Karma Mobility Inc.

Thank you very much for your feedback. At this time, we can make an exception and refund any unused data left on your account as of November [redacted], 2015. You can reach out on that date or we can contact you at that time, whichever you prefer. Please feel free to reach out to...

customer support with any additional questions or concerns.

Hi [redacted], 
As mentioned by my support team, we are working through a larger than normal volume of returns. I have double checked and your refund should be processed by the end of this week, Monday at the latest based on the order it arrived. 
We appreciate your...

patience. Best,
Erin A[redacted]
Karma

Hi [redacted],
I have tried locating your account/order/refund information on our end, though I cannot find anything using the email address and name you have provided.
Is it possible you placed an order using a different email address or name?
You can reach our support team for...

faster assistance with this at [redacted]Best,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  
When I go to the submitted website, All I can do is type in my email address to search for an item to return.  This brings nothing up and it says I have no orders able to be returned  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
It has been 7 weeks since Karma received the return on 2/**/16 per [redacted] (#[redacted]), not March [redacted] as indicated in Karma's reply.  Inexcusable to have waited this long and still no definitive refund date (which was part of the original complaint).  After this amount of time, should be prioritized and processed immediately.  They have had plenty of time to hire additional people to process refunds.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],Thanks for writing in. It looks like this has already been refunded.Please reach out to us should you need anything else.Best,Alex

Revdex.com:At this time, I have not been contacted by Karma Mobility Inc. regarding complaint ID [redacted].
Please let me know if you need any additional information (copies of emails, etc.)  
Thank...

youSincerely,[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 and the matter has been resolved.
Sincerely,
[redacted]

Hi [redacted], Our returns are simple. If for some reason you aren't happy with your Karma Go, you can return it to us within 45 days for a full refund on the hardware.You'll get a full refund on the device and any unused data or service you have left. You can use our Return Center for this:...

[redacted]Let me know if you have any questions. Feel free to email me directly through our support channel - [redacted] (attn: Erin)Best,Erin

Hi [redacted],
Thanks for following up. Since we’re experiencing higher than normal return volume, and processing returns in the order they’re received, refunds are taking substantially longer than normal to process. ...

We'll send you an email as soon as your refund has been initiated. Based on the date we received your return (confirmed received at our fulfillment center on 3/*), our normal 2-3 week timeframe for processing refunds, and the fact that we're heavily delayed due to high volume, I anticipate you'll receive confirmation of your refund within the next few business days. Thanks in advance for your patience and understanding.  In the meantime, feel free to reach out to me directly at [redacted] (ATTN: Alex) Best, [redacted]

Hi [redacted],
It does appear we have received your return and it's currently being processed at our warehouse. We process returns in the order they were received so it might take a little time depending on our volume—it’s our priority to get your Karma checked back in and your money back in...

your pocket as soon as possible.We'll send you an email as soon as your refund has been initiated. If you have any further questions or concerns, feel free to email me directly to [redacted] (Attn: Erin). Best,
Erin A[redacted]
Karma

HI [redacted], Your refund will take place when your device is returned to our warehouse. If you need to request a return label, you can do so here - [redacted]. If you need further assistance, please feel free to email me through our support channel ([redacted]) attn: ErinBest,Erin A[redacted]Karma

Hi Drew,Thanks for following up. As stated in my email reply to you on 4/**/16, based on the date we had received your return (3/*/16) your refund was to be processed within a few business days. I can see here on my end that it was processed on 4/**/16. You should have received a confirmation...

email, but if you haven't, you can expect to see your refund reflect on your card statement within 5-7 business days though usually sooner depending on your bank.I hope this helps!Best regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company failing to do their own market research (which is extremely saturated in this digital age) shouldn't be an excuse for a company who cost a lot of people time, money, and lost service contracts with better providers. Just because you didn't "think", "intend" or "plan" for people using your device and service in a certain way doesn't make it any better. People bought the device and service, not your "plan of how people would use it". 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We made a mistake. We modeled Neverstop usage to be much higher than usage on Refuel. But we never anticipated that some customers would use over 1,000GB a month.But usage this high is not something that will work today. The other thing made clear in your feedback is that speed is important....

Slowing it down was not a good solution, which is understandable.Getting online with Neverstop should be simple and work well for most use cases. So here's the update:-5Mbps up and down speeds are back-A new monthly limit of 15GB. If you surpass this, you’ll still be online but with minimal speeds good enough for emailing and messaging-Earn a $1 credit for each unused GBOnce we launch, everyone on Neverstop will get a fresh start at 0GB. Based on current usage, this change will have little to no impact for most of you, while still reducing strain on the service. But, if you’re looking to binge watch Netflix 24/7, this probably isn’t the product for you.You can contact support directly with any additional concerns or if you'd like to return the device for a full refund. 
Best,
Erin A[redacted]

I understand your concerns, and we do not want you to have to feel stuck with a product that no longer works for you. 
While we can no longer offer the...

original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can use our Return Center for this: [redacted]

Hi [redacted],
Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and...

built our data plans around that mobile use, not use at home. We underestimated how many people would want to use Karma for home, and our metrics were wrong.In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.
While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can set up your return at [redacted].
Please feel free to contact me directly through our support channel (Attn: Erin) to discuss this further. 
Best,
Erin A[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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That isn't at all what happened. I have been trying to return the device since 2/[redacted]2016. I never said I couldn't print the label. I said that I wasn't able to get beyond the return screen. I have yet to even view a return label or instructions for the return. I don't even really need a label, I need the address to send the device to and a reference number, if you require one.The Karma individuals keep changing the reason for not wanting me to return the device. I have the device. I was a Neverstop customer/user. I was informed of the drastic change in service. The service will not work for me. I want to return the device that I was told I could return for a credit. Please. Thank you!  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], Thank you for your feedback. While I don't have exact insight into when your refund will be processed, I can see that it should be processed sometime this week. Just FYI - Service refunds will depend on how you used Karma. With Neverstop, you'll just receive a refund for...

the device only if you used your subscription at all. You can view our return policy in our help center. Please feel free to contact me directly through our support channel - [redacted] (attn: Erin) if you need any further assistance. Best,ErinKarma