We purchased two new sony ericsson phones (w580i), plus extended our contract with our server att for an additional 2 years thru lets talk.com.
Big mistake. We were told that we had 30 days to use our phones and if anything went wrong or we were not satisfied with the service we could return them without question and receive a refund.
During the trial period the phones battery did not hold the average charge listed on the web site. We also experienced numerous dropped calls, and unusually high phone static. Issues we had not experienced with our previous Nokia phone. Needless to say we were not very pleased.
On the 31 day we called to get a return authorization citing some of the issues listed above. After talking with 5 call center personnel and two supervisors, and becoming increasingly frustrated with the lack of consideration and the polite false concern being offered, we were informed that, unfortunately, we had waited too long to return the phones in question and they could not help us. Policy dictates a 30 days return maximum and/or a mimimum call usage. They refused to help and continued to maintain and quote company policy.
I asked for corporate information to register my complaint with senior management, unfortunately, the personnel I had been dealing with refused to give out that information again stating it against company policy.
Stonewalled. I guess I'll have to list this complaint online and with the BBB to see if my voice will be heard.
Good job to the letstalk call centers. Your front line held firm, however, I recommend better training, more willingness to be a part of the solution, and more Q&A. I have a feeling these issues are not singular in nature.
Respectfully, submitted,
Auditor
Auditor
poulsbo, Washington
U.S.A.
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