After 2 years of problems with my Jitterbug phone - replaced once - my final complaint is dealing with Monday, Sept. 17 when I could NOT dial 911 on my Jitterbug after I had a car accident. How frustrating! I called the company on Sept. 19 to complain - Tech Support told me that my Jitterbug did not have the right software and that they would update it. HOW would this help me with a failed 911 call two days prior? My assumption as a consumer is that a company would take responsibility for updating people BEFORE emergency situations occurred.
I was told the process to update my software would take 30 minutes and "Holly" would call me back. Holly called me an hour later and the Jitterbug STILL was not done updating. On Thursday, Sept. 20, my Jitterbug STILL said it was updating.
I do not have confidence in their Customer Care Center. I asked to speak to a supervisor on Sept. 19, was told no one was available. I called back later on Sept. 19 and insisted on talking to a supervisor. A tech support supervisor named Simon called me back after 6:30 P.M. When I wasn't home.
I called again on Sept. 20 and asked to speak to either Simon or another supervisor. I was told by Leonard that no one was available. Leonard told me that Simon was gone for the day. I said that I needed to contact a consumer advocate group such as the one at AARP and was told that Simon would call me back within 15 minutes.
Simon called me and basically told me that my Jitterbug needed a software update and that they had not charged me for the month of April, when the phone didn't work for a week and they sent me another phone under the plan I pay for and that took another week. I paid the Jitterbug bill in April for a phone that (1) didn't work, and was returned to Jitterbug, and (2) the replacement took another week to be shipped to me. That means that I originally paid for a month of service and only had half a month of usage.
My first complaint, today, is that Jitterbug is an inferior product, but my major complaint is that the Jitterbug phone did NOT work to call 911 for me after I had a car accident. Note: Other people near the accident had phone service which is how we contacted 911. Other people had service - just not Jitterbug. The Jitterbug phone is a lemon and their Customer Care Dept. Passes the buck, doesn't return phone calls, and doesn't satisfy consumers. To tell me that they can fix the phone AFTER it failed in an emergency doesn't impress me.
Unless you can intervene and Jitterbug compensates me for my frustration, I will cancel my Jitterbug service.
I look forward to hearing from you.
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