Child Item

Site Totals

61487 Questions Answered 271 Categories

Asurion and Verizon is a joke.

So i damaged my Note 3 on Friday, did a claim as the entire LCD plate is cracked and unusable.. the screen wont come on but i can hear my phone notifications and bluetooth works.

Anyway the lady i talked to on the phone told me that they were out of the Note 3 phones, and tried to keep forcing a S4 down my throat. i asked multiple times how this phone was comparable to my Note3 she told me they were the exact same phone only one had a larger screen.. (really!!!)

This is my second time having issues with Asurion and their lack of giving a fly crap about customers. because when Verizon runs the whole sales pitch on why you absolutely need insurance on your device because "if you break it they replace it, or give you one model better if they dont have it." (been a customer a long time and i hear this speech every 2 years at upgrade time.)

Note 3 Vs S4

screen size not the same
Battery life not the same - (2600mah S4) (3200mah note 3)
processor/gpu/ram not the same
S-pen not the same
4k video capabilities not the same
Cost.. $99 for an S4 vs $299 for a note 3 (not the same)

I was told that these phones were on back order because of Samsung not supplying them, and that they could be available in 3-10 business days but there is no guarantee when they will be in and can take up to 2 weeks!!

So what is it that im supposed to do exactly Verizon? am i supposed to be phone less for "up to 2 weeks"? while still being charged for my service? Am i supposed to take a sub-par replacement phone, that doesn't even compare to my note 3? (just because its white and says Samsung is really the only similarities they have)

this is an insurance company right? i have been paying this company every month for the last 10 years.. why cant they send me a new note3? its not my fault they are out of stock. nor is my fault that i don't want to take a lesser phone. Why cant they send me to my local Verizon wireless store with a phone call and pay for it out of their pockets? that's what im paying for right?

"Per the program Terms & Conditions, your replacement device could be new or refurbished/re-manufactured."

so wheres my new Note 3? all the stores in my area have them ( i checked yesterday)

"In the event that your claimed model is out of stock and you do not accept the comparable replacement device offered, the original device you claimed will be placed on backorder and will be available for shipping when it is back in stock. Placing a device on back order will most likely result in a shipping delay.

In certain cases, devices are no longer available. We work closely with Verizon Wireless to determine comparable devices for instances when a model is not available."

The G2 is closest comparable model to the note 3 in terms of battery life processing power and graphics, why aren't i offered this?

So i pay $299 for the term of my edge program, yet the insurance program im paying for to protect my device wants to offer me a phone $200 less with less features, less battery life less processing power and less Gpu power. and thats it? now i have to wait and be inconvenienced by Verizon and a penny pinching insurance company that in my 2 insurance experiences has always been out of the good phone you buy and wants to push a lower phone on you for the same price?

im close to dumping verizon. the same old story is getting old...

20140306-_DSC0003.jpg

Comments

unknown

You're issue is with Asurion not Verizon and dumping Verizon won't help in that regard because ALL the carriers use Asurion as their insurance provider

xenonxeric

Thanks for the reply.

My issue is clearly stuck between the two which is why i have included both Verizon and Asurion..

Asurion claims they can only offer replacement phones that Verizon allows. in this case apparently Verizon thinks its OK to offer an S4 to replace a Note 3. if you want to talk money the S4 is priced out of contract at $499 and the Note 3 at $749, if both phones are comparable whats the $250 gap for?

so as with all things i talk to verizon they point fingers at asurion and asurion points fingers at verizon and samsung.

so here's the deal in case you missed it. According to Asurion, Verizon says i can get a note 3 or a S4 to replace my note 3 and THATS it. this is per Asurion.

So lets compare the 2.

Note 3 per Verizon: $749

Processor: 2.3 GHz Quad Core
Memory: 32GB on board memory + 3GB RAM (actual formatted capacity is less)
Supports up to 64GB microSD Card (sold separately)
5.7” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
Enhanced S–Pen
Standard 3200 mAh Lithium Ion Battery
Usage: Up to 24 hours
Standby Time: Up to 21 days

Samsung Galaxy S4 per Verizon:$499

16GB on board memory + 2GB RAM (actual formatted capacity is less)
Supports up to 64GB microSD Card (sold separately)
Processor: 1.9 GHz Quad Core
5.0” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
Battery: Standard 2600 mAh Lithium Ion
Usage: Up to 17 hours
Standby Time: Up to 12 days

LG G2 Per Verizon: $569

Memory: 32 GB internal (formatted capacity is less)
Processor: 2.26 GHz Quad–Core Processor, Qualcomm® Snapdragon 800 MSM8974 Chipset / 2 GB RAM
5.2” Full HD IPS Display: 1920 x 1080 resolution, 16:9 aspect ratio, and 423 ppi
Standard Battery: 3000 mAh SiO+
Usage Time: up to 18.2 hours OR
Standby: up to 11.4 days

So i pay a company money to replace my phone with an exact phone or a product just like it. Clearly you can see here the LG G2 is the most acceptable replacement when it comes to the Note 3.

you say its not Verizons fault. while in all honesty their hands are just as dirty as Asurions

so again my question still remains.

am i supposed to wait, and continue paying for air time that i don't use? (good for Verizon bad for me)
am i supposed to take a phone that's value, purpose, and function is less then what i bought? (good for Verizon bad for me) -$250
why cant i be credited a brand new phone as their insurance claims? because they are out of refurb garbage? (good for Asurion bad for me)
why cant i be offered something that inst a slap in the face like an LG G2? the most comparable spec wise to the Note 3?

is it all about money? what about the customer? ideally i shouldn't have to consider an "alternative" replacement on a phone that is still considered new! replace the phone with an in stock refurb, if no refurbs send out a new phone. there is no shortage on the Note 3 at this time... and the Asurion contract clearly states "NEW or refurbished" well they dont have an refurbished.. and the phone is still being made so wheres my new note?

so yea Verizon can authorize new phones be sent out to insurance holders if they so please. Asurion works for Verizon not the other way around. which is why my problem is with both companies..

make sense?

pherson

No, it does not make sense.

A sur ion is the insurance company who gives the replacement. If Verizon did the replacement there would be no need for Asurion.

If you don't want to take the replacement that they are offering that's your problem. They are trying to get you into a phone. You denied.

If you or a family member or friend has an older phone they aren't using, activate it until your note comes. Or....suspend your line without billing until it comes. That way you won't pay for service however you will not be able to access vm.

balls in your court over this one guy. What will changing to another provider prove? Nothing.

xenonxeric

seems to me there's no support on these forums.

not sure how anyone that owns a new phone can say they would happily take a downgrade. i guess its typical until someone is put in the same position.

either way i suppose its time to evaluate where i chose to spend my money. either with a new insurance provider or carrier that doesn't provide garbage for insurance replacements.

its clear to me that the general consensus of this forum is that most everyone is just fine with paying for a higher priced phone for features and having something happen to and getting stuck with a lower priced phone with less features. i guess im out of line for expecting more.

anyway if you are note 3 owner with insurance hopefully by the time you drop and break yours they aren't offering OG droids for replacements..

how many of you work at Verizon stores? might explain the cookie cutter responses.

jroeder

xenonxeric wrote:
Thanks for the reply.
My issue is clearly stuck between the two which is why i have included both Verizon and Asurion..
Asurion claims they can only offer replacement phones that Verizon allows. in this case apparently Verizon thinks its OK to offer an S4 to replace a Note 3. if you want to talk money the S4 is priced out of contract at $499 and the Note 3 at $749, if both phones are comparable whats the $250 gap for?
so as with all things i talk to verizon they point fingers at asurion and asurion points fingers at verizon and samsung.
so here's the deal in case you missed it. According to Asurion, Verizon says i can get a note 3 or a S4 to replace my note 3 and THATS it. this is per Asurion.

So lets compare the 2.
Note 3 per Verizon: $749
Processor: 2.3 GHz Quad Core
Memory: 32GB on board memory + 3GB RAM (actual formatted capacity is less)
Supports up to 64GB microSD Card (sold separately)
5.7” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
Enhanced S–Pen
Standard 3200 mAh Lithium Ion Battery
Usage: Up to 24 hours
Standby Time: Up to 21 days
Samsung Galaxy S4 per Verizon:$499
16GB on board memory + 2GB RAM (actual formatted capacity is less)
Supports up to 64GB microSD Card (sold separately)
Processor: 1.9 GHz Quad Core
5.0” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
Battery: Standard 2600 mAh Lithium Ion
Usage: Up to 17 hours
Standby Time: Up to 12 days
LG G2 Per Verizon: $569
Memory: 32 GB internal (formatted capacity is less)
Processor: 2.26 GHz Quad–Core Processor, Qualcomm® Snapdragon 800 MSM8974 Chipset / 2 GB RAM
5.2” Full HD IPS Display: 1920 x 1080 resolution, 16:9 aspect ratio, and 423 ppi
Standard Battery: 3000 mAh SiO+
Usage Time: up to 18.2 hours OR
Standby: up to 11.4 days
So i pay a company money to replace my phone with an exact phone or a product just like it. Clearly you can see here the LG G2 is the most acceptable replacement when it comes to the Note 3.
you say its not Verizons fault. while in all honesty their hands are just as dirty as Asurions
so again my question still remains.
am i supposed to wait, and continue paying for air time that i don't use? If you don't take their offering for a replacement, then yes (good for Verizon bad for me)
am i supposed to take a phone that's value, purpose, and function is less then what i bought? No, only if you want a phone ASAP (good for Verizon bad for me) -$250
why cant i be credited a brand new phone as their insurance claims? because they are out of refurb garbage? (good for Asurion bad for me) You will never get a brand new device through the insurance, reegardless of what they claim. Don't hold your breath.
why cant i be offered something that inst a slap in the face like an LG G2? the most comparable spec wise to the Note 3? Who knows, because they don't have to maybe?
is it all about money? Generally that is what businesses are in business for...... what about the customer? Sometimes they cannot provide what the customer wants ideally i shouldn't have to consider an "alternative" replacement on a phone that is still considered new! replace the phone with an in stock refurb, if no refurbs send out a new phone. there is no shortage on the Note 3 at this time... and the Asurion contract clearly states "NEW or refurbished" well they dont have an refurbished.. and the phone is still being made so wheres my new note? Again, you will never receive a new phone regardles of the statement.
so yea Verizon can authorize new phones be sent out to insurance holders if they so please. Asurion works for Verizon not the other way around. which is why my problem is with both companies..
make sense?

You want a replacement Note III asap. They cannot send a replacement Note III ASAP. They offered you a GS4, you don't want a GS4 because it's not comparible. If you can't get a Note III ASAP you want a G2 ASAP. They will not replace a Note III with a G2.

You can either choose the GS4 or wait however long it take to get a Note III. That's the bottom line, it is not ideal but no matter how much you whine or complain you won't get your way. Just like a child whose parents won't buy him the cereal he wants, sure they told him they would get it for him but ultimately it's their final say, no matter how much that child whines or complains.

Good Luck :smileyhappy:

TJG12

I think you're right, those are his choices now. But that's not how it SHOULD be. They're replacing his Acura with a Civic. The specs, features and functionality of the Sam G4 or LG G2 don't meet that of the GN3. That's why he choose the GN3 in the first place. And to say that these are the closest phones is baloney. The closest one is the GN3! And it is VERY available. If they can't get it through their distributors (doubtful), They should buy from Verizon for whatever price they can negotiate. My guess is that they offer another phone if they don't have refurbs on hand. Asurion has they're own refurb facilities and probably use this exclusively as their supply line. There probably is a shortage of reburbs as this is a current phone with a pretty decent build quality. They just don't want to replace it with a new phone. If he were trying to replace a Thunderbolt or Rezound, it'd be a different story. But there is no successor to the GN3 at this time, and stock is generally not short. Even though he signed the contract and has little recourse, his complaint is valid.

nblank1040

they could not offer a g2 if they wanted too. i have been on back order for a week now and i have seen it last 20+ days.they offered me a s4 as well so i guess the s4 is comparable to every phone. sorry i wish i had a solution for us. this forum is still about solutions right? not telling anyone with a problem they are being whiney. every person every who post to a solutions forum is being whiny. they have a problem and want it fixed.

nblank1040

i just called about my g2 being on back order after i was assured twice that it was in the mail asked to talk to the customer care solutions team (manager). and she bumped me up from a g2 to a note 3. its in stock and will be here tomorrow. she also said that i had 7 days to return to get my note 3 back to the g2 if it was not to my liking. so call them back and ask to speak to a manager. they will get you your note 3 back.

shannoncady

I just dealt with this exact issue today which I must say worked out... so to anyone with this future issue here is my story... and I'm not downing the S4 in anyway yes its a good phone for someone that prefers the normal sized phones.

I had the HTC One Max which is also large like the note 3. Actually bigger.

Friday I contacted asurion and paid my deductible for a new phone. Which they informed me they no longer carry the HTC one max but they would send me something comparable, which I then immediately stressed how happy I am with the larger phone like the Max and the specs of the max. She said she would send a s4 which was the equal to it. I know there's many out there that are familiar with all the Samsung phones. But I was not. I knew they had a phone similar size and figured that was it.

Today (Monday) FedEx delivers my phone. I open the box and immediately know this is not a comparable phone it was half the size of my max. Without even turning on the phone I call asurion. I will admit I was irate. I explain how dissatisfied I am with the "comparable" phone. The woman then puts me on hhold then comes back and says the HTC one max is no longer available and this was their only comparable phone in their system. I then tell her that she needs to research the 2 phones and realize they are in no spectrum comparable. She then repeatedly tells me the same thing about this is the only comparable phone blah blah. It was like she was reading a script. I tell her I'll just call verizon.

I call verizon... and I agree with a above post about dropping Verizon because of asurion now. Verizon could not do anything because they are not connected at all. I was again let down on my chance of a comparable phone.

I then finally give in and start the process of activating the s4. It didn't want to auto activate and I would have to call verizon. So now that I'm also irritated with this I put it down started researching the specs of the max and s4 just to make me even more upset I see there is huge differences in the phones beyond the size difference. So here i go and call asurion again.

2nd call with asurion

At this point I'm mad about the phone "comparability", it won't activate etc.. The woman gathers my info and I then explain to her also about the size difference and how I have in front of me a side by side comparison of all specs. She then states word for word the exact I believe scripted words about how the max is no longer avail and the s4 is the only comparable phone... well I must say I then lost it. I asked her why would I buy a phone with a 5.9 in screen and boom sound speakers and be satisfied with a phone that is half the size small speakers a large difference in battery life and camera capabilities etc... she begins the scripted speech again, I then cut her off and tell her I need to speak to someone else who can help me and isn't going to read from a script to me. I need a manager or something. She then pauses and says a manager is not available but she can transfer me to I believe the customer relations dept. So I said yea that's fine. I speak with this woman and she was informed of the issue before getting on the line with me and asked me to hold on for a couple minutes. She was gone no longer than 30 seconds and says alright I have a note 3 which is the only phone comparable in size they carry

. I told her the first time I called I requested that in place and was told that the note 3 is a slight upgrade from the max and they do not do upgrades. (Verizon you told me they would upgrade I guess that's not true)

Anyway this customer relations lady told me that person could not but she can because she agreed that the s4 should not be a comparable phone that they need new measures for the "phablet generation" phones. I agree the note 3 is a better phone then the max but if that's all they had isn't my fault

Tomorrow I will be receiving a note 3 which makes more sense as a trade out for my max. Also she threw in a car charger.

Verizon needs to go over their conditions with asurion or something. Even though they are not verizon they are giving a bad reflection.

But there is a way to get a different phone beyond what their systems say. You just gotta get beyond that first representative who is apparently scripted and get to their special customer relations department. The woman there without hesitation was able to give me the phone I wanted.

Hope this is a good future reference for anyone.

ICIcon

As I read this thread, it only solidifies my concern that Verizon has zero customer service. They will sell you an Asurion Insurance contract and collect a larger commission for doing so. A tidy commission goes right into Verizon's pocket for selling an obviously worthless Insurance. Asurion Insurance is promoted and sold by Verizon. But when Asurion, FAILS to replace a phone, under contract, with anything that is even slightly comparable, Verizon cries it's them not us. Verizon, you took the money! Why can't you stand behind the faulty Asurion Insurance products, that you gladly accepted payment for? The lack of Asurion keeping their end of the contract, falls squarely at the feet of the vendor that sold that product, Verizon. Once again a blatant example of a company fleecing the customer by denying any accountability for the theft that Asurion has committed against it's policy holders. Time to look elsewhere. Even if every other vendor sells the same worthless Asurion Insurance product, it does not matter. Clearly we can all see that the product is not worth buying. But by leaving Verizon and clearly stating your reasons for doing so, is the only way to reach a company that allows sub vendor to steal from their customer, by failing to deliver services that were contracted and paid for. If Verizon refuses to be accountable, then the only choice you have is to vote with your feet. Go else where. After enough customer losses, they will start to make an effort to be accountable.

unknown

No one forced you to get the Asurian supplement insurance.

Verizon collects the premiums for Asurian they are not their insurance agent for claims.

You should have read the insurance materials. Then if you did not accept them, you just cancel it. Very simple.

http://www.phoneclaim.com/Verizon

You file your own claims, you pay a deductible and you get the same or like device. It is clearly stated in the insurance paperwork they (Asurian) send you or of which you can read at Verizon stores or at their web site.

You get angry at the billing agent for the insurance company is not the way it works. You could have purchased from any insurance agency that covers cell phones.

Good Luck

Talya

As a former Asurion representative, I understand your frustrations, but would like to shed some light on a few of them:

1. The reps all see a system that is very similar to what you see on phoneclaim.com. So if you have no need of actually talking to a live person- I recommend going through the website instead. It saves you the annoyance of having to listen to the script that they ALL HAVE TO SAY. Seriously. We would get in trouble if we didn't follow the script provided for us word for word, screen for screen.

2. Phones are placed in tiers (by Verizon). And this is hard coded into the system. Normal reps and even normal supervisors cannot change this. Also, since there are only five tiers (there used to only be three)- you have a fairly wide range in what Asurion deems to be compatible phones. Think of it this way- Verizon usually sells 60-70 different phones at any given time. Even if you divide them equally that is up to 10 phones in the same tier (and that's only talking about CURRENT phones). And as you've seen- there can be a drastic difference in compatibility within the same tier.

3. The rule about replacement phones, is two refurbished phones, then a new one. That is you submit a claim for a replacement phone. They send you a refurbished phone (1). Something is wrong with that phone, so you send it back and they send you another one (2). It is only if something is wrong with the second replacement phone that they will send you a new one. And even then- you have to mention that they have already replaced it TWICE. This is not considered three phones in the same year, since it is still under the same claim number (but make sure you call the number on packaging, and not the normal Asurion number, if something is wrong with your replacement phone). Since the stock of actually NEW phones is limited (sometimes non-existent, and they have to requisition them)- they will do whatever they can to NOT give you a new phone. (Don't get mad at that- you signed up for it, when you agreed to the insurance terms. It's just they are very vague about replacement terms.)

So be very careful about going right to Customer Care- I have heard of people getting the first truly compatible phone that comes in (you know, one with problems), and sometimes the techs forget to wipe the old data off of it... or even fix the problem.

pherson

And people do not or do not want to realize that when they have a claim their phone is USED. So as to why they are expecting a brand new phone in return is beyond me.

forvips

You are rude!!! Period!!!!! If I forked out hundreds upon hundreds for a phone I expect the same for replacement and I mean NOW!!! Am I throwing a fittttt??? You must not have that kind of money to throw around or you'd give 2…. then! OR maybe you work for the insurance company and are out to defend there crappy actions. I don't pay insurance for a BMW to then get a Voltswagon for a replacement! PERIOD!!! And as if were all just so stupid to believe there's not a NOTE 3 anywhere on this planet to find a QUICK replacement for this consistent costumer!! WHATEVER!!!

MaXGTS

Asurion has always been a joke. I always decline their insurance when I buy a new phone. I use SquareTrade instead. They don't try and replace your phone with an inferior model. They simply send you a check for the full amount of the phone so you can go into a Verizon store and buy a brand new one.

unknown

You know I was just thinking that if you use Visa or MasterCard or Amex to purchase your device they have an added insurance that doubles the manufacturers warranty and they have an exchange program to get new for new. Just a thought.

Good Luck

Samtheman

No they don't. If your phone breaks they either repair it or send you a replacement device. If they don't have it in stock they make you wait up to 1 business day, if they can't get a replacement within one business day, and its not economically feasible to repair the device only than do they send you the money to purchase a new phone. After reading your post I thought it was a good idea, and just had a nice lengthy talk with a SquareTrade rep going over all the details on how they handle claims. If I was given wrong information, and you are indeed correct I'd love to know because with how cheap SquareTrade is and what you said is much better than what I was told on the phone. Waiting for my device to be repaired!? Uh no thanks.

Ddannenbrink

Don’t make a claim. If you do Asurion will literally “own” the rights to your phone. It will be locked and if for some reason you wanted to change carriers (Comcast has better plans), you CANNOT because Asurion has your phone locked.

Child Item