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Beware! No $29 cracked screen benefit for iPhone 11

Member

Daughter noticed a Hairline crack in the corner of the screen the evening of picking it up ( bought online, pick up in store) brought it back to store the very next morning and they wouldn't do anything, told her to submit a claim on line. Asurion approved the claim, but not able to do a cracked screen for $29, only option was $199 phone swap. Isn't this false advertising, selling a protection plan on a phone that can't be honored? She called Asurion and they said try again in the future, they aren't able to do screen repairs at this time on iPhone 11.  I called Verizon and got the same song and dance. As a customer of 12 years, I totally lost respect for Verizon

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Sr. Member

No

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Member

I am having the same problem with my Galaxy S9. I have spent at least 2 hours on the phone between Asurion and Verizon regarding this issue, including today when I responded to a private message from Verizon saying they wanted to help me. I just spoke with a representative who gave me the same information that I originally had, and also gave me correct information about the availability of parts, and whether I was as account manager on my account. (I am) 

I believe this is a classic bait and switch. I bet the Attorney Generals of our various states would be more than happy to look into this situation. Class action lawsuit, anybody? 

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Customer Support

Skismom, we can lift up this feedback to Asurion especially if an authorized repair shop in the area has the replacement screen in stock. It's not our intention to offer such a service through Asurion and then not have them honor the screen replacement coverage.

 

We've sent you a private message to retrieve more information. Thank you.

 

 

AlanS_VZW

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Member

Hi, this says skismom, but the message was from me; sunflwrbc. I can’t find a private message here nor email.. please resend. Thank you

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Member

Yes, false advertising on Verizon’s part.. especially when the store reps push you into the protection plan telling you it will cover a cracked screen,and then when you have a problem , the phone rep says they can’t comment on what we were told in the store. Definitely sounds like a class action..

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Sr. Member

Verizon and Asurion are 2 different companies. Asurion also states subject to availability for screens. If your screen isn't available, it's not available.

Verizon also wouldn't have any proof the phone wasn't damaged by the user if it wasn't opened up in store. That can happen with any carrier in any industry.

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Member

This is false advertisement, I feel like I should be refunded for all the months I paid for insurance. I find it crazy that they have no screen repairs near me when there’s 50+ Verizon stores within  a couple hour drive from me but the only option was to pay a $199 deductible. 

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Customer Support

We are concerned to learn that you feel this way Laciea1. We always want to make sure we are providing options that can assist all of our customers. The screen repair replacement option is an option only provided when you have insurance on your device. Without it, you would be unable to replace your phone at all if there is any physical damage. Paying the monthly cost for the device is providing you with an option to help assist you should your device end up lost/stolen or damaged. The parts and availability of whether or not you have the screen repair option are determined by Asurion at the time of filing the claim. If there is not a location that can complete the repair, the next option is paying the deductible for another device. If you wish to remove the insurance at any time, you can certainly do so by visiting the steps in this link https://www.verizon.com/support/total-mobile-protection-faqs/?adobe_mc=MCMID%3D497576593228543835982... We certainly hope this helps.

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Re: Beware! No $29 cracked screen benefit for iPhone 11

Member

I just learned my iphone XR screen will no longer be water resistant and may not be fully functional.  What is that about?  NOT HAPPY!  What I signed up for with this insurance is GENUIN APPLE PARTS replaced by APPLE CERTIFIED REPAIR SPECIALISTS.  Not hack jobs from some outside scammy insurance company.  I thought Verizon was insuring the phone.  I am extremely unhappy and disappointed.

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