Sonim Technologies Inc

With regards to the complaint ID: *** (Attached the complaint copy received), customer complained about delay in handling the repair by carrierWe did check the background of the issue & noticed that as per the agreed policy with *** carrier who are supposed to handle the warranty for
first one year have denied itThough customer had repeatedly contacted the carrier, but customer has failed to get a positive response from the carrierHowever, Sonim has a warranty policy of years out of which 1st year is handled by *** & 2nd & 3rd year warranty is handled directly by SonimSonim is always committed to serve its customer to utmost satisfaction & keeping our brand value & reputation in mind, we would go ahead in replacing the handset to customer as per the request raised in the Revdex.com complainOur support team tried to reach the customer over phone times (twice each today & yesterday) but failed to reach, therefore an email confirming the replacement has been already mailed to customer a while agoWe regret for the inconvenience which has caused to the customerExpect this issue to be solved as per customer’s requestKindly acknowledge the receipt of this responseRegards, Amar Sonim Technologies, IncE-Mail: [email protected] www.sonimtech.com

Initial Business Response /* (1000, 8, 2015/10/21) */
With regards to this complaint, warranty was never rejected since Sonim believes in offering the warranty to its customer as promised. Customer was referred to Canadian retailer since the device was a BELL version. however, BELL had provided the...

unlock code to unlock the handset and use it with other carriers. Usually the agreement between Sonim & BELL is all repairs will be booked via BELL for the handset which are specifically meant for using with Bell network. Since our US service center would be unable to service this device for the reason being the service center in USA will not be equipped with parts, tools & software specific to BELL version. On the other hand, we are not authorized to give unlock code as per terms & conditions from BELL.
While going through the various contacts that customer had with Sonim via Phone / Mail, we came to understand that currently the device has been authorized by our support team to be sent to our service center in USA. An RMA has been issued for this device (attached for your reference) dated 25th Oct'2015 & the product has already been received at our service center. We have specifically instructed our service center to exchange the damaged parts & repair the device, without making any changes to software, since the software is specific to BELL & our service center in USA would not be able to flash with different software version. As per our warranty policy, we would go ahead and repair the device.
Alternatively, We have also alerted our service center folks in USA to take this repair on priority & send back the repaired handset at the earliest to customer. We will share the shipment details to customer once the handset is sent back to customer.
Expecting this issue to be sorted in a amicable way with customer as we strongly believe in customer satisfaction is utmost important.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sonim did not willingly accept to honor its warranty for my "satisfaction" they only accepted thanks to the Revdex.com and the numerous phone calls and emails I sent. Additionally I never once asked Sonim to unlock my phone, I am fully aware that the unlocking procedure must be handled by the original carrier, which bell has agreed to unlock the phone and bell has given permission to sonim to work on or replace the phone.
As for accepting this matter, at this time I can not because I still do not have a working phone in my hands. If or when that changes then I will be more than happy to accept Sonims reply but until then I cannot.
Final Consumer Response /* (2000, 13, 2015/10/29) */
Sonim has sent me a new replacement phone and has promised to honor my 3 year warranty from now on. Thank you for your help.

Initial Business Response /* (1000, 5, 2015/06/08) */
Customer has been contacted by Sonim via email explaining the situation & cause for the delay in repairing the mobile phone.
Also, we have shipped customer a device via FedEx and customer would receive a working device later today (Monday...

8th Jun'15). Customer has been notified with the shipment tracking no. via email.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy that I have a WORKING phone now, I am happy with their warranty that they honor. However the fact that it took so long REGARDLESS of the mixup is concerning. I'm sure this is a one off issue though, it would have been better if I didn't tell the person that I reluctant to send it back because I was afraid it would take forever and it would come back still not working. In response the person on the phone did tell me my phone would be back within 10 days and it turned out to be months.