PCS Wireless

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I must add that the statement about my knowledge of the phone conditions is not trueMr [redacted] told me many times on the phone that there is no Apple ID or iCloud lock in them, and they all work, but it was not true, and now business tries to represent me as a liarIn our conversations on the phone after my complain [redacted] accepted that phones were not as described by him, and promised to resolve the problem (before his "disappearance"), and asked me to send him ESN numbers for that purpose Regards, [redacted]

We will be issuing a full refund to the customer, to get this resolved quicklyWe do feel customer was made aware of the stocks he was purchasing, and Mr [redacted] has communicated with him when contactedHowever in good faith we will work with customer to get this resolved and close the matter

Complaint: ***
I am rejecting this response because: It's unacceptable, I sent a unit with no physical damage and received one back with a broken screenNow they say they"ll make an exception and make the original repairsThat still leaves me with a phone with a broken screen, not a good deal and horrible customer service
Regards,*** ***

Complaint: ***
I am rejecting this response because:
It's a rehash of the previous messageThis company has made no effort to resolve this matter
Regards,*** ***

Complaint: [redacted]
I am rejecting this response because: The phone was prepared to their instructions, how do I know it wasn't dropped while in their possession? Why did they remove the battery and back cover if it arrived damaged? Why didn't they just send it back when it was received? I can't believe that they don't have a phone, how am I to trust what they say?
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
I must add that the statement about my knowledge of the phone conditions is not true. Mr. [redacted] told me many times on the phone that there is no Apple ID or iCloud lock in them, and they all work, but it was not true, and now business tries to represent me as a liar. In our conversations on the phone after my complain [redacted] accepted that phones were not as described by him, and promised to resolve the problem (before his "disappearance"), and asked me to send him ESN numbers for that purpose.
Regards,
[redacted]

We will be issuing a  full refund to the customer, to get this resolved quickly. We do feel customer was made aware of the stocks he was purchasing, and Mr. [redacted] has communicated with him when contacted. However in good faith we will work with customer to get this resolved and close the...

matter.

We have received a complaint regarding an RMA that a customer submitted to us.
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When we receive devices for repair, they go through quality control to determine what repair the device needs; however, if the device has any sign of physical damage then an email is sent immediately to the customer to notify them that the phone will be sent back without repair.
 
The policy is outlined in the approval email that the customer receives; the approval email reads as follows:
 
Dear Posh Mobile Valued User,Your Return Authorization has been APPROVED!Please follow the below detailed instructions in order for us to exchange or repair your defective Posh Mobile Phone.*If the phone arrives with physical damage, we will immediate return the device back to you, as physical damage is not covered under Posh Mobile limited Manufactures Warranty.1. Include a copy of the original receipt or proof of purchase along with your device (REQUIRED)2. Place the defective mobile phone (unit) and its battery only (do not include accessories), in a United States Post Office Prepaid Return (USPS) padded envelope or box3. Include a copy of this email with a print out of your RMA number, name address, email and telephone number4. Mail to the below address with the RMA # on the outside of the box as belowPosh MobileRMA# [redacted] (Please make sure your RMA # is written on the outside of the BOX)11 Vreeland RoadFlorham Park, NJ 079325. Allow a total of up to 21 days for the arrival of your functioning deviceFailure to follow the numbered steps listed above will result in an immediate return to sender notice without repair.You can always contact us at [redacted] with any other questions that you may have with respect to this process.Thank you.Posh Mobile Support
 
We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). 
 
The customer states that we sent them an email but did not call them; this is correct as we currently handle all customer service via email and are still working on getting a phone line set up.
 
If the package was damaged in transit as the customer claims then they must file a claim through USPS as there is no way for us to determine when the damage occurred.
 
Thank you for your time and I look forward to hearing from you and resolving this case.
 
Regards,
 
Geovanna M

Review: I had contacts with PCS Wireless through sales person Mr. [redacted] ([redacted]). I was looking for iPhone 5 [redacted] for the customer overseas. Mr. [redacted] offered iPhone 5 fully functional with bad cosmetics, and in the middle of the April I placed order for 10 phones $350 each ([redacted]). Each time speaking to the Mr. [redacted] I always asked him to make sure there are no Id/iCloud locks, he each time confirmed they all are free of any locks. Once I received invoice I saw that instead of "fully functional" phones are listed as "powered up/good LCD". Since my customer would take apart phones and replace housing anyway, including LCD, I accepted that change, but mentioned to Mr. [redacted]. I didn't and don't complain about that. When I received phones I found out that one phone has broken LCD, one doesn't turn on, one has locked main screen, one has not working digitizer. I contacted Mr. [redacted] and it took one month! to receive RMA#, and after many calls/complains I finally (on June 26) received credit with PCS for 3 phones (the forth phone I decided to sent to customer since he would exchange screens anyway). In the meantime 7 phones were sent overseas. Once customer tried to work with them he founds out that 5 of them have iCloud lock, and they are useless. Mr. [redacted] was contacted, phones were sent back to me by customer. Mr. [redacted] said that PCS will get rid of iCloud lock and asked to send him information about locked phones. On July 18 I sent him via email IMEI and MSN numbers (where they were readable) of the 5 phones. Since then I sent him few e-males and left few voice messages. No respond. I contact Revdex.com only because PCS ignores me.Desired Settlement: PCS (as a business) failed to provide customer with proper, as advertised, product. Customer service is horrible. I understand I am not a big customer, who brings them big money, but they still have no rights to lie or cheat to me. I have my payments to make, my family, house, kids, and if $1750 for PCS is not considered as a big money, for me it is huge money, and it held me back a lot, not mentioning shipping to customer and back. I need my money back, and to resolve the problem would take credit with company, even I prefer not to deal with them. I sell phones on [redacted], and prices on [redacted] are lower than in PCS. But, still, tired of the wasting my time and will take credit.

Business

Response:

We will be issuing a full refund to the customer, to get this resolved quickly. We do feel customer was made aware of the stocks he was purchasing, and Mr. [redacted] has communicated with him when contacted. However in good faith we will work with customer to get this resolved and close the matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I must add that the statement about my knowledge of the phone conditions is not true. Mr. [redacted] told me many times on the phone that there is no Apple ID or iCloud lock in them, and they all work, but it was not true, and now business tries to represent me as a liar. In our conversations on the phone after my complain [redacted] accepted that phones were not as described by him, and promised to resolve the problem (before his "disappearance"), and asked me to send him ESN numbers for that purpose.

Regards,

Review: On February 27th, 2014 I purchased 6 refurbished Iphone 4( 8gb, Verizon) from PCS wireless. Anyway I paid and received them the next day with no issue.I listed them on Ebay and the next day sold one. Days later my customer writes me that they will leave me negative feedback if I do not refund their money, as the iphone I sold them did not have an original apple charger, but a blackberry charger. I immediately go to check all the units (which previously I had only given a cursory check) and 3 of the 5 left also had blackberry chargers. As this was the second time my contact with the company([redacted]) had sold me items that had incorrect accessories/or were not as specified, I decided to reach out to a manager, one Ms. [redacted]. I explained the situation to her and she offered to send me original iphone chargers and initially I agreed, but after much thought decided I did not want the chargers and only wanted my money back.This I notified them of. My reasoning was this was the second time I was indirectly misled about what merchandise from PCS contained and after the inconvenience with my customer I did not want to do business with this company any more. Anyway I complete the return request, submit it , and it was approved, therefore I mailed all units as received back to PCS immediately and they approved a credit for the full cost of $1110. The thing is I did not want a credit, and to be forced to continue to do business with them, so I notified Mr. [redacted] and Ms. [redacted] that I only want a refund and to severe ties with his company; to which he responded that they do not give refunds. I responded to both parties that I would never use the credit with their company to receive more misrepresented products and I wanted my money back; to which Ms. [redacted], who is the manager authorized my refund and account closing. When I requested information on how/when I would get my money I got no response after several efforts.Desired Settlement: I want a refund of the full amount of $1110 as Ms. [redacted] agreed.

Review: My POSH Mobile phones speaker jack and bluetooth stopped working. I contacted the company and was giver a RMA.

I then packaged the phone following the instructions given by them, and sent it to them. I then received an email today stating that the screen was damaged and they are sending it back unrepaired. the screen was not damaged when I sent it, and was sent in a bubble envelope per their instructions. I did not receive a phone call to tell me it was damaged, and when I called the company I was sent right to voicemail. I guess they don't believe in customer service.

The website for them has no phone number for support, only email. The only way I was able to attempt to speak to them was by [redacted] searchDesired Settlement: I need a working phone. I sent it to them in good faith and expect them to resolve this with a repair or replacement.

Business

Response:

We have received a complaint regarding an RMA that a customer submitted to us. When we receive devices for repair, they go through quality control to determine what repair the device needs; however, if the device has any sign of physical damage then an email is sent immediately to the customer to notify them that the phone will be sent back without repair. The policy is outlined in the approval email that the customer receives; the approval email reads as follows: Dear Posh Mobile Valued User,Your Return Authorization has been APPROVED!Please follow the below detailed instructions in order for us to exchange or repair your defective Posh Mobile Phone.*If the phone arrives with physical damage, we will immediate return the device back to you, as physical damage is not covered under Posh Mobile limited Manufactures Warranty.1. Include a copy of the original receipt or proof of purchase along with your device (REQUIRED)2. Place the defective mobile phone (unit) and its battery only (do not include accessories), in a United States Post Office Prepaid Return (USPS) padded envelope or box3. Include a copy of this email with a print out of your RMA number, name address, email and telephone number4. Mail to the below address with the RMA # on the outside of the box as belowPosh MobileRMA# [redacted] (Please make sure your RMA # is written on the outside of the BOX)11 Vreeland RoadFlorham Park, NJ 079325. Allow a total of up to 21 days for the arrival of your functioning deviceFailure to follow the numbered steps listed above will result in an immediate return to sender notice without repair.You can always contact us at [redacted] with any other questions that you may have with respect to this process.Thank you.Posh Mobile Support We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). The customer states that we sent them an email but did not call them; this is correct as we currently handle all customer service via email and are still working on getting a phone line set up. If the package was damaged in transit as the customer claims then they must file a claim through USPS as there is no way for us to determine when the damage occurred. Thank you for your time and I look forward to hearing from you and resolving this case. Regards, Geovanna M

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The phone was prepared to their instructions, how do I know it wasn't dropped while in their possession? Why did they remove the battery and back cover if it arrived damaged? Why didn't they just send it back when it was received? I can't believe that they don't have a phone, how am I to trust what they say?

Regards,

Business

Response:

The device was shipped back the same day that the email was sent to notify the customer that we would not repair the device. All information was quickly communicated and our policy was clearly stated. The warranty is now voided due to the physical damage. That being said, we will make a one-time exception and receive the device back to be repaired. However, we will only repair the defects for which the customer initially sent the device in.A replacement will only be sent if the manufacturer defects prove to be irreparable. The customer must complete another RMA form at http://[redacted]/ and follow the instructions detailed in the email.*please make sure that the device has no further physical damage; such as but not limited to water damage.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It's unacceptable, I sent a unit with no physical damage and received one back with a broken screen. Now they say they"ll make an exception and make the original repairs. That still leaves me with a phone with a broken screen, not a good deal and horrible customer service.

Regards,

Business

Response:

We sent the customer an email on 6/26 to notify them of the damage along with pictures of the damage and a picture of the back of the device that confirms that the device they sent is the same device that has the damage (see attached). If the package was damaged in transit then they must file a claim through USPS as there is no way for us to determine when the damage occurred.We have a strict policy regarding devices with physical damage;however, we are willing to make a one-time exception and repair the manufacturer defects only. If the manufacturer defects are irreparable then we will provide a replacement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It's a rehash of the previous message. This company has made no effort to resolve this matter.

Regards,