Thank you for being so constructive with your criticism. It is really important to catch where we are not providing the best customer service and to fix the processes that are making it difficult for our customer care agents to satisfy our customers.

Thanks again for helping us work through this and please accept our apologies.

Carol

Unfortunately, things didn’t go as smoothly as I thought after reading your response. In addition to getting a defective phone, we were required to send the phone (and therefore be without a phone) prior to receiving a new one. We sent the phone to Kajeet and was delivered on Monday July 27th at 9 am. Contrary to what you said in this blog, the (hopefully working) new phone was not sent via overnight delivery to us and did not arrive until August 4th.
Despite our numerous attempts, we have not yet received a response as to how are we going to get reimbursed for the shipping costs we incurred back in July 24th. I am disappointed with the customer service. I would think that a company would be more responsive in trying to fix the embarrassment of sending a defective product in the first place.

I’m so sorry you have had a bad experience. While we carry devices from top tier manufacturers, we do encounter issues with hardware from time to time. It is really difficult when you experience this kind of an issue immediately after purchase. No one wants to have to deal with the hassle of returning a product they just purchased – especially one as expensive as the Rumor.

I queried our care department on this and while we do pay for the return of the unit, we struggle with shipping units back in advance of shipping a new unit out. When we advance ship a replacement (i.e., ship the replacement before we get the unit returned), very often the original unit does not get shipped back. I’m sure in many cases this is because we are all moms and dads and all very busy, and simply getting out to the post office can be tough to fit in an otherwise busy day. In other cases, we get the units back in a condition that is not repairable (they fell into water, etc.) and that would not qualify for a replacement (because we cannot claim the manufacturers warranty in these cases). Finally, we even experience times when the original unit gets resold!

This is tough because those issues keep us from servicing the rest of our customers better. If it was only 10% of the time we could consume this to provide better customer service, but it seems that this is unfortunately not the case.

Please stick with us as I’m sure your son will love his new Rumor!

We, unfortunately have had a poor experience with my son’s phone (LG Rumor), which keeps shutting down frequently. While I understand that some products may have issues every now and then, my disappointment really came when I we called customer service and were told that we needed to first send the phone back and once the company receives and inspects the phone, then they would send us another one back. The reason I purchased a phone and a plan for my son in the first place is because we needed to stay connected througout the day as needed. Being without a phone for over 10 days is frankly not a feasible option for us. Unfortunately, neither the customer service employees nor the manager could offer us a better solution. I would appreciate hearing from you if you have another suggestion for us. Thank you!