Nu-Wave Wireless

Consumer attached additional documentation

Dear [redacted]:
Thank you for providing us the opportunity to respond to this consumer complaint. I apologize for the delay in responding. As with any customer complaint, we did conduct an...

internal review of the matter. the store manager and regional manager did work with the customer in an attempt to address his concerns prior to this escalation.With regard to the customer's concern that he was misinformed about being under contract and the ability to own his phone outright after the term, it appears there was some misunderstanding. The device leasing program does, in fact, allow a customer to pay for his or her device over time and buy it out at the end of the term. There is no associated wireless contract under this program. All details of the program are outlined in writing in the leasing agreement was cancelled properly with [redacted] and that any "buy out" charges were reversed since he did return the device.
In reference to his dispute over the restocking fee, as a [redacted] Preferred Retailer, we follow [redacted]'s 14 day Return/Exchange Policy. The details are available h[redacted] and details also print on our sales receipts. The restocking fee was in line with [redacted]'* national return policy.
Finally, our retunr policy states that screen protectors may not be returned once opened. If a customer requests us to do so, we will apply a screen protector as a courtesy. At no time during the sale or any of our other interactions with the customer resolve this matter, did he express dissatisfaction with the application of the screen protector.
I hope this clarified things. If you have any further questions, I can be reached at ###-###-#### or via email at [redacted]
Regards,
Brian K. T[redacted]
Chief Operating Officer
Nu-Wave Paging & Cellular Inc.