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:10/09/2024

  Type:Product 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 rented a satellite phone from BlueCosmo on September 12. I was given a faulty device. This device did not send text messages or receive voicemails which caused a lot of concern to my ********* also had a broken latch for the battery cover which would not open with my fingers. It was jammed or glued in there and had to be removed with a tool, which unfortunately broke the latch. This was unavoidable. I needed to insert the backup battery to retain cell service. My only other option was to let the phone die and not replace the battery, which would have been unsafe in my situation. I have never damaged a phone from Blue Cosmo. This device was faulty. I am seeking a refund on the total charge as this was a faulty ********* addition to not refunding the initial charge, the company is seeking to charge me an additional $268.79 for a broken device. The device is only broken because it was faulty when provided. I would like this charge removed and my initial payment refunded.

  Business Response

  Date: 10/10/2024

  Dear BBB,

  This customer has rented from us multiple times without issue, and we aimed to assist him effectively and acknowledge his concerns. The customer reported difficulties connecting to voicemail and sending messages, so we inquired further about the device's usage to better understand his problem. Upon investigation, we learned he had difficulty opening the device, which he described as being glued shut. He used a foreign tool to force it open, resulting in significant damage to the battery & back casing compartment, which exposed internal springs and metal components (please see attached images).
  
  We confirmed with our production team that the device was thoroughly inspected, tested, and opened before shipment for quality control purposes. The device’s SIM card was installed, and the battery was charged. It's important to note that the 9555 device requires a specific technique to open—sliding the release lever while gently pulling the casing apart (please see attached for reference). Unfortunately, it seems the customer did not follow this method, as they also did not acknowledge it when we advised them of the proper steps or inquired about this further.
  
  Given the extent of the damage and that it prevents us from renting the phone again, we informed him of the replacement cost of $695. To acknowledge the customer's long-standing history with us and their previously positive experiences, we initially offered a 50% discount on the replacement cost, bringing the total to $347.50. The customer declined, stating that the damage was unavoidable and that the phone was faulty. To further accommodate the situation, we applied their rental fee of $157.42 towards the replacement cost, lowering it to $537.58. We then extended another 50% discount, leaving the customer with a final total of $268.79, which they also declined.
  
  We strive to honor and satisfy our customers, often giving them the benefit of the doubt, and in this case, we explored multiple solutions. However, despite our efforts and his previously clean record, we need to acknowledge the damage caused by the foreign object introduced to the device and seek a fair resolution.

  Thank you,

  BlueCosmo Satellite Communications

  Customer Answer

  Date: 10/17/2024

  In the reply to my complaint, BlueCosmo asserts:

   

  "It's important to note that the 9555 device requires a specific technique to opensliding the release lever while gently pulling the casing apart (please see attached for reference). Unfortunately, it seems the customer did not follow this method, as they also did not acknowledge it when we advised them of the proper steps or inquired about this further."

   

  This assertion is not true. I tried sliding the release lever while pulling the casing apart. This technique did not work after attempting this in the ***** for 30 minutes.  As I stated in my previous email, I needed to replace the battery in order to stay in touch with my family and needed to use a tool to get it open. This was a defective device when received by me, regardless of QC before it arrived to me.

   

  BlueCosmo acknowledges the issues I had with texting and voicemail during use but offers no explanation or accountability - only focusing on the case damage which I have covered above.  This is a defective device and is unfortunately not being treated as such.

   

  I would like a full refund of all charges and all charges withdrawn.

   

  Please let me know what further communication or information is needed from me.

   

  Thanks,
  ***

• Initial Complaint

  Date:06/21/2023

  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.

  I purchased all of my equipment (Iridium Go), accessories and prepaid from this company. It did not work at first and required technical assistance to get operational. The phone is for emergency use. Before any long trip I take I take it out and inspect everything and test it. During my recent pre-trip test the Iridium Go app on my phone would no longer communicate with the Iridium Go device and produced login errors. I reset the device multiple times, changed the wifi channel, uninstalled and reinstalled the app. I even attempted to use a different smart phone with the app. Same problem every time, the login attempt would fail. I have called for technical assistance multiple times. The 'technical assistance' is little more than an unskilled person with a queue card they are reading from. The second call resulted in me reinstalling the firmware on the device after discovering how to do it. The technical support rep at BlueCosmos had no idea how to do it. This did NOT fix the issue. Same problem. I can't login with the default credentials. Bluecosmos used to have very skilled technical assistance, but they have apparently now outsourced this service to highly unskilled individuals. I have an $825 prepaid card for this device that is now worthless because the device can NOT be used with any smart phone. And calling Iridium results in being told that the issue is with BlueCosmos, the provider of the service, and who I purchased the Iridium Go from.

  Business Response

  Date: 07/20/2023

  Hello BBB,

  We kindly request you re-open this complaint and **** as resolved. 

  We have made repeated attempts to contact the customer back regarding this complaint with no reply. 

  Customer has subsequently viewed our recommended knowledgebase articles and ****ed the issue as 'solved' of their own accord. Please see the attachment (screenshot from Zendesk). 

  Customer's initial complaint was unwarranted- they claim we have outsourced our CS and have less tenured agents now which is not the case. 

  Certain technical issues require escalation to our Tier 2 tech support which was done in this case but it seems customer filed the complaint before speaking with our T2 team. 

  Customer was able to resolve their own issue using our self help documents-- much of their frustration stems from user errors and impatience on their part. 

  If you require anything further, I would be happy to connect in place of **************************

  Please contact me should you have any questions or need anything further to close this off. 

  Sincerely,

  *****************

  Customer Support Manager

  **********************

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20217706
  
  I am rejecting this response because:  There was no impatience on my part.  That response is insulting.  I was forced to use self help and to call multiple times to get the issue resolved because the first person that I spoke with at Blue Cosmo did not understand the issue, how to troubleshoot it, nor how to escalate it.  So yes, the issue was resolved through my tenacity and perserverance, qualities that result from being 'patient' and not from being 'impatient.'  Perhaps Blue Cosmo should better train their support staff and own responsibility for the issues associated with this experience.  
  
  Sincerely,
  
  *************************