Simply Wireless

**. [redacted] purchased a [redacted] handset from [redacted] order #[redacted] on 10/14/2013. On 3/12/2014, I received a Revdex.com complaint from [redacted] regarding **. [redacted]’s issue that the device was defective. I spoke with **. [redacted] on 3/12/2014 regarding her Revdex.com complaint with [redacted]. She stated...

the device was defective as the charging port was not working. She had recently sent it to [redacted] and received it back but did not know if the issue was resolve as she had not tested the phone upon return from warranty repair. I explained to her the following:
• She purchased this item through [redacted] and not Simply Wireless (we fulfilled the order from [redacted])
• She had until 1/31/2014 to return the item for refund per [redacted] extended holiday return period – that’s 3-1/2 months from the purchase date.
• She has a 1 year limited manufacturer warranty that she may contact [redacted] at ###-###-#### to discuss the warranty repair.
• **. [redacted] is adamant that she wants a brand new phone, but we are not able to accommodate this request on this order.
She filed a rebuttal complaint with the [redacted] Revdex.com complaint which [redacted] forwarded on to me. I had one of my agents call and left **. [redacted] a message on 4/1/2014. **. [redacted] was specific with Revdex.com that she did not want to speak to me again as I had shared the information with [redacted] regarding our discussion 3/12/2014. I am complying with her request. There is nothing we can do to assist **. [redacted]. She may contact [redacted] for any warranty claim of repair on the device. We are not providing a brand new device to **. [redacted].

Review: There are two phones listed on this account, mine and that of another. The one number has been dealing with a failing phone for quite some time and our plan was not available for an upgrade until February 1, 2014. I tried to call [redacted] on the 19th or 20th to see if they would allow for a few days early upgrade, which I was told no. So we decided we could wait. What were a few more days? The individual with the failing phone then traveled to South Carolina and while out there on January 23, her phone just came to the end of its life. She proceeded to find a Kiosk at a local mall and the [redacted] kiosk now known as MobileNow, were going to help her. I received a phone call from her and was given to a MobileNow Representative. Also helping with the transaction was the District Manager of MobileNow. The rep explained what was going on and asked for the account information so they could start the phone swap and upgrade. She asked for my Drivers License number, account password, and my social security number. I was very adamant that nothing should be changed or better not change on this existing account. I was assured that all would stay the same and that there was nothing to worry about. I ended the call with explaining to my friend who has this phone that she needs to find out how much the phone is, which she stated it was 49.95 to upgrade with a 2yr contract and that she indeed was eligible and they confirmed that on the computer and even showed her. She would also have to pay 11.00 for insurance and that if the phone was damaged she would have to pay 150.00 deductible for a replacement phone. Needless to say I was surprised that we were eligible when I was just told by a [redacted] customer care representative that we were not. I was also told by the rep that I too was eligible. I made sure one last time that nothing had better be changed. My friend even told me afterwards the rep stated that I was adamant that nothing had better change.So jump to January 24th, upon my return to work the next day, I received an auto generated email from [redacted] stating my account had changed from the 1500 Anytime to plan to the Framily plan. I was furious and immediately called [redacted] to find out why and what happened. The MobileNow Company changed the entire plan. I asked if this new plan was going to be cheaper and the gentleman on the phone mentioned to me that our bill would be about 178.00 per month which would be higher a month and that was not acceptable to me. So he switched it back for me. I later realized why it was going to be higher.Now it is January 25; my friend gave me her paperwork for her new phone so we could save it. I started looking through it and found out where yes indeed they did switch us to this Framily plan which I stated above, but upon further review, there was also a Retail Installment Contract that was a purchasing a new phone for $400.00 which was not what my friend was told at all. So I began to question my friend, and the MobileNow company asked her to sign my name four times. She asked a couple of times if she should sign her own name and they stated no, she was to sign my name. Upon hearing this, I am now legally forced into a contract in my name which I did not sign for that will be placed on my credit with a forged signature. I did not give permission to have any contract for money or agree to any purchase of any item. MobileNow fraudently led my friend into this contract when I was adamant that nothing had better change and had her sign my name illegally.Desired Settlement: I am legally held to this contract in which I did not sign. I personally think MobileNow should be held responsible for the purchase contract and reprimand those that did help with this.

Business

Response:

This is the response from [redacted], the District Manager for this location for Mobile NOW:

Unfortunately, the customer had 14 days to return the phone, but made no effort to do that. The store received no call from the customer to dispute contract or to voice concerns. All store information is on POS receipt. We are not able to change the contract at this late date. I attempted to contact the customer on the 24th of February and left messages, but received no response. I could have possibly offer her a credit or some consolation for her inconvenience.

SC/GA District Manager

CELL- ###-###-####

email- [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I returned **. [redacted]'s call on February 25, 2014 at 4:06 pm Central Time and left a voicemail. As far as a returning the phone and calling:January 25, 2014 at 6:06 pm I spoke to Ashely a representative of MoblileNow. I asked for the manager and [redacted] said she was the acting manager on duty that evening and told me that [redacted] was the district manager, I also asked for [redacted] (the rep who was the sales associate) and was told she had just left for the day. I aksed for [redacted] phone number and [redacted] declined to give me [redacted] phone number or offer any email address as I was told she was not at liberty to give out his number. I was also told he would not be back in that location until Thursday February 6, 2014. I expressed to her of my dissaisfaction and that I would be filing a complaint regarding this situation.January 26, 2014 we ([redacted] and myself) proceeded to a Corporate [redacted] location and discussed with the [redacted] Representatives the options of returing the phone. [redacted], Spring Lead Retail Consultant, told us we had 14 days to so. We live in Illinois and this situation happened in South Carolina. The old phone was gone and it is not conducive to return it at that time nor is it now. The problem lies with the false signing of my name and entering me, [redacted], into a contract for a purchase to buy a phone. No one has permission to do that but by [redacted] and [redacted]'s coercion [redacted] was told to and did sign my name. She even asked a few times if she was to sign her own name and was told no but to sign my name [redacted].I can provide phone records to show both the call to the MobileNow Store and the returning of **. [redacted]'s voicemail along with phone calls to [redacted].

Regards,

Business

Response:

We are not able to assist the customer further.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:It is obvious that your company has no concern for fraudulent/falsified activity. I also wrote a letter to the [redacted] Corporation and will follow up with them. Thank you, no response is needed on your part.

Regards,

Review: Bought a [redacted] cell phone (for a grand total of 137.75)from them([redacted]) back in Oct 2013.And to me thats alot of money,I paid for a phone that was suppose to be in working condition and they sent me a defective phone.Didn't realize it was a defective phone they sent..at first .I tried several times to address the issue with [redacted] but they kept blowing me off..Had issues with charging the phone.Customer service told me :NOT OUR PROBLEM" and to call the manufacture since it was under a warranty I bought.Called the manufacture they sent a new power cord cause the 1 I had kept popping out of the plug insert. Well still had the issue called [redacted] again and they still told me "NOT OUR PROBLEM" and to call the manufacture .They stated that its past the return date despite several calls I made to them and they say they have NO record of any such calls in their records regarding the phone issue . Had to send the phone to the manufacture to get a component replaced and [redacted] refuses to compensate me for the defective phone they sold me,once again they told me "NOT OUR PROBLEM),and no records of any calls and to contact the manufacturer .Today I spoke with a rep from the manufacture and said its an [redacted] issue since they sold me a defective phone. So know I own a new defective refurbished phone.Thanks to [redacted].The dates provided for contacting [redacted] are approx dates.But I did call them 4 times about the issue and they say they have no records of those calls.This is the issue that the manufacture found what was wrong with he phone ...Service Ticket Number: [redacted] Serial number: [redacted]Please view additional information below for more details. Original Problem:POWER - CHARGING ISSUES - CHARGER NOT RECOGNIZED Problem found:WILL NOT CHARGE Solution:REPLACED COMPONENTIf you have any additional questions, please call us at ###-###-#### and reference Ticket Number: [redacted].They even stated that the phone was DEFECTIVE when purchase when I spoke to them today.

Product_Or_Service: [redacted]

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want a replacement phone that's not defective ,like the one they first sold me in the first place.I paid for a working phone and the phone they sent was defective.

Business

Response:

**. [redacted] purchased a [redacted] handset from [redacted] order #[redacted] on 10/14/2013. On 3/12/2014, I received a Revdex.com complaint from [redacted] regarding **. [redacted]’s issue that the device was defective. I spoke with **. [redacted] on 3/12/2014 regarding her Revdex.com complaint with [redacted]. She stated the device was defective as the charging port was not working. She had recently sent it to [redacted] and received it back but did not know if the issue was resolve as she had not tested the phone upon return from warranty repair. I explained to her the following:

• She purchased this item through [redacted] and not Simply Wireless (we fulfilled the order from [redacted])

• She had until 1/31/2014 to return the item for refund per [redacted] extended holiday return period – that’s 3-1/2 months from the purchase date.

• She has a 1 year limited manufacturer warranty that she may contact [redacted] at ###-###-#### to discuss the warranty repair.

• **. [redacted] is adamant that she wants a brand new phone, but we are not able to accommodate this request on this order.

She filed a rebuttal complaint with the [redacted] Revdex.com complaint which [redacted] forwarded on to me. I had one of my agents call and left **. [redacted] a message on 4/1/2014. **. [redacted] was specific with Revdex.com that she did not want to speak to me again as I had shared the information with [redacted] regarding our discussion 3/12/2014. I am complying with her request. There is nothing we can do to assist **. [redacted]. She may contact [redacted] for any warranty claim of repair on the device. We are not providing a brand new device to **. [redacted].

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

I just want to say the woman I spoke with over the phone on (on 3/12/14) regarding this issue was very UNPROFESSIONAL. She kept comparing her experience with [redacted] to mine.she seem to me that she was not willing to help in the first place,so no shocker that the Revdex.com isn't doing nothing to help resolve the issue.And what company would admit to saying that "it's not their problem,since it's under warranty,then hang up on a customer????? So of course there are ""no phone records."" lol

Business

Response:

I was the one who spoke with **. [redacted]s on 3/12/2014. I apologize if she felt I was very unprofessional. **. [redacted]s may contact [redacted] at ###-###-#### should she require warranty service on her device. Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Her statement of me saying that "I FELT "that she was was unprofessional" SHE WAS UNPROFESSIONAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! And she NEVER contacted again when she said she was going to ,lmao So yes she was VERY UNPROFESSIONAL(in that way too)!!!!!! and unhelpful!!!!!!!!

Regards,

Review: I went to [redacted] Inc's locatgion at [redacted], NC [redacted] and upgraded my [redacted] phone. Their kiosk at [redacted] Mall looks like a [redacted] store, they have a large [redacted] sign by their kiosk and the employees wear [redacted] shirts and nametags. At the time of the purchase I inquired as to whether or not I was finacing the phone and the salesman told me to my face that NO I was not financing the phone so I went ahead with the purchase on the premise that I was not financing the phone. After the the first two bills I have received I have to come to the realization that yes I am finacing the phone. I also stated to the employee at the time of the purchase that if I was in fact financing the phone then please forget about the transaction and let me have my original phone back. Today, Sunday March 30th, I returned to the [redacted] Mall location to resolve this situation, which was not resolved. The salesperson on duty was more interested in giving me phone numbers to voice mails and false phone numbers to [redacted] Corporate in an attempt to rectify this situation. I stated to the employee that one of his fellow employees lied to me back on Febraury 8th and that all I wanted was a phone that I was not fincaning and would not raise my monthly bill the $50 that it has now been raised. The employee wor[redacted] today was less that helpful the only answer he could offer me is that it is past the 14 day time period that the phone could be returned.Desired Settlement: I would like the cell phone upgrade that I was entitled to from [redacted] without financing it for the next 2+ years as I curently am. Thanks to being lied to by their employee on February 8th I have now used up my free upgrade from [redacted]. Basically I just want to be put back to where I was before February 8th.

Business

Response:

[redacted], our General Manager spoke with **. [redacted] on Friday 4/25/2014 regarding this matter from an escalated request. **. [redacted] signed the Installment Billing Agreement at the time of phone purchase. There is nothing further we can do to assist **. [redacted] with his complaint as he did sign the Installment Billing Agreement.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:There was no misunderstanding your employee lied to me on three separate occasions and you refuse to listen to what I have to say or to rectify this situation. I have a witness as to what was said on 2/28/14 to me before I signed any agreement wth your company. This is apparently the way in which your company does business, ie lie to your customers then do nothing to rectify these situation. Your answer simply is you signed the agreement even though it was under false pretenses and you choose to make a long time [redacted] customer angry and very less than satisfies with the whole situation. My company actually has a very good agreement with [redacted] but I choose to remain with [redacted]. I can assure you that if I was not locked into this phone the way I am that I would be leaving [redacted] and going to [redacted].

Review: On March 5, 2014 I went to the [redacted] kiosk at the [redacted] Mall. I thought I was dealing with [redacted] representative however [redacted] is a authorize retailer. I approach the sales Person **. [redacted] and advised him that on March 4, I place an order for a [redacted] purple phone over the telephone with the representative. However I wanted the [redacted] GRY XCVR SGL ([redacted]), however the phone was back ordered. **. [redacted] from [redacted] said no problem, he then promise that he give me $180.00 for my [redacted] trade-in, and have me in my new phone in one hour. He also said that he could cancel the cell phone that I order through the [redacted] rep. the day before. I carefully advised **. [redacted] that I wanted to keep my same telephone number, he said no problem. **. [redacted] took my [redacted] as a trade in, he then proceeded to activate the [redacted]. However when **. [redacted] set up the phone I was issued cell phone number ###-###-#### which is not what I asked for. **. [redacted] never cancelled the telephone I had order over phone with the [redacted] sales rep. the [redacted]. **. [redacted] left in the middle of the transaction he said his shift was over. The second sales associate [redacted] took over he attempted several time to activate the [redacted], and download the information from my [redacted]. I was at the [redacted] Kiosk for 6 hours and my [redacted] note still is unable to receive text messages from [redacted]s. I called over 100 times trying to get this issue resolved. I spoke with the [redacted] manager [redacted] several times and he refused to help me, he kept blaming it on my previous carrier [redacted], and then [redacted]. With all of the different phones that were added I received my first bill in the amount of $269. I made 100 telephone calls and I visited to [redacted] store in [redacted] trying to get this issue resolved however to no avail. The manager refused to give me the Regional Managers information he lied to me and was extremely unprofessional. No customer service was given. I was provided with false advertisement and the prices were gauged. I am demanding an apology and credit of $269 for my overcharge bill. I am also requesting $180 for my traded [redacted].

Product_Or_Service: [redacted] GRY XCVR SGL

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am demanding an apology and credit of $269 for my overcharge bill. I am also requesting $180 for my traded [redacted].

Business

Response:

[redacted], the Territory Manager has responded to **. [redacted]'s complaint:

I have followed up with [redacted] about the customer complaint and [redacted] informed that he spoke with **. [redacted] approximately three to four days after the purchase date and advised her to return the device and informed her of the 14-day policy and the restrictions that would apply if she did not return the device within that timeframe. **. [redacted] refused to return the device even after being given that information. Tried to contact **. [redacted] this morning, will try again later today.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

I asked [redacted] to verify the trade-in credit for **. [redacted]'s [redacted]. She did receive $180 which was used as a credit for the purchase of the new device. Regarding the phone that **. [redacted]s had on order through [redacted], if there was confusion and the order was not cancelled, [redacted]s had 14 days (the buyer's remorse period) to return the phone ordered through [redacted] back to [redacted] with no early cancellation penalty. I do not have any information if this occurred as the phone was not shipped to her from [redacted]. If **. [redacted] would like to contact [redacted], the territory manager for the location, he may be reached at ###-###-####.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,