Viaero Wireless

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CLOSED NOW - Opens at 9:00am

I Upgraded phones through the Viaero Now program. The phone i upgraded to was an galaxy s5 g900t. The phone was assembled by viaero representative and i left. The galaxy s5 is ip67 water resistant. Two days later the phone fell into water less than one half inch deep and about 30 minutes later stopped responding. Upon removing the battery cover i discover water was inside the phone. Part of the battery cover was missing its seal. I went to the store to warranty the phone under assembly/manufactures malfunction. The viaero store refused to replace the phone stating that it was not a warranty issue. I called samsung afterwords and after submitting the phones serial number they informed me that it was a known manufacturing issue and will be warrantied through viaero. That was a recorded call. So i returned to the store and played the call for them and they still refused to warranty the phone, but instead wanted to make me pay 160 for an insurance replacement. So i called 611 and explained the situation and was told i would be called back. I was never called back so i called them again and spoke with a manager who bargained with me until i paid half the insurance replacement fee. The phone sent was the wrong model, being a g900h instead of the original g900t. So i was lacking full 4g and some of the proper software installed to use it on their network. So i called 611 again and was told a manager would call me back. He never did. So i called back again and when i spoke with a manager he said i could go to a local store to swap out the phone. The team at the local store just waived a insurance replacement fee and sent out a new phone via mail again. Once again i recieved the wrong phone. So i called 611 again(once again yold id be called back and wasnt) and spoke with the same manager who then told me if i want the proper phone i need to pay "contract price" to recieve the g900t again. So at this point i have invested $35 into upgrading to the gs5 and $80 into replacing a manufactured warranty phone, and have gone 2 weeks without 4g data service while o am paying for it. Plus they want me to pay $200 more to recieve a phone that will work on their network properly? All i wanted was to walk in to my local store, replace the warranteeable phone with the correct model, and be on my way. Now this issue has been dragged out two weeks and ive had to pay for service and wrong replacements.



One week following this, the screen on the 2nd replacement has started to peel off.

We have very very good experience with Viaero. They have a very strong technical support team. I can not say for other people's experience but atleast for my family we have better service and customer service support from Viaero than when we were with Verizon. I strongly recommend Viaero to anyone I know.

Buyers Beware, Service really needs some improvements, including customer service and cell service in general. We have had issues with billing errors a personal phone stolen from the store while in their care. This caused major hours of changing personal accounts and putting together my contacts as 2 years of info was stored on that phone. No rep can help with the functions 0f the phones they sell. Knowledge lacks greatly and no one will ever return a call not even management. My phone was replaced with a similar model which is doing well. For the entire 3 months weve paid for a service that still struggles just to get our pics, videos,voice messages and text to our phones. If you can get service in your area from Verizon or another provider we strongly advise to checking it out, do your homework.We have visited the store every week with problems and this is required due to the inconsiderate reps that will not return a call. Hope your luck with Viaero is better than ours.