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Wirefly is committed to your total satisfaction— we are actively monitoring customer support issues on forums, blogs and other social media networks to deliver the best possible cell phone shopping experience. Nobody likes complaints, but at Wirefly, we view complaints as an opportunity to hear from our customers, solve their problems, and improve our business.
We appreciate the opportunity to assist you and will respond to your email within 24 hours (Monday through Friday). Please ensure we have the best contact information and time of day to reach you. Please include your order number so we can quickly track down the status of your purchase.
Call: 888-843-2485 or send us an email at email@example.com. Be sure to include the following information to better expedite your request:
We’re proud of our outstanding customer service record, and have delivered millions of phones to happy customers. The wireless world is a complicated place though, and while we certainly can’t claim to be perfect (although we do strive to be), there is often confusion surrounding the complexities of the cell phone order process and new device eligibility. Unfortunately, this confusion sometimes leads to complaints.
Much of the confusion — and resulting complaints — is often related to one of the following issues:
Credit approval: Before we can ship and activate a new device, we must seek approval from the carrier. While this process is most often seamless, the carrier may sometimes choose to reject an order or request additional information because of insufficient credit history. In such cases, the blame will sometimes fall on us.
Deposits: Following a credit check, the wireless carrier may require a deposit before Wirefly can continue to fulfill an order. When we must require a deposit, we sometimes get complaints accusing us of “bait and switch” tactics.
Upgrade eligibility: In addition to fulfilling orders for new accounts, Wirefly offers great deals for customers eligible to renew their contracts with their existing wireless carriers. After receiving an order, we must verify with the carrier that a customer is eligible to renew their contract and receive Wirefly’s equipment discount. In the case that a customer is not yet upgrade-eligible, we make all attempts to notify them, and will automatically cancel the order and ensure the account is not billed.
Equipment discount: The same device that we can offer our customers for free or at a significant discount actually cost Wirefly several hundred dollars or more. We are able to offer such competitive prices because of our commissioned-based business model, and in order for our business to continue to be viable, customers must agree to pay the full retail price of the device if they return damaged equipment or choose to break their cell phone contract before 181 days have elapsed. Our policy safeguards against fraud, and allows us to continue to offer the same unbeatable deals.
Rebates: We’ve learned firsthand that rebates can be confusing and most customers simply don’t like them. As a result, Wirefly hasn’t offered rebates with any products since 2007. The price you see online is the price you pay — no forms, no waiting for rebates, and no confusion.
If you’re wondering how Wirefly can offer the same phone that may cost a couple hundred dollars in-store for free or at a significant discount, we certainly don’t blame you. In fact, we’re happy to explain our unique business so you can move forward with your order in complete confidence.
It’s all pretty simple, really. Wirefly receives a commission from the major wireless carriers (Verizon Wireless, AT&T, T-Mobile, Sprint) to help them acquire new customers and keep existing customers. In turn, Wirefly passes much of that commission on to its customers in the form of huge equipment discounts. Our customers get their new phone at a significant discount, the carriers win a new subscriber or keep an existing subscriber, and Wirefly makes money — a win-win situation all around.