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:10/24/2023

  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 became aware of Telikin computer. It looked so good. I decided I had to have one. I contacted Telikin about it. I found that a payment plan was available. And the computer was on sale. I purchased it in the middle of 2022. I had to buy a support package that was expensive. But I purchased it anyway. The computer came quickly. Around 3 months ago I was told by a support specialist that I had a hard ware problem. According to Telikin warranty I would get a new computer. I didn't take advantage of it. I continued to discuss the problem with other technician from Telikin. I purchased two pieces of equipment that I was told would solve the problem with out having to send the computer back to be replaced. I talked about it more. I felt I didn't deserve a new computer. How ever my last opinion was that I would accept a new computer. Then I ran into all kinds of difficulties. I think I should have accepted the new computer in the first place. Then I would have a new computer. Where it stands now is that I was offered to send it back and either a repair would to be made or I would get a new computer. I accepted the offer. My complaint comes from to fact that I was told I would get a new computer by ***** at Telikin in Pennsylvania. I sent it back once. I was told I would get a new computer. The same computer that I sent back was returned to me. Under the premise that it was new. I can prove that. I had high expectations for the new computer. I was let down. I think enough people at Telikin knew that. I felt something wrong had taken place. How ever I agreed to the return offer of ****. I got the box to put it in and I will return it under the offer I agreed to. Perhaps I contributed to the misunderstanding. By not accepting the first offer when it was made. I would like a new computer.

  Business Response

  Date: 11/08/2023

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID: ********, *******************************
  
  ***********,
  
  Thank you for your letter. It is our goal to ensure that every one of our customers is fully satisfied with their computer and with our customer support. Because you are still experiencing issues with your computer after it has been repaired, well be happy to replace it with a new one. I hope that you find this solution satisfactory. Please give us a call at ************ and well be happy to assist with having the computer shipped back to us.
  
  I want to take a moment to clarify a few things regarding the Telikin Complete Subscription which you have purchased with your computer. This $19.95 per month subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection.
  
  When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and terms of the warranty.We try to make the agreement clear and easy to understand. Regarding the warranty, the terms are stated as:
  
  The Telikin Complete Subscription includes full warranty for any hardware problems such as hard drive repair, touch screen repair etc. If we cannot repair the unit, we will replace the unit with an equal or better value unit. Telikin Complete also covers accidental damage protection. If the unit is damaged by accident, we will repair or replace the Telikin computer. The Accidental Damage Coverage does not cover loss, theft, cosmetic, or purposeful damage. The unit must be returned for repair or replacement.
  
  We received your laptop computer under warranty, which was sent back to us for issues with the built in keyboard on October 17th, 2023. Once received, we tested the keyboard and there were no apparent issues. There was an issue discovered with the battery, which was starting to expand. We replaced the battery, tested the computer for any issues and sent it back to you. Once again, since you are experiencing more issues, wed be happy to replace your computer with a new one.
  
  Please give us a call at ************ and well be happy to help set up return shipping for your computer, and answer any additional questions you may have.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

  Customer Answer

  Date: 11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:08/20/2023

  Type:Product 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.

  In April 2023, I purchased a Telikin computer because I needed a new computer. When I received the computer and set it up, I found out that it was difficult to use because when I tried to access ******* ******, the computer did not recognize the password I entered after setting up the password the day before. I continued with this for the rest of the week with the computer not recognizing the password I set up earlier that week. I was really annoyed with this and decided to return the computer and request a refund. I contacted Telikin and told them that I was returning the computer because it wasn't suitable for me. Telikin tried to persuade me to keep the computer. I told them to call *** and ask them to pick it up and send me a refund. Telikin informed me that they were charging me $25.00 for a restocking fee. *** picked up the computer and sent it back to Telikin. This was 2 months ago, and I have yet to receive my refund which amounted to $143.95. My mailing address is PO Box ***, Walpole, NH *****. If I do not receive my refund, I ********************************

  Business Response

  Date: 08/30/2023

  From: *****************
  Manager, Customer Support

  
  Re: ***************************

  ****************,
  Thank you for your letter. Were sorry that the Telikin computer did not work out for you. I'm happy to provide you with information regarding your returned computer and refund.

  
  We received your returned computer at our warehouse in Walpole, NH on July 12th, 2023. Your refund was processed the following day. Your refund was submitted to our payment processor and was disbursed to your ********** ending in **** on July 13th, 2023.

  
  The refund amount of $142.02 included a deduction of $26.93 which was for return shipping. We always provide free outbound shipping for all our customers, however return shipping is charged to the customer.
  

  This is explained during the returns process.

  The The Acquirer Reference Number (ARN) for your refund is ***********************. The transaction having an ARN confirms that the refund was successfully submitted to your **********. The ARN is a unique number assigned to a credit card transaction as it moves through the payment flow. It can be used by banks to help trace your refund if it appears to be missing. Sometimes banks refer to this number as a Trace ID.

  Because your refund has an ARN assigned to it, we must conclude that the refund was processed by your ********** ending in ****. We encourage you to double check with them and provide them with this number. If you have any further questions, I may be reached at ************ Monday to Friday 9AM to 5PM EST.

  Sincerely,

  *****************
  Manager, Customer Support

• Initial Complaint

  Date:07/21/2023

  Type:Billing 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 ve owned a *** computer for over 9 years. I sent this to them, from Panama, at my expense of $270 to be repaired/replaced and all documents and details were correct on my end. The shipment was received and sent back but to the wrong address which is admitted by the company. Then when I tried to have it sent to me at their expense they refused but accepted they made many mistakes and totally blue me off. Now I am forced to air freight this, rather than to sea freight it, due to my needing the memory in the computer which is sitting in Miami. Had this not happened Id have been fine time wise. Its all on me....plain and simply and its a "so sorry" response. They could care less, a very bad company.

  Customer Answer

  Date: 07/27/2023

  Hello *******....this is ***********   Im age 74 and am in Panama at the moment where I have a condo and spend the summer as Im in Boquete....on the side of a volcano and its more or less perfect weather here at elevation of 3300 ft. and very nice.
  
   Ive been a client of this *** outfit for about 10 years and referred clients to them many times.  I have never bothered them or made a stink about anything and have bought from them twice....this is a computer for old people and works well.  Very simple.
  
  I had my main desk top freeze up and in so doing had no choice but to send it back to Hatfield, Pa which cost me $272 to do this by the time it was all said and done...via air as surface is not possible.  This becomes a shaggy dog story.
  
  I did this and paid them roughly $700 to restore the computer as in the memory there are all my files and this is about 1,400 or so but the big deal relates to my medical files which are all there.  I have cancer and was treated early this year by Hospital ******** in Panama City, about 370 miles from me up here on the border with Costa Rica.   This was a radiation series of treatments lasting 32 days.   And Im very pleased with the treatment.   It has flaired up again and Im going back in on Aug. 1 for the second treatment.   It is totally on me to provide a number of files from other hospitals and the like.   There are 11 such files and they are in the computer.  
  
  This company sent this computer, which I paid for all of that, to the wrong address in Miami and this they know was their mistake totally....and I can prove all of this.  The forwarder needed to get the package last Friday which did not happen and I had my son, in Miami, track this down and he took a day off of work to do so and these *** people more or less said  "your on your own".   Then I have a friend in Miami who is a shipping expert set up a air freight option for Monday at a cost of $298 which was not used.  He ran across a person whos daughter was going to Panama City on Sunday and I had him put this in her suitcase as a tourist is allowed free entry of a computer so that happened and I paid her $200 for her trouble.  This allowed me a way around going thru customs in  Panama and the computer is sitting at a friends apt. in Panama City right now and Ill set this up on Sat. when I get there.   And believe me, this is critical as it took me 5 weeks to get into the Clinic for this urgent treatment which is very important and can effect my life. Im as sick as a dog right about now.
  
  In any case, you get the story right now and a set of real facts.   These people up in Hatfield simply said "were not paying a dime to solve your problems"  and this is totally insulting.  And when I set this all up they knew the logistics and the entire story in advance.  You can go to the bank on that statement.   
  
  So here I am Heather and feel put on and insulted and blown off.   And no, Im not missing any meals and can pay but at the same time I leaned on my son and then my pal doing all the leg work, going to the airport and the rest.   And I feel I owe these people and will handle that.
  
  For a company that brags about how they look out for seniors and Vets  and those like me exactly, this is a wake up call and they really insulted me and this Philly stuff.....which I recall well when working up there......that is a total no go in my book.
  
  Now you have the rest of the story and at least I want to denounce this company for what they have put me thru at a time in my life that Im under so much stress at all times.
  
  Many thanks and best regards.

  Business Response

  Date: 07/31/2023

  From:   *****************
              Manager, Customer Support
  
  Re:      *************************
  
  *****************,
  
  We’d like to thank you for being a long-time customer, and I’d like you to know that it is my goal to provide you with a satisfactory solution to this issue.
  
  As I understand it you have an address in Florida that will forward you mail and shipments to you in Panama. We have a different address on file for you in Florida that I believe is your original address before you moved to Panama.
  
  Our repair group sent the computer back to the original Florida address rather than the forwarding address in Florida. As a result, I understand your son would be able to forward the package to Panama at a cost of $250. It would be my understanding that the forwarding company would have had to ship the package at some cost to you.
  
  Please let us know that cost and we will refund the difference. You may fax a receipt to ###-###-#### or email a copy to ******@telikin.com  at which point I will refund the amount, up to $250 from your Worry Free Exchange.
  
  You may reach me Monday – Friday from 9A to 5P EST at ###-###-#### If you have any additional questions or concerns.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

  Customer Answer

  Date: 08/02/2023

  I am working to resolve this matter and am  communicating with this person, **. ********.
  
   It is for sure that without your help  nothing would have happened.   I have never had, in these 74 years here on Earth, such a thing happen in a way like this one all came into play.  I assume I can reach an ending point here.   Im not broke or missing any meals and get along OK.   This sort of messed me up due to all the time and trouble to get this computer to me.   

  Your really good at what you do.   I am very certain of that. 

  Many thanks.

  Customer Answer

  Date: 08/02/2023

  I am working to resolve this matter and am  communicating with this person, **. ********.
  
  It is for sure that without your help  nothing would have happened.   I have never had, in these 74 years here on Earth, such a thing happen in a way like this one all came into play.  I assume I can reach an ending point here.   Im not broke or missing any meals and get along OK.   This sort of messed me up due to all the time and trouble to get this computer to me.   

  Your really good at what you do.   I am very certain of that. 

  Many thanks.

  Customer Answer

  Date: 08/02/2023

  I am working to resolve this matter and am  communicating with this person, . **********.
  
  It is for sure that without your help  nothing would have happened.   I have never had, in these 74 years here on Earth, such a thing happen in a way like this one all came into play.  I assume I can reach an ending point here.   Im not broke or missing any meals and get along OK.   This sort of messed me up due to all the time and trouble to get this computer to me.   

  Your really good at what you do.   I am very certain of that. 

  Many thanks.

  Customer Answer

  Date: 08/02/2023

  I am working to resolve this matter and am  communicating with this person, **. *********.
  
   It is for sure that without your help  nothing would have happened.   I have never had, in these 74 years here on Earth, such a thing happen in a way like this one all came into play.  I assume I can reach an ending point here.   Im not broke or missing any meals and get along OK.   This sort of messed me up due to all the time and trouble to get this computer to me.   

  Your really good at what you do.   I am very certain of that. 

  Many thanks.

• Initial Complaint

  Date:05/12/2023

  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.

  ******* ordered a Telikin computer around a year ago. He has been experiencing problems with crashing, freezing, and files being deleted inexplicably for the past 9 months. This issue increased dramatically in the past 2 months. He pays a monthly fee to service his computer and has contacted them around 10 times in the past few months but they have not corrected the issue.

  Business Response

  Date: 05/17/2023

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID ********;  *************************
  
  Thank you for your submission. I have looked into **************** account and see that he has called for help with his computer.

  Please send the computer to us and we will repair or replace the computer free of charge.

  I see that ************** has called in twice about the Media player skipping tracks and or not playing certain songs. With this type of issue, there are a few possibilities for the problem. It could either be a hardware or software problem with the computer or a problem with the CD or DVD containing the audio files. Please also send the CD or DVD so we can see if it is the particular CD or DVD.

  ************** purchased his computer with the complete subscription, which reduces the upfront cost of the computer and provides several services including, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. **************** issue is covered under the full warranty service. This is one of the benefits of the Telikin Complete Subscription.

  Please give us a call at ************, and we will facilitate the return shipping of the computer. This will be free of charge, except for if ************** needs a box and packing materials for the computer. For our customers convenience, we offer these for sale for $10.00 plus shipping.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  Date:04/27/2023

  Type:Billing 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.

  My question is how can you charge so much for a computer that's supposed to be easy on seniors to operate?. Then turn around and make them continue to pay more money to be able to use (operate) their computer. I'm thinking it would be so much better to lease computers for your 10 $15 a month not making pay for the computer and then tell him they can't use it unless they pay you money every month. In my view and opinion it sounds criminal please get back to me if you can or even remotely care when there is a 93 year old lady that you have taken advantage of..I'm not here if you're the same or competing with a company called wow computers for seniors at least they advertise free software updates after you paying a $1000 for the computer

  Business Response

  Date: 05/17/2023

  From:   *****************
              Manager, Customer Support
  
  Re:   Complaint ID ********;  ***********************************
  
  ********************,
  
  We appreciate your concerns.  Telikin has been in business since 2010 with the primary goal to help seniors with computers. We pride ourselves in making an easy-to-use computer and providing *** based customer and technical support for our customers where all callers are answered by a live person, usually in less than 2 minutes. This is extremely important to us as we find most of our customers are not familiar with computers and require this extra level of support.
  
  We have learned over the last 13 doing business with over 140,000 seniors that many of our customers rely on us for help with their computer. Many of our customers are new to owning a personal computer and many call ** multiple times per week for help with basic computing tasks, password resets to online accounts, printer & Wi-Fi issues among countless other things.
  
  We have designed our Telikin Subscription for $14.95 per month and the Telikin Complete Subscription plan for $19.95 per month to include Priority Support, Tutorial support, Speech To Text, Text to Speech and ************** Backup. The Telikin Complete Subscription for $5 more per month offers a Full Accidental Damage Protection, Full Warranty and Repair as long as the software subscription is maintained. We feel these are the best values in the industry.  Here is a short comparison with typical costs.
  
  Typical Windows Computer                                                                                               Telikin
  Software / Service                                Provider e.g.     Cost                Provider                 Cost
  Applications                                          *********           $7.50 / mo.     Telikin                    Included
  Virus Protection                                    ******             $7.80 / mo.     Telikin                    Included
  Data Backup                                        *********          $6.95 / mo.      Telikin                    Included
  Technical Support                                **** *****      $19.95 / mo.    Telikin                   Included
  Accidental Damage and Warranty          $8.33 / mo.      Telikin Complete   Included

  
  Total: Over $50 / mo.                                                                                        $14.95 /mo w/ Telikin Complete $19/95 / mo
  
  We would like to these services for free, however we do need to pay our representatives. We feel strongly that the ability to speak to a live person is important for our customers. The purchase price of the computer may be more expensive than another brand, typically seen in retail stores. This is because the Telikin is specially designed for seniors and their needs.
  
  Your mother, *************** purchased her computer on a payment plan with the $14.95 per month Telikin Subscription. When purchasing with the Telikin Subscription, the overall cost of the computer is reduced by about $300. The different purchase options we offer are presented to our customers at the time of sale. For those that choose a subscription option, we allow them to change their mind at any time and buy the software for $230. If a customer chooses to buy out the software subscription, the bundled services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered and powered on for the first time, the Software Subscription Agreement, and explanation of cost and services are displayed on the screen. We try to make this agreement clear and easy to understand.
  
  I hope the information provided in this response addresses your questions, however if you have further questions or concerns please reach out to me. My office number is ************ and I can be reached Monday to Friday from 9AM to 5PM EST.
  
  Sincerely,
  *****************
  Manager, Customer Support

• Initial Complaint

  Date:04/25/2023

  Type:Order 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.

  4/24/22 Purchase of one touch computer from the advert. in ****. Upon placing an order it did not make sense so I called and left a voice mail regarding the discrepancy in 'pay in full' and making payments' price, did both include all software.,.. *** left me a voice mail stating the price was the same (although still no answer on how many payments to contract completion) voice mail stated making payments afforded me the replacement in the event something malfunctioned. So, not guaranteed unless payments are made as opposed to paying in full.This entire transaction bothered me, from asking for the 'code' to include the correct discount when in actuality it seems the code **** is probably a marketing tracker-a fairly common practice. No response to my asking the amount of the discount, no response to asking how many payments are billed if not paid in full, and no response to 'Are software updates included if paid in full'.Just seems to be less than forthright honest dealing. Billed to my credit card but I am refusing delivery and expecting a full refund

  Business Response

  Date: 05/03/2023

  ****************,
  
  I am happy to clarify the different purchase options that we offer and hope that they address the concerns stated in your letter. I am pleased to see that you have spoken with a member of our team after this letter was sent, on 4/26/2023.******** notes in her call summary that your questions have been answered and you will give us a call if you require any assistance or support with using the computer.
  
  When purchasing the computer, there are 4 options that we offer:
  1. Pay in full for the computer.
  2. Purchasing on a lease to own plan.
  3. Pay in full, with the software as a subscription.
  4. Pay in full for the computer and software.
  
  By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300 and the software subscription is bundled with several additional services.
  
  The software subscription plan, priced at $19.95 per month for continued access to the software and services provides you with priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection.If anything happens to the computer for any reason, we repair or replace it free of charge under this service. If you choose to buy out the software subscription,the services are no longer provided but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand. Any applicable billing statements are available for viewing at any time from the computers settings menu as well.
  
  We allow our customers to change their mind at any time and buy the software for $230,which is less than the initial discount given for purchasing the computer with the software as a subscription. You would then have full access to the software but you would not have the additional services of priority customer support,tutorial support, speech to text, text to speech, automatic data backup, and full warranty with accidental damage protection.
  
  Telikin has been in business since 2010 and has had the pleasure of providing nearly ******* customers with computers specially designed for seniors. Most of our customers choose to purchase the software as a subscription for the upfront discount and extra services that this plan offers. If you would like to change your purchase to the non-subscription option, please let us know at any time and wed be happy to assist you. Otherwise, we encourage you to give us a call at 140,000 if you have any questions or require any assistance with the computer.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  Date:02/10/2023

  Type:Billing 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 have been trying to cancel my subscription for over a year and I am always put on hold for hours and never allow me to finalize the subscription. My monthly order # is ********** and the serial number is **************. I feel scammed because I was told after I paid off the computer I wouldnt have to make payments and I keep getting monthly requests even after completing the installments. I am an elderly woman and I cannot afford this anymore. Its been over 12 months since I called and they keep telling me they will stop billing me and I just got another 19.95 charge the 28th.

  Business Response

  Date: 02/17/2023

  From:   *****************
              Manager, Customer Support
  
  Re:       Complaint ID ********; *************************
  
  **************,
  We have received your complaint and wanted to provide some background about the Telikin Complete Subscription purchase option which you had purchased in December 2020.

  When purchasing the computer, you have the option to purchase the software outright or purchase it as an ongoing subscription. By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300, and the software subscription is bundled with several additional services.

  We provide this option at the time of sale, and we allow our customers to change their mind at any time and change to the non subscription by buying the software for $230.

  The $19.95 subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. If you chose to buy out the software subscription, the services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand.

  We reviewed the sales call recording and the subscription option is clearly explained, that once the payments towards the purchase of the computer is paid, all that is required is $19.95 thereafter.

  Telikin has been in business since 2010 and has had the pleasure of providing nearly 140,000 customers with computers specially designed for seniors. We have a strict Quality Control program with our sales process.  We require our sales representatives to clearly explain the Software subscription option during the sales call when price is discussed. We also require them to review the options in the recap of the purchase before the sale is completed.  We review sales call every day to ensure quality to make sure our sales presentations are clear.

  I have reviewed your account and see that you had given us a call in December 2022 to discuss your subscription. I do not see any other record of you giving us a call prior that that, and in fact we have attempted to call you at the phone number we have on file several times over the past year.

  I have refunded the 2 charges received since calling us on 12/23/2022 and have stopped the billing on your subscription.

  We would like to help you with any of the three choices:

  1) You can load ********* ******* software on the computer and use it as a typical Windows computer.
  
  2) Purchase the ** for $230 and use the Telikin Computer and Software without the $19.95 monthly subscription. In this case you would not have the Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.
  
  3) Continue the software subscription at $19.95 and have continued Software, Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.
  
  Please give us a call at ************ and we will help with either of these choices.

  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  Date:01/20/2023

  Type:Order 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 a computer from Telikin in April 2021, when I ordered the computer, the salesperson ask if I would be interested in a VIP support program for $19.95 per month, to which I agreed .Upon arrival of computer , we did not open until 3 months later, this caused a problem because there was a 60 day return clause . Since I could not return the computer, and my husband was not happy with it, I called Telikin and asked them to cancel the **** support program, at which time the rep informed me that I could not cancel it, nor could I ever cancel it. To which I countered, "what use was the service to me, if I was not going to use the computer, was not going to use their internet hook-up, still they would not relent. All I ask ,is that they cease trying to collect on this , since it is mute. Have put blocks on my account, I have changed my account numbers, and they continue to charge accounts that I have not authorized them to use .

  Business Response

  Date: 02/17/2023

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

  We have received your complaint and wanted to provide some background about the Telikin Complete Subscription purchase option which you had purchased in December 2020.

  When purchasing the computer, you have the option to purchase the software outright or purchase it as an ongoing subscription. By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300, and the software subscription is bundled with several additional services.

  We provide this option at the time of sale, and we allow our customers to change their mind at any time and buy out the software for $230.

  The $19.95 subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. If you chose to buy out the software subscription, the services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand.

  We reviewed the sales call recording, the purchase options are clearly explained, that the computer can be purchased outright or purchased on the subscription plan. *****, the salesperson, explains that for the $19.95 per month, you get the lifetime warranty, tutorial support and software on a subscription basis.  This is again reiterated in the recap when taking payment for the purchase.

  Telikin has been in business since 2010 and has had the pleasure of providing nearly ******* customers with computers specially designed for seniors. We have a strict Quality Control program with our sales process.  We require our sales representatives to clearly explain the Software subscription option during the sales call when price is discussed. We also require them to review the options in the recap of the purchase before the sale is completed.  We review sales call every day to ensure quality to make sure our sales presentations are clear.

  After reviewing your account, we have stopped billing you for the Telikin Complete Subscription as of 12/20/2022.
  

  We would like to help you with any of the three choices:

  1. You can load ********* ******* software on the computer and use it as a typical Windows computer.
  
  2. Purchase the ** for $230 and use the Telikin Computer and Software without the $19.95 monthly subscription. In this case you would not have the Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.

  3. Continue the software subscription at $19.95 and have continued Software, Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.
  
  Please give us a call at ************ and we will help with either of these choices.

  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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.

  This company has been charging me without my authorization monthly for $9.95 for a little over a year. When i noticed it on my credit card statement i called them to inquire and was assured by the customer service rep that they would cancel the charges and not charge me any further. Wrong, they have continued to charge me. I also contacted my credit card company and they processed a few chargebacks however this company continues to bill me. I would like these charges to stop immediately. I am elderly and feel they have targeted me and are taking advantage. I expect a full refund as well for all charges.

  Business Response

  Date: 01/31/2023

  From: *****************
  Manager, Customer Support

  
  Re: Complaint ID ********; *******************************

  
  ******************,
  We received your BBB complaint regarding your Telikin VIP service. We will immediately cancel the
  service for you which will stop any further payments. In your letter you explained that you had called
  previously to cancel the service and had called the ******************* to process a few chargebacks.
  We do not seem to have a record of the call or the chargebacks.

  
  Considering the situation, we will go ahead and refund the last 5 payments, for a refund of $49.75. This
  has been refunded to the card used for payment. The service has also been cancelled so that you will not
  incur any further charges for VIP service.

  
  If you have any further questions or concerns, please contact us at ************.

  
  *****************
  Manager, Customer Support

• Initial Complaint

  Date:08/11/2022

  Type:Billing 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 used my bank credit card to try the the Telekom computer for a trial next thing I know I was being billed monthly for the computer. They used the information that I gave them for the trial stage. I contacted the company and told them what had happened. In fact, they fixed it so I couldnt use the computer. I paid the total price asked which was $700.00. I did not get a receipt. This happened the first two months of 2021. I didnt hear from them again until a few months ago and I was told they had reopened my account and claim I still owe them money. I am constantly getting harassing phone calls.

  Business Response

  Date: 08/18/2022

  From: *****************
  Re: BBB complaint ID #********

  **************,

  We have good news for you. After reviewing your account, there is only one payment outstanding of $49.00.

  Your last payment of $49.00 was attempted to be processed on 12/10/21. We received notice of the decline on 12/18/21. We do not re attempt these payments automatically since there is a charge to us when the payment does not go through.

  There are several late fees as result of this past due balance, I have received approval to waive these late fees.

  
  I have left a voicemail with my direct line to contact me to answer any questions you may have regarding this balance and will be happy to assist you in closing this matter.

  Please return my call, my direct phone number is ************. I look forward to speaking with you.

  Sincerely,
  Seth G********
  Manager, Customer Support

  Customer Answer

  Date: 09/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
   I received a call from Seth G***** a person from Telekin Computers. He made an offer to me. If I paid the $49 dollars they will drop all late charges and the bill will be paid in full then I can keep the computer. Although this same thing was told to me in 2021 I agreed to the offer
   I paid them with a check from my bank
   They are to send me a statement showing that the account is paid in full. I will keep you posted.
  
  Regards,
  
  *******************