Simply Wireless

** [redacted] purchased a [redacted] handset from [redacted] order # [redacted] on 10/14/On 3/12/2014, I received a Revdex.com complaint from [redacted] regarding ** [redacted] ’s issue that the device was defectiveI spoke with ** [redacted] on 3/12/regarding her Revdex.com complaint with ***She stated the device was defective as the charging port was not workingShe had recently sent it to [redacted] and received it back but did not know if the issue was resolve as she had not tested the phone upon return from warranty repairI explained to her the following: • She purchased this item through [redacted] and not Simply Wireless (we fulfilled the order from ***) • She had until 1/31/to return the item for refund per [redacted] extended holiday return period – that’s 3-1/months from the purchase date • She has a year limited manufacturer warranty that she may contact [redacted] at ###-###-#### to discuss the warranty repair • ** [redacted] is adamant that she wants a brand new phone, but we are not able to accommodate this request on this order She filed a rebuttal complaint with the [redacted] Revdex.com complaint which [redacted] forwarded on to meI had one of my agents call and left ** [redacted] a message on 4/1/** [redacted] was specific with Revdex.com that she did not want to speak to me again as I had shared the information with [redacted] regarding our discussion 3/12/I am complying with her requestThere is nothing we can do to assist ** [redacted] She may contact [redacted] for any warranty claim of repair on the deviceWe are not providing a brand new device to ** [redacted]

We are not able to assist the customer further

This is the response from [redacted] , the District Manager for this location for Mobile NOW: Unfortunately, the customer had days to return the phone, but made no effort to do thatThe store received no call from the customer to dispute contract or to voice concernsAll store information is on POS receiptWe are not able to change the contract at this late dateI attempted to contact the customer on the 24th of February and left messages, but received no responseI could have possibly offer her a credit or some consolation for her inconvenience [redacted] SC/GA District Manager CELL- ###-###-#### email- [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:There was no misunderstanding your employee lied to me on three separate occasions and you refuse to listen to what I have to say or to rectify this situationI have a witness as to what was said on 2/28/to me before I signed any agreement wth your companyThis is apparently the way in which your company does business, ie lie to your customers then do nothing to rectify these situationYour answer simply is you signed the agreement even though it was under pretenses and you choose to make a long time [redacted] customer angry and very less than satisfies with the whole situationMy company actually has a very good agreement with [redacted] but I choose to remain with [redacted] I can assure you that if I was not locked into this phone the way I am that I would be leaving [redacted] and going to [redacted] There is no reason that you cannot make this situation correct other than you do not want to rectify this situation you would rather have a long time customer of [redacted] disgruntledI would bet that [redacted] would not share this philosophy, but since you are not an actual [redacted] store you could care lessThe contract could be cancelled and the phone returned to you and I get a phone at an actual [redacted] storeHeck I could not even get anyone from company to even contact me regarding this situation until apparently the Revdex.com contacted you with this complaint and your continuing refusal to rectify this situationI am also extremely tired of being talked down to by your company and treating me as of I am an it, which I can assure you I am notPerhaps a call to the local investigative tv consumer reporter about your company will at least save others here in Charlotte from being taken in and screwed by your company and your representatives Regards, [redacted] ***

I was the one who spoke with ** [redacted] s on 3/12/I apologize if she felt I was very unprofessional** [redacted] s may contact [redacted] at ###-###-#### should she require warranty service on her deviceThank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Her statement of me saying that "I FELT "that she was was unprofessional" SHE WAS UNPROFESSIONAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! And she NEVER contacted again when she said she was going to ,lmao So yes she was VERY UNPROFESSIONAL(in that way too)!!!!!! and unhelpful!!!!!!!! Regards, [redacted]

I regret that we cannot resolve this for ***We are not in the position to release ** [redacted] from any contractual agreement that he signed in FebruaryHe may contact the phone numbers listed on the install billing agreement and [redacted] contract to discuss the release from his contractual liabilityWe are not able to assist further

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***I am rejecting this response because:
I returned ***'s call on February 25, at 4:pm Central Time and left a voicemail
As far as a returning the phone and calling:
January 25, at 6:pm I spoke to Ashely a representative of MoblileNowI asked for the manager and *** said she was the acting manager on duty that evening and told me that *** *** was the district manager, I also asked for *** (the rep who was the sales associate) and was told she had just left for the dayI aksed for *** phone number and *** declined to give me *** phone number or offer any email address as I was told she was not at liberty to give out his numberI was also told he would not be back in that location until Thursday February 6, I expressed to her of my dissaisfaction and that I would be filing a complaint regarding this situationJanuary 26, we (*** *** and myself) proceeded to a Corporate *** location and discussed with the *** Representatives the options of returing the phone *** ***, Spring Lead Retail Consultant, told us we had days to soWe live in Illinois and this situation happened in South CarolinaThe old phone was gone and it is not conducive to return it at that time nor is it now
The problem lies with the signing of my name and entering me, *** ***, into a contract for a purchase to buy a phoneNo one has permission to do that but by *** and ***'s coercion *** was told to and did sign my nameShe even asked a few times if she was to sign her own name and was told no but to sign my name *** ***I can provide phone records to show both the call to the MobileNow Store and the returning of ***'s voicemail along with phone calls to ***
Regards,
*** ***

*** ***, the Territory Manager has responded to ***'s complaint:
I have followed up with *** *** about the customer complaint and *** informed that he spoke with *** approximately three to four days after the purchase date and advised her to return the device and informed
her of the 14-day policy and the restrictions that would apply if she did not return the device within that timeframe*** refused to return the device even after being given that informationTried to contact *** this morning, will try again later today

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I asked *** *** to verify the tracredit for ***'s ***She did receive $which was used as a credit for the purchase of the new deviceRegarding the phone that ***s had on order through ***, if there was confusion and the order was not cancelled, ** ***s had days (the buyer's remorse period) to return the phone ordered through *** back to *** with no early cancellation penaltyI do not have any information if this occurred as the phone was not shipped to her from ***If *** would like to contact *** ***, the territory manager for the location, he may be reached at ###-###-####

*** ***, our General Manager spoke with *** on Friday 4/25/regarding this matter from an escalated request*** signed the Installment Billing Agreement at the time of phone purchaseThere is nothing further we can do to assist *** with his complaint as he did sign the
Installment Billing Agreement

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Her statement of me saying that "I FELT "that she was was unprofessional" SHE WAS UNPROFESSIONAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! And she NEVER contacted again  when she said she was going to ,lmao So yes she was VERY UNPROFESSIONAL(in that way too)!!!!!! and unhelpful!!!!!!!!
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
I just want to say the woman I spoke with over the phone on (on 3/12/14) regarding this issue was very UNPROFESSIONAL. She kept comparing her experience with [redacted] to mine.she seem to me that she was not willing to help in the first place,so no shocker that the Revdex.com isn't doing nothing to help resolve the issue.And what company would admit to saying that "it's not their problem,since it's under warranty,then hang up on a customer????? So of course there are ""no phone records.""  lol
[redacted]

This is the response from [redacted], the District Manager for this location for Mobile NOW:
Unfortunately, the customer had 14 days to return the phone, but made no effort to do that. The store received no call from the customer to dispute contract or to voice concerns. All store...

information is on POS receipt. We are not able to change the contract at this late date. I attempted to contact the customer on the 24th of February and left messages, but received no response. I could have possibly offer her a credit or some consolation for her inconvenience.
[redacted]
SC/GA District Manager
CELL- ###-###-####
email- [redacted]

I was the one who spoke with **. [redacted]s on 3/12/2014. I apologize if she felt I was very unprofessional. **. [redacted]s may contact [redacted] at ###-###-#### should she require warranty service on her device. Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is obvious that your company has no concern for fraudulent/falsified activity. I also wrote a letter to the [redacted] Corporation and will follow up with them. Thank you, no response is needed on your part.
Regards,
[redacted]

We are not able to assist the customer further.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:There was no misunderstanding your employee lied to me on three separate occasions and you refuse to listen to what I have to say or to rectify this situation. I have a witness as to what was said on 2/28/14 to me before I signed any agreement wth your company. This is apparently the way in which your company does business, ie lie to your customers then do nothing to rectify these situation. Your answer simply is you signed the agreement even though it was under false pretenses and you choose to make a long time [redacted] customer angry and very less than satisfies with the whole situation. My company actually has a very good agreement with [redacted] but I choose to remain with [redacted]. I can assure you that if I was not locked into this phone the way I am that I would be leaving [redacted] and going to [redacted].
There is no reason that you cannot make this situation correct other than you do not want to rectify this situation you would rather have a long time customer of [redacted] disgruntled. I would bet that [redacted] would not share this philosophy, but since you are not an actual [redacted] store you could care less. The contract could be cancelled and the phone returned to you and I get a phone at an actual [redacted] store. Heck I could not even get anyone from company to even contact me regarding this situation until apparently the Revdex.com contacted you with this complaint and your continuing refusal to rectify this situation. I am also extremely tired of being talked down to by your company and treating me as of I am an it, which I can assure you I am not. Perhaps a call to the local investigative tv consumer reporter about your company will at least save others here in Charlotte from being taken in and screwed by your company and your representatives.
Regards,
[redacted]

I regret that we cannot resolve this for **. [redacted]. We are not in the position to release **. [redacted] from any contractual agreement that he signed in February. He may contact the phone numbers listed on the install billing agreement and [redacted] contract to discuss the release from his contractual liability. We are not able to assist further.