Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/22/25 a charge of $10.61 appeared out of the blue on my bank statement saying "Purchase Authorized" computer 267-954-0100PA S385081373233797.I DID NOT authorize this purchase and have not done business with this company since May of 2021 when my service contract expired. My EMail to the company dated 3/28/25 asking for an explanation of the charge and that the $10.61 be credited to my account has gone unanswered, with not even an acknowledgement.

  Business Response

  Date: 04/07/2025

  Ms. ******,

  We're sorry for any confusion caused by this charge to your **** card.

  Please know that it has been refunded, and no further charges will be incurred.

  We had not received any communication regarding this charge, by phone or email. Perhaps your email was not sent or sent to an incorrect address.

  This charge was for our VIP ************************** which was never cancelled. Our billing system charged your chard $10.61 on 3/22/25. 

  The monthly charge for this service had been unable to bill due to the card on file being closed, but it appears our payment processor updated your card to a valid one which replaced your previous billing method.

  I have made sure though, that this charge is now refunded and the payment method has been removed from your account to avoid any possible charges going forward.

  Thank you for letting us know, and if you have any other questions please contact our ****************** at ************.

  Sincerely,

  **** ****

  Manager, Customer Experience

  Customer Answer

  Date: 04/18/2025

  As I had advised I was not able to get through to BBB with the code number provided originally. I have since received a credit to my account from ********************** and

  I am satisfied. Thank you for resolving the issue

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  cannot support apps that i have for. App does not work I have contacted the app, helped me as much as they could but was told Telikin needed to upgrade because many changes had been made. Help support did not agree so I still cannot complete a purchase with Telikin's app all of this is the Instacart app. Instacart support was much more helpful than Telekin.

  Business Response

  Date: 04/22/2025

  From:   **** ****
              Manager, Customer Support
  
  Re:  Complaint ID  ********;  ****** *******
  
  Ms.*******, thank you for your feedback regarding your computer and customer support experience.
  
  We understand you are having trouble with Instacart with the Telikin computer.  We can assure you that Telikin works with Instacart. Many of our customers use Instacart,
  
  According to our records, the issue is that ********* has sent you a text message to verify you phone on the account. We called you back on your land line so you could look for the message.  At that time, you did not receive the text message and we advised you to call Instacart.
  
  From your complaint, it seems the issue was resolved with Instacart.
  
  At this time, there does not seem to be any problem.  We will be happy to assist if you need further help. Please dont hesitate to give us a call at ************ for any help you may need with your computer.
  
  Sincerely,
  
  
  **** ****
  Manager, Customer Support

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff AT. The consumer purchased a computer approximately 18 months ago. The cost for the computer was $849.00.  The monthly payments were to be $98.90, but the consumer made monthly payments of $200.00 to pay off early. The consumer is getting charged $19.95 per month and she does not understand the charge. The business says it is a warranty charge and she must continue to pay it for the life of the computer. She has called the business several times. Once she was told she did not have to pay the monthly charge so she stopped paying. The business shut her computer down. She is paying the monthly charge again.  She was told she could buy her rights for $230.00 to stop the monthly charges of $19.95. The consumer does not think she agreed to the monthly charge at the time of the purchase. The consumer would like an explanation of the monthly charge.

  Business Response

  Date: 04/23/2025

  
  From:   **** ****
              Manager, Customer Support
  
  Re:  Complaint ID  ********;  ********* ******
  
  I have reviewed the call recording between Ms. ****** and our Sales Representative ****. The purchase options were clearly communicated, and the $19.95 Telikin Complete subscription was discussed during the call and again during the recap before payment was accepted. The pertinent points of the call recording are transcribed on the last page of this response.
  
  When purchasing the computer, our customers have the option to purchase the software outright or purchase it as an ongoing subscription. By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300 and the software subscription is bundled with several additional services.
  
  We provide this option at the time of sale, and we allow our customers to change their mind at any time and buy out the software for $230.
  
  The $19.95 subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. If one chooses to buy out the software subscription, the services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand.
  
  We feel this is a great solution for seniors since there is one number to call for any problem.  Hardware, Software problems or just general help.  We can provide this at a reduced price since everything comes from one vendor and we staff our support with enough US base agents to be able to connect to a live human on average within 2 minutes for priority support. 
  
  
  Typical Windows Computer Vs.Telikin
  
  Applications ********* $7.50 / mo. -  Telikin Included
  Virus Protection McAfee $7.80 / mo. -  Telikin Included
  Data Backup Carbonite $6.95 / mo. - Telikin Included
  Technical Support Geek Squad $19.95 / mo. -  Telikin Included
  Accidental Damage and Warranty Square Trade $8.33 / mo. - Telikin Included
  
  Total Over $50 / mo. Vs Telikin $19.95/mo
  
  Telikin has been in business since 2010 and has had the pleasure of providing over ******* customers with ******************** specially designed for seniors. We have a strict Quality Control program with our sales process. We require our sales representatives to clearly explain the Software subscription option during the sales call when price is discussed. We also require them to review the options in the recap of the purchase before the sale is completed.  We review sales call every day to ensure quality.  We are not perfect, but we do make our best efforts to ensure our sales presentations are clear.
  
  Again,we understand that there may be a lot covered in the sales call and that is why we offer the option to change their mind and buy out the Software Subscription at any time.
  
  We would like to help Ms. ****** with any of the three choices:
  
  1) Provide the Software Buyout for $230. She will have full access to the computer with no monthly cost and standard customer support. She would no longer have VIP support, automatic data backups, speech to text and text to speech or warranty with accidental damage protection.
  
  2)Continue the software subscription at $19.95 and have continued VIP Support, automatic data backups, speech to text and text to speech and warranty with accidental damage protection.
  
  3) She may load ********* Windows software on the computer and use it as a typical Windows compute, and we can suspend billing on the subscription so that there are no further charges. Once Windows software is loaded on to the computer,customer support and warranty are no longer offered.
  
  You may reach us Monday Friday from 9A to 5P EST at ************ and let us know which option is desired, or if you have any other questions or concerns not addressed in this letter.
  
  Sincerely,
  
  
  **** ****
  Manager, Customer Support
  
  

• Initial Complaint

  Date:10/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called VIP Support. A technician answered the phone who gave me the impression that he was upset about something. probably just taking care of customers all day long. I can understand that that can be pretty tough, but that doesn't excuse his hanging up on me after a long silence. Then, i was writing my first draft of the complaint, and i saw that the technician had disconnected from my computer. So, i came back to where i was writing the complaint, and started over. I was nothing but a average customer to him, i thought, but apparently i didn't understand him and he hung up. I have a lot of problems in my life, but, i don't hang up on people i'm talking to, in the middle of a call. That is unprofessional, and rude, to do to a customer. i just requested that he deactivate my ******** account for me, because i didn't know how to do it. We were making progress towards doing that, then there was a long silence, and i said something to him, and he didn't respond. Then, i started to inquire about why he didn't respond and i saw that he hung up. That is certainly not how Telikin trains it's technicians to do when they learn how to be a tech. So, i made am making a complaint about him, for hanging up the phone, in the middle of a call for phone support. Awhile ago, i was told that i would get a new computer, because mine was broken, and i received my old computer back, instead, although it was repaired, i guess you could say. Telikin makes a fine product, and they are thought of very highly, but now i am beginning to realize that i should have received a new computer, because i was told i would receive one. I am holding this technician to the rules of how a technician should behave when he is serving his customers. He failed miserably with me, in the situation i just described to uphold those rules.

  Business Response

  Date: 11/05/2024

  
  From:   **** ****
              Manager, Customer Support
  
  Re:      Complaint ID: ********, *********** ****
  
  Mr.****,
  
  Thank you for taking the time to explain your concern to us.   I looked into the call on 10/14/24 and you are correct. There was an extended silence and then the call ended. I looked into other calls received by this agent and noticed that he had multiple calls where there were long silence periods. In addition, on multiple calls he did not leave a call log.  This is against our policy and procedures.  We have dismissed this agent.  Please know that this is not representative of our typical customer service.
  
  I appreciate the feedback to improve our quality. I apologize that this happened.
  
  We have 35 Customer Support representatives, most of which work remotely.  Sometimes an individual helping you may have technical difficulties resulting in the call ending, but this is not common and we al
  
  We do our best to review calls between our representatives and customers to check for quality. Sometimes we rely on customer feedback such as yours to address issues.
  
  As for your computer which was sent to us in December of 2023, you are enrolled in our Telikin Complete Subscription plan. This subscription includes a warranty which provides you with free repair or replacement in the event the computer cannot be repaired.
  
  We received your computer on 12/29/2023, Serial Number ***************. We did indeed send out a replacement computer, Serial Number *************** on **/**/2023 due to the keyboard not functioning properly.
  
  Thank you again for your feedback and for continuing to allow us to assist you with your computer needs. Should you have any other issues in the future, please do let me know.
  
  Sincerely,
  
  
  **** ****
  Manager, Customer Support
  ***********************************************************

• Initial Complaint

  Date:09/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this computer because **** is was sending it through their magazines every year with miss leading information about when you paid it off wanting $20.00 a month and when you don't want and need it they cut you off you even use it to do anything but page saying send money to have it turned back on reap pin off people it's shame help older people and grandkids we can't talk anymore Help tell AAAP not ,too put in Magazine they at fault too shame

  Business Response

  Date: 09/23/2024

  From:   Seth Gold
              Manager, Customer Support
  
  Re:  
      Complaint ID  22238481; 
  Betty Fuller
  
  When
  purchasing the computer, our customers have the option to purchase the software
  outright or purchase it as an ongoing subscription. By choosing to purchase the
  computer with the software as a subscription, the upfront cost of the computer
  is reduced by $300 and the software subscription is bundled with several
  additional services.
  
  We
  provide this option at the time of sale, and we allow our customers to change
  their mind at any time and buy out the software for $230.
  
  The
  $19.95 subscription plan provides the software subscription, priority customer
  support, tutorial support, speech to text, text to speech, automatic data
  backup, automatic software updates as well as a full warranty with accidental
  damage protection. If one chooses to buy out the software subscription, the
  services are no longer provided, but the computer is fully functional with no
  monthly cost. When the computer is delivered, it displays the Software
  Subscription Agreement at startup. The agreement explains the services, cost
  and buyout option. We try to make the agreement clear and easy to understand.
  
  We
  feel this is a great solution for seniors since there is one number to call for
  any problem.  Hardware, Software problems
  or just general help.  We can provide
  this at a reduced price since everything comes from one vendor and we staff our
  support with enough US base agents to be able to connect to a live human on
  average within 2 minutes for priority support. 
  
  Typical Windows Computer  Vs. Telikin

  Applications (Microsoft) $7.50 mo.  Vs. Telikin Included
  Virus
  Protection (McAfee) $7.80 / mo. Vs.  Telikin Included
  Data
  Backup (Carbonite) $6.95 / mo. Vs.  Telikin Included
  Technical
  Support (Geek
  Squad) $19.95 / mo Vs Telikin Included
  Accidental Damage and Warranty (Square
  Trade) $8.33 / mo. Vs. Telikin Included
  
  Total Over $50 / mo.  Vs. Telikin $19.95/mo
  
  Telikin
  has been in business since 2010 and has had the pleasure of providing over 155,000
  customers with computers specially designed for seniors. We have a strict
  Quality Control program with our sales process. 
  We require our sales representatives to clearly explain the Software
  subscription option during the sales call when price is discussed. We also
  require them to review the options in the recap of the purchase before the sale
  is completed.  We review sales call every
  day to ensure quality.  We are not
  perfect, but we do make our best efforts to ensure our sales presentations are
  clear.
  
  I have
  reviewed the sales call with Mr. Fuller, and the sales agent Katie who clearly
  explained the Software Subscription. The Software Subscription was explained as
  reducing the cost of the computer to $799 with the monthly subscription cost of
  $19.95. She goes on to explain the services included with the subscription
  explaining that it is a monthly fee for as long as the software and services
  are used.
  
  Ms.
  Fuller spoke with one of our Customer Support Supervisors who explained the
  subscription service and cost on 11/16/2023. She was made aware that the
  service may be suspended and resumed at any time. On 11/22/2023 Ms. Fuller
  opted to suspend her service.
  
  We
  would like to help Ms. Fuller with any of the three choices:
  
  1) Provide
  the Software Buyout for $230. She will have full access to the computer with no
  monthly cost and standard customer support. She would no longer have VIP
  support, automatic data backups, speech to text and text to speech or warranty
  with accidental damage protection.
  
  2)
  Continue the software subscription at $19.95 and have continued VIP Support, automatic
  data backups, speech to text and text to speech and warranty with accidental
  damage protection.
  
  3) She
  can load Microsoft Windows software on the computer and use it as a typical
  Windows compute, and we can suspend billing on the subscription so that there
  are no further charges. Once Windows software is loaded onto the computer,
  customer support and warranty are no longer offered.
  
  You
  may reach me Monday – Friday from 9A to 5P EST at 267-695-3019 and let me know
  which option is desired, or if you have any other questions or concerns not
  addressed in this letter.
  
  Sincerely,
  
  Seth Gold
  Manager, Customer Support

  Customer Answer

  Date: 09/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: 22238481
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  Regards,
  
  
  
  Betty `fuller
  
  
  
  They told me, I could pay off never say, anything about you would have too keep,paying a month bill,for ever and ever,just block it not fair to customers 
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/08/2024

  From:   Seth Gold
              Manager, Customer Support
  
  Re:  
      Complaint ID  22238481; 
  Betty Fuller
  
  I have
  reviewed the sales call recording between Mr. Fuller, and the sales agent Katie
  who clearly explained the Software Subscription and the requirement to pay each
  month for the subscription. I have transcribed the pertinent points of the
  call:
  
  ---
  
  [Katie
  7:05]:  I recommend our subscription
  program; you'll get a further reduced rate on the computer so you'll pay much
  less and we provide our software as a monthly subscription and we include our
  technical services with that. This reduces the cost of the computer to $799 and
  then you'll have a monthly subscription of $19.95. You'll get the programs,
  virus protection and updates. On top of that you'll get talk to text function.
  You also get access to our VIP program, if you're ever having trouble doing anything
  you'll get priority calling and remote tutorial support - it's basically like a
  private computer lesson for you.
  
  [Ms.
  Fuller 8:45]: So it's $700 if you do the monthly plan, that's what you are
  saying?
  [Katie]:
  Yes, so it's $799 and then you pay $19.95 per month
  
  [Ms.
  Fuller]: and you pay $19.95 per month for how long?
  
  [Katie]:
  It's required to pay for as long as you want to use the software and services.
  You also get accidental damage protection, if you spill something on the
  computer, you drop it and it breaks or anything at all we repair or replace it
  at no cost to you
  
  ---
  
  We
  understand that there may be a lot covered in the sales call and that is why we
  offer the option to change your mind and buy out the Software Subscription at
  any time.
  
  We can
  provide the following options for Ms. Fuller:
  
  1) Provide
  the Software Buyout for a discounted price of $175. This normally costs $230. She
  will have full access to the computer with no monthly cost and standard
  customer support. She would no longer have VIP support, automatic data backups,
  speech to text and text to speech or warranty with accidental damage
  protection.
  
  2)
  Continue the software subscription at $19.95 and have continued VIP Support, automatic
  data backups, speech to text and text to speech and warranty with accidental
  damage protection.
  
  3) She
  can load Microsoft Windows software on the computer and use it as a typical
  Windows compute, and we can suspend billing on the subscription so that there
  are no further charges. Once Windows software is loaded onto the computer,
  customer support and warranty are no longer offered.
  
  You
  may reach me Monday – Friday from 9A to 5P EST at 267-695-3019 and let me know
  which option is desired.
  
  Sincerely,
  
  Seth Gold
  Manager, Customer Support
  

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year and a half ago, I bought a computer and on the contract I signed it said it would be $179 down and $179 a month. On the 14th payment I got scammed and the bank cancelled my debit card. They wouldn&#**;t send me a bill so I sent a check. Finally I had to call them and told them if they send me a bill, I will pay it. The payments were supposed to be $79 a month for 14 months. In Jan. 2024, they raised the payment to $82.33 a month. They owe me $20 for overcharging me on a payment. I sent them the final check and they cashed the check. It is paid in full. They charged me a $10 late fee because I got scammed. I paid this off in full and that is all I owe them.

  Business Response

  Date: 09/09/2024

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID  ********; *****************************
  
  ***************,
  
  Thank you for being a valued Telikin customer. I have reviewed your account regarding your monthly payment agreement.
  
  I have cancelled any late fees associated with your account and concluded your lease plan. The payment plan for your computer is now completed; there is no further balance owed.
  
  It appears that we had not billed you for sales tax for any payments starting from your initial deposit payment in May 2023 through December 2023.
  
  As our company grows, we pass the threshold where we are required to collect and pay sales taxes in certain states. In January 2024, we crossed the threshold for the state of ********. As such we are now required to collect state sales tax on monthly payments.
  
  As noted on your payment agreement, residents of *************************** will also have to pay a Sales tax of 4.23% on all lease payments and deposit. For a monthly payment of $79.00, the tax would amount to $3.34 making the monthly payment amount $82.34. Your payment plan agreement may be viewed on your computer,and I have mailed you a physical copy as well for convenience.
  
  You may reach me Monday Friday from 9A to 5P EST at ************ if you have any questions or concerns not addressed in this letter.
  
  Sincerely,
  
  *****************
  Manager, Customer Support
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom ordered this computer on 08//03/2024. I called on 8/19/2024 to return it. First, number I called and waited for more than 15 minutes before getting an agent. Then I was told I needed to call another number. Dialed that number; Waited awhile before getting an agent that acted as if she could not hear me and hung up. I called back, of course waiting for an agent for quite some time, once I got someone, he took all the information and told me someone name ******** would be back. I asked how long, He stated withing 48 hrs. I said it makes no sense because all I want to do is return the computer. The agent stated that he got all the information he needs, and he sends it over to ******** and she will call back to ask more questions of why I want to return it. That I may need to get ****** on the phone because she needs to let ******** know that I have authorization to talk to me about her return. I state no problem if that's what you need but I handle all of my mom stuff and never had a problem especially with returning something. She doesn't want the computer and should not have ordered it. Basically, this computer is taking advantage of vulnerable adults. Our seniors, will believe most of anything that someone makes it seems good and don't understand the depths of people will take advantage of them because of their age or someone who hack them and etc. When I hung up with him, instantly some guy called and acted as if I had called him. I told him that you just called me, how can I help you. He stated again he was from ******. I said of but that is all you saying. The person, I just hung up with said ******** would be calling me. After going back and forth with him. He said he was calling to get some information on why I wanted to return the computer and that he will give it to ******** and then she will call. As I started to setup the computer, I am asking my mom how much this cost did, why is she paying a monthly subscription, why she even orders a new computer.

  Business Response

  Date: 09/04/2024

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID ********; ***************************
  
  We apologize for any frustration in the return process for your mothers computer.According to our records, the computer was returned and processed for a refund on 8/27/2024. A refund was issued, on the same day, to the credit card used for the initial purchase.
  
  If someone other than the purchaser calls to return or cancel their order, we need to be sure the purchaser wants to return or cancel. Should someone be calling on their behalf we would need either a Power of Attorney, or the purchaser simply confirming over the phone that they would like to return.
  
  We understand that this may have caused some frustration, but for security purposes we believe it is important to confirm with the original purchaser.
  
  We pride ourselves in providing seniors with an easier to use computer alongside with customer and technical support allowing them to access technology that they may to reluctant to otherwise try.
  
  We give every customer a ****** trial period, during which they may try the computer. If it is not a good fit, the computer may be returned for a refund.
  
  Telikin has been in business since 2010 and has had the pleasure of providing over ******* customers with ******************** specially designed for seniors.
  
  If you have any other questions or concerns not addressed in this letter, I may be reached Monday Friday from 9A to 5P EST at ************
  
  Sincerely,
  
  
  *****************
  Manager, Customer Support
  

  Customer Answer

  Date: 09/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase over the phone with Telikin Computers. I was advised over the phone that if at any time I was unsatisfied or wanted to return the computer I could within the "Trail" period. Immediately upon receipt of the product being delivered to my home, it was identified that I did not want or need the computer, therefore I initiated the return by calling customer service. I was advised over the phone that they would send shipping labels to my home for computer to be picked up and returned to their warehouse. I was then informed (for the 1st time), that I would only receive a credit for the computer LESS any return shipping fees. I was horrified. I was NEVER told this at time of purchase. I was told shipping of product to me was free and that if I decided not to keep the computer that I would receive a refund. Not a refund less return shipping fees. When I complained that this was not disclosed to me at the time of purchased nor explained in any of the ads for the computer, the representative I spoke with, ********, explained that the terms and condition of the return policy are inside of the owner's manual located inside of the box. She acknowledged that it is not their practice to explain to consumers at the time of purchase over the phone what the full return policy is. I then asked for a manager to discuss this with. I was told that I would be called back the same day. It took a week for another representative to call me who also acknowledged that I would not have know about the return policy until AFTER I received the package, and that they would not offer me a full refund. This policy is unacceptable and the company is taking advantage of senior consumers. This company needs to take accountability of their flawed process and issue me a full refund. An ethical company would advise exactly what consumers will be subject to either in writing or verbally at time of purchase for me to determine if I wanted to be responsible for risk.

  Business Response

  Date: 07/29/2024

  From:   *****************
              Manager, Customer Support
  
  Re:      ***********************, Complaint # ********
  
  *************,
  
  Thank you for your submission.
  I have refunded $13.49 which was deducted from your refund for the cost of return shipping.
  
  We offer free outbound shipping to all our customers. In the event of a return,customers are responsible for shipping the computer back for a refund. In attempts to make the return easier, we offer to schedule a *** pickup, for which the cost is deducted from the refund amount.
  
  This is standard practice for many retailers. Additionally, we dont go into the full return policy during the initial sale as we hope that every customer is fully satisfied with their purchase.
  
  Im sorry for any frustration that this matter has caused.
  
  I may be reached M-F 9:00A to 6:00P EST if there are any questions or further information is required.
  
  Sincerely,
  
  *****************
  Manager, Customer Support
  ************

• Initial Complaint

  Date:01/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased A computer from this company and they told me If I paid for vip subscription service I could get support if I had any issues. I have only used the service 1 time and Im on a fixed income as Im 80 years old. Due to higher costs of inflation I can not longer afford to pay for services I no longer use and requested they cancel my subscription, they said if I do, I can no longer use my computer unless I pay them another two hundred and something dollars!

  Business Response

  Date: 02/07/2024

  
  
  
  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID ********;
  
  ***************,
  
  Thank you for your submission, wed like to take the opportunity to fully explain the service which you purchased with your computer and the options that we can offer you.
  
  When purchasing the computer, we present our customers with the option to purchase the software outright or purchase it as an ongoing subscription. By choosing to purchase the computer with the software as a subscription for $19.95 per month,the upfront cost of the computer is reduced by $300 and the software subscription is bundled with several additional services.
  
  We reviewed the sales call and found this was described properly and you chose the software subscription.
  
  We provide this option at the time of sale, and we allow our customers to change their mind at any time and buy out the software for $230.
  
  Since you have explained a hardship, we would like to offer you the buy out for $99.
  
  The $19.95 subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. If the choice is made to buy out the software subscription,the services are no longer provided but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost,and buyout option. We try to make the agreement clear and easy to understand.
  
  Here is a list of the services we offer, and their associated cost compared with industry leading competitors:
  
  Typical Windows Computer Vs. Telikin
  
  Applications -  ********** $7.50 / mo. Included with Telikin
  Virus Protection -  McAfee: $7.80 / mo. Included with Telikin
  Data Backup - Carbonite: $6.95 / mo. Included with Telikin
  Technical Support  - Geek Squad: $19.95 / mo. Included with Telikin
  Accidental Damage and Warranty - Square Trade: $8.33 / mo. Included with Telikin
  
  Total Over $50 / mo. Vs. $19.95/mo with Telikin Complete Subscription
  
  We feel that the Telikin Complete Subscription is a great solution for seniors since there is one number to call for any problem. Hardware, Software problems or just general help.  We can provide this at a reduced price since everything comes from one vendor. We staff our support with enough US base agents to be able to connect to a live human on average within 2 minutes for priority support. 
  
  Telikin has been in business since 2010 and has had the pleasure of providing nearly ******* customers with computers specially designed for seniors. We have a strict Quality Control program with our sales process. We require our sales representatives to clearly explain the Software subscription option during the sales call when price is discussed. We also require them to review the options in the recap of the purchase before the sale is completed.  We review sales call every day to ensure quality.  We are not perfect, but we do make our best efforts to ensure our sales presentations are clear.
  
  In the case of ****************, we reviewed the sales call recording, and the Complete Subscription for $19.95 per month was fully explained and agreed to. The salesperson, ******, clearly explains the purchase options including the subscription plan during the call and again in the calls recap prior to accepting payment.
  
  We would like to help **************** with any of the following choices:
  
  1) Provide the Software Buyout for $99. You will have full access to the computer with no monthly cost and standard customer support. You would no longer have VIP support, automatic data backups, speech to text and text to speech or warranty with accidental damage protection.
  
  2)Continue the software subscription at $19.95 and have continued VIP Support, automatic data backups, speech to text and text to speech and warranty with accidental damage protection.
  
  3) You can load ********* Windows software on the computer and use it as a typical Windows computer, and we can suspend billing on the subscription so that there are no further charges. Once Windows software is loaded on to the computer,customer support and warranty are no longer offered.
  
  You may reach me Monday Friday from 9A to 5P EST at ************ and let me know which option is desired, or if you have any other questions or concerns not addressed in this letter.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

  Customer Answer

  Date: 02/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21214880
  
  I am rejecting this response because:
  
  I feel they are taking advantage of us seniors. I wonder how many of the so called 150k customers have memory issues and or Dementia like myself. I feel they target people like us, they know we are very vulnerable with our lack of experience with technology and most of us have memory problems and they know it. I am keeping the monthly subscription service but only because I dont want this paper weight. I believe if I do come up with the money ontop of the over 1,500$ I have dished out to this company for a item that Isnt worth 200$, that installing windows could possibly not even run on this machine! I do believe this company should be looked into more throughly by another agency that is supposed to look out for us seniors. 
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/11/2024

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID ********;
  
  ***************,
  
  Our companys mission is to help seniors. We provide a unique service to seniors to help them become better connected with technology and computers.
  
  We have had customers in the past install the Windows Operating System on the Telikin computer without issue, but I understand this may not be the most desirable option for you.
  
  I have removed the Software Subscription from your computer. The next time you power on your computer, provided that it is connected with the internet, your system will update and allow you full access to the computer with no subscription fee.
  
  Please note that you will no longer have Speech to Text, Text to Speech, VIP priority and extended customer support or the Hardware Warranty with accidental damage protection. You can still call us for help with any questions or issues with the computer under our Standard *************************
  
  If you have any further concerns, you may reach me Monday Friday from 9A to 5P EST at ************
  
  Sincerely,
  
  
  *****************
  Manager, Customer Support

  Customer Answer

  Date: 04/11/2024

  I did respond, and since I did they accepted 2 payments but refused to accept the 3rd. Telling me the person in charge was irritated with me and has refused to allow me to continue with their VIP support subscription. 

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became aware of Telikin computer. It looked so good. I decided I had to have one. I contacted Telikin about it. I found that a payment plan was available. And the computer was on sale. I purchased it in the middle of 2022. I had to buy a support package that was expensive. But I purchased it anyway. The computer came quickly. Around 3 months ago I was told by a support specialist that I had a hard ware problem. According to Telikin warranty I would get a new computer. I didn't take advantage of it. I continued to discuss the problem with other technician from Telikin. I purchased two pieces of equipment that I was told would solve the problem with out having to send the computer back to be replaced. I talked about it more. I felt I didn't deserve a new computer. How ever my last opinion was that I would accept a new computer. Then I ran into all kinds of difficulties. I think I should have accepted the new computer in the first place. Then I would have a new computer. Where it stands now is that I was offered to send it back and either a repair would to be made or I would get a new computer. I accepted the offer. My complaint comes from to fact that I was told I would get a new computer by ***** at Telikin in Pennsylvania. I sent it back once. I was told I would get a new computer. The same computer that I sent back was returned to me. Under the premise that it was new. I can prove that. I had high expectations for the new computer. I was let down. I think enough people at Telikin knew that. I felt something wrong had taken place. How ever I agreed to the return offer of ****. I got the box to put it in and I will return it under the offer I agreed to. Perhaps I contributed to the misunderstanding. By not accepting the first offer when it was made. I would like a new computer.

  Business Response

  Date: 11/08/2023

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID: ********, *******************************
  
  ***********,
  
  Thank you for your letter. It is our goal to ensure that every one of our customers is fully satisfied with their computer and with our customer support. Because you are still experiencing issues with your computer after it has been repaired, well be happy to replace it with a new one. I hope that you find this solution satisfactory. Please give us a call at ************ and well be happy to assist with having the computer shipped back to us.
  
  I want to take a moment to clarify a few things regarding the Telikin Complete Subscription which you have purchased with your computer. This $19.95 per month subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection.
  
  When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and terms of the warranty.We try to make the agreement clear and easy to understand. Regarding the warranty, the terms are stated as:
  
  The Telikin Complete Subscription includes full warranty for any hardware problems such as hard drive repair, touch screen repair etc. If we cannot repair the unit, we will replace the unit with an equal or better value unit. Telikin Complete also covers accidental damage protection. If the unit is damaged by accident, we will repair or replace the Telikin computer. The Accidental Damage Coverage does not cover loss, theft, cosmetic, or purposeful damage. The unit must be returned for repair or replacement.
  
  We received your laptop computer under warranty, which was sent back to us for issues with the built in keyboard on October 17th, 2023. Once received, we tested the keyboard and there were no apparent issues. There was an issue discovered with the battery, which was starting to expand. We replaced the battery, tested the computer for any issues and sent it back to you. Once again, since you are experiencing more issues, wed be happy to replace your computer with a new one.
  
  Please give us a call at ************ and well be happy to help set up return shipping for your computer, and answer any additional questions you may have.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

  Customer Answer

  Date: 11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************