Complaint Review: Diamond Wireless

As I was browsing iphone cases at the BJs Verizon Kiosk, Erica approached me and told me about the free iphone offer. I was initially reluctant as I have been with ATT for 15 years and was due for an upgrade in 3 months, but Erica explained how I would end up paying nothing extra and would have a new phone today.

We spent a good 3 hours going over everything (I also had an ipad that needed to be switched) and I was happy with Erica’s customer service and I felt confident that she was giving me the best information.

When we discussed trading in my current iphone, Erica told me that they didn’t take phones in at their location but I could trade it in through Verizon or at an ecoATM. There was no mention that the offer would be null and void if I didn’t trade in through Verizon, there was also no sense of urgency that I return the iphone at all. She even phoned Verizon to get a price on the trade in, so I could comparison shop.

I was surprised that trading in my phone wasn't required, but she assured me that it was all fine and she was the store manager.

 She told me exactly what I needed to do and expect:

 1-2 months I will receive a $650 visa card

1-2 months I will receive a $100 credit for porting my number

I should submit my final bill from ATT and it will be reimbursed

I did all of these things and I traded in my phone at an ecoATM, simply because they had a higher price. 

I spent a lot of time trying to fill out the reimbursement form for my final bill, with out success.

 I called Erica and she explained to me that I only received that if I traded in  my phone with Verizon.  I was fine with that because it ended being the same dollar amount (after the final bill reimbursement) and by the time we discussed that it was 2 hours into our transaction and I could have easily misunderstood her.

After 2 months passed, I contacted Erica to see if there was a problem with the rebate. She wrote back on August 30^th that she had looked into the matter and would be hearing back in a matter of days.  There was no response, so I texted her on September 12. No response, so I called her a few days later. When she answered, she explained that she was on leave but the issue was being looked in to.  I asked if I should speak to Verizon myself and she agreed.

 I called Verizon and spoke to a representative and he explained to me the offer is only valid if you trade in your phone and the error was on diamond wireless.  He gave me his email in the case that I needed verification of this.

I have texted Erica and left a voicemail but haven’t heard back. It would make no sense whatsoever for me to buy a new phone, pay miscellaneous fees to change carriers and receive no rebate. The entire ordeal has cost me over $900. Yes, I have a new phone, but I could have stayed with ATT and got a new one for a steal.

I have wasted hours emailing and sending documents to Diamond Wirelss/A Wireless, nothing yet. Erica is no longer with the company and I am left holding a very expensive phone.