The Digital Store, L.L.C.

Initial Business Response /* (1000, 6, 2016/01/13) */
Called and spoke with the customer on 1/12/16, and her frustrations were:
1. She had a $40 activation fee that she felt was not clearly disclosed to her on a tablet purchase. She was upset because she was past her 14 day return policy and...

couldn't return the tablet.
2. She feels that she was encouraged to upgrade two of her phones when her bill could have been potentially lowered by $50 when the monthly charge for the two phones dropped off in April. She could have purchased used equipment in the future to maintain that discount. She also indicated that she was frustrated that she couldn't return the devices because she was outside of 14 days.
Solutions for the customer are listed below:
1. We are issuing a $40 courtesy credit to cover the activation fee because she felt wronged, and to help make things right. I also gave her the option to return the tablet because the holiday return policy is that she could bring the device back by 1/15/16.
2. 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 teams. The refurbished phones I offered have 2 times the retail value that her previous phones had. I also offered to replace all of the accessories she purchased on 1/2/16 with accessories for the replacement device that I would be providing. If she did that, she would be able to get out of the agreements on the two devices she upgraded on 1/2/16 (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 phone. Therefore, she decided to keep the phones, and I offered a $100 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 $215 per month when reviewing the last 10 months of charges. I calculate her new bills to run around $192-$195 per month, with the new tablet service. Her frustration is that she felt encouraged to get new phones which prevented her from being out of contract and save $50 per month ($25 per phone). She added a tablet which reduced that savings to $40 per month, and we saved about $20 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 $140 in courtesy credits.
Respectfully submitted,
[redacted]
Vice President
The Digital Store
Initial Consumer Rebuttal /* (2000, 8, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] called me and listened thoroughly to the issues. She 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 employees. I 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 /* (1000, 5, 2016/08/10) */
We have reached out to the customer to explain where the misunderstanding came from between our rep and the customer. Our rep offered a promotion this customer was not eligible for. The offer was for new activations and the transaction this...

customer completed was upgrade. Because the misinformation was an error on our side and explained the customer would qualify, we are honoring the promotion as offered. We have made a payment of $168 to the customer's Verizon bill to pay for the phone, in essence making it free as offered. The customer is fully satisfied with this resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The solution reached was to honor originally discussed price of free with upgrade and that is what had been done. I am very satisfied with the resolution.