Wirefly.com
Device protection services inadequate

=[ Initial Email ]=
=

From: Bill Wilson (billywilson@xxx)
Sent: Apr 18 3:04: 31 PM
Subject: Device protection services inadequate

Dear Wirefly,

I've been a loyal Wirefly customer since buying my family's phones
exclusively from your company. You've been responsive, reliable and ethical
in every way. You guys are great.

But — your choice for mobile device insurance does not live up to your
standards. They don't even come close. Check out the complaints all over
the internet!
Http://www.google.com/search? Sourceid=chrome&ie=UTF-8&q=mobiledeviceprotection denied my claim

I have just joined the ranks of the unsatisfied customers of their services,
when my daughter lost her phone. My claim was denied, so what was the point
in having the insurance if their exclusions are so broad.

From their website — you can read their FAQs, only after you have purchased
their services!
*What is not covered by Device Protection Service? *

The following are not covered by Device Protection Service: - Your SIM card and any additional optional accessories that you buy. - The loss real or perceived of data, time, financial opportunity, or any other consequence arising from the loss of the use of the wireless device. - Normal wear and tear of the device. - Dishonest acts by member. - Non-functional damage, i.E.; marring, scratching, chipping, unless caused by theft or attempt thereat. - Liquid damage or due to loss in a body of water. - Pervasive corrosion. - Negligent loss, Unexplained disappearance or loss due to voluntary surrender to a third party such as leaving your phone unattended or unsecured. - Theft from any premises or vehicle when not reasonably secured (ex vehicle windows and doors must be closed and locked). - MDPA may request a police report for all stolen phones.

In short, you need to have police involvement to activate a claim, it seems.

I purchased the protection service from Wirefly in October, who told me at
the time this would protect my phone against loss. This turns out to be
untrue. My original order details are forwarded with this email. If you
continue to sell these services, you must be clear about the exclusions of
your service provider!

Is there anything you can do?

Bill Wilson

Forwarded message
From:

Date: Tue, Oct 19 at 4:47 PM
Subject: Your Wirefly.com Order has been Shipped
To: billywilson@xxx

Thank you for choosing Wirefly.com! The following device has completed
processing and is on its way to you:

*ORDER NUMBER: 480304049*
HTC Aria
615-525-xxxx
Nation FamilyTalk 700 w / Rollover (2 Lines) - Contract Extension

=[ Wirefly Response ]=
=

On Tue, Apr 19 at 12:56 PM, We Care wrote:
Dear Mr. Wilson,

Thank you for contacting our Customer Service Department concerning your replacement claim with the Mobile Device Protection Association (MDPA.

We recommend that you contact MDPA directly regarding this matter as we do not provide the Device Protection for the customer. As a third party dealer we only offer the customer the option to purchase the service for his/her phone. You may reach MDPA by logging on their official website, www.mobiledeviceprotectionassociation.com or you may contact them toll-free on, 800-654-5590.

We trust that this fully resolves the matter, however should you have any further questions or concerns, please feel free to reply to this email.

Thank you,
Kennishia Shade
Wirefly Customer Support Team

=[ Customer Response ]=
=

Subject: Re: Device protection services inadequate (#8675-226616988-5248)
To: We Care

Cc: sales@wirefly.com

Dear Kennishia,

No, you did not address my concerns.

Did you not even read the email I sent to you? It's clear from my email that I have already contacted MDPA.
This type of canned response belittles me as your customer and I find it insulting.
In addition, "We trust that this fully resolves the matter" - comes across as "go away with your problem".
There is nothing in your email that could resolve the problem for me. You are saying it resolves the matter for you!

Please re-read my original message and reply to the situation described.
I've cc'd the sales email address, in hope that someone there might actually care about the customer.

Regards,

Bill Wilson

Billywilson [at] gmail.com

Company: Wirefly.com
Country: USA

  <     >