• Report: #1097662

Complaint Review: Protect cell

  • Submitted: Thu, November 07, 2013
  • Updated: Thu, November 07, 2013

  • Reported By: dodgeman68 — Davison Michigan
Protect cell
39500 High Pointe Blvd. Novie, Michigan USA

Protect cell Phone Insurence Was told one thing when all i got was the run around. Novie Michigan

*UPDATE Employee: ProtectCELL Plans

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 I purchased my Driod Razer in 2012 and I had purchased the Protection plan that they had offered for 199.00 that covered lost theft or stolen, well the new phone I Purchasd it started to mess up after about 6 months and when my mom would call me she said she could not hear me. So I called ProtectCell and payed the 80.00 it cost to get what was supposed to be a brand new phone that was what I was told by the Rep that sold me the phone at Wirless Toys When I purchasd it. 

I get the phone it is a refurbished phone not a brand new one like I was told so get the new refurbished phone and it last me for 3 Months, same thing cutting in and out when i would search the web and tried to look at peoples pics on FaceBook they would Shake and when i would text it would freeze on me so i called again to send it in. I Was never told that if that phone does not work after 30 days that you will have to pay 120.00 for another phone.  But why is this because it is not going to work after 90 so thats why they only give it 30 days is what i think personally.

So Payed the 120.00 for another refurbished phone not a new one like I was promised and told and then was never told initally that after your first claim of 80.00 for a new phone it jumps  up to 120.00. So I payed it becausec I needed a new phone but yet I am still charged another 120.00 for a phone they sent me that did not last me another 3 months like the first 3 phones I was sent so then they decide to up grade me to the Driod razer Maxx without making me pay which I thogught was cool but then same thing again last for 3 months so now on my third phone to send in this one is suppose to be new and none of the problems I was having with the Razor.

Well the new Droid Razor Maxx same thing yet again cuts out when I'm in a call, texts messing up and this will be I think my 4th or 5th phone from them now but this time I was told send it in we will replace it and if it is bad we will refund the 120.00 for the replacment we sent you and i said to them I'm not sending you another 120.00 dollars for another phone and that is not going to work so I sent it in on a Tuesday now it is  Thursday of the next week still with no phone and i have paid pretty much another 240.00 on top of the origonally 199.00 for the plan an for another phone that I should have never had to pay for. 

It cracks me up how when you talk to customer support they think they never did anything wrong at all when any work place i have ever delt with where you deal with a customer the customer is always right that is how companies keep a good faith and relationship with there customers and makes them want to tell there friends about that company and be a return customer. Also any Phone I have ever had from them right when I get the phone in the mail I put it in the best otter box phone case they have out an have never got any of the phones wet so problem is not on my end it is on them. 

I will never refer this company to any one, they are a joke fly by night company I have ever delt with in my life so please no one use protect cell insurance company stick with your Verizone company insurance because you get a refurbished phone anyway for half the price and the hassel and better customer service and the people are by far way more pleasant and work way harder to make you happy that is not the goal with fly by night protectcell Thanks  plz DONT USE THEM SAVE YOUR MONEY

This report was posted on Ripoff Report on 11/07/2013 11:50 AM and is a permanent record located here: http://www.ripoffreport.com/reports/protect-cell/novie-michigan-48375/protect-cell-phone-insurence-was-told-one-thing-when-all-i-got-was-the-run-around-novie-1097662. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

ProtectCELL Plans

AUTHOR: ProtectCELL - ()

Hello Dodgerman,

I'm sorry to hear your experience with ProtectCELL and your Droid Razr devices didnt' work out how it should have.  I'd first like to appologize that the store rep you bought if from didn't accuratly proivde details on the plan you purchaed. ProtectCELL does not say we only use new phones to send to customers. Depending on the device itself and its availablilty we will either send a brand new phone or a remanufactored one that goes through an extensive quality control test and does come with a warranty.

As for the adminitartion fee you were requred to pay. That is something of an industry standard that all protection plans (not just ones for cell phones) have.  You should have recevied a plan details email from us when you purchased a plan that contained info (and links to more info) about all of the ins and outs of the plan you purchased. There you would have found the details on the admin fees and how they chage if you make multiple requests. 

Our customer support team does always work with our customers and try to do what's right - hence the fact that we gave you a free upgrade to a newer model phone.  You also made claim that we are a "fly-by-night" company, however one look into our company shows we've been in business for 8 years, have sold over 2 million plans and are part of the Fortegra family of companies.

Again, I appologize that your experience didn't turn out the way we all would have liked and the the store didn't provide you with accurate details of our plans.

Thank you


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