ProtectCELL
Reviews and Complaints

I paid the up front money to get protect cell. When the insurance was purchased I was given the reassurance that I will be getting a new phone 99% of the time if I have to have an insurance claim. Well, I had my claim and am just getting ready to get my 6th replacement phone because every phone that they send me is a piece of junk reused, broken and shouldn't be given to anyone else phone. Every single one of my devices had bad speakers. When I called and spoke to a customer service representative, they stated that they do not have the capabilities to turn on the phones because they do not have the sims card to activate them. So, therefore they don't even turn on the devices to see what is wrong with them before they ship them out to someone else for a cheap deductible of $120. After my 5th replacement with a blown speaker, they so kindly offered to upgrade me to a droid razr hd. My replacement phone came today. The lens to the camera is completely scratched...so obviously not new. Apparently, there is a tool that has to be used to access the sim slot along with a sd card...no tool was sent. When questioning the customer service member this time...they do not have a tool because that is something that you would get when you purchase your "new" phone. I obviously do not have one because I never started with this device. So now, I get to waste a couple more of my hours going to a verizon store to have them help me because they are capable of actually knowing what and how to run this device. Bottom line, this is a SCAM do not waste your money on protect cell unless you want to pay for a refurbished piece of c*** and waste your time and effort sending phones back and forth because none of them work properly.

Protect Cell has provided me with 4 defective replacement devices, all junk. they have caused me to spend countless hours on hold (today was on hold 37 minutes **consecutively**, Fact) They have poorly trained reps, who provide mixed and conflicting information. Currently fighting to get my 5th replacement device and was promised i could have something else due to the first 4 being defective. And now it comes time to honor that and am told NO. Instead they intend to send me a 5th... YES 5th! replacement droid 4. The supervisor i spoke to was absolutely no help at all, and had no sympathy for the 37 minute hold waiting for her, nor did she show any empathy for the collective of problems i have had with them.

They fail at customer service, they fail at giving me a working replacement phone, they fail to give me my money back, they FAIL TO DO ANYTHING THAT I EXPECTED WHEN BUYING THE PLAN!

AWEFUL COMPANY! **********DONT BUY FROM THEM!***********

Hello ProtectCell Valued Customer,

I’m sorry to hear that there was a delay in the request you filed for your lost/stolen iPhone 5. Since the iPhone 5 has such a high value and the theft rates have increased on them, we monitor each request made closely. We do this with very high-end devices when they are first released.

I did just talk to our customer support manager and she informed me that you request (along with many more iPhone 5 users) has been approved. So soon you and your iPhone 5 will be reconnected.

As for the thirty-day waiting period, almost any protection plan you buy has a thirty-day waiting period. Most make you wait 30 days even if you bought the plan and phone at the same time. ProtectCell is one of the only companies to waive that waiting period.

We hope that this hiccup in getting your device hasn’t completely turned you off and that you will continue to use the ProtectCell services included in your plan, so that you can protect your wireless lifestyle.

Thank you,
ProtectCell

Step one file a replacment request, seemed easy went on line signed in put my work phone number as my contact and waited for my confimration call back (which they said I'd get)
2) Finally called Protect Cell when I didn't get my confirmation call and they said that they had left me a message... On my broken phone number.
3) I asked why require a contact phone number if you are not going to use it.
4) They said that they then said that it would be sent right away via Fed Ex (sent on Thursday for a Friday delivery) I paid expedited delivery charge.
5) Friday morning still don't have my Fed ex confirmation so I call the company yet again. They now tell me that they are sorry but the phone is back ordered. I asked why didn't I get a phone call the answer was "Sorry I don't know" .
6) They tell me now it will be sent out Friday for a Saturday delivery.
7) I tell them Fed Ex does not do Saturday delivery unless it is specifically requested I was told that because it was coming from Michigan and going to a Michigan address that she "guaranteed" it would get here on time.
8) I receive a Fed Ex email which says it will be delivered on Monday .
9) I call Protect Cell yet again and say that Fed Ex has said that it will not arrive on Saturday unless Protect Cell request it and they didn't. She said again "sorry"
10) Now I am trying to get my info off the "cloud" and have requested a new password via email. I was told I would get it in 24 hrs, it has been 48 still no email(and yes I checked my "Junk" folder).
I have no complaints about deductibles just poor customer service
****This is by far the worst experience I have ever had. My son has Asurion and his replacement was seamless.

I have had to use the service twice, purchased the ProtectCELL COMPLETE™ that was the best plan they offered, paid in full at the Verizon store ~$200.00.

The first time experience was fine, broken screen on my new S4, I would rate the overall experience * * * * 0.50 stars. I was surprised at the $150.00 charge for the first replacement and $200 any further replacements, ( - 1/2 * ). I chalked that up to me not reading the fine print. Wish I had been told this up front at the store and it would not have stung so bad when I used the service for the first time. You will have to pay the replacement fee up front. The replacement was a fine re-manufactured device that worked out of the box. Had to get all the updates, etc on the device, but so do new ones out of the box, not a big deal. The replacement was shipped in a timely manner and arrived via Fed-Ex, signature required. Their Website kept track of everything on the request, when the device was shipped, tracking info, etc. With all things considered I was pleased with the service and happy to have purchased the ProtectCELL COMPLETE™ insurance plan. Even bragged to some of my friend about the experience and how I had made the correct dissension purchasing the plan.

Now my second time experience = ZERO *'s, hence my rating ( 4.5 + 0 / 2 = 2.25 ) * * 0.25
Some history: The S4 received some updates then afterwords the touch screen became not-so-responsive. After a week or so, I could not enter the password on the S4 and I was unable to get into the smart phone. After some "googling" for a fix, none of which worked, I took the S4 back to my Verizon store for assistance. They were also unable to correct the problem.

My options, purchase a new smart phone for full retail price ( 57 day till the 2 yr contract runs out) -- ouch!, or turn in a claim to ProtectCELL. I had almost forgotten about the insurance until the Verizon rep went through my account. Heck yea I exclaimed, had a great experience the first time around and was proud of my decision to purchase ProtectCELL. I had the Verizon rep call from their phone and paid the $200.00 and verified my mailing address, done! According to the ProtectCELL customer service rep on the phone that took my $$ I should expect the replacement S4 in a few days, tomorrow or the following day at the latest.

Here is where things start to turn for me: Went back home and logged into the ProtectCELL website to see the Request Device Activity and sure enough there was the second request. I could not get to the status of the claim though, ?... Therefore, I could not see the status or tracking information. Didn't think to much about that, but I was a little disappointed that I couldn't see the status. Next day, no S4. Second day passes, no S4. Third day passes, still no phone? Logged back into the ProtectCELL website to see the Request Device Activity and sure enough there was the second request but still could not get a status. Can't call because my smart phone is broken, so I sent them a note via their " Contact Us" link on their front page. They sent me an email requesting I call or use the "Live Chat" option. Had to choose the "Live Chat" option. At 18:45 I was second in line, at 18:48 I was next in line on the chat... >120 minutes later, I was still next in line... I sent multiple requests for service with no response via email. The next morning the chat window was still active and I was next in line, that's >12 hrs being next in line. When I get back home from work, I have an email from a "Contact Center Supervisor" requesting my "shipping address"; are you kidding me? the address was verified 4 days ago when they took my $$ over the phone at the Verizon store, and has never changed. So now being the weekend, the Contact Center Supervisor responds back that the S4 will be shipped out Monday. If your keeping track, 7 days before the S4 will "supposedly" be shipped.

NO EXPECTATIONS NO DISAPPOINTMENTS.
At this point I feel abused by the plan and what I've gone through to still have no replacement or tracking information at the very least. They have, in my opinion, failed by using stall tactics to replace my S4. They were able to take my $$ without a problem, within minutes, before the phone hung up at the Verizon store."

Failure for a company, bad service and poor operations. All the people I talked to seamed like they knew nothing. I got a replacement phone of a different model and it was cheap, could have bought it online for less that the replacement cost. Sent it back after confirming they would refund it and they never gave me my money back, every time I called I got "we are experiencing high then normal call volumes, please hold". Finally when I got to a person they transferred me and then I was put on hold by a supposed "Manager", I had to state my situation several times to get it across that I had sent the phone back and never received a refund. and when they put me on hold every time it was a ridiculously long time. Finally got my refund for the placement cost but they REFUSED to do anything for the shipping stating "We don't know what kind of phone your going to get" Seriously? You can't tell me what's in the package, if I knew they didn't have my model and I was paying 125$ for a different phone I never would have bothered. I am generally very patient but stupidity, ignorance and excuses do not fly with me and that is all they had to offer.

And... One last thing to say here... Or a real complaint. It's in reference to the "complaint board" apparently you can't make an additional or subsequent comment under the same user info, email etc. it forces you to change the email address even after it asks you if you are an existing member... Quite impractical for a complaint center / board. I guess it is assumed that one comment is sufficient across subjects or a person just has so many multiple emails and alias names 😊

I can't believe I'm actually taking the time to read most of the comments of complaints, but in response to r2 customer complaint to ProtectCELL... If you're an astute business man that keeps good track of records in your day planner, then why didn't you write down in your planner at your 20-29 days out as to when exactly you should decide to phone the insurance company? You seem diligent with your efforts; would have expected you to note when the 11th hour was before the point of no return if you hadn't heard from the company yourself. Btw, most people know to check their spam Mail when they are expecting communication from a company that most likely does electronic marketing, thus creating their mail to go to spam. That's pretty much out of their hands if they Sent the communication and you didn't manage your accounts ... Esp when something is time sensitive. Well at least we all learn from our mistakes. Btw i've been customer service before as well, and we all know to take the mono tone and approach when somebody is preemptively striking at us. Now i'm no longer a seller, I am a buyer so I got the full experience from both ends of the spectrum.

Oh my... I know this is a few years old but it comes up at top when researching phone insurance. I find it very comical that someone wants a phone for free when they ruin it because they paid $50 for insurance. $50?! At the time you sign up for the insurance online, the info is all right there on the site. If you pa $200 when you ruin your $550 phone, you can get it replaced with a new one, not refurbished. That's a pretty good deal to pay $250 for a $550 phone that was self ruined most likely. Once again, when you submitted the claim, you would have read that your model was on back order and that it might take longer. Actually mine was on back order and I got a choice of waiting for it OR selecting a newer upgraded model at the same price. I was thankful for all that I saved. If you put the same effort into reading ahead of paying as you do complaining, you'd be informed and probably feel thankful as well.

Note sent to protectcell:
I’m an astute businessman and unfortunately got sold a bill of goods on your policies by lack of information. I purchased my phone January 1, 2012 from T2 wireless in Newton, KS. They offered your plan to me and I paid that amount up front. On my Verizon contract I wrote the terms 50% in year one and 25% when year 2 was completed and I need to go buy a phone. I never received any information on the actual contract from Protectcell, but put in my day planner to look at changing a phone when my two years were up. At T2 Wireless they never stated that I had to do it before the two years expired not did I have any paperwork from ProtectCell so I had to rely on my notes

I purchased a phone on 4/22/2014 from Verizon in Wichita, KS. I asked if I could get a program like I had gotten before with a buyback and paying up front? They said no and that they only offered Asurion so I purchased that.

When I called the reseller to get the information for the buyback they had updated their computer and said they no longer had any information but told me I had bought ProtectCell. I called and talked to Lucas (P2038685) and he was extremely polite and helpful. He told me that corporate left at 3 and my call had been transferred to his department and to call and see if they could help me.

I called today and talked to Chris. He kept asking me what phone I had. The third time he stated that I was outside of the 30 days in a unbelievable monotone and completely non-caring voice and said my plan was no good. I explained the situation that I was never given documentation that I needed to implement this before the END of the 2 year time. Worst customer service from Chris showing zero interest or caring that I've experienced in years. I asked nicely if I could speak with a supervisor and he stated I'm corporate and you are past the 30 days. I told him I understood that but I hadn't been told that again and I would still like to speak with a supervisor to make sure we checked all the options because I wanted to buy a new policy from ProtectCell for my phone just purchased. I had called Verizon and they said I could buy an outside policy although I had been told I couldn’t at the store level.

I got a supervisor, Sherry (sp) and she gave me the cookie cutter answer of I was too far out etc. I stated my case to her but she said she couldn’t help me. I told her I didn't agree but that there are a couple things that the company should do: 1) You should make sure that the reseller selling your product gives out accurate data. 2) She also said that an e-mail had been sent to me with the conditions of the contract. I told her I never read anything from your company and that is likely that it went into spam. She told me that "I should check my spam." Now I was irritated and told her I don't read my spam. She said, "Well, some people do." I suggested that they send a response requested that a document had been sent and received like many companies do and then your company would know if your customer actually received the document. She then proceeded to tell me again that there was nothing she could do and started to reiterate all the things she had said before of why I couldn't get a buyback. I finally cut her off and explained, I disagree but understand I'm not getting my money back and therefore I won't be purchasing your plan for my new phone but that I was giving advice to help make sure this doesn't happen again unnecessarily. Then she said that information was valuable and she would pass it on. If she would have said that instead of launching back into telling me all the reasons I couldn't get my buyback I wouldn't have got near as fired up. Now I’m very negative on ProtectCell. She needs training in listening instead of using the "I understand sir, and let me explain my position again." It's obvious she has trained with only one response.

I was bilked of my buyback unintentionally because of lack of explanation and not having paperwork to state my parameters. Instead I had to go by the notes I had written on my Verizon contract and then in my day planner. And never receiving legal documents is a problem.

I think my points were very valid and a smart business would have maybe split the difference or whatever and implement the changes that I stated. Instead I was ushered out the door with “is there anything else I can do for you” . . . well obviously not. I won't be able to purchase your plans again because of business principals and bad business practices that need to be changed. I now plan based on the lack of empathy in corporate to pass this information on to some blog writers and a syndicated writer that I know to spread the word about companies and specifically ProtectCell not sending e-mails with a response requested to be checked that the customer had received it and even if a document goes in spam that ProtectCell takes the position that customer is bound by a legal document. You had something great that was sold but handled very poorly and usually companies start to decline with this type of business practices and no brand loyalty established. I am concerned that you might be in a position that a class action is possible based on your business practices . . . I don’t know if that is fact but I would be worried if it was a business I was running and this was happening. Thanks for your consideration.

I work for protectCELL as a customer service rep (the person you speak to on the phone, the "scam" artist) it never fails that I get calls from people who are misinformed of what their membership is, and how it works. I truly empathize for the misunderstandings, and genuinely feel bad for most of the people. But a lot of people are very rude, and like to talk down to you. Clearly there was a misunderstanding somewhere down the line, whether it was a rep saying "you can get a new phone for as LOW as $50" notice low is emphasized, or it was just the consumer not fully reading the contract they have signed. I don't mind the verbal abuse I get from time to time, loosing a phone is a stressful situation that no one wants to be in, and when they aren't sure about how it works the "surprise" factor can push you over the edge. Most members understand after I explain to then how it works, and enjoy having it clarified. Like other people stated it works just like any other insurance. I like protectCELL and I think what they have been doing is great (we did partner with a new company in the past year) the amount you pay is less, you just pay it at once instead of monthly, the other companies come up to $240 for 2 years if you add it up, and they won't cover your device for any reason, they also only allow 2 claims a year. The added benefits are great, and any device you get from then has a 1 year guarantee for manufactures defects, the other companies don't do that. If you feel scammed just look around, crunch the numbers and compare the benefits, I don't think you'll be feeling that way after.

Recently lost my iPhone 4S and have protect cell and happily paid the high deductible because know that to just go buy one is way more expensive than the $150 I spent. Customer service was very good and they sent me out a refurbished phone that day. Got the phone on time and activated it, instantly when it rang could tell the speaker was broken and making a horrible buzzing sound when the ringer went off. Once again customer service was very good and sent me a replacement for the replacement phone. All went smoothly with that, now the screen feels tacky compared to my identical work iPhone and the battery life is bad on the refurb. Not thrilled with the quality of the phones protect cell sent, overall the experience dealing with them was better than expected.

So eliae2004, am I just whining if I paid $200 for the plan and then $125 to get my phone replaced and they sent me one that doesn't charge? It's been on the charger since I got to work 7 hours ago and is at 24% battery, and was only off the charger for 30 minutes during my lunch. If I'm going to pay such a high deductible AFTER paying for the insurance coverage, then I should be guaranteed a brand new phone that works; I don't care about the color. Just because these other people had different experiences than you doesn't make them "whiny gimme-gimmes, " we've all paid for a product and a service and have every right to get what we paid for. You're just the only one on this thread who has.