I've been getting the complete run-a-round and I still do not have my replacement phone!!!!!!!
Claim filed July 16th. Initially I was told I had to get my phone repaired- it was not repairable so I had to get a letter from
the places that said I couldn't get it repaired and send it to you- I did. I then got an email 7/22/18 saying my
replacement phone was sent and I have 7 days to send the broken one to you. After a week I never got my
replacement phone, so I contacted you (8/8/18). I was told there was a "glitch" and the phone would be ordered. 5 days later I still had not phone and did not get any calls/emails with info. So I called and was told it was not ordered because they couldn't find a replacement phone, but then story was changed that it was "backordered". He promised me he would call me in 24 hours to confirm that they had a phone- he did call in 24 hours, said they had the phone and it was going to be shipped then in 1 day I would have the routing number to track it. 2 days later no routing number,
So I called again. I was told that it was preparing to be shipped and I would have the routing number by Monday.
Well, today is Sunday (8/12/18), so I better have the phone or the routing number by tomorrow or all of social media and the better business bureau will be hearing this story. I paid $169 for my phone. I paid $119 for the warranty through
you.... did not realize I had to pay $99 deductible (I wouldn't have gotten the warranty had I known- it was not
very clear when I signed up online). I paid this deductible early on in this nightmare, so you now have $218 of
my money for a phone that I only paid $169 for. If I don't have a new phone by next week I want a refund of my money!
I have been without a cell phone for since July 16th (as of today it is 27 days!!!!) THIS IS UNACCEPTABLE!!!!
* 8/13/18: email said "will be shipping"--- there is no tracking #. I called- the person I talked w/ gave me the tracking # 235008622 which turns out is not a tracking number. I demanded to talk to manager--- she put me on hold.
Came back and said it will ship tomorrow. I explained I was told it would ship today and would have tracking number
- again demanded to talk to manager. She put me on hold. Came back said it will be shipped tomorrow, I will be
contacted in 24 hours with the tracking number and will be refunded the $99 deductible. Was not allowed to talk
to the manager.
8/14/18: received phone- not the same phone, downgraded phone and it's not compatible w/ verizon. Plus have not gotten the credit on cc for the $99 deductible. Called- said they would open a case on this-demanded to talk to manager, put on hold 5 minutes
no manager available, demanded again, on hold again for 7 minutes, came back and said he would transfer me, put on
hold for another 10 minutes - finally got connected. Explained the entire situation- told him I want full refund of my deductible and what I paid for the warranty- Placed on hold again "so I can review all the notes" .... 5 minutes later- he refunded my deductible. He will get back to me about getting a new phone "the team that handles this is not here until tomorrow" - the manager assured me the correct phone will be ordered tomorrow (8/15/18) and he will provide me with the tracking number "it will be an exact replacement or an upgraded
phone that is compatible with verizon"
8/15/18: got vm and email stating they need me to call them to "reprocess my claim" and I needed to return the phone
they sent with the return label provided-- this was not a postage paid label and REPROCESS???? I was supposed to have
tracking number TODAY. Tried to call the person back--- kept getting booted off the line when I would put in the phone extension.
Finally got a hold of someone, would not let me talk to manager- kept saying she could help, which she couldn't. She said a
manager would call me in 30 minutes... 1 hour later I had to call back. Finally got a hold of the person who had emailed
me. He said they had to re-open my claim and they could not find a phone for me so I was going to have to wait until
they could locate a phone. I demanded to talk to manager, I was put on hold for 10 minutes- was told "my manager will call
me in 30 minutes". I told them if a manager does not call me in 30 minutes I was contacting the better business bureau
and possibly a lawyer. I am demanding the $99 deductible to returned to me (which I have been told twice it would but still hasn't been refunded, plus I have a email saying it would be), a postage paid label to return the phone, and $119 back that I paid for the warranty.
Reason of review: Poor customer service.
Monetary Loss: $218.
Preferred solution: Full refund.
I didn't like: Fraudulent practice.