ComplaintsforGrandPad, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am having issues with my H313536313431373833**H and the charging dock. I have purchased a new charging dock and still my H323838****3137**3735H went dead. I&#**;ve reached out to customer several times with no assistance. My account number is *********.

  

  Business response

  07/12/2024

  Hi *****, 

  We are sorry to hear you are experiencing continued issues with your GrandPad after a charger replacement. Customer satisfaction is very important to GrandPad. We are actively working with our Partner, Consumer Cellular, to resolve this matter. A customer support representative should be getting in touch with you soon. 

  Thank you for your patience. 

  The GrandPad Team

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was advised in December per mail by GrandPad/Consumer Cellular that we needed to get a new *** card for my mothers GrandPad. Was mailed a *** card and tablet hasnt worked appropriately since. Contacted company several times, been given the run around. The latest is we had bought a replacement GrandPad off FB Marketplace and GrandPad said we can not do that but they will send us a warranty replacement and in return we need to mail back GrandPad purchased on FB Market place. I agreed, was initially told we should have by tomorrow and have now been told they dont know when it will be coming (Im wondering if ever). This is a very sad and frustrating situation as my mother has severe mental health issues and she relies on this to communicate with most everyone. Its been two weeks that anyone that calls her can not hear her. Last Saturday she didnt get out of bed until almost 2pm when I had my siblings go check on her as I feared something had happen to her. Unfortunately not having her GrandPad is perpetuating her into a depressionIm hoping it doesnt push her to the brink of being hospitalized in a mental hospital. One may think this is an irrational response to the situation but as I stated she has severe mental health issues. Not to mention the stress, time and energy that I as well as my brother and sister have spent trying to fix the problem. GrandPad/Consumer Cellular has tried to say we tried to insert the *** card into the microphone and that is what ruined it but WE DID NOT do any such thing. Her GrandPad was working fine prior to the new *** card. I explicitly asked prior to ordering the *** card if anything would change and was told no it will be the same. What a lie, my mom can see and hear us but we can only see her (Ive gotten better at reading lips) GrandPad/ consumer cellular is giving us the run around; I need to know what the resolution will be and when??? Are they going to pay for moms bill in a mental hospital. This has been just awful. HELP

  

  Business response

  01/26/2024

  Hi ********, 

  We sincerely apologize for the poor experience you and your mother have faced regarding the *** card replacement for the GrandPad purchased through Consumer Cellular, an authorized reseller of our product. Your satisfaction is of utmost importance to us, and we deeply regret the inconvenience caused.

  We understand the critical nature of your mother's reliance on the GrandPad for communication, and we are actively working to rectify the issues you've encountered. We are in the process of reaching out to you and Consumer Cellular to address and resolve the situation promptly. Our commitment is to do everything to make this right and ensure that the GrandPad serves as a reliable communication tool for your mother.
  

  We are investigating the situation thoroughly and will provide you with a clear resolution and timeline for action. Again, we apologize for any distress caused, and we appreciate your patience as we work to rectify this situation.

  ******************************* & the GrandPad Team 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Consumer Cellular GRANDPad for my elderly parents back in 2018. Starting around April of 2023 they noticed they were not able to get a good video call with my kids. Sound without a picture or picture without sound; also grainy picture most of the time. When I called the help line, they basically said it was because of the age of the Grandpad and that we needed to but a whole new Grandpad. So we bought a brand new Grandpad in June 2023 for $ 199 plus tax and shipping. Two months later, my parents can't make any calls at all, they can't see their pictures, they cant lookup anything. I contacted the help team on 8/31/23 and "****" said it may be a faulty sim card. I followed up the next day with ****** (Agent ID ****** and he said it had nothing to do with a sim card. Come to find out Grandpad lost their contract with TMobile. Looking back, that was probably why the old Grandpad wasn't working properly. But instead of acknowledging that fact, they deceived us into believing that buying a whole new Grandpad was the only option. My parents haven't been able to get full service on their Grandpad since 8/30/23 (a whole week). ****** claimed it was a tower outage and it should be up and working today at 9:46 am. I tried calling my parents at 1:30pm and still couldn't connect the call. Tried to call him today, but he told the rep he was on another call. We are paying a monthly fee of about $ ***** and have no service. Worst yet, I feel I am getting the runaround from the customer support team. I am looking to have my money refunded for the second Grandpad purchase and credits made to the days we did not have service. Consumer Cellular Grandpad is clearly not standing behind their product and sadly they are taking advantage of their elderly customers.

  

  Business response

  09/07/2023

  On behalf of GrandPad, we are sorry and apologize for the customer service experience from Consumer Cellular, an authorized reseller of the GrandPad. Customer satisfaction is very important to GrandPad. We are actively working with our Partner, Consumer Cellular, to resolve this matter.  Customer satisfaction is highly important to us at GrandPad. Thank you for bringing this to our attention. We will be in touch soon. 

  Customer response

  09/11/2023

   I am rejecting this response because:
  
  This is a blanket response and has no pertinent information regarding my actual complaint.  My parents haven't had the ability to make or receive a phone or video call from the GRANDPAD since August 30, 2023.  I have personally been working with their customer service team for the last twelve days without resolve.  To say " Thanks for bringing the issue to our attention" is an insult.  We were past that stage eleven days ago.  I now expect an actual response as to why the Grandpad is not functioning. 

  

  Business response

  09/14/2023

  Dear ***************************, 

  We sincerely apologize for the inconvenience you've experienced with our product with our authorized reseller, Consumer Cellular. At GrandPad, we value our customers deeply and regret that you encountered issues. We have been in contact with the Center Manager at Consumer Cellular who's team should have been in touch with you. They've taken actions to address the concerns you highlighted and have implemented a resolution that we hope meets your needs. Our aim is to ensure satisfaction and we're committed to making things right. Thank you for your patience, understanding, and for bringing this to our attention. We're eager to rebuild your trust in our brand.

  Warm regards,

  *******************************

  Customer response

  09/17/2023

   I am rejecting this response because: I was contacted by a member of the Consumer Cellular team that offered a credit towards my monthly charge while they are trying to resolve the problem.  He explained that there are several cases having the same issue as my parents.  He indicated it could be the AT&T towers or hardware glitches.  While I commend his determination, I am still not satisfied with the fact that Grandpad said it may take 2 months to determine the cause of the problem, during which I am still being billed a monthly ($20) charge and my parents are still unable to use the video/voice call function on the Grandpad to communicate with my kids (that are currently away at college).  Again the main reason we purchased the Grandpad in the first place.  I am hoping that the problem resolves very soon, as my elderly parents rely solely on the Grandpad to communicate with my kids.  But if it doesn't, I was not able to secure confirmation from the rep that I will be refunded for the full cost of the (new) second Grandpad just purchased in June 2023 and for the period of time that the Grandpad was not fully functioning.  [The problems with the older Grandpad that we had purchased for my parents in 2018  started in April 2023.  After several unsuccessful attempts at resolving the persistent "connection" problem, we were told to purchase a new one; which we did on June 22,2023.  After only a month and a half, the Grandpad would not make or receive video/voice calls and other "Lookup" functions were also not working.]  
  
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the grandpad for my 79 year old mother. She adapted quickly and feels it is her life line to world. The pad allows her internet access without having an additional ****. They have recently changed towers which now makes the grandpad useless to her. Their solution was to close the account. I feel I should have been notified. Not sure what I can do but why was this not mentioned when I bought a replacement?

  

  Business response

  06/23/2022

  We apologize for the customer service experience from Consumer Cellular, an authorized reseller of the GrandPad. Customer satisfaction is highly important to GrandPad. We are actively working with the consumer and Consumer Cellular to rectify their customer service experience.Tell us why here...

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