AKKOReviews of getakko.com

Response from AKKOSep 25, 2024

Hi Hayde, Thank you for sharing your experience with us, and we sincerely apologize for the frustration and inconvenience you’ve encountered. We understand how important your phone is for your work, especially in emergencies, and we deeply regret that the replacement process hasn’t been smooth. When we reviewed your claim, you were initially sent a payout of $298.70 for your model in excellent condition, based on the listing from Amazon, minus your $99 deductible. You let us know that the listing provided indicated that the device would not be received unlocked and that the $50 diagnostics fee was not included in your payout. Once this was brought to our attention, we expressed our sincerest apologies and issued you $59 for the price difference of an unlocked model, $50 for the diagnostics fee you had paid as well as a refund for your $99 deductible as a gesture of goodwill for these inconveniences. This made your total claims payout $506.70. We’re very sorry to hear the phone you received from Amazon was not authentic. Thankfully, Amazon backs their renewed devices with their Amazon Renewed Guarantee. We highly recommend reaching out to Amazon if you have not already set up either a full refund or another replacement device. We truly apologize for any inconvenience this has caused and are here to help with any additional questions you may have. Please reach out to us, and we will do everything we can to support you.

Response from AKKOSep 12, 2024

Hi there Rebecca, Thank you for your review and feedback! We want to clarify that "replacement cost" coverage is the standard way to determine the appropriate value for a payout within the protection and warranty industry. It's similar to how car insurance operates—when a vehicle is totaled, the payout reflects the cost to purchase an exact replacement at the present time, not the cost of a brand-new model. Most property tends to depreciate over time, so your brand-new Galaxy S10 you had purchased in 2020 for $800 will naturally have a lesser value in 2024. In the case of your claim, a replacement S10 cost $180 today, so that was the total reimbursement amount received. AKKO will never base the value of an item off of what used devices are being sold for by random individuals on a site like OfferUp or Craigslist. As part of our process, we assess an item's replacement value by researching excellent condition refurbished items of the same make, model, and color/specs from reputable sellers, such as Amazon and BackMarket. These platforms make sure to thoroughly inspect their devices before listing them and offer warranties to provide peace of mind in case of any unexpected technical issues. Should any customer have questions about their device value or the replacement process, our team is always available to assist!

Response from AKKOAug 29, 2024

Hi there, We recently contacted this customer via email to provide additional information and wanted to share those details here too. We are committed to providing the best customer service possible and are always looking for ways to improve. AKKO offers a variety of ways to get in touch with our support team, Our team is made up of real, live agents who are available daily through live chat (accessible via our app or website), email, or text! We also offer the option of scheduling phone calls for active customers upon request. For convenience for the customer, we set these up at specific times, so that they work on their schedule! Unfortunately, we could not approve this customer’s claims because the items were not eligible for the loss type claimed in each case. However, all plan details are detailed in our FAQs, and each denial was explained to the customer in detail. While we’re always sorry to see a customer leave, we've made the cancellation process as convenient as possible. Cancellations can quickly be submitted through our app and website, or by speaking with a live agent. Cancellations are processed promptly within 24 hours of the request being submitted.