iPhone 13 was identified as a logic board failure at 18 months, and the Genius bar at Apple store identified it. We had the verizon/Asurion insurance, so we went through Asurion for replacement. After many hours on the phone, I agreed to take the phone to UBreakIFix to diagnosis, otherwise I would have to pay a $49.00 replacement fee. I went at the appointed time to the only location an hour away, and after opening and reviewing the phone, they agreed that the phone could not be repaired and that I was eligible for a replacement phone under our insurance. They gave me the number to call to confirm my phone would be replaced.
Again, multiple hours on the phone, a replacement phone is ordered. They note the $49 charge, which I noted was incorrect. The prior representative sent me to the repair shop so I WOULD NOT be charged. After the discussion, she said the fee would be waived.
Phone is shipped, arrives, I send back the original phone - the phone that Verizon's designated repair shop noted had a logic board parts failure and that they opened. There was no damage noted, and replacement under insurance was confirmed by the shop. So why did I receive the notice today that "Unfortunately, your returned device has physical damage not caused by electrical or mechanical malfunction, and is therefore not covered by the manufacturer's warranty," and I would be charged $329?? AND, to add insult to injury, my bill has the $49.00 replacement charge as well.
WHO DO I TALK TO?
