Last night I was told by a friend that I could get a cell phone from this company called wirefly.com. I had already tried getting one at verizon, but they wanted a $400 deposit to initiate a contract. My friend told me that she got hers without a credit check, nor a deposit. To me this sounded like a fantastic deal, because I feel that you should not have to provide credit information for personal communication anyway.
Today, Jan 12, 2009, I got on the website and found this great deal. Brand new LG Chocolate for free, and starting at $40 for a simple plan. At first I was skeptical about this, so I carefully took my time to muse around the site and find some sort of "catch" in the system. I could not find one, and everything looked pretty legitamate to me. I went on ahead and placed the order for my phone, and chose the plan I wanted. I was so excited, finally, my own cell phone plan, I was walking on clouds.
I then went to check my e-mail later and found an e-mail from the company(wirefly.com), and it gave me a phone number to call to complete my transaction. Once again, I was excited, this is legit, finally I'm gonna get my own phone and plan.
I proceeded to call the number and began speaking with a representative. He said that I had been approved and all I needed to do was pay $400 up front for a deposit and it would be credited back to me after a year of good standing with the company(verizon). Wait...Did he just ask me to pay $400 up front for a deposit?
I started thinking back to when I ordered the phone, and I remembered no such a thing being stated on the website. I was madly confused, as I had read the TOS agreement, and all the other T&C list. No where did it list that I would have to pay any sort of "possible" deposit of any kind, the only thing I read was that they would give me 181 days to prove myself as a customer. I was fine with that, I can make my payments on time, thats not a big deal to me.
I then asked the man that was assisting me, "why are you asking me for a deposit, your website didn't state anything about, even a possible, deposit?" He then began trying to explain to me that I would have to talk to Verizon about the issue because they only give out the phones and thats all, and there was nothing they can do. This really upset me. I asked him again, "why is this not stated on your site when I signed up for the phone?" His only response was "I'm sorry" and then he repeated the previous statement he made. I asked him the same question again, his response, the same. By this time I was flaming, but I kept my cool and explained to him that if I have to pay a deposit, or even a "possible" deposit, it should be stated on the site. He apologized repeated the statement he'd already made.
Realizing that he was not being attentive to my complaints, as he lacked significant understanding to them, I explained to him that I understand what he's saying, but my issue was, "why is there no mention of this anywhere on the site?" Once again, he repeated his initial statement. This went on for about 15 minutes before he suggested I talk to a supervisor. I told him fine, as long as I get my phone and I don't have to pay for a deposit, because that was not mentioned when I applied for the phone.
I work in a customer service position, and one thing I have learned is that when a company is blatanly in the wrong, it is there job to make sure that the consumer is properly taken care of and that the issue is made right. I understand there are some things that you can't control in a company, but I also understand that the company is to fix the problem between them and the consumer, at the company's expense and not the consumers.
Finally I was on the phone with his "supervisor", who was a lady that gave me the same "run-around" as he did. I kept making it known that the website, wirefly.com, does not mention anything close to any sort of "possible" deposit. All she did was make the same statements the previous man did. I explained to her that I know how customer service works, and when the company is at fault, they are to make sure the consumer is taken care of based on the deal made with the consumer. Once again, I received the same response. I was becoming infuriated with this customer service, not only had I been mislead, but I was also dealing with a company whose associates are not properly educated in the ethics of customer service, even just general ethics for that matter. I made it known that I had already been mislead and lied to based off of the information I was given from the site, not to mention they had taken a dollar out of my account that I never authorized because my statement said "0.00" when I processed my order online.
The only thing she offered to do was to give my dollar back, and put me on the phone with a verizon representative of customer service. Even though the phone was coming from Verizon, my issue was with this company, Wirefly, because of the misleading business promotion they have on their website. She kept saying there was nothing she could do about it, and that her hands were tied. Since I already work in customer service, I know that is a flat out lie because customer service can always do something and fix the issue at hand, especially when the company is knowingly in the wrong.
I let her know that I know how it all works, and that I'm not stupid when it comes to these sorts of matters. Apparently she was sick of talking to me and asked me to hold while she went to go retrieve some more information. When she got back on the phone she announced, "Sir?", my response, "Yes?", then she asked if I was still there. Once again, "Yes." Then she said "Sir?" and I responded, "I'm Here". She then asked, "Are you there?", I then responded, "Yes". Then she hung up on me, and when I tried to call back, I could not reach them because they had cancelled my order, therefore I couldn't reach any customer service representative because my order number had been cancelled.
I'm extremely irritated and aggravated with the fact that this company posted somthing that was blatanly misleading as a legitimate business deal. I feel that any company that does such should be responsible for insuring that the consumer is well taken care of, as is the general custom of "Customer Service". Now I'm here posting this, and I plan on making this known on every public posting site possible, i.e. Facebook, Myspace, Google, Jeeves, Bing, Wiki, and any other place I can think of.
If you happen to come across this, please flag the website www.wirefly.com, as they are not a legitimate business and they operate from outsourcing, which is also an unethical way to business. Thank you for taking the time to read this, and I hope it actually makes some head way, as it should.