Wirefly Complaint - Buyer Beware! - New line of service with phone
New line of service with phone - Complaint
BEWARE! BEWARE! BEWARE!
Added a new line of service to our existing account on Dec 6, 2010. Once we received the phone it did not work properly. Contacted WIREFLY and made arrangements to exchange phone for another style. After waiting over 3 weeks for the replacement phone, WIREFLY contacted me to say the replacement phone was no longer available. We were forced to go back with the original style of phone. Once we received this phone we began using it HOWEVER after two weeks we continued to have issues with the phone. We finally brought the phone in to our local AT&T store and had them check the phone. We were told by AT&T that the phone was defective. AT&T contacted WIREFLY while we sat in the store and WIREFLY told AT&T they would honor our warranty because we had received the new phone 31 days prior. They would waive the one (1) day overage. I was given the warranty number for WIREFLY and contacted them once I returned home.
Upon contacting WIREFLY, I had to speak with a foreigner who was unble to speak very good English or I learned later, could not understand English either. When you call in with a problem you are asked to give the account holders phone number, name, etc. This I did, THEN I had to give the phone number I was calling about....HERE IS WHERE THE PROBLEM BEGINS.
After a lengthy discussion, WIREFLY finally agreed to replace my DEFECTIVE phone without charging me a $250 deposit normally charged while waiting for their defective phone (I was use to SPRINT that would send me my replacement phone in a box with the return authorization info at no charge).
Upon the receipt of my replacement phone, I noticed Wirefly had the account holders phone number at the top of the paperwork. When I opened the box I found that WIREFLY had replaced the DEFECTIVE phone with a different phone. They sent me a replacement phone for our most recent order on a different line which was the account holder.
After going through the conversation of charging me $250, I immediately contacted WIREFLY to let them know that, although I like the replacement phone they sent me, I wanted to make sure that when I sent back my DEFECTIVE phone, they were not going to charge me since they sent me a different phone.
WELL.......HERE IS WHERE THE NIGHTMARE BEGINS! I should have never called and been honest. When I called to report the situation, the person I spoke to at WIREFLY began telling me that I BETTER SEND THAT PHONE BACK or they were going to charge me $250 and my phone was OUT OF WARRANTY and they WERE NOT GOING TO DO ANYTHING ABOUT IT! I was shocked! I tried to explain everything but was told that....the first time I had to return my phone in December, while the FIRST replacement phone was on BACKORDER...my warranty EXPIRED! I asked him again....YES! MY WARRANTY ON MY BRAND NEW PHONE EXPIRED WHILE WIREFLY HAD MY PHONE ON BACKORDER! This was completely different information from the information given to ATT!
After being on the phone for OVER an hour, our conversation ended with a threat that I return the phone that WIREFLY SENT BY MISTAKE or they would charge my charge card $250+.
Over the weekend when I had time to find websites that allowed customer feedback, I placed the comments you have just read. IT DOESN'T STOP HERE....IT GETS WORSE!
On Tuesday, we received 4 phone calls from THE OFFICE OF THE PRESIDENT...ha ha ha ha....Jonathan Thomas. When I finally had time to return the call, I spoke to a very nice young lady. Obviously she needs to find other employment because she does not fit in with the other contacts I have spoke with at WIREFLY. The nice customer service representative referred to the negative feedback I had left on a particular site and stated that they would like to try to resolve the issue. I explained the situation and she caught on to what had happened rather quickly in comparison to the others.
At the end of the conversation, she stated that she would get approval the next day to send out the replacement phone (the one we had received by mistake because we really liked it and we did not want the other kind because we had already tried two of the same style and both were defective). She said that she would call me back the following day to confirm the shipment.
At this point, I was very impressed that Wirefly really did care about their customers and was going to try to resolve this nightmare. The following day came and I did not receive a phone call. Two days after I had heard from them I decided to contact them myself to see what had happened.
WELL....when I called "the Office of the President" and spoke with Mr. Jonathan Thomas...I was told that the phone promised was no longer available. (The same phone that I had just returned to them 3 days prior and the same phone that two days before was going to be shipped to me was now no longer available.) That was fine, I told them I just needed a phone. The representative began telling me that it was going to cost me $149 and blah, blah! Their final offer was to cut $50 off the price and I could pay $100 to have a phone. I asked them...WHY DID YOU CALL ME BACK? You changed your story once again...just as your company had done the first time. You read my negative feedback and called me to try to resolve an issue and ended up doing the exact same thing I wrote negative comments about.
In Wirefly's defense, they wanted to resolve the problem....they wanted to charge me more money for a new service line that I have been paying for since December but had not been able to use because of WIREFLY'S defective phones or backorders or incorrect shipments.
Needless to say, I do not accept their resolution.
BUYER BEWARE! BEWARE! BEWARE!