Global Warranty Group

Review: My phone was stolen and that same day (march [redacted] 2014) I filed a police report and a claim with Global Warranty Group, after paying my $130 Deductible my claim started processing. I was told that they could not find a replacement phone so I was offered a check for $578 which would be mailed to me. I have no received this check after being told that my claim was approved and the check was approved. I have called repeatedly with no new information about my claim since the [redacted] of March, I have also escalated my claim several times with no response via phone or email from their escalation team. They have no problem taking my money, but when they owe it to you it takes months.

Product_Or_Service: Other /Samsung Galaxy S3 16gb/

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I would like the check to be mailed to me and for my $130 deductible to be refunded for the time and effort I have been putting in to get this dealt with.

Business

Response:

check #[redacted] for $130.00 deductible sent 7/**/14 via USPS from our ** office

Review: I purchased Ensquared Device Insurance for my new Samsung Galaxy S3 Blue 32GB phone in July 2012. Ensquared sent me an email notice on May **, 2014 stating that they are no longer in business and all claims should go through their supplier, Global Warranty Group (GWG).

On July *, 2014, I contacted GWG and filed a claim because I dropped my phone and the screen shattered. The phone is otherwise operational. I paid a $75 deductible at this time using my credit card.

I was told that a comparable replacement phone would be shipped to me within a few days after I sent in my broken phone, or it could be shipped out on July * or * if I allowed a $301 hold to be put on my credit card. This would allow me to continue using my broken phone and have less interruption in service. As long as I sent back my broken phone by August [redacted], no charge would hit my credit card. In the context of the time frame GWG stated for delivering a replacement phone, I agreed to this.

I have maintained a detailed contact log since my first call to GWG and can provide the entire log on request. I believe it will align with GWG call logs to a great extent. I have 13 dated entries in my log. The most recent entries document unsuccessful attempts to contact GWG.

GWG sent me a replacement phone that was the same model but only 16GB. That clearly is not a comparable phone. I purchased the version with more internal memory because I need and use more than 16GB. GWG stated that my phone ID number (IMEI) was showing up as a 16GB phone. I sent them my original email receipt that showed 32GB, and I had my carrier ([redacted]) contact them and confirm this as well. GWG sent me a shipping label by email. Pick-up at my residence was not covered, so I had to find a UPS location and bring the (incorrect) replacement phone there for return shipping. GWG confirmed that they received the phone I returned. They also confirmed that they had accepted the documentation and acknowledged that I needed a 32GB replacement phone.

I was offered a Samsung Galaxy S4 16GB as an "upgrade" replacement. Even though this is a newer model phone, the limited memory is still a problem for me and thus it is not a comparable phone. I declined this offer.

On August *, 2014, I expressed my discontent with the length of time it is taking to get a comparable replacement phone. I requested that they either send me a comparable replacement or reimburse me for the value of my phone so I can purchase another. I was told (like many other times) that this would be passed up to the escalations department and I would likely receive a call back the same day.

I expressed concern and discontent about the August [redacted] deadline for the $301 charge to my credit card many times throughout the month of communication with GWG. I was told that it was an automatic charge that could not be stopped, but I had 120 days from the time the claim was opened to have it reversed by sending back my broken phone. I checked my credit card activity and sure enough they charged me $301 on August [redacted].

On August * and *, I made at least a dozen calls to GWG. Each time, the line was busy. It appears that GWG has become unreachable, and that is why I am opening a complaint with the Revdex.com after spending far too many hours trying to work this out with GWG.

I have put substantial effort and time into working this out with GWG, but now that I can't even reach them I must ask for Revdex.com help in resolving this. While GWG has shown some effort to work this out, it has been inadequate and not at all timely. And they have taken my $75 deductible and $301 fee for not returning my broken phone yet. And of course, I purchased the original insurance contract as well. So I have given them a significant amount of money and not received the service promised.Desired Settlement: I want the $301 charge reversed/refunded.

I want a check for the full value of my phone so that I can purchase a replacement myself. I see via Revdex.com records that another recent customer was offered $578 for a 16GB S3, so I expect the value to exceed that amount since my S3 is the 32GB version.

After receiving a valid check for the full value of my phone, I will purchase another and then ship GWG my broken phone using the label they provided to me (assuming it is still valid).

Because of the substantial time this has taken, I think it is reasonable to also request my $75 deductible be refunded.

Review: Bought the 2 year GWG Wireless warranty for $ 109.99 plus 13% HST for my Sony Xperia phone from Rogers Communications in December 2012. I dropped my phone and it broke on July **, 2014 so I filed a claim with Global Warranty Group. I paid the $ 95.00 deductible with my visa card that day. On July [redacted] they called and told me that they could not replace the phone as they had lost their Canadian supplier. That they would send a $500 check so that I could get the phone replaced myself. They also placed a preauthorized charge of $ 381.00 on my visa card to be released when they received the broken phone back at Pro Mobility Inc. in Richmond Hill, Ontario. Well needless to say I have not received the cheque yet and have escalated the matter with their customer service on 4 occasions with promises received that they would call back within 48 hours. No phone call was ever received from the escalation team so I assume I will not receive one.Desired Settlement: To honor the contract that we entered into I want a settlement of $500.- for the broken cell phone.

Since I have not had a phone for over 3 weeks now I also want a refund of $ 95.- for the deductible.

In addition because GWG cannot replace the phone itself, and I have to purchase a phone from Rogers again and will therefore loose my very favorable Rogers contract plan. The same plan I currently have will cost an additional $20.- per month and I want to be compensated for this for the duration of the contract until Dec * 2015 which would be $ 340.-

All this because of GWG's failure to honor the contract we entered into on December [redacted], 2012.

Review: GWG processed my claim after taking my deductible. My phone was broken and covered under their warranty - I paid to get a new phone but they no longer had that phone in stock so instead promised to send me a $550.00 cheque. It has been over two months and I still have received nothing. I was initially told that it would take approx. 2 weeks to receive either a phone or a cheque. I have called numerous times and have been told that my claim has been sent to the escalation department and that I would be called within 48 hours. I have been told approx. 4-5 times that I would receive a phone call and have not received a single phone call. Whenever I contact customer service I am told my cheque is still being "processed", however they cannot give me an estimated date of delivery. This is contrary to their "track a claim" website which, after a month, told me that my cheque was being delivered but I never received one. When I contacted the company to ask why the track a claim website told me my cheque was being delivered I was told that the website was incompatible with processing cheques so that any information on that webpage would not be correct. I initially paid a holding fee of nearly $400.00 to have a new phone within 5 business days. I have paid my deductible. It has been over two months and I have not received the cheque they promised to give me and every time I contact them they give me no information that is helpful and no resources to allow me to try to resolve this issue more quickly.Desired Settlement: I would like to receive my $550.00 cheque as soon as possible - I want it processed and delivered immediately.

Business

Response:

We did instore fulfillment for new phone with customer's dealer on 4/**/14. I have also refunded the $75.00 deductible back to the customers credit card, please allow 3-5 days to have that reflect on cc.

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 need further clarification on your comment "We did instore fulfillment for new phone with customer's dealer on 4/**/14". I contacted both the customer service centre for my dealer as well as the physical in-store location where I bought my phone and the warranty, and neither party has any idea what this comment could possibly mean. If I am to receive my proper compensation via the warranty (ie: the $550.00 I've been told I will receive), I need to know how to do this.

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 $550.00 sent 7/*/14 via USPS

Review: I purchased a a protection plan for my cell phone in 2012. I filed a claim in December 2013. I was told they could not replace my phone and offered $500 instead. I agreed and sent in the broken phone as requested. I still have not received my cheque. I have contacted the call centre on a weekly basis and my case has been escalated a total of nine times. I have been told over and over that someone would call me back and tell me when to expect my cheque and I have not once had a call back. The managers I've spoken to have no additional information. No one can even tell me when I can expect the cheque, nor will they give me any other phone numbers to follow-up with upper levels in management.Desired Settlement: Quite simply, I would like my cheque. A call to let me know that it was in the mail would be a bonus, but at this point, I'd be happy with the money they agreed to send me when they found out they could not replace my phone.

Business

Response:

check #[redacted] for $500.00 sent 7/*

Review: I boght replacment insurance plan on my cell. Now they claim they dont have repacment phone and are offering cheque for 1/2 value of the phone.

When I purched this plan, I read through the fine print. It stated that the phone would be replaced with a new phone of the same kind. If that was not avalible, they would offer a phone of equal value to purchase.

The phone broke, and they are offering me a cheque instead of the replacement, as my phone is not avalible anymore- which is against their contract. The cheque that they are offering is for $400. The phone was insured for $800... they tell me that the amount in nonegotibale. This will not allow me to purchase a replacment phone equivalent to the one that was insured. They charged me 100 for the plan, then 100 for the deductable... This is not accepable in any way shape or form. They have also placed a hold om my credit card in the amount of $381 until they recive the old phone back, of which they do no supply shipping. This is also not accepable.Desired Settlement: I would like the full amount of my insured phone back. The cost on this phone was $800 and that is what my paperwork says it was insured for. I would like them to properly repersent the policy in the future as well.

Review: I purchased cellphone insurance from Global Warranty Group, LLC in 2013.

On January [redacted] 2014, I broke my phone (HTC One), immediately called Global Warranty to make a claim. Later that day I received a callback from the GW callcentre, advising that my phone was unavailable for replacement but offering to send a cheque for $650.00 in lieu. I accepted.

On April ** 2014 I called GW for the status of my claim. I was told it is in processing, but there is no eta. I was also told that my call could be escalated for a callback, which I requested but never received. I made the same call, with the same outcomes on the following dates: April **, April **, May *, May ** and today June **.

This is poor customer service, it is unreasonable to delay payment for this long, and unacceptable corporate behaviour to not respond to 5 callback requests.

Sincerely,

[redacted]Desired Settlement: I expect to receive a cheque in the amount that was promised within two weeks.

Consumer

Response:

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

[Your Answer Here]

I received an email on June [redacted] from Global Warranty Group apologising for the delay in receiving my cheque, and advising that the issue has been escalated to their accounting department. Further they promised to provide the cheque # and date once the cheque has been issued, that they would do "everything we can to assist in getting this issue resolved". I have received no further communications from Global Warranty Group.

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

Sincerely,

Business

Response:

check #[redacted] for $650.00 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: I have attempted numerous times to contact Global Warranty Group (###-###-####) to get a new phone since I lost mine and have been unable to get a live person on the phone. First their phone was disconnected, and now an automated message says I have reached [redacted] for the wireless protection plan, but no one will come to the phone. Thankfully, I have a replacement phone but I honestly want to be removed from this alleged insurance company as I have read online that this is a scam. I am still making my monthly payments but I want out.Desired Settlement: Initially I needed my replacement phone but with many people not receiving their phones or refunds, I no longer want to be insured by GWG. I no longer want to pay them for a service they cannot provide. Please help me resolve this.

Review: Bought warranty for cell phone. Made a claim for new cell phone. Sent cell phone that was reported stolen and did not work properly. Called returned cell phone for replacement. After week with no response I called on 1/*/14 was told no replacement and wanted me to settle for $550.00 check. I agreed. They received my broken phone on 1/*/14. As of today, 2/*/14, I have not received check. I was told the check was written on 1/**/14 but no notes that it was mailed. I have called every day looking for updates as to when the check will be mailed. I am told someone will call me with 24-48 hours. No body calls. On 1/**/14 received an email stating they mailed a replacement phone to me. I have received nothing. I call the company, they have no record of sending me such email. I forward email they are confused because no phones in stock to send. Settlement for check. I purchased this insurance in good faith. I called my local Verizon dealer, they called on my behalf. Was told claim in processing will call customer with update within 24 to 48 hours. No body every calls back. I have been more than patient with this company. This has been going on for 7 weeks. Please help me get my money!Desired Settlement: I want my check that was promised to me on January *, 2014.

Business

Response:

check #[redacted] for $550.00 was mailed out of our ** office 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.

Review: When phone purchased paid $179 for insurance on cell phone.

When phone broken paid another $179 to them and returned broken phone.

When they could not replace phone (had none) they promised check for $650 in four to six weeks. (That was first part of December).

When I call them now they just say the check has been processed and someone will call me back. I have been calling for almost two weeks, numerous times, and no one has called me back. When you ask to speak to [redacted] they refuse, saying nothing can be done - you just have to wait. I think they are stalling hoping I will just go away. I don't understand that when you purchase the insurance it is $179, but when you turn in a claim you have to pay them another $179 fee for processing your claim.Desired Settlement: I just want them to pay the $650 they promised me and stop giving me the run around on the phone.

Business

Response:

check #[redacted] for $650.00 was sent from our ** office 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.

Sincerely,

Review: I was told at the independent retailer that in the event that my phone was lost stolen or damaged for any reason that I would be abe to go to any rogers wireless retailer and present my contract and receive a brand new phone.

This however was not the case.

I had to send in for my phone and pay a deductible which I was also not informed of at the time.

when my phone finally did arrive it was obviously not "brand new" and also does not charge properly or at all sometimes.

after informing the company of this issue they said they would be issuing me a cheque within in 2-3 weeks.

It has now been 4 months and the most correspondence I have received from the company is an e-mail sent sometime in february stating that they didnt know when they could get me a cheque.

I now am left with a phone which can barely hold a charge and no money in order to replace the faulty device they sent me.

I have spoken with other customers who have purchased the same insurance and I seem to always get the same story in regards to this business.Desired Settlement: I would like to see that this company has more accountability.

I would also like to receive my cheque in the near future.

Review: they have not honor warranty. I had warranty Samsung Galaxy S III for the phone number ###-###-####. they said did not have similar phone so on June **, 2014 I agree on getting check for 400 dollars sent to my address. A week later call back to see when I would be the check. They said they did not that Information, So I ask for the [redacted] the [redacted] said the same thing I would be put on list to call back to the person in company that had my answer but no call back. I called 4 times still getting the same runaround so I don't believe I am getting a checkDesired Settlement: a check for 400 dollars like they promise me on June **, 2014

Business

Response:

check #[redacted] for $450.00 sent 7/*/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: Global Warranty Group provides insurance for cell phones. I purchased a verizon cell phone with insurance from Global Warranty Group. When I broke my phone they told me to purchase a new one and that they would send me a check for $550. They received my broken phone on January [redacted] 2014 and have still not sent me a check. I have called twice and have been told that they are backed up. This is a completely unacceptable and unethical business practice.Desired Settlement: I would like to receive my check for $550 plus an additional 10% in interest do to the late payment and the hassle of multiple phone calls not only to Global Warrant Group but also Verizon and the store that I purchased my phone from. I have spent over 2 hours either on the phone or on hold trying to settle this issue.

Business

Response:

Check #[redacted] issued 2/**/2014 for $550.00

Review: I have been calling this company since February -2014. Filed a claim end of February and 2 days later they told me they didn't have a replacement phone so they would send me a check instead.I sent my phone in and it's been 6 months since the claim was placed , haven't gotten a check yet to this date .I called them multiple times but all they say is your check is still processing , it will be sent out and someone will contact me in 48 hours.I have been told this over 8 times . I again, tried to call August ** 2014 , to where I'm fed up and I can't even get through , I just get a busy signal when it prompts me to current claims. I need my money , this company is a fraud that force people to have to stress about getting their money and take additional steps to get money !Desired Settlement: My check that was promised February ** 2014.

Review: I purchased an Iphone5 through Verizon Wireless Zone at [redacted] on November *, 2012 and also purchased the phone replacement insurance with Global Warranty Group.

On December *, 2013, I brought the phone, which did not work, back to the store in order to get a replacement through the warranty I purchased. here is a sequence of events:

- I was told a replacement for the phone would not be available for 4-6 weeks

- I said that was unacceptable

- I was offered a loaner phone until the replacement arrived.

- I agreed.

- I was then offered to purchase a new Iphone5s for full price and the Global Warranty person on the phone at the time said they would send me a check for $550 over the next 4-6 weeks. The person at the store said to me 'that's cheaper than paying the deductible' ..... so I agreed.

Later in December, when I went online to pay my Amex bill, I noticed $699 charged for the phone, which I authorized, and a separate $179 charge which was not authorized.

- I went to the store and asked about the unauthorized charge, and they said it was the deductible.....even if that was the intent, I signed nothing to authorize the charge and was not told about it

I then filed a dispute with Amex, but Global Warranty keeps responding with lies that I never returned the broken phone (even though the attached documentation they include says I did). Their documentation accounting for the transaction does not even match the transaction itself.Desired Settlement: I would like to have the $179 credited to my Amex account, and I would like the $550 check I was promised.

Business

Response:

check #[redacted] for $550.00 was mailed from our ** offices on 02/**/14

Review: I was mailed a refurbished iphone 5 from the global warranty group after paying the insurance cost of $100 and the deductible of an additional $180. The phone I originally had was an iphone 5 with only a screen crack. After a couple months with the refurbished iphone 5 the phone suddenly stopped working, I contacted the global warranty group on 12/**/13. They could not immediately help me because of the holiday, I was told nothing could happen until 1/*/14. They recommended going to an apple store for support. I visited the apple store to see if they could help me. After setting an appointment on 12/**/13 the apple store "genius" laughed at me when I brought them in the refurbished phone from global warranty group. They said they could not do anything with the phone, since there was no sticker on the back of the phone (which I did not remove) stating that it was an apple product and it's manufacturing codes. Also when they looked inside of the phone they said there were a couple of key pieces missing and I needed to contact the company that gave me the phone because it was "completely unacceptable." I then immediately contacted Global Warranty Group and spoke with [redacted] I told her about everything that happened at the Apple store and asked to speak with a [redacted]. She couldn't put a [redacted] on the phone and would not help me, she hung up on me on purpose and was not willing to help me. I was very upset and disappointed with the company. On 1/*/14 I contacted Global Warranty group again, they would now start processing my claim. On 1/*/14 I received a UPS postage to send in my refurbished phone. I sent it in right away and did not hear back from Global Warranty group until around 1/**/14 asking if I would be willing to receive a check for $550 since they no longer make the iPhone 5. I agreed I was told that the claim needed to be approved by a different department and it would take 2-4 business days.

I received an email on 1/**/14 that the process with the iphone was completed and a phone would be shipped out. I immediately called the claims center because I was told I was receiving a check and not a phone. I was assured that they made a mistake and that that was their generic message when a claim went through. I was also told that meant my check had been shipped.

I waited to 1/**/14 and called again since I had not received the check. I was told by [redacted] that it was on its way and the weather had been bad. [redacted] assured me that I would have the check by Wednesday 2/*/14 and they would give me a call on Monday 2/*/14. Neither of those two things occurred.

I also had a go out an buy a new phone because I could not go on without a cell phone, so I paid my own money for a new phone. After telling [redacted] this, she asked if it was an Iphone because then they would cover the warranty until my contract was up. It is too bad that I couldn't afford an iPhone!

On February [redacted] I contacted Global Warranty group again, they told me the check was never sent and it was still in the process of being approved by another department. I was also told I could send an email and it might speed up the process, so I sent an email.

Today on 2/**/14 [redacted] from GWG still could not tell me when the claim would be straightened out. 50 days after the original claim was made I still have no idea when I will receive a check or if I will receive a check.Desired Settlement: I would like the check I was promised for $550. There has to be something else this company can do for me since I have had the headache of dealing with this issue for 50 days. I would also like the $180 dollars back since I was given a phone that was missing pieces.

Business

Response:

check#[redacted] for $550 was mailed out of our ** offices on 02/**/14

Review: I called in to file a claim for my insured cell phone in January 2014 for [redacted] number. The insurance company could not provide me with the same phone so they offered me a check for $700.00 and said I will receive it very soon. My claim was now forwarded to Global Warranty Group for issuing the check. However, I did not receive it until today. It has been 3 months now and I had to buy a new cell phone out of my pocket as the check was taking too long. GWG (Global Warranty Group) keep saying that they will escalate the issue to their accounting department and will update me but they never did. I wonder what kind of accounting department they have that they cannot give me proper status of the check they promised and how long do they need to escalate this. They already charged me around $179.00 deductible the day we started this claim and never bothered to send me the money I qualified for till date. I have contacted then company every 2 weeks from when my chq was approved to get an update but no luck. 2) I don’t understand how claims get approved and never processed. GWG says their processing dept. is backed up. Well that is no help to a customer who is waiting for $700.00. 3 months processing time is way too long for any company and is poor customer service I believe where its takes few seconds for them to charge deductibles to customers and get insurance policies signed up and months and months to pay out their clients I paid to buy this insurance and getting such feedback that doesn't lead me anywhere is very frustrating. I need this resolved as soon as possible. Please and thank you!Desired Settlement: I want to receive my chq's AS SOON AS POSSIBLE for the amount of $700.00 plus the deductible amount of $179.00 that GWG owes me. Also for all this hassle and inconvenience that I had to go through I am expecting them to refund my deductible for $179.00. I don't think GWG should be charging me anything as the issue have been going over 3 months now.

Business

Response:

check

#[redacted] for $750 sent on 5/**/2014.

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 have purchased a cell phone insurance plan for my blackberry z10 via Rogers Wireless in Oakridge Center in Vancouver BC. I was told if I paid a 381 dollar deductible and mailed them my broken phone I would get a new phone in the mail. I did exactly this via registered mail. After approximately 2 weeks, I had not received any update after calling them multiple times. Then they had stated they called me or emailed me that they were not sure what type of blackberry I purchased ( I received no such call or email). I informed them it was a z10. After another week or so after checking in with the status of my claim they informed me that my phone was not available and would mail me a cheque in the amount of $520 as soon as it was processed to cover the purchase of my new phone. This was on January **, 2014 and it is now March **, 2014 and I have still not received my cheque in the mail. I have been refunded the $381 deductible . The call center staff were polite but did not seem to have any idea about when my money would be refunded and always seemed to escalate my claim to accounting and they would have them call me in a few days. I still never have received a phone call from accounting.Desired Settlement: I would like the $520 we had mutually agreed on.

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 filed a complaint against my broken phone about 2 months ago. yet I still did not receive any cheque/replacement phone back.

My handset number is [redacted] Contact number - [redacted] Galaxy Note 2 WhiteDesired Settlement: 700

Business

Response:

[redacted] filed on 4/*/14 and GWG offered check for replacement phone value of $630.00 on same day. Customer called and asked if other options and they were told only option is check or to cancel the claim. We have never gotten confirmation from the customer to issue the check for this claim.

Review: I TRACKED THE FOLLOWING CLAIM:

Customer Name XXXXXX Claim Date Wireless Number Make Model Tracking number Date Shipped

02/**/2014 [redacted] Samsung i535 Galaxy S3 16gb

Your replacement phone has been ordered

Your phone was not received yet

Your replacement phone is being ordered on 02/**/2014

We will send you an email with the tracking information as soon as your phone is shipped.

Your deductible was received on 02/**/2014

GLOBAL WARRANTY GROUP WEBSITE STATES:

Wireless Protection Program™

The Wireless Protection Program™ is specifically designed to protect your phone and provide coverage for all things not covered under the manufacturer’s factory warranty. Coverage includes lost, stolen, broken, accidental damage, liquid damage and more.

•Fully Insurance Backed- by an AM Best Rated Insurer and compliant in all 50 States and Canada

•Industry leading claims and customer service satisfaction levels through its 24/7/365 in-house claims center.

•Covers All Makes, Models and Service Providers

•Replacement Phones Shipped within 24-48 hours

•Full IT Integration for activations and claims tracking

•Best In Industry Product Replacement- over 85% of claims replaced with new units

•Program Choices- 1, 2 year and monthly plan options

•Value Added Benefits as Association Members

I filed a claim with Global warranty group on 2/*/14 and paid the $90 fee due immediately. The website states that replacement phones are shipped with in 24-48 hours. Today is 2/**/14 and they still cannot track where my replacement phone is. I have talked to customer service multiple times and they cannot tell me what the issue is and that they cannot tell me who the vendor that is supplying the phone is. They stated that phones ship in 24-48 hours after the order is placed, even though that is not stated on the website. usually taking 4 business days. Well. today is 6 business days and counting and still my replacement phone has not even been shipped yet.

I am the [redacted] and take on call shifts for acute myocardial infarctions at a community hospital, needless to say, I cannot be with out a phone, as we have only 30 mins to repond to the hospital in emergent situations. I am very upset that I pre-paid for the phone insurance up front when I purchased my new phone through Verizon wireless, with the hopes that I would not have any issues or even have to use the phone insurance.Desired Settlement: I would like to have an upper management [redacted] look into why the process is taking so long. If this is not an isolated incident, the website is falsely stating that replacement phones are shipped in 24-48 hours. The verizon stores are pushing consumers to purchase this insurance because they get huge kick backs whenever they sell this insurance to consumers because we pay upfront cost instead of paying for insurance monthly. I also feel that either my payment for the replacement phone or the initial insurance premium should re refunded due to the fact that they not have not fulfilled the guarantee that they promised.

Business

Response:

we are upgrading her to S4 which she can pick up at the [redacted] We R Wireless located [redacted] store phone # is ###-###-####...I have called and left messages for the customer on both lines she provided as call backs

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]

My claim has not been resolved because I still do not have an answer as to why it took over 1 week for me to receive a phone when clearly that is not the policy they advertise.

I received the company reply from Revdex.com on 2/**/04 that an upgraded S4 phone was waiting for me at the we-r-wireless store. I was given a PO# on 2/**/14 by a [redacted] from Global warranty group and was told that I had to pick up the phone using the PO at the store. I went to the store on 2/**/14 and picked up a new S3 phone.

Clearly this company has issues tracking their own claims. If I was given a PO on 2/**/14 how are they telling me there is a new S4 waiting for me at the store? I called the store [redacted] and he looked in the computer and the PO # that is also in the computer was for an S3 which is what he gave to me on the [redacted].

Global warranty goup has not attempted to supply what I paid for initially when I signed a contract for this warranty. Furthermore, they are submitting false information to the Revdex.com stating that an upgraded phone is waiting for me. I most certainly did not ask for an upgraded phone, I asked for either a refund of the claim deposit or my initial payment when purchasing this insurance. They offered me neither!

I am certain, with so many claims filed against this business, that the Revdex.com will review and possiblelu consider removing the A+ rating of this business.

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

Sincerely,