DEVICES NOW Customer Service -- I think NOT !!! St. Augustine, FL Internet
After reading the other reports I should consider myself lucky. The payment of $300 is still pending on my credit card and I have notified the credit card company to make sure it doesn't go through. I ordered the phone and then I got an email from them asking me to call them because my order was in "payment review". Call them? Yeah, right. Their answering service basically says "don't bother us". It says to go online to chat with a representative and the "chat now" button doesn't work. I have emailed them at least 15 times for them to call me and I got no response. What has happened to customer service? It sure doesn't exist here in the state of Florida.
1 Updates & Rebuttals
Admin
St. Augustine,Florida,
USA
Standard Procedure for Payment Reviews
#2UPDATE Employee
Fri, October 20, 2017
Unfortunately, consumers do not understand what happens on the back end when they place an order. For our system, when an order is placed, a software program we use rates the likeliness of the order being fraud from 0-100% based on a variety of things. Orders that come in over a certain percentage risk score are automatically sent over for payment review.
It is standard procedure to ask a customer to call in to us as this is part of the process in determining fraud. My apologies to the customer if they were not able to get through as sometimes our call/ticket volume can run high. Also, because the customer stated that they emailed 15 times, it should be noted that emails are answered from the oldest to the newest. When a customer repeatedly submits emails before being responded to (our ticket response does state it may take 24 hours), it just keeps making the ticket "new", which essentially pushes them to the bottom of the que.
After 3 business days of not hearing back from the customer, it is submitted to a 3rd party company for verification. At that time, the order is either processed through or cancelled out and refunded back to the customer (or if it was pending, the pending money is released).