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Consumer complaints and reviews about ProtectCell

Mom Send email
Jan 18, 2014

Received a stolen phone

When I purchased this insurance I was told that If I had to get a replacement phone it would be new. The first phone I received from protectcell doesn't work so after paying extra to have the phone shipped over night I am still without a phone. I call and they tell me they will send a second replacement. On the day I am suppose to receive the phone they call and tell me they don't have that phone in stock, but they will send me a different type of phone. I agree and they send out the "new" device. I try to activate the phone and it will not activate. So I take the phone to Verizon. They inform me that I am trying to activate a stolen device. At this point I am in shock. How can this "new" phone be stolen? So I call protectcell and they apoligize and tell me they will send a different device. So 11 days later I am still without a phone. I want my money back. I pay this company 120.00 and 25.00 to have the phone overnight and I HAVE NOTHING!!!!! Now lets see if I get the phone Monday. It better work or I am going to be one mad customer......
ProtectCELL Send email
Mar 4, 2013

Response to INGA

Hello Inga,
I’m sorry that there were multiple issues with you taking advantage of you ProtectCELL plan. I’d like to take this time to clear up a few of the misconceptions you spoke of that you viewed as reasons why we’re a “scam”.

1. The reason you received multiple logins from ProtectCELL, is because our plan comes with multiple services so you’re not just getting protection for your phone. You most likely received one for our Rewards Mall, one on your phone for our mobile security applications and your generic account login. These services should be explained to you when you purchased your plan and most stores provide customers with a handout with information on the plan you selected. The reason those are included in our plans are because we want our customers to get value out of the plan even if they don’t need to request another device.

2. As for being sold a plan on device we don’t provide protection for, unfortunately that’s just a sales representative not looking up a device before selling a plan. Because wireless dealers use their own point of sale systems they have to manually look up a device to see if we provide a protection plan. However, the fact that the customer service rep you spoke to was allowing you to pay the admin fee it seems like we were trying to fulfill the request you were attempting to make. Without your account information I can’t be sure on that, but normally we try to help out our customers as much as possible, especially when an avoidable mistake was already made.

3. Your experience with the call center stems from the fact that your situation was unique and the call center representative didn’t want to provide any misinformation. That is the reason he was asking you to talk to someone during business hours so you could talk to our customer service manger so she could help in this unique situation.

I understand you have had a unique experience, but I would like to let you know that ProtectCELL is A rated by the Better Business Bureau, were named to the INC 500 in 2012 and have already sold over 1.5 million plans. I hope you will call our corporate office (248.319.0450) to talk to our Customer Support Manager so we can help you in this unique situation.
inga Send email
Feb 17, 2013

cell phone insurance

I was advised to purchase ProtectCell to insure my new smart phone in case it was lost or broken. However, now that I have been through a bad experience with a shattered phone, I want to share my three complaints in order to warn others away from ProtectCell (They are a scam!)

1) The sign in information that was sent to me failed to log me into my account on their website. In fact, I received multiple login data for the various different services beyond the insurance I ordered. In other words, I was already suspicious once I encountered this many problems even accessing an official account. Smoke and Mirrors in terms of access.

2) I learned that the make and model of phone that I purchased was not covered by the service I purchased. I was immediately asked to pay $150 in administrative fees for simply filing the insurance report for the damaged phone. Why, you might ask, would a company even be allowed to sell an insurance plan to a phone it does not cover? Of course, this is partially the due to faulty information given me by the Verizon store where I purchased it. But Protectcell is certainly at fault, as well. No innocent mistake on their part.

3) Even my experience on the phone with Protectcell was horrible. Greg at the Iowa caller center (877-775-3274) was dismissive, condescending, and simply kept repeating the same lines over and over again, even as I asked new fresh questions to gather all of the information I needed in order to solve my problem (i.e., cancel my service). Instead of answering my questions, he was prepared to send me into a phone-vortex - despite having already told me I could not solve the issue until business hours the next day. Any call center which is happy to send its customers into phone-obscurity is not providing customer service, not even a little bit.

Perhaps more than these three complaints, I would leave you with the more general commentThis company's overall strategy for making money is predatory. Anytime a company inserts this many hurdles between customer need and the actual solution, whether it be on the website interface or through the call system, the scam factor increases 100-fold. Further, Protectcell thrives on the intentional miscommunication that arises from third party, off-site business models.

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