Has anybody got their Droid from Wirefly.com?

[Erron]

Pro-tip:

If you go to wireflyfriends.com instead of wirefly you get the phone for $129.00

I have bought 2 phones from them. Yes, they have crappy cust service but they have great prices!

 

[Wirefly]

ciegasordomuda, my name is Terry and I work for Wirefly at our corporate headquarters in Reston, Virginia. I’m very sorry that you have had a bad experience getting the right phone number, but if you send me a PM with your order number, I’ll make sure your issue is dealt with promptly by our carrier escalations group here in Reston.

To address some of your stated concerns, yes in our efforts to deliver 24 hour live customer service we do have call centers in Mumbai and in Manilla to handle overflow and after-hours support to supplement the 100+ agents here in Reston. It is not perfect, but we do take prompt corrective action based on feedback and call monitoring and if you were not treated with respect we want to know about it and make things right.

Regarding our Equipment Discount policy, rest assured that you have nothing to worry about unless you intend to steal the phone and not pay your bills (sadly, there are a lot of people who try to steal phones from us this way). The policy lists all of the circumstances which could lead Verizon Wireless to report to us that a line has been deactivated. When this happens, Verizon withholds its payment to us. However, before charging anybody, we always reach out to the customer to find out if, in fact, there was a deactivation. If the customer is still with Verizon Wireless and paying the bills each month, then we take the dispute back to Verizon. Believe me. The last thing we want is to ever have to charge anybody.

As for the reviews on Epinions, I encourage you to consider the dates of these reviews, the vast majority of which are more than a couple of years old. Wirefly changed ownership in 2007, and relaunched in 2008 as part of Simplexity -- a completely new business with a passionate commitment to delivering an outstanding customer experience, simple straightforward pricing, no rebates, 24/7 customer service, and a 100% Satisfaction Guarantee with free shipping both ways. We do believe we’ve built the best way to buy a cell phone – not just because you can save up to $150 or more compared to the store, but because it’s easier and more convenient as well. Again, I hope you will contact me to let us prove our commitment to your satisfaction.

Only worth it if you need to save a few extra $$'s... I received my Droid from them last Monday and it was sent to me with a phone number that wasn't even my area code. I called them, monday, and was told they would change it to my area code. 5 calls and 5 days later, it is still not done!

THEIR CUSTOMER SERVICE IS HORRIBLE!
- The 'customer service' is a factory in Mumbai India where all the agents read off standard answers to your questions, sometimes in a language you cant understand!
- They tell you that if you do anything to your phone or contract and do not let them do it, you void your agreement and are responsible to pay the full cost of the phone!.. really?!?.. changing a number takes 30 seconds and is free if you call Verizon, so why do they need multiple days to fix it? Also, changing a number does NOTHING to alter the contract in any way nor does it change anything about who submitted the order, yet Wirefly says they have to do it so they "can use their dealer code and get credit for the contract"...

Yes you save $50 and do not pay tax in most cases , but be prepared for the worst experience of your life if anything is wrong!

The reviews on Epinions.com says it all!!!

BTW.. anyone else notice that Wirefly jumped on here with one post and did nothing to address problems, questions or anything else? All they did was basically advertise and apologize which is exactly what you will get if anything goes wrong... empty promises and apologies read from on screen in India.

 

[Erron]

Well,

Hey at least they are on here to say something. You won't see verizon on here addressing all of their issues.

ciegasordomuda, my name is Terry and I work for Wirefly at our corporate headquarters in Reston, Virginia. I’m very sorry that you have had a bad experience getting the right phone number, but if you send me a PM with your order number, I’ll make sure your issue is dealt with promptly by our carrier escalations group here in Reston.

To address some of your stated concerns, yes in our efforts to deliver 24 hour live customer service we do have call centers in Mumbai and in Manilla to handle overflow and after-hours support to supplement the 100+ agents here in Reston. It is not perfect, but we do take prompt corrective action based on feedback and call monitoring and if you were not treated with respect we want to know about it and make things right.

Regarding our Equipment Discount policy, rest assured that you have nothing to worry about unless you intend to steal the phone and not pay your bills (sadly, there are a lot of people who try to steal phones from us this way). The policy lists all of the circumstances which could lead Verizon Wireless to report to us that a line has been deactivated. When this happens, Verizon withholds its payment to us. However, before charging anybody, we always reach out to the customer to find out if, in fact, there was a deactivation. If the customer is still with Verizon Wireless and paying the bills each month, then we take the dispute back to Verizon. Believe me. The last thing we want is to ever have to charge anybody.

As for the reviews on Epinions, I encourage you to consider the dates of these reviews, the vast majority of which are more than a couple of years old. Wirefly changed ownership in 2007, and relaunched in 2008 as part of Simplexity -- a completely new business with a passionate commitment to delivering an outstanding customer experience, simple straightforward pricing, no rebates, 24/7 customer service, and a 100% Satisfaction Guarantee with free shipping both ways. We do believe we’ve built the best way to buy a cell phone – not just because you can save up to $150 or more compared to the store, but because it’s easier and more convenient as well. Again, I hope you will contact me to let us prove our commitment to your satisfaction.

Only worth it if you need to save a few extra $$'s... I received my Droid from them last Monday and it was sent to me with a phone number that wasn't even my area code. I called them, monday, and was told they would change it to my area code. 5 calls and 5 days later, it is still not done!

THEIR CUSTOMER SERVICE IS HORRIBLE!
- The 'customer service' is a factory in Mumbai India where all the agents read off standard answers to your questions, sometimes in a language you cant understand!
- They tell you that if you do anything to your phone or contract and do not let them do it, you void your agreement and are responsible to pay the full cost of the phone!.. really?!?.. changing a number takes 30 seconds and is free if you call Verizon, so why do they need multiple days to fix it? Also, changing a number does NOTHING to alter the contract in any way nor does it change anything about who submitted the order, yet Wirefly says they have to do it so they "can use their dealer code and get credit for the contract"...

Yes you save $50 and do not pay tax in most cases , but be prepared for the worst experience of your life if anything is wrong!

The reviews on Epinions.com says it all!!!

BTW.. anyone else notice that Wirefly jumped on here with one post and did nothing to address problems, questions or anything else? All they did was basically advertise and apologize which is exactly what you will get if anything goes wrong... empty promises and apologies read from on screen in India.

 

[Wirefly]

Thanks Erron, I'm available to address everyone's individual concerns via PM, all I require is an order number, contact information, and a brief description of the issue.

We take the business of this community very serious and appreciate the opportunity to serve each of you.

 

[DogPaw]

I just got an email from Dell and they are getting into the phone game. I went on their site and I can get the Droid for $119 with 2 year renewal. I know Dell is processing through someone else but they are a big comapny and will have to stand behind what they sell. Dell Mobility Store

 

[DogPaw]

Droid Deplolyed!

For anyone that has been following my agony I finaly pulled the trigger:icon_ banana:. I bought Droid from the Verizon web site for $199 and I do not have to file any rebates or deal with a verizon $100 rebate card. I could of saved as much as $60 going through someone else but with new technology I want to be able to march a problem phone down to the Verizon store for an exchange or update. I was able to use the overnight promo code "freeovernt" to get free next day shipping. I figure I can push for a credit if Verizon runs any specials in the next 30 days for Christmas.

I am very excited and can't wait to check out all the apps and uses on this site!

 

[Erron]

Congrats on the purchase. You will love it!

For anyone that has been following my agony I finaly pulled the trigger:icon_ banana:. I bought Droid from the Verizon web site for $199 and I do not have to file any rebates or deal with a verizon $100 rebate card. I could of saved as much as $60 going through someone else but with new technology I want to be able to march a problem phone down to the Verizon store for an exchange or update. I was able to use the overnight promo code "freeovernt" to get free next day shipping. I figure I can push for a credit if Verizon runs any specials in the next 30 days for Christmas.

I am very excited and can't wait to check out all the apps and uses on this site!

 

[Wirefly]

First of all, congrats on the purchase. As you already know the Droid is a very impressive phone. I'm looking forward to testing out the turn by turn Google Maps app soon.

Since this is a Wirefly thread I just thought I'd also mention that Dell is fulfilling their cell phone orders through the parent company of Wirefly, Simplexity LLC.

We run the online stores of many major online retailers including Best Buy, Sears, Newegg, & TigerDirect.

Regarding the comment about rebates it's one of Wirefly's core brand promises to offer straight forward pricing that's easy to understand, with no rebates or gimmicks. That’s why Wirefly has not offered rebates on any products since 2007. We don’t even offer rebates from the carriers.

T.G.I.F

I just got an email from Dell and they are getting into the phone game. I went on their site and I can get the Droid for $119 with 2 year renewal. I know Dell is processing through someone else but they are a big comapny and will have to stand behind what they sell. Dell Mobility Store

 

[BigTex71]

That is good to know. Unfortunately, until I read this about the rebates, I would not have ever used Wirefly again due to bad rebate issues. Wirefly might try to get the word out somehow to others that they do not rely on rebates any longer.

 

[Huma]

Bought my droid from wirefly friends and family discount site. Paid only 129.99 without any rebate hassle and got the phone in a few days. Activating was real simple and only took about 5 minutes.

 

[Gunghoray]

I'm impressed, but not quite convinced. It really doesn't matter, since I'm confident the Droid is going to be my phone for at least a year.

No rebates is a BIG DEAL for me. I actually turned all "rebates" over to my wife to manage because I got so frustrated trying to keep up with the rules and procedures.

She gave up too. We just don't do rebates anymore.

Good post, Wirefly. I wouldn't do business with you now, but I'd definitely consider working with you on something in the future.

Prof Ray

 

[ciegasordomuda]

Well,

Hey at least they are on here to say something. You won't see verizon on here addressing all of their issues.

ciegasordomuda, my name is Terry and I work for Wirefly at our corporate headquarters in Reston, Virginia. I’m very sorry that you have had a bad experience getting the right phone number, but if you send me a PM with your order number, I’ll make sure your issue is dealt with promptly by our carrier escalations group here in Reston.

To address some of your stated concerns, yes in our efforts to deliver 24 hour live customer service we do have call centers in Mumbai and in Manilla to handle overflow and after-hours support to supplement the 100+ agents here in Reston. It is not perfect, but we do take prompt corrective action based on feedback and call monitoring and if you were not treated with respect we want to know about it and make things right.

Regarding our Equipment Discount policy, rest assured that you have nothing to worry about unless you intend to steal the phone and not pay your bills (sadly, there are a lot of people who try to steal phones from us this way). The policy lists all of the circumstances which could lead Verizon Wireless to report to us that a line has been deactivated. When this happens, Verizon withholds its payment to us. However, before charging anybody, we always reach out to the customer to find out if, in fact, there was a deactivation. If the customer is still with Verizon Wireless and paying the bills each month, then we take the dispute back to Verizon. Believe me. The last thing we want is to ever have to charge anybody.

As for the reviews on Epinions, I encourage you to consider the dates of these reviews, the vast majority of which are more than a couple of years old. Wirefly changed ownership in 2007, and relaunched in 2008 as part of Simplexity -- a completely new business with a passionate commitment to delivering an outstanding customer experience, simple straightforward pricing, no rebates, 24/7 customer service, and a 100% Satisfaction Guarantee with free shipping both ways. We do believe we’ve built the best way to buy a cell phone – not just because you can save up to $150 or more compared to the store, but because it’s easier and more convenient as well. Again, I hope you will contact me to let us prove our commitment to your satisfaction.

Only worth it if you need to save a few extra $$'s... I received my Droid from them last Monday and it was sent to me with a phone number that wasn't even my area code. I called them, monday, and was told they would change it to my area code. 5 calls and 5 days later, it is still not done!

THEIR CUSTOMER SERVICE IS HORRIBLE!
- The 'customer service' is a factory in Mumbai India where all the agents read off standard answers to your questions, sometimes in a language you cant understand!
- They tell you that if you do anything to your phone or contract and do not let them do it, you void your agreement and are responsible to pay the full cost of the phone!.. really?!?.. changing a number takes 30 seconds and is free if you call Verizon, so why do they need multiple days to fix it? Also, changing a number does NOTHING to alter the contract in any way nor does it change anything about who submitted the order, yet Wirefly says they have to do it so they "can use their dealer code and get credit for the contract"...

Yes you save $50 and do not pay tax in most cases , but be prepared for the worst experience of your life if anything is wrong!

The reviews on Epinions.com says it all!!!

BTW.. anyone else notice that Wirefly jumped on here with one post and did nothing to address problems, questions or anything else? All they did was basically advertise and apologize which is exactly what you will get if anything goes wrong... empty promises and apologies read from on screen in India.

True they are here and like you said you will not see anyone from Verizon on here, yet I find it disappointing that it takes a forum such as this one in order to get a decent response and understanding from a company that is "committed to customer service"

To be fair, yes you will always find some good experiences as well as bad experiences with any company, I only explained mine.

I did send a PM to Wirefly(Terri) so I am waiting to see what happens and will post the results here...

ALSO, to be fair... If you check Epinions about wirefly and sort the reviews by date, 18 out of the very latest 20 added are poor reviews... this is why I mentioned it to begin with.

 

[MarkB]

I had mentioned earlier that I was going to return my droid to wirefly, and that the purchase experience was fine but I'd post back regarding the return experience. The "Wirefly" posted the willingness to solve issues via PM, and so I PM'd about my problems. I promptly got a phone call from someone within the company, offering to swap the phone out overnight or replace it with a different model. Since my only reason to try Verizon is the Droid, I told her that I'd call her back on Monday with my decision. Still, it was good service.

I think if you need the versatility of being able to drop in to the local store for assistance, go with Verizon directly. But we've also read about how the reps in the store know nothing about the phone or problems with it, etc. For all I know it's actually saved me time and energy to NOT have the option of going to the local store. How many threads talk about people waiting for service from the tech rep in those stores, then ending up with the same problems anyway?

I'm satisfied that my problems will be resolved one way or the other through dealing with Wirefly, but still, I'll keep you posted.

 

[kiwiguy]

I ordered mine from wirefly. Biggest pain EVER. The phone came just fine, but activating was a horrible process including some of the worst customer service I have seen. I wound up just calling Verizon even though wirefly says not to. Works great now, lady on the phone for Verizon was very helpful. If you take a look at epinions or something like that wirefly has a 3.5/5 due to the customer service.

I had the same issue. Phone arrived on Thursday, but activation did not work (I could make calls, but people calling me went to my old AT&T voicemail). Called Wirefly support on Friday morning and was told it would be fixed in 24 hours. On Saturday morning it was still not activated, so called Wirefly support again. This time I was told that the fix time was 48 hours not 24!! When I asked what I should do if it was still not working on Sunday as their support line is closed on Sunday I was told I could call back on Monday!!

Even though I was told not to call Verizon directly, I was so frustrated by Wirefly's poor support that I called Verizon and guess what - they were able to force the activation through while I waited - took all of 5 minutes!!

So thumbs down on Wirefly support!!

(On a separate note I was very impressed with Verizon's customer service. On the 3 occasions that I have called over the past 3 days I have always reached a live person within minutes - and they have all been knowledgeable and friendly - and (most importantly) being able to answer my questions or resolve my issue. No reading canned scripts here!! Compare that to AT&T where it was common to be on hold for at least 20 minutes - only to be shunted to another hold queue after that)

 

[Wirefly]

I apologize in advance if we didn't meet your expectations in every aspect of our commitment to exceptional service. Thank you for sharing your experience with our support team. We are dedicated to improving processes like this so your feedback is very helpful. If there's anything else I can do to assist just give me a shout via PM.

Terry

I ordered mine from wirefly. Biggest pain EVER. The phone came just fine, but activating was a horrible process including some of the worst customer service I have seen. I wound up just calling Verizon even though wirefly says not to. Works great now, lady on the phone for Verizon was very helpful. If you take a look at epinions or something like that wirefly has a 3.5/5 due to the customer service.

I had the same issue. Phone arrived on Thursday, but activation did not work (I could make calls, but people calling me went to my old AT&T voicemail). Called Wirefly support on Friday morning and was told it would be fixed in 24 hours. On Saturday morning it was still not activated, so called Wirefly support again. This time I was told that the fix time was 48 hours not 24!! When I asked what I should do if it was still not working on Sunday as their support line is closed on Sunday I was told I could call back on Monday!!

Even though I was told not to call Verizon directly, I was so frustrated by Wirefly's poor support that I called Verizon and guess what - they were able to force the activation through while I waited - took all of 5 minutes!!

So thumbs down on Wirefly support!!

(On a separate note I was very impressed with Verizon's customer service. On the 3 occasions that I have called over the past 3 days I have always reached a live person within minutes - and they have all been knowledgeable and friendly - and (most importantly) being able to answer my questions or resolve my issue. No reading canned scripts here!! Compare that to AT&T where it was common to be on hold for at least 20 minutes - only to be shunted to another hold queue after that)