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I bought a phone (Samsung Propel A767) from Wirefly, who claimed to be an authorized dealer of at&t. I got the phone on 10/10/09, and first, they refused to activate my phone, though both at&t and my old carrier said that my number should have been ported within 2 days. My number was never activated until 10/14/09.
Right from the start, I had really bad reception in my apartment which led to many missed and dropped calls. At first I contacted AT&T and they suggested I get a new sim card, which I did on 10/23/09. However, the problems persisted, and on a whim, I took the sim card out of the Samsung phone and put it in another phone. The problems ceased immediately and then I suspected that the Samsung phone was defective.
Since Wirefly offers a 30 day warranty, I contacted them about exchanging phones because the one they sent was defective. However, I was missing the original box the phone came in, plus the Spanish manual, and Wirefly told me I would need to pay $50 for each missing item. I find this preposterous, since it was their fault for sending me a defective product, and now they wouldn't let me return it without paying. I threw away those items because I didn't think I would need to return the phone, since it seemed to be in working condition. I just assumed all the reception problems were AT&T's fault.
Furthermore, they said they were going to charge me an extra $250 for getting a new sim card, which I only did on the suggestion of AT&T. Again, none of this would have been necessary if they didn't send me a faulty product. I'm very upset by the way they've handled these issues and the fact that after putting me through so many inconveniences, they refuse to make adjustments to their return policy and allow me to return the product free of charge.
Even more upsetting, they actually suggested I broke the phone, saying they "ship all the phones after thorough quality inspection and being an electronic device , any item can get faulty anytime and once the new phone is activated". Bullcrap? Yeah, I think so too.
2 Updates & Rebuttals
Tbar
Richmond,Kentucky,
U.S.A.
Thank you to everyone that filed a report about this company
#3General Comment
Sun, March 07, 2010
I was just about to hit the submit button and upgrade my current phones under my AT&T plan with Wirefly. After reading all of the problems everyone has had with this company I have Changed my mind.
I will just suck up the $18.00 per phone upgrade fee that AT&T will charge and know that I am dealing with a legitimate company. I realize that a few customers on here have had their problems resolved. However, it looks like the vast majority of people have had no resolution.
Wirefly, you had better clean up your customer service or you will lose all business. I will certainly never do business with you now or in the future based on all of the complaints you have received on this site.
Jenny
USANot too bad I guess
#3Author of original report
Wed, October 28, 2009
I got a call from their customer support the day after I wrote this report, and the person I spoke with was extremely polite and knowledgeable. She first apologized for the troubles I went through and went ahead and processed my exchange with the assurance that she'll let management waive the fees involved. She even went ahead and sent out a new phone for me with expedited delivery and waived security deposit, which I thought was nice.