Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Galaxy S22 Ultra in March 2022 with ************** On 4/18 Servify opened a ************ me an email for a walk-in claim id ************ to have the front camera fixed. I went to the repair center as per the Servify ************ The repair center had not received the claim & cannot do anything without it. I called ***************************** said the center should receive it in 2-3 hours. Mind you, I had an appointment. It never arrived. Since 4/19, I have spent hours on the phone with Servify reps trying to get the claim processed so that the local repair shop can repair/replace my front camera that will not focus. For whatever reason, the repair center is not receiving the claim. On April 22 & 29, I also called directly into ******* & asked for their help. They then get Servify on the ************** changes, same thing. I keep being told to call back in 2-3 hours & then 2-3 days. They have tried initiating & cancelling the claim multiple times with the latest being canceled tonight, 4/29 at 9:43pm. The last claim they opened on 4/25 HDQB7HZHQY9R & told me it should get processed in 2-3 days. But, of course it did not & now Servify tells me to call back Monday 5/1 & have then process a new claim. Please note that this is not related to claim 6MEXSVRXLL8M. That claim was completed without issue so I know they can communicate with the center. I do not want to send my phone in for a replacement or repair. I want it done locally. It has been determined it is a mechanical problem with the front camera & this is what the warranty is for (n/c to fix). I am tired of hearing this is being escalated, someone in the back will review & process. I need my phone fixed in the next few days, please advise. The amount of time I have put into dealing with this is ridiculous. All I want is to get my phone claim processed so that I can get it repaired locally at the repair center. ******* has always been a pleasure to work with, so not sure why they made this horrendous switch.

  

  Business Response

  Date: 05/09/2023

  Hello BBB,
  
  New service request has been raised and we have informed our internal team check with the authorised service center regarding service request not visible by ***************** before asking the customer to visit ***************** to repair the device.
  
  We shall coordinate with the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/22/2023

  I wanted to update my file with the business as they have now resolved everything to my satisfaction. As they stated in the communication history of your website on *** 9, they did do what they said they would do. They emailed me multiple days between *** 9 and 16 reminding me of the claim and the tech issue being resolved with communication between their system and the local repair shop (prior, the claim information never arrived at the repair stores computer system). I, however, was out of the country from *** **** and as soon as I was able to contact them, the appointment was confirmed with my local repair store for *** 17^th. I took my phone in and the repair was completed within 2.5 hours. Everything seems good with the front camera at this point, and I am very hopeful the problem has been fixed completely.

   

  Thank you,

  ***********************

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer to ******* for over a decade and have never experienced any type of difficulty until recently. My phone battery seems to have an internal problem, causing my phone to not charge properly. In fact, my phone only charges with a wireless charger and at times not charging at all. As a result, I contacted ******* since I pay for insurance. Apparently, ******* is now working with a new provider to process claims, Servify.On April 11, I contacted ******* to request a replacement phone. In this conversation, I was told I would be sent a green S22 for $1. As a result, I paid $1 & the phone was shipped. On April 13, the phone arrived. To my surprise, the phone was not a green S22 as promised, rather it was an S21. I rejected the ********** was returned to sender, since it was the wrong phone. The phone was received in ********* on April 17. I provided confirmation to *******, in an attempt to expedite the process of receiving the correct phone. Meanwhile, I continue to be with a phone that is not working properly, while paying for services that I am not being rendered. Since then, I have contacted ******* endless times via ************** but the issue remains unresolved. Every conversation consists of being given the run around despite multiple requests to escalate the situation. I have been re directed to call numerous departments, forced to explain the situation time and time again yet still no resolution. I have been told a new phone was shipped but when tracking information is requested, nothing is provided. In other instances, I am told there is nothing documented in my file and it will be looked into. Nevertheless, I continue to get no information or resolution. It is truly unnecessary to go through such an extensive process, when simple attempting to receive a replacement phone. At this point, I have been waiting for close to 3 weeks. I simply would like the correct replacement phone to be shipped ASAP.

  

  Business Response

  Date: 04/28/2023

  Hi BBB,
  
  We sincerely apologize for all the hassle and inconvenience caused to the customer.
  
  As we checked,
  
  The replacement device ******* Galaxy S22 Ultra 5G 12 GB Green 512 GB was shipped through ******* ************ on 12th April 23 but was not delivered to the customer location and was bounced back to shipper.
  
  The device was shipped to the same address which customer shared but the same was not delivered and it was shipped back to ** by FedEx.
  
  We have shared an email with the customer to confirm the home address again so we can Re-Ship the replacement to customer's address on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19991053
  
  I am rejecting this response because I have yet to receive the tracking information. I did receive an email confirming my home address, but no further communication took place. I would like to receive the tracking information at the very least to accept this response. Given the extended period of time spent on this matter, I would hope this matter is expedited.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/08/2023

  Hello BBB,
  
  Device has been delivered to the customer but customer has claimed that he has not received the variant which was shared over the email so we have requested the customer share the device images which has been received by the customer to assist him further accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19991053
  
  I am rejecting this response because: I have received the incorrect phone. As mentioned in prior communications, ******* agreed to provide a replacement phone, specifically an S22 in green. However,  an S21 in black was sent. I have provided pictures of the phone I received to ******* as requested and have also attached the pictures to this response. I would greatly appreciate if ******* can send the CORRECT phone in expedited mail in order to resolve this matter. This has been prolonged for an extended amount of time. 

  Thank you for your help.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/10/2023

  Hello BBB,
  
  Please note,
  
  S22 Ultra was the original replacement we sent due to their original model not being in stock at the time. Then that replacement was returned as it was undeliverable to the customer location.
  
  So when we created a re-ship, the customer's original device variant was back in stock so we sent the S21 Ultra.
  
  The customer's claim and plan will have the S22 Ultra removed and swapped with the 2nd replacement of S21 Ultra updated in the systems.
  
  As our system does not allow us to update the device model after the original replacement was sent. So that's why the customer believed they are to receive an S22 Ultra.
  
  Customer has received the original model variant now.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19991053
  
  I am rejecting this response because:

  The initial replacement phone was in fact delivered to my home on April 13 and returned to sender since it was not an S22 as promised. I do not appreciate that Servify is providing incorrect information in the response, as that is not an accurate account of the events that have taken place. If the original replacement would have been the correct phone (S22) it wouldn't have been returned and I would have saved myself from this long ordeal and headache. 

  If offering an S22 was an error as it is being claimed, I should not be penalized. The bottom line is that I was promised an S22 and that phone was never sent, neither the first or second time. Therefore, the S22 is the phone I am expecting to receive as it is what is reflected in all previous correspondence and will not accept any other phone. 

  Please send the correct phone (S22 in green) to resolve this matter.

   

  Thank you.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/12/2023

  Hello BBB,
  
  As per the latest update,
  
  As an exception, a new Re-ship of S22 Ultra 512GB Green has been created and has been dispatched to the customer location today through waybill number - ************ FedEx.
  
  Regards,
  Team Servify

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19991053
  
  I am rejecting this response because: I received a Cream colored s22 ultra 512gb not the color GREEN as promised.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/16/2023

  Hello BBB,
  
  We have offered two options to the customer to resolve the customer's concern at the earliest. We are awaiting an confirmation from the customer on the same.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 06/01/2023

  I've received my s22 in green. Thank you

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broke my ******* S22 phone so I called to get a replacement. The new phone that was sent to me only works if I'm connected to wifi. I tried taking it to my mobile carrier multiple times thinking it was the *** card or that I hadn't properly set up the new phone on my network but after multiple attempts at troubleshooting my mobile carrier told me there was a problem with the phone itself. It's not getting signal and won't recognize the *** card even though the *** card works fine on other phones. I called ******* Plus (Servify) to let them know that the phone I received was defective. I was told that I would hear from them within 24 to 48 hours. Never heard back. I emailed multiple times and those were ignored. I've called multiple times and every time I get told to give them another 24 to 48 hours. I still have an unusable phone because Servify ignores my messages and refuses to send a replacement phone. I paid for a working replacement phone not and defective phone and instead of making it right Servify keeps lying and ignoring me.

  

  Business Response

  Date: 04/27/2023

  Dear BBB,
  
  As per the latest update from our internal team,
  
  The replacement Device was shipped yesterday and is due for delivery today. ***** TR# ************ soon the same will be delivered to the customer at the location on priority.
  
  Regards
  Team Servify
  
  

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my OnePlus 10+pro and it stopped working, I purchased the best insurance package to cover accidental damage. I initiated claim number FIVSHKWH1PPF on March 19, 2023. The last update on Servify's website is on March 23, 2023. I have confirmed that the device was received on March 24, 2023. This is the last update on their website. I have called at least 15 times to get an update, I am told it has been escalated to their backend team and give them ***** hours for them to provide me with an update, this has never happened. On April 14, I was informed by servify that a replacement device was shipped to my home on April 1, 2023. I let the rep know that I was out of town from March 27- April 10, there was no device on my porch when I returned home. She she would be sure to get this resolved and provide an update in ***** hours which is what they say everytime and do nothing. This is a copy of the email she sent me April 14, 2023:Greetings from Servify! We would kindly request you to please allow us sometime as we have forwarded your concern to our relevant team to ensure we do the needful.Be rest assured, we shall definitely try our best to help you out. Should you have any additional questions/comments please feel free to write back to us at ************************************** or call us on ************* between 8:30am to 10:30pm ET, all days. Thanks,*********************** Team Servify Everyday they have no information,I call and wait on hold for a couple hours then the center is closed. Today I was hung up on 3 times because I told them it's unacceptable that I do not have a phone for over a month and that they claim to have sent a new device via Amazon, if that's the case they contact the seller and let them know device never received and the new device will be shipped. I have emailed asking them to resolve this immediately & when I will be getting my replacement device or I will file suit in small claims court. No reply. I want this resolved immediately.

  

  Business Response

  Date: 04/27/2023

  Dear BBB,
  
  As per the latest update from our internal team,
  
  Amazon has confirmed us that the replacement which was shipped from our end was lost in transit so we have ordered another replacement for the customer from Amazon and the same will be delivered to the customer address by 1st may 2023 as per amazon tracking- Amazon Order: ORDER # ***-8845279-2395442.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 04/29/2023

   
  Better Business Bureau:
  

  The replacement phone arrived today.  Thank you very much. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am regretfully reaching out about a claim I made with Servify that is not being processed efficiently. Ticket: ******* The claim has been in limbo for two weeks now and I cannot seem to make any progress with the ************ phone number and am being ignored repeatedly when reaching out over email ******************************* fact, I am on hold now and have been on the phone for 3 hours today alone! I have spent an unreasonable amount of hours on the phone, having to call almost every day to be told that they want something new, I have been asked to share one picture after another after another, and every time I provided the Servify team with what they requested they ask for something else! I am tired of going in circles here!I've sent this team a dozen photos and even a video at this point!When I spoke to a supervisor on 4/18/2023 at around 6:45 PM Central Time (CT) I was told this was approved/processed and that a replacement would be on its way the following day. She mentioned it comes from either Amazon or Best Buy and that it would arrive just a few days after shipping. When I called in two days later to check in I was told that this was untrue, is it normal procedure to lie to your clients?I know these phone calls are recorded as I verified that with the staff.All I ask is that the warranty I paid for is applied here to repair/replace my broken ******** I am exhausted with this process and completely turned off of the **** brand at this point. I spent a lot of money on this TV and even more to protect it and yet here I am wasting hours and hours of my time fighting tooth and nail just to get this very simple claim processed with you!

  

  Business Response

  Date: 04/22/2023

  Dear BBB,
  
  We have requested additional details from the customer to confirm the serial number of the ** and damage occurred to proceed the claim request further.
  
  Awaiting response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19962411
  
  I am rejecting this response because it is not a resolution. I am attaching the ******* serial number per your request.

  
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new ******* Ultra S23 in February. I purchased ******* Care Plus directly through ******** On or about April 3rd I cracked my screen. With the ******* Care Plus plan I am to pay $29 per screen repair. I have contacted ******* Care no less than a dozen times by phone, email and their texting system. I can not get them to authorize the phone being repaired. They say it's under manufactures warranty and immediately transfer me to ******* warranty department. Of course ******* denies the claim because it's a cracked screen and transfers me back to ******* Care +. I have also contacted ******* Servify (they are the repair service for ******* Care Plus) via email twice but get only an automated response saying someone will contact me within 48 hours but they never do.

  

  Business Response

  Date: 04/20/2023

  Dear BBB,
  We have informed our relevant team and have arranged a callback for the customer to assist further in processing a claim for customer's ******* device.
  Regards
  Team Servify.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19945526
  
  I am rejecting this response because: It's been ************************************************************ and still no response from you. I provided an alternative phone to you to call even.

  My first attempt weeks ago was the exact same response....We are escalating this and someone will call you within 24 hours. I never did receive a call back then. 

  Still waiting for my call back

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/26/2023

  Hi BBB,
  
  We attempted call to the customer thrice yesterday on the alternate contact number customer have provided but there was no response. We will attempt the callback once again to assist the customer on priority.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19945526
  
  I am rejecting this response because: I sent a screenshot to servify of my phone record from the broken screen phone and the phone I am using temporarily in it's place. It shows that no calls were  made by them to contact me. I contacted them 3 times this past week only to get the message the case has been escalated. They said I could get the phone exchanged for $99 plus a security deposit. No one could tell me how much the security deposit would be.

  Finally late this morning I was able to file a claim on line and approved to have it fixed for $29.  The phone has already been shipped via *** for repairs.

  Servify needs to learn to be truthful with customers as I have copies of all my transactions. It is exactly 4 weeks from my very first contact with them. It should not take this long to finally get a repair authorized. And then they have the audacity to try and upsale and get me to pay $99 rather than $29. ****** learned on my part, no more ******* products.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/28/2023

  Hi BBB,
  
  As checked,
  
  We can see a Mail-in repair has been raised with Reference id- HSXTSLCYDAXY  and the same is been transit to our repair center. 
  
  We have informed our relevant team to process the Mail-in repair request on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my phone replaced under warranty, got new phone, no issues. Went to send back damaged phone and the post office would not accept it due to having the wrong label for cell phones. Called servify immediately, spoke to a rep and explained what the issue he said they would send out correct label. I made sure to ask that I would not be charged for not sending in my damaged phone, he said he verified that I would not. About 10 days later, I had not received new label, but I got charge $999.00. Again immediately contacted them, and days later, still so not have label and am paying interest on a charge that should never have been done. And they will not refund me until I send back phone. They sent me another label, but it wea the exact same as the original. Yet they can not seem to get me the correct label.

  

  Business Response

  Date: 04/13/2023

  Hi BBB,
  
  We have shared new Waybill with the customer to return the defective device. 
  
  Once the defective device is reached our repair center we will refund the security deposit charged back to he customer's source account.
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* care plan My Zfold phone the product was replaced by Asurion or the ******* brand itself.? the **** was never update with the new phone replaced.After servify taking place they havent solved absolutely in nothing The **** has to be updated for Asurion, but i was told for them would take 4 weeks to resolve this issue.Im still waiting since february.Servify stlll charging me a monthly payment, but i cant take my phone to fixed to Ubreak due the mistake of Asurion and servify.Nobody tell me anything and nobody resolve anything Oif my phone got worse i will be not able to work.I have never had this issue when asurion was in charge of ******* Care plus. After servify taking place all the nightamares started They ask me for emails or a invoice but asurion never send me this to me.

  

  Business Response

  Date: 04/11/2023

  Dear BBB,
  
  IMEI has been updated in ******* care+ portal and customer can now raise a claim under sc+ program.
  
  We are also initiating a refund of the deductible paid for the request raised by the customer.
  
  Regards
  Team **********************
  
  

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, purchase ************ + for my new ******* s23. My screen was cracked and they sent me to an authorized location to fix. It's was only have 3 claims and 4 times of showing up that I was notified that my color was exclusive and they could not fix it in person. After speaking to someone else they filed a new claim to replace the phone and charge me $99 for the deductible. I have been calling every and they keep saying wait 48hours to receive the phone. 5 business days later I still keep getting the same response, I have a broken phone and extremely disappointed in this experience. I've been a ******* owner for years, but this experience may make me switch. So unfortunate. Please beware, the servify company reps tell me they don't have a manager I can speak with nor can they give me a name and ID. If you buy a new ******* do not hold your breath waiting for them to honor what you paid for.

  

  Business Response

  Date: 04/11/2023

  Hi BBB,
  
  Device has been dispatched through waybill number- 396838979351 ***** and soon it shall be delivered to the customer location on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* switched my insurance from Asurion to Servify. I tried to file a claim for a cracked screen on the website, only to be alerted I would have to call. Why have the option, then? I called and filed the claim, got a claim #, and the location to take it to. Of course, the phone number they gave me was incorrect, but I could look up the correct one online. I made an appointment and had my friend take it in due to a broken car, but they didn't find a claim for me. I got the link to pay for the claim when I hung up and paid it. They told me this happens with Servify. I called Servify the next day, with a large expenditure of time from my work day, to be told they had taken care of it and it should work now. I called the store, and they said they saw it; I made an appointment and took in my phone. Fast forward to when they try to close the ticket so I can pick up my phone. There is no claim. They called Servify to be told I had to call. I got a useless agent who I had to finally hang up on as I wasn't getting anywhere and needed to work. He kept asking me if I wanted to file a claim. Then have to pay another $29; NO, I want my original claim handled. I have been without my phone for over a week because of this. I called yesterday and finally got an agent who seemed to be helpful. He said I needed to give their engineers 24 hours to fix it. It is beyond 24 hours, and I can't get my phone back until they close the ticket. There is no claim in the system when they go to close it. I am getting nowhere in contacting them. I will now be charged $430 from ******* as I cannot make my deadline to return my trade-in. Each call I make is a half hour to 45 minutes of my time. I called them again while I was typing this. After half an hour on the phone, I am told I must pay YET AGAIN. He says I will get a refund in 3-5 business days, but after all this, I do not trust it.

  

  Business Response

  Date: 04/08/2023

  Dear BBB,
  
  Our internal team is coordinating with the **** center directly and we shall confirm the customer once the issue is resolved so that customer can visit the **** center to repair the device.
  
  Apologies for the inconvenience caused.
  
  Regards
  Team Servify