ComplaintsforBlueCosmo Satellite Communications

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased all of my equipment (Iridium Go), accessories and prepaid from this company. It did not work at first and required technical assistance to get operational. The phone is for emergency use. Before any long trip I take I take it out and inspect everything and test it. During my recent pre-trip test the Iridium Go app on my phone would no longer communicate with the Iridium Go device and produced login errors. I reset the device multiple times, changed the wifi channel, uninstalled and reinstalled the app. I even attempted to use a different smart phone with the app. Same problem every time, the login attempt would fail. I have called for technical assistance multiple times. The 'technical assistance' is little more than an unskilled person with a queue card they are reading from. The second call resulted in me reinstalling the firmware on the device after discovering how to do it. The technical support rep at BlueCosmos had no idea how to do it. This did NOT fix the issue. Same problem. I can't login with the default credentials. Bluecosmos used to have very skilled technical assistance, but they have apparently now outsourced this service to highly unskilled individuals. I have an $825 prepaid card for this device that is now worthless because the device can NOT be used with any smart phone. And calling Iridium results in being told that the issue is with BlueCosmos, the provider of the service, and who I purchased the Iridium Go from.

  Business response

  07/20/2023

  Hello BBB,

  We kindly request you re-open this complaint and **** as resolved. 

  We have made repeated attempts to contact the customer back regarding this complaint with no reply. 

  Customer has subsequently viewed our recommended knowledgebase articles and ****ed the issue as 'solved' of their own accord. Please see the attachment (screenshot from Zendesk). 

  Customer's initial complaint was unwarranted- they claim we have outsourced our CS and have less tenured agents now which is not the case. 

  Certain technical issues require escalation to our Tier 2 tech support which was done in this case but it seems customer filed the complaint before speaking with our T2 team. 

  Customer was able to resolve their own issue using our self help documents-- much of their frustration stems from user errors and impatience on their part. 

  If you require anything further, I would be happy to connect in place of **************************

  Please contact me should you have any questions or need anything further to close this off. 

  Sincerely,

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

  Customer Support Manager

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

  Customer response

  07/20/2023

   
  Complaint: 20217706
  
  I am rejecting this response because:  There was no impatience on my part.  That response is insulting.  I was forced to use self help and to call multiple times to get the issue resolved because the first person that I spoke with at Blue Cosmo did not understand the issue, how to troubleshoot it, nor how to escalate it.  So yes, the issue was resolved through my tenacity and perserverance, qualities that result from being 'patient' and not from being 'impatient.'  Perhaps Blue Cosmo should better train their support staff and own responsibility for the issues associated with this experience.  
  
  Sincerely,
  
  *************************

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