Wireless Advocates LLC

Dear Mr. [redacted],I am responding to your Revdex.com complaint about your purchase at the Bloomfield wireless kiosk inside [redacted]. Your complaint states that you were not informed that your phone would go dead after 2 years from the original purchase date. Per the Customer Letter that you signed at the time of...

purchase you agree that within 90 days Wireless Advocates/ [redacted] will exchange your defective device for another same model. After 90 days you have a one year manufacturer warranty supported by [redacted]. At this time Wireless Advocates is unable to assist with the following request regarding the replacement of the battery. [redacted] is the manufacturer and Wireless Advocates has no control on when or if they will stop making or selling specific devices. At this time we recommend that you contact [redacted] to find out specific locations that have or can assist with your battery issue.I apologize for any inconvenience this may have caused you.At this time Wireless Advocates is unable to assist with this request.Thank you,Charon K[redacted]- Executive Escalations Coordinator

Hi [redacted],
I am following up regarding your Revdex.com complaint. I would like to apologize that your rebates have been denied.
On behalf of Wireless Advocates/Costco I would like to apologize for any inconvenience or frustration this may have caused you. I have verified your phones and rebate...

eligibility and sent the request to our rebate department to issue (2) $150.00 and (2) $25.00 Costco cash cards today you today with Next Day Air shipping. You can expect to receive the cash cards in the mail within 1-2 business days at the address below:
[redacted]
Kingwood, TX 77345
 
If you have any questions or concerns please feel free to contact me directly at the contact information below.
Our sincerest apologies again for the Wireless Advocates rebate denial.
 
Charon K[redacted] - 206-626-8732

Hello [redacted],
 
Thank you for contacting the Revdex.com regarding your Costco.com/Wireless Advocates purchase inquiry.
 
We value and consider all feedback received from our members.   At this time all phones purchased on Costco.com at a discounted...

price are contingent on purchasing qualifying service with the carrier.
You can purchase the On5 unbundled (without pre-paid service) today for $139.99.
I do understand your concern with requiring $50 refill card with the purchase, yet we are unable to remove the $50 refill card from the bundled sale. 
By purchasing the pre-paid phone as a bundled sale, T-Mobile is waiving the one-time charge for the SIM card which is $20 and the $35 activation fee.   
 
For further questions and concerns regarding purchasing the pre-paid phone without the additional refill card, please refer all future inquires to T-Mobile at 877-746-0909.
 
Kindly,
 
Andrea B[redacted] Customer Service Supervisor| Wireless Advocates llc | T: 206.834-0780| 
400 Fairview Ave N, Seattle, WA  98109 | [email protected]
This email and any files transmitted with it are confidential or otherwise protected by work product immunity or other legal rules and intended solely for the use of the individual or entity to whom they are addressed.  If you are not the named addressee you should not disseminate, distribute, or copy this email.  Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system.  If you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the content of this information is strictly prohibited.WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses.  The Company accepts no liability for any damages caused by any virus transmitted by this email.Tell us why here...

Please annotate the company contacted me immediately and is processing a refund.  I just had to return the phone to them.  The day they received it I was notified an $800.00 refund check was being put in the mail.  I expect to receive it in a couple days.Thank you for your help.

Hi [redacted],
I am reaching out to you regarding your Revdex.com complaint. I have called and left you a voicemail on phone number [redacted] today and also emailed you requesting a call back. If you can call me at your earliest convenience I would love to assist with researching to see how we can...

help resolve your complaint.
 
Thank you

Complaint: [redacted]I am rejecting this response because: WirelessAdvocates is NOT addressing the issue by obscuring the difference between product support and product warranty.When a product is out of warranty, the manufacture should continue providing product support for a certain period of time. A smartphone is like a mini-computer. I don't think any computer manufactures would end their product support after just two years.WirelessAdvocates failed to inform customers that the products they are selling will NOT have any product support after two years, for example, no comparable batteries will be available for replacement. Subpar smartphone batteries could burst into flames or even explode.Sincerely,[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. But  would like this case open until I get all rebates I just do not trust them. they never told me that I had a 90 day exchange, or that it would take 12 weeks to get a rebate, or I could exchanger the phone for a different brand they kept telling me that I would only get a exchange for the same piece of [redacted]. Revdex.com let me know what I can do. Sincerely, [redacted]

Hi [redacted],
Greetings from Wireless Advocates.
I am following up regarding your Revdex.com complaint filed with Wireless Advocates. Thank you for taking the time to speak with me today regarding your missing $55.00 rebate check. Per our conversation I have sent the request to have the $55.00...

check mailed today with Next Day Air shipping to the address below:
[redacted]
On behalf of Wireless Advocates/Costco I would like to apologize for the frustration, inconvenience and time it took on getting this issue resolved. I will take this information back as a training and coaching opportunity.
Please let me know if you have any other questions or concerns.
 
Thank you,Charon K[redacted]- Escalation Resolution Supervisor

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. Sincerely, [redacted]

Dear [redacted]
This email is in reference to the Revdex.com complaint regarding the status of your pre-order Verizon Samsung Galaxy 7 Edge. On behalf of Wireless Advocates/Costco I would like to apologize for the inconvenience and or frustration resulting from your purchase with us. My records indicate...

that your device was delivered and purchased by you on 3/26/2016. Please submit any qualifying rebates to Stuart Lee Rebate Departments for rebate processing.  I have shared your feedback with the appropriate departments for internal review. If you have any further questions or concerns please feel free to contact me directly.
 
Thank you,
Charon K[redacted]- Escalations Coordinator
Phone Number (206)626-8732
Email: [email protected]

Complaint: [redacted]I am rejecting this response because: I still haven't received the refund for the Samsung Note 7 returned on September 23, 2016.
I waited through the weekend until Monday, October 10, 2016 to respond.  The refund from Wireless Advocates still hasn't been credited to my account.  Was it mailed?
This shouldn't be an issue as I should have been able to exchange my phone for another (per the CPSC/ Samsung recall).  This is ridiculous.

Hello [redacted],  I am following up regarding a Revdex.com complaint received against Wireless Advocates. I apologize you are having an ongoing issue that has not yet been resolved.   I have attempted to reach you this morning on the phone number provided in the Revdex.com complaint and was...

unable to leave a voicemail, I have also emailed you my contact information  asking that you return my call at your earliest convenience.     Please call me as soon as you can so I can research your complaint and help you with reaching a resolution.   Best Regards, Charon K[redacted]

I am not happy with this resolution. I spoke with the merchant and am still waiting for their next steps. I wasn't responding as they mentioned that they would respond to me by yesterday.
 
Thanks
 
[redacted]

Hi Ms. [redacted],
 
I am trying to reach you to go over the rebate findings that have been sent to me. Can you please call me at your earliest convenience.
Charon K
916-626-8732

Hello [redacted],Thank you for speaking with me on Monday.  As per our conversation, I have confirmed with AT&T that they have reversed all charges and your account balance is now $0.  Thank you for your patience in helping us resolve the erroneous charges for you.  Please note that I...

have also emailed you confirmation of this resolution.

Hi [redacted],
I am following up regarding the Revdex.com complaint. I apologize for the lack of service provided to you. I have been contacted by the District Manager and informed that your issue has been resolved. Can you confirm if you till have an open issue or if your issue has been resolved and...

closed.
Please let me know what assistance I can provide.
Thank you,Charon
206-626-8732

Upon researching the customers inquiry, we verified the order was placed for a new line of service when the customer wanted to upgrade her existing contract.   We were able to connect with the customer and replace her order.

Hi [redacted],
I am following up in regards to the Revdex.com complaint filed against Wireless Advocates. On behalf of Wireless Advocates I would like to apologize for the inconvenience and frustration resulting from your purchase with you. I attempted to reach you this morning by phone and left a...

voicemail I also sent you an email with the information below.
Upon researching your complaint it appears that the return of your iPhone 6s and the iPhone SE was not processed correctly causing a delay in refund. I did verify that you were refunded $106.25 to the Visa card ending in [redacted] on 6/29/2016. It is up to your financial institution on how quickly they release the funds back to you.
 
I would like to reimburse the shipping charges paid in addition to a $50.00 Costco Cash Card as a courtesy. I would send you a total of $65.00 in a Costco Cash Card. If you are willing top accept our sincerest apology and offer please respond with your mailing address to have the cash card sent to you immediately.
If you have additional questions or concerns please feel free to contact me directly at the contact information listed below.
 
Sincerely,
Charon K[redacted]- Escalations Resolution Supervisor
Phone Number (206)626-8732 M-F 7:00am - 3:00pm (PST)
Email: [redacted]wirelessadvocates.com or [email protected]

Hi Mr. [redacted]
Thank you for your prompt response. At this time I am unable to provide any compensation for the broken LCD screen however I am willing to offer a $50.00 Costco cash card as a courtesy.
With the phone being dropped and the screen cracking Wireless Advocates has no way to determine if the LCD screen was broken or not. The sales associate states that the screen was cracked when you approached the kiosk.
We are unable to review the Costco cameras as that would not identify if your LCD screen was damaged at the time you approached the kiosk or not.
At this time no further action is being taken from Wireless Advocates.
Sincerely,Charon K[redacted]

Hi [redacted],I am following up regarding the Revdex.com complaint. I attempted to reach you today and the person who answered hung up on me, I called back leaving a voicemail asking to call me back at their earliest convenience. Please call me as soon as possible for further assistance.Best...

Regards,Charon K[redacted](206)626-8732