My Phone Problem
In April 2013 I signed 2 year with me and my wife.
I picked an HTC android phone that they had offered when
you sign up for I think $50-100.
In November I accidentally cracked the screen. I went to the
local store where I bought the plan and they checked my account and saw that I
had insurance. Then they made sure I did not enter the pool of people being
helped in the store and gave me a pamphlet and said to call this number and
they will help you. I felt a little pawned off but thought ok this is how its
done so lets call them and they supposidly overnight you a new phone after you
pay $100. I'm not even gonna go into the paying $100, my problem was worse
here, the $100 was nothing.
I went home and called the number but it would not ever let
you talk to anyone and it kept saying to do it online. So I filled out the
claim online. I got the new phone right
away but it would not hold a charge. I tried the new charger it came with, the
old charger, then I switched batteries from the old phone and it still would
not hold a charge. I could charge the battery in the old phone and put the
battery in the new phone and it would drain right away. So I look at a few
threads and there seems to be an issue with this phone and something about the
charging port. So I go back to the store and they listen to me and use their
charger/tester on the phone and say yes we agree it is not charging. They said
I have to wait the two years to get the upgrade or they could finance me(make
payments) for a new one. I politely explained I don't think I should have to
pay $500 for a new phone because I happened to pick a crappy one that you
offered in your store. Then they told me to call the insurance number again and
escorted me to the door!
So I call the number again and they run you around on all
kinds of automated questions and make you give them numbers off of the phone
and after about an hour I got to talk to someone. He then very procedurally
made me plug the phone in the charge and tell him if the charge light and the
meter in the menus says its charging. I explained yes, but that's the problem
it looks like it's charging and it actually is not charging cause the battery
power decreases. I told him I went to the local store to confirm this and they
agreed. He then told me I would have to leave it on the charger for a couple of
hours at least before using it and that's all he can do and to call back in a
few hours if it does not work. What do you do when the store you went to does
not want anything to do with your problem and the insurance service guy won't
listen? My last effort was to call verizon and tell them the story and if they
cannot help me fix this situation I'm leaving. They lady was nice and said she
was going to put me on with the insurance company again and I thought oh great,
I could have done this. But the insurance person did not take me through any
tests or questions they just set up the shipment of another phone.
Not to mention that while all this was going on I was trying
to use the old cracked phone to charge the battery then take it out and put in
the new broken phone that would not charge and used up the battery quickly.
A few things out of all this....
The whole experience was bad and I cannot wait til my
contract is up or until I have another problem, cause I'm outta there.
Actually the store where I live is excellent. So it varies.
The whole process could have been done on line. The whole mess. Without any store involvement. When you received the replacement and it did not work, a simple visit back to the website could have handled the issue and you could have said this was the replacement phone that dead on arrival, and you paid the deductible for a working phone.
Insurance companies are regulated in many states. A complaint to your states insurance department, or consumer affairs office or the State Attorney Generals office usually gets you good results.
Still a hassle but its a power wedge for you to use.
Good Luck
Here's what I don't understand.
YOU broke your phone. Not on purpose, but you did it. It's not a fault of Verizon. Why do you have an expectation that it's Verizon's fault? Or that it is Verizon's responsibility to fix your accident?
Fortunately, you had insurance to cover your accident. Insurance claims are handled, wait for it, by the insurance provider. Not by the cell phone provider. Similar to the way that the auto dealer that sold you your car doesn't handle auto insurance claims. (Note also that the $100 deductible is disclosed upfront, so your righteous indignation about that is misplaced.)
Unfortunately, sometimes insurance replacements have issues. Not often. But sometimes it does happen. And you might need a second replacement. But again, your complaint should be with Asurion.
This is my point, the overall degradation and acceptance of poorer and poorer customer service.
Yes I broke my phone. But listen, I thought there was a good chance I might break my phone in a couple of years, I'm a clutz! But that is why I bought insurance and have paid for it every month to Verizon!
But when I went to the Verizon store I was basically pushed out and one time just about walked out. And I am a very non confrontational person, I acted completely professionally, they just did not want to help me. Their attitude towards anyone that has insurance, IS ALREADY A VERIZON CUSTOMER, and has a phone problem is to push them on, and ask for "NEXT". Because they know I am locked in a contract.
Take a look at society and how people are doing business these days, it is so self service, they don't even want to deal with you, they give you a website. Or in this case a phone number which then referred me to a website.
People we are paying good hard earned money for these services and I just think we are falling into the thinking of the masses and "that's how it is so accept it" in this self serve society.
Yes, Asurion initially did not handle this well, and I indicated this on their serve.
But My main complaint is the overall customer service, or lack their of, with my Carrier who I signed up for this insurance with and whom I pay dearly.
I want people to know so maybe they can make an informed decision next time they need to.
The insurance is paid to verizon who collects for Asurion or Assurant which covers breakage, loss and theft as well as water damage. All insurance requires a deductible. If you were in line and the phone was within a year or if you had total protection package the Verizon store would have assisted you. The obligation of service was the pamphlet you were handed with your insurance claim procedure. What other service would you need or expect?
As I said before a simple call or website revisit would have resulted in another device being sent to you. Your issue is not with verizon wireless but with Asurion. Verizon provides connectivity to their network for a sum of money, outside of that no other obligation is owed to you.
Good Luck
No, my issue is with Verizons overall customer service and their lack of initiative to help fix a problem with an insurance claim that I bought through VERIZON. Also, I think you some how affiliated with Verizon or get paid for replying to these forums so I ask that you do no reply or refute as you are constantly doing to my posts!!!!!!!!!!!
As a courtesy, Verizon allows you to pay for the phone insurance on your cell phone bill. However, it is clearly stated that Asurion handles the claims and is a separate company.
There's nothing that the store could have done for you other than give you the phone number and website to file an insurance claim. They store employee cannot "fix the problem". They cannot file the claim for you. There seems to be some sort of entitlement mentality that is interfering with understanding this.
I do not now nor have I ever worked for Verizon Wireless.
I refute nothing. Just because you don't like the answer does not mean my information is incorrect.
Again you have no grievance with Verizon. You more than likely expect them to file the claim for you? That is not going to happen. And others have told you the same thing.
Again Good Luck
Start a new topic or ask questions in the open forum.
