ComplaintsforOrbic North America, LLC

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up with ************ home phone, internet and mobile phones. My husband purchased a his flip phone in installments which are not much at all. Right at the beginning when he received his phone on the 18th or 19th of January, the *** card was not good, another one was ordered. Now the battery is draining very rapidly. He has to be charging it every day and *** before the day is over. The brand is Orbic Journey V. I made a call to Sprctrum and they referred me to Orbic I was given their number. I called and spoke with a person and the told I had to purchase a battery for $20. The phone is not yet a month since Ive had it it. It is used very very seldom. But when it is needed the battery is drained. I feel like Irish it is still be in warranty. Thank you for your time! I woujd appreciate any help I can get. We are elderly. When we purchased the phone we event it to work. Thank you kindly fir your time and help, we are 78 and 76 years old and our finances are not much.

  Business response

  02/28/2024

  We have reached out directly to the customer and are working on resolving the issue.   

  Thank you. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With the assistance of the Illinois ************************* I received the Orbic Airsurf 5G from ******* Wireless on December 8, 2023 in exchange for another device that was defective. Upon receipt, I noticed multiple issues with the device. I am mediately contacted my representative at the AGs office and was asked to document concerns and submit them so they could contact *******. Unbeknownst to me, my representative at the AGs office failed to submit concerns to *******.After 20 years of service, I chose to discontinued service with ******* in January 2023 because of poor customer service and issues with multiple devices. Because I had discontinued service, ******* refused to work with me, unless I reconnected service, and I was directed to the manufacture, Orbic who gave me the runaround. I finally got through to someone and filed a complaint in July 2023, and submitted the following:When flipping the unit over to tablet mode, screen flutters to the point where you are not able to use it in that manner.Mouse track is off somehow and when using it the pointer is all over the screen.Command H function works but seems to stop working sporadically and frequently types things that I do not speak.Entire system shut down and would not power back up but after letting it sit for a while reboot.Charging plug charges unit but does not stay connected to port and frequently disconnects.Audio is not the best even at 100 which makes watching movies difficult have had to use Bluetooth speaker to enable surround sound.Frequently gets a lot of pop *** notifications and I have to clear cachet.System fan runs, loud sporadically.An RMA was approved by Orbic technical support and I sent in the device in for service November 2023. Manufacture refused to honor warranty, which expires December 8, ****, due to induce damage on the back of system, which transpired well after documented system issues and because device is poorly made.

  Business response

  12/08/2023

  Customer reached out to company in July.  After trouble shooting/corresponding via email, Return Merchandise Authorization (***) was approved in August to have device returned to us.  It was received over 2 months later.  Once received, the device had evidence of customer induced damage.  As per our policy, this type of damage automatically voids the manufacture warranty.  When we communicated this information to the customer, the customer did not agree with the assessment and instead told us that the device is cheap and that is why is cracked the way that it did.  

   At customers request for warranty information, we provided our website URL and navigation instructions to obtain the warranty information for this device. 

  At customers request for someone to contact them, we reached out via telephone. We spoke with the customer and discussed the concerns. During the conversation, the customer stated that an additional charger would be helpful.  We sent a follow up email the same day stating that although the warranty remains voided due to the customer induced damage, we will include a complimentary charger when we return the device to the customer.  The customer did communicate to us, via email, stating they would accept the complimentary charger. 
  
  Accommodations /Exceptions made for this customer that deviated from our policy:

  We require a proof of purchase to issue an ***.  The customer didnt have one, we made an exception to continue to move forward with the *** process.

  We require the device to be returned within 10 days after *** has been issued.  The device was returned over 2 months after the *** was issued, we made the exception to continue to move forward with the process.  

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am rejecting response from business. 
  
  I have had the privilege of working on and owning multiple devices and have never had any, with the exception of this one where a unit has cracked in the manor that this has. I do not know what products were used in the assembly of this device, but I do know it is not aluminum or steel, it feels plastic like too me. I assume ABS plastic were used in manufacturing? If so, that is one of the most cheapest materials to use. A brand new laptop, can have scratches, cracks and missing parts in a short period of time, just as I've experienced.
  
  I was only directed to warranty information on the company website because the customer service representative that I was speaking to was not very helpful and could not guide me to the actual verbiage, which stated that any damage on the outer body of device would void warranty. There was no at the customers request as they have stated here. 
  
  I informed the **************** Manager, ******************************* on the phone and I confirmed via email that, receipt of charger ONLY resolved one of the items that needed to be addressed. I also informed her that I would receive their offer of a COMPLIMENTARY charger, but make note: Manufacture is producing products on the market with no way for consumers to purchase back up chargers. So if their charges stop working like mine did, they are out of luck.
  
  Exceptions made: In regards to the Proof of Purchase, technical support asked me to follow some steps from BIOS screen and forward it to them. I assumed they had all the information they needed as they proceed with RMA.
  
  Unfortunately, device was returned two months after due to health related issue. 
  
  Please note: I have also filed a complaint with the ************************* Ref #: ***************** on November 29, 2023 and a am waiting for it to be assigned to agent. We would not be here today had my concerns with device been forwarded and address with Verizon in a timely manor. 
  
  The ************************* dropped the ball. 
  
  Verizon wanted me to reconnect service to continue triage and I was not willing to do that due to poor customer service. My concerns should have been addressed prior to me disconnecting service and they were not.
  
  Verizon directed me to manufacture - Warranty applicable until December 6, 2023. Induced damage occurred well after December 7th, 2023, which is when I contacted the AG's office with my complaint.

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

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Problem with Orbic ***************** phone. When making a call the person I am calling can not hear me unless I put the call on speaker. Have contacted Orbic 1/12/23 at 2:53 pm CST. Talked to ****. He sent message to warranty department and they would contact me within 2 days. No response from Orbic. 1/19/23 re-emailed from information on their website with my original e-mail attached to the new note. No response. 1/25/23 2:07 CST talked to **** again. Same story with no response. 2/6/23 called and chose option for sales department hoping someone would help me. Talked to **** at 12:55 pm CST. She also said that she would send an escalated complaint to the warranty department. Told her I was VERY frustrated and no one ever gets ahold of me. I even purchased an extended warranty through the ******* where I got the phone. Purchase date 10/28/2022. (IMEI #***************) That doesn't kick in until after the 12 month manufacturer's warranty. I doubt that anything would result from that either. (just today I tried to file a complaint but could only do a review. Talked to local BBB representative today who gave me information to contact you in NY I want this resolved. Please help.

  Customer response

  03/12/2023

  At this time, I have been contacted directly by Orbic North America, LLC regarding complaint ID ********, however my complaint has NOT been resolved because:  I sent in my phone to them on March 3, 2023 and I know that they received it on 3/6/2023.  As of today (3/12/23)  I have not heard anything from them or received a new or repaired phone back.  I will be contacting them tomorrow (3/13/23) to see where they stand on getting me a phone back.  

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On May 12,2022, I changed phone service to ******** for my husband and myself. My husband uses a flip phone, ******** did not accept his current phone so we had to buy an Orbic Journey V flip phone. After getting the phone, we were having issues with the flip phone keeping the power, and called ********, they said because we didn't get insurance for it we had to contact Orbic directly because they had a 1 year warranty. I have tried at least twice to get the problem corrected, They had me order a new battery, which after waiting over two weeks, the battery wasn't the problem. Since then I've called them 2 more times and both times they said someone will call me back. Till today 8/6/22, NO ONE has called me back. I have also tried emailing them, but no response. I am so disgusted with this company,His phone was barely useable from activation on 5/17/22 until 6/14/22 when it completely died.He ended up going back to our previous carrier for his phone service with his old phone. I would just want my money back for the faulty phone AND the battery!! I've contacted ******** for credit for the charges for this phone, but was denied. Poor customer service on both ********************** and ******** Mobile!I could not keep conversation transcripts with Orbic or ********, but I have phone records of when I did talk to them if needed. (Orbic phone conversations: 6/15, 6/29, 7/7, 7/19, 8/3 )

  Customer response

  09/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Orbic North America, LLC regarding complaint ID ********.
  I did call them again last week on 8/22 again they told me someone will be calling me, but no ones call till today 9/1/22.

   

  Sincerely,
  
  *****************************

  
  

*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. ↩