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Can I get a new device if mine is cracked?

I just recently received my galaxy 7 edge but one day while it was in my pocket I accidentally bumped into something and now the back of my phone has a deep crack in it.  I do pay for the "total mobile protection " on my plan. What can I do about this?

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Re: Galaxy 7 edge

Community Manager
Community Manager

That is most unfortunate. Thankfully you have device protection. You can file a claim by going to www.phoneclaim.com/verizon.
NoahS_VZW
Follow us on Twitter @VZWSupport
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Re: Galaxy 7 edge

Community Manager
Community Manager

Oh yikes, that's not something anyone wants to go through. What you can do is complete the process here http://bit.ly/1iJQKxK .

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Re: Galaxy 7 edge

I gave it  shot and unfortunately the rejected me almost instantly even with the total protection... any other ideas?

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Re: Galaxy 7 edge

Community Manager
Community Manager

Mattydroidgalaxy,


Oh no, we are sorry to hear that you are having issues with processing your claim. With Total Mobile Protection, your phone is covered under physical damage. Were you given a reason to why it was rejected?

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Re: Galaxy 7 edge

That's what I thought. That's why I purchased the total protection. They told me because it wasn't the screen and it still functions is why they rejected me.

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Re: Galaxy 7 edge

Community Manager
Community Manager

Let's clear the air and get your phone replaced! There are two components to the Total Mobile Protection. There is a warranty component for when the phone isn't working but isn't damanged, and there is an insurance component for damage that does cover cracked screens. You can file a claim here for the cracked screen, and they can assist in replacing your device.  http://spr.ly/6588B9Vei


MichelleH_VZW

Follow us on Twitter @VZWSupport

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