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janr21

Jann R.

2
Level 2 Contributor

Contributor Level

Total Points
501

5 Reviews by Jann

9/14/21

Despite tell the rep that my mother is unable to navigate a smart phone, a smart phone was sent out. On receiving the smart phone, I called to remind them that at 96 years old, she is unable to use a smart phone. The customer service rep (who was in the Philippines) was very pleasant and assured me that an exchange would be done. Three weeks later, having not heard from them, I called once more. Again I got a rep based in the Philippines who was very cordial and assured me that this would be taken care of. There did not appear to be any notes as to my request for a simpler phone. She asked how I could be contacted in the event the call disconnected. The call did disconnect but no one called me back.

The Assurance phone system is a nightmare and impossibly frustrating. So after several calls I finally spoke to Manuel in technical services who told me that before the exchange can be arranged the phone has to be activated. I am waiting for that dept to call me to proceed with the activation

I sincerely hope that the Assurance management team read these reviews and put in place procedures and processes to improve their service. For instance, it should be standard practice to ask customers over the age of 80 whether or not they would like a smart phone. What is the point of sending out a client a Lifeline that they cannot use?

Tip for consumers:
Reps you speak with in Philippines are very polite and the scripts that they are using sound very helpful but in fact, they are not efficient.

Service
9/18/19

I have made several unsuccessful attempts to speak with their auto department. This morning was the last time I tried to do so. The operator (if such a person exists) never answers the phone. I called back and selected the option for the Pharmacy department. Someone did answer after a few rings and forwarded the call to the Auto department.
However no one answered. In desperation I called again, this time selecting the Deli department.

This call was answered promptly by a Hispanic female by the name of Leila, who not only forwarded the call to the Auto department but also gave me the extension number. The phone rang for several times but no one picked up. The Deli employee actually came back on the line while it was ringing and apologized for the lengthy delay. She informed me that the Auto department told her that there was only one worker on duty and that that person was busy dealing with customers. She asked me to give her my name and number so that someone from the Auto department would call me back. I am not holding my breath as that was over an hour ago.

I wanted to acknowledge Leila's professional service while also rating Walmart negatively. The fact that no one answered the general line and that the Auto department's line was also not answered is not due to poor employee performance but due to Walmart's failure to ensure adequate staffing levels. This is not an oversight on their part but merely a reflection of Walmart's culture of greed where they do not pay their employees a fair wage while trying to employ as few FTEs as possible!

4/8/15

Ordered a Plantronics headset along with a Panasonic phone which was listed as compatible from Amazon. Unfortunately once it arrived I found that the headset did not work. Of course there was no problem returning the headset and getting a replacement. Amazon's customer service is truly one-of-a-kind!

When I tried using the replacement headset, I found that it also did not work. At this point, I contacted Plantronics directly and had the good fortune to deal with two AMAZING employees. The first was AddyM. Who, after a bit of research, was able to inform me that although the Panasonic phone was listed as compatible, it appeared that it been redesigned and so no longer worked with the headset. She was extremely patient and knowledgeable. She recommended that a member of the technical support team trouble shoot the issue for me. The next morning JorgeC. Contacted me. He was very thorough and kept in touch with me during the entire period whilst yet another headset was shipped to me and unsuccessfully tested and then finally a replacement phone sent to me by Amazon.

Both employees impressed me with their professionalism and the level of 'ownership' they exhibited. It was clear that this company's culture is customer-centric. I would highly recommend the company because they stand behind their products and their employees care about the customers.

1/24/15

I needed a phone for my home-based business that could be used with a headset. After researching online I found the Sophie System website and identified the Grandstream GXP1165 as one that I might be able to use. Wanting to be sure that the phone was web-set enabled, I phoned and spoke with a representative who got her supervisor on the line and he assured me that it could.

I ordered the phone the next day, Dec 31. The phone arrived on Jan 10 but I could not find a headset port so I contacted the company again. This time I was told that this model did not facilitate headset usage and that I needed to order some other model. I decided not to keep the phone as I had lost confidence in the company and inquired about the return policy. The representative told me that I had to go online to request a RMA number and that the phone had to be returned before 30 days or a refund would not be processed.

I submitted my request for a RMA number online on Jan 18 as instructed. When I did not get a response, I also emailed the representative with whom I had been in contact with before. To date, there has been a deafening silence. It is sad when companies pursue sales at the expense of the truth.

As it is clear, that this company is deliberately waiting till the 30 days would have expired so that they will not have to process a refund, I have contacted my credit card company and disputed the charge.

281K Views
1/24/15

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