"Just used Wirefly.com to add a line to my Verizon plan. It went beautifully and we got the Droid 2 for $40! What a deal!! My Mother buys her phones from them as well and we've never encountered a problem and really appreciate being able to get these phones for the killer prices! Just wished I had waited to buy my Droid X (it was back ordered up to three weeks, and my local store had it in stock for like 4X what I could have bought it for on Wirefly-lesson learned!) Just be sure you have adequate credit and are willing to read/follow the terms as laid out by Wirefly and you'll as happy as we are! Thanks again!! "

"Customer service is horrendous. It isn't that the CSRs seem to be from another country, it is that they're robotic and not actually responsive to your individual questions/concerns.

I upgraded two lines on my contract and added a third line. I had emailed a number of questions to the "contact us" address, and received a response from a CSR who asked to call and speak with me. He actually seemed interested and helpful. However, I was not able to commit to the order that day and he called back the next. Upon him calling back, I wasn't near my phone and he didn't leave any way for me to call him back. I tried calling back the number that showed up on my phone but got a different CSR who told me that since they "don't have extensions, [he] is unable to let me speak" to my original contact. I held out over the weekend, hoping that the guy would call me back (because I sent him specifically an email to do so) and I could place the order with him so he could get the commission. He seems to have since disappeared from this planet.

Finally, I had placed an order with another CSR and my credit card was charged the amount agreed upon. The following day, I got emails requesting I contact them for verification - they needed to verify shipping addresses for some reason. This CSR seemed robotic and typing from a script (I opted for the online chat option instead of calling). I then received another email later in the day asking me for my full legal name and full social security information. This was because "Verizon requires full customer information for addition of a new line so they can run a credit check." I asked the CSR if I could call Verizon and give my social to them since they are the direct requester of the information and I didn't want to give it to a third party since (according to them) they don't need it at all for their purposes. He dumbly repeated himself a number of times that Verizon absolutely requires the social for addition of new line to an existing contract.

I called Verizon and asked whether they really needed my social to just add a new line to a 2-year-old contract that has never missed or was late on a payment. The Verizon general CSR told me that they don't and transferred me to a sales CSR to see if he knew what was up. He apparently has never heard of such thing in his five years on the job and that if I wanted to give my SSN to them, then I'd be on my own and they have nothing to do with Wirefly. Hmmm - I smell #####.

Also, while I was on the phone with VCSR, I checked my wirefly.com order status... CANCELED - within minutes of telling Wirefly's CSR that I'll call Verizon first to verify that my SSN really was needed and then call them back with the info. Note that I still have a charge on my credit card.

VCSR was incredibly pleasant, thoughtful, personable, and helpful! I ended up placing the order with him for the same items I originally wanted from Wirefly. Yes, I am spending a 100 bucks more, but I will have my phones in two days (already have a tracking number!), have tech/customer support and warranty, AND Wirefly's phone turns out to be refurbished (they of course didn't tell you that).

BOTTOM LINE: ask a billion questions, because Wirefly doesn't tell you anything upfront! They also try to get a hold of as much unnecessary personal information as they can, and don't seem to give a **** about your actual concerns. You are just a number on their stats sheets to them.

No value for the price!
If they do not refund my charge, I will definitely be fighting them soon.

ETA 10.23.2010
I did not end up going back to Wirefly to purchase phones as my Verizon rep was very helpful.

Wirefly representatives did contact me regarding this review. In fact, I had received TWO calls within about 5 minutes from two different people. I was unable to pick up, so they left very long messages and one of them referred to me as "Mr." and "sir." (I find this amusing as I am a young woman whose voice in no way sounds manly, and my name is really not unisex at all).

The first person leaving a message sounded a bit defensive, the second actually sounded confident and polite. This man did explain the issue with SSN - needing it to prove that I am who I am and that I authorize Wirefly to add a new line to the account (still a bit fuzzy on the credit check issue though). Also, as their below response states, my order was not supposed to be canceled.

If the original CSRs had been able to articulate to me the seemingly ridiculous DEMAND for my personal information as the followup CSR did, I might have proceeded to keep my order, regardless the other small annoying things. However, the "robot" script readers who originally "helped" me did a poor job addressing this issue, so they lost their company my and my family's business.

It is unfortunate that smaller starting companies have to sacrifice customer service capabilities by outsourcing their front-line CS to some robot army. This means that only the larger companies/carriers are able to provide adequately personal customer support, biasing the customers to them and thus decreasing the competition."

"ORDERED MY PHONE ON THE WIRELFLY.COM WEBSITE @ SEP 13TH 2010

ORDERED AN EPIC 4G - IT WAS UNDER A PROMO FOR FREE ACTIVATION - TILL SEP 14TH 2010

I WAS UNDER THE IMPRESSION I WOULD GET MY FREE ACTIVATION

WELL I DID NOT.

CALLED UP WIREFLY . THE CSR (BONNY) FIRST SAID THAT THERE IS NO PROMO LIKE THAT - AND WHEN I SAID NO I HAD ONE - HE CHECKED -- AND SAID THAT I DID NOT QUALIFY FOR IT.

I ASKED HIM THAT IT WAS VALID TILL 14TH SEP AND THAT ON MY SALES RECEIPT I HAVE FREE ACTIVATION. HE WENT BACK AGAIN AND CAME BACK AFTER 4-5 MINUTES - TOLD ME THAT --- YES ---- I WAS ELIGIBLE FOR THE PROMO AND THE DISCOUNT WOULD SHOW UP ON 3RD OR 4TH BILL.

SO I AGAIN HAVE TO FOLLOW UP WITH THEM ??????

NOT WORTH THE PAIN .


------------------------------------------------------------------------------
2ND ISSUE: I ordered my EPIC 4G on their website - it did not come with a stereo
headset which comes standard with other sellers and from SPRINT. When I
called them up - they said - they don't provide one ( they do have it
hidden on their website under phone details) - I wonder if they do that
to other phones. Removed these accessories from the boxes. Wonder if
they resell.



BEWARE - bad experience for me - surprised since they are such a big seller.

ALL SPRINT EPIC 4G PHONES ARE INCLUDED WITH A stereo headset. I ordered
my other phone from letstalk.com and they included a stereo headset. It
comes standard with the phone. Also required by law to proved a
handsfree wired headset with a NEW phone.



Ask buyers on here - they would tell you what all is included. There is a stereo headset - Here is the link to the phone UNBOXING - check it out



http://www.youtube.com/watch?v=060L_OZFe-M



At Min 1:29 headset magically appears from BOX



and attached a screenshot too for quick reference.



EPIC FAIL for WIREFLY - called them 2 times today - both CSR and Manager
claim that they don't provide a headset in the box - they said that
SPRINT does not provide them with a headset. All BS. Called SPRINT -
they said all EPIC 4G phones are included with a stereo headset and
re-sellers should be providing the same to the customers.

DATE : 10/15/2010
UPDATE TO THE RESPONSE LEFT BY WIREFLY

@WIRFLY - First of all no one has contacted me regarding the issue. The billing number on the order is xxx-xxx-7436. You did call the number xxx-xxx-2293 ( the new account opened with Wirefly) - but that was only ONCE to inform the headsets have been shipped.

Secondly the headsets ( i recevied them today) - are not really upgraded. They are CHEAP quality --- and you can HARDLY call them upgraded. I wanted the original headsets which everyone gets but I am tired of going back and forth with wirefly on this issue. IN THE END - WIREFLY SUCKS IN CUSTOMER SERVICE.

ABOUT THE ACTIVATION FEE DISCOUNT PROMO - Well I understand that it is applied after a couple of billing cycles but the fact that when I called you CSR told me that I had no PROMO on my order and that I am not eligible was BS. The name of the CSR was BONNY and his manager who confirmed it was ASIF. So try and tell you CS that it does not help to give out wrong information. After persuasion - he went and double checked and found out that I was INDEED ELIGIBLE for the promo."

"Great experience - easy to place order online. My new BlackBerry arrived promptly. I will recommend Wirefly! "

"Customer service was REALLY easy to get a hold of by a simple Tweet, comment on their Facebook page, e-mail, phone call, or even when you don't expect it - through forum postings! The workers take the extra step to assure a happy customer and to reach all mediums of communication!

Not only was my EVO 4G $40 cheaper than sprint, but the phone also arrived quickly. Within 24 hours of me receiving the phone, I was activated and ready to go! I've already referred 2 coworkers!"

"Incompetence. If you place an order, be sure it is absolutely correct. Changing ANYTHING will cause problems with service provider and wirefly, hence delaying everything. The online chat people are idiots."

"Wirefly consistently has the best cell phone prices. Their order process is relatively easy, and if there are any issues with your mobile carrier account they take of it promptly.

The only knock I have against them is that they advertised the HTC Evo for a certain date which slipped, then slipped again, then became an indeterminate ship date. I was moving from one carrier to another and needed the phone by a certain time to make sure my number would port. I waited and waited til the very end and eventually settled for a Samsung Intercept which I'm not pleased with at all."

"One of the best experiences I have had. Ordered the hard to get Evo. they showes 3-4 week back order, BUT I received it within 6 days of my order! I was surprised and delighted!"

"I was very pleased with my order from Wirefly! The ordering process was easy and it literally arrived the next day! I thought I was going to buy an iPhone, but the Blackberry touch screen with the slide out keyboard is perfect for me. I would highly recommend ordering from Wirefly - easy and fast! Blackberry Torch rocks!"

"My overall experience with Wirefly was Outstanding, capital O!

The good:
- Best market price on an HTC Evo 4G, offered today in limited stock
- I feel that today's price on the extended 2700 mAh battery for the Evo was also the best market price
- Free shipping on both the phone, and the accessory
- Received a free 2GB microSD card
- The phone representative, Derrick, was patient while I researched the battery option; he also was helpful, friendly, and not pushy while suggesting accessories
- I forgot to add a coupon code while on the phone for that 2GB microSD card, but the Wirefly facebook support staff very happily took care of that within an hour for me.
- The website is easy to navigate around

The bad:
- The website did cause me to have to go to telephone sales / customer support, because even though I selected to upgrade an existing phone line, it required I selected one of two choices that were redundant add-ons to my plan and that cost $15 or $25.
- Because this was easily solved by calling the phone number, and because the customer support was so good today, this did not result in any negative effect or feelings."

"I ordered a HTC EVO and a HTC Hero from Wirefly during their $80 Bing cashback / phone promotion. Within 30 minutes of my online order I received an update that the phones have been activated and ready to ship. I received the phones just after the 4th of July holiday. However, when I logged into my Bing Cash Back account, I never found the $160 credit, so I contacted Terry via SD and she expedited the process and sent the required document to Microsoft and I had the Bing Cash Back show up on my account. Today is the day I en-cash the sweet $160 cash back. I am very very impressed by the professionalism of the CSR of this online store and have no hesitation whatsoever recommending it. Have no fear shopping with these guys!! Thanks Wirefly and Terry!"

"Nightmare!!!

These people don't know what they are doing and gives you a different story every time you call.

We have a family share plan account with Sprint the last 10 years and we needed to add a line. We saw the deal at Wirefly and decided to give it a try. Ordering is a JOKE. Call went to India and after an hour of giving information and declining add ons the guy tell us he can't process the order because the Sprint account is a business account. He then gave us a different number to call who handles business account.
We called the number and explained to the rep what was going on. The rep says "no problem" in heavy Indian accent and proceeded to process the order. Again the usual push for add on service plan and accessories and after an hour the order is finally done.

Today an email came saying that Sprint had approved the add phone line and that we need to call in to finalize the order. I went online and checked on their Web Status Page and see the same message but with a different phone number.

I called the number on the email and was told they cannot process the order because it is a business account. I explained and made a fuss and was put on hold. The guy came back and this time he says they can process the order but a security deposit is needed. What a joke!!! We were preapproved by Sprint to add 5 lines prior to calling Wirefly so I know something is up. We have had the Sprint account for over 10 years and there is no way a deposit is needed. I made more fuss and asked to speak with the supervisor. Was told supervisor is busy and will call me back within 2 hours.

I hang up and call the number that is on the web status page. Same deal - call routed to somewhere in India. The person says that the order is approved and they need to confirm my social security number. I explained that it is business account and was put on hold. When the guy came back he says the account is flagged for a call back from the supervisor withing 2 hours and hangs up.

Here's the best part - they charged our credit card the day the order was placed. It was showing as pending yesterday and now as completed.

6 hours later I decided to use chat since no one call me back and I needed copy of the transcript. Needless to say this time they wanted to switch me to a consumer account so they can process the order.

Anyway, I have the chat transcript and we will use it if they don't refund our payment promptly."

"I ordered an additional line on my family plan. order process was smooth as silk; but i forgot to select the right features. used the chat feature on the online site and easily updated to what i needed. received it a day ahead of when i expected it. def recommend. good prices and service."

"I had an awesome experience buying at wirefly.com, so i thought i'd tell about it. i bought my phone and it came the next day! that's right, the next day and the shipping was free! i couldn't believe it. i was so happy to have my phone in hand and be back to business.
The phone selection on the site was pretty incredible. I decided on the Aria, because it was nice and small. the price was better than at the store. plus, i didn't have to go anywhere to get it. i'll definitely be buying from wirefly again when i need a new phone. I told a friend who was in need of a new phone and he got his phone the next day too, no issues with the phone itself. She loved it! they made the buying process really easy and fun."

"Bought a Droid X on August 4th. This phone is in an extremely high demand, so I checked the website and it indicated that the phone is in "limited quantities", which I assumed meant "in stock". Once my order went through, the status page said that the phone is on backorder. I check the website again (maybe it went out of stock as I was buying it?) but the website still said "Limited Quantities". I felt like this was an unfair practice - to indicate that a product is in stock when it's not just to fill up some pending orders. I complained to their Customer Service and they upgraded me to 1 day shipping. When the phone was back in stock, they said it would ship out Friday. The phone actually shipped out Monday late afternoon. If you are buying a phone that's definitely in stock, Wirefly seems like a good enough place with good prices. If there's any chance of the phone being sold out, I'd go somewhere else.

EDIT: I was promptly contacted by a Wirefly representative and he offered me a $25 credit to my account. I gotta give it to them - they do care about customer experience. Hopefully they'll resolve the limited quantities vs out-of-stock issue soon. Once that is fixed, I wouldn't hesitate recommending shopping with them.

EDIT 2: I bought this phone in August. I STILL have not received my $30 credit that was offered with the phone. I was talking to their customer service since December. It's now end of January. I've been assured and reassured that the issue will be solved. Last time I talked to them, they told me to wait till the next billing cycle for the rebate to show up. I waited for 2 - no rebated. Of course, they don't follow up about the issue, so I have to contact them again. Now, I'm waiting for another phone call.
To sum up
Good: inventory, prices, shipping
Bad: customer service is awful. Inventory is misrepresented. Rebates are not honored.
"