Has anybody got their Droid from Wirefly.com?

[volando]

I bought the phone through wirefly (and discovered the next day that you can get it for $20 less - doh!) pretty much right when it came out. Phone was great (other than the minor voice quality issues i'm hoping will be gone with the dec 11th update), shipping quick, so all in all a positive experience, even with the number porting... Don't know what the deal is with warranty, probably none but whatever...

 

[Erron]

Just letting you know I sent you a PM regarding adding a phone to my line. I don't get emails when I have PM's, so i figure this may help.

I apologize in advance if we didn't meet your expectations in every aspect of our commitment to exceptional service. Thank you for sharing your experience with our support team. We are dedicated to improving processes like this so your feedback is very helpful. If there's anything else I can do to assist just give me a shout via PM.

Terry

I ordered mine from wirefly. Biggest pain EVER. The phone came just fine, but activating was a horrible process including some of the worst customer service I have seen. I wound up just calling Verizon even though wirefly says not to. Works great now, lady on the phone for Verizon was very helpful. If you take a look at epinions or something like that wirefly has a 3.5/5 due to the customer service.

I had the same issue. Phone arrived on Thursday, but activation did not work (I could make calls, but people calling me went to my old AT&T voicemail). Called Wirefly support on Friday morning and was told it would be fixed in 24 hours. On Saturday morning it was still not activated, so called Wirefly support again. This time I was told that the fix time was 48 hours not 24!! When I asked what I should do if it was still not working on Sunday as their support line is closed on Sunday I was told I could call back on Monday!!

Even though I was told not to call Verizon directly, I was so frustrated by Wirefly's poor support that I called Verizon and guess what - they were able to force the activation through while I waited - took all of 5 minutes!!

So thumbs down on Wirefly support!!

(On a separate note I was very impressed with Verizon's customer service. On the 3 occasions that I have called over the past 3 days I have always reached a live person within minutes - and they have all been knowledgeable and friendly - and (most importantly) being able to answer my questions or resolve my issue. No reading canned scripts here!! Compare that to AT&T where it was common to be on hold for at least 20 minutes - only to be shunted to another hold queue after that)

 

[Wirefly]

@Erron, I'll be replying to your PM shortly. Thanks for giving Wirefly an opportunity to serve you.

@ciegasordomuda I have delivered your message to a manager at our customer care department here in Reston, VA. They should be in touch shortly at the contact number you provided. Please PM an order # or some other identifiable information to help expedite the request.

@MarkB It looks like we contacted you on Friday and walked you through a few different options - one of which is completely replacing the Droid with a new one to see if you have better reception in your area. Let me know if you need anything else.

Changing the world one Droid at a time,

Terry

 

[MarkB]

Yes Terry, thanks. I'll be back in touch with the representative who called me in just a little while, to try out that replacement droid.

Mark

 

[brenj888]

Droid from Wirefly

I looked into getting my Droid from wirefly and gave them a call. Yes, it is $149. My husband and I are also looking to reduce our number of phone minutes. Now that the blabby kids are gone we don't need 2100 minutes. I was told at wirefly that I could only upgrade a plan but not reduce. Their cheapest plan is $89.99. With Verizon we can get a lower plan for $69.99.

So...back to my plan to get my droid tomorrow!!!!! But wirefly offers an insurance plan for a flat $49.99. With that you can get up to 3 phones if they break or get stolen. I thought that was a good deal. I stopped getting Verizon's monthly pay insurance years ago because of the stupid $50 deductibe. I had only used it ONCE in about 10 years!

From reading here it sounds as though insurance may be a good idea but I HATE that monthly fee - maybe it has changed though. I will find out tomorrow!

(Sears is just a front for wirefly - my local sears only does it online)

 

[jonfhancock]

I bought a Droid and an Eris from Wirefly. The price was great, plus we got two free Bluetooth ear pieces (don't know how the quality is yet). Ordering was easy, and shipping was on time.

Two problems:

1. Activation takes a long time. We're aproaching the 24 hour mark, and nothing yet. I posted on Twitter, and they asked me to DM them, but didn't follow me, so I can't. I PMed them here, and haven't heard anything yet.
2. One of the Bluetooth ear pieces had the packaging cut open, and the ear piece removed! Looks like somebody at the warehouse just cut it with a razor blade, and pulled out the goods. How does that get through quality control?

After activation, and replacing the ear piece, I'll post back about the experience.

 

[Erron]

I am still waiting to hear from them as well on adding another phone.

 

[MarkB]

They shipped a new Droid to me today to replace the one that I got from them, thanks to Terry and the rep he put me in touch with. First one has numerous reception issues which is not a wirefly related problem. I'll post back on how the exchange goes. Also if we keep our phones from them I'm porting our numbers over from AT&T and will post back about that process too.

 

[jonfhancock]

I opened a live chat with a representative from Wirefly's customer service web site. The log is below:

I would like to have the activation of my phones escalated per the tweet at Wirefly (Wirefly) on Twitter.

We chatted, and he was very polite and gave useful help, but still wasn't able to get the phone to activate. He escalated my problem to the activations team, and asked me to allow 48 hours.

Just as I was about to ask about the bluetooth problem, I got booted from the chat session, so I wasn't able to copy the log.

Logged back in to ask about the bluetooth:

We ordered 2 phones, and with them two bluetooth ear pieces. One of the ear pieces had the package cut open, and the earpiece removed. The documentation and charger were still in the package. I would like to send it back for a replacement.

Pranita : Hi Jon. Thank you for contacting our chat support group. I'd be glad to help you with that.
Pranita : For security reasons,could you please verify the last four digits of your Social Security Number?
Jon Hancock: ****
Pranita : Thank you for the verification. It will just take a minute or two for me to review your order information.
Pranita : Thanks for your patience, I'm still checking on the details of your order.

Pranita : Thanks very much for holding, I'm sorry that took so long, and I appreciate your patience.
Pranita : I truly apologize for the problems you've had, and I will escalate this matter to warehouse specialist for priority resolution.
Pranita : A new bluetooth headset will be shipped anytime within next 24 hours.
Jon Hancock: Ok. Thank you. Would you like the empty package to be shipped back, or at least pictures of the damage?
Pranita : You're welcome.
Pranita : No, that's not a problem, we need not have that empty package to be shipped back.
Jon Hancock: Thank you very much. I appreciate the prompt and polite service!

And then I got booted again... Apparently their system logs you out after a few minutes in chat.

 

[jonfhancock]

Well, I waited until 7:00am the next morning and hopped back onto chat with a Wirefly rep. I explained that we could not wait any longer for activation because my wife's old phone was not functioning, and she needed it for work. I told them it had to be working by 8:00am. I gave them till 7:45 to get it activated, or I would call Verizon and have them force the activation.

7:45 rolled around, and no activation. I called Verizon, and explained the situation to the rep. He took care of it within about 10 minutes. Stayed on the line to make sure everything was working on both phones.

Every rep I spoke with at both Wirefly and Verizon were very polite and helpful. Wirefly couldn't seem to get the job done on activation though. Now knowing how easy it is to call up Verizon and have them do the activation, I would order from Wirefly again.

I have to say, I was impressed with Verizon. It was very easy to get to a person (the menu was long and hierarchical, but not circular). The guy was super nice, and got the job done. Eager to help.

We're very happy with the phones, and the internet is blazing fast. I'm loving Google Listen/Droid as my replacement for iTunes U/iPod for self directed learning.

 

[jonfhancock]

Well, I waited until 7:00am the next morning and hopped back onto chat with a Wirefly rep. I explained that we could not wait any longer for activation because my wife's old phone was not functioning, and she needed it for work. I told them it had to be working by 8:00am. I gave them till 7:45 to get it activated, or I would call Verizon and have them force the activation.

7:45 rolled around, and no activation. I called Verizon, and explained the situation to the rep. He took care of it within about 10 minutes. Stayed on the line to make sure everything was working on both phones.

Every rep I spoke with at both Wirefly and Verizon were very polite and helpful. Wirefly couldn't seem to get the job done on activation though. Now knowing how easy it is to call up Verizon and have them do the activation, I would order from Wirefly again.

I have to say, I was impressed with Verizon. It was very easy to get to a person (the menu was long and hierarchical, but not circular). The guy was super nice, and got the job done. Eager to help.

We're very happy with the phones, and the internet is blazing fast. I'm loving Google Listen/Droid as my replacement for iTunes U/iPod for self directed learning.

 

[MarkB]

So my replacement Droid from Wirefly showed up and it seems to be functioning much better than the original. Now I'm going to talk with them about porting my numbers over from AT&T. I'll let you know how the process goes.

 

[Erron]

unfortunately, I have some news.

I PM'ed the user on here, wirefly and asked about adding another phone on my account. I now need 2 more phones and upgraded to a family plan. I was told I would get a pm back. I believe it was about a week ago, and I have yet to hear anything.

This bothers me because I took up for wirefly for even coming on here to state their own case. Ah well

 

[Wirefly]

@Erron, I'm very sorry I didn't respond to your PM. I was confused and was waiting for you to send your order information but I realized that you haven't placed an order yet and just had a pre-order question.

As to whether you can order the Droid and convert your individual plan to a family plan yes you can do that at either Wirefly or Dell.com. The easiest thing to do is to click the 'order by phone' button on the product page. You'll get a call code and one of our sales agents can walk you through converting the individual line to a family plan, and make sure everything goes smoothly w/Verizon.

Again my sincere apologies for the confusion and not responding in a timely manner.

Terry

 

[Erron]

OK,

I will call through the dell site this afternoon. Thank you for the reply.

@Erron, I'm very sorry I didn't respond to your PM. I was confused and was waiting for you to send your order information but I realized that you haven't placed an order yet and just had a pre-order question.

As to whether you can order the Droid and convert your individual plan to a family plan yes you can do that at either Wirefly or Dell.com. The easiest thing to do is to click the 'order by phone' button on the product page. You'll get a call code and one of our sales agents can walk you through converting the individual line to a family plan, and make sure everything goes smoothly w/Verizon.

Again my sincere apologies for the confusion and not responding in a timely manner.

Terry