Freedom Pop Stephen Stokols, Mangrove Capital, DCM, Niklas Zennstom's Atomico Freedom Pop Takes Your Money And Gives You Nothing Internet

Hello Christina,

We have been in communication with you over the past couple of weeks regarding this issue. Your device did not work because there is currently no coverage in Reno, Nevada. You can go to http://www.freedompop.com/coverage to see our available coverage areas.

You originally wrote in on March 20th stating that there is apparently no coverage at your home, and asking for the status of service in your home. One of our Support Agents checked your address in the coverage map and confirmed to you that Reno is not covered. You then stated that you understood the issue, and wanted to know if we would have coverage at your location soon or if you "need to return it for a full refund." Another one of our agents responded saying that we do hope to expand coverage soon, and mentioned there is no cost to keep the device, then asked you to confirm if you would like to return the device for a refund. This was on March 25th.

On March 27th, you responded again stating that you did not wish to wait for coverage and confirming that you would like to cancel your service. One of our agents then issued you a Return Authorization and instructions on how to return the device to us for a refund. You then requested a prepaid return label. However, FreedomPop is unable to cover any shipping and handling charges, as stated several times in our Terms of Service and FAQs. As a small start-up trying to take on the major data providers by giving away an enormous amount of free data every day, we cannot cover all costs around these orders.

After this, you began requesting that we refund you for the cost of the device prior to you returning it to us. We reiterated that FreedomPop is unable to process a refund without the product being sent back to us via the instructions we gave you and the terms of service. We do apologize if this causes any inconvenience, but it is standard practice for most businesses to not issue a refund until the device has been returned. As we told you in your ticket with us, we will be more than happy to issue you a refund once the device has been processed at our returns center.

We will continue to follow-up with you in your open ticket with us. Thank you.

FreedomPop's coverage map is there for all to see on their website. If you don't have coverage, you don't have coverage. I live in a coverage zone in Ohio and am perfectly happy with my service. I checked the coverage map before hand and saw that my office, where I mostly use the service, works fine, even though my home doesn't have coverage.

You seem to be implying that you want a refund without returning their unworkable device to them. It is standard practice for pretty much every company I have ever interacted with that if you want a refund, you need to return the product to them. It makes sense.