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Wirefly.com whereismyorder.com Misrepresented cell phone offer requirements Internet
I attempted to purchase 2 new cell phones along with a wireless plan
upgrade on their site. After following all the steps to checkout I
called the sales line to ask a question about their Service Agreement
optional purchase. After getting the information I decided that I would
not purchase a service agreement. After pressuring me to purchase said
agreement finally the agent helped me complete the sale. There was a
problem with my carrier regarding the upgrade date of one of the phones
that held up the sale. 1) The company attempted to complete the sale
for only one phone and plan upgrade without my approval.
After numerous \"chats\" I was finally able to halt the sale until my
carrier made the appropriate corrections to enable the sale for 2
phone/2 upgrades.
2)When i went to their order handling website(whereismyorder.com)I saw
that they had neglected to reissue one of the options I had intended to
order. I went to their \"chat\" window again and after adding the item
and completing the sale (I thought) I was asked to purchase a service
agreement again. Again I declined. I was then told that I could not
purchase the 2 phone/2 upgrade offer unless I also purchased additional
service agreements. They had already contacted my carrier and changed
my plan but now wanted an additional $100 (the cost of 2 service
agreements).I asked to speak with a supervisor was transferred to
another agent the promised a call from an agent in 8 hours. They said
that was a normal time to wait. I no longer trusted anything they had
to say and insisted that the whole transaction be cancelled. They did
not want to do this until I waited 8 hours for a call. I told them I
would wait 1 hour and did. At that time I got on the order status page
again and \"chatted\" with someone else and insisted that they cancel
the order. I now have to wait 4 days to hear if they contacted my
carrier and indeed canceled the upgrade. At no time during my initial purchase was I told that if I did not purchase a service agreement I could not have the offer. I never misrepresented the facts. I readily told them that I was already a customer with the carrier and that I am currently "Out of Contract". I clearly asked about the service agreement and was told that I could make the purchase without it.
1 Updates & Rebuttals
wirefly_kim
Reston,Virginia,
USA
Wirefly.com
#2UPDATE Employee
Mon, January 11, 2010
Sorry to hear you had a problem with your order. I work at Wireflys HQ in Reston, VA, and Id happy to look at your order in detail and address all your issues. I will need some specifics, though an order number would be best, but I can also search for your transaction by phone number or email address. You may either send me a PM or send an email to OnlineSupport@Wirefly.com with your order details. Your experience is not one that we want to repeat, so wed very much appreciate the opportunity to resolve this matter for you and for future customers.
-Wirefly_Kim