time I recorder the chat otherwise it is unlikely they would have taken any action. The only acted after receiving this complaint. They also don't mention they billed my expired credit card for 2 months of service. Oh well, gotta let it go I guess.

While
we provide renewal information on the pass description, at checkout and on the
initial purchase receipt, we understand it can be missed. When this happens we
try to work with customers to arrive at an amicable and fair solution. In this circumstance after contacting Gogo customer care a...

refund was issued for the period the subscription was used totaling $179.85.

Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@startek.com
[redacted] here from Gogo and I am truly sorry for the way our chat went. I make no excuses and take full responsibility for providing you...

less than acceptable customer service. I am ashamed of how I handled it and will aim to do better in the future. Please accept my sincere apologies for the inconvenience you may have experienced in respect to our chat disconnecting. At Gogo, we take pride in ensuring our customer's satisfaction. Unfortunately, I did not meet youror our ownexpectations. We value your relationship with Gogo and are committed to providing you with the highest level of service simply because our customers deserve the very best. Again my sincerest apologies.

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.
Sincerely,
[redacted]

While we provide renewal information on the pass description, at checkout and on the initial purchase receipt, we understand it can be missed. When this happens we try to work with customers to arrive at an amicable and fair solution. In reviewing customer account and usage history, a credit has...

been issued for the period since last login totaling 7 full months totaling $419.65 as requested in the complaint.

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.
Sincerely,
[redacted]

Hello - Gogo was able to contact customer regarding complaint and the issue is resolved with mutual agreement. The charge in question was located on an email address with a typo. Gogo and customer confirmed the charge had been credited through a bank initiated charge back and no additional refund is...

needed.

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted] - CS mgr
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@gogoair.com
While we provide renewal information on the pass description, at checkout and on the initial purchase receipt, we understand it can be...

missed.. When this happens we try to work with customers to arrive at an amicable and fair solution beginning with credit toward future purchases. When circumstances make this unacceptable a refund can be allowed. Monthly charges and receipts are detailed in customer's My Account purchase history and subscriptions can be cancelled anytime by contacting customer care by phone, email or live chat. In reviewing customer account and usage history, a credit has been issued for the periods in which the subscription was not used - as requested in the complaint and agreed upon with the customer.

Regarding complaint [redacted].  I resolved the issue with Gogo directly and assistance with the Revdex.com regarding this issue is no longer needed.  Thank you for your assistance with GOGO.  The problem...

stems from their outsourcing customer service to foreign countries where the representatives are not proficient at the English language.  It's very unfortunate that this is now the "new standard".Regards,[redacted]--Via [redacted]

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: Steve [redacted] - CS mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gogoair.com
While we provide renewal information on the pass description, at checkout and on the initial purchase receipt, we understand it can be...

missed. When this happens we try to work with customers to arrive at an amicable and fair solution. In reviewing customer account and usage history, a credit has been issued for the period since last login totaling 1 full month plus 1 prorated month from date of last login - as requested in the complaint.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While their "fine print" states we will charge you weather our service works or not I still do not agree with it. After posting this they did go back and credit me both payments. It's just sad that it took going through everything I did to get this completely resolved. They could have just done the right thing in the beginning and given me the credit they ended up giving me anyway. I guess their philosophy is that we will charge the customer unless they scream loud enough. I could and would have been a repeat customer but not any longer.

While we provide renewal information on the pass
description, at checkout and on the initial purchase receipt, we understand that in this instance it was missed. When this happens we try to work with customers to arrive at an
amicable and fair solution. In reviewing customer account and usage...

history we are working directly with the customer to issue credit for the period in which the subscription was not used.