ComplaintsforTelikin

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have purchased a Telikin Computer from this company in 2020 and have never had any problems until now. Not with the computer but with them taking money out of my account without my permission. On Monday, June 20, 2022, I called them to give them a customized debit card which had the same number as the other one but the only exceptions were that the 3 digit code on the card was different and the expiration date was different. They claim that it is an activation fee charge to see if the card is active, They have never done this before and they will never have the opportunity to do it again. The only thing that I am paying to them is the $19.95 charge for the software. And that is all. They are only authorized to take that amount out on the 3rd of the month. Nothing else. The card was already active. How else could they have taken out the money ($19.95). A customer representative stated to me that this is a one time fee. When I previously changed the cards, like I said before never happened to me and as long as I am using the computer it will never happen again. Please have them put the $1,00 back in the account ASAP. I have spoken to 3 of them and they all gave me the same answer.

  Business response

  06/27/2022

  From:  *****************
            Customer Support Manager
  
  RE:     Complaint ID ********; ***********************
  
  Date:   6/27/2022
  
  ****************,
  I will be happy to refund you the $1 authorization charge that was incurred.
  
  This is an authorization charge when a new credit card is used, that will automatically be refunded to your bank as it is simply an authorization to make sure the credit card is valid. It has likely already been refunded. This is a similar process to using a credit or debit card at a gas pump, where they typically submit a $1 authorization charge to make sure there is at least that much in the account.
  
  I will mail the check tomorrow, 6/28/22 and you should receive it in a few business days.
  
  If you have any further questions, please contact our billing department at ************.
  
  Sincerely,
  
  Seth G********
  Venture 3 Systems

  Customer response

  07/02/2022

  [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 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

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother ************************* had a Telikin computer with internet. In March, we moved her to assisted living, which has internet provided. By March 24, we requested they cancel her internet. We were on hold so long that we decided to send a letter. We scanned the letter signed by my mom, but they wouldn't accept that. Although I am POA, they wouldn't accept anything from me unless they had a copy of the **** We sent the wrong paper, which had bank account info. I've asked to make sure that was deleted, but have received no response. That makes me nervous.My mom finally called (even though she can't hear on the phone) and was on hold for 45 minutes. While waiting, she grew tired and fell off her chair and had to call for assistance. She is 90 years old.They keep asking us to return the hotspot, but it is our understanding that she purchased the equipment. All she wants is to cancel the internet.After repeated attempts with customer service, they will not even respond to my emails now. Since we can't get a response, we directed the credit card to stop payments. Now the credit card company won't help us. We've been charged every month since March and they WILL NOT LET US CANCEL. We want April * June payments refunded and we want to cancel a service she is not using.I feel they are taking advantage of old people like my mom and dodging me as her power of attorney. Can we get some help from you?Thank you. ***************************, POA on behalf of *************************

  Business response

  06/24/2022

  From: Seth G********
  Customer Support Manager
  

  RE: Complaint ID ********; ***************************
  

  *****,
  

  I am happy to refund the internet service payment from April. No payments for internet service have been charged to you for May or June as a stop payment had been placed with the bank. The payment for April in the amount of $39.95 has been refunded back to the **** card. Furthermore, the service has been cancelled as you originally requested and will no longer be billed.

  Under normal circumstances, to cancel the service we do require the hotspot device be returned. This was explained, and you acknowledged in two separate email replies both dated 3/27/22. I have cancelled the service as requested but still ask that you send the device back to us.
  

  Thank you for including the email record in your complaint, however there are some missing replies, so I have included an attached PDF with the entire record of emails and responses. Our last email to you was dated 4/01/2022 requesting again for the hotspot device to be returned to cancel the service.
  

  Because we have over 130,000 customers, many of which call us for assistance on a regular basis, we have security measures in place to protect them. In a case such as this, a Power of Attorney for someone other than the customer calling to modify the account, however the signed page included with your first email will suffice, and I apologize that this was not acknowledged sooner.
  

  The internet equipment is not purchased, a $25 charge for activation is due at the time of ordering the service. The device is not purchased/owned, much like other internet providers where the modem or router is rented or on loan to the customer.
  

  Please return the hotspot device with an included note containing the order number ********** to:
  

  Venture 3 Systems
  2805 Sterling Drive
  Hatfield, PA 19440
  

  Sincerely,
  

  Seth G********
  Venture 3 Systems
  ************

• Initial Complaint

  05/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******** purchased a computer from Telikin LLC on January 26, 2022 and asked them to return the unused (still in box) computer in April. They refused to accept the unused computer and insisted ******** is under agreement to be charged $19.95/month for support. ******** is 86 years old and considers this to be unfair sales tactics and taking advantage of senior citizens.

  Business response

  05/25/2022

  From:    *****************
  
  Re:         BBB complaint ID #********
  
  All customers receive a full 60-day trial period to try out the computer and it is our hope that every one of our customers is 100%satisfied. We understand however, that sometimes it takes a little longer for some to try out the computer and decide. Although ********'s 60-day trial period had ended on April 4th, 2022 we will agree to accept the return for a refund.

  We always provide sales training and sales quality assurance to make sure all agents are clear and correct on the sales calls.   We have over 130,000 satisfied senior customers.  Most of our customers purchase the Complete Subscription program which provides a discount on the upfront cost of the computer and provides priority and tutorial support, automatic data backups, speech to text service, priority and extended customer support as well as a full warranty with accidental damage protection.

  We will reach out to ******** this week to facilitate the return and refund of the computer.
  
  Sincerely,
  
  Seth G*****
  Manager, Customer Support

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My WOW computer stopped powering on and my wife contacted support. They had my daughter try unplugging and plugging the power cord. They sent a new plug and it still didn't work. They had me send the computer back for them to look at. They stated it was the hard drive and supposedly fixed it. Charged me $158.44 for the work and shipping it back. I received the computer back, my daughter hooked everything back and it will not power back on. The power cord lights up, but it will not cut on. This company is a joke and need to fix it no charge.

  Business response

  05/06/2022

  Mr. ******,

  We hope that you would understand that sometimes mistakes happen and there can be issues with replacement parts. I looked at your computer after we received it back this week, and the power adapter that was sent with your repaired computer was the incorrect power supply for your computer. We have tested and confirmed the computer and new power supply are working and have sent it back to you at no charge. I have refunded the shipping charges which you paid to return the computer to us during the initial repair process.  We have also included a $25 gift card for the inconvenience.
  
  If you have any further questions or concerns, the quickest way to get a response is to call our customer support department at ************

  
  Sincerely,

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

  Customer Support Manager

  Customer response

  05/17/2022

  [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 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

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I filed a complaint many months ago with ******** Chamber of Commerce regarding the false advertising that this company uses when advertising their WOW computer for seniors. I enclosed a picture of their brochure stating never any additional software to buy-ever! Paid the computer off along with $19.99 per month, which I was told was warranty and service. They kept taking the $19.99 out of my bank account for almost six months after. I got in touch with them to say I didnt want the warranty, etc. anymore and to cancel it. At that point they said it was for the software and I would have to keep paying it indefinitely or pay them $200 for the software.I realize now that I wrote to wrong place. Should not have been Chamber of Commerce.If this is not false advertising, I dont know what is! Because they have not gotten more money, they froze my computer so it is no good to anyone.Can you help me with this matter or at least reply.I filed a complaint many months ago with ******** Chamber of Commerce regarding the false advertising that this company uses when advertising their WOW computer for seniors. I enclosed a picture of their brochure stating never any additional software to buy-ever! Paid the computer off along with $19.99 per month, which I was told was warranty and service. They kept taking the $19.99 out of my bank account for almost six months after. I got in touch with them to say I didnt want the warranty, etc. anymore and to cancel it. At that point they said it was for the software and I would have to keep paying it indefinitely or pay them $200 for the software.If this is not false advertising, I dont know what is! Because they have not gotten more money, they froze my computer so it is no good to anyone.Can you help me with this matter or at least reply?

  Business response

  04/20/2022

  ****************
  
  We offer two different ways to purchase the computer.  The computer can be purchased with the software outright or as a Software Subscription with additional services. The Complete Subscription purchase discounts the up front cost by $300 and includes priority support, accidental damage protection, full warranty repair, automatic software updates, automatic data backup, text to speech and speech to text.  If purchased separately on a regular computer these services could cost over $40 per month.  We are able to provide this at a lower cost because we provide all these functions from one company.  This is similar to how Microsoft,Adobe and other software companies offer their software.  In our program we include additional services we feel are important to seniors. 
  
  When the computer is purchased with the software outright,there is no additional software to purchase.  We created the Telikin Complete Subscription plan to provide more services for the customer at a reduced up front cost.  In the case the software is provided a subscription service.  There is only so much space in the advertising and it is not possible to put all the options for purchasing in a single advertisement.
  
  We reviewed the sales call with ***** the sales agent. We did verify he explained the purchase options correctly, however did not fully explain that the $19.95 charge would be required for continued use of the software.
  
  We are giving you a free upgrade to the non-subscription plan no charge to you.  This does not have any monthly fee but also does not have the extended support, data backups, speech to text or warranty with accidental damage protection.  You can purchase the VIP plan for get the priority support, data backup, speech to text and text to speech.  This is an optional plan.
  
  Many of our customers find that paying the $19.95 per month is the best option for them as it provides the additional customer support, as well as a complete warranty where if anything were to happen to the computer including accidental damage it is repaired or replaced at no charge to you.
  
  Seth G*******
  Manager, Customer Support
  

  Business response

  05/12/2022

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

  Let me clarify.  We can see there may have been a misunderstanding.
  We have agreed to give you a free upgrade and you do not have any further payments for the software subscription.

  If you have any questions about this, please give us a call at ************

  Sincerly,

  Seth G*******

  Manager, Customer Support

  Customer response

  05/13/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  They dont mention freezing my computer, but it is suddenly unfrozen.  Want to thank BBB for your help solving my problem.

  I still think their advertising is deceiving.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 4/15/20 and 4/20/20.Total amount paid: $710.31 Transaction No. ********** Business Commitment: 1. The Telikin home page, says 100% satisfaction guaranteed in tiny print at the bottom. 2. Telikin says they provide a secure and easy to use device. Nature of complaint: 1. Telikin will not provide a full refund for the return of their device. 2. Beyond the icons, the device was not intuitive to my mother. The file management software is horrible. And not because its Linux. 3. For a device that is specifically targeted for seniors, it is not secure. My mother's email was getting three times the amount of spam on the Telikin machine verses a standard laptop. This was a huge reason why my mother disconnected the Telikin machine and stopped using it. 3a. The machine requires users to link their outside email to the Telikin email server. This basically makes the machine a "trojan horse" for spam. And tech support is not going to make it better. (If the device is sold as secure, a ***** pc shouldn't need tech support at a $700 price tag.) 4. My mother bought the machine to store and view pictures. With only a 16Gb hard-drive, this machine does not have enough storage capacity. No amount of tech support will ever make this machine work as a storage device for pictures. Telikins response: 1. Telikin has offered a $150 refund for the machine. 2. Telikin has offered tech support to get the machine to a usable state. In Closing...Telikin should have better qualified my mother as a Telikin customer before selling her a computer she can't use for her application. My mother thought her skills were to blame for the dis-satisfaction. After seeing how the computer is set up (in person) and seeing it in operation, I too would never trust or use it. It appears as though Telikin takes advantage of seniors that don't know computers, and those who are too afraid to complain. Thank you for your assistance.

  Business response

  11/19/2021

  Date of transaction: 4/15/20 and 4/20/20. Total amount paid: $710.31 Transaction No. ********** Business Commitment:

  1. The Telikin home page, says 100% satisfaction guaranteed in tiny print at the bottom.

  That is correct. We provide a 60-day 100% satisfaction guarantee.  We do not say it in tiny print, we say it in large bold print. You mother has been using the computer over the last year and a half. We have helped her set up email, import contacts and import photos. We are happy to continue support of her and her computer. It seems to be working correctly.
  

  2. Telikin says they provide a secure and easy to use device. Nature of complaint: 1. Telikin will not provide a full refund for the return of their device.

  The Telikin computer has never had a virus in the 11 years with over 100,000 sold. We have many thousands of senior customers just like you mother be successful with our computer where Windows computers were too difficult.  The computer is more secure than a standard Windows computer.
  

  2. Beyond the icons, the device was not intuitive to my mother. The file management software is horrible. And not because its *****.

  Again, the computer has been very successful for 11 years and for over 100,000 customers.  There are numerous positive reviews in BBB and ******.  These are real reviews by real customers.  It is different than a ******* computer.  We have designed the user interface to be as clear and obvious as we can.  The applications buttons on the right-hand side are always visible with one click to the main applications.  Seniors often get lost in multiple overlapping windows, for example right clicking for menus, and hovering to see options.  We work to make everything easy to see and easy to use.
  People that are very comfortable with ******* computers will find our interface different.  They may not understand how this is easier. Often, they cannot get past their own bias of what is comfortable to them. We are much more interested with what is easy and comfortable for seniors.
  We do understand that this may not be the right solution for everyone.  That is why we give every customer a 60-day trial period to see if it is right for them.
  

  3. For a device that is specifically targeted for seniors, it is not secure. My mother's email was getting three times the amount of spam on the Telikin machine verses a standard laptop. This was a huge reason why my mother disconnected the Telikin machine and stopped using it.

  The Telikin simply receives email that is delivered from the email provider. In this case the provider is *****.  The ***** system has identified ****** spam emails for your mother.  These are put in the spam folder. This would appear the same on a windows computer or a Telikin computer. We think what you saw was that the Telikin was reading emails stored on the server three times faster than a normal windows computer.  The ***** system is more efficient.
  

  3a. The machine requires users to link their outside email to the Telikin email server. This basically makes the machine a "trojan horse" for spam. And tech support is not going to make it better. (If the device is sold as secure, a ***** pc shouldn't need tech support at a $700 price tag.)

  Telikin does not run an email server.  We simply provide a Client Email application similar to ********* *******.  There is no reason Telikin email would receive any more spam than a ******* computer. There is no basis for you statement that it is a Trojan Horse.   
  The fact that you think we should not need to provide customer support is an indication that you do not understand people that struggle with computer systems.  When I started the business, I was hopeful that seniors could use it with the help of friends and family.  It turns out that many seniors do not have this help.  Their family members are typically working and taking care of their own families.  We are there to provide help on Tuesday afternoon for example, when grand mom wants to send or receive a picture to/from her grand kids
  

  4. My mother bought the machine to store and view pictures. With only a 16Gb hard-drive, this machine does not have enough storage capacity. No amount of tech support will ever make this machine work as a storage device for pictures. Telikin's response: 1.Telikin has offered a $150 refund for the machine.

  We have helped you mother with her photos and we have not received any indication of any storage limitation.  Telikin is able to use a smaller storage system because it runs a much more efficient ***** system. Again, we have over 100,000 users. Only 2 have run out of space.  We gave them a free storage upgrade at our discretion.
  

  2. Telikin has offered tech support to get the machine to a usable state.
  In Closing... Telikin should have better qualified my mother as a Telikin customer before selling her a computer she can't use for her application. My mother thought her skills were to blame for the dis-satisfaction. After seeing how the computer is set up (in person) and seeing it in operation, I too would never trust or use it. It appears as though Telikin takes advantage of seniors that don't know computers,and those who are too afraid to complain. Thank you for your assistance.

  Telikin clearly advertises to seniors that have difficulty with computers.  We have no interest in selling to someone that is comfortable with their ******* or ***** computer.  It would just result in a return since it is different than *******.  I do not think your mother would have called us if she was completely happy with her computer experience.  On our sales calls we ask about their computer experience, have they every used a computer before? what, if anything, are they struggling with? what are they looking to do with the computer?

  I think the difference is that you are citing what you think the computer should do and how seniors ought to be able to use regular computers, we are coming from 11 years of experience with over 100,000 customer and we know where seniors struggle and how to help them.

  I really do believe your mother could use help with her use of computers.  I appreciate that you are probably busy with your own life. As you explained in your prior email, you have only been able to visit her once in the last year. We would be happy to provide that help.  Alternatively, another company could provide that help on a ******s computer.

  I will offer a full refund if you would agree to purchase a full year of telephone support from another company for your mother.  I will leave a note in her file to process a full refund when she calls to verify she has a support program and the computer is returned in good condition.

  Thank you,
  
  Fred A**********
  CEO Telikin Computer

  Customer response

  12/03/2021

  [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. 

  
  

  Please note, while I do not completely agree with some statements made, if telephone support from another company is what Telikin requires to refund the purchase, then I will procure this support for my mother as much as this goes against my principles and ability to remote in with software like **********.   (She and I would much rather just return the Telikin computer for a refund and be done with it.)

   

  The absence of complaints from my mother, does not mean she was/is using or enjoyed the use of the computer. 

  
  

  And I never meant to suggest that the Telikin computer had a virus.  ***** is typically virus-free, that much we can agree on.

  
  Regards,
  
  ******* (mother) And **** (son) *****

   

  I hoped to also ask you/Telikin if we should have an RA number from Telikin to affix to this system return?

  Thanks again.

*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. ↩