Stay Connected

Revdex.com:At this time, I have not been contacted by Stay Connected regarding complaint ID ***.I have also provided an attachment of the updated complaint, reflecting a call I made to ***'s customer service
department.Sincerely,*** M***

Revdex.com:
At this time, I have not been contacted by Stay Connected regarding complaint ID ***
Sincerely,
*** ***

First it is important to note that we tried accommodating this customer numerous times regarding his deviceWhen this customer came into the store for a new device he was only eligible for
an early edge programWhen the *** *** and sales associate explained the program in detail to *** he agreed to all the termsAbout a month later he broke his phone so he filed an insurance claimAfter he received his new device he used it for over a month and then came back into the store to try to return/exchange this device because he felt like it was too bigOur sales man explained to him he cannot change his device due to the edge programThis means he can’t switch his phone unless he had this phone for monthsNote that since we are an authorized dealer we can’t give him a new device until months is over because then we will lose money on this phoneI hope our response was helpful feel free to reach out to me for any questions

Review: The sales associate bullied me into a contract that I did not want. He lied about the features of the plan. He advised that at any time I could come in and exchange phones for no cost. After I tried to do this I was told that it was not possible without a substantial payment. We had a very long conversation before I agreed and this associate lied the entire time about this particular feature of the plan.Desired Settlement: I want to return the phone that I have and get the one I want for no cost.

Business

Response:

First it is important to note that we tried accommodating this customer numerous times regarding his device. When this customer came into the store for a new device he was only eligible for an early edge program. When the [redacted] and sales associate explained the program in detail to [redacted] he agreed to all the terms. About a month later he broke his phone so he filed an insurance claim. After he received his new device he used it for over a month and then came back into the store to try to return/exchange this device because he felt like it was too big. Our sales man explained to him he cannot change his device due to the edge program. This means he can’t switch his phone unless he had this phone for 18 months. Note that since we are an authorized dealer we can’t give him a new device until 18 months is over because then we will lose money on this phone. I hope our response was helpful feel free to reach out to me for any questions.

Review: On September *, 2015, I went to [redacted] Wireless Stay Connected store with my iPhone 5s to discuss issues I’ve had with the phone. The device’s battery had been draining extremely quickly over the past 7 or 8 months and the screen had recently cracked. David M[redacted] the sales rep at the store, discussed my options with me. Even though I was still two months shy of my contract upgrade date, Mr. M[redacted] told me that he could give me a $300 credit for my current phone’s trade in value and I’d pay the difference at the store that day. I agreed. After telling me that the transfer of my 5s contacts/photos/etc to my recently purchased iPhone 6 would take an hour and a half, I decided to run errands during that time. He then, without my consent, repaired the screen, charging me $50 for service, instead making it seem like he was doing me a favor. When I returned and paid, there was no mention of my being on the [redacted] Edge monthly payment program. I’d bought the phone outright at the store that day so there was no reason why I would be participating in this payment program.

On November [redacted], upon review of my most recent monthly statement from [redacted] Wireless, I realized that I am in fact enrolled in the program, paying off the $850 balance over a 24-month period. I immediately called [redacted] (not the Stay Connected store), in hopes of clarifying why I was essentially paying double for the phone. The representative I spoke with informed me that they have no record of the payments I made at the Stay Connected store--only that I am enrolled in the [redacted] Edge payment program. He then said that there wasn’t much he can do on his end and told me that I should go to the store and speak with the sales agent that assisted me in September to get a breakdown of my payment.

When I went to the store on November [redacted] after discovering the discrepancy I spoke again with Mr. M[redacted] about my bill, he informed me that the screen repair was actually $200, despite its being listed as a $50 charge on my bill. (which has been attached) . He also told me that [redacted] shouldn’t have charged for the first two months of device payments, which wasn’t the case. It seems that Mr. M[redacted] and the [redacted] Street [redacted] Wireless Stay Connected store are offering phone plans and agreements with [redacted] Wireless customers that [redacted] has no knowledge of on their computer systems. The issue at hand is essentially this: had I known that I would be charged $200 for my phone screen to be repaired, I would’ve either waited the two months for my contract to end, allowing me to upgrade at a discount or for free, or would have taken it to a repair place to be fixed for $50 and then put the $300 trade-in value toward my new phone. As it stands now, I am paying $1,296.51 for a phone that should’ve been $550 (after the $300 trade-in). Mr. M[redacted] could not and did not properly explain why I was charged $446.51 at the store in addition to the $850 financed amount I have with [redacted]. I would like to be refunded $396.51 ($446.51 less the $50 stated repair fee) from the store and have my [redacted] Edge payment credited for the $300 trade-in value. If the payment can't be credited toward my [redacted] Edge account, I'd like a full refund for the repaired phone ($250) plus the amount I paid for the outright purchase of the phone at the Stay Connected Store ($446.51). That total equals $696.51.

I believe Mr. M[redacted] was deceptive and misleading to me and I hope that I will be made whole. Thank you for your immediate attention to this matter.Desired Settlement: I would like to be refunded $396.51 ($446.51 less the $50 stated repair fee) from the store and have my [redacted] Edge payment credited for the $300 trade-in value.

If the payment can't be credited toward my [redacted] Edge account, I'd like a full refund for the repaired phone ($250) plus the amount I paid for the outright purchase of the phone at the Stay Connected Store ($446.51). That total equals $696.51.

Thank you,

Consumer

Response:

At this time, I have not been contacted by Stay Connected regarding complaint ID [redacted].I have also provided an attachment of the updated complaint, reflecting a call I made to [redacted]'s customer service department.Sincerely,[redacted]

Review: The people at this establishment are scam artists (especially the [redacted]named [redacted])! My iphone died and I brought in to see if I could upgrade. I am three weeks shy of my upgrade date so they suggested I fix the phone. They were initially unsure how much it would cost to fix and said the technician had to look at it. They took my phone without giving me a receipt or any proof that they had my phone despite me asking for one. They said my phone was worthless so no need for me to worry about it being stolen by them. I was unsure what to do so I left it with them. I asked if they could let me know what was wrong with phone before I authorized to fix it and what the warranty was. They proceeded to fix the phone without my permission. I called and had a shouting match with Jerry (the most condescending and abrasive person ever). He said because I had left the phone with them for two days, that was enough consent for them to fix the phone. I found out AFTER my phone was fixed that it was the battery (cost $35 elsewhere to fix). He then held my phone hostage and refused to give it back unless I paid for the full service. I offered to pay $50 which I thought was what the service should cost, but he refused. I had no choice but to pay and left the store in tears knowing I couldn't afford the $108 (including tax). They are liars and scam artists looking to cheat the innocent consumer.Desired Settlement: I would like the company to fully or partially refund the amount. I never agreed to the service and they cannot threaten the customer to pay by holding the customer's phone hostage. It is unenthical and against every business practice.

Consumer

Response:

At this time, I have not been contacted by Stay Connected regarding complaint ID [redacted].

Sincerely,

Review: I cancelled my purchase of insurance on my phone. I was charged a restocking fee for the cancellation of insurance. How does insurance get restocked? On the receipt, it says that "all cancelled activation, exchanges/returns are subject to a restocking fee." It says nothing about insurance. I contacted Verizon, and they said they can't help because the insurance offered by this location is not the insurance they provide.Desired Settlement: I was supposed to get $175 back, I only got $136.09 back.

Consumer

Response:

At this time, I have not been contacted by Stay Connected regarding complaint ID [redacted].

Sincerely,

Review: My daughter bought a new cellphone at the Stay Connected store located at [redacted] (phone). When I put this address in your system it automatically brought up another location, but after researching online it appears there are many "Stay Connected" stores. The purchase was made on January *, 2014. They convinced her to buy the outside insurance to cover the 2 year term of the phone paying upfront $169.00. On April **,2014 she was in Miami for work and had her phone stolen. I called Verizon to report it stolen and went on to call the insurance company,Global Warranty ###-###-####, to start a claim. The insurance company told me the policy was cancelled on February **,2014. It was never cancelled and if it was we never received a refund since we paid 2 years in advance. They sent the case to their "escalation department". Three days later when they finally called me back they said in fact the policy wasn't canceled but it appeared in their system as if it were. It seemed as if it were canceled at the "point of sale" inferring the Stay Connected store. [redacted] told me he was going to check on it and call me back. It is now 3 days later and I still haven't heard from back from him. I called him back only to be sent to the claims department and told that they would make a memo and someone would get back to me within 2 business days. I told them I was calling about an open claim and the 7 times I called they said that's all they could do, I asked to be transferred to a different department and they told me 7 different phone calls that there is no other department they could transfer me to.

In the meantime, I called the Stay Connected store to tell them what the insurance company said. [redacted] from there told me that actually the insurance company recently split up and my policy had been turned over to "National Warranty". I called them ###-###-####, and they told me that someone would have to call me back. [redacted] called me back from there and told me she would email me a claims form. When I asked her for her direct number to call her back she gave me the phone number to the Stay Connected store. When I pointed this out to her she said "oh….wait…here is the number ###-###-####". Seeming very shady I decided to call that number and it's always busy, as if it's not working properly. I did get an email with a claims form that looks like a 5 year old created it, with no business name, no address, no phone number but a definite place for my credit card information. At this point I don't trust any of these people or any of their stories and would just like to have my money back from the 2 year insurance ($169.00). Everyone of these people have not acted professionally or with curtesy. And the customer service is a disgrace. It is now one week since my daughter's phone was stolen and I have nothing but a headache from dealing with these fools. I would appreciate any help you could offer. I have also filed a complaint with the New York Insurance Commissioner.Desired Settlement: $169.00 that we paid for this seemingly bogus insurance policy. Also for all "authorized dealerships" to have more regulations.

Consumer

Response:

At this time, I have not been contacted by Stay Connected regarding complaint ID [redacted].

Sincerely,

Review: On May **, 2015 my sons went to the [redacted] retail store in Kings Plaza Brooklyn operated by [redacted] to upgrade my phone to a smart phone as a Mother's day gift. They paid $217.74 for what they thought was the upgraded cost for the Samsung Galaxy s6 with a two year subscription agreement. After checking my Verizon bill the cost of the phone was financed over 24 months for $650. I went to the store today to see what did they pay $217.74 for. I was printed out invoice #[redacted] which states they were charged $147.00 for Product SKU CACAAM000111 Phone Bundle Package and $70.74 sales tax for total $217.74. The store employee told me the "Phone Bundle Package" includes a designer case and screen protector. Well the designer case is Wireless LPFSAMS6EG-DIAR-HPNA Samsung Galaxy S6 Edge Diary Wallet Hot Pink retail price 21.99 and a screen protector is $12.

This is a ripoff at the highest levelDesired Settlement: I want to know exactly what they paid $217.74. And if it is valued at $34 I want a refund of the difference.

Consumer

Response:

At this time, I have not been contacted by Stay Connected regarding complaint ID [redacted].Sincerely,[redacted]

Review: Several months back I purchased a new iphone from [redacted]. Last week, I had to have the screen replaced. When I picked up the phone, the thumb reader was not working. Come to find out, the retailor had replaced my screen with a non-apple product, thus causing my iphone to no longer recognize my thumb print, rendering the phone useless. I have lost all information in the phone since I cannot access it. The installation of a non-apple product has voided my warranty on the phone with [redacted]. I had to pay for a new phone out of pocket. [redacted] refused to do anything about my phone when I spoke to them about what they had done. They refused to even refund the money I spent with them.Desired Settlement: Desired resolution would be for [redacted] to refund the money I spent with them on the repair as well as compensate me for the money I had to pay for a new phone.