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  15. Please wait while we find an agent to assist you...Please be sure not to refresh your browser or hit the "back" button during our session.
  16. Thanks to customers like you, we have received an overwhelming response to our great offers. Unfortunately, customers contacting us are experiencing unusually long hold times. Please be patient and we will connect you to an agent as soon as possible.
  17. You have been connected to Subodh .
  18. Subodh : Hi Mark. Thank you for contacting our chat support group. I'd be glad to help you with your concern.
  19. Subodh : How are you doing today?
  20. Mark McBride: Fine
  21. Subodh : That's great.
  22. Mark McBride: So the galaxy nexus I ordered stopped functioning correctly, I took it to verizon since it was out of Wirefly's 30 day warranty and they offered me a replacement
  23. Mark McBride: I am wondering if I transfer my service over to the phone they sent me, if I will be charged for the "Instatn Savings discount"
  24. Subodh : Sure, I'd be glad to help you to exchange the phone model.
  25. Mark McBride: thanks
  26. Subodh : You are welcome.
  27. Subodh : For security reasons,could you please verify the last four digits of your Social Security Number?
  28. Mark McBride: ####
  29. Subodh : Thank you for the verification.
  30. Subodh : Please allow me 2 minutes while I review the order.
  31. Subodh : I appreciate your patience. Please allow me two more minutes as I’m still reviewing your order.
  32. Mark McBride: no problem.
  33. Subodh : Thank you.
  34. Subodh : Thank you for your patience.
  35. Subodh : I am sorry it took long time.
  36. Mark McBride: it's okay. I'm just watching TV
  37. Subodh : Could you please confirm would you like to exchange Galaxy Nexus by Samsung with phone number"206-948-9362 "?
  38. Mark McBride: yes
  39. Subodh : Thank you for the confirmation.
  40. Mark McBride: so I have both phones in front of me, are you going to need any information off of them?
  41. Subodh : Mark, Could you please confirm do you want to exchange with same handset?
  42. Mark McBride: I don't understand
  43. Subodh : I
  44. Mark McBride: verizon has sent me a new phone. I want to switch my number over to it. I can do it myself through verizon but I just want to make sure I don't have to pay Wirefly's "Instant  meant, do you want to exchange the phone? savings discount" fee
  45. Subodh : Mark, could you please confirm have you cancelled the services?
  46. Mark McBride: No.
  47. Mark McBride: I chatted with another wirefly representative the other day. He told me to contact you once I received the phone from verizon to get my number transferred over. That way wirefly could make sure I don't have to pay the fee.
  48. Subodh : Let me check it.
  49. Subodh : Thank you for your patience.
  50. Subodh : Are you using the same number?
  51. Mark McBride: yes
  52. Mark McBride: ### ### ####. Same type of phone. Switching from the one wirefly sent me TO the one verizon sent me as a replacement
  53. Subodh : Did Verizon activate your phone?
  54. Mark McBride: the new one? Not yet
  55. Mark McBride: I can do that by calling a number
  56. Mark McBride: I just want to verify that when I do, I won't have to pay Wirefly the "Instant Savings Discount"
  57. Subodh : As you have replaced the phone through Verizon and if you activate through Verizon m you would be liable for "Instant Savings Discount" which upto $400.
  58. Mark McBride: So Wirefly expects me to have a broken phone on my line for 150 days?
  59. Mark McBride: even though verizon is offering me a free replacement, that would work perfectly
  60. Subodh : I do understand you situation completely.
  61. Subodh : Please confirm did you receive the broken phone form our hand or it broken?
  62. Mark McBride: I don't understand the question. It stopped charging by itself.
  63. Mark McBride: It thinks its charging when not plugged into the charger
  64. Mark McBride: and the battery drains VERY quickly
  65. Mark McBride: sometimes an entire charge will only last 30 mins.
  66. Subodh : I do understand your concern.
  67. Subodh : I meant did you receive defective phone?
  68. Mark McBride: yes
  69. Subodh : Thank you.
  70. Mark McBride: it worked for a couple of weeks
  71. Subodh : If you wish we can exchange the phone and provide the new phone.
  72. Mark McBride: Okay... you can't just let me use the one that verizon replaced? Since it's sitting in front of me right now
  73. Subodh : Mark, to avoid the "Instant Savings Discount" you are require to place new phone only order.
  74. Mark McBride: Huh?
  75. Subodh : I do understand that you have got the replacement phone from verizon.
  76. Subodh : If you deactivate your service or activate the phone with verizon you will be liable for "Instant Savings Discount" which upto $400.
  77. Subodh : We have two option available with us.
  78. Mark McBride: I was told by another Wirefly representative that wirefly could switch the phone without me having to pay the Instant Savings Discount
  79. Subodh : The first option is you can exchange the phone with us I will put the request to extend the trial period.
  80. Subodh : Second option is you can place a new order for phone only and continue the services on this phone.
  81. Subodh : Let me explain you why switching the number will make you liable for Instant Savings Discount.
  82. Mark McBride: Thanks
  83. Subodh : As verizon has provided you the replacement phone so they will be activating it and once the phone is being activated by them the dealer code through which your number has been activated it will be changed to verizon code.
  84. Subodh : You are welcome.
  85. Mark McBride: So there is no way that wirefly can activate this phone?
  86. Mark McBride: use Wirefly's "Dealer code"
  87. Subodh : I am sorry as you have purchased this phone through verizon it can not be activated by us.
  88. Mark McBride: that's not what the last wirefly representative told me.
  89. Mark McBride: Ok.
  90. Mark McBride: is there an option that allows me to not go without a cell phone for several days?
  91. Subodh : The best option is that you can go with advance exchange and we will charge $400 as Return guarantee deposit and we will ship you the new phone once we extend the trail period.
  92. Mark McBride: This is exactly the opposite of what the last wirefly representative told me
  93. Mark McBride: he said to go ahead and get the replacement from verizon, and when it comes to contact wirefly to do the transfer
  94. Subodh : Verizon will not allow us to activate your phone.
  95. Mark McBride: "Mark McBride: so when I receive the replacement in a few days from verizon, I should contact Wirefly before I switch over service, so they can make sure I don't get charged for the early termination fee. Right?
  96. Adam : Yes, you are correct."
  97. Mark McBride: Adam : You can also contact us for the same.
  98. Mark McBride: Adam : We will help you with getting the services on the new device.
  99. Mark McBride: That is from the last chat I had a few days ago with a different wirefly representative
  100. Subodh : Let me check that.
  101. Mark McBride: thanks!
  102. Subodh : You are welcome.
  103. Subodh : Thank you for your patience.
  104. Subodh : I am sorry for the miscommunication.
  105. Subodh : Please confirm your option so that I can work on the order accordingly.
  106. Mark McBride: what are my options again?
  107. Subodh : The first option is you can exchange the phone with us I will put the request to extend the trial period.
  108. Subodh : Second option is you can place a new order for phone only and continue the services on this phone.
  109. Mark McBride: The second option requires a $400 refundable deposit right?
  110. Subodh : Yes, you are correct. However, It is refundable.
  111. Mark McBride: First option then I guess.
  112. Subodh : Thank you for the confirmation.
  113. Subodh : I am escalating your concern to our higher management to extend the trial period. Please allow us 24 hours to get an update on the order.
  114. Mark McBride: thanks..
  115. Subodh : You are welcome.
  116. Subodh : Is there anything else I can do for you today?
  117. Mark McBride: What do I have to do next?
  118. Subodh : Please contact back us again after 24 hours.
  119. Subodh : Is there anything else I can help you with?
  120. Mark McBride: When I contact you back in 24 hours, what do I say?
  121. Subodh : I have escalated your order to our higher management to extend the trial period to exchange the phone. It would take 24 hours to get an update on the order.
  122. Subodh : Please allow us 24 hours to get an update on the order.
  123. Mark McBride: Yes I know you said that already
  124. Mark McBride: So I chat again? And tell them I want a replacement?
  125. Subodh : Yes, you are correct.
  126. Mark McBride: The other wirefly representative seemed to think that the "dealer code" was attached to the sim card and not the phone, so I could just put the sim card into a new phone and I would be fine. Is that true?
  127. Subodh : Yes, you are correct.
  128. Subodh : Is there anything else I can do for you today?
  129. Mark McBride: I am correct?
  130. Mark McBride: So I can just take the sim card out of the old phone and put it in the new one that verizon gave me...
  131. Mark McBride: without getting charged $400
  132. Subodh : Sure, you can. However, I would request please allow us 24 hour to get an update on the order.
  133. Subodh : Is there anything else I can help you with?
  134. Mark McBride: I'm confused. We went through all that because you said I WOULD get charged $400 if I switched phones, now you're saying I won't?
  135. Subodh : Let me check it.
  136. Subodh : Thank you for your patience.
  137. Subodh : Mark, do not take the sim card out. Please allow us 24 hours.
  138. Subodh : Once we get the approval from the our higher management. Please contact us back again after 24 hours. we would explain you.
  139. Subodh : Is there anything else I can do for you today?
  140. Mark McBride: Yeah find adam and tell him to stop lying to customers.
  141. Mark McBride: thanks, thats it.
  142. Mark McBride: Have a good day.
  143. Your session has ended. You may now close this window.
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