Business ProfileforMobile Citizen

I purchased an ******* mobile hotspot device. Within a couple months of using the device, it began to be unable to hold a charge. A few weeks after that, the device stopped working completely. The only solution offered by this company is that I send the defective device back and be without service for 10 days while they take their time replacing the device. I have zero recourse since I've already paid for the defective device. I told the rep how I feel about her company. She was nice and apologized, obviously having no ability to affect her company's poor customer service policies. I wish I had looked up company reviews before purchasing from them. They don't even have 1 positive review. Learn from my experience: choose another company. This one doesn't treat it's customers with the respect they deserve.

Thank you for your comment. I apologize you had problems with your device and that you are unhappy with the replacement process for your defective device. That device was purchased through another organization that resells Mobile Citizen devices. As a courtesy to that organization, Mobile Citizen handles replacement of defective devices. Mobile Citizen also sells unlimited internet and devices at a very low rate to nonprofits and schools all over the country that need inexpensive internet. Mobile Citizen has not raised it rates in 10 years. In order to maintain that low rate to customers and their end-users and to meet our mission of social equity through access, we have certain protocols in place to keep our pricing low and still meet customer needs. That includes receiving defective devices back in the office before issuing new devices in order to not lose money on unreturned devices. While we say it may take up to 10 days, we do everything we can to replace devices as soon as possible in order to meet customer and end-user needs and to continue to support our mission. I understand that the 10 day timeline may be an issue for you. You are welcome to contact the organization you purchased the device from directly to see if they have an alternative solution for you if the up to 10 day wait period is a challenge.

Please consider how difficult it is for a consumer to print a ** without internet access. Other companies in your situation have warned consumers that if the defective device is not returned, they will be charged. This should be a simple process considering you have the first payment method. Or, you could contract with *** instead of Fed Ex. They offer the ability to show the desk clerk the ** and they print and package for them. Even just the print option would infused a small amount of common sense into the situation. Show quoted text