Wirefly Complaint - Useless customer support. - Droid Incredible/Verizon Contract Upgrade
Droid Incredible/Verizon Contract Upgrade - Complaint
RESTON, VIRGINIA -- The offer was for a free Droid Incredible with Verizon contract upgrade. As I was planning on doing this when my contract was up in January anyway, it seemed like a good idea. I ordered on a Wednesday and it was on my doorstep Friday morning (even without paying for 2-day air), so no problem with shipping. The problem came when I tried to activate. Followed the instructions, step by step, and got everything set up. Then called a friend, who answered asking who I was. Turns out, the phone was already activated on someone else's account and not mine. Very shady, indeed. Tech support was little to no help. Their suggestion: turn the new phone off for the next 48 hours (noting that they would not be working on Sunday, so those 48 hours include all day Monday) and, at some point, my new phone will start working and the old one will stop working. As they cannot make any outgoing calls from their tech support center (which appears to be in India, and staffed by employees with horribly thick accents), there is no way for them to let me know when the problem has been resolved.
On Sunday, I called Verizon to see if there had been any attempt to resolve the issue. There had not. Upon looking more closely at the account attached to the phone, the representative made the comment that it "looks like fraud" and said she would call Wirefly personally and call me back. Less than an hour later, she called and confirmed my suspicions that Wirefly's customer support is, indeed, "worthless", but she did have further insight into what had happened.
It seems that, when I ordered the phone on Wednesday, Wirefly activated it with my phone number that same day, even though their email said it would be activated upon delivery. Well, as I need to use my phone every day, I made and received calls on Wednesday and Thursday, which knocked my account off of the new phone (which was in the back of a Fed Ex truck somewhere between me and Maryland), and put the account back on my old phone. The Verizon representative said the account the new phone was registered under was a dummy account set up by Wirefly for one reason or another and that she would need their approval before removing that account from the phone. Being that it was Sunday, and Wirefly does not work on Sundays (even though they're all in India, where the Hindu holy day is Tuesday), so the problem won't be resolved until Monday at the earliest.
I guess Wirefly expected me to turn my phone off and cease all communications while my new phone was in transit. Unfortunately, they did not inform me of this, nor do they seem to have a firm grasp on the reality of modern society. My advice: don't count on Wirefly's tech support for anything, or, better yet, don't order anything from them at all.