Complaint Review: Cellular Distribution Strategies

On 15Sep2012, I received email from you at the start of this process based on your tv ad.             

Hello Robert,

Thanks for deciding to cash in your devices with Totem. Prepare for an extra $59.37 in your pocket and a new life for your old electronics. Just wait till you see how easy the whole thing is.

You will receive your mailer shortly, which will include everything you need to send in your old devices.

That's it! If you have any questions, the fastest way to reach us is:

hello@HelloTotem.com | Live chat at www.HelloTotem.com

Our support team is here for you 5 days a week, 8am 5pm, PST. Thanks again for choosing Totem!

Your friends at Totem


On 02Oct2012, I received an email 

Hello and Thanks for choosing Totem!

It has been 4 days since your postage-paid mailer was shipped.Time to cash in on that old device!!

If you haven't gotten it just yet, give it another day or two... email Hello@HelloTotem.com if it does not show up by then.

If you have already received your mailer, here are some things to remember when shipping us your package:

________________________________________

1) It may say FedEx on it, but drop this off right in your mailbox for pickup! We use FedEx SmartPost, an awesome service that starts off with your local Post Office and is picked up by FedEx later that day at the Post Office. Your FedEx tracking number is 02394653014820039633.

2) Be sure to secure your package. Prior to shipping the device we recommend a few layers of tape to make sure the box doesn't openduring travel.

3) Start thinking of ways to spend your money. We recommend purses, tickets to the game, the newest device, maybe try a new restaurant... have some fun with it!!

Thanks as always for your business & your trust. We look forward to making you another one of our thousands of satisfied customers!

The Totem Team.

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Copyright 2012 Totem, All rights reserved.

Our mailing address is:

Totem
6370 Lusk Blvd
San Diego, CA 92121      

On or about 29Sep2012, The return box with 2 phones in it was sent back with the following FedEx tracking (#02394653014820039633).

Oct 9, 2012 3:50 PM Delivered SAN DIEGO, CA
Oct 9, 2012 5:41 AM Departed FedEx location FEDEX SMARTPOST CHINO, CA
Oct 5, 2012 2:31 PM Arrived at FedEx location FEDEX SMARTPOST CHINO, CA
Oct 5, 2012 9:37 AM Departed FedEx location FEDEX SMARTPOST LOS ANGELES, CA
Oct 5, 2012 7:18 AM Arrived at FedEx location FEDEX SMARTPOST LOS ANGELES, CA
Oct 3, 2012 11:26 PM Departed FedEx location FEDEX SMARTPOST SALT LAKE CITY, UT
Oct 3, 2012 10:27 PM Arrived at FedEx location FEDEX SMARTPOST SALT LAKE CITY, UT
Oct 3, 2012 7:05 AM In transit MAGNA, UT In transit to shipper/merchant
Oct 2, 2012 10:45 AM In transit MAGNA, UT In transit to shipper/merchant
Oct 2, 2012 10:45 AM In transit MAGNA, UT In transit to shipper/merchant
Sep 26, 2012 4:13 PM Shipment information sent to FedEx 

On 18Oct2012, after checking your website multiple times since FedEx showed delivery and seeing no updates I filled out a service ticket request.

Request #3571
P598840

Oct 18 10:20 am 

Date: 10/18/2012 1:20:08 PM From: robert.jelf@usa.net (Robert Jelf)

FedEx show it was delivered to you on 09Oct2012 and yet as of today (18Oct2012) your online system show no status for the 2 phones I sent.

Can you Please advise.

On 23Oct2012, with still no update I called your 888 number and updated the service request ticket as below.

October 23, 2012 08:44 am

OK today is 23Oct2012 and I have had no response to my request. I have called you toll free and it said it was after hours, your hours are 8am-5pm and the time was 833am San Diego time. You advertise I can follow the whole process online, however I have yet to see anything on your site. FedEx shows delivery Oct 9, 2012 3:50 PM, I believe this is sufficient time for you to have at least posted receiving my 2 phones. I have emailed with nothing but and auto response and have set up this ticket with the same response. This matter needs to be resolved ASAP to avoid further action.

On 23Oct2012, My ticket status still shows the following

Ticket Status

This request is awaiting assignment to a help desk operator

You will receive a notification when the request status is updated by our staff

On 23Oct2012, at aprox 9am San Diego time I tried your chat on your website with the following response

Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

This continuing on for more than an hour.

At this point I have tried everything  expect postal mail. If that becomes necessary, I will be forced to fill more formal complaints with the legal authorities in both your state and mine. I now expect the quoted 59.37 to sent to me via Paypal at once.