PCs for People

Customer first called PCs for People on 2/28/regarding connectivity issues with his modemHe was given the number for tech support for further troubleshootingThe next time we received any form of communication from the customer was on 7/7/2017, when the customer called and stated that he had not received a shipping labelUpon further investigation, it appears as though the customer has communicated directly with PCs for People’s nonprofit partner, Mobile Citizen, who received information from tech support that the modem was deemed defective on 4/10/The label was e-mailed to [redacted] on 4/11/This process was not communicated to PCs for People and is not typicalGenerally when a customer is local, they are guided by Mobile Citizen back to the PC for People office to receive an in store replacementAt this time, the customer’s device was within warranty, but that warranty expired in May 2017, and PCs for People was not notified before this time frameIt is the customer’s responsibility to let us know when the modem is experiencing issues, as PCs for People does not have access to view the modem usage or Mobile Citizen’s notesWe do apologize for the miscommunication, as it seems there was a breakdown in communication with all partiesThe customer did come in and purchase a replacement modem this morningAttached is a copy of the customer’s signed receipt, as well as the customer’s history page showing notes with timestampsIf you need addition information or have further questions, please let us knowAnna [redacted] Customer Service Manager

As shown in the attachment, the customer's refund was processed last weekThe customer's request was part of an error in our system concerning a coupon code and simply took a few days to processHowever, his card has been refunded the desired amount and he has out information in case he has
further questions or issues. Anna ***Customer Service Manager

Initial Business Response /* (1000, 5, 2016/03/16) */
We apologize about the issues that you had receiving your device, as we transitioned our local customers, as well as an additional national customers, *** had quite a few issues shipping modems in a timely manner
The partnership
with *** has been a difficult transition and we are doing our best to switch everyone over smoothlyUnfortunately, since it is still in the early stages of a partnership, we have come across inconsistencies with how *** is handling our customers and the help they are able to provideWe've learned that it is a training issue with *** staff and are working with them to inform them how to best assist our customers
Your emails have been responded to promptly by phone or email by our staff membersA few of our staff have been out sick/on vacation over the past few weeks but the emails have been forwarded on to other staff to contact you and resolve the problemsEach time we have attempted to call and assist you with this issue in person your phone has gone straight to voicemailWe have attempted to leave as detailed of messages as possible to assist you and ensure that you are receiving a service that is beneficial for your needs
We received your modem in the mail yesterday and promptly called you to inform you of receiving the device and that a full refund would be issuedWe also informed you that it typically takes our credit card company 5-business days for that refund to show back on your cardAgain, the call went straight to voicemail, but we attempted to leave as detailed of a message as possible to explain the processI have attached proof that the refund had been issuedIf you have any additional questions you can call us at ***
Initial Consumer Rebuttal /* (3000, 8, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I empathize with PCs for People and their professional challenges, the issue was not just about the modem being received lateThe issue was also, mostly, about the modem not working and about the run around customers are experiencingServing as many as you do, know one on your team took the time to test or setup supportive communications between *** and your customers before going live? No, before I can accept this issue as resolved, let's wait until the full refund of $is actually in my account and does not become the blame of yet another entityUntil then, for me, it's just another stall laced with a promise and fruitless apologiesI am very disappointedAt this time, I'm not even able to see the attachment of proof PCs for People mention in their responseOnce the funds are in my account, I will document so here in my responseAccording to PCs for People, my full refund should be in my account no later than the 24th of March Thank you

Initial Business Response /* (1000, 5, 2016/02/24) */
We are a non-profit and reseller of Sprint internet service for low-income familiesThe customer purchased an internet modem online for shipment from SprintSprint shipped the new modem to the address the customer provided, but it was an
incorrect address and Sprint was unable to deliverThis resulted in the package being returned to SprintUnfortunately Sprint did not update us of the fact that the package was unable to be deliveredIn the mean time the customer disputed the payment for the modem through his bankOnce we received notice of this we were in contact with the customer, informed him of the shipping issue and offered to send him a new modemSince the payment had been disputed we no longer had the payment for the modemWhen we spoke with the customer we informed him that we would happily send him a new modem but he would need to contact his bank to let them no he no longer intended to dispute the chargeHe said that this course of action would be acceptable to himAt this time we are still waiting for word from him that he has spoken with his bank to remove the dispute
Initial Consumer Rebuttal /* (3000, 7, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The responsibility falls on said businessThey offer service through SprintI paid said business not SprintWhen I contacted business and complained they had no clue of shipment, I asked for refund, they said noIm not going to get stuck with a $bill, and no modemThere unwilling to sell me new modem
Final Business Response /* (4000, 9, 2016/03/05) */
Again, we apologize about the issues that have arisen because of a shipment delay on the side of Sprint, and the error in address that it was shipped toWe are a reseller of Sprint service, Sprint is the company in charge of shipping the modems to customers once payment has been receivedAs soon as PCs for People was made aware of the issue with getting your modem to you we attempted to reach out and fix the situationThrough our email exchange and phone conversation we had informed you that we would be able to reship a modem to you, however we would not be able to do that until the dispute of the you made with your bank/credit card company was resolvedBecause of this dispute we are unable to provide a refund until the dispute is settled through the credit card companyPCs for People is wanting to fix this issue and provide you with the modem and service that you paid for, as you had mentioned in both an email and phone conversation that you had continued interest in receiving, however, because of the dispute we are unable to do this because the funds have been disputedWe've continued to attempt contact you and fix this issue in a way that is agreeable to you, but have no longer received responses from youWe are not unwilling to sell you a modem, or offer you a refund, based on your needs, once the bank dispute has been finalized, you can contact us at *** or respond the the multiple emails we have sent to rectify the situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I feel they should have handled the matter differently (a brief e-mail explaining the situation would have sufficed), this resolution is satisfactory to me.

Customer first called PCs for People on 2/28/2017 regarding connectivity issues with his modem. He was given the number for tech support for further troubleshooting. The next time we received any form of communication from the customer was on 7/7/2017, when the customer called and stated that he had...

not received a shipping label. Upon further investigation, it appears as though the customer has communicated directly with PCs for People’s nonprofit partner, Mobile Citizen, who received information from tech support that the modem was deemed defective on 4/10/2017. The label was e-mailed to [redacted] on 4/11/2017. This process was not communicated to PCs for People and is not typical. Generally when a customer is local, they are guided by Mobile Citizen back to the PC for People office to receive an in store replacement. At this time, the customer’s device was within warranty, but that warranty expired in May 2017, and PCs for People was not notified before this time frame. It is the customer’s responsibility to let us know when the modem is experiencing issues, as PCs for People does not have access to view the modem usage or Mobile Citizen’s notes. We do apologize for the miscommunication, as it seems there was a breakdown in communication with all parties. The customer did come in and purchase a replacement modem this morning. Attached is a copy of the customer’s signed receipt, as well as the customer’s history page showing notes with timestamps. If you need addition information or have further questions, please let us know. Anna [redacted] Customer Service Manager