Brightstar Device ProtectReviews 68

My phone screen broke and this company can't give me a good service! Paying for the insurance but if you want a claim they will just tell you to call another day or they have a system error or the cooperative management is not around. What the heck!

This insurance company is horrible. I sent in my device to be fixed. I called them 7 days later and they confirmed that it was not able to be fixed and they would be sending me a brand new device. What I received was a used phone in a small shoebox with a horribly taped address on the front with no letter or explanation. The phone that was in the box had scratches on the screen. I called them and they said that the phone was repaired and that it was my own phone. I told them no, it was scratched and they confirmed that the IMEI number of the phone I received was different than the one sent in. I had to call them 7 times, each tiem they said they were looking into it. Eventually, I got through to someone who told me that they repaired the motherboard so thats why the IMEI was different but it was my phone. I told them it was not, as it was scratched and I always have had a screen protector from when I purchased it brand new (6 months prior). They said they could do nothing about the scratches nor did they care that they lied, sent me someone else's phone, and sent me a phone with a scratched screen. Never opt for this insurance. Always get AppleCare! I also paid a $200 deductible to be in this situation.

I called for broken screen service request but they rejected by saying that you called after 60 days of damage, but nobody told me about that when I called them to activate the protection plan. They just told me about the monthly deduction and increase in price at the time of activation. I have 2 phones for which I bought the protection plan and I am with them for around 5 years. Even when ever I open brightstar site, it doesn't show any time limit there. But I got another important message on my service provider app that my protection plan is going to be increased from September onwards. I don't recommend to go with them. Very bad service.

Honestly, you are better of putting the money aside for any damages vs getting this insurance protection plan. They purposely make it diffcult to process for a reason. True money scam business with no care for customer service. Period. You can go ahead and experience it yourself,

I sent in my phone for repair on July 23rd 2021, they received the phone July 27th 2021. My phone was delivered and sat there until finally I was told that it was repaired on August 7th 2021. I had been calling prior on updates but was never able to. So, that following Tuesday, I called for the status of my phone and I was told that it has not shipped out and to call back in morning to get an update... and I am still waiting til this day. I have spoken with many corporate officials, supervisors and agents, they have all told me the same thing but worded it differently. No one escalated the issue, despite the EVERYDAY calls and notes. Upon all this drama, I found out that Brightstar uses a company called CPR to fix phones. So they have to now contact them for an update on on device. I was under the impression they had their own repair team. I am tired of making calls. I feel SOMEONE should reach out to me because I am tired of speaking with Mr. I'm Sorry or Mrs. I completely understand. They even have me speak with Supervisor there's nothing I can do. I lastly spoke with corporate and her name was Miss I really don't know what else to tell you. They haven't even offered to send me a replacement at this point despite the knowledge of that being a work phone. Then, I say well since they have it listed as repaired, how about I put in a claim for a missing device. I am still paying insurance and technically I haven't received it and technically you guys "repaired" it, so why not!... I promise you I will stick to AppleCare. This has been the worst first time experience. I would not recommend anyone to get services rendered here. They might be better in person, but through mail... I wouldn't risk the chance of this happening to you.

I would have rather lived with a cracked screen than give this company my money. They sent me the wrong model of the phone I purchased and claimed it was not guaranteed to receive the exact same phone. I emailed them twice with no response. I had to call them and they refused to correct the situation. Im paying for a service that tries to scam their customers using the "fine print". Do yourself a favour and find another protection company.

So i got a phone from them they sent me a new one with the wrong shipping label. I go to sent it back. I get a emil saying i have to pay $125.00 because they did not get my phone. I called they said some one will get back to me in 2 day no one did. I called they say the same thing. 2 mo. Later i get my phone back in the mail. With a late from the post off saying the shipping late info is not right. Ok so i call them back. I was told they i was wrong. And there nothing they can do because its been more then 45 days. Like i did something wrong. That was done on your end not mine. But i have to pay for it. Smh... I could have payed for a nice for for $250. Not a replacement all because of them.

Do not waste your money on this service and do not cause yourself untold misery by using this service. I thought my phone was stolen and I requested a replacement device. Brightstar sent a replacement device after me paying them $452.00. When I found my phone, I promptly advised Brightstar and received incompetent direction on how to return the replacement device. Brightstar promptly blocked by phone service. It will be 20 days between the replacement device arriving at their facility (verified by tracking) and me (hopefully) getting my phone unblocked. All in, I've been 25 days without service on my business phone. Apparently, I have paid $13.00 a month to Brightstar for many years and $400 per month to Rogers for 20+ years in order to be denied access to my business phone for 25 days. In addition, I have spend more than 4 hours of my valuable time calling Brightstar and Rogers. Absolutely unacceptable, totally frustrating and massively inconvenient.

If i can give no stars i would do so. It makes no sense to call time after time over an insurance claim.to be told no one can help and there is nothing they can do. But it is guaranteed to get them little 7 dollars a month to not be able to have a smoothed insurance coverage program. Then no one cares not even management about the waste and lack of time. I have summitted document after document and emails and still nothing. I guess we are waiting until the claim expires so i can here that i have exceeded my time that has expired for the claim. I'm over this.

I damage my phone literally yesterday and I immediately submitted a claim I did have to submit my ID for verification purposes which I found that to be very secure I also liked how easy it was to navigate through their online claim system I also damage my screen so bad that I was not able to access the site to see what the status was so I ended up calling and speaking with customer service and again very kind and efficient and courteous and they made sure to let me know that my device was on the way and that it was approved because it does have to go through an approval but after I was informed it was approved I got an email saying edit pretty much what the person told me and from there just waited until today and I received it around 1 o'clock today and it's a brand new iPhone like fresh out of the box it also came with a charger in a new pair of headphones so I really think they did a awesome job and taking Care of you. Idk about some of these other comments but in no way Did I have a negative experience I will give them a 1000 out of 10 for everything so thank you guys for working hard and being there you guys did awesome I also paid $175 for the deductible and the tax was about like $5.30 so it wasn't super bad I just wanted to say I paid like total maybe$ 180 something's

They do anything they can to don't give you phone back when get lost or stolen, they play with your patience, emotions and let you wait for long periods on the phone.
Very disrespectful company

I only have used their service 2 times. The first time I got a replacement device it wasn't working right after 2-3 months. Then, I tried getting a replacement for that phone and they send me a phone with a broken fingerprint sensor and the phone wasn't even compatible with my service. I found out by going to my local boost store and they said that the model I had wasn't compatible. SO I CALLED AGAIN! I told them that I was told the phone I had wasn't compatible and they said ok we will exchange it for a new one. I said will it be a different phone, they said no it will be the same but it will be compatible. I said can I get a different phone. And they said no we will send you thing one. So I said ok. I am ok with it if it works. So a couple days goes by and I get the new one. They phone wasn't compatible again! Only this time the sensor in the back words but whats the point if I can't connect to my service. They are one of the worst companies that I have ever dealt with. They really pissed me off and I am done with paying their monthly fees and will be switching carriers. Plus the phones they send you are refurbished. That is asking for a problem to occur. I can call them back to see if they could replace it for me but I would rather pay for a brand new phone with T-mobile any day. Go to hell bright star. More like death star!

Had a problem with my Boost Mobile phone... hey! Luckily I had their Brightstar phone insurance. Or so I thought. Come to find out that there was for some reason a $21.20 'deductible' that I had to pay. Ok. Whatever. My phone corrected itself and I called and was told by the representative that "when the replacement device comes via UPS, have it sent back (in other words, don't accept it) and call us back and when we have a verified tracking number, we will refund your deductible (a deductible? For a 100 dollar LG phone?) to your account". So I did. And I called 2 days later and was told the funds would be in my account by Tuesday - this was a Friday. Nevermind they needed my deductible 'right away'. So Tuesday comes and goes and no pending transactions, no $21.20. In my account. I call again, only to be told to that they are sendinge a gift card instead and then the person would not escalate my call given my concerns!

A foul company. If you have insurance on your Boost Mobile phone, cancel it. It's essentially picking your pocket for 7 bucks a month.

I have had the premium device Protection Plan with Rogers for 2 years, this is administered through Brightstar. I just paid for my own screen replacement, as the only repair offered to me in the end was mail in replacement despite the Rogers website clearly stating among the reasons for Premium Device protection is same day repair / replacement. Ontario is in lockdown due to Covid. Brightstar gave me the option of same day repair at a "Mobile Snap" in Nepean 1.5 hours from my home town of Kingston. I was told that they had my screen, to make an appointment and it could be completed the same day. I called this store, mindful that I would be breaking provincial rules, and was told not only that they did not have my screen but they could not repair it at this location, that i would would have to leave it with them and that they would call me back which they never did. I spoke with Brighstar over the next 3 business days multiple times, including their "Concierge / Ambassador" who related that while they also dealt with ubreakIfix, two of which were in Kingston, they did not for "my device". I spoke with Rogers "to the President" who stated that Brightstar said they never offered same day / walk in repair to me but only mail in ie. The conversation surrounding walk-in service at the Mobil Snap did not occur. When I expressed my disappointment in Rogers i was offered one month service, that did lessen my financial outlay but not cover it. In the end, I went to the ubreakifix in Kingston, had my screen replaced in less than 2 hours, at my expense ($200) even though I had paid for Premium Protection for more than 2 years. I did this as mailing my device away while I needed use of Google Authenticator to work from home was not an option. Unfortunately, despite my many conversations with Brighstar, I was never given a Claim reference. In the end, Rogers Protection Plan is not only expensive ($15 / month) but the advertising is very misleading wrt what is provided. I would give zero stars if I could

Wasn't aware that I would have to go thru so much hassle for something I was paying to be covered at all times without any hassle! Claim was tossed around here and there from reps to supervisors to god knows who. Even though everything was provided in timely manner and kept checking if I needed to provide anything else and still kept having hard time. And of course when I get the device it was unlocked where as my original device was unlocked! Upon asking they simply said I am not eligible until a year to have it unlocked! What kind of stupidly and trash service is this!

I have had this protection company for years and never used it before. I bought a brand new i-phone in June and the back glass broke in August. They charged me $175.00 + tax to send me a replacement which I understood was a new phone. WRONG... they sent a refurbished phone that was garbage. It needs to be charged at least once a day and people can't hear me unless I'm on speaker.
I called to report the problems and all they would offer was for me to send the phone back and they would repair it! What the heck? It's my only phone. I held for a supervisor for several minutes only to be cut off (of course).
I'd have been much better off to have my phone repaired at the Apple Store instead of this SCAM!