Schindler Elevator Corp.

C Spire Wireless reserves the right to protect its network by limiting data usage as provided under the terms of the Customer Service Agreement. C Spire seeks to continuously improve management of its network and service levels, and at the same time meet customer expectations for data...

volume, quality and speed. Customers are informed of C Spire’s need to reasonably manage the wireless network. The customer service agreement provides C Spire the right to limit throughput or amount of data transferred in order to protect the network: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend or cancel a service plan at any time, upon thirty days’ notice: Amendments to this Agreement must be in writing and signed by both parties, except that amendments may be tendered with thirty (30) days' notice to Customer (included with a bill or otherwise) and use by Customer of Service after such notice period shall be construed as and be acceptance of such amendment. C Spire maycancel a Service plan upon thirty (30) days' notice at any time. In accordance with the customer service agreement, C Spire sent Mr. [redacted] a notice of planned amendment of her service plan. These letters were sent to the address on record on March 17, 2015 and June 19th, 2015.  In fact, C Spire discontinued offering its unlimited plans in November of 2014.  C Spire is working towards the orderly migration of its legacy unlimited customers  to rolling data plans, such as the 6GB rolling data plan offered to Mr. [redacted].   Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulative maximum amount of 6GB rolled into any billing cycle.  Data passes are available for purchase, as necessary, for additional data. Mr. [redacted] is welcome to either change to the 6GB rolling data plan or she is also free to select among C Spire’s service plans to accommodate her desired usage.C Spire’s data management tools empower the customer with rolling data plans (up to the plan’s monthly limit), data balance check  at datapass.cspire.com,data overage protection and purchase of additional data using Optional Data Top Up Passes. Mr. [redacted] can make an informed choice among plans whose terms are transparent and clearly stated.

C Spire offers a 30 day guarantee to try our service.  Ms. [redacted] exercised this option on December 24th and this matter should be resolved.

When Mr. [redacted] disconnected his account in November of 2015, one of his phones was under a promotional offer contract.  By disconnecting this line early, he was charged $135.00 in early termination fees.  Bills were sent to the address on record of [redacted]....

 Mr. [redacted] paid the remaining balance on February 26, 2016 and now has a $0 balance.

Ms. [redacted] is still on the same rate plan.  However, when a customer has a device that is not under contract, that rate plan is discounted by $15 per month.  We apologize if there was a misunderstanding over the fact that the plan would not change.  When Ms. [redacted] purchased her new...

phone, it was at no cost and under a new 2 year agreement.  We would be glad to allow Ms. [redacted] to return that phone and have her old phone activated.  This will restore the $15 per month discount.

Ms. [redacted]'s service was past due at the time.  There were 2 outstanding bills.  The text message is a courtesy to avoid interruption of service.  If Ms. [redacted] will pay each bill on or before the due date there should be no issues.  We will not be honoring the...

request for any refunds.

C Spire Wireless reserves the right to protect its network by limiting data usage as provided under the terms of the Customer Service Agreement. C Spire seeks to continuously improve management of its network and service levels, and at the same time meet customer expectations for data...

volume, quality and speed.Customers are informed of C Spire’s need to reasonably manage the wireless network. The customer service agreement provides C Spire the right to limit throughput or amount of data transferred in order to protect the network: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend or cancel a service plan at any time, upon thirty days’ notice: Amendments to this Agreement must be in writing and signed by both parties, except that amendments may be tendered with thirty (30) days' notice to Customer (included with a bill or otherwise) and use by Customer of Service after such notice period shall be construed as and be acceptance of such amendment. C Spire maycancel a Service plan upon thirty (30) days' notice at any time. In accordance with the customer service agreement, C Spire sent Ms. [redacted] a notice of planned amendment of her service plan. In fact, C Spire discontinued offering its unlimited plans in November of 2014.  C Spire is working towards the orderly migration of its legacy unlimited customers to rolling data plans, such as the 6GB rolling data plan offered to Ms. [redacted].   Under this plan, any portion of allotted data not used in a given month is rolled to the next month, up to a cumulative maximum amount of 6GB rolled into any billing cycle.  Data passes are available for purchase, as necessary, for additional data.  Ms. [redacted] is free to move to other plans currently sold by C Spire.

When Ms. [redacted] purchased the devices in question, they were purchased at a substantial discount in lieu of agreeing to keep them active for 24 months.  Due to this discount, in order to waive the early termination fees, these devices would need to be returned.

The rebate card was issued on 1/3/2017 and I show where it was activated by the customer on 1/19/2017.

The early termination fee was removed on August 11.  Also, the plans were adjusted on August 10th.  This issue should be resolved.

Complaint: [redacted]
I am rejecting this response because: My complete complaint to the company was regarding 4g, 3g and gps signals. I understand that 4g isnt...

available even though my previous phone was able to receive it. Once I turned off 4g, my 3g signal was only a single bar. I requested an exchange multiple times during the return/exchange policy and was denied and forced to go through tech support. They refused my exchange multiple times. I spoke with someone today over the phone and they stated that the return policy listed on their site was incorrect. Once I read it aloud to them they back peddled and said she was given the wrong information. They have failed on many occasions to actually listen to my FULL complaint. Since accepting that 4g isnt available (although others in this area with this phone and carrier receive 4g service, my complaint was about the amount of 3g coverage and gps signal issues I was having as well. They continued to harp on the 4g aspect even though I accepted their answer regarding that service. Most days I have 1 bar of service or NO BARS of service. Every time a rep calls me regarding this I get different conflicting information. I wanted to exchange the device for multiple reasons and was denied although I was with in the policy. They have bold face lied about the exchange policy on several occasions. The point being I am now very far out of the policy. This is a complete copy of the exchange policy from their site. Return & Exchange PolicyProduct returns are only accepted at C Spire retail locations.30-Day Money Back Guarantee:If not completely satisfied within 30 days after activating service, return your equipment to one of our stores for a refund of the cost of equipment along with any activation fees. Overage and roaming charges are not refundable. Damaged equipment is not eligible for a refund. Equipment must be returned in its original condition.Returning/Exchanging Equipment:You may return or exchange your device or accessory once within 14 days of purchase. All device exchanges will be subject to a Restocking Fee of $15 or $35, dependent on device type, due at the time of exchange. Refurbished devices or devices purchased without a service agreement may be exchanged, but will not be accepted for return. Any device may be returned within 30 days of activating service if you deactivate service with C Spire Wireless. If you surrender your old device to C Spire as a trade-in for credit toward purchasing a new device, it becomes the property of C Spire and will not be returned to you. Promotional offers are one-time only offers and are not transferable to a second device in cases of exchanges or returns.Accessories such as Bluetooth® headsets, wired earbuds/headsets, batteries, screen protectors and memory cards may not be returned or exchanged unless the item is unopened, in its original packaging and unused. Items purchased at a discounted price can be exchanged or returned for the discounted price only. Items received for free can only be exchanged for items of equal value. No refunds are given for free items.You must have the receipt and packaging from the original purchase for all returns and exchanges. Returns are only accepted at C Spire retail locations.Prepaid service payments are non-refundable and non-transferable. At no time was I allowed to exchange or return the device. Regardless of what my issue was I had a right to an exchange during that time and I was forced to go through tech support which in no way shape or form is part of the exchange policy. I even asked the store location to just return it and allow me to use my previous phone and was DENIED although I was still inside the policy. I travel to Mississippi often and do not receive 4g where they guarantee 4g coverage. I only get 2 bars of 3g in those areas. After troubleshooting with Samsung for at least a week they determined the receptor (I do not have the technical terminology for it) in the phone is bad. Regardless of the issue I was having I should have been able to return or exchange the phone. Their response to you all even completely misses the point that they denied me the opportunity to get a new device when I requested DURING THE RETURN/EXCHANGE POLICY
Regards,
[redacted]

This customer lives in the Memphis area and this area is a 3G area.  C Spire does not have 4G in the Memphis area.

C Spire has credited this entire amount to Mr. [redacted]'s bill.  We should have this resolved.  C Spire does not report current accounts to the credit bureau.

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 have attached the mail-in rebate information needed to receive the rebate.
Regards,
[redacted]

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. 
Regards,
[redacted]

Ms. [redacted]'s final balance was reduced to $0 on January 15th.

C Spire will contact Ms. [redacted] and get a replacement device for her.

We appreciate Ms. [redacted]'s response.  However, C Spire stands by exercising its option to change the terms.  C Spire has offered Ms. [redacted] the option to be released from any contractual obligations.

The Moto X is an Android device.  Android devices are programmed with software provided by the manufacturer specifically for the carrier's network.  C Spire does not support activating Android devices on their network that were not originally loaded with this software.  The quality of...

service may suffer in these cases.  Simply placing the SIM card in a device without a true change in the switch can also cause usability issues and service issues.  While this is currently working, there will likely be long term problems.

C Spire does not have a record of this conversation since it took place in one of our stores.  We did send the receipt to Ms. [redacted] via email.  However, due to the fact that we do not have Ms. [redacted]'s signature, we are willing to waive this charge.  Ms. [redacted] currently has a $700...

balance.  If she will pay $321.50, C Spire will credit the difference.  We hope this is offer is acceptable.

Ms. [redacted] new carrier required the devices to be traded in in order to receive compensation.  This compensation was due to the value of the devices.  This is a value that was generated by the discount that C Spire offered and Ms. [redacted] agreed to.  Therefore, we will not credit the amount of the early termination fees.