THIS IS A COPY OF THE LETTER THAT I SENT TO ASSURANT SOLUTIONS AND THE BETTER BUSINESS BUREAU. I THOUGHT RADIOSHACK SHOULD BE AWARE OF THE THE PRACTICES OF THE COMPANY REPRESENTING THEM.

To whom it may concern at Assurant Solutions, June 8, 2009

We received your questionnaire about your service and decided that we could not possibly fit our experiences with your company on that tiny questionnaire form.
We had purchased four cell phones with Radio Shack just over a year ago on 5-7-08. At that time we also paid for the “2 yr wireless replacement plan” that they offered which was $70.00 for each phone. Just under the 1 year mark of our plan, our troubles began. Here is the history of our experiences with your company from that time till now.

BLACKJACK 2
4-6-09 We called to report a claim – phone loses date/call history info
4-11-09 We called again – no box received yet
4-14-09 Received box
4-15-09 Shipped box back
4-21-09 Received replacement phone
4-23-09 Called to report this phone is worse than original – callers on other end of line unable to hear person on this phone
4-27-09 Called again – no box yet
4-30-09 Received box
5-2-09 Shipped box
5-7-09 Received replacement phone
5-13-09 Called to report this phone - buzzes in ear when in use
5-15-09 This phone stopped working all together
5-20-09 We called again - still no box. Your rep. Marla put in for LEMON refund. Told us to wait for call from provider.
5-25-09 We called again - no call and no box
5-28-09 Received box
5-28-09 Shipped box
6-8-09 No call and no phone. We called your company AGAIN to check status. Jennifer had no answer for why no one had called or responded to our case. She said they will issue a refund for 299.99 plus tax so that we can purchase a new phone. Now we wait 10-14 business days to receive this. No telling how long we would have had to wait for your company to call us to initiate this refund – IF they would have ever called us at all.

We will accept this refund (IF and WHEN it comes) just so that we can move on with our lives. The phones value at the time of our original purchase was $379.99 plus tax without a contract. Apparently this phone
has decreased in value over the past year.

SONY ERICSSON WALKMAN
4-28-09 Called to report a claim – Phone died, won’t turn on at all
5-4-09 Received box
5-4-09 Shipped box
5-7-09 Received replacement phone
5-13-09 Called to report this phone – connection to computer does not work
5-20-09 Called again – no box
5-25-09 Called again – no box
5-28-09 Received box
5-28-09 Shipped box
6-3-09 Received replacement phone

To date this phone also has issues, for some reason the light inside the phone comes on randomly without anyone touching it. We would try to make a claim for a replacement for this phone also but now that we know your practices we don’t want to be without a phone for another 2 weeks just to receive an even worse replacement phone.

This had been without a doubt the worst business experience ever. Not only did your company never hold up to their word as far as when they said someone would call us and didn’t, there is also the fact that each phone sent to us was in its own way worse than our original phones. Over the course of the past 2 months we have continued to pay a cell phone usage bill for 2 phones that we have barely had use of. I have other complaints as well but at this point the list is almost too long to continue. I will however mention that some of your customer service techs that answer the calls, have NO CLUE. Some of them couldn’t even find our accounts. Some were VERY RUDE. Aside from a single call back from Marla, no one there followed up with our continued problems, therefore we had to speak with a new person every time we called, virtually starting over every time. Imagine how frustrating that can be.

I will be sending a copy of this letter to Radio Shack so that they can be aware of the practices of the company that is representing them. I will also be sending a copy to the Better Business Bureau so that my complaints can be recorded there. Maybe in the future, someone can be saved from experiencing the grief we have had to endure, all because we bought a 2 year replacement warranty with our cell phones.

If you would like to read any notes that your representatives recorded about our account, here is our identifying information. Maybe you will be able to find it easier (given the exact same info) than some of your reps.

*Original receipt number: Radioshack 01-6611 Order: 042165

*Reference numbers: Blackjack 2 – 13220931
Sony Erickson Walkman – 13310375

I appreciate you taking the time to read all of my comments. Maybe this will get to someone there who can actually change the way you all do business.


Sincerely, Ron and Deb Williams
209 Jessie Court
Berea, KY 40403
859-248-7183