topic Re: Return in Get Support

Return

Jet71 — Sat, 19 Feb 2022 16:36:54 GMT

They have now closed my ticket four times return to phone I don’t want to me and accuse me of not sending all the parts back I have pictures of everything and now they’ve just closed another ticket and I don’t know what to do now

Re: Return

darlicious — Fri, 18 Feb 2022 20:59:30 GMT

@Jet71

I'm sorry to hear that. Give us a little background....so you were unhappy with your phone and contacted pm and made arrangements to return the phone. What happened from there?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Return

pkaraa — Fri, 18 Feb 2022 21:16:43 GMT

Did you get all the parts back or not?

If yes, send all the parts separately and when they receive all the parts in different envelops then they have no other option to accept and refund.

Which phone was it.. you didnt like it or it wasn't working.

Re: Return

hTideGnow — Fri, 18 Feb 2022 21:40:21 GMT

HI @Jet71 What parts they claim you didn't send back? charger?

Re: Return

Jet71 — Fri, 18 Feb 2022 21:53:51 GMT

Below is last message sent.

Order# 276722

1st Ticket #217938-640

date 12=10=2021

8plus-H2013-A

CS-Agent Francis

Valid Return

3 Weeks Ago

CS Agent Ioana

Again asked for order number 276722.

Was told refund had been started,

2 Week ago

Sent CS Agent Ioana PM if things had been successfully worked out.

Another Cs Agent Constance PM saying she was looking into issue with return

Contacted by Ioana saying refund request submitted. SAME DAY PHONE RETURNED TO ME... On envelop it stated i had not powered phone on..

CS AGENT IOANA message again i i was told phone was sent back because sim tray was missing. Not the case only thing missing was sim out of tray. Sent picture os phone and the fact i would not turn on.

CS Agent Ioana messaged again and said a return mailer would be delivered 3-5 business days.

Now dealing with CS Danial. The date is Feb 18 2022. More then 2 months and i still have no return mailer for the second return and a phone that i dont want that i tried to return 5 days after the arrival, I have been accused of not turn it on and also keeping a sim tray. WILL WE GET THIS SOLVED i was within the 30 days i do not want this phone...

Regards

James

Re: Return

Jet71 — Fri, 18 Feb 2022 21:55:24 GMT

sim tray

Re: Return

Jet71 — Fri, 18 Feb 2022 21:56:31 GMT

Not working below is my last message.

Order# 276722

1st Ticket #217938-640

date 12=10=2021

8plus-H2013-A

CS-Agent Francis

Valid Return

3 Weeks Ago

CS Agent Ioana

Again asked for order number 276722.

Was told refund had been started,

2 Week ago

Sent CS Agent Ioana PM if things had been successfully worked out.

Another Cs Agent Constance PM saying she was looking into issue with return

Contacted by Ioana saying refund request submitted. SAME DAY PHONE RETURNED TO ME... On envelop it stated i had not powered phone on..

CS Agent Ioana messaged again and said a return mailer would be delivered 3-5 business days.

Regards

James

Re: Return

hTideGnow — Fri, 18 Feb 2022 21:58:53 GMT

HI @Jet71

Not a good experience for sure. But since you have another message with CS Danial today, the conversation still ongoing. Did Danial say he will send you the return mailer?

Re: Return

Jet71 — Fri, 18 Feb 2022 22:02:23 GMT

Working on it. I will definitely video everything going into the bag this time.

Re: Return

popping — Fri, 18 Feb 2022 22:19:41 GMT

@Jet71

I sorry what you had to go through for last few week. This is how PM support system works without one CSA to monitor the progress from start to finish.

@J_PM

PM needs to streamline the process related to CPO phone return process. With the initial CAS reply, it should be forward to the CPO group with a link or email address to handle the phone return, refund or a replacement from the CPO group.

Just my $0.02

Re: Return

darlicious — Fri, 18 Feb 2022 22:25:09 GMT

@Jet71

You were within the return window. I am unsure why the phone was returned to you originally. If its been established that everything is intact you just need a new return envelope sent out so you can return the phone once again and get your refund processed.

@J_PM

Is this what we are calling a "hassle free" return these days?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Return

Yummy — Sat, 19 Feb 2022 01:06:45 GMT

@Jet71 wrote:
Working on it. I will definitely video everything going into the bag this time.

That is a good idea.

Even better would be to record putting all parts, papers, etc. into envelope While at post office and recording passing that sealed envelope to employee or dropping it into mailbox.

I did that few times and saved me from arguing with other party 'I did not receive it...'. Fortunately that was just Canada Post delay.

Re: Return

computergeek541 — Sat, 19 Feb 2022 02:52:12 GMT

@popping wrote:
@Jet71
I sorry what you had to go through for last few week. This is how PM support system works without one CSA to monitor the progress from start to finish.

@J_PM
PM needs to streamline the process related to CPO phone return process. With the initial CAS reply, it should be forward to the CPO group with a link or email address to handle the phone return, refund or a replacement from the CPO group.

Just my $0.02

Carriers that I have purposed phone from directly in the past have always and automatically included a return label with the package I suspect that carriers have some type of agreeement with the shipping companies to only be charged for the return sihpping labels that actually get used. There really shouldn't be any need to open tickets and wait for replies from CSAs. I'm aware that this situation is different as of a disputed incomplete reuturn, but my commments are about the return process as a whole.