Report: #1388382

Complaint Review: Great Call

  • Submitted: Wed, July 26, 2017
  • Updated: Wed, July 26, 2017
  • Reported By: Patient — Eugene Oregon USA
  • Great Call

    Internet
    USA

Great Call I've tried for hours to get my two 90 year old parents set up with these devices. The software is so glitchy and 5 people had 5 different solutions. Finally, when a rep told me we hadn't paid the activation fees (we had), I had to give up and send back the equipment. Apparently we're the first people who have two parents who need this protection. unknown Internet

Show customers why they should trust your business over your competitors...

This company advertises and sells what is probably a great product. However, getting the information into their system is a nightmare.

We have 2 parents who are both 90 years old, so my sister and I tried to set this up for them, since they are falling down frequently. You would think that Great Call would know how to handle this, right? I had to call them so many times due to error messages, the system's need for different email addresses -- the need to set up a new separate account for my father, or, no wait, it could all be under one account, but no, wait, maybe it could be done by them on the phone. Every rep I spoke with (5 in all) had to talk to a supervisor, and even when my mother's profile was finished, it still showed up as my sister's account. The password they made me change turns out to be the old password - apparently it didn't change. At every turn there was some ridiculous glitch - I don't believe the company was ready to release this system and the reps all had a different story about what was going wrong. At one point a supervisor said to tell me the problem was on my end...I have a new computer and a great connection and, of course, this was not true.

All I wanted to do was to make sure my mother's and father's names were in their system and that their drug and medical info would be available to Great Call so that if/when they pushed that button, the person on the other end would know their names and their medical background.  I thought I was finally getting it done, but got another error message - the system now didn't like my father's address (same as my mother's). One more call, I thought ---the rep who took my call this time tells me that he can't do anything until we pay the activation fee---which was already paid weeks ago, but he disagreed.

I have a very, very long fuse and I was willing to be patient since the customer service reps obviously have their own learning curve. But today, after this final insult, I am sending back everything and will find a company who has their software polished and tested, and has their customer service reps trained and consistent.  

 

 

 

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This report was posted on Ripoff Report on 07/26/2017 01:17 PM and is a permanent record located here: http://www.ripoffreport.com/reports/great-call/internet/great-call-ive-tried-for-hours-to-get-my-two-90-year-old-parents-set-up-with-these-devic-1388382. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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