Master Wireless

Greetings Revdex.com,
I have the honor of addressing you to respond to the letter provided by the "Master Wireless" store. They are saying that the way it was handled or however they did it and it happened accidentally.
They say they ordered a new telephone but they sent them a used one. However it happened it is not my issue, that was between the store and the company that provides them the phones.
The battery was very low(used). It was activated at the store on July 19, 2014. Seven days after that equals one week(that brings it to July 26). I returned to the store at 518 East Charter Way and told them that I was not happy with the phone
because it was not responding like a new phone. They then told me I had to buy a new battery, so I told them, how am I going to buy a new battery $45 to $50. I cannot spend more money, this is supposedly a new phone that has to have a new battery.
So I, indeed, returned before the 15 days stated in their policy, but since there was nobody to resolve the problem, time kept passing by.
Additionally if they are admitting it was an error that a used phone was sent as new, for that reason alone it should not apply to its policy.
Samsung Representative clearly told me by telephone that this telephone  was used by somebody else, which made me even angrier.
They sent me to their other store on Wilson way so they could resolve the problem on August 20.,2014 but it only made things worse. They returned the phone to me cracked so
I would not bother them anymore.
Samsung then suggested I take it to Best Buy store, but they would not touch it because the phone was not purchased there.
Nobody else damaged the phone, especially not myself. The majority of the time I had it charging but the battery never showed charge. I gave it to their employee and he returned it to
me cracked.
I paid for a new phone and they gave me a used one.

We investigated with the associates mentioned in the complaint and the following response is based on the testimony of the those that were involved and present at the time of the event.
 
justify;">Ms. [redacted] originally ordered the Samsung Galexy S3 in Blue on July 12, 2014. When ever a customers decides to order a phone that is not in stock, it is our policy that the customer must pay for the phone in order for us to order it for them and that is why the card was charged on that day. We always let our customers know about this policy otherwise our sales associates are not authorized to place an order for a phone. The person that handles our inventory notified the sales rep that placed the order that the phone was only available in white and to call the customer and confirm if they would like it in white. The customer said yes, and it was ordered. To our knowledge the phone was ordered as new and that’s why the phone was sold as new. (However companies have been known to send a refurbished phone as knew on accident or sometimes what happens is that if an activation was made but a rep input one or more of the serial numbers incorrectly and could of activatied the wrong device, and to resolve that issue they would of done an ESN change leaving the device they activated as if it had been activated.) This is just a theory as to why the phone might of came up as used in Samsung’s system.
When the customer tried to return the device the store policy for exchange had expired. (Our policy is stated on the receipt that they have 15 days or under 30 minutes of air time, which ever comes first) the customer signed receipt that was for store records. When the customer brought the device to wilson way location, the phone was taken to the back office for inspection to see what was malfunctioning. The person in charge of inventory examined the phone. Instructed by management in an atempt to assist the customer, we contancted Samsung Company, and as we were on the phone with them to see what they could do, Samsung asked us to thoroughly check for any damages on the phone which is when the damaged described by the customer was found. Samsung therefore told us there was nothing they could do if the phone had external damage. That’s when our sales rep went back to the customer to let them know about the damage found on the phone. I would like to just point out that the customer mentions going to another store where they checked her phone, I can not speak for them if they mishandled the phone, but I can speak for our associates that handled the phone and at all times it was handled with care, because we understand the importance of the devices not having any damage in order for them to qualify for manufacturer warranty and because the phone was purchased through us.
We are very sorry for the inconvience that this has caused the customer but we believe that we have done what we could to help the customer and we even went the “extra mile” by calling Samsung Company directly. This issue needs to be dealt with the manufacturer.

Hello,
Attached is our response.
Than You,
[redacted]
Master Wireless
###-###-####

To whom it may concern, On behalf of Master Wireless, we would like to apologize for any inconvenience caused to our customer. At Master Wireless we strive to have the best customer service. Everything we do is explained...

directly to our customers, and any questions are answered on the spot before any transaction takes place. We have received a complaint from a previous customer [redacted], who claims we failed to activate her International Service plan offered by T-Mobile, though she did not have T-Mobile, she had Simple Mobile. [redacted] first came to us on 2/1/14 to re activate her phone. She was charged a $25.00 activation fee, and a month of service fee which was also $25.00. Miss [redacted] came again the following month on 3/2/14 she did not know which company she had, so she paid $30 and went home with the instruction to call Master Wireless to let us know the phone company she was using. When we found out it was Simple Mobile, we refunded $5.00 back to Miss [redacted] and applied the $25 monthly fee to her phone since Simple Mobile doesn’t offer a $30 monthly plan. We added the $25 dollars as she asked us to do it. After we processed the $25 dollar plan she let us know she wanted to make international calls. Master Wireless is essentially the middle man. Simple Mobile offers an International Service plan for $10.00 monthly. We explained clearly to Miss [redacted] that the funds would be added to her account in the amount of $10.00, and that she would need to contact Simple Mobile in order to have them activate the International Service plan. The funds were deposited onto her account. We told her to call Simple Mobile and have the operator activate her service, because Master Wireless does not do those transactions with Simple Mobile. We simply add the funds onto people’s account. After a month, Miss [redacted] came back to Master Wireless to complain about the international calls because she was unable to make them. Our sales representative in the store helped Miss [redacted] to contact customer service from Simple Mobile. The Simple Mobile representative let Miss [redacted] know that the pin added to her account the previous month had expired. The representative asked the customer to get a new pin for $10 dollars if she wanted International calls, but the customer did not want to make another payment. The phone was activated, and the funds in the amount of $10 were added to her account so she could call Simple Mobile to activate International calling. As for the desired settlement Miss [redacted] is asking for in the terms of $150.00, we simply cannot comply. We did everything we had to do for our customer and made sure to explain everything in detail. Master Wireless treats all their customers with great respect, and we do not discriminate. Receipts regarding the three transactions we had with [redacted] will be provided. An apology is offered for any inconvenience caused by this dispute. Sincerely, Master Wireless

Review: On 2-1-14 I went to open a "T" Movil to Master Wireless cople days later went back to open unlimited international calls on the 3-1-14 I pay second moth of service and to complain that I have not been able to use international they said their gon to actvate the service but they keep on telling me that is ready I call and operator ask me for a pen code the company was supos to give me on last day of March They disconet all the service I went back and try to pay my month I ask if can use I never used as credit or money back & they charge me 25.00 por activation when other co don't charge for activation so I want to give me 10.00 for interation calls + 25.00 for actvation + gas spend in on 4 trips going back and ford.Desired Settlement: Like I spland I am a elderly lady I have very small income plus tress wich is bad for my health, bad heart, blood presure Hi so I think will be fear to reconpensate with at least 150.00 for service I never used or never received and you tell this co. not to abuse for old people like me Thank you very much

Business

Response:

To whom it may concern, On behalf of Master Wireless, we would like to apologize for any inconvenience caused to our customer. At Master Wireless we strive to have the best customer service. Everything we do is explained directly to our customers, and any questions are answered on the spot before any transaction takes place. We have received a complaint from a previous customer [redacted], who claims we failed to activate her International Service plan offered by T-Mobile, though she did not have T-Mobile, she had Simple Mobile. [redacted] first came to us on 2/1/14 to re activate her phone. She was charged a $25.00 activation fee, and a month of service fee which was also $25.00. Miss [redacted] came again the following month on 3/2/14 she did not know which company she had, so she paid $30 and went home with the instruction to call Master Wireless to let us know the phone company she was using. When we found out it was Simple Mobile, we refunded $5.00 back to Miss [redacted] and applied the $25 monthly fee to her phone since Simple Mobile doesn’t offer a $30 monthly plan. We added the $25 dollars as she asked us to do it. After we processed the $25 dollar plan she let us know she wanted to make international calls. Master Wireless is essentially the middle man. Simple Mobile offers an International Service plan for $10.00 monthly. We explained clearly to Miss [redacted] that the funds would be added to her account in the amount of $10.00, and that she would need to contact Simple Mobile in order to have them activate the International Service plan. The funds were deposited onto her account. We told her to call Simple Mobile and have the operator activate her service, because Master Wireless does not do those transactions with Simple Mobile. We simply add the funds onto people’s account. After a month, Miss [redacted] came back to Master Wireless to complain about the international calls because she was unable to make them. Our sales representative in the store helped Miss [redacted] to contact customer service from Simple Mobile. The Simple Mobile representative let Miss [redacted] know that the pin added to her account the previous month had expired. The representative asked the customer to get a new pin for $10 dollars if she wanted International calls, but the customer did not want to make another payment. The phone was activated, and the funds in the amount of $10 were added to her account so she could call Simple Mobile to activate International calling. As for the desired settlement Miss [redacted] is asking for in the terms of $150.00, we simply cannot comply. We did everything we had to do for our customer and made sure to explain everything in detail. Master Wireless treats all their customers with great respect, and we do not discriminate. Receipts regarding the three transactions we had with [redacted] will be provided. An apology is offered for any inconvenience caused by this dispute. Sincerely, Master Wireless

Review: I bought a cellular telephone at the Master Wireless Store on July 12, 2014. It was paid by Visa, but I received the cell phone on July 19, 2014. I charged it all night, but it continued having problems, the phone was not functioning like it was supposed to, like a new phone. At the store they did not want to resolve the problem.

Then I asked them to please I need to speak to the store manager, but was denied.

I offered them my cell phone number to resolve it directly with the owner, but nobody would show their face.

I only ask them to give me a telephone, or my money back. They sold me a used phone as if it were new. It is not just.Desired Settlement: If they can please return my money. The manager and the owner never wanted to talk to me. They just tell me that they are not going to exchange my telephone and will not return my money.

Business

Response:

We investigated with the associates mentioned in the complaint and the following response is based on the testimony of the those that were involved and present at the time of the event.

Ms. [redacted] originally ordered the Samsung Galexy S3 in Blue on July 12, 2014. When ever a customers decides to order a phone that is not in stock, it is our policy that the customer must pay for the phone in order for us to order it for them and that is why the card was charged on that day. We always let our customers know about this policy otherwise our sales associates are not authorized to place an order for a phone. The person that handles our inventory notified the sales rep that placed the order that the phone was only available in white and to call the customer and confirm if they would like it in white. The customer said yes, and it was ordered. To our knowledge the phone was ordered as new and that’s why the phone was sold as new. (However companies have been known to send a refurbished phone as knew on accident or sometimes what happens is that if an activation was made but a rep input one or more of the serial numbers incorrectly and could of activatied the wrong device, and to resolve that issue they would of done an ESN change leaving the device they activated as if it had been activated.) This is just a theory as to why the phone might of came up as used in Samsung’s system.

When the customer tried to return the device the store policy for exchange had expired. (Our policy is stated on the receipt that they have 15 days or under 30 minutes of air time, which ever comes first) the customer signed receipt that was for store records. When the customer brought the device to wilson way location, the phone was taken to the back office for inspection to see what was malfunctioning. The person in charge of inventory examined the phone. Instructed by management in an atempt to assist the customer, we contancted Samsung Company, and as we were on the phone with them to see what they could do, Samsung asked us to thoroughly check for any damages on the phone which is when the damaged described by the customer was found. Samsung therefore told us there was nothing they could do if the phone had external damage. That’s when our sales rep went back to the customer to let them know about the damage found on the phone. I would like to just point out that the customer mentions going to another store where they checked her phone, I can not speak for them if they mishandled the phone, but I can speak for our associates that handled the phone and at all times it was handled with care, because we understand the importance of the devices not having any damage in order for them to qualify for manufacturer warranty and because the phone was purchased through us.

We are very sorry for the inconvience that this has caused the customer but we believe that we have done what we could to help the customer and we even went the “extra mile” by calling Samsung Company directly. This issue needs to be dealt with the manufacturer.

Business

Response:

Hello,

Attached is our response.

Than You,

Master Wireless

###-###-####

Consumer

Response:

Greetings Revdex.com,

I have the honor of addressing you to respond to the letter provided by the "Master Wireless" store. They are saying that the way it was handled or however they did it and it happened accidentally.

They say they ordered a new telephone but they sent them a used one. However it happened it is not my issue, that was between the store and the company that provides them the phones.

The battery was very low(used). It was activated at the store on July 19, 2014. Seven days after that equals one week(that brings it to July 26). I returned to the store at 518 East Charter Way and told them that I was not happy with the phone

because it was not responding like a new phone. They then told me I had to buy a new battery, so I told them, how am I going to buy a new battery $45 to $50. I cannot spend more money, this is supposedly a new phone that has to have a new battery.

So I, indeed, returned before the 15 days stated in their policy, but since there was nobody to resolve the problem, time kept passing by.

Additionally if they are admitting it was an error that a used phone was sent as new, for that reason alone it should not apply to its policy.

Samsung Representative clearly told me by telephone that this telephone was used by somebody else, which made me even angrier.

They sent me to their other store on Wilson way so they could resolve the problem on August 20.,2014 but it only made things worse. They returned the phone to me cracked so

I would not bother them anymore.

Samsung then suggested I take it to Best Buy store, but they would not touch it because the phone was not purchased there.

Nobody else damaged the phone, especially not myself. The majority of the time I had it charging but the battery never showed charge. I gave it to their employee and he returned it to

me cracked.

I paid for a new phone and they gave me a used one.