• Report:  #1517697

Complaint Review: Jitterbug Senior Phone - Carlsbad CA

Reported By:
Kathryn - Mesa, Arizona, United States

Jitterbug Senior Phone
2200 Faraday Ave, Ste 100 Carlsbad, 92008 CA, United States
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Prior to purchasing a new Jitterbug phone, I went to Best Buy to buy an SD card with larger capacity for my Jitterbug 2.  They recommended a 64 SD card, even though the Jitterbug 2 only has capacity for a 32 SD card maximum.  I decided to purchase a new Jitterbug 3 phone online instead, directly through Lively.

On 2/28/22 I ordered Jitterbug 3 to replace Jitterbug 2 due to lack of storage/memory. On 3/2/22 UPS delivered my new phone to someone else. I never received it. Filed police report & contacted Lively. They said they would send out a "warranty" phone, which was a refurbished phone, not a new one.  I paid for a complete new Jitterbug 3 phone.   The Jitterbug 2 was not under warranty so I had no phone to return to them.

They sent me a phone without a charging cord, brick, the pin to open SD card tray, or welcome letter booklet. On 3/7/22 I received the welcome letter packaged in a box all by itself, but still no charging cord, pin to open SD card tray, nor brick to plug the charging cord into.  Meanwhile my Jitterbug 2 phone had no storage and I was unable to complete phone calls.  I called them and said I was sending all of these parts back.

I ordered a complete new phone the next day.  When I tried to activate the new phone, it shut down my old Jitterbug 2, even though the Jitterbug 3 was not able to be activated.  Being a senior, it is crucial I have a phone for 911 service as I had no other phone in case of an emergency.  Finally talked to Robert on 3/12/22. 

He had me order a charging cord on Amazon and they said they would credit me for the total amount of $19.81, which they did.  Meanwhile I checked my online account and got the error message that I did not have an account with Lively and to wait until I had a phone number.  So I considered my account closed as they did not recognize me nor did I have phone service as of 3/19/22.  Lively had the audacity to complain via email that the only other phone number they had for me was a landline phone that I disconnected 2 years ago when I signed up for the phone service.  

I ordered a new Android Tracfone from Amazon and got it the very next day.  Lively would not let me transfer my phone number to my new phone as it did not recognize my password.  The account was apparently closed, although they deny it ever being closed.  No access to account and no service meant that my account was closed.  The last agent named "Marissa" that I spoke with even had the audacity to accuse "your generation of being naive enough to expect perfect phone service."  What an insult!  I told her that I couldn't help being "born in the wrong generation than her."  If it weren't for us seniors, there would be no Lively phone service at all.

Lively refused to pay me for the shipping costs to return the warranty phone by itself.  I told them that if I used their prepaid envelope to return just the phone, that they would send me an identical refurbished phone again without the appropriate accessories.  I paid for a new phone and wanted and deserved a new phone!  So it cost me $8.95 to return.  It cost me another $14.25 to return the complete new phone that would not activate.  Their fault both times, yet they expected me to not only pay for return shipping, but also to pay $36.95 for service on a dead Jitterbug phone for 6 days of spotty service with incomplete calls.

They weaseled their way out of paying me $39.07, which is still owed to me.  They only paid me $129.00 for the new phone and $19.81 for the charging cord I purchased through Amazon.  I talked to so many agents at Lively, but didn't keep track of their names as I didn't realize that this was going to be such an enormous problem.  Meanwhile Lively/Jitterbug is taking advantage of senior citizens by ripping them off and making them think they are not cognizant to their fraudulent practices.

Not once did a Lively agent say "what can we do to make this right for you?"  Horrible customer service and lack of communication.

In all honesty I found that my new Android Tracfone was much easier to use than the Jitterbug senior phone and cheaper, too.  All I can say to potential future Jitterbug buyers is that a regular Android phone is much easier to understand and operate than any Jitterbug phone.  Stay away from this company as they employ arrogant, incompetent agents that blow off seniors.

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