PocketFinder

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] ***

[redacted] and Revdex.com representative included,I'm sorry that you felt that you needed to file with the Revdex.com and that the number that you had was no longer in serviceWe found that google had a wrong number for us and requested that they update their informationAfter a few weeks it's now thankfully correct when you search for Location Based TechnologiesWhile our customer service team talks with customers daily, our primary point of contact is through our ticketing system that you used and is found by clicking on "support" from www.pocketfinder.comOur ticketing system allows us to match customers with the best representatives to assist them as our customer base is everything from big corporations with 5000+ devices to elderly folks and parents with small special needs childrenWe received a ticket request from [redacted] to deactivate two devices on 4/at 4:pm and responded to that request at 4:pm, just minutes later, that they were now deactivated and you would no longer be charged a service feeOur notes indicate a follow up on 4/and subsequent support for the person that you transferred the devices tooWe've seen that @me email addresses often filter our emails so perhaps you didn't get our response? I trust that our quick response and subsequent support all met your needs, apologize for the phone number confusion and look forward to having you back as a customer should you have a future need.If their is something more that I can assist in resolving for you please don't hesitate to contact me directlyMy direct line is: [redacted] Or you can reply through the Revdex.com system.Best regards, [redacted] ***VP Customer Service Location Based Technologies/PocketFinder

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 belowRevdex.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 The problem is, and ive made it clear on numerous occasions that "the sales staff of pocket finder gave me the wrong informationI was in search of a gps device that I can use when needed, and the pocketfinder sales staff told me over the phone that it is a prepaid service, you pay in advance for the month and if you do not pay for the next month on time the service will be cut off, due to this info I was happy to have finally found a g_p_s device and company that fits what I need, and this info by pocketfinder lead me to purchasetherefore had the billing information that the sales staff told me been any different I would have never made the purchaseI knew exactly what I was looking for at time of purchaseI was given one free monthon top of the one month I paid fortherefore through my expectations in what I was advised by the PocketFinder staffit was then clear to me that I had days of service prepaid for and so I would have to make another payment to receive any additional month service not once was I notified of an ongoing billing, however if that building process is protocol then it should have been protocol for the sales staff to make that process clear to me when I asked about the billing process I was not aware that I was being billed until I received the first threatening email I mean its a hundred bucks should I just let them stiff me for bucks or should I say something about it, I feel its more than just a hundred bucks it's about being told one thing when you question the company you looking to make a purchase with and then finding out after the purchase that the information that was given to me was wrong that is my case that is my problem I have no other problem with PocketFinderthe service was great when I used it yes it was fine and I would like to continue using it when I need it that's why I made the purchase I want to use it when I need it I want to pay for month and use it for that month if I want to use it for that month that's it that's why I made the purchase if I can not use it the way I was advised by PocketFinder then I want a refund Regards, [redacted] Regards, [redacted]

[redacted] and Revdex.com representative included, I'm sorry that you felt that you needed to file with the Revdex.com and that the number that you had was no longer in serviceWe found that google had a wrong number for us and requested that they update their informationAfter a few weeks it's now thankfully correct when you search for Location Based TechnologiesWhile our customer service team talks with customers daily, our primary point of contact is through our ticketing system that you used and is found by clicking on "support" from www.pocketfinder.comOur ticketing system allows us to match customers with the best representatives to assist them as our customer base is everything from big corporations with 5000+ devices to elderly folks and parents with small special needs childrenWe received a ticket request from [redacted] to deactivate two devices on 4/at 4:pm and responded to that request at 4:pm, just minutes later, that they were now deactivated and you would no longer be charged a service feeOur notes indicate a follow up on 4/and subsequent support for the person that you transferred the devices tooWe've seen that @me email addresses often filter our emails so perhaps you didn't get our response? I trust that our quick response and subsequent support all met your needs, apologize for the phone number confusion and look forward to having you back as a customer should you have a future need.If their is something more that I can assist in resolving for you please don't hesitate to contact me directlyMy direct line is: [redacted] Or you can reply through the Revdex.com systemBest regards, [redacted] VP Customer Service Location Based Technologies/PocketFinder

Customer felt that it wasn’t clear that the tracker included a monthly service fee and didn’t know how to contact a customer service representative to help her with a troubleshooting issue or to cancel the service if that is what she chose to do All of our GPS devices include a wireless SIM card, like a cell phone, so that they can transmit the location, speed and direction information to our servers and our customers can see the device location from almost anywhere in the worldThis service is accompanied by a monthly service feeWhen a device is purchased or read about on our website it is clearly expressed that a monthly service fee of $is required Look directly below the Orange “Buy Now” button Personal Devices: [redacted] Pet Devices: [redacted] Vehicle Trackers: [redacted] Additionally, when a customer clicks on a “Buy Now” button the shopping cart again notify’s customers that a monthy service fee of $is requiredPlease look right below the “Total” above “Additional Items for Purchase” where it reads “*Service charge is $per month and will be applied on a month to month basis upon activation.” [redacted] Purchases from Amazon or any of our other online retail sellers also all include that a monthly service fee is required Amazon page - Please read bullet item: “Monthly Service Plan required” [redacted] Our customer service team is available days a week via online support and can be contacted from any page on our website [redacted] top of the page click “Customer Service Central” as well as from the web interface when you log inOur knowledgebase and “Contact Us” tickets are answered promptlyCustomer Service Central - [redacted] Some confusion may have been created from mistakenly trying to call our corporate phone number This customer did submit a ticket for our customer service team after messaging you to which we responded to and she is a customer that has continued with us through today If you have any other questions or need additional information please let me know Best regards,

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
The customer care team does not answer multiple online inquiries, neither do they respond to my multiple voice mails in response to this message beginning on the 7,8,10, and 14th of this month and no replyThis is very bad and unprofessional business
I last received an email from ** *** that reads:
Jul
to me
I do apologize if the original sale was misunderstoodi will
forward this issue to our billing department for further
review
Thank you,
*** ***
*** *** ***
Location Based Technologies
"Your World Located"
--------------------------------------------------------------------
no one as of yet has contacted methank you very much for your assistance in this mattermy contact number is *** 9am-7pm eastern time
thank you
*** ***

***,
I apologize for your frustration and am happy that I have the opportunity to respond as you have a little bit of misinformation about how the devices work and fees and I'd like to address customer supportI would love to have days a week customer service and our roadmap is built to
include days a week support as our company grows
I'd first like to address the technologyThe devices are GPS and get their location information from the satellite GPS network just like Garmin or TomTomHow they send this information to our servers so that you can see the location from any computer or smartphone with internet access is the device connects wirelessly on the 2G GSM networkHere in the US the SIM cards that we use are AT&TThere is no activation fee and up until recently there was a pass through $SIM reactivation fee if you decide to cancel service on a device then reactivate itMost recently AT&T has waived this fee for us and we're passing that onto our customersYou can now deactivate your device and then reactivate the unit at no cost! The US/Canada monthly service fee for PocketFinder is $International rates are more and posted on our website
Now customer service availabilityOn our Customer Service Central Homepage we post our hours of availability as 9am-7pm Central Monday through FridayWe now often have coverage of urgent issues on Sunday but not to the level where we are comfortable posting that availabilityOur customer service team is split with half the team in California and the other half in Arizona and we're primarily ticket based though our representatives are on the phone with people every day as we'll call back anyone who's issue looks like we may not be able to resolve it easily via emailWe do have a hotline that rings directly into our California call center and directions on our customer service central homepage include leaving a voicemail if no one answersThese voicemails flow directly into our ticket system and are highlighted as urgentAs mentioned above, our roadmap includes transitioning into a days a week inbound support center as we reach profitability milestones as a company
I reviewed your support need and see that you messaged us late Friday and again on the weekendWe responded with two different representatives on MondayOne ran diagnostics on your device to ensure it was functioning properly, the other was working with you on your account offering to access your account for you and resolve the situation where your account had become a limited user account removing featuresI am not sure how your account changed from full access to limited but have seen that, though rare happen before
Your account shows an address of New Jersey which I believe is primarily VerizonThere are other GSM carriers in that area as well that our devices roam on but there are also gaps in coverageWhat I suggest is that you power your device and use it in the areas that you plan on tracking, review history and ensure you get good connectionsWe can adjust GPS linger time if you're using it in a car or get GPS drift so please let us knowIf you'd like to cancel service please also let us know as you'll continue to be charged for an active SIM in your device even if you are not using itIf you purchased from www.pocketfinder.com I'd be happy to refund you for the cost of the device as long as you return the unit to us by 11/24/Service of $is paid for the month in advance and is non-refundable just like any cell phone that you may buy
Please let us know how you'd like to proceed via customer service central or replying to one of the tickets messages Charlotte or Derrick sent you last month and reference this communication from *** ***I hope we can keep you as a customer and if you're trying an alternative product you may want to ensure you've tested that unit first and it meets your needs before canceling with PocketFinder
Kind regards,
*** ***
VP Customer Service

***,I apologize for any trouble you experienced with your PocketFinder+ deviceI see a history of communication with our customer service team regarding troubleshooting your original unit purchased in January of We replaced your unit under warranty within day of you reporting that you
wished to replace the unit rather than troubleshoot the issue furtherWe sent the new unit and added a two month credit for service to your accountI show we did deactivate your service per your request on 9/5/Unfortunately, you are outside of our return policy for a return and refund for the cost of your device as it has been over months since the original device was orderedHowever, I do show that you prepaid for your device and we added to months to the end of your prepay as a credit for the trouble you experienced with your original unitI have submitted a request to refund of of the amount you paid for the annual prepay minus five months at $per monthOne of our representatives will be contacting you to obtain the best address to mail this refund checkAgain, I apologize that your experience was not what you had come to expect from our service and productsPlease, let us know if you have any additional questions or if we may be of any additional assistance in any way and we will be happy to helpYou can always contact us by phone or email at 866-726-/ *** Thank you again for being a valued PocketFinder customer!

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.
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.
 
 
 
The problem is, and ive made it clear on numerous occasions that "the sales staff  of pocket finder gave me the wrong information. I was in search of a gps device that I can use when needed, and the pocketfinder sales staff told me over the phone that it is a prepaid service,  you pay in advance for the month and if you do not pay for the next month on time the service will be cut off, due to this info I was happy to have finally found a g_p_s device and company that fits what I need, and this info by pocketfinder lead me to purchase. therefore had the billing information that the sales staff told me been any different I would have never made the purchaseI knew exactly what I was looking for.
 
at time of purchaseI was given one free monthon top of the one month I paid fortherefore through my expectations in what I was advised by the PocketFinder staffit was then clear to me that I had 60 days of service prepaid for and so I would have to make another payment to receive any additional month service not once was I notified of an ongoing billing, however if that building process is protocol then it should have been protocol for the sales staff to make that process clear to me when I asked about the billing process. 
 
I was not aware that I was being billed until I received the first threatening email.  I mean its a hundred bucks should I just let them stiff me for 100 bucks or should I say something about it, I feel its more than just a hundred bucks it's about being told one thing when you question the company you looking to make a purchase with and then finding out after the purchase that the information that was given to me was wrong.  that is my case that is my problem I have no other problem with PocketFinder. the service was great when I used it yes it was fine and I would like to continue using it when I need it that's why I made the purchase I want to use it when I need it I want to pay for month and use it for that month if I want to use it for that month that's it that's why I made the purchase if I can not use it the way I was advised by PocketFinder then I want a refund.
 
Regards,
 
[redacted] 
 
 
Regards,
[redacted]

Customer felt that it wasn’t clear that the tracker included a monthly service fee and didn’t know how to contact a customer service representative to help her with a troubleshooting issue or to cancel the...

service if that is what she chose to do.
 
All of our GPS devices include a wireless SIM card, like a cell phone, so that they can transmit the location, speed and direction information to our servers and our customers can see the device location from almost anywhere in the world. This service is accompanied by a monthly service fee. When a device is purchased or read about on our website it is clearly expressed that a monthly service fee of $12.95 is required.
Look directly below the Orange “Buy Now” button
Personal Devices: [redacted]
Pet Devices: [redacted]
Vehicle Trackers: [redacted]
 
Additionally, when a customer clicks on a “Buy Now” button the shopping cart again notify’s customers that a monthy service fee of $12.95 is required. Please look right below the “Total” above “Additional Items for Purchase” where it reads “*Service charge is $12.95 per month and will be applied on a month to month basis upon activation.” [redacted]
 
Purchases from Amazon or any of our other online retail sellers also all include that a monthly service fee is required.
Amazon page - Please read bullet item: “Monthly Service Plan required” [redacted]
 
Our customer service team is available 7 days a week via online support and can be contacted from any page on our website [redacted] top of the page click  “Customer Service Central” as well as from the web interface when you log in. Our knowledgebase and “Contact Us” tickets are answered promptly. Customer Service Central - [redacted]
Some confusion may have been created from mistakenly trying to call our corporate phone number.
 
This customer did submit a ticket for our customer service team after messaging you to which we responded to and she is a customer that has continued with us through today.
 
If you have any other questions or need additional information please let me know.
 
Best regards,

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]

Thank you for your message. I will be out of the office igh Sierra backpacking trip Monday 7/28 through...

Friday 8/1/14 with no access to email or phone.
 
Our PocketFinder Customer Care team can be reached by clicking on the Customer Service Central link found at the top of www.pocketfinder.com.
 
Have a great day!
---------- Forwarded message ----------From: Dave Michael Morse <[email protected]>Date: Sun, Aug 3, 2014 at 3:38 AMSubject: Out of Office: You have a new message from your Revdex.com regarding complaint #10140755To: "[email protected]" <[email protected]>
Thank you for your message. I will be out of the office igh Sierra backpacking trip Monday 7/28 through Friday 8/1/14 with no access to email or phone.
 
Our PocketFinder Customer Care team can be reached by clicking on the Customer Service Central link found at the top of www.pocketfinder.com.
 
Have a great day!
---------- Forwarded message ----------From: Dave Michael Morse <[email protected]>Date: Sun, Aug 3, 2014 at 3:38 AMSubject: Out of Office: You have a new message from your Revdex.com regarding complaint #10140755To: "[email protected]" <[email protected]>
Thank you for your message. I will be out of the office igh Sierra backpacking trip Monday 7/28 through Friday 8/1/14 with no access to email or phone.
 
Our PocketFinder Customer Care team can be reached by clicking on the Customer Service Central link found at the top of www.pocketfinder.com.
 
Have a great day!

[redacted] and Revdex.com representative included,I'm sorry that you felt that you needed to file with the Revdex.com and that the number that you had was no longer in service. We found that google had a wrong number for us and requested that they update their information. After a few weeks it's now thankfully correct...

when you search for Location Based Technologies. While our customer service team talks with customers daily, our primary point of contact is through our ticketing system that you used and is found by clicking on "support" from www.pocketfinder.com. Our ticketing system allows us to match customers with the best representatives to assist them as our customer base is everything from big corporations with 5000+ devices to elderly folks and parents with small special needs children. We received a ticket request from [redacted] to deactivate two devices on 4/12 at 4:02 pm and responded to that request at 4:09 pm, just 7 minutes later, that they were now deactivated and you would no longer be charged a service fee. Our notes indicate a follow up on 4/13 and subsequent support for the person that you transferred the devices too. We've seen that @me email addresses often filter our emails so perhaps you didn't get our response? I trust that our quick response and subsequent support all met your needs, apologize for the phone number confusion and look forward to having you back as a customer should you have a future need.If their is something more that I can assist in resolving for you please don't hesitate to contact me directly. My direct line is: [redacted] Or you can reply through the Revdex.com system.Best regards,[redacted]VP Customer Service Location Based Technologies/PocketFinder

[redacted] and Revdex.com representative included,
I'm sorry that you felt that you needed to file with the Revdex.com and that the number that you had was no longer in service. We found that google had a wrong number for us and requested that they update their information. After a few weeks it's now...

thankfully correct when you search for Location Based Technologies. While our customer service team talks with customers daily, our primary point of contact is through our ticketing system that you used and is found by clicking on "support" from www.pocketfinder.com. Our ticketing system allows us to match customers with the best representatives to assist them as our customer base is everything from big corporations with 5000+ devices to elderly folks and parents with small special needs children. We received a ticket request from [redacted] to deactivate two devices on 4/12 at 4:02 pm and responded to that request at 4:09 pm, just 7 minutes later, that they were now deactivated and you would no longer be charged a service fee. Our notes indicate a follow up on 4/13 and subsequent support for the person that you transferred the devices too. We've seen that @me email addresses often filter our emails so perhaps you didn't get our response? I trust that our quick response and subsequent support all met your needs, apologize for the phone number confusion and look forward to having you back as a customer should you have a future need.If their is something more that I can assist in resolving for you please don't hesitate to contact me directly. My direct line is: [redacted] Or you can reply through the Revdex.com system.
Best regards,
[redacted]
VP Customer Service Location Based Technologies/PocketFinder

I appreciate the opportunity to respond to the complaint and would like to describe the incident, clarify our terms and conditions and address our customer responsiveness which this complaint calls into question.
Our products carry with them a 30 day money back guarantee for the product. The monthly service fee for the active SIM and the service is charged monthly with no contract. Our customers can cancel, suspend and reactivate at any time. They are required to contact us to deactivate the device and end their service if they so choose. Our devices have active SIM cards and the service is much like that of a cell phone. Even if they aren't being used, they are active and there are associated costs with this.
This customer may have initially been confused with our terms of service as we have noted in our database that she originally purchased a tracker from an unauthorized reseller and possibly could have spoken with someone from this other company. She then informed us that she cancelled her first order with the unauthorized reseller and in November 2013 she purchased one from our company. We assisted her with a couple of service related questions both in November and in early December 2013 and her device was active on our network through March 2014.
In June 2014 customer contacted customer support to cancel service. At that time she was informed that her request was fulfilled and that due to an expired credit card, she owed a past balance of $64.95. She not only refused to pay the past due service amount owed, she requested in July 2014 a full refund for the device that she purchased over 8 months previous. This request was denied referencing our return policy.
Our customer service team communicated with this customer in regards to the past due amount owed and the full refund that she requested on the following dates: 7/17, 7/20, 7/21 and again on 7/21. Our team was polite and responsive through her threats of contacting the Revdex.com and leaving negative reviews on major online retailer sites. I guess this goes to show that you can't always believe reviews left on websites. :)
I am happy to work with her in discounting the amount past due that she owes to clear her account and would do the same for any customer of ours.
Thank you for the opportunity to respond.

Review: This company requires that when you buy their pet tracking device that you also sign up for a monthly fee. My device does not work. Not only is there no way to reach a person for trouble shooting, there is also no way for me to cancel the service which is now being taken off of my credit card on a monthly basis.Desired Settlement: I would like to be able to find out how to cancel my service and get my product refunded.

Business

Response:

Customer felt that it wasn’t clear that the tracker included a monthly service fee and didn’t know how to contact a customer service representative to help her with a troubleshooting issue or to cancel the service if that is what she chose to do.

Review: I bought the product pocketfinder to track my child. I activated it through their website. I paid for a monthly service. The product never worked for me. I couldnt track my child. Over the course of a year I have been trying to cancel my account and a service rep named [redacted] have always said I owe them money. our communication has been by email. I changed my credit card info on my account page on their website so they wont charge my card and it worked for awhile, than [redacted] started emailing me again demanding me to pay the account in full, I told her my device never worked and I wasnt paying for a service I never used. on june 25 2014 [redacted] from pocketfinder send me an email saying if I dont update my account to pay the balance due of $25.90, that my account would be cancelled in 7 days. I was happy and let 7 days pass and thought my account was cancelled. I was wrong and [redacted] lied to me. I told her to send me a bill by regular mail and to cancel my account. she never cancelled my account and some how she got my old credit card info and updated my account with it charging me the montly fee. I didnt hear from her for months until just 2 days ago I tried cancelling again through their website. I got an email from a [redacted] confirming me he has cancelled my account and my device has been deactivated. than a few hours later [redacted] emails me saying she cant cancel my account because I still owe money to them. I checked my credit card statement for october 2014 and there was a charge for the monthly fee. this lady [redacted] has been harrassing me ever since I tried to cancel my account demanding money and wont cancel my account. I told her in an email yesturday to send me a bill to my address if she thinks I owe anything which I know I dont cause I checked my credit card statements. [redacted] has been harrassing me and causing lots of stress. I dont want to hear from her again. I have all emails as proof.Desired Settlement: cancel my account. owe nothing. stop contacting me.

Review: This company used a bait and switch sales tactic to sell me a product. This company sells locations devices using gps coordinance. I needed a device that I can use when needed. This company and one other fit the disciption of the service that would fit my needs best, well according to what their sales staff told me. I spoke with 2 sales staff on 2 separate phone calls and both made it clear to me that the service is month to month on prepaid terms where as if I dont make a payment for the month I need service that my service will be suspended and I will have to pay a $4 reconnection fee plus a $12.95 monthly service fee. Im fine with that, thats just what I needed. With this information explaned to me over the phone that was my deciding factor to choose pocketfinder to do business with, I then called back a third time happy and completed my purchase and recieved one free month service for the purchase of the unit plus one month of prepaid service. The salesman advised me that I have 60 days of service and my service will be disconnected. If I do not prepay for the next month after the 60 days and will be subject to a additionl $4 reconnection fee. So I use the unit as needed, and did not have no use for it after the service period I already had. But I was clear with what I was advised by the sales staff. Then months later I recieved a harassing email infoming me that I have an outstanding balance on my account. I was completely shocked. I emailed the company 3 times explaining to them that their staff misinformed me not once but 3 times according to pricing/billing and I refuse to be held accountable for their staffs methods of producing sales. Therefore the bait and switch tactic does sit well with me its fraud.Desired Settlement: I like the unit, it works well, and I would like to keep the unit and use it as I need it, however the information giving to me at point of sale over the phone was completely clear to me, therefore if I was completely misinformed then I request a full refund for the purchased unit and for pocketfinder to cease the harassing emails to me. I find it digusting and highly unprofessional with no sense of customer service.

Business

Response:

Thank you for your message. I will be out of the office igh Sierra backpacking trip Monday 7/28 through Friday 8/1/14 with no access to email or phone.

Our PocketFinder Customer Care team can be reached by clicking on the Customer Service Central link found at the top of www.pocketfinder.com.

Have a great day!

Review: First, this company has misrepresented their customer support. They have on multiple areas of their website "urgent" matters to be addressed with a phone number. While they mention the possibility of an answering machine, they make no attempt to show the likelihood of getting an answering machine. I called within their hours of operation, twice, and received absolutely no response back. Then I find out that theyre not open on the weekend. Next, they misrepresented their product. They show their interface in multiple help documentations, however, my interface is all screwed up. I tried on 3 different computer with 2 different operating systems as well as my ipad and iphone. They were not upfront and honest about their service and make no mention of on activation or re-activation fee. Furthermore, the device itself has had issues locating my current location. It markets itself as a "GPS" device, but I later find that they are using a 2G network instead of satellites. So now I feel like I got screwed since I paid specifically for a "GPS" device but got, in all reality, a "phone".Desired Settlement: At this point, it's useless. I am going to move to a competitor of theirs. I want 100% refund, including service, warranty and device. Maybe if they reached out to me on the weekend I would reconsider, but it seems this company is more concerned about making profit than fruitfully using that profit to improve and expand their customer service.

Business

Response:

[redacted],

I apologize for your frustration and am happy that I have the opportunity to respond as you have a little bit of misinformation about how the devices work and fees and I'd like to address customer support. I would love to have 7 days a week customer service and our roadmap is built to include 7 days a week support as our company grows.

I'd first like to address the technology. The devices are GPS and get their location information from the satellite GPS network just like Garmin or TomTom. How they send this information to our servers so that you can see the location from any computer or smartphone with internet access is the device connects wirelessly on the 2G GSM network. Here in the US the SIM cards that we use are AT&T. There is no activation fee and up until recently there was a pass through $4.95 SIM reactivation fee if you decide to cancel service on a device then reactivate it. Most recently AT&T has waived this fee for us and we're passing that onto our customers. You can now deactivate your device and then reactivate the unit at no cost! The US/Canada monthly service fee for PocketFinder is $12.95. International rates are more and posted on our website.

Now customer service availability. On our Customer Service Central Homepage we post our hours of availability as 9am-7pm Central Monday through Friday. We now often have coverage of urgent issues on Sunday but not to the level where we are comfortable posting that availability. Our customer service team is split with half the team in California and the other half in Arizona and we're primarily ticket based though our representatives are on the phone with people every day as we'll call back anyone who's issue looks like we may not be able to resolve it easily via email. We do have a hotline that rings directly into our California call center and directions on our customer service central homepage include leaving a voicemail if no one answers. These voicemails flow directly into our ticket system and are highlighted as urgent. As mentioned above, our roadmap includes transitioning into a 7 days a week inbound support center as we reach profitability milestones as a company.

I reviewed your support need and see that you messaged us late Friday and again on the weekend. We responded with two different representatives on Monday. One ran diagnostics on your device to ensure it was functioning properly, the other was working with you on your account offering to access your account for you and resolve the situation where your account had become a limited user account removing features. I am not sure how your account changed from full access to limited but have seen that, though rare happen before.

Your account shows an address of New Jersey which I believe is primarily Verizon. There are other GSM carriers in that area as well that our devices roam on but there are also gaps in coverage. What I suggest is that you power your device and use it in the areas that you plan on tracking, review history and ensure you get good connections. We can adjust GPS linger time if you're using it in a car or get GPS drift so please let us know. If you'd like to cancel service please also let us know as you'll continue to be charged for an active SIM in your device even if you are not using it. If you purchased from www.pocketfinder.com I'd be happy to refund you for the cost of the device as long as you return the unit to us by 11/24/14. Service of $12.95 is paid for the month in advance and is non-refundable just like any cell phone that you may buy.

Please let us know how you'd like to proceed via customer service central or replying to one of the tickets messages Charlotte or Derrick sent you last month and reference this communication from [redacted]. I hope we can keep you as a customer and if you're trying an alternative product you may want to ensure you've tested that unit first and it meets your needs before canceling with PocketFinder.

Kind regards,

VP Customer Service