On August 29 a phone was sent to us to begin services with you. On October 10, less than 6 weeks later, the phone became defective. On October 12 I called the call center and told them of the situation and I was advised to send the phone to the warehouse located in Miami, FL. On October 13 I sent the phone via USPS and according to the tracking it arrived and was signed for on October 20 at 9:20am.
On November 8 I placed the first of seven (7) calls to find out the status. On that date I spoke to Charles, one of the supervisors and was assured it would be sent out on the next business day which would have been November 10.
On November 15 I called again to see the status and to get a tracking number. To my dismay, the phone was not sent. This time I spoke to Carlos and he assured me it would be sent. I insisted on next day air and he agreed due to the situation. When asked who was the carrier, he told me it could be UPS or DHL.
On November 17 I called to get the tracking number and guess what, the phone was not shipped. I was told it would be escalated for shipment and it would be sent tomorrow on next day air. On November 18 again I called for the tracking number, but once again it was not shipped. This time I spoke to Sophia. She told me that it would be escalated. I told her it was already escalated and wanted to know why it has not been sent. She could not tell me, or maybe she is told not to tell the customer why. She also told me that it would be sent tomorrow on next day air.
By this point I have surpassed anger with the constant lies being told to me. I asked to speak with her superior, but she told me there was no one higher than her. She is a supervisor and that is the highest level at the center. I was later to find that was another lie told to me.
On November 21 I again called and again was told it was not sent, however it was escalated. This time I spoke to another supervisor, Sergio. He also told me it would be escalated and that it would be sent tomorrow on next day air. Again another lie. At this point I then asked for a full refund for the phone and all time purchased as compensation for the aggravation caused and time lost dealing with this. This request was denied.
Can you see a pattern so far that lends to the term FRAUD.
On November 22 I called again to get the tracking number and guess what, it wasn't sent. I again spoke to Sergio, which I found incredible because I have not been able to speak with the same supervisor twice. This time he said he would escalate it to a higher level and that he assured me I would be called the next day with a tracking number. Ha ha what bull these words are from them. It never happened.
Today, November 24, Thanksgiving Day, I called knowing that the third world country the call center is in and does not celebrate the holiday. This time I spoke to Nicholas and again was told it was not shipped and that it had been escalated. I then asked him to speak to his supervisor expecting to be told the same thing as before, that he was as high as it goes. To my surprise he sent me to his manager. How is it he has a manager, but the other supervisors seem not to have a higher level. The manager I spoke to is Federico. He is assuring me that I will be called from Corporate on November 25 at 9am EST. This person is to be a corporate officer, however will all the lies I have been told, I do not believe the call will come through and if by some miracle it does, how do I know it is an officer and not some low level flunky.
Attached is a copy of the complaint I sent to the Attorney General of Florida so you can see what the complaint is about.
Every time I called from the November 18, I requested a phone number to call at corporate and each time I was told it was policy not to provide those numbers. I reminded them that their policy is to send out the replacement product within 10 days of receipt. So I guess you can enforce some policies and not others.
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