Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cell phone direct from Kyocera on 12/23/2023. After having issues with the device I returned it to them to be repaired on 04/06/2024. They decided to ship me a replacement device, apparently without investigating the issue or testing the replacement. I contacted them (through e-mail) again on 05/07 to report that my replacement was experiencing the same issues. I was told the case would be escalated to their engineers. After receiving no further response I contacted them again on 06/05 asking for an update. At that point someone claiming to be from the company attempted to call me on a few occasions (from a number that I did not recognize) in which I was unavailable, but did not leave any voice messages regarding the nature of the call (just a text message which also did not contain any instructions or ask for any information). After e-mailing them again on 06/17, I provided the details they requested as to when would be best to reach me. It was never used, so I returned the second device to them on 08/04. They never sent me a confirmation that they received it even though my tracking information claimed it was delivered on 08/23. On 09/02 I asked if they could confirm whether or not they received it. I was told they "receive a lot of packages" and to remain patient until mine was processed. Asked for another update on 09/24; was told the case had "been escalated to the proper corporate department". Had to ask for update again on 10/05. On 10/15 they finally responded that they shipped me a new phone, but required that I return one to them within ten days or be charged for a replacement. Had to return the third phone to them. Included all the original packaging and accessories along with a letter reviewing the details of the case and requesting that they honor their Warranty and now refund my money. After another e-mail on 10/24 and phone call on 11/06, still no reply from their corporate office, no longer have any of their devices, and no refund.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/2 We went up to our consumer cellular and got my husband a phone. He wanted a Kyocera flip phone and it only worked for 27 days. I called Kyocera and they wanted $40 something dollars and put a hold on my credit card in case they didn&#**;t receive the phone. I called Kyocera warrant number and I can&#**;t seem to get a resolution from them. Nobody will call me back and I have a 2 year warranty on the phone.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 7 years ago, we purchased an expensive Kyocera ceramic kitchen knife with a lifetime free sharpening service (and/or replacement guarantee), with $10 ****** **** is attached.********************** was excellent, so we purchased an additional 5 knives, thereby dividing the $10 ***** charge among several knives. (We kept one or two to use while the others were being sharpened.)In July 2023, the knives were once again ready for sharpening, but upon double-checking the shipping address on their web site, I discovered that the company had moved, and there was no information about their sharpening service.I was able to contact Kyocera and received the following reply:. . . Unfortunately, we no longer have an internal resharpening service. . . . we recommended EVERSHARP, . . . a KYOCERA authorized service center . . . [providing] sharpening and repair services on all Kyocera ceramic knives.********************************************************************************************************** Phone# ************ please use ticket# (******)**************, Kyocera Customer Support Unfortunately, with Eversharps fees (form is attached), plus shipping both ways, it would cost more to resharpen our knives than to buy a set of 4 new Kyocera knives on Amazon, listings are attached. (2 or 3 of the 4 knives in the Amazon sets are more expensive than any one of our knives.) Furthermore, our most-used knife is serrated, but according to Eversharp, they cannot sharpen it. This contradicts the claim in Kyoceras eMail, above, that Eversharp can service all Kyocera ceramic knives.Kyocera has not responded to my last eMail.It is my understanding that this is an issue about a contractual lifetime service, not a guarantee. Although we really like the knives, and have often recommended them, but we would not have purchased them without the free lifetime sharpening service.Desired resolution: Please honor "lifetime sharpening service"

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED Kyocera Advanced Ceramic Revolution Series 5-1/2-inch Santoku Knife, Black Handle, White ***** ON AMAZON IN SEPTEMBER 2022 BUT DID NOT USE IT UNTIL RECENT. AFTER FIRST USE THE ***** OF THE ***** BROKE. UNFORTUNATELY THE RETURN POLICY PERIOD PASSED ALREADY BUT THE PRODUCT IS ADVERTISED AS HAVING EXCEPTIONAL QUALITY WITH LIFETIME WARRANTY. AS A MATTER OF FACT I PAID $48 FOR ONE *****. I TRIED TO CONTACT ******* AS A MANAFACTURER BUT THEY REFUSE TO HONOR THEIR LIFETIME WARRANTY.

  Business Response

  Date: 04/26/2023

  Hello *******************,
  
  I am Sho Sanefuji from Kyocera International, Inc.
  
  Let me inform you that we have reached out to the customer directly and agreed to the settlement.
  
  Action: KYOCERA sent the replacement to the customer.
  
  Thank you and best Regards,
  
  SHO SANEFUJI
  
  Sales Manager | Kyocera International, **********************************

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased printer may of 2022 for $700.It is broken and they are giving us a difficult time repairing under warranty. We are a small business and are dealing with one printer vs 2 for a week as parts get sent and replaced and new parts are expected b/c they weren't the right ones.Person they sent to fix printer said we should have a new one but whomever they are in contact with from Kyocera wants to keep sending parts.

  Business Response

  Date: 11/07/2022

  Dear **************,

  We are in receipt of your letter dated October 24, 2022 which was originally received by an
  affiliated company of Kyocera Document Solutions America, **** ("KDA). KDA values all of
  their customers and is committed to rectifying any issues related to our products that is
  brought to our attention.

  Please be advised that we are aware of the customers situation wherein the customer
  purchased a printer on Amazon and found it to be not working properly. The printer was
  originally sold to KDAs distributor who in turn sold it to one of their small dealers and the
  small dealer sold it either to Amazon or via Amazons marketplace to the customer. The
  customer contacted KDAs ************************ but the device could not be fixed over
  the phone. KDA dispatched a third-party field service company to do on site field support for
  the customer. It appears the technician was not able to properly install the new parts to get
  the printer working again. KDA issued a Return Authorization and the new printer has been
  shipped to the customer.

  Should you have any questions in this regard, please do not hesitate to contact me.

  Sincerely,
  
  **********************
  Vice ********** ******** Operations

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone from them and had problems with it so they exchanged it for a new one. Then that phone had developed the same problem so I returned it also. They replaced it with one that was supposed to cure all problems and for 6 months it was great but just when a limited warranty expires or you don't have insurance on your phone problems occur. This phone is doing the same thing as the other 2 phones that I returned. No one wants to warranty the phone or take responsibility for their products. Evidently there is a problem with the phones they are selling. I would like them to buy it back from me or my phone provider. I will go elsewhere after that.

  Customer Answer

  Date: 10/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************