"My screen broke so I called Protectcell. To my surprise they told me I would not only get a new phone for only $150 but I can also keep the broken one! The new phone they sent me was actually 64gb even though my broken one was a 32gb. Win win for my experience with Protectcell!"
"We were told we needed to be home to sign when the new phone was delivered so we paid an extra $20 to have it delivered on a day we would be home. This was an unnecessary charge as even though we were home Fed Ex left the phone in our porch..no signature needed. "
"My daughters phone was stolen, so I called Protectcell and they were very helpful in fulfilling my claim......they told me when the new phone would be at my house and they were dead on accurate......it did cost me $150 for the deductible, but with any insurance, you always have that......my overall experience was excellent."
"Absolutely the worst the experience of my life. Was sold on the benefit that if I never filed a claim i would be given a guaranteed buyback that exceeded the face value of the phone. sent in my perfectly working iPhone 4s with only very minor wear and was offered less than I could sell it on ebay for!!. I bought the plan on the selling point of the increased buyback value and now feel like I got ripped off because I already paid for the plan, never used it and can't even get a decent buyback value for the phone. Total Rip-off!!"
"The process to start a claim was very easy and the person on the phone (Michelle) was very polite and answered all my questions. It would have been 5 stars except that my phone was on back-order and when I did receive my phone it was a little different. I had an LG G4 with a leather back and they sent me a LG G4 with a smooth silver back. Not the end of the world but I really liked the one with a leather back. "
"So far the new phone works fine. I got it within a couple days. "
"Do not EVER EVER EVER get this protection. I had a perfectly good iphone 5s that one day just got some sort of 'light area' on the screen. I called Verizon who said that it was a manufacturer default. They told me to use my 'Protectcell insurance'. Needless to say I went through 5 replacement 'phones' that were a bunch of junk. I had SO many issues with them. The phones refused to back up from the cloud, my computer, didn't keep emails, shut off by themselves for no reason, had 1/4 of the storage that my original phone had even though they said it was the same. Then they decided to mark my account as having to pay another $200 'administrative fee' for any further crap phones. I spent over $400 on a peice of junk replacement service and a replacement 'phone' that I am now stuck with until I can update my service and get a REAL apple device. Verizon is completely idiotic to not offer apple care. That service is a million times better"
"Horrible so far. The web site in pretty simple and easy to navigate, however provides little help. I ordered a replacement Droid Maxx for $150 ($200 dollars more than in originally paid for the phone because of a rebate) after mine was stolen out of my work truck, and a "new one" arrived several days later taped to a piece of cardboard with a sim card. No bar codes or device ID numbers were included, so i had to drive to the local Verizon Store 30 minutes away. After having the device for only two days, it has gone completely haywire. Factory resets are useless, and the battery literally drains in under a minute, from 100% to dead, and that was plugged in. I have since contacted this "insurance scam" forced onto me by Verizon, and hopefully they are considerate enough to do the right thing. Wish me luck."
"Pleasant customer service rep. Delivered as quickly as possible. Excellent device replacement (blue instead of black, but my husband's still happy with it! ) What took us two days, three different locations, three false promises, and a big fat zero in the "I can help you" department from our phone provider... was cleared up in less than a 10 minute call to ProtectCell.
Nicely done."
"Phone arrived when stated, in good condition. The color is different but "No Big Deal". Over-all I am satisfied with the experience."
"Don't waste your money!!! I will never use protect cell again. I lost my phone and contacted protect cell for a replacement. What I didn't realize is that you don't get a new phone but a refurbished one and it costs $150. Also, the representative asked me what color my phone was and I told him white. The phone that came in the mail was black. I guess I thought it was safe to assume that I would be getting a white one since he asked me. The new phone didn't have a battery either so I had to make another call to get that sent and wait longer for a functioning phone. This company is a joke. Some CEO is laughing all the way to the bank at our expense!"
"I had water damage on my phone I sent in for a replacement and that part was easy but protectcell said it would be delivered on wensday come to find out it was on backorder so it took an extra day to get to me then when I got it the phone I recived was locked into a demo mode, It wll not hold a charge and keeps shutting off I basically can just use it for emergancy calls. I called protectcell and they said they would send a new one out which was fine but I called friday morning to report the bad phone and they said it would not get delived till monday, But surprise surprise its backordered again and is not even avalible to be dilvered. It is now monday when my new divice is soposed to be here and I called thismorning and all I got was I should get a call this afternoon sometime with an estimate on when my new phone will be in. My phone is a droid mini a common phone it shouldnt be a problem to get, I know I hope to never deal with this company again I will be getting my insurance through a differnet company next time, but for now I'm stuck with them. I'm still dealing with this problem for over a week from the original date of call in and no word on when my new phone will be here, I am very dissapointed and feel cheated out of the money I had to pay for this plan with all the inconvinences I have had to deal with I would not recomed this company to anyone with the hassels I have had to deal with."
" I have had to use the service twice, purchased the ProtectCELL COMPLETE™ that was the best plan they offered, paid in full at the Verizon store ~$200.00.
The first time experience was fine, broken screen on my new S4, I would rate the overall experience * * * * 0.50 stars. I was surprised at the $150.00 charge for the first replacement and $200 any further replacements, ( - 1/2 * ). I chalked that up to me not reading the fine print. Wish I had been told this up front at the store and it would not have stung so bad when I used the service for the first time. You will have to pay the replacement fee up front. The replacement was a fine re-manufactured device that worked out of the box. Had to get all the updates, etc on the device, but so do new ones out of the box, not a big deal. The replacement was shipped in a timely manner and arrived via Fed-Ex, signature required. Their Website kept track of everything on the request, when the device was shipped, tracking info, etc. With all things considered I was pleased with the service and happy to have purchased the ProtectCELL COMPLETE™ insurance plan. Even bragged to some of my friend about the experience and how I had made the correct dissension purchasing the plan.
Now my second time experience = ZERO *'s, hence my rating ( 4.5 + 0 / 2 = 2.25 ) * * 0.25
Some history: The S4 received some updates then afterwords the touch screen became not-so-responsive. After a week or so, I could not enter the password on the S4 and I was unable to get into the smart phone. After some "googling" for a fix, none of which worked, I took the S4 back to my Verizon store for assistance. They were also unable to correct the problem.
My options, purchase a new smart phone for full retail price ( 57 day till the 2 yr contract runs out) -- ouch! , or turn in a claim to ProtectCELL. I had almost forgotten about the insurance until the Verizon rep went through my account. Heck yea I exclaimed, had a great experience the first time around and was proud of my decision to purchase ProtectCELL. I had the Verizon rep call from their phone and paid the $200.00 and verified my mailing address, done! According to the ProtectCELL customer service rep on the phone that took my $$ I should expect the replacement S4 in a few days, tomorrow or the following day at the latest.
Here is where things start to turn for me: Went back home and logged into the ProtectCELL website to see the Request Device Activity and sure enough there was the second request. I could not get to the status of the claim though, ?????.... Therefore, I could not see the status or tracking information. Didn't think to much about that, but I was a little disappointed that I couldn't see the status. Next day, no S4. Second day passes, no S4. Third day passes, still no phone???? Logged back into the ProtectCELL website to see the Request Device Activity and sure enough there was the second request but still could not get a status. Can't call because my smart phone is broken, so I sent them a note via their " Contact Us" link on their front page. They sent me an email requesting I call or use the "Live Chat" option. Had to choose the "Live Chat" option. At 18:45 I was second in line, at 18:48 I was next in line on the chat.......... >120 minutes later, I was still next in line.... I sent multiple requests for service with no response via email. The next morning the chat window was still active and I was next in line, that's >12 hrs being next in line. When I get back home from work, I have an email from a "Contact Center Supervisor" requesting my "shipping address"; are you kidding me???? the address was verified 4 days ago when they took my $$ over the phone at the Verizon store, and has never changed. So now being the weekend, the Contact Center Supervisor responds back that the S4 will be shipped out Monday. If your keeping track, 7 days before the S4 will "supposedly" be shipped.
NO EXPECTATIONS NO DISAPPOINTMENTS.
At this point I feel abused by the plan and what I've gone through to still have no replacement or tracking information at the very least. They have, in my opinion, failed by using stall tactics to replace my S4. They were able to take my $$ without a problem, within minutes, before the phone hung up at the Verizon store.
WOW - I received not one but two requests for my address today.... isn't that special
So you still need my address again today, not once but twice today alone.REALLY!.
Honestly, really, trully........This is the same response I received last week.. You took my money over the phone and verified the address at that time. You have no problems taking the $$ but you have problems finding my address that has not changed at all not once in the almost 2 years i've had this plan.
M4444845
R7709313
Still no phone... WoW this speaks volumes for the customer service.
Just to be sure you have my address:
http://youtu.be/3nhgfjrKi0o
"
"My son cracked the screen on his phone and couldnt get it to work after that but I had purchased protect cell so I called and they said they would get a phone out to me and that it would be there I two days...this was a thur and the phone ended up not showing up until wed the following week. I was not happy with it so I called and they said that they were sorry but for the incovienence that they would credit me back $25.00 that was 5 days ago and well still havent seen the refund ... :-( although the customer service people I spoke with were very nice... "
"We purchased this for my daughters IPhone 5. A year into the place her phone was damaged. We had to pay $150 for the replacement. We are now ready to do the buyback and I have been told because we did the replacement we can not do the buyback. Not pleased at all this this plan. Tell me how this is a "GOOD DEAL"?"