Letstalk - Review Of a Negative Customer Service Experience

Submitted by Hannes Schmidt on Tue, 08/22/2006 - 16:35.

To make a long story short, do not ever shop at Letstalk.

I ordered two Motorola E815 cell phones from Letstalk on July 06, 2006 along with a Verizon family plan for my wife and I. The two handsets arrived on July 11. The two holsters I had ordered for the phones were too big although Letstalk advertised them as accessories for the E815.

After a week the battery of one of the phones started to show signs of a defect. Although it had been charged all night, it would only hold the charge for 10 hours without any calls made or received. A call to the Letstalk customer service number yielded an RMA number that was needed to send the phone back to Letstalk for exchange.

I sent the phone and all accessories back to Letstalk via DHL. The only thing missing was the original packaging for which I was going to be charged $25 (!) according to the Letstalk customer service representative I talked to. My shipment was delivered to Letstalk's receptionist on July 27, 2006.

For one week I didn't hear anything from Letstalk. I called their customer service line again and was told that a Letstalk technician had detected water damage to the phone, that the manual was missing and that the phone could not be repaired or exchanged and would be returned to me. As a matter of fact, I had returned the manual. The conversation with the Letstalk customer service representative was an Eliza-like experience. When I tried to explain my consternation about the missing manual, she would repeat the same sentence over and over again until I hung up, furious.

Two weeks passed but the phone had not been returned. My wife called the Letstalk customer service on August 14, 15, 16, 17, 18, and 19. During every single of these calls she was put on hold for 5 to 25 minutes and everytime the bottom line was that nothing could be done until the warehouse revealed the location of the phone. There seemed to be a patent lack of communication between the warehouse and the customer service, but my wife was repeatedly assured that "a manager will call the warehouse today" or "a manager will personally walk down to the warehouse to find the phone". Additionally, every single operator my wife spoke with promised to call her back within an afternoon to confirm the status of our case. None ever did.

When my wife (now also furious) began a new round of calls on the 21, 22, and 23 of August, she demanded that a new phone be sent to us to replace the long-lost Motorola, which had now been missing in the vortex of the letstalk warehouse for nearly five weeks. Again, the letstalk representatives seemed very talented at worming their way out of assisting us. First it was "we'll look into getting you a replacement phone", then "the order for a replacement phone will go out at 10:00 am tomorrow" then "the order will go out sometime this afternoon". Now the order is lost in the Letstalk vortex, and my wife has been without a working phone for six weeks.

We will continue along in this vein until a) we become so enraged and/or disillusioned that we cannot stomach talking to a letstalk representative ever again or b) Letstalk actually sends us a replacement phone (but don't hold your breath on this one).

Save yourself the headaches -- don't ever shop at Letstalk.

Update, 08/28/2006: They sent us a used Motorola V60s as a replacement. This basic, ancient phone is clunky and has none of the features that we bought the E815 for (no color display, no camera, no bluetooth, no voice dialing). It's easy to tell that it's used because the previous user's shipping and return receipts were still in the box. We even know their name, address and phone number. In the unlikely event that the previous owner is reading this: If you bought a Motorola V60s from Letstalk last year and your phone number ends in 3869, contact me.

Update, 09/22/2007:They also gave my email address to spammers (I can tell because I use a unique address for every retailer/website that I register with).

( categories: Dummy )
Submitted by Anonymous on Tue, 01/17/2012 - 22:36.
I'm having some issues with my new phone. I really hope they pull through on their promise of great customer service! I'm blogging my experience at my blog.
Submitted by Anonymous on Mon, 07/12/2010 - 11:42.
They're awful. Never again.
Submitted by Anonymous on Fri, 10/30/2009 - 10:20.
Letstalk customerservice is by far the worse I have ever dealt with. I was trying to get information about my previous purchase and the customer service rep did not try to attempt to help me. I bought the phone from them and activated it from them but the rep told me they had no record and believed that I was lying. instead of attempting to help she was so rude and so quick to get me off the phone she basically rushed me off the phone not before i was able to call her a ***** before she hung up on me.
Submitted by Anonymous on Tue, 09/15/2009 - 08:38.
I ordered a replacement phone as my wife didn't like the original phone received and was told it would cost 99 cents, then I got a bill for $99 - apparently the price of the phone can change on a day to day basis so they can ultimately charge you what they like! The phone itself went on backorder after I ordered it.... I'm waiting on a supervisor call back...
Submitted by Anonymous on Sat, 12/06/2008 - 15:31.
What an ugly experience i have had with this so called company. waiting on the phone for 30 minutes....terrible customer service....they are pretty close to just being scamming busniness.
Submitted by Anonymous on Wed, 09/03/2008 - 17:09.
Agreed! NEVER SHOP AT LETSTALK.COM!! I bought a phone through them and wanted them to extend my current contract. Instead they issued me a new phone number, and when I complained, they disconnected the new number and charged me a $250 early disconnect fee. Customer reps did the same thing, continuously repeat the same sentence verbatim until I hung up, "There is nothing we can do at this time, is there anything else I can help you with today?". After 2 months of calling them, they refuse to issue me a refund and extend my current contract. So instead of paying $25 after rebate for my phone, I now paid $300!