ComplaintsforServify (US), Inc.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ticket# ******* Asked for my Plan to be cancelled and for a refund because I was unable to file a claim for my TV after calling 12 times prior to your call center. Today I called in to cancel my plan and spoke to ****** ******" about why I was cancelling my plan and requesting a refund. I ultimately had to file a BBB complaint with *** and they are taking care of my TV issues however my issues with Servify and TCL Protect Plus plan remain and was advised by *** to email or call back Servify and ask for a full refund of $145.85. On September the 2nd I placed a call at 6:16pm EST and spoke to someone about filing a claim and ask to speak to a supervisor or manager and was told a call back would need to be arranged and I would need to wait 24 to 48 hours and he took my phone number and the call ended. Then 3 days go by and I call back on September the 5th and get told that No one ever started your claim", There is no record of me calling in", No request for a supervisor was ever made", Supervisors don't call or talk to customers and only us here that pick up the phones at one of the various call centers are the only ones you can talk too and to either deal with it or send a email to file a claim", If you send a email no supervisor and only us at the call centers will answer back to the email replies to start a claim". Everyone I spoke to was screaming and yelling and carrying on and at times ignoring anything I said or would hang up and no call back was ever given or apology for the call, and in addition all the commotion going on people where talking about there personal life's to one another and some things discussed were vulgar, rude, disgusting, and simply not work appropriate and should have never been discussed with customers listening.I told ****** ****** today I wanted someone to make it right and provide me with the whole refund amount of $145.85 and not a prorated amount. She assured me all calls where recorded and to wait which is insufficient.

  

  Business response

  09/27/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ******** ******.
  
  We spoke with the customer and informed them that the plan has been canceled. The check for the amount of $145.85 has been dispatched to the customers address.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify
  

  
  
  

  Customer response

  09/30/2024

  Hello,

   I am rejecting this response because I have yet to receive the check for $145.85. After I receive it in the mail and check is cashed and the funds are available to me I will see this matter as resolved but until then I am not accepting the business response. It has been a constant struggle and battle with Servify just to get this matter resolved and it is not resolved yet until I receive the refund check for the full amount I was promised.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried 3 times to file a claim for a defective device from ******* using their ************* powered by Servify. Since July I have not had a proper working phone. Servify sent me a replacement device that was also defective, when I called them they told me I had to make a new claim. I did on September 13th. They assured me I'd have a new device in ***** business hrs. The latest by Monday. On Tuesday I still had no phone. I called on Wednesday and they told me I had not finished filling the claim in direct opposition to what I was told on Friday. They told me I had to send images of the defective phone. They once again, assured me I'd be sent a new phone as soon as the pictures were received. I sent them immediately and got a response from ******* email that they were received. Agent told me he was marking my claim with highest priority. Again, he promised me ***** business hours. The latest being Saturday. I received no follow up emails and when I looked on the website to check the status, it shows nothing but my closed previous claim. I called today Saturday, and to my SHOCK I am told I have to file a new claim as if nothing has happened. The agent tells me that I now have to pay a dollar to process the claim. This was never said to me by either of the two previous agents I spoke to. They have one again told me ***** business hours. I have no trust that my phone will be sent this time either. This company is not serious. They told me to hold for a supervisor, but the supervisors are never available. On their website they promise a "hassle free" expedient solution and replacement phone and next day replacement and same day repair in thousands of local locations. None of these things are true. The repair shops have all laughed when I have gone in to try to get a repair. They say ******* constantly sends people to them but they can't do anything. There's no next day replacement, and definen no same day.

  

  Business response

  09/26/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** *****.
  
  We have provided a replacement device, and the customer is now satisfied and experiencing no issues.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify
  
  

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company provided the worst customer service I have ever experienced. I had discovered a pink line on my newly bought ******* phone (it was the pink one, and it's important for later purposes). I went to my ******* Care+ account and noticed that the easiest, and most convenient method for me was to get a replacement mailed to me. I filed the request and sent follow-up emails noting that I understood their fine print, but said that I would still prefer a PINK phone and was willing to wait for a PINK one to come in stock. I also called the following day, and if they couldn't, I was going to ask them to delete my claim so I could go in for a walk-in repair.The person on the phone said all was well. I GOT A BLUE ONE. Note that the frustration comes after the customer going THE EXTRA MILE to communicate that she wanted a pink one and was willing to wait.I then told them I was going to return the blue phone they mailed me. They said that was fine, I could then go in for a walk-in to fix the phone.I was able to successfully book an appointment, while specifying WHAT PHONE I HAD AND WHAT ISSUES THERE WERE. No issues. When I came in, the UBREAKIFIX location turned me away because:1) they did not offer in-warranty repairs.2) they could not file my claim because I was waiting for Servify to close it once the replacement phone was mailed back.PLEASE ALSO NOTE THAT THEY WILL NOT COMMUNICATE WITH YOU IF THEY HAVE THE PART OR NOT. I guess it's just an unpleasant surprise waiting for you when you get ******** now have to call the Fremont location tomorrow to see if they:1) have my part because God-forbid they won't tell you that upfront 2) offer in warranty fixes Note to staff: 1) TRAIN YOUR PEOPLE 2) COMMUNICATE BETTER 3) FIND A WAY TO COMPENSATE YOUR DISPLEASED CUSTOMERS WITH THE APPROPRIATE *********************** since at this point, everything that has happened has been a fault of the system, and can now be viewed as a failure to meet contract terms.

  

  Business response

  09/23/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ** ******
  
  We helped the customer file a new request, and they were able to get their device repaired successfully.
  

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid for ************ + subscription since owning the phone. Servity fulfills the repair requests.I submitted repair request on 9/9 and ************+ provided me with a *** Ground shipping label which I cannot use due to Federal regulation that requires air shipping from ****** for items with lithium ion batteries. Called on 9/9 to get proper label. Advised new label would be sent right away. Did not arrive and called to follow up 9/10 and was advised a new label would be provided in ***** hours of my original request. Received incoming call from Servify 9/11 at 7:57AM HST regarding my request for 2nd day air label. I was told the issue would be corrected and proper shipping label sent in ***** minutes. Received follow up email from same agent advising it would take 1-2 business days to send the new label. Phoned Servify customer service line after receiving the email and spoke with another agent and requested supervisor call back.

  

  Business response

  09/16/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by *************************.
  
  We have provided a replacement device, and the customer is now satisfied and experiencing no issues.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify
  
  

  Customer response

  09/16/2024

   
  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.  However, I strongly encourage the company to address the root issue to facilitate for mail in repairs from ****** that require a 2-day air shipping label.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a ******* Z Fold 6 from the official ******* website. Unfortunately, while traveling back home, I lost the device and immediately reported it to *******. Their customer service team was responsive, and they replaced the lost phone, which I appreciated.However, the replacement device has significant issues. It randomly turns off and on, experiences severe lag, and often freezes, especially when using apps like Snapchat or ****** Maps. This is extremely disappointing, especially for a phone that costs $1,800. Ironically, my older Galaxy S20 FE, which cost less than $200, performs far better than this new device.Despite the replacements, ******* continues to provide me with defective units. I have been requesting me to provide not used one or defective one some of them really good some of them are not having accurate answer. I need to replaced with newer one.

  

  Business response

  09/14/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ************************************.
  
  We have spoken with the customer and informed them that the order for the replacement device has been placed and will be delivered soon.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer response

  09/16/2024

   
  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.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for a replacement phone z flip 5 and the phone ************* sent me is missing a part (liquid damage indicator). I tried to file a new claim to get a 2nd replacement flip5, but they filed it for the wrong phone (a fold6) and sent me the wrong phone. I called them again to let them know I'll be returning the fold6 which they sent me and that I needed to get a new flip5, but after hours on the phone and several phone calls they told me they will not replace it.

  

  Business response

  09/12/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by *************************.
  
  We have provided a replacement device to the customer.
  
  We believe this resolves the issue, and we appreciate the customer's cooperation in returning the defective device.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company provides insurance for my ******* telephone. I originally contacted them on August 26. I followed their instructions and took my phone to an authorized repair place. On the 27th I contacted them again stating per their dealer. My phone needed to be replaced. They sent a new phone to my correct address, however, on the 28th it was delivered incorrectly. ***** had the correct address but they delivered it incorrectly. When I contacted them, they stated I needed to contact the shipper. I contacted the shipper via email waited for a response. On the 29th after not having received an email I decided to contact them via phone. Since I dont have my phone available, I went somewhere else and borrowed one. Was on the phone for about an hour trying to explain that it was delivered incorrectly. After speaking to the **** they said it was being escalated and they would contact me via email. On the 30th I received an email stating it was signed for here is the signature I have gone back-and-forth a couple of emails with them explaining that it was not my address that it was delivered to that I never received my phone. At this point, I need help making them understand that I dont have my product and that it was delivered incorrectly. I dont know what they have to do with ****** but it is not my responsibility to go back-and-forth trying to get this resolved. I feel like nobody is listening to me because I did not receive the package . I did inform them I would be contacting the BBB if I could not get this resolved.

  

  Business response

  09/04/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***********************************.
  
  We have provided a replacement device to the customer.
  
  We believe this resolves the issue and appreciate the customer's cooperation in returning the defective device.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a cracked screen on my ******* Galaxy S23 Ultra and have been paying for ******* Care Plus. When I attempted to file a claim I found it had my old phone listed. My old phone was replaced by ******* Care Plus (Asurion) on or about February 2023. I contacted ******* Care Plus (now Servify) and spoke with ***** who informed me they would not repair my phone because the coverage was for the phone I no longer had and that should be noted on my email receipts. This is false as I have reviewed those receipts and in no place does it show which phone it was for. I have every reason to expect it was currently paying were for the phone I currently owned. I asked what would happen if I filed a claim for a lost phone for the old one and ***** replied that it wouldn't work because Servify was aware the phone was no longer in service (yet they continued to charge me).I have reviewed my emails and found that Servify took over the ******* Care contract in June 2023 long after I ceased having that phone. I did not enroll in any service agreement with Servify and feel that Servify misrepresented themselves through emails that lead me to believe I had coverage. I would like Servify to refund all money they collected from me.

  

  Business response

  08/31/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by ******** *****.
  
  We would like to inform you that the customers plan expired in February 2024. The customer reached out in August 2024, and since the device was damaged after the coverage had ended, we unfortunately cannot provide a replacement device or a refund.
  
  We have already communicated this information to the customer. If you have any additional questions or concerns, please feel free to contact us.
  
  Best regards,
  Team Servify

  Customer response

  08/31/2024

   
  Complaint: 22208361
  
  I am rejecting this response because: I do not believe that Servify/************* read the actual complaint as the response does not seem to relate to what I was asking.  Servify/************* collected money from me to protect a phone that Servify/************* knew I did not have as evidenced by the fact that they are the ones that purchased the phone from me.  I had every reason to believe the ************* charges to my credit card are for the phone I actually owned, not the phone they owned.

  I would like all money charged to my credit card from the point I sent the phone to ************* refunded to me.

  I have attached a copy of my response to an email I received from them this afternoon.

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

  

  Business response

  09/14/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by ******** *****.
  
  We have spoken with the customer, updated the plan to the new device, and the phone was repaired under coverage. The customer has confirmed that the issue is now resolved.

  If you have any other questions or concerns, please let us know.
  
  Best regards,
  Team Servify

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I have repeatedly attempted to contact Servify as well as ******** I am unable to get any help from them due to language issues. They for some reason cancelled my Care + without notification on. When I checked last it was showing as cancelled last month; however, I am not able to see the exact date now as this was suppose to be resolved. I had Care + the entire time its not like I just tried to add it. I was told to update payment method to resolve this even though the current one on file was good. I updated the payment method and once I did they requested diagnostics. The screen is cracked so I tried explaining it would fail diagnostics and I would need the reactivated without it. They are not understanding the request and I am just stuck in a loop with generic responses that are no help. I just need my Care + reactivated without diagnostics so that I can get my screen repaired for $29 vs $400. Please help me get this corrected. Thank You *******************

  

  Business response

  08/31/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We value customer concerns and appreciate the chance to address the complaint submitted by *******************.
  
  We want to inform you that the customers plan was canceled in June 2024 due to non-payment of the plan fee. The customer reached out to us in August 2024 regarding a device issue. Unfortunately, since the plan was not active at the time the device was damaged, we are unable to provide a replacement device or reactivate the plan.
  
  We have communicated this information to the customer and are here to assist with any further questions or concerns they may have.
  
  If you require additional information or have any further questions, please feel free to contact us.
  
  Best regards,
  Team Servify

  Customer response

  08/31/2024

   
  Complaint: 22201660
  
  I am rejecting this response because: ******* has absolutely went to the worst possible customer service ever. They are still having people call that are unhelpful and do not understand English. They still provide the same generic response. The plan should have never been cancelled. I did not request this and there is no reason it should have been cancelled. I am hoping servify will resolve this however this is not acceptable.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to express my frustration with the customer service I received regarding my phone claim Reference ID: JLGGFXNBPFRL After losing my phone, my claim was approved, and I was given two options: same-day pickup or next-day delivery. I attempted same-day pickup, but it was unavailable at the specified zip code. As I am on vacation and not staying in one place, next-day delivery wasn't feasible because I lack a stable shipping address.I contacted customer care to arrange a pickup at any nearby location. However, the agents repeatedly told me to provide a shipping address, despite my situation. They even suggested filing a new claim once I returned home. When I requested to speak with a supervisor, I was placed on hold and then told the manager was unavailable. The agent then advised me to contact a local Best Buy, assuring me they could resolve the issue if the phone was in stock.Following this advice, I contacted and visited three Best Buy locations, only to be told they do not have access to the claim information and couldn't assist me. This false information from the agent has caused significant inconvenience, and my issue remains unresolved.When I called customer service again, I received no help and was again told to wait until I returned home. I requested a call back from a supervisor, but no one has contacted **** request the BBB's assistance in resolving this matter by arranging a pickup at any available location or refunding the cost of my phone so I can purchase a replacement. Please note that the locations I visited have the phone in stock, yet I am being told otherwise.Thank you for your help.

  

  Business response

  09/04/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by *******************************.
  
  We have spoken with the customer and processed the reimbursement for the new device they purchased.
  
  We believe this resolves the issue and appreciate the customers cooperation during this process.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

*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. ↩