Wireless Advocates LLC

Hi [redacted],
 
I am following up regarding your Revdex.com complaint. On behalf of Wireless Advocates I apologize to hear that you have a defective device. I understand that Cassie has been working with you directly and was waiting for a statement from the sales associate regarding his...

interaction with you. The statement was received yesterday and the sales associate stated the following:
 
This member came in about replacing his broken device. He was not upgrade eligible and did not have insurance. I explained possible options. He could go somewhere and get it fixed or some people order the parts and watch a you tube video and fix it themselves. After some time went buy the member stopped in and was asking questions. He had purchased a complete kit to repair. He opened the kit. I we talked about the parts he had and were both trying to figure out which was which. I explained to him that I am not a repair professional and I am not responsible for any damage ( he was asking me to help him which I referred him to a repair place..batteries plus or tech heroes or you tube. He was attempting to repair it at that point at the kiosk) It was a slow day no one was around. His phone was already broken and he already needed an lcd. I Assisted him (assisted with trying to lift the damaged glass off his device).
 
Based on the sales associate statement the LCD screen was already broken and we have no proof of if it was broken when dropped or not. At this time Wireless Advocates is unable to provide any compensation or the requested device.
 
Please let me know if you have any questions or concerns.
 
Thank you,
Charon K[redacted]

Hi [redacted]
Thank you for taking the time to speak with me today regarding the replacement of the Note 7. Per our conversation today I have partnered with the distribution center to send the replacement device to the kiosk in Luke AFB today with Next Day Shipping, the phone is scheduled to...

arrive tomorrow 10/8/2016 (Tracking # [redacted]).
I have emailed the kiosk and called the kiosk today and alerted them to expect to receive this device for you tomorrow, once the device is received they will call you to come in and exchange the device.
On behalf of Wireless Advocates I would like to apologize for the inconvenience and frustration resulting from your purchase with us. If you have any additional questions or concerns please feel free to contact me directly at the contact information listed below.
Sincerely,Charon K[redacted]
(206)626-8732
Email: [email protected]

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 pending the receipt of the cards.
I appreciate the quick turn around, the company's efforts to correct the problem and the Revdex.com's efforts to resolve this.
Sincerely,
[redacted]

Hi [redacted],
I am following up regarding your complaint to the Revdex.com regarding your missing $125.00 cash card. I apologize that you have yet to receive the cash card.
I have sent the request to issue the $125.00 cash card to you tomorrow 10/25/2016 with Next Day Air shipping. You can expect to...

receive within 1-2 business days via UPS.
On behalf of Wireless Advocates/Costco I apologize for the inconvenience or frustration resulting from your purchase with us.
Please let me know if you have any questions or concerns.
Sincerely,Charon K[redacted] - Escalations Resolution Supervisor
Phone #(206)626-8732
Email: [email protected]

Complaint: [redacted]I have not heard anything back in over a week. Sincerely,[redacted]

Hi [redacted],
I am following up regarding your Revdex.com complaint and the status of a rebate that was promised at the time of purchase. I have attempted to reach you this morning to further discuss your complaint. I left a voicemail asking that you return my call at your earliest convenience.
Additional...

information is needed for further assistance, can you provide the information below to validate the purchase:
Name purchase was made in, purchase location, phone number(s)
I have also emailed you asking for a call back. Please respond with the requested information for further research.
Sincerely,Charon K[redacted]

Hi [redacted],
 
Greetings from Wireless Advocates.
I am following up regarding a request from the Revdex.com. I attempted to reach you today on phone number [redacted] and left you a voicemail asking that you return my call. I am following up with the District Manager and Megan...

P[redacted] on some follow up research. Can you please send me a copy of your [redacted] bill for review? Also please indicate which phone number was not ported out correctly causing the billing error. Please email this information to me at [email protected].
 
Thank you

Spoke with member and he received tracking number from Verizon, as we were waiting on Verizon to ship his devices.  It is scheduled to arrive to our DC today, and I advised [redacted] that it will arrive to the kiosk within 3 business days from there.  He is satisfied with resolution and had no...

further questions.

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]
 
Thank you for helping me resolve this issue!

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.
 Thank you for your assistance with this matter. I was able to have the rebate/cash card balance transferred to a new cash using the information provided by Wireless Advocates. I also see that there is a incorrect address in the system, hence the original cash card was not delivered to me.I am grateful that the problem has been resolved. However, I feel it could have been resolved earlier when I inquired about the matter several times with the staff at the Wireless Advocates kiosk. 
Sincerely,
[redacted]

Hello [redacted]  [redacted],I am following up regarding your Revdex.com complaint to Wireless Advocates. I apologize that you have an ongoing issue that has not been resolved when partnering with the kiosk for assistance. I called and left you a detailed voicemail this morning with the following information...

below.I validated your purchase of (4) iPhones on 10/31/2016, all devices qualified for the $100.00 Costco cash card. Per research I was unable to confirm any rebates issued to you. I have sent the request to have (4) $100.00 cash cards mailed to you today, you can expect to receive in the mail within 7-10 business days in a post card style envelope.Customer Service is important to us and Wireless Advocates values your feedback. I have sent your information to the appropriate department for training and coaching opportunities for the kiosks. This department also looks to bettering the member experience.Again, on behalf of Wireless Advocates I would like to apologize for the inconvenience and frustration resulting from your purchase with us.Please let me know if you have any additional questions or concerns.Best Regards,Charon K[redacted]

Hi Mr. [redacted],
Thank you for taking the time to speak with me today regarding your missing $200.00 cash card. Per our conversation I have approved and sent the request to the rebate department to issue the cash card to the member this Thursday 2/25/2016. The rebate is being mailed to the address...

below. You can expect to receive the cash card in the mail within 7-10 business days from issuance date in a post card style envelope,
[redacted]
Fox River Grove, IL 60021
At this time Wireless Advocates is closing the issue as resolved. Please let me know if you have any questions or concerns.
Thank you

I have layers of issues that have been pending since before Thanksgiving weekend because every person higher up that has been involved in my situation went on vacation and left me hanging. Then upon return they never called me back. In the meantime, my bills would continue to Spiro out-of-control while attempting to pay two carriers at once. This is why we have reached this level of escalation which could of all been avoided. I will await your response. I hope u can now understand the dissapointed as well.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]

Hi [redacted],
Thank you for taking the time to speak with me today. I apologize to hear that this was an ongoing back and forth issue with your return and the cancelling of the return in the carrier system. I have confirmed with T-Mobile that the Equipment Installment Plan has been...

cancelled and adjusted with T-Mobile. Upon our conversation today this issue has been resolved with T-Mobile.
On behalf of Wireless Advocates/Costco I would like to apologize for the inconvenience and frustration resulting from your purchase with Wireless Advocates.
Please accept the $25.00 CC as a courtesy due to the lack of Customer Service provided by the kiosk and District Manager.
 
Sincerely,
Charon K[redacted]

Hi [redacted],
Thank you for your inquiry to the Revdex.com regarding your recent experience at the Aloha, OR wireless kiosk. Based on the complaint received Wireless Advocates is denying your request for additional actions. At this time we have a signed contract calling out the price plan that you...

agreed to at the time of sale on 10/29/2015. We are unable to payoff your old service providers account due to this is not an offer that Verizon provides. Wireless Advocates has requested any documentation supporting the information provided to you by the sales associate, which we have not received to date. We are also unable to payoff your bills and or late charges. With having a plan dispute does not allow a consumer to skip payments with the carrier, Wireless Advocates sells the phone the contract is held with the carrier and all charges are valid unless the plan dispute was resolved that Wireless Advocates would compensate. Each escalation is handled on a case by case basis. 
Our Operations Manager spoke with you on 2/23/2016 and our resolution remains the same. I would be more than happy to forward a copy of your signed contract/ customer letter to you for reference. As we value you being a loyal Costco member we are unable to approve the requests mentioned. Wireless Advocates will ensure that all rebates you qualified for at the time of purchase are honored if we can verify that the service is still active with the carrier.
 
Please let me know if you have any additional questions or concerns.
 
Thank you

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.
Charon has sent out a check to cover the difference in the price between my current plan and a remediated plan for the next 24 months. I would also note that she has been exemplary in accelerating the resolution of my issue.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Ms. Charon K[redacted] has not yet got back to me after 4 business days.I called the number shown in the response and left a voice message on Monday Aug 20, morning around 10AM
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.My Mailing address is:[redacted] [redacted]
[redacted]Sincerely, [redacted] [redacted]

Hi [redacted] [redacted],
 
Greetings from Wireless Advocates.
 
I am following up regarding the Revdex.com complaint resulting from a purchase made with Wireless Advocates.
 
I attempted to reach you this morning and left a voicemail with my direct contact information. I would love to...

further discuss your concerns to attempt to resolve.
Please call my at the phone number listed below. My office hours are Mon-Fri between 7:00am – 3:30pm, please feel free to also respond to this email with a better time for me to reach you.
 
I
Sincerely,
 
Charon K[redacted]

Hi Mr. [redacted],
I am following up regarding your complaint to the Revdex.com. I apologize that you have not had your issued resolved.
I called and left a voicemail for you today apologizing for the inconvenience and frustration this may have caused you. I have submitted for your refund and can expect...

this refund to be completed within 3-5 business days. Once the refund has been completed it is up to your financial institution on how quickly they release the funds to you.
On behalf of Wireless Advocates/Costco please accept our sincerest apologies.
Please let me know if you have any questions or concerns.
Thank you,
[redacted]