Based on my experience purchasing the add-on phone insurance option for my device, I would strongly advise against purchasing the service and thereby forfeiting money each month. I was a long time customer of Virgin Mobile/Boost Mobile, and decided to purchase the regular $7 insurance add on in case something happened to my phone. After my faulty phone stopped working due to technical difficulties, I contacted Brightstar Device Insurance for a replacement. I was told that my phone was not eligible to be replaced, though I paid a monthly fee for years. This has been one of the singularly most frustrating customer service experiences I have had.
Hello, rl3! Really sorry to hear about this experience. Let's take a closer look. Why did they say your phone is not eligible to be replaced?
I have been a Virgin Mobile customer since 2012, and selected the option of purchasing Brightstar Device Protection. I have paid the monthly fee, in addition to extra tax assessed, on my phone in order to ensure that I had insurance in case of an accident or emergency.
On Saturday, January 25th, the speakers on my phone began to malfunction. I went online and attempted to utilize the insurance feature to switch to a new phone. The singular option for contacting Brightstar Device for immediate support was through a phone number. I was forced to pay out of pocket for a new phone. On January 30, once I received the phone and set it up, I contacted Brightstar Devices to file an insurance claim.
The representative told me my claim was denied since I had filed two prior claims (one in 2017 and one in 1/2019, both for malfunctioning phones, and claims that were accepted by the company). I have been paying a monthly fee for this service under the impression that I was paying for insurance, without being eligible to recoup the service.
I have been forced to pay literally hundreds of dollars ($102 for the phone, plus $7/month for years) for NOTHING.
I have made multiple attempts to reach customer service via phone and email prior to posting to this discussion board, to no avail. If this isn't a deceptive business practice, I'm not sure what is.
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