"Horrible Service !

I purchased a ProtectCELL 2 yr plan with an iPhone 5 on Oct 5, 2012. I was told i could return the device after 2 yrs in good shape for $200 after getting a newer model. On Oct 30, 2014 i ordered an iPhone 6 from the same retailer. The phone was backordered. My retailer told me that ProtectCell would buy back the phone under their "buy back" program for $165. Regardless this wasn't the $200 i was told previously, i was given instructions to call ProtectCELL. Both Customer Service AND Management REFUSED to participate in their own buy back program even though it's not the consumer's fault the phone was backordered. To have 2 levels of a company inform a customer that the company doesn't care nor value their own policies in unheard of.

I was essentially told "take a walk, we don't back our product" by Protectcell. I strongly suggest using your phone companies insurance and not a 3rd party company like Protectcell who could care less about their customers,

P.S. I emailed them about this horrible experience and surprisingly ... never received a reply. Terrible company right to the end."

"I feel like a complete idiot for not researching this fraud before purchasing a plan. We received a replacement phone in a case that is obviously not a iPhone case. The screen cracked on day one. When we protested we were told we would have to pay another $150 for a replacement. After talking to a "higher" up supervisor, he told me they would overnight me another phone. Turns out he was just telling me a story to get me off the phone, because an hour later I received an email asking me to call, that they needed more info before sending out the new phone. I called and they told me that they were not sending a new phone until I sent them the fake phone first. After reading the reviews here I am not sure why anyone would fall for this scam!"

"I have had to replace 2 phones with this company. Nothing but Professional Customer Service. Received Phones in 2 days with No Problems. The added expense for the Insurance is well worth the Price when Having to make a claim. "

"Working with protect cell was very easy. I received my replacement phone within 2 days"

"WORST COMPANY EVER!!!!!!! I called to cancel my service due to no concern of theirs. I spoke with I hope the rudest person there, because it would be near impossible for anyone to be more rude than her. I called 3 days after the draft date and they refused to refund my money. I asked if I was just out $22 and she said yes. I called again and spoke to someone who had better customer service skills than Evelyn who advised me the service cancels immediately once you request it even if it is the day after your payment is drafted and you will not receive your refund. ABOSULTELY ABSURD!!!! Would NOT recommend this company to anyone. I will also be in contact with Verizon who helped me set up this asinine company!!!!!!!!!!! "

"I would never in a million years recommend ProtectCell to anyone. I used this service to replace a broken iPhone and received a fake iPhone in return. Confirmed to be fake by an official Apple store. My local Verizon store informed me that they've had multiple complaints of the same issue. When confronted with the issue over the phone, ProtectCell offered to replace it, if I were willing to pay the $150 fee to get a new replacement. They've already ripped me off for $350 and will never receive another cent from this customer. Even in my worst nightmares, I could not imagine a worse sense of business ethics. ProtectCell is an absolute scam of a company. Do yourself a favor and don't even consider doing business with them."

"HORRIBLE CUSTOMER SERVICE. Do not get protection with them. I never even wanted to insurance. Verizon gave me a month free. I called 3 days late to cancel and they wouldn't refund me. My mom called to cancel the insurance and they accused her of not being my mom. The supervisor was rude and unhelpful. "

"For the most part I have had a positive experiences with PC.
The customer service i received while on the phone with them was good.
I wish however the website was a bit more robust when it comes to a few things. 1- when i find my plan, give me a list to remind me of all charges.( i was told at the cell store, but i forget quickly)
2 - give me a better way to do the WHOLE transaction over the web. Sometimes i do not have time to do it over the phone. I feel like i could do it more quickly on the website.
3 - have the website do a better job of helping me find my plan/device (search capabilities?) I take care of a business plan, which has several devices on it. It is hard to manage at times.

At times its confusing if i should return my broken device or not.
The service rep on the phone says not to, but i always get a return envelope to send the broken device back."

"I have been extremely dissatisfied with this service. The fee of $199 plus the monthly is outrageous for how long it takes to receive the service. I put in an order for a replacement device twice, and both time canaceled after not receiving my phone for OVER A MONTH! Twice! The customer service was horrible as well. I could barely hear the guy talking and he did not care for my issue at all. I was trying to be patient and never got upset, but after I'd had enough, I just quit the service altogether. I would never recommend this service to anyone. "

"I'm just mad because nowhere on the site does it say I would receive a REFURBISHED phone. They claim that the phones are remanufactured (basically meaning refurbished) when you talk to them on the phone. Way back when I first got the plan I wasn't even told about the $150 replacement fee, which is a ridiculous amount for a refurbished phone that isn't even apple certified. I was already upset about the $150 fee I wasn't told about, which seems to be a problem for a lot of people, but getting a refurbished phone is ridiculous. When I received the phone today I realized that they hadn't even completely cleared the phone, about 5 other people's emails popped up when I went to log into my apple account. The phone was in a pathetic plastic wrap that in no way protected the phone. Also, when I talk on the phone I sound like I'm "talking through a tin can", which a few people have told me. When my insurance from protect cell ends I will never get their service again. It's pathetic that they pull this stuff on people. "

"The service was excellent but the replacement phone's main button did not work nor did the speaker. Am in process of receiving the second replacement."

"Second replacement in the mail and really happy with the customer service responses I've been getting. Will update the review end of week"

"You can bet I will be telling my friends to never use Protectcell. I paid the upfront free for the protection plan but when I went to get my phone replaced I was told that there was another $150 fee. I was NEVER told about this fee beforehand.

On the day my replacement phone was sent to me I tried to return it. I was told repeatedly over the phone that I would be able to send it back and get a refund but every time I was transferred the call would either disconnect or the person at the other line would tell me I couldn't be helped. All told I spent about 6 hours on the phone being transferred from person to person and nothing came of it.

A few months later I finally got the courage to try again and after being transferred to the corporate office I was told that I had missed the 30 day deadline to get a refund. Even though I had been stonewalled on day one and, once again, I was NEVER told about a 30 day deadline. I am really upset. As far as I am concerned, these people scammed $300 dollars from me. I am not happy.

Edit: Despite being promised by whoever responded to this review that I would be contacted by Customer Support, I never was. I'm still waiting a month later."

"This company helped me get my life back on track when I lost my cell phone. I use my phone everyday for work and it was awful to not have it. They got it shipped in 3 days and it was a brand new device. The price was very low compared to working with my cell phone provider and I will continue to work with them in the future. Thank you for all your help Protectcell!"

"ProtectCell has been amazing!
All their customer service has been incredible - very understanding and efficient.
My plan is absolutely worth the price; I've used their services a few times, and I've saved hundreds of dollars even with the (relatively small) price for a new device.
I will absolutely continue to be a customer, and from the horror stories I've heard from people about carrier protection plans, ProtectCell is the way to go for everyone."