Customer Service NONEXISTENT

Debbie8808

It's been a l o n g few weeks and I'll try to keep this short. I have a small crack on my screen, contacted Verizon who told me to make appt at store. My store is closed, made appt at another only to be told I had to call the 800#. They could not help me. Also contacted Zaag - invisible shield - don't waste your money. The screen protectors I've bought in the past at Amazon worked better). I am still waiting on my new shield (it's been weeks). I also contacted Asurion who informed me that I had no insurance. WRONG. I have spent 27 HOURS (proof of screenshots and timeline) on the phone with Verizon and Asurion. I have spoken with rep's, supervisors, etc. Customer service is non-existent.

FINALLY, after weeks and too many phone calls and hours spent, Verizon told me they were replacing the phone. Apologizing for my trouble, etc. I received a RE-FURBISHED phone yesterday. I bought a new Note10 and still paying for it, I expect to have a NEW replacement. Why do we have insurance? They also made me an appt at my local store for 11am today to switch everything over and get a new screen protector. I thought this saga was finally over. Wrong.

I was on my way to appointment when I received a phone call from the local Verizon store. They had NO IDEA why I was coming in. When I explained (yet again) I was informed that they could not transfer my phone nor were they going to replace my screen protector. "We cannot do that, I don't know who told you that..." I informed them that VERIZON made appt and assured me that this would be handled today. "No, you spoke to a rep, not VERIZON" Really????? Who have I been talking to when I call Verizon? Who is calling me from VERIZON?

Again, I have spent 27 hours in the past few weeks dealing with an issue that is a SIMPLE fix. I have been a customer since 1996. I have never had a claim, pay my bill on time. This is customer service??

Doggo

Verizon doesn't repair phones. If this crack was on the screen itself and not a screen protector, you'd be dealing with Asurion or a repair shop, not a Verizon store. Asurion doesn't go off screenshots, they go off of if you have active insurance on the line you're making a claim on or not.

Your title says customer service is non existant yet they did a replacement at a loss. If other customers were to get a warranty replacement with physical damage, they'd be charged $299 for the damaged device fee.

Appointment at the store does seem suspect. The reason you were told in store they don't do that is liability. If they installed the screen wrong, you'd be upset. If they erased or looked at sensitive info or pics from your phone, you'd be upset. These are things you really should be doing on your own anyway.

Yes, you being given a 1k phone and not being charged a damaged device fee is customer service. During that ordeal, you could have went to a repair shop to still have the original phone. You could have checked your My Verizon account to make sure you have Wireless Phone Protection, Total Equipment Coverage, Total Mobile Protection or Verizon protect. Even then, Asurion doesn't guarantee a $29 screen repair job if your screen is not available.

Screen damage is not the carrier's responsibility with any carrier. Insurance doesn't always promise a repair job and could have easily been a $199 deductible for a full replacement. Being a customer since 1996 doesn't make repair shops not be an option or not reaching out to Samsung. You're upset with Verizon when they weren't obligated to replace your phone.