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As a summary, my experience with this company has been absolutely detestable. I contacted this company countless times over almost FIVE MONTHS and my issue, in my eyes, was never resolved. Their employees basically read me a script every time I contacted them. Speaking to their supervisors was like talking to a wall. In addition, they were at times incredibly rude and very uninformed. The things they told me were very inconsistent; I consider them down right liars. At one point, an associate even raised his voice to me and told me that I was not allowed to call back until after a certain date even though I had called in inquire about the status of my replacement device. If I had been treated with honesty the situation would have never happened in the way it did.

I purchased Emerson Bluetooth headphones (EM517) from Groupon on October 22, 2013. I received them in early November. They worked very well for a few months until they completely stopped working. I contacted Emerson (actually Southern Telecom because they own Emerson, Sharper Image, and a few other companies). I contacted Southern Telecom for the first time, as my records indicate, on March 13, 2014. The headphones had a one year warranty & they initiated a Service Replacement Order or "SRO." I was instructed to send my device back, and once they received my device it would be 4-6 weeks before I received my replacement device. I did not receive my "replacement device" until May 1st (which was SEVEN weeks later). The Emerson EM517 bluetooth headphones are earbuds. I purchased earbuds specifically because I used the device at work and while driving and I wear glasses so earbuds are the other type of headphones I am comfortable using. The reason I am going into such detail is due to what I received as a "replacement." I was under the impression that I would be receiving the same headphones, at least the same orientation of headphones. I received a product from Sharper Image (SBT511), not Emerson. Also, these headphones are designed to wrap behind the head.

I contacted Southern Telecom the day I received the device (May 1st). I told them that if I had been informed of the different orientation of the device that I would have mentioned that I wear glasses. They apologized and told me to keep the headphones as a "gift" although I offered to send them back because they would not be used. On May 5th, I received an email from Southern Telecom saying they initiated another SRO. When I talked to them on May 1st, I was informed that they would send a replacement device & I should receive it within 4-6 weeks. I waited patiently this time for EIGHT weeks. I called mid June and inquired about the status of my shipment. I talked to three different employees that day. Each time I called the company, I had to retell my story each time, even though they said they had notes on my calls and inquires. Each time, I was never given any information, let alone pertinent information on the status of my return. I was told, very rudely, that I was not allowed to contact them again until after July 6 if I did not receive my device by that time!!! I asked if I should expect to receive the device and the answer that was given was "I don't know." What type of company tells a customer that they cannot call them!? Also during this phone call, the associate, in a rude manner, told me that it was never guaranteed that the replacement product would be like the original product purchased. Yes, that it is what they told me. This is comical to me, still. I again maintained I was never informed of such, which I was not. He responded with an attitude and said it "clearly" states in the email they sent me that the replacement device is a "replacement" and therefore not guaranteed to be the same product. The email in no fashion "clearly" or even ambiguously states anything of the sort. I have copied and pasted the email at the bottom of this post.

This time I waited until July 9 to call back, after nothing was received in the mail. When I called, I had to explain again the situation in its entirety. I was transferred three different times and I finally got a hold of a supervisor. He had nothing to say except for the same script the other associates would say. They would say they were working on getting a replacement device to me. Yet they could not establish a timeline or even a product description of what I would be receiving. I again explained that I had glasses & I needed headphones that would not interfere with that After being on hold for 45 minutes, I was promised a call back within 48 hours.

I never received a call back and I waited until July 16 to contact them again. The associate told me that I had already been sent the replacement device. He seemed just as surprised as I did when I asked why I was never informed that I had been sent a device. The associate then emailed me the package insert of the device so I knew what I would be receiving. I received the device on July 22nd. This device did not wrap behind my ears, but wrapped over my head. I would never buy headphones like this but I did not argue, I was exhausted.

In the mean time, I purchased earbuds from a different company. I unfortunately received a faulty device. I contacted the company via email and within ten days of showing proof of purchase, I received a brand new replacement of the exact pair that I had purchased. I did not have to send the faulty pair back. This extremely positive experience motivated me to share my detestable experience that lasted almost 5 months. The differences in dealing with customer service between two different, competing, companies was astonishing.

Reason of review: Poor customer service.

Monetary Loss: $24.

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