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Z Wireless Reviews (14)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The company is still not addressing the issue that their employee did not disclose the truth about the protection plan that they were sellingI would never have agreed to purchasing a plan that required me to pay an additional fee of $on top of the $fee they charged up frontIt isn't a good dealIn addition to that fact, the employee also stated that if I didn't need to use the protection plan, the $that I paid up front would be applied to the next phone purchase I made, never having mentioned the fact that I learned the rate would be prorated according to the condition of the phoneTwo facts that were not revealed up front when the protection plan was purchasedThat is the issueAnd, I do not appreciate the fact that this manager states that they never would have given this information, or in this case, not given the complete informationHe was not there to know what his employee did or did not sayI was there and my husband was also there and heard the words the employee said By the manager stating that, he is calling me a liar, and that is not true As stated in my original complaint, the employee misrepresented the protection plan by not disclosing the truth about how it workedSo I do not understand how the manager at Z Wireless is stating the issue is with the protection plan companyIt is his employees misrepresentation of the plan that has caused this issue Regards, [redacted]

Fail to provide and disclose return policyI purchased a r/c for my sonThis was his first car and I asked the store representative for advise and feed back regarding the r/c I was purchasing
I was told the r/c needs to be charged up to hrs when in reality in about less than weeks later another store representative is now telling me it must be charged hrs and you will only be able to use it for less than minutes at a timeI lied to and misleadTheir only excuse is that the 1st representative was new and should of
Advised me of the return policy

We purchased a total of large helicopters, for Christmas giftsThey were recommended by the store employee as the best helicopter for the $price rangeThese helicopters do not fly straightWhen it was returned, we were told that it doesn't fly straight if there is windThey work better as long as you are flying them indoorsWho would expect to have to fly a plane of that size~ indoors? They do not give refundsThey will exchange for in store credit ONLY~ if the box has not been openedSo basically we just threw away $in the trash, right along with their recommended helicopters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The company is still not addressing the issue that their employee did not disclose the truth about the protection plan that they were selling. I would never have agreed to purchasing a plan that required me to pay an additional fee of $125 on top of the $139.99 fee they charged up front. It isn't a good deal. In addition to that fact, the employee also stated that if I didn't need to use the protection plan, the $139.99 that I paid up front would be applied to the next phone purchase I made, never having mentioned the fact that I learned the rate would be prorated according to the condition of the phone. Two facts that were not revealed up front when the protection plan was purchased. That is the issue. And, I do not appreciate the fact that this manager states that they never would have given this information, or in this case, not given the complete information. He was not there to know what his employee did or did not say. I was there and my husband was also there and heard the words the employee said.  By the manager stating that, he is calling me a liar, and that is not true.
As stated in my original complaint, the employee misrepresented the protection plan by not disclosing the truth about how it worked. So I do not understand how the manager at Z Wireless is stating the issue is with the protection plan company. It is his employees misrepresentation of the plan that has caused this issue.
Regards,
[redacted]

Thank you for allowing us to share our side of the story.  I’ve tried working with this customer over the phone, but she wasn’t satisfied with the help we...

were willing to offer to get her damaged phone replaced. Our protection plans are there in case a customer damages their wireless device.  They cover lost, broken, stolen, and liquid damage. There is a premium up front for the plan, in this case $139.99.  As most insurance or protections plans, there is also a deductible or administration fee for using the plan as described above.  In this case that cost is $125.  A new phone of similar make and model would cost upwards of $500-$600 without signing a new contract.  So having coverage that we offer, even with the deductible, is a fraction of the cost you would have to pay otherwise.  Our plan does cover this customer’s damaged device and she would have to pay the required administration fee of $125 to get a warrantied replacement device.  We would never sell a customer a protection plan on the basis that they would get a free replacement if there phone was damaged or malfunctioning after the 1 year manufacturer’s warranty.  I believe the confusion was that Verizon does offer a 1 year manufacturer’s warranty on devices as long as they are not damaged. (Which we would also stand by.) That would still not be the case here.  She is allowed to cancel her plan with Protect Cell that she has left remaining, which would give her a credit of roughly $30. We are willing to help the customer get her replacement device after paying the small administration fee of $125 or we can help her cancel her plan with Protect Cell.  Either way, the issue here lies with Protect Cell and not Z Wireless as we would never give a customer this information. 
Let me know if I can provide any further details.
Sincerely,
 
    [redacted]   Z Wireless | Verizon Wireless Premium Retailer   District Manager – Green Bay (Central Region)
   C: (920) 850-3288

Review: I bought an Apple iPhone 5S in January 2014 along with a two-year contract. The sales representative offered me a $200 insurance policy titled the "Z Two-Year Premium Plan." It stated that if anything were to happen to my phone, whether it be lost, stolen, or broken, that I would be given a replacement at no charge. I decided it would be best to purchase the plan, just in case. A few days ago, I set my phone down on a sloped surface and it fell onto the ground, cracking the screen. I went to the store from which the phone was purchased the next day to ask for a replacement. The representative told me that I would have to call the insurance company myself to file a claim, but that the original company I was insured by, [redacted], had been bought by another company, [redacted]. I was never notified of this. I called the phone number I was given, and the company did not even have my phone in their files. I went back to the store, where the representative called the company for me, sending them proof that I purchased the policy. Today I received a call from the insurance company saying that they had received my proof of purchase. They said I could purchase a replacement phone for $179, but that they would also be taking $499 out of my account until I sent the broken phone back to them. I told them that the policy I signed up for said I was supposed to get a replacement phone for free. They told me to send them a copy of the original agreement, so I called the store that sold me the policy and asked them to send it to the insurance company. The representative that answered the phone said that they did not have a copy of it and could not help me.Desired Settlement: I would like Z Wireless to either replace my phone or give me a refund for the insurance.

Review: Complaint originated with employee [redacted]-hes since been fired for other fraudulent activity. On 7/25/14, I visited ZWireless to upgrade son to a smart phone. [redacted] said corporate Verizon was encouraging people to convert from basics by waiving the upgrade fee. I questioned why fee was on receipt & he said I would see a credit in 1-2 months (this was not true but corp. Verizon did help due to all the other issues). On 7/31/14, I again visited the store to see if they would match a competitor's price on Samsung Galaxy S5 for me. He wasn't sure & called his manager (don't know his name). I was told they couldn't price match but that I would get it for free. I thought that was great and that this [redacted] had been so pleasant to deal with prior (turns out I was manipulated). The receipt showed the price of the phone and then that price was removed ($0.00/phone), the contract papers I signed were related to cancellations. Turns out he withheld the papers that showed a payment schedule for an EDGE plan (EDGE was never discussed)! Had I known, I wouldn't have signed -I wanted a 2 yr contract. He promised discounts on equipment which did not show up on the receipts but he said that was because the way he entered it, it had already been discounted (checked competitor prices - there had been no discount!). On my 1st bill, I saw a charge that resembled my phones upgrade fee. When 2nd bill came, I realized that this fee was actually a recurring fee for 20 months ($650)! In calling him he said his mgr had been fired, so I dealt with corporate Verizon. They helped to the extent that they could & said I had to deal with Zwireless. I have been calling, emailing &/or visiting Zwireless for the past 6.5 months only to be put off & told that my information has been forwarded to the "higher ups. Current sales people throw up their hands and tell me they've done their job & Ill get a call; the call never comes. I make special trips to corp. store each month to pay under duress, as noted in corp. notes.Desired Settlement: I would like a free phone as promised. This would require that they refund all money that I have been forced to pay to the EDGE program (which I did not sign up for) and any other fees associated with that. I was promised a free Samsung Galaxy S5 (I would not have upgraded otherwise). Therefore, I want a free phone, a release from EDGE to original 2 yr contract, and a formal apology from Z Wireless.

Review: I purchased Iphone 5C from store 13 months ago. It stopped working. Took to apple store it's out of 1 year warranty. Took to third party for repair they reported it is a refurbished phone. Called verizon they said since the store is a preferred provider and is separate from Verizon that they can not help and I have to go to store. Went to store they called Verizon for help and there was no resolution to the problem. I bought a new phone Paid the price of a new fun but received a refurbished phone in packaging to look new.Desired Settlement: I want a NEW iphone 5c.

Review: I went to Verizon on 3807 South Hamilton Rd, Groveport, OH 43125 on Friday 09/19/14 and arrived at about 5:05-5:10pm. I called in prior to this between 7-8 times, through out the day to make sure they still had 2 new IPhones available to sell out-right. I waited to be helped for 1 hour (which I expected with the new IPhone 6 model coming out). When [redacted] (the store manager) finally tried to assist me, she said 1) they only had the iPhone 6 64GB's, and had never received a shipment of IPhone 6+'s. 2) That I could not out right buy them, I would have to sign up for an Edge contract. 3) The Edge contract would temporarily give me a new # until I paid off the plan. I asked her, repeatedly if I could out right buy them, she still insisted that I could not. Then I asked her if I could still use my original number, she said no. I asked her if it was going to show up on my account with 2 new lines, she said no. She was also very insistent that I wait a while to pay off this Edge plan, I kept telling her I didn't even want to do that to begin with, but since she said that was the only way for me to get the new IPhones, I did. Then after over an hour and a half later I was leaving the store to go home. Two days later I stopped by the Verizon in Grove City, and asked [redacted] if I could go ahead and pay off the two IPhone 6's Edge plan that I got. He informed me I was charged for 2 IPhone 6 and 2 IPhone 6+'s! I tried to tell him he must have been looking at the wrong account since I only had two IPhone 6's, not the Plus models. He advised me to call the customer service # and try to get them paid off. So I called that number and tried to explain all of this. This gentleman went on to tell me that I was definitely charged for two Iphone6's and two Iphone6+'s!! He also told me that 3 different people had accessed my account that day, and I told him I had only dealt with [redacted] on that Friday, then he told me to call the Fraud Dept., however they are not open on Sundays. So I called them on Monday, the woman I talked to was rude, would put me on mute for minutes at a time, not saying anything even after I kept asking if she could still here me, 25 minutes later and still no resolution, she said she could not help me. Then she told me to call back to the store I had went to originally. I even explained how I was not comfortable dealing with her even after she had made all of these mistakes, and how she had lied about not having any IPhone 6+'s, that I was mysteriously charged for. So then I call back to the original store to ask for her managers information, and they would not, would not give me the info. I still have yet to figure out anything, also I was charged $800 for each IPhone, even though they are $749.99 retail in the store!!(http://www.verizonwireless.com/b2c/device/smartphone/iphone-6) This is poor customer service, and I have now wasted almost a combined total of 2 hours on the phone trying to get this resolved.Desired Settlement: I would like an immediate response, this is poor customer service. I would like my money back for the 2 Edge contracts and the $51/ea difference on what is truly charged for the iPhone 6's, or to cancel my contract! Please only contact me Monday - Friday after 5:30pm, and anytime Saturday or Sunday.

Review: I upgraded my daughters phone at this location on April 21, 2014. While checking out, the sales representative ([redacted]) asked if I would like Insurance, my reply was yes, being it's my daughters phone and accidents happen like in the past. He pushed for the [redacted] Insurance and how much better it is then the [redacted] I've used in past contracts. I payed $199.99 for that Insurance. Well, this past weekend I had to use that Insurance program, only to find out the contract is only good at Z Wireless [redacted] store. So we went there and spoke to the store manager ([redacted]) who informs me that their store doesn't honor my contract, I have to call the [redacted]. ???? (who went out of business August 2014), I told her I am unaware of what she is telling me. So I asked where on my paperwork does it state that ? It didn't, and [redacted] never informed me of the contract policies. After being insulted and not finding a resolution, I called the Insurance company (now [redacted]). They are telling me I need to spend another $179.00 for the deductible. So I asked what did the $199.99 cover ? NOTHING, but a policy. If I send them the deductible, they will send a refurbished phone, Refurbished ? No, I bought a new iPhone 5C w/32GB. There reply, no you will get a refurbished one only. Went back to Z Wireless and spoke with [redacted] again to try to resolve this dispute. She willing told me that there has been a problem informing customers about Insurance, but she is not responsible for other sales associates who no longer work there. She would not honor me as a long term customer of [redacted] or really cared about the lack of communication her Sales team showed and practiced. So in all, I was sold a contract that I was un-informed about, verbally and in writing, spent $199.99 on a contract that doesn't exists, was not giving any paperwork that states these claims, tried to resolve this with [redacted] who doesn't care with no results. I know I am not the only customer who fell for this scamDesired Settlement: I want my $199.99 back !!

Note that this company is not the same as an "official" Verizon Store.After going to this store to replace a stolen phone, we were careful to check both our Verizon bill as well as credit card bill.We caught unauthorized charges of $40/month on the Verizon bill and $150.00 on our credit card bill. I feel that consumers need to be aware that they may not receive the same level of service as they would at an official Verizon Store. When I went to this store, they offered 2 Mobile Hotspots for free (after a mail in rebate). We checked our bill over the next few weeks and noted a charge of $20 per month for each Mobile Hotspot (MH).We spoke with official Verizon Customer Service (CS).We got approval to return the MH, which we did. The charges remained. Finally, after several phone calls to Verizon CS, the charges were removed. We thought the issues had been resolved. Then, on March 14, almost 3 months after the return of the Mobile Hotspots, we noticed an unauthorized charge for $150.00 on our credit card bill from Z Wireless.We spoke with the Z Wireless manager. Then,we received a letter from the company falsely stating that we had NOT returned the MH (even though we had a receipt for their return).When the charges remained, we initiated a dispute with the credit card company.The charges were not removed until March 24.

Review: This company has given false/misleading information regarding our cellular plan. We have been over charged and they claim they will fix it, but they never have, bill is still the same. We paid the bill , because if we don't it will be considered late, which was much higher then we were told. The girl that sold us the phones and gave us all the information has lied to us several times regarding the plan, our bill and much more. We filed a complaint to the company they called once, and claimed they were going to get back to us again in 5 business days, but we have not received anything or any phone calls from them.Desired Settlement: We would like a refund of the amount we overpaid, and some sort of acknowledgement that they did not do there job to any kind of respectable manor.

Review: On 12/30/13 I added my husband to my wireless plan. On 01/28/14 I received my first bill and discovered some problems, first of which was that the charges were nearly three times what we had discussed with the sales agent. Second was that my husbands plan was not correct. On 01/30/14 I went to another Verizon location to discuss these problems. This is when I learned the location we had visited previously was not a Verizon corp. store but a retailer. The signage on the building read Verizon Wireless with the trademark check and the signage inside the store implied the store is a Verizon store, the bag we left with was a Verizon bag and the contract we signed does not state the name of the store. It was never disclosed to us that this store was not a corporate store and we had every reason to believe that it was. I did not discover the name of the store is Tower Wireless until I tried to find contact information for that location. The agent at the second store also told me that everything is wrong with how the plan was set up. We were told that there was no such thing as a shared plan for what we wanted and that we would have to have two separate plans but that they could be billed together, this is untrue. Next, my husbands phone was placed on a pay-as-you-go texting plan that excluded MMS, this is not what we asked for, the plans were to be the same. We discovered that there was a discount available through my husbands employer and we were told the discount was applied. Not only was the discount never applied I was told by the second agent it couldnt be applied because the account is in my name. Finally I was told that we had incurred service/transfer charges because a non-corporate retailer did the setup. Had it been disclosed to us that it was not a corporate store (as I was told by agent two is policy) we would have driven the mile down the road to the next location. We were lied to and I feel like I have been swindled. We will now have to incur additional charges to correct the problDesired Settlement: I would like to be refunded all fees, including taxes, associated with the setup of this plan to offset the cost of correcting these mistakes.

Review: On May 17 2013, I went to the Verizon store at the Bay Park Square Mall in Green Bay, WI. I spoke with "[redacted]" and "[redacted]" as I signed up for a new contract that included an iPhone 4. I purchased a protection plan for my cell phone that was misrepresented. I was told that for $139.99, I would be able to get my phone replaced if anything happened to it. I was also told that if nothing happened to my phone until the end of the contract, I would get the $139.99 back towards the purchase of my next phone. I bought the contract because, as described, I had nothing to lose.On November 7, 2014, I brought my phone to another Z Wireless store to get my now damaged phone replaced, since the store at the mall was under new ownership. At this time I was told that I would have to pay a $125.00 deductible for the replacement of my phone. This was a direct contradiction of the information I was given when I purchased the contract. I asked instead if I kept the phone as-is if I could get my $139.99 back. In a later phone call and then a later email from the District Manager [redacted], I learned that I would only get $30.00 back for my phone. [redacted] explained that the protection plan was an insurance policy underwritten by Protect Cell and that the $125.00 deductible and the low residual value were part of Protect Cell's policy. If this was explained to me up front before my purchase of the protection plan, I would not have purchased the plan.The plan was sold based on deception, due to the details that were withheld.Desired Settlement: I want my phone replaced at no charge, just as it was described to me when I purchased the protection plan. I do not want to pay a ridiculously high deductible. I do not want to extend or renew my contract for cellular service. I do not want to accept $30.00 for my phone. Alternatively, I will accept a refund of the $139.99 protection plan that I purchased due to Z Wireless's deceptive sales tactics. I will not do any further business with Z Wireless.

Business

Response:

Thank you for allowing us to share our side of the story. I’ve tried working with this customer over the phone, but she wasn’t satisfied with the help we were willing to offer to get her damaged phone replaced. Our protection plans are there in case a customer damages their wireless device. They cover lost, broken, stolen, and liquid damage. There is a premium up front for the plan, in this case $139.99. As most insurance or protections plans, there is also a deductible or administration fee for using the plan as described above. In this case that cost is $125. A new phone of similar make and model would cost upwards of $500-$600 without signing a new contract. So having coverage that we offer, even with the deductible, is a fraction of the cost you would have to pay otherwise. Our plan does cover this customer’s damaged device and she would have to pay the required administration fee of $125 to get a warrantied replacement device. We would never sell a customer a protection plan on the basis that they would get a free replacement if there phone was damaged or malfunctioning after the 1 year manufacturer’s warranty. I believe the confusion was that Verizon does offer a 1 year manufacturer’s warranty on devices as long as they are not damaged. (Which we would also stand by.) That would still not be the case here. She is allowed to cancel her plan with Protect Cell that she has left remaining, which would give her a credit of roughly $30. We are willing to help the customer get her replacement device after paying the small administration fee of $125 or we can help her cancel her plan with Protect Cell. Either way, the issue here lies with Protect Cell and not Z Wireless as we would never give a customer this information. Let me know if I can provide any further details.Sincerely, [redacted] Z Wireless | Verizon Wireless Premium Retailer District Manager – Green Bay (Central Region) C: (920) 850-3288

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Description: CELLULAR TELEPHONE EQUIPMENT & SUPPLIES

Address: 775 Prairie Center Dr STE 420, Eden Prairie, Minnesota, United States, 55344-7322

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