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General discussion

Poor customer support from Inphonic.com/Wirefly.com

Jul 19, 2004 9:53PM PDT

I placed an order on 6/17/04 which was the beginning of a nightmare! I could not get accurate inforamtion about my order and their customer service hides behind email because I was unable to contact anyone by telephone. I was told on one occasion(via email) that my order had been shipped but when I attempted to check on the shipping status I was informed that my order was still being processed. Finally, after three weeks I received the telephone with a congratulatory letter welcoming me as a customer and informing me of my new wireless telephone number with AT&T but by then I had decided to cancel my order and return the phone. I followed their instructions to return the phone and when I called AT&T to cancel the service I was informed that a number had not been activated for me and the number Wirefly/Inphonic told me was mine, was actually assigned to someone else and in use. When I called to get a return authorization I finally got to speak with someone in customer service who wanted to know why I wanted to return the phone. He didn't seem to be too concerned when I outlined the problems I had experienced.

Discussion is locked

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The nightmare has begun!!! with wirefly.com and inphonic
Mar 4, 2005 11:14AM PST

As I recently stated, how I wish I would have seen this site before ordering! Received my phones when they said I would which was on the 2nd of March. After letting them charge for the day did the *28 to actavate my roll over number, no problem there! BUT when I tried to activate the secondary line (purchased the Verizon Family Share Plan)...I was unsuccessful. so I decided to call the assigned number and what a surprise! It belonged to another customer. Called each company and of course was told it was the other companys problem. By this time its 11pm Wednsday nite. At 9am the next morning I did a 3 way conference and was on the phone nearly an hour when all was said and done, Infonic requested that I give them 24 to 48 hours to correct the problem. I've called 3 times since yesterday morning and am being given the same stupid message that it takes time to find an available number to assign to my phone so it can be actavated...pretty good eh for a company that said it doesnt assign the numbers verizon does!! And to add salt to the wounds, Infonic is telling me their people do not work on the weekends so Monday will be the earliest my phone could be turned on! No need to be a mental giant to know that is more than 48 hours!! Right now am waiting for the verizon rep to call me back an see if they can assign and actavate my 2nd phone.

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Inphonic Customer Service Response
Aug 31, 2005 6:16AM PDT

Dear Valued Customer,

We are sorry to hear of your experience. Our goal is 100% customer satisfaction. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation and ensure that somebody follows up with you.
Thank you for your patience.

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Inphonic Customer Service Response
Aug 31, 2005 8:15AM PDT

Dear Valued Customer,

We are sorry to hear of your experience. Our goal is 100% customer satisfaction. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation and ensure that somebody follows up with you. Thank you for your patience.

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What did you make copies of?
Mar 7, 2005 4:49AM PST

I'm already facing problems with wirefly saying they are unable to complete my order because some information needs to be verified. What did you make copies of --the comments about wirefly or just your receipts and other things? Thanks!

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Call to Cancel if you ordered from WIREFLY right away!
Mar 7, 2005 11:15AM PST

UN-believable! I was on hold waiting for a customer service rep for 20 min this morning and then another 20 minutes later when I tried. I finally got through and the rep. tells me that people even wait up to 45 minutes! I asked for the manager's name, she demanded to know why. She finally gave it to me, saying she didn't know the last name. Her name was Rosalin or something like that. I asked if I should call Verizon, she demanded to know why and said there was no need to -- kinda suspicious if you ask me.

Good thing was that I just happened to have a missing piece of info. on my order so they could only pre-authorize 160 on my checking account and couldn't complete the order. I called today after reading all those comments --thanks to everyone who posted!--and cancelled my service since I hadn't received my phone yet (that was an option on their voice menu).

My Advice, if you've ordered very recently CALL to cancel!

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Wirefly
May 25, 2005 9:54AM PDT

Recently, i ordered through wirefly. I ordered 4 phones, they sent the wrong ones. I sent them back, and they supposedly corrected the problem and sent them back. Today was day number 9 that our account was active and we still don't have the phones. We called and cancelled everything, and are still waiting for our money back.

Sure wish we saw this memo ten days ago!!!

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Inphonic Customer Service Response
Aug 31, 2005 6:19AM PDT

Dear Valued Customer,

We are sorry to hear of your experience. Our goal is 100% customer satisfaction. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation and ensure that somebody follows up with you.
Thank you for your patience.

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WIREFLY Stinks
Apr 13, 2005 3:21AM PDT

I ordered a phone and serivce package from wirefly. It seemed to be a great deal.

After placing my order I became alarmed immediately because I did not get any confirmation of my order in my email account. I then called wirefly and could not contact a single person. So I began searching the internet and stumbled upon this site. I read a few complaints regarding wirefly and realized I was in trouble.

I stopped payment through my bank and contacted wirefly and cancelled my order. Hopefully the order is canceled in actuality and I will not suffer the same problems others have.

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Wirefly is fraudulant!!!!
Apr 19, 2005 12:27PM PDT

This company will lure you in with juicy free offers and all kinds of rebates and they will never pay you---ever. just try and contact this company by phone. Go ahead just try and talk to a real person. DO NOT SEND THIS DAMN COMPANY A DIME!!!!!

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Over $500 lost to these jerks!!!
Jul 20, 2005 3:33AM PDT

Wirefly is a rip-off.

They've had my money for weeks, have not shipped anything, and now will not refund my money!!!

They claim the only way to get a refund is to call them. Of course, when you call, they ask for an order number. Surprise, although my order number works on their website, there automated phone system does not recognize it, and so I get dropped! What a scam!!!!

I've tried 3 numbers to get through.

The first number (888-378-8091) you get is at:

https://www.whereismyorder.com/CancellationInstructions.aspx?referringpartner=pricespecials2


The second number (888-947-3359) you get is at:

https://www.whereismyorder.com/Cancellations_faq.aspx??referringpartner=pricespecials2

The third (800-985-6073) was given me when I talked to someone at the second. It's the same endpoint as the first number.

I tried calling the second number again, and was informed that to get a live agent, I could enter 0# for the order number, and then a 0 after that. Of course that brings you to a dialog which asks you to enter an extension number -- agh!!! -- and suggests you enter 411# if you don't know one. And then and endless call filled with hold music...

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Assistance from Wirefly Customer Service
Jul 21, 2005 12:08AM PDT

Dear Valued Customer,

Our goal is 100% customer satisfaction and so we are sorry to hear of your concerns regarding our order processing.

As the leading retailer of wireless phones on the Internet, we activate over 90,000 satisfied new wireless subscribers every month. I am eager to investigate and correct any problems which may have occurred with your order. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation.

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RE: ASSISTANCE OFFER FROM WIREFLY CUST SERVICE: BOGUS!!!!
Jul 25, 2005 7:46AM PDT

BULL!!!!!!!! FOLLOW THREAD BELOE.....TOO EARLY, TOO LATE ETC. ETC. ETC.

Why not just admit that your offer is designed not to pay the rebate.Please check your records.
I resubmitted ALL the documentation. Guess what your phone rep told me:
"Sorry, now your are "TOO LATE!!!!!!!"
I ordered that phone in good faith expecting the rebate. Too bad you are not willing to do the same

---- Original Message -----
From: <customer_relations@inphonic.com>
To: <psychnurse1@optonline.net>
Sent: Monday, July 25, 2005 4:05 PM
Subject: rebate [#257415Cool

>
> Dear Customer
>
> Thank you for your order of a wireless phone.
>
> The rebate request you have submitted to InPhonic, Inc. has been received by our Rebate Processing Center.
>
> At this time we will unfortunately not be able to fulfill that request due to the following issue(s):
>
> Claim was postmarked before the required date. Claims should be postmarked
no earlier than 180 days after activation date. Any claim submitted before
180 days from activation must be resubmitted in its entirety during the
proper timeframe. For further information, please see the rebate instructions on our site:
>
> https://www.cellphonerebates.com.
> Sincerely,
>
> Customer Retention Department
> InPhonic, Inc.

> Sincerely,
>
> J. Sweeney
> Customer Relations Department
>

----- Original Message -----
From: WirelessCustomerService@mail.helgesonent.com
To: psychnurse1@optonline.net
Sent: Tuesday, June 28, 2005 7:40 AM
Subject: Wireless Email Notification


Thank you for your recent rebate claim submission. Your rebate form has been
received and is currently being processed. You will receive further
communication regarding your rebate claim within 8-10 weeks. Thank you for
your patience.

This is an automatically generated email that is unable to accommodate replies.
Please be aware that you have not been added to an email list.

Wireless Rebate Processing Center
Customer Care

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Inphonic Customer Service Response
Aug 31, 2005 6:20AM PDT

Dear Valued Customer,

We are sorry to hear of your experience. Our goal is 100% customer satisfaction. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation and ensure that somebody follows up with you. Thank you for your patience.

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Wirefly Has My Raz V3 Phone and Money!
Apr 27, 2005 4:39AM PDT

If anyone reads this, my suggestion is NOT to by from wirefly. I bought a Razor V3 phone in early March as a birthday present for my wife. Unfortunately she was not happy with the wireless provider because it didn't have the coverage (dropped and several missed calls) unlike her old carrier and it doesn't work in the no coverage in the metro rail tunnels. She had a friend in town who happen to show her this link in CNET. So she returned the phone in person with her friend to the Largo MD facility and had a Wirefly person sign the invoice when it was return.
I later contacted Wirefly becuase after visting thier sorry web site and being told by a voice mail message "my refund was being processed and please allow takes 5-10 business days".... I was at 15 business days when I heard that message. Eventually I got hold of someone phone who told me the phone was recieve in acceptable condition but not returned within 30 days. I told them and I had a signed form claming likewise as I nearly came unglued! "Okay let me talk to my supervisor." Then they wanted to know who signed the form and did I have it on me? Why does that matter? I told them the phone was returned in person 29 days and that the form was home as my wife visited your office in person. It's been 4 business days going on a total of 18 business now and I have heard NOTHING. Sent two emails and said F this. I called the Better Business Bureau and later sent Wirefly an email message (after not being able to reach them as the phone service was down)that if I don't hear from them they will hear from them I will sue for my refund plus legal expenses.

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Praise the Lord, I FINALLY Got a Refund from Wirefly
Apr 28, 2005 3:02AM PDT

This is a follow up to my earlier post. I guess my contacting the Better Business Bureau and treat to contact my lawyer and sue for my refund plus legal fees may have had some influence. Wirefly provided me a full refund 20 business days later.

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Inphonic Customer Service Response
Aug 31, 2005 6:32AM PDT

Dear Valued Customer,

We are sorry to hear of your experience. Our goal is 100% customer satisfaction. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation and ensure that somebody follows up with you.
Thank you for your patience.

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rebate-
Mar 9, 2005 4:41AM PST

I will be curious to see if you get your rebate. After meticulous record keeping and hoop jumping I did not get mine. It would have been impossible to meet all the requirements. I am out $300 in rebates. I was told that "this is business."

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Impossible conditions to meet on Rebate Forms
Aug 11, 2005 2:35AM PDT

My $150 rebate form for my Motorola cell phone from WireFly has the condition that the rebate form must be received (or is it postmarked?) within a 30 day window [180 days to 210 dyas]!

While I can understand having to wait 6 months to verify that the account is in good standing, why so short a time period in which to submit it? It is the first time I have seen such a small time frame. Obviously it is designed so that many people will fail to meet the conditions.

Getting paid on rebates is a game and you have to know how to play it well, which means copies of everything. I would even suggest for rebates that are worth a lot, that you spend a couple of dollars and have it sent registered so that it must be signed for. A common excuse given by rebate companies is that they never received it and that they are not responsible for lost mail, but once they sign for it, they become responsible for it. I would also suggest for those rebates that have to wait for an extended period of time prior to being sent in, that you set up some type of reminder ... in my case (being ADHD), I set it up in my Palm and I also set up an internet greeting card to myself (and to mygirlfriend) to be delivered in the future to remind me about the rebate.

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Inphonic Customer Service Response
Sep 1, 2005 12:37AM PDT

Dear Valued Customer,
Our goal is 100% customer satisfaction and therefore we are sorry to hear of your concerns regarding our rebates.
It is our policy to promptly process and send checks to every customer that fulfills the rebate requirements. We activate over 100,000 new wireless subscribers every month, and have happily paid out millions of dollars in rebates to our customers. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation.

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WIREFLY - CUSTOMER SERVICE
Nov 1, 2005 1:53AM PST

Dear d012560c,

Our goal is 100% customer satisfaction and therefore we are sorry to hear of your concerns regarding our rebates.

It is our policy to promptly process and send checks to every customer that fulfills the rebate requirements. We activate over 100,000 new wireless subscribers every month, and have happily paid out millions of dollars in rebates to our customers.

Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation.

Regards,

Neil
[Wirefly - Customer Service Department]

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My $175 rebate was denied and how to check yours
Apr 19, 2005 6:54AM PDT

I think your rebates will arrive, since they were handled by 3rd party company, can't get worst than wirefly, don't worry. You can call RebateZone at 866-579-3062 or www.rebate-zone.com/inphonic for details. I am not so luck though. Half of my order (one of 2 phones in a family plan) was delayed for more than 40 days due to wirefly's stupid mistake, my rebate submission was denied. I called them but was told they "can't do anything".

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Rebates
Aug 10, 2005 8:39AM PDT

If I were you I would seek retribution for the rebate through your credit card company, Assuming that you charged your phone w/ a credit card and have been denied your rebate, I would merely withold payment for that amount w/ the credit card company. Even if you have already paid for the phone, you can send your credit card company a letter explaining your deduction and they will chargeback Wirefly for that amount. Your credit card is a powerful tool. Don't hesitate to use it.
Finally, I mailed my rebates in today for 2 Phones for $200. Because of what I read on this forum, I sent them registered mail, return receipt requested. Just don't trust those ba$%#rds!!! Based on all the complaints registered on this forum, I'm somewhat apprehensive about what to expect. Rest assured, I will use my credit card company as a tool to get what I'm entitled, if necessary.
Also, your state attorney general or someone in your state consumer fraud bureau can be sourced out for help. In NY state, where I live, we have a very strong consumer protection bureau. I won't hesitate to use them, if needed. The attorney general has the power to deny operations in a specific state for any company guilty of consumer fraud. I'm sure Wirefly would not want to lose the opportunity to conduct business in NY state.

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Customer Support
Sep 6, 2005 1:32AM PDT

Dear Valued Customer,

We are sorry to hear of your experience. Our goal is 100% customer satisfaction.

Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation and ensure that somebody follows up with you.

Thank you for your patience.

Regards,
Customer Support

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Wirefly - Customer Service
Oct 31, 2005 3:57AM PST

Dear sageman5891,

Our goal is 100% customer satisfaction and therefore we are sorry to hear of your concerns regarding our rebates.

It is our policy to promptly process and send checks to every customer that fulfills the rebate requirements. We activate over 100,000 new wireless subscribers every month, and have happily paid out millions of dollars in rebates to our customers.

Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation.

Regards,

Neil
[Inphonic - Customer Service Department]

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Inphonic Customer Service Response
Sep 1, 2005 12:43AM PDT

Dear Valued Customer,
Our goal is 100% customer satisfaction and therefore we are sorry to hear of your concerns regarding our rebates.
It is our policy to promptly process and send checks to every customer that fulfills the rebate requirements. We activate over 100,000 new wireless subscribers every month, and have happily paid out millions of dollars in rebates to our customers. Please send an e-mail including your original order number to customerinquiry@inphonic.com, and
I will personally investigate your situation.

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my $175 rebate
Sep 30, 2005 6:26AM PDT

I AM HAVING THE SAME PROBLEM. I MAILED MINE OFF THEY SAID I I SENT IT OT EARLEY. TO RESUBMITT IT AGAIN WHEN MY 180 DAYS WERE UP. BUT NO LATER THEN 210 DAYS. SO I DID." ALL ON TIME". NOW THEY ARE TRYING TO DENIE ME OF MY $75 REBATE! HOW CAN THESE PEOPLE GET AWAY WITH THIS. THERE HAS TO BE A WAY TO SUE THEM AND GET WHAT IS OURS. THEY HAD NO REASON TO KEEP MY REBATE. AND YOU CAN'T E=MAIL THEM. UNLESS SOMEONE KNOWS HOW? IF SO PLEASE LET ME KNOW? YOU CAN E-MAIL ME.CAN THEY GET AWAY WITH THIS? ANYONE WITH ANY INFO. PLEASE CONTACT ME ASAP. THANK YOU.. SINCERLEY, HARDYTOHARDY@AOL.COM I'VE BEEN SCREWED TOO.
GOOD LUCK TO ALL!

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did you send by registered mail?
Jan 2, 2006 12:56AM PST

otherwise it's their word against yours im afraid
they hold the envelope with the postmark date

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denied my $200
Oct 4, 2005 3:19AM PDT

I just moved and I can't find any of papers. And when I finally got a hold of an email address. I called the number that was on the bottom of the paper. the manager said that i can't receive my rebate b/c the time frame is from 180-210 days. which false b/c the letter I received said 180 days after my activation date.

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INPHONIC - CUSTOMER SERVICE
Oct 27, 2005 5:56AM PDT

Dear trishie83,

Our goal is 100% customer satisfaction and therefore we are sorry to hear of your concerns regarding our rebates.

It is our policy to promptly process and send checks to every customer that fulfills the rebate requirements. We activate over 100,000 new wireless subscribers every month, and have happily paid out millions of dollars in rebates to our customers.

Please send an e-mail including your original order number to customerinquiry@inphonic.com, and I will personally investigate your situation.

Regards,

Neil
[Inphonic - Customer Support]

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yes that's right
Jan 2, 2006 12:58AM PST

you have to apply for the rebate AFTER 180 days of activation BUT before 210 days of activation

small window... about a month