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Insurance and Upgrades

mIDNIGHTeVE89
Member

In 2013, I bought a Droid Razor HD and entered into a 2 year contract.  It was approximately 7-8 months later that I dropped my phone and the screen cracked. I filed a claim with Asurion and they immediately sent me a new phone in the mail.  It was not even a week later that I dropped that same phone again (I know!)  Once again I filed a claim and Asurion sent me a new one again, but upon receiving this phone in the mail the screen was already broken when it arrived.  Asurion would not take the phone back, claiming I broke it.  In addition, they would also not let me file another claim because I was over the 2 a year mark and then they dropped me from the insurance all together. The only way for me to get a phone that worked was to pay full retail price.   In February upon receiving my tax refund, I went to Verizon and bought a brand new LG G2 for $499.00.  I was informed by both Verizon and Asurion that I would have insurance on my new phone, because it was a different phone I was purchasing.  For the next 2-3 months I paid for insurance through Asurion on my monthly bill.  During this time I dropped the new phone, with case and all. Of course once again it broke. (So heartbreaking)  I contacted Asurion and was informed I did not have insurance on this phone.  From there I contacted Verizon and was informed I did.  My bills even reflected that I had been paying for it.  I contacted Asurion once again and was told that because I had filed 2 previous claims that I could not file a claim on this phone.  I argued that it was a completely new phone and I had been paying for it.  After many phone calls, they would not do anything about it. 

     It was from here I went to the actual Verizon store, showed them where I had been paying for the insurance.  They contacted Asurion, but they would not do anything for the customer rep either.  Just kept saying that I already had two claims.  The customer rep told me that open insurance enrollment was in a few weeks and that during that time she would add me and from there I could file a claim.  She added me and I contacted Asurion, they still would not do it saying that I had already attempted to file a claim on this phone.  So for the past 7-8 months I have been paying an extra $10.00 a month for insurance on my bill. No one can tell me why I have no insurance or why I can't file a claim.  This has been very frustrating.  The LG stopped working immediately after I broke it and now I am back to the broke Droid Razor that Asurion sent me before and even then it is completely broken (barely usable)  I have been told I can upgrade with Edge, but to do that you have to have a good phone to return to them.

I am completely frustrated and annoyed by this all together, because I feel like I keep getting the run around.  No one will listen and I have been a loyal paying customer for the past two years. My upgrade is available 2/27/15, only a month away and I have been to Verizon and called to see if I could upgrade and no one will help me.  I highly doubt a month makes a big difference.  In addition, if I have to wait for my upgrade day and purchase a new phone who is to say that I will not have insurance on my phone again.  Please help

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Re: Insurance and Upgrades

Community Manager
Community Manager

Sorry to hear about all this and that your device is broken again. This will need further investigating. Will you please send us a private message?

VanetrisC_VZW

Follow us on Twitter @VZWSupport

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Re: Insurance and Upgrades

mIDNIGHTeVE89
Member

lk

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Re: Insurance and Upgrades

mIDNIGHTeVE89
Member

I cannot figure out how to send you a private message.  It will not allow me to because you are not part of a group or something.

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Re: Insurance and Upgrades

Community Manager
Community Manager

Sorry about that, mIDNIGHTeVE89. I will send  you a messages. Please be on the lookout.

TamaraH_VZW
Follow us on Twitter @VZWSupport



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Re: Insurance and Upgrades

Community Manager
Community Manager

mIDNIGHTeVE89,

Again I apologize for the issues you have been having with getting a replacement device. We definitely want to investigate further into this. We must have a private message however so we can gain the necessary information to review your account. Here is how you can send VanetrisC_VZW a private message http://vz.to/1lplPA8 

LindseyT_VZW

Follow us on Twitter @VZWSupport

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