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11,00$ canadian dollar monthly fee + 150$ fee to get a new phone. It took several days just get trough the procedure. I fianly received a new phone in august. Stangely the phone battery doesn't seem fine. It doesn't hold a single day.

Than i receive an email, at the end of august that says i have until december to send the old device (I was happy cauz my old phone was broken and i needed time to find someone that could backup and erase my datas on the phone). October 1st : 400$ fee is charged on my credit card because the old phone is still not shipped. I checked out the email again, and it really says ''you have until december 6th to send your old device...

I spent more than 4 hours on the phone, trying to get explanations. At first in french (because it's my first language), but their french employees can't do the job.

-1st call : about 30 min, they say they can't refund me until they get the old phone

so i managed to ship the phone in the day.

-2nd call : about 30 min, they say they will transfer me to a supervisor, next thing i know a woman speeking spanish is trying to understand the meening of y call (she is not even from brightstar) ! I had to hang up.

-3rd call : i ask for english service this time, hoping it would save me time...about 30 min again, they say i have to call back in 2 days, that they will try to refund me sooner if the device is on his way.

two days later:

-4th call : about 20 min, the employee talks to me about the weather and about my city !? wtf. He clearly can't find my folder and finaly puts me on hold after 10 min. 10 minutes later the line cuts as i was still waiting.

-5th call : about 45 minutes, the employees go through my hole story again, tells me there is nothing he can do. I ask for a supervisor, wait and i'm beeing tranfered. i go through my hole story again. They say the email i received, that gives me until december for the device to be returned, is not from them ! That they have to investigate on it an that i will be refund when the investigation is over or when my old device is received. I ask for a superior autority, the employee tells me there is no superior available and that they will give me a call back.

I'm still waiting for that call and for my 400$ to be refunded.

The story is not over but as you can see, with all the fees and time involved for my protection plan, i assure you it would have been a lot more easy and cheap not to take the protection plan and buy myself a new phone...

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $400.

Preferred solution: Full refund.

Brightstar Device Protection Cons: Additional fees and the customer service and service quality.

Location: 2325 Lakeview Pkwy #700, Alpharetta, GA 30009, USA

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