[This interview has been edited for length and clarity.]
Patrick: By responding to the following communication, you, the responder(s), hereby acknowledge as a representative of JPay, Securus, and/or all peripheral/parent companies that this exchange will be published in a series investigating the abusive practices of your employer(s), and that by choosing to respond, you, the responder(s), consent to the release of all communications initiated by Patrick Irving and, furthermore, fully indemnify Mr. Irving, as well as any and all collaborators and publishers working with his consent, of any and all liabilities that result from your ongoing participation in this investigative series.
After paying $20 late July for a Securus Technologies™ keyboard, I received a defective of piece of rubber-rollout hardware, reported the issue to your service center and was told it would be replaced. Now five months later, I have yet to receive a replacement as promised and feel that it is time for your company to provide me with a refund.
Pray tell, how does my experience reflect your company’s approach to customer service and to what extent must I now go for the return of my $20?
Monroe: Hi Patrick. Thank you for contacting Ticketing Support. We understand the frustration with not getting your keyboard on time. We have escalated your care to our technical team and a ticket has been generated to expedite your request. We will respond with a reference number and other important information. We appreciate your patience and will respond shortly.
Patrick: Sure you will, Monroe. And what do you suppose the response will be the seventh time around? Will it be similar to that given by Sanchez on August 31, when he assured me a new keyboard would arrive any day? Or will it be Miriam again, who said on September 25 that JPay was working to ship it? On October 6, Mollie told me it would take another 30-45 days. On October 21, Russ, when asked for a refund, said the keyboard would come in two to three weeks. Sandra, November 3, could only escalate my concern. And Emily, Christmas Day, stated, “We are working diligently to have your accessory shipped soon.”
It seems to me, Monroe, that the only acceptable response includes an admission that JPay has failed me and refund that, at minimum, matches what I have paid you.
The time for games is over, Monroe. Refund my $20.
Palmer: Hi Patrick. Thank you for contacting Ticketing Support. We understand the frustration with not getting your keyboard on time. We have escalated your care to our technical team and a ticket has been generated to expedite your RMA request. We will respond with a reference number and other important information. We appreciate your patience and will respond shortly.
Patrick: Is that right, Palmer? Then we shall let the record reflect that you, too, have expedited my request in the same way as the others, and that so much expediting has now taken place that we appear to have expedited ourselves in a circle. At what point does your employer suggest the expediting should stop long enough to solve the problem and return my $20?
Nori: Hi Patrick. Thank you for contacting Ticketing Support. We understand how frustrating about the keyboard which was not delivered and looking for refund [sic]. We added $21.18 credits back into your account, which you will see within 24-48 hours. Thank you for understanding that we appreciate your interest in our products and service.
Patrick: Thank you, Nori, for actually taking the time to understand the issue and for pushing the big red button that says, “Make Things Right.” Perhaps you can now explain the delay in delivering the $15 Gummy Ear Buds that I purchased from kiosk K_IMSI_09 nearly one month ago?
JPay Team: Hello. Thank you for contacting JPay Support. We have received your inquiry and want to assure you that a Technical Support Representative will work to give your request all of the attention it deserves. Every request is received on a first-come, first-served basis, and we appreciate your patience while we research your issue.
We know how inconvenient waiting for a reply can be. You have our commitment that our support team is doing everything we can to minimize delays.
Thanks, and you’ll be hearing from us soon.
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