Initial Business Response / [redacted] (1000, 6, 2016/01/13) */ Called and spoke with the customer on 1/12/16, and her frustrations were: She had a $activation fee that she felt was not clearly disclosed to her on a tablet purchaseShe was upset because she was past her day return policy and couldn't return the tablet She feels that she was encouraged to upgrade two of her phones when her bill could have been potentially lowered by $when the monthly charge for the two phones dropped off in AprilShe could have purchased used equipment in the future to maintain that discountShe also indicated that she was frustrated that she couldn't return the devices because she was outside of days Solutions for the customer are listed below: We are issuing a $courtesy credit to cover the activation fee because she felt wronged, and to help make things rightI also gave her the option to return the tablet because the holiday return policy is that she could bring the device back by 1/15/ After reviewing her options, I gave her the choice to return her devices and go back to refurbished phones because her previous devices are not recoverable due to the fact that they have already been submitted to the recycle teamsThe refurbished phones I offered have times the retail value that her previous phones hadI also offered to replace all of the accessories she purchased on 1/2/with accessories for the replacement device that I would be providingIf she did that, she would be able to get out of the agreements on the two devices she upgraded on 1/2/(it was only the 10th day)However, one user is out of the country with his phone, and won't be back until spring, and her other user on the account doesn't want to go through the hassle of switching all of his content around again into a different phoneTherefore, she decided to keep the phones, and I offered a $courtesy credit for the frustration, time, and confusion that she had with the multiple visits to our location Additionally, an average cost of the customer's plan on a monthly basis was $per month when reviewing the last months of chargesI calculate her new bills to run around $192-$per month, with the new tablet serviceHer frustration is that she felt encouraged to get new phones which prevented her from being out of contract and save $per month ($per phone)She added a tablet which reduced that savings to $per month, and we saved about $per month on her average bill when we sold two her two new phones for two of her users After listening to her frustrations, she indicated to me over the phone that she didn't want to spend any more time on this issue, and would take the $in courtesy credits Respectfully submitted, [redacted] Vice President The Digital Store Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] called me and listened thoroughly to the issuesShe investigated the details herself and allow me to explain my frustrations without interrupting or trying to convince me that my facts weren't correct as did the store employeesI am most satisfied with the outcome because I truly think that she will attempt to train her employees to be more honest and upfront with future customers
Initial Business Response / [redacted] (1000, 6, 2016/01/13) */ Called and spoke with the customer on 1/12/16, and her frustrations were: She had a $activation fee that she felt was not clearly disclosed to her on a tablet purchaseShe was upset because she was past her day return policy and couldn't return the tablet She feels that she was encouraged to upgrade two of her phones when her bill could have been potentially lowered by $when the monthly charge for the two phones dropped off in AprilShe could have purchased used equipment in the future to maintain that discountShe also indicated that she was frustrated that she couldn't return the devices because she was outside of days Solutions for the customer are listed below: We are issuing a $courtesy credit to cover the activation fee because she felt wronged, and to help make things rightI also gave her the option to return the tablet because the holiday return policy is that she could bring the device back by 1/15/ After reviewing her options, I gave her the choice to return her devices and go back to refurbished phones because her previous devices are not recoverable due to the fact that they have already been submitted to the recycle teamsThe refurbished phones I offered have times the retail value that her previous phones hadI also offered to replace all of the accessories she purchased on 1/2/with accessories for the replacement device that I would be providingIf she did that, she would be able to get out of the agreements on the two devices she upgraded on 1/2/(it was only the 10th day)However, one user is out of the country with his phone, and won't be back until spring, and her other user on the account doesn't want to go through the hassle of switching all of his content around again into a different phoneTherefore, she decided to keep the phones, and I offered a $courtesy credit for the frustration, time, and confusion that she had with the multiple visits to our location Additionally, an average cost of the customer's plan on a monthly basis was $per month when reviewing the last months of chargesI calculate her new bills to run around $192-$per month, with the new tablet serviceHer frustration is that she felt encouraged to get new phones which prevented her from being out of contract and save $per month ($per phone)She added a tablet which reduced that savings to $per month, and we saved about $per month on her average bill when we sold two her two new phones for two of her users After listening to her frustrations, she indicated to me over the phone that she didn't want to spend any more time on this issue, and would take the $in courtesy credits Respectfully submitted, [redacted] Vice President The Digital Store Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] called me and listened thoroughly to the issuesShe investigated the details herself and allow me to explain my frustrations without interrupting or trying to convince me that my facts weren't correct as did the store employeesI am most satisfied with the outcome because I truly think that she will attempt to train her employees to be more honest and upfront with future customers