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Wirefly - Their misrepresentation cost me $$$$
third party phone sales - Complaint
Review by yourgaelness on 2012-03-26
Rating: 
RESTON, CALIFORNIA -- I ordered 3 phones on Wirefly. I have 3 issues that are unresolved even after sending an email and speaking with a supervisor.
1. I signed up for unlimited texting but whatever they sent to Verizon said 1000 minutes. I was charged $127 in overage fees my first month.
2. all three phones on the Wirefly site were listed as "free activation" but Verizon billed me $35 per line. Verizon said I need to go through Wirefly. Wirefly first said they don't offer free activation, but another representative said they used to. now they have a $35 prepaid Visa card for each eligible line. robert at Wirefly said he could see that when I signed up they did have the free activation in place but that Verizon is responsible for that. he said Wirefly doesn't just offer things like that to get customers. so I asked who isoffering or paying for the giftcards they now give and he said Wirefly. this one cost me $105. I placed my order through "alvin" using the chat window. I copy and pasted the conversation into an email and sent it to myself. alvin clearly answered "yes, activation is free" on the chat.
3. I wanted a good phone for my daughter, but didn't need a data package. alvin directed me to the LG enlighten. I bought it. I signed up for the data plan on the other two phones, but not hers. turned out it does require a data plan, so what they sent to Verizon had her signed up for the corporate package, at $45 per month, $15 more than the regular package. I was able to change that to a $30 package which I am locked in to for 2 years. $45 the first month, $30 for 23 months.
in total I am out over $900 due to wireflys errors.
i got nowhere with 2 phone calls, an email, and another call to a supervisor.
i still have the copy of my conversation with alvin in the chat window.
1. I signed up for unlimited texting but whatever they sent to Verizon said 1000 minutes. I was charged $127 in overage fees my first month.
2. all three phones on the Wirefly site were listed as "free activation" but Verizon billed me $35 per line. Verizon said I need to go through Wirefly. Wirefly first said they don't offer free activation, but another representative said they used to. now they have a $35 prepaid Visa card for each eligible line. robert at Wirefly said he could see that when I signed up they did have the free activation in place but that Verizon is responsible for that. he said Wirefly doesn't just offer things like that to get customers. so I asked who isoffering or paying for the giftcards they now give and he said Wirefly. this one cost me $105. I placed my order through "alvin" using the chat window. I copy and pasted the conversation into an email and sent it to myself. alvin clearly answered "yes, activation is free" on the chat.
3. I wanted a good phone for my daughter, but didn't need a data package. alvin directed me to the LG enlighten. I bought it. I signed up for the data plan on the other two phones, but not hers. turned out it does require a data plan, so what they sent to Verizon had her signed up for the corporate package, at $45 per month, $15 more than the regular package. I was able to change that to a $30 package which I am locked in to for 2 years. $45 the first month, $30 for 23 months.
in total I am out over $900 due to wireflys errors.
i got nowhere with 2 phone calls, an email, and another call to a supervisor.
i still have the copy of my conversation with alvin in the chat window.
Comments:
Posted by ok4now on 2012-03-27:
You have to be very careful with Wirefly and read the fine print. Their pricing is excellent but you could have issues. From reading your post it appears that the problem lies between Wirefly and Verizon. Rather than fix it it's much easier to dump it on you and send you a big bill. Try contacting Verizon customer service and ask for a supervisor to resolve this.
Posted by Wirefly on 2012-03-29:
Hi yourgaelness,
I work at Wirefly’s HQ, and I am concerned by your post. We have found your order number and have reviewed your order in great detail. One of our customer service supervisors has also been trying to reach you, so that we can discuss your order issues with you.
I am sorry that you feel that our free activation information was not clearly explained to you on our storefront. Clicking on the link regarding free activation next to the phone, shows that this is an offer sponsored by the carrier, and that the carrier would assess the activation fee on your first bill, but credit the fee back on your 2nd or 3rd bill. We do try to make sure that our customers have this information at the time that they place the order with us, as we are constantly updating our prices and offers on our storefront. When you placed your order we were offering free activation through the carrier, for which our system does show you as being eligible.
Upon reviewing your order, we learned that you had placed the order online, and that shortly afterwards, you contacted us and chatted with one of our representatives. Our representative reviewed your order, and confirmed that you had the plan that you selected.
We have also confirmed that our website does show the data plan requirement for the LG Enlighten. The statement where Verizon Wireless requires that you maintain a Data Pak feature for as long as you sue the device is prominently displayed in bold type on the shopping cart page.
Again, we would like the opportunity to discuss this with you, and address all of your concerns. Please contact us at onlinesupport@wirefly.com with the best time and phone number that you can be reached at, so that we can call you to review and discuss this order with you. We look forward to hearing from you soon.
-Kim
I work at Wirefly’s HQ, and I am concerned by your post. We have found your order number and have reviewed your order in great detail. One of our customer service supervisors has also been trying to reach you, so that we can discuss your order issues with you.
I am sorry that you feel that our free activation information was not clearly explained to you on our storefront. Clicking on the link regarding free activation next to the phone, shows that this is an offer sponsored by the carrier, and that the carrier would assess the activation fee on your first bill, but credit the fee back on your 2nd or 3rd bill. We do try to make sure that our customers have this information at the time that they place the order with us, as we are constantly updating our prices and offers on our storefront. When you placed your order we were offering free activation through the carrier, for which our system does show you as being eligible.
Upon reviewing your order, we learned that you had placed the order online, and that shortly afterwards, you contacted us and chatted with one of our representatives. Our representative reviewed your order, and confirmed that you had the plan that you selected.
We have also confirmed that our website does show the data plan requirement for the LG Enlighten. The statement where Verizon Wireless requires that you maintain a Data Pak feature for as long as you sue the device is prominently displayed in bold type on the shopping cart page.
Again, we would like the opportunity to discuss this with you, and address all of your concerns. Please contact us at onlinesupport@wirefly.com with the best time and phone number that you can be reached at, so that we can call you to review and discuss this order with you. We look forward to hearing from you soon.
-Kim
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