"While the customer service provider I spoke with was nice enough I was sold this "insurance" option as a way to save money... I was told that by buying this service for the same price as my phone (an additional $199) would mean that I was eligible for a new phone should my phone break at anytime and would mean no monthly fees or additional "service charge" at that time... They failed to mention that to claim this replacement phone I would have to pay AN ADDITIONAL $150 service charge to Protectcell. "

"Mixed reviews on this service. We have five smartphones on a family plan and have purchased the insurance for the past 4 years. In the beginning we had great experiences with a couple exchanges. Recently, we attempted to exchange a Samsung Note II phone and have received 3 phones that do not work. Worst case is now they are denying a replacement because one of the phones we returned had a cracked screen. It did not have a cracked screen when it left us. My issue is the cheap plastic envelope they gave us to return the phone. It offered no protection of the screen. The response from customer service, the package was not torn. So, now we are out a smart phone and $150. Sorry, will not use your service again."

"Replacement arrived as promised and on time. Customer service was effective and courteous. Phone was in good condition but a refurbished phone should should not cost $150 for a 3 generation old technology phone."

"Great customer service! Got help immediately and helped me with the problem. Received my sons replacement phone within 2 days & works great. Couldn't be happier with he service & protection they provide. Thanks!"

"Ive had nothing but a dreadful experience with this service.

I have had to return 3 device for malfunctioning and each time i must send them the device first, they inspect it and then ship me a new one, takes 2 weeks.

You can have them ship you a new device immediately if you front 200 dollars , which i think is unreasonable, if i wasn't dealing with refurbished devices i wouldn't make a fus, but it is their fault the "inspected and tested" devices are failing,

This plan is to expensive for refurbished devices, that just aren't up to par. "

"Good response time and the replacement phones work great. In fact, they upgraded one since the old model didn't exist anymore. Thank you!"

"Not happy! I was sold (for $200) an "insurance plan" that would replace my phone if it broke. Now I am told there is a $150 deductible to get a used replacement phone??? I have been misled and lied to buy both Protectcell and Verison. I tried to read through the document you clam spells this out but it was a lot of legal BS. There should be some class action law suit against such practices!!!"

"Protectcell's claims process was very easy. I got my replacement phone very quickly. I would recommend this service to anyone."

"I tried to get a replacement phone three months before through the website and got an email to call in. I couldn't get through to a person at all that week so I gave up. I tried again last week and was successful. The replacement phone arrived in two days and works fine. My advice to protect cell is to train your c/s young men to be more respectful to the older women who are calling. We have about 30 years on you: We hold demanding jobs, we manage a home, have raised successful children and volunteer in our communities. We are not idiots. We have earned several degrees."

"Horrible experience. $150 administrative fee to replace my broken phone, which is high in addition to the $200 for insurance, but fine. The problem is, that for $150, I got a refurbished iPhone that had a home button that didn't work. So I called and they sent me another phone....which was missing the ENTIRE metal back, as it came off with the packaging when the Verizon rep unwrapped it. So then, I call them, after two trips to the Verizon store and now my second trip to the post office to return them the broken phone they sent me, and they tell me that not only will I not have another working phone for 3 days since they "can't" overnight something since it is a Friday, they furthermore will only refund me $25 of my administrative fee. The third replacement refurbished phone should be arriving tomorrow, fingers crossed third time's the charm and it actually works. "

"Many tries to get my phone replaced. Protect tried to tell me that I didnt pay for my plan. I promtly sent my bank statements showing the deductions but still cant get any response. I have been placed on hold for hours only to be hung up on. Was promised call backs for the last 3 days and still no call backs and when I call in they are rude and do not understand the urgency. Last lady I talked to said maybe it would be corrected by next week. This company is a joke. Stay away. They will only steal your money. Report them often to the BBB. Crooks!!!!!"

"2nd device that we've replaced because it was lost. Shipping was 2 days both time & the staff was very helpful & courteous. I spoke with a customer service rep both times that spoke English well & that's nice to hear when calling a customer service desk."

"they did it efficiently and fast both the call took 3 minute and i got two days later no questions asked and good service only use them!!!!!!!!!1"

"Furious and frustrated. I purchased this plan fully aware of both the cost of insurance and replacement cost. I was not, however, informed my replacement phone would be refurbished. Moreover, I was told my replacement would be the exact same device. I was shipped a white, refurbished iPhone 5s that will be replacing a black 5s with a cracked screen that is just under three months old. The customer service representative I spoke with was both rude and condescending. Lesson learned. Never again."

"The English language lacks words for how utterly disappointed in Protectcell's service I am.I had to call twice to order my replacement Note ii. Both of the customer service representatives that I spoke to where curt and seemed utterly annoyed that I was bothering them by calling in. The second phone call tried to ship my device to the wrong address and said she'd make a note of the right address, so frankly I'm surprised it showed up at my house at all.
The real disappointment came when I opened the package. They shipped me the wrong color, which I told them twice and verified once. The battery was completely dead, which is worrisome since rechargeable batteries have the longest life when stored at 20%, so after charging the batter and turning on the phone I realized just how poorly refurbished the phone was. The middle button was replaced with a cheap likeness that you often have to push 3 or 4 times for it to respond. The S-Pen doesn't fit in the slot quite right, I have to turn the phone upside down and "coax" it out using both hands. The screen isn't seated properly in the device, by this I mean I routinely have to snap the phone back together by pinching along the whole boarder of the phone before the screen snaps back in.
All in all I will never be opting for a Protectcell plan again. Come March when me and my husband buy new devices we will most definitely be looking into Asurion, GeekSquad or some other company that comes more highly rated.

UPDATE REVIEW:
20 Days post Protectcell response.
I responded to their response within 24 hours. 20 days later I have heard absolutely NOTHING from them. In the time since the initial review the screen has gotten worse, to the point where there is a gap the thickness of a finger nail between the phone and the screen. And the phone has gone from holding the S-Pen captive, to randomly ejecting it. Which results in mad hunts for the pen so my phone will stop going mad.

Ultimately I am most disappointed with the company's facade of intrest in the care of it'it's customers well being.

CLIFFNOTES VERSION: Do not choose Protectcell as insurance for your phone. Should you ever need a replacement you will find it to be the bane of your existence. You will consider going on a homicidal rampage by the time your next phone upgrade comes along should you actually place an insurance claim through Protectcell."