Dear *** *** ***,Thank you for your inquiry regarding your repair. I apologize for any delay you have experienced. I have reviewed the history of the repair and see that the phone was evaluated and has been deemed out of warranty. The reason for this disposition is that the
phone has water damage, which leaves a phone un repairable. An email was sent to the email address that is listed on your repair order (***), explaining the condition of the phone on 12/19/and again today on 01/27/2014. There is a link within that email that will take to you to a status page. From this page you will be able to elect to have the phone sent back to you, or you may choose to have us dispose of and recycle the phone.If you have any further questions, please let me know, I would be happy to assist you.Best Regards,*** ***Consumer Relations ManagerKyocera Communications, Inc
Dear *** ***,I apologize for the delay with the repair of your Brigadier phone. I have confirmed that the phone will be repaired as In Warranty and should be completed no later then next week. As a compensation for your time, I would like to offer you a refund for your monthly
service that you have paid while the phone has been at the repair center. Please send me an itemized copy of your Verizon Wireless billing statement either to my email address (***) or by fax to ***. Please send the following information along with the invoice. Your First and Last name, your RMA number and the mailed address we should use. The check will come via Fed Ex with a signature required.Thank you for your patience, I apologize again for the delay.Best Regards,***
*** *** | Consumer Relations ManagerKyocera
Communications, IncTowne Centre
Drive, Suite | San Diego, CA 92121Direct:
858.882-2477*** | www.kyoceramobile.com
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
Business still will not answer my e-mails Have heard no correspondence since they responded to Revdex.com Problem has not been resolved
Regards,
*** ***
Dear *** *** ***,I apologize for any frustration you have experienced and would be happy to resolve this for you right away. If you would please provide me with the tracking number of your shipment as well as the RMA number you received when registering the phone that would help me in
my research, I will use the USPS tracking number to work to confirm receipt of the phone at our repair center, and the RMA number will assist me with checking the status of the repair.Please feel free to email me directly at ***I look forward to hearing from you,*** ***Consumer Relations Manager, Kyocera Communications Inc
I received confirmation from our repair center that your phone
was at the final test station in the process. The phone repair will be
completed today and will be shipped on Monday.
I have requested Overnight delivery due to the delay, which means...
the
phone should arrive to you by Tuesday.
Once the tracking number has been created, you will receive an automated
message with a link that will allow you to follow the shipment.
I apologize again for the delay, and I appreciate the patience
you have shown.
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.
Regards,
[redacted]
Revdex.com:
I cannot find the tracking number at this moment but I am working with USPS to locate it. The RMA # is KYOCERA RMA# [redacted]... The The reason I was a little careless with the receipt is because I thought I was dealing with real business professionals. In the past, everytime I sent a shipment in to real business professionals they were always able to find my item. Kyocera isn't the first phone company I had problems with but they are the first one to lose my item. I've had Nokia, Motorolla, ZTE, Samsung and LG... Anytime I had a problems with their phones, they always found my phone, repaired it in the time frame they proposed without me having to turn my house and car upside down looking for receipts and tracking numbers. I thought I was dealing with 1 of those companies competitors. Also one time I made a mistake with one of those companies address USPS return my mail saying the business names didn't match the address... So I would like to reiterate once again that the fact that USPS didn't return my packagel tells me that my phone was in fact delivered to Kyocera repair center
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.
Regards,
[redacted]
Good Morning Mr. [redacted],I am sorry to hear that your phone is not functioning properly. All Kyocera phones come with a one year limited manufactures warranty, which will cover all repairs that are related to any issues that could have been caused due to manufacturing. Before we...
are able to confirm that a phone will be considered as in warranty we do need to examine and review the handset. Our normal process is that the customer would pay to send the phone to our repair center, and Kyocera pays for the return shipping as long as the phone is in warranty,I understand that your circumstances are such that you are not able to pay to have the phone sent out for repair. I am willing to make an exception for you and pay for ground level of shipping service. I would be happy to have one of my 2nd level support agents contact you to set this up. You should hear from someone before the end of the day today, Friday February 20th.Best Regards.[redacted]Kyocera Communications, Inc
Hello [redacted],I want to begin by apologizing for the confusion regarding the repair of your phone. I have done some research and I see some notations that we were going to be processing a refund for you. I apologize for the delay, due to the holidays our office has been...
operating with a very limited staff. I have reviewed the copy of the Verizon invoice that was submitted, and see that it is the summary page. If you would please send me an itemized bill for the last 2 months, I will begin to process this on Monday. I will need you to include the following information: Your Name, Mailing address, and RMA number ([redacted]) Please either scan and email this to me at [redacted], you may also fax to [redacted], if that is easier or more convenient for you. I will also process a refund via PayPal on Monday, for the amount you had paid for the repair. I apologize again for the delay, and for any frustration you have experienced.Best Regards,[redacted] | Consumer Relations ManagerKyocera
Communications, Inc.9520 Towne Centre
Drive, Suite 200 | San Diego, CA 92121Direct: [redacted] | www.kyoceramobile.com
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.
Regards,
[redacted]
The phone had not been subjected to any water of any kind during the little over two months we had it prior to it malfunctioning.... This is absolutely a appalling response for a defective product supplied from a manufacturing facility...This product was purchased not drop, subjected to liquid or abused in anyway in the lees than 90 days it was in our possession. Please post this response so everyone knows purchasing KYOCERA PRODUCTS is a very risky investment.......
Good Morning [redacted],I wanted to confirm our conversation that we had regarding our resolution for your RMA. At that time I was in the process of completing the paper work for the refund we had discussed. As of today, Tuesday January 13th, I have forwarded the paperwork to our Finance Department and am waiting for the check to be cut. I will also be processing a refund via PayPal for the repair fee that had been paid. You should receive both refunds no later then Friday January 16th.If you have any questions for me, please feel free to give me a call at any time!Best Regards,[redacted]
Hello Ms. [redacted],
I apologize for the long hold times that you have experienced recently when trying to reach our call center. I apologize for the frustration and the inconvenience this has caused.
I have done some research into your repair and was able to find that the phone has...
been deemed out of warranty due to some damage that is unrepairable. I have sent an email to our repair center manager to ask for more details, which I will be able to provide to you tomorrow.
I will be back in touch with you soon.
Best Regards,
[redacted]
Consumer Relations Manager
Kyocera Communications, Inc
Hello Mr. [redacted],I apologize for the confusion regarding the status of your repair, I realize that this caused a lot of frustration for you. I have taken this opportunity to look further into the delay of updates into our system so that we can improve this for all future customer service...
experiences.I have researched the details of your RMA and have been able to confirm that the phone was shipped on 12/09/2014, using FED EX. The tracking number ([redacted] ) shows that this was delivered on 12/10/2014 and signed for by [redacted].If there is anything else I can do to assist you, please let me know. I apologize again for the delay regarding the information of your repair.Best Regards,[redacted] | Consumer
Relations ManagerKyocera Communications, Inc.[redacted]
Hello Ms. [redacted],I have done some research into the condition and repair status of the phone. The device had been deemed out of warranty due to the shattered display as well as the board of the phone being warped. The damage to the board is such...
that it is non repairable. Based on the extent of the damage, Kyocera was not able to offer an out of warranty repair fee to complete the restoration of the device. I apologize for the confusion when you were told that the phone had not been opened, as it had been. Due to the condition of the phone, I am not able to replace the phone as per your request. I apologize for the inconvenience of the screws not being sent back with the phone. That is not a normal process that we practice, so I will look into this with our repair center. I work on having 4 screws sent out to you as soon as possible.Best Regards[redacted]Consumer Relations ManagerKyocera Communications Inc.
Hi [redacted],I apologize for the delay in the response. Myself and [redacted] searched through our emails and were not able to locate a request from our call center, so I will discuss this with them. as this is an opportunity for us to improve the process. [redacted] and Myself worked in parallel to...
discuss your RMA with the repair center. On Wednesday March 25th [redacted] sent you an email with photos of the damage. I'm sire if you received this or not, so I will re-send to you. Unfortunately I am not able to attach this pictures to this response.The phone has been deemed as Out of Warranty due to damage to the SIM Card connector. This damage is not due to manufacturing. but could have been caused by the manner in which the card was being inserted.I will resend the email from [redacted] with the pictures for you.Best Regards,[redacted]Consumer Relations Manager
Good Morning [redacted],I have some good news for you. As of my latest status report from our repair center I see that the phone was scanned into the system on 01/09/2015, and is now on the repair line. It appears as though the serial number that the phone was registered with, was an incorrect number, which caused the delay in matching the phone with the proper RMA in our system. They were able to sort it all out, and I have requested that the repair be treated as an expedite so that we can return it to you as quickly as possible.Best Regards,[redacted]
Dear *** *** ***,Thank you for your inquiry regarding your repair. I apologize for any delay you have experienced. I have reviewed the history of the repair and see that the phone was evaluated and has been deemed out of warranty. The reason for this disposition is that the
phone has water damage, which leaves a phone un repairable. An email was sent to the email address that is listed on your repair order (***), explaining the condition of the phone on 12/19/and again today on 01/27/2014. There is a link within that email that will take to you to a status page. From this page you will be able to elect to have the phone sent back to you, or you may choose to have us dispose of and recycle the phone.If you have any further questions, please let me know, I would be happy to assist you.Best Regards,*** ***Consumer Relations ManagerKyocera Communications, Inc
Dear *** ***,I apologize for the delay with the repair of your Brigadier phone. I have confirmed that the phone will be repaired as In Warranty and should be completed no later then next week. As a compensation for your time, I would like to offer you a refund for your monthly
service that you have paid while the phone has been at the repair center. Please send me an itemized copy of your Verizon Wireless billing statement either to my email address (***) or by fax to ***. Please send the following information along with the invoice. Your First and Last name, your RMA number and the mailed address we should use. The check will come via Fed Ex with a signature required.Thank you for your patience, I apologize again for the delay.Best Regards,***
*** *** | Consumer Relations ManagerKyocera
Communications, IncTowne Centre
Drive, Suite | San Diego, CA 92121Direct:
858.882-2477*** | www.kyoceramobile.com
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
Business still will not answer my e-mails Have heard no correspondence since they responded to Revdex.com Problem has not been resolved
Regards,
*** ***
Dear *** *** ***,I apologize for any frustration you have experienced and would be happy to resolve this for you right away. If you would please provide me with the tracking number of your shipment as well as the RMA number you received when registering the phone that would help me in
my research, I will use the USPS tracking number to work to confirm receipt of the phone at our repair center, and the RMA number will assist me with checking the status of the repair.Please feel free to email me directly at ***I look forward to hearing from you,*** ***Consumer Relations Manager, Kyocera Communications Inc
Good Morning Ms. [redacted],
I received confirmation from our repair center that your phone
was at the final test station in the process. The phone repair will be
completed today and will be shipped on Monday.
I have requested Overnight delivery due to the delay, which means...
the
phone should arrive to you by Tuesday.
Once the tracking number has been created, you will receive an automated
message with a link that will allow you to follow the shipment.
I apologize again for the delay, and I appreciate the patience
you have shown.
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.
Regards,
[redacted]
Revdex.com:
I cannot find the tracking number at this moment but I am working with USPS to locate it. The RMA # is KYOCERA RMA# [redacted]... The The reason I was a little careless with the receipt is because I thought I was dealing with real business professionals. In the past, everytime I sent a shipment in to real business professionals they were always able to find my item. Kyocera isn't the first phone company I had problems with but they are the first one to lose my item. I've had Nokia, Motorolla, ZTE, Samsung and LG... Anytime I had a problems with their phones, they always found my phone, repaired it in the time frame they proposed without me having to turn my house and car upside down looking for receipts and tracking numbers. I thought I was dealing with 1 of those companies competitors. Also one time I made a mistake with one of those companies address USPS return my mail saying the business names didn't match the address... So I would like to reiterate once again that the fact that USPS didn't return my packagel tells me that my phone was in fact delivered to Kyocera repair center
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.
Regards,
[redacted]
Good Morning Mr. [redacted],I am sorry to hear that your phone is not functioning properly. All Kyocera phones come with a one year limited manufactures warranty, which will cover all repairs that are related to any issues that could have been caused due to manufacturing. Before we...
are able to confirm that a phone will be considered as in warranty we do need to examine and review the handset. Our normal process is that the customer would pay to send the phone to our repair center, and Kyocera pays for the return shipping as long as the phone is in warranty,I understand that your circumstances are such that you are not able to pay to have the phone sent out for repair. I am willing to make an exception for you and pay for ground level of shipping service. I would be happy to have one of my 2nd level support agents contact you to set this up. You should hear from someone before the end of the day today, Friday February 20th.Best Regards.[redacted]Kyocera Communications, Inc
Hello [redacted],I want to begin by apologizing for the confusion regarding the repair of your phone. I have done some research and I see some notations that we were going to be processing a refund for you. I apologize for the delay, due to the holidays our office has been...
operating with a very limited staff. I have reviewed the copy of the Verizon invoice that was submitted, and see that it is the summary page. If you would please send me an itemized bill for the last 2 months, I will begin to process this on Monday. I will need you to include the following information: Your Name, Mailing address, and RMA number ([redacted]) Please either scan and email this to me at [redacted], you may also fax to [redacted], if that is easier or more convenient for you. I will also process a refund via PayPal on Monday, for the amount you had paid for the repair. I apologize again for the delay, and for any frustration you have experienced.Best Regards,[redacted] | Consumer Relations ManagerKyocera
Communications, Inc.9520 Towne Centre
Drive, Suite 200 | San Diego, CA 92121Direct: [redacted] | www.kyoceramobile.com
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.
Regards,
[redacted]
The phone had not been subjected to any water of any kind during the little over two months we had it prior to it malfunctioning.... This is absolutely a appalling response for a defective product supplied from a manufacturing facility...This product was purchased not drop, subjected to liquid or abused in anyway in the lees than 90 days it was in our possession. Please post this response so everyone knows purchasing KYOCERA PRODUCTS is a very risky investment.......
Good Morning [redacted],I wanted to confirm our conversation that we had regarding our resolution for your RMA. At that time I was in the process of completing the paper work for the refund we had discussed. As of today, Tuesday January 13th, I have forwarded the paperwork to our Finance Department and am waiting for the check to be cut. I will also be processing a refund via PayPal for the repair fee that had been paid. You should receive both refunds no later then Friday January 16th.If you have any questions for me, please feel free to give me a call at any time!Best Regards,[redacted]
Hello Ms. [redacted],
I apologize for the long hold times that you have experienced recently when trying to reach our call center. I apologize for the frustration and the inconvenience this has caused.
I have done some research into your repair and was able to find that the phone has...
been deemed out of warranty due to some damage that is unrepairable. I have sent an email to our repair center manager to ask for more details, which I will be able to provide to you tomorrow.
I will be back in touch with you soon.
Best Regards,
[redacted]
Consumer Relations Manager
Kyocera Communications, Inc
Hello Mr. [redacted],I apologize for the confusion regarding the status of your repair, I realize that this caused a lot of frustration for you. I have taken this opportunity to look further into the delay of updates into our system so that we can improve this for all future customer service...
experiences.I have researched the details of your RMA and have been able to confirm that the phone was shipped on 12/09/2014, using FED EX. The tracking number ([redacted] ) shows that this was delivered on 12/10/2014 and signed for by [redacted].If there is anything else I can do to assist you, please let me know. I apologize again for the delay regarding the information of your repair.Best Regards,[redacted] | Consumer
Relations ManagerKyocera Communications, Inc.[redacted]
Hello Ms. [redacted],I have done some research into the condition and repair status of the phone. The device had been deemed out of warranty due to the shattered display as well as the board of the phone being warped. The damage to the board is such...
that it is non repairable. Based on the extent of the damage, Kyocera was not able to offer an out of warranty repair fee to complete the restoration of the device. I apologize for the confusion when you were told that the phone had not been opened, as it had been. Due to the condition of the phone, I am not able to replace the phone as per your request. I apologize for the inconvenience of the screws not being sent back with the phone. That is not a normal process that we practice, so I will look into this with our repair center. I work on having 4 screws sent out to you as soon as possible.Best Regards[redacted]Consumer Relations ManagerKyocera Communications Inc.
Hi [redacted],I apologize for the delay in the response. Myself and [redacted] searched through our emails and were not able to locate a request from our call center, so I will discuss this with them. as this is an opportunity for us to improve the process. [redacted] and Myself worked in parallel to...
discuss your RMA with the repair center. On Wednesday March 25th [redacted] sent you an email with photos of the damage. I'm sire if you received this or not, so I will re-send to you. Unfortunately I am not able to attach this pictures to this response.The phone has been deemed as Out of Warranty due to damage to the SIM Card connector. This damage is not due to manufacturing. but could have been caused by the manner in which the card was being inserted.I will resend the email from [redacted] with the pictures for you.Best Regards,[redacted]Consumer Relations Manager
Good Morning [redacted],I have some good news for you. As of my latest status report from our repair center I see that the phone was scanned into the system on 01/09/2015, and is now on the repair line. It appears as though the serial number that the phone was registered with, was an incorrect number, which caused the delay in matching the phone with the proper RMA in our system. They were able to sort it all out, and I have requested that the repair be treated as an expedite so that we can return it to you as quickly as possible.Best Regards,[redacted]