Global Warranty Group

Review: I had a warranty with Global warranty group threw rogers wireless. my phone broke and I was told that they will replace it for 130 dollars and a deposit and when they receive my old phone will refund the deposit. It has now been near 3 months and I have been told they cant find a phone so they are sending me a cheaque for the price it is. the price of the phone is 587 dollars. lets do the math. the package to send it there was 42$ threw puralator. my 3 months that I have not had a phone is 100$ a month and the 3 months it took to take the charge off my visa on interest....well you get the idea. in the end its like receiving a cheaque for 30 dollars I would have been better off buying something myself. Every time I call they say they dont know anything but will send a msg to accounting and they will call me in 42 hours. I have not received 1 call threw this whole claim. I am beyond upset and frustrated and the lack of knowledge is stressful and nobody can give me answers.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

Its jsut not fair that I have to wait so long for a 600$ peice of paper from a million if not billion dollar company....Im really upset and whatever is goin to happen now is in my opinion still not acceptable

Review: April **,2014 claim started now June ** and still have not received check as promised. Call the company every 3 days to re "escalate" my account.

April **,2014 I filed a claim with pro mobility inc to replace my iPhone 5. They assured me the process takes little time when I initially inquired about the processes. I was told it only takes a few days to receive a replacement phone and then when I sent back my broken phone I would have a deposit of 699.99 taken off my credit card. After waiting almost a week and not receiving a phone in the mail I called the company, it was then that they explained they were glad I had called and that they were out of I phone 5s and I would be issued a check for 750.00 instead. After not recieving a phone call like they said I should I began to call the company every 3 daysDesired Settlement: I am only seeking what I was promised with no more hassle. I have also tried to contact the companies head office yet no one answers my calls. I have been taken advantage of as a customer and lied to repeatedly. Due to the hold on my credit card I had to up my credit card limit to purchase tickets to fly home and missed out on better pricing due to the fact that I was waiting on this company to live up to their word. Other customers should not be told repeatedly to call back and re escalate

Consumer

Response:

At this time, I have been contacted directly by Global Warranty Group regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I received an email from the escalation team on June ** to say that they have completed the processing stage and now I have to wait to be issued a check. I have been waiting to receive said check since April ** when I started this claim and it is now July ** and I still have to call the company every 3 days to push for my check. The company has a hold of 699.99 still on my credit card which is compiling interest daily that I should now be responsible for paying when I am the one waiting on them to complete the service. I have asked the company in one of my recent calls to refund me the interest on this claim as well.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group regarding complaint ID [redacted]. I continue to call the business every 3 days and they tell me unfortunately they have no updates on my claim and I have to make another escalation at which time they tell me I should be contacted in 48 hours which is never the case. I have been supposed to have been contacted within 48 hours more times than I can count and have never received a call. It is now Aug *,2014 on a claim that was made back in April of 2014. I have asked numerous times for them not only to send me a check for the amount promised but for the incurring interest on my credit card as they have had a hold of 699.99 on it since April ** when I first made this claim.

Sincerely,

Review: I have purchased a deductible contract through them for my iPhone 5.

After my phone was destroyed I purchased the deductible for my phone for a price of $179.99.

I was told they no longer make iPhone 5's so if I would accept a cheque for the amount of the device of $850.

I was also told it will be mailed out shortly and I paid on my credit card and sent In the old phone. It's been 5.5 months since then and I've received no cheque. I've called and asked and begged and pleaded and the only response I get is the cheque is coming and to continue being patient.

I received an email from them on May **/14 stating the cheque is coming and to continue to be patient!!Desired Settlement: I would like a refund for the deductible and I would also like the cheque of $850. My phone bill is still suffering from this and my phone company is only so understanding when it takes half a year to honor a cheque!

Business

Response:

check #[redacted] for $850.00 sent 7/** via USPS from our ** office

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have waited the requested amount of days for my check and still have not received anything.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On Feb * 2014 my cell phone screen broke - as this was covered under the Wireless Protection Program offered by Global Warranty Group I submitted a claim. The claim was approved and a deductible was paid by credit card. A hold was also placed on the card for the full cost of the broken phone which had to be delivered to them within 7 days or the charge would be put on my card. The phone was sent Express Post (guaranteed delivery) to the address given to me. The claim showed the phone was received.

I got a call from the company saying they could not replace my phone so they offered a settlement of $630.00

This would pay out my existing contract and allow me to get a new phone under a new contract. Although it did not cover the full cost I accepted their offer.

On Feb ** the track a claim part of their process showed the claim had been closed - I had not received my $630.00

I phoned on Feb ** to find out why it had been closed. They said the tracking was closed because a phone was not being sent. I asked when I would receive the cheque and they said it was processing and they would elevate it.

I phoned on or about April * and was told there was no cheque yet but it would be elevated.

I phoned April ** and spoke to [redacted] who confirmed that there was still an open claim but the payment was still being processed and she would elevate it.

I asked when it would be paid and she said there was no information on file to show when it would be paid but she would elevate it.Desired Settlement: I would like Global Warranty Group (AKA The Wireless Protection Program) to issue the settlement cheque they offered in February

I would like the Revdex.com to closely review this company and review their rating of it

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They have already been "working" on the cheque and "elevating" the issue for almost four months - their assurances that they are working on it is in my opinion either another delay tactic or a lie.

If they issue a cheque like they originally promised at the middle of February I would be happy to mark this as solved. Telling the Revdex.com they are working on it means nothing from this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I filed a claim for my lost phone on January *, 2014. I immediately paid the $179 deductible to receive insurance services. I chose to receive a payment of $550.00 instead of having a new phone sent to me. Choosing this option was after some back and forth between myself and customer service trying to find out what my best options were. Customer service did not get back to me within 1-2 business days as promised and I had to call them back to find out my options. When I finally decided to receive a check, I waited for weeks before calling and asking for the status. I was told that the accounting department was still processing the check and that someone would get back to me within 1-2 business days to let me know the status. I never received a phone call or email. I called back several times over the span of a few months and was told the same thing every time. When I asked for a Customer Service supervisor, I was told there was no one higher up then the call center representatives. I wanted to be transferred to the accounting department and the Customer Service Representatives told me there was no way to reach them, that even they did not have the phone number for the accounting department. So I wondered how they communicated or if this accounting department even existed. I sent an email to [redacted] to complain, and even after following up, no one acknowledged my email. I called Customer Service again and asked for a copy of the terms and conditions of the insurance agreement, in case there were any provisions that clearly stated how long the company can take to distribute payment. I was told that my [redacted] provider should be able to give me that. The [redacted] provider did not have a contract on file and told me to call back. There was a bit of back and forth and finally another Customer Service representative told me they would put in a request to send me the contract. So first they could not provide it, then all of a sudden they were going to email it to me. In any case I never received it and planned to call back to obtain a copy. I finally received the check over the weekend, the weekend of June [redacted]. The voucher on the check was dated 1-**-14 and the check was dated 4-**-14. I cannot figure out what could have taken so long between 1-**-14 when the transaction was clearly approved to 4-**-14 when the check was written. It seems like negligence. Also, I cannot figure out what took so long in between the check date of 4-**-14 and the date I received the check in the mail 6-**-14. I was short $550.00+$179.00 in my account and overdrew that month. I was charged a maintenance fee and an overdraft fee from my bank. None of this would have happened if I received my check within a month's time. I think a month is plenty of time to process a check. The IRS processes millions of returns every April without much delay.Desired Settlement: I would like a copy of the insurance contract with the terms and conditions. Please have it emailed to me at [redacted]. I would also like a settlement amount of $50.00. When I was charged a $35 overdraft fee and a $15 maintenance fee from my bank, it was solely because I had paid a $179 deductible, and purchased a new phone, both of which a $550.00 check would have taken care of had it arrived in a timely manner.

Business

Response:

check #[redacted] for $550.00 sent 6/**

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I asked for $50 compensation for the fees I had to pay due to not receiving my check in a timely manner. The voucher date for my claim was 1-**-14, so I do not understand why the check date was 4-**-14 and the date it was sent was 6-**-14. I would like $50 compensation for the considerable delay and for incurring fees on my end due to not receiving the check until 6 months after I filed my claim and paid my deductible.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Dear Sirs,

September of last year I purchased a 10inche table from [redacted] on line. I then purchased a 2 year warranty that is offered on that same Web-site. I had an accident with my tablet and they replaced it. It did not work well so I have tried to get back in touch with the company and the web-site is down. I have tried over and over for a month to call or e-mail the company. On the web it states the store is closed. Yet if you purchase a product from [redacted] on line, it will allow you to purchase a warranty from a company that is apparently not servicing the customer after getting their funds. I mailed my table to them along with proof of purchase and my warranty information it was returned unopened.

I am asking for your help in reaching the company, or finding out if they have closed down, getting my table repaired as promised by the warranty. Please feel free to contact me for any additional information.

Name of the company is Global Warranty Edge

E-mail address- [redacted] Address-[redacted] | [redacted]

phone: ###-###-#### | fax :###-###-####

My warranty information CUSTOMER ID [redacted] 09/**/2013 AT 1:42PM

ITEM 2 Year Warranty with ADH FOR A New Tablet between $100-$199.00 No deduction applies on claims.

Charged to my credit card ending in…….. [redacted] 09/**/13

Grand Total $28.00Desired Settlement: I would like the warranty to be honored. I will mail in the tablet again and they can replace or repair. I purchased the warranty in good faith and have the reciept and everything they require for them to honor the warranty.

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID [redacted].

Sincerely,

Review: On February [redacted], 2014 I made a claim on cellphone with GWG and they promptly charged my credit card $179.00 for my deductible to process my claim. I spoke with [redacted] who processed the claim and she informed me that I would receive a replacement phone in a few days. On February [redacted] I received an email from GWG informing me to call their office because a replacement phone was not available. I called and spoke with [redacted] who informed me that since they did not have a replacement phone, GWG would be mailing me a check for $650.00 to settle the claim. She added that I would receive an email no later than February [redacted] 2014 advising me that the check was "in the mail". On February [redacted] at 4:35 pm I called and spoke again with [redacted] who informed me that the check is still being processed and she could not give me any further info. I requested a [redacted] and spoke with [redacted] who could not give me any more information on my claim status and informed me that my claim was still being processed and there was no one else who could assist me further. On February [redacted] at 3:45 I spoke with [redacted] who stated that there was no further update on my claim from last week. I asked her where GWG was located and she informed me it was somewhere on the west coast of the USA. She transferred me to [redacted] and once again I received no further help or status on my claim.Desired Settlement: Issue me a Refund check since I already paid GWG my deductible and I already purchased a new phone since GWG could not furnish me with a replacement phone .

Business

Response:

check #[redacted] for $650.00 mailed out of our ** offices on 2/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I did receive check# [redacted] for $650.00 regarding my Revdex.com complaint# [redacted].

Thank you very much for your assistance in this matter for me.

Sincerely,

Review: I purchased cell phone "wireless protection" insurance from this company through a local Verizon Wireless store. My son's phone broke at the end of December 2013 and we filed a claim. They were unable to provide a replacement phone at the time and offered to send a $625 check instead. Since filing the claim I have called the costumer service dept at least ten times (about once a week) and have been given the same story each time. "They don't know why I haven't received the check yet and they will send a request to the 'Escalation Dept.' to contact me." Each time they told me someone will call me back within two business days. No one has ever contacted me either by phone or email. I also find it extremely odd that the customer service department has absolutely no ability to contact any other department through any means other than their internal email. No one has been able to get me any answers or any further in the process. [redacted] have no more authority than service reps. I truly feel that this company is a scam because I have seen other complaints online describing nearly the same experience I am having. I also can hear other customer service reps speaking to other angry customers when I am on the phone with them. They also put a $275 charge on my credit card at the end of January because they had not received my broken phone yet. Discover Card reversed the charge successfully for me as they agreed it was an unethical charge.Desired Settlement: Settlement of the claim in the form of a $625 check mutually agreed upon.

Consumer

Response:

I have received the settlement check offered by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved - Provided the check clears.

Sincerely,

Review: This company has offered me a cheque for $700, after they sent me two faulty replacement phones. This cheque was to go and buy my own replacement phone. This was in October. When I call, I cannot talk to anyone, they do not give me any information. It is now March and I still have a crappy phone and no cheque.Desired Settlement: Not only do I want a cheque for $700 in order to replace my phone, as it is not working properly, I feel like the should also make sure that the money they send with actually cover the entire cost of a new phone.

Business

Response:

check#[redacted] for $700 sent 3/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have not received the cheque yet. Until the cheque is in my hands, I want this complaint to remain open.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check#[redacted] for $700 sent 3/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased GWG wireless protection program(cell phone warranty) in Jun.,2012, was told it would cover two replacements for 2 years of period. Since my son had lost first phone last Sep.,2013, I reported it to police n gave in the police file no. to GWG, then they sent a"NEW" phone in a week. In two months, unfortunately, my son couldn't use the phone any more since he dropped it once. so, I called the GWG n call center agent advsed me to make 2nd claim to get the new phone since it would be cheaper to have new phone than to get it fixed. As per the agent's adv, I tried to proceed the 2nd claim, all of sudden, the agent said since first claim hadn't closed she coundn't proceed 2nd claim but if I gave them 2 business days and if I'd call them back they would take care of the first claim n be able to proceed the 2nd claim. I took the adv n waited more than 2 days and call them back but call center agent said the same story that they couldn;t proceed the 2nd one since first claim was not closed, saying if I wait another 2days n call them back they would proceed 2nd claim. it was early dec.,2013. I'd called them several times till they finally sent me e-mail on Jan.,[redacted] which they could close the first claim n made a phone call to process the 2nd one. they finally gave me a file no.[redacted], saying I had to send the broken phone to them n pay deductable $130.00. as per their adv, I sent the broken phone to them on [redacted] n in their records they got the one and took $130.00 from my credit card already on Jan [redacted], they sent e-mail that they rcved the broken phone I'll be rcving the following action shortly. On Jan [redacted] I got a call fm them that since there's no stock they decided to send me a check which is $578.00 so that I can go any place to buy any phone. but till today they did not send the check yet, I made several phone calls to check the status of the progress on Jan [redacted], Feb.,[redacted] but call center agents kept saying same story that they don't know the progress but they would leave the msg to the authorized person so that the authorized person will call me back within next 24 hours, within today,or within 2 days to explain when the check could be processed and shipped out to me.. every time I waited but no one concacted me. when I talked to [redacted](call center agent) on feb.,[redacted],, I mentioned her abt "Revdex.com" or small court claim and she even said if nobody call me back till Fri.,5pm, I'd be dong that. other call center agent even told me that they cannot make me wait for this long for no reason. Anyway, I waited one more time but still nobody contacted me. I asked if I could talked with [redacted] but every time they didn;t let me n said "Wait till the [redacted] contact me". My son couldn't hv been using the phone for over 2 months now but I'm paying the bill n It became quite big for me. I cannot believe how this big company like GWG work like this. Even they advertise they solve the matter within 48 hours !!!!!

every day when I get home from work my son ask me abt the phone and it's been agony for me, too. pls pls be kind to solve this matter soon. Thank you in advance for yr kind understanding.Desired Settlement: the cheque they mentioned on Jan., [redacted] : $578.00

2 1/2 months rogers bill payment : $100.00

-----------------------------------------------------------

total : $678.00 (as soon as possible)

Business

Response:

check #[redacted] for $578.00 was mailed out of our ** offices on 3/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Like I sent you the msg below last mar.,[redacted], I waited the check till last friday, then I called them up to know where they sent it to. since they'd sent the cell phone to wrong place at first claim I wanted to make sure this time.

but, again, the call center agent said they couldn't know the addr but someone in accelation team would call me on monday or tuesday, but as I expected, they did not call me till now.

I hope you should not just resolve the claim at this point, can you please wait a bit more till I actually receive the check ??

I'll make sure to send you e-mail as soon as I receive the check.

?

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Well received the check from GWG and deposited it yesterday.

Thank you very much for your kind help on this matter but I do not want to give good comments about the company GWG that as far as I know there're so many complaints from other customers for same reasons.

Thank you again and have a wonderful day.

Sincerely,

Review: I filed a claim for a replacement iPhone 5S with this company Wednesday May [redacted]. At that time, I authorized a $179 deductible and a $699.99 hold on my debit card to ensure 1-2 business day expedited service. GWG did not delay in the slightest in charging my bank card for both transactions. They referred me to their "[redacted]" web site for updates on the processing of my replacement order. Not seeing any new updates since 5/** - where actually there was only a vague "phone ordered" update with no tracking number or shipment date provided - I called Friday evening, May [redacted] for an update. I was told by their customer rep that actually, my white phone wasn't available and would I accept the gray or gold model? I told them gray was fine but I was baffled as to why I wasn't informed of the delay neither by email, nor phone, nor trackaclaim. I instead had to call myself to discover the issue. Further, this "delay" set the 1-2 business day clock back to zero! My cell phone is a critical part of my every day life and you better deliver especially when you have charged me $700 to "expedite". Now, having called GWG 3 times since Monday morning, I have received no tangible update whatsoever from any of their service reps and the trackaclaim site continues to be useless, or perhaps it is the most accurate source of information, indicating that nothing has happened since the 5/**/14 "update" that my phone was ordered. This is completely unacceptable. How can they do business this way, extracting $700 which is half a month's rent from me, to NOT expedite at all??? What did I pay for exactly??Desired Settlement: I would like my iPhone 5S provided to me no later than FRIDAY MAY [redacted].

Business

Response:

**called [redacted] back and let her know that we could either

send the customer a new charger, replace the SIM card or process a redo through

one of our Vendors - we will not do an in store redo at this time**

Consumer

Response:

Please send me a replacement charger that is an Apple-brand charger.

I am disappointed in my interactions with your company and I will advise friends and family to avoid doing business with you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased an extended wireless warranty through [redacted] on Jan 0/2013 when I bought my cell phone HTC one s.

In Jan 2014, my phone broke due to water damage. I followed the instruction from their Customer's Service centre by sending my broken phone to [redacted].

I was deducted $95.00 deductible from my credit card on Jan **/2014.

Global Warranty called me at the end of Jan 2014 to say due to my cell phone is no longer in stock, they will send me a replacement cheque of $500.00, there was no time frame on when I will be receiving my payment.

It had been almost three months. Each time I called the [redacted] the agents are very helpful and understanding, keep saying they will refer me to the "Escalation Department" and someone will be contacting me within 24-48 hours.

I received no phone calls, no emails, I have called at least 8 times and sent 2 emails to [redacted], no respond.

I went on the internet for a review on the above company and found many complaints from customers and their issues are similar to my.

I would like you to help me how to get a respond, and my $500.00 check.

I went back to [redacted] and was advised [redacted] is no longer offering this type of warranty services through this insurance provider.Desired Settlement: I would like to get my refund of the $500.00 as promised for my phone.

Thank you so much

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the same reply as I received each time I call the business that they are working on it. Each phone call I made, the customer service agent had promised someone will get back to me within 48 hours but no one ever had.

I would like some one to tell me the time when my claim will be settled, when I can expect my payment. I want more information than just what I have been told before I filed the complaint with the Revdex.com.

Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check #[redacted] for $500.00 sent 7/** via USPS from our ** offices

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: To Whom It May Concern:

I purchased a LG Cosmos 3 (from an anonymous cell phone provider – which shouldn’t matter where b/c they have nothing to do w/ the actual insurance of the phone) on 5/**/13. Along with the phone, I purchased a 2 year insurance coverage plan for my phone on 5/**/13 from Global Warranty Group (GWG) for $85.07.

Recently, I had accidentally dropped my phone and it got damaged pretty good. Certain buttons wouldn’t work and, more importantly, the part on the phone where you actually plug in the charger into the phone to charge the battery was somewhat damaged too. The phone struggled to accept the charge. After several attempts, it finally accepted the charge. However, it would oftentimes act like it’s charging, but it’s really not. It’s a bit frustrating. In addition, the battery was loose, so the phone will restart itself over and over and over again. Talk about being frustrated on top of already being frustrated…. Then, once again, I dropped the phone and now the screen became black. So now I can’t see who’s calling, I can’t text, I can’t see anything in my calendar (such as appointments), etc. Not only would I like to get a case for the new phone so that I don’t keep dropping it (or so that it protects the phone when it is dropped), but I would like the new phone so that I can see who’s calling, so that I can make phone calls w/o the battery coming out, view my calendar, etc. However, GWG is giving me a hard time sending a replacement phone.

The initial phone call to GWG was made on Thursday, 7/**/13, at 2:20pm. Another phone call was placed the same day at 3:31pm. During these conversations, it was stated that the phone I purchased was in their computer system as a SmartPhone, so the deductible is $75. I told them that it is definitely NOT a SmartPhone, so the deductible should be $50, not $75. The GWG representative told me that she will send a request to another department to make the change and it will be changed w/in 24 hours. I called the next day (7/**/13) at 5:36pm and 6:02pm. It was still not changed. I was then told it would take 48 hours to change the deductible in their computers. So….I waited until Thursday, 8/*/13 (an entire week since the initial call) and decided to call at 12:14pm. Once again, the deductible was not changed. So….I waited yet another week (yes, 2 weeks since the initial phone call), and then called again – on Wednesday, 8/*/13, at 10:58am. Once again, it was not changed. Each time I called, there was nothing anything could do for me. They couldn’t transfer me to that department who makes the changes, they couldn’t change it themselves, etc. The only thing that was suggested was that I pay the $75 and they would refund me “immediately.” I refused for a few reasons – (1) I couldn’t understand how they could refund me the money “immediately” but couldn’t change the deductible “immediately;” (2) what was their definition of “immediately” (considering they couldn’t even change the deductible “immediately”)??; and (3) I couldn’t trust them w/ refunding me the money if they couldn’t even keep their word about changing the deductible w/in 24-48 hours.

After being fed up with this non-sense, I decided to write an email. On 8/*/13 (Wed.) at 12:57pm, I write an email to “[redacted]” and explained my situation. Within 2 minutes I got a reply from [redacted]. At 12:59pm, she asked me for the wireless # or claim file #. I gave her my phone # at 1:01pm. By 1:02pm, she took care of the deductible and told me to call to complete the claim. However, b/c my debit card was at home and I wasn’t at home at the time (and my phone was on the verge of dying), so I sent an email at 1:28pm explaining that I would try calling later. At 5:22pm, I emailed [redacted] saying that my boyfriend was going to end up calling to order the phone for me b/c my phone wasn’t working anymore, so to expect that call. On 8/*/13 (Thurs.) at 3:17pm, I emailed [redacted] asking, “How can I make sure that I will get it before the weekend??” At 6:17pm, she responded back saying, “We have ordered it and are trying to get it shipped today so you will have it late tomorrow.”

My replacement phone was paid for on 8/*/13 (Wed.). It wasn't "ordered" until 8/*/13 (Thurs.) (my boyfriend was verbally told that it was “ordered” on 8/*/13). It was stated that it would be shipped by 8/*/13 or 8/*/13. Yet, nothing had been shipped yet. On 8/*/13 (Fri.) at 2:33pm, I emailed “[redacted],” “[redacted],” “[redacted],” and “[redacted].” At 4:25pm, [redacted] emailed me back (copying [redacted]) and asked me for the wireless # for the claim. I emailed her back w/ the phone # at 4:48pm. No response back at all.

On Sunday, 8/**/13, at 9:44pm, I emailed all 4 email addresses again. I emailed all of them again on Monday, 8/**/13, at 11:06am. No response back yet from anyone. At 2:52pm on Monday, 8/**/13, I called corporate [###-###-####] and spoke w/ [redacted]. Phone still hasn’t shipped yet. I told him that I was verbally told as well as told in an email that it was going to be shipped by Friday (8/*/13) at the latest and I wanted to know why it wasn’t shipped after being told that. He explained that phone was placed on 8/*/13 (Thurs.), making 8/*/13 one (1) business day and 8/**/13 the 2nd business day, so it should be shipped today. Told him that I was still told that it would ship by Friday, so I didn’t understand why it hadn’t been shipped yet. He said that he can send a request out to get an explanation and to also get a tracking #, but it would take 1-2 business days. Explained that it made no sense to request a tracking # if the phone will be here before I can get a tracking #, plus waiting for an explanation will take far longer than two (2) days. Told him my experience has been awful with them and that I have one (1) string left before I make another phone call that I really don’t want to make. Explained that I was not pointing my finger at him b/c I haven’t dealt w/ him before. I was just fed up with my whole experience and that I better get my phone tomorrow or I will be very mad and I will be making a phone call.

On Tuesday, 8/**/13, at 5:00pm, I received replacement phone via UPS.

My experience with Global Warranty Group (GWG) has been nothing but a throbbing migraine and I hope I never have to deal with them ever again.

Sincerely,

an unhappy customerDesired Settlement: The next time I need my phone replaced, I would like it replaced for free. I would like the "replacement" phone sent to me first before the "defective" phone is sent to them and I would like it done without "a hold" of a specific amount of money. It is not ethically correct to leave anyone without a phone for several weeks. What if that person is pregnant and goes into labor?? What if someone gets into a serious car accident and is trapped inside his/her vehicle?? What if an intruder breaks into his/her house?? Then what??

Business

Response:

I apologize for the miscommunication and bad information that was provided to the customer. Without a contract or wireless number I am not able to research and rectify the situation for the customer.

Review: I have purchased an external two year cell phone warranty from Global Warranty through Am-Call Cell Phone in Sep 2012. My cell phone has problem so I called to Global Warranty Inc to request repair. They said they just provide replacement but they didn't have this model so they replaced a cheque $650 to me. I filed a claim on Sep ** 2013. Up to now, I still can't received the cheque. I keep calling to them but the answer just told me waited for two more weeks. I tried to email but no reply. I have waited over eight weeks. They already credited my credit card $95 for the fee of this claim. But they didn't send me the cheque, it's look like cheat our money. I go the [redacted] of their account. Many customers complaint nothing received.Desired Settlement: Please let me know exactly how long I still need to wait! Don't just say two more and two more weeks. It doesn't make sense for waiting so long.

Business

Response:

check was sent via UPS tracking [redacted] showing delivered on 12/[redacted]13. Also the deductible of $95 was refunded back to the customer.

Review: I bought a warranty for my cell phone which would cover any damage, the phone was damaged and I subbmitted for repayment through the warranty. I filed a claim and was told I would need to pay a $98.00 deductable which I did as well as a $300.00 deposit on the old phone until I could send it in and they recieved it, this had to be within 90 days. I sent the phone in with lots of time. When I filed the claim I was told the new phone would be shipped within 7 days, a couple of days latter I was contacted that they could not get the exact phone and would I except a cash settlement instead which was for $730.00 which the person on the other end told me that would be more than enough to buy a phone the same of with the same equipment I had on my phone. I also asked how long and was told I would recieve a cheque with in 7 days as I would need the money to buy the new phone. I had no choice but borrow money to buy a phone but with the cheque on the wqy thought it would not be a problem. after not seeing the cheque for 10 days I called back only to told now that it would not be sent for 4 to 6 weeks, not the 7 days I was told when I accepted the buy out. I asked for a [redacted] to call me back and was told the request would be forwarded to the [redacted] however no call was ever made to me. I called a few days later to once again find out about the cheque and was told much the same thing but also asked for a [redacted] to call me back, they never did. I called a few more times and were told many different things including how the accounting division has snuffed them off as well, only once did I talk to a [redacted] and they agreed with me that I was getting the total run around. I just called back today and once again was told much the same it is in accountings hands and that I will have it in 4 to 6 weeks from the claim date which was the end of october!!. I feel I was given not only bad information on when to recieve the cheque but also bad information on the cash settlement of $730.00 for which I could not buy a phone equal to what I had but rather had to kick in much more money, I know there is nothing I can do about that but there should be something down about the holding of my money when I have done everything they requested in good and honest faith. The cheque is now more than 8 weeks and still not released, this has now become and deal where the company has lied to me. I am not in a position that I can wait for money like this company thinks I can and feel that I should be allowed to render surcharges on the overdue money owed to me by this comapnyDesired Settlement: I feek this requires not only a phone call but also a letter as well as my cash settlement and a settlement for not only time wasted on my end due to all the phone calls but due to interest that I should as they are be allowed to charge them. I was told that if the phone I had to return was not returned in 30 days I would have to forfit the $300 deposit I put down, by right they should have to pay extra for not reimbursing me in a quick and proper manner

Business

Response:

check was sent 1/*/14 via usps to the customer in the amount of $730.00

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I did recieve a cheque for the $730.00 today and I do thank them for that but they still have not responded to my requests for a letter of apology or any other action at all, their response of the check has been sent in my eyes does not come close to the hassles I was put through through this whole process. I would have expected much more from them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Global Wirelss Protection received a claim for a replacement phone on 1/**/2014. The phone was supposed to be shipped 24-48 hours after the claim was filed.

After the phone was not shipped within the time frame given, I have contacted the company twice to check on the status. No info was provided and customer service advised they have no access to the information on when the phone will actually be shipped. They advised that they will put in a requets for osmeone to call me back, but nobody has contacted me yet.Desired Settlement: For my order to be shipped immediately with overnight delivery. To be reimbursed for the delay and inconvenience this company has caused.

Business

Response:

Phone was sent on 2/*/14 ups tracking [redacted] delivered on 2/*. I have refunded the $179 deductible back to the customer for the issues she has experienced.

Review: I purchased insurance from the Global Warranty Group to cover lost/damaged/stolen cell phone through a Rogers / Cellcom. When I damaged the screen on my phone, I called GWG on January **, 2014. I was told that I had to send back the broken phone and a new phone would be delivered within 4 business days. More than a week later (approx Jan **), I called to check the status of my phone. I was then told that they didn't have the same phone to replace and asked if they could send a cheque for $650. I agreed, and they said I would have it in 10 business days. On February [redacted] I had still not received the cheque, so I called. This time I was told my case was being escalated and I would have a call back in 48 hours. 1 week later (March [redacted]) I called back as nobody had called me after the 'escalation'. The call center person just said that accounting had my file and I would be getting a cheque, but he could not give me a time line. When I questioned more about how I could find out more, he said 'have a nice day' and hung up the phone. I went into the Rogers store today and they said they have had many complaints lately.Desired Settlement: I would like my cheque for $650 as promised.

Business

Response:

check #[redacted] for $650.00 sent 3/**/14 from our ** offices

Review: I have cell phone insurance from Global Warranty Group. I filed a claim for a damaged Samsung Galaxy SIII i9300 Unlocked Worldwide Capable Phone on 03/**/14. I was advised I should have a replacement phone within 2-3 days since I allowed a $301 hold on my Credit Card to get an immediate replacement phone while I send the damaged one to them. I called the claims division today, 3/**/14, to check on the status of my replacement phone and was told to wait another 24-48 hours for any further updates, the same thing I was told on 3/**/14 when I called last for an update. I should have had the replacement phone in my hands by now. As of yet, I have not received ANY emails or calls at all from this company, even though I have called at least three times and was told I would be contacted after “escalating” the case. Looking through previous Revdex.com complaints I can see this company does not call people back very often. My credit card was charged for the $75 "deductible" on 3/*/14, but to reiterate, no phone has been shipped yet and I have no tracking information to indicate another i9300 Unlocked phone replacement is being sent as promised.Desired Settlement: I would like to receive the Samsung i9300 Unlocked replacement phone for which I paid insurance for, and was charged a deductible for, immediately. If it is not available, then a better GSM UNLOCKED worldwide capable Samsung Galaxy (not less than i9300) phone would be appropriate. Otherwise, a check is in order. Moreover I would like the replacement phone/check in a timely fashion (2-3 days) as promised on 3/*/14. As I filed the claim on 3/*/14 and it is now 3/**/14, that has not happened, so I would appreciate action on my case, please.

Business

Response:

We shipped a replacement phone and it was delivered on 3.**.14. Unfortunately our vendor did not ship an unlocked version of the phone as was ordered and we are unable to source and unlocked phone from our other vendors. Customer agreed on 3.**.14 to accept a check rather than a phone. Check is in process and should be received within 4-5 business days.

Thank you,

Review: I purchased an extended warranty on my Samsung Galaxy S3 from this company via Telus Mobility. The screen of my phone recently cracked so I submitted a claim and sent my broken phone in as requested. The phone was sent and received promptly. They did not have the exact model of my phone so they offered me a cheque for $578 instead, which I accepted. After several weeks of not receiving a cheque I followed up and was told my cheque was on the way. A couple more weeks and still no cheque. Then I was informed that my claim had been passed on to the accounting department and had not yet been processed, meaning they misinformed me originally. At this point I was told they would "escalate" my claim and that I would be contacted within 48 hours. I was never contacted. I have now contacted GWG wireless protection program several time and received the same answer. When I ask to speak to someone who can solve my problem or a phone number, I am told they don't have one and will escalate my claim. It has been about 45 days since my claim and I have received no cheque nor any explaination for the issues I'm having. This warranty said that within 2 buisiness days of my claim that a new phone would be shipped out. Seen as they do not have my phone and I have already accepted to receive a payment I don't see any excuse for the missing cheque, not too mention the extreme lack of professionalism this company has displayed.Desired Settlement: I would like my cheque sent and for this company to stop treating their customers in this fashion. I've seen several blogs online about individuals having the exact same problem as me as well as other issues. Please stop this company from treating their customers in this unacceptable manner!

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Review: I paid $120 to have warranty with GWG, I mad a Claim with GWG on 3/**/2014 for my Samsung S3 phone that is broken. I was asked to send it to them which I have and I have confirmation it was received. They took a deductible of $75. I authorized them to deduct $381 so that they send a new Samsung S3 to me before my phone arrives to them and once my broken phone is received by them they will refund me the $381 which they have since they received my broken phone.

They said I should have my new phone in 2 business days. After 2 business days I called back they said they don't have a phone they can send me. They offered to send me a check for $578 in stead. I accepted the offer. They said said it will be sent out in less then 5 business days. I have called 2x a week since a total of 8 times and they keep telling me it was sent to the escalation department and that it is in processing. They have told me 4x that someone will contact me within 48 hours, but none ever has. I asked to get transferred to the escalation department they said it cant be done. Many people have the same problem with them and they never do nothing.Desired Settlement: Give my broken phone back + the $195 which is the cost of dealing with GWG.

or

Give the offered check of $578

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.