This has been driving me batty, had me super frustrated, very concerned, and hurting my job. I work in a high stress environment with at risk children and it required me to have a cell phone. So I'll just start at the beginning. I get an email from Verizon saying I'm eligible for early edge, the new iPhone is coming out so I say "why not?". I order the phone online which requires numerous pages but is fine with me. Strange enough it requires me to insure the phone, which is good because it's an expensive phone. I opt for the third tier of insurance which is $10 a month. I finish my order and it ships. I receive my phone with various paper work, including a brochure telling me about my insurance. I can't set up my phone normally because I only have one phone. I call customer support and the representative is happy to help me set my phone up. So she sets my phone up manually and everything is going fine, I mail my old phone in and start enjoying my new one. Then the unthinkable happens, my iPad falls and the corners falls straight on my new iPhones home button. It crunches in the home button and a small sorrounding area, the crack spreads up through my entire screen. First thought in my mind is " I'm glad I actually have insurance!". I go to the Verizon store in town and tell the representative about it. She can't pull up my insurance under my account, so she calls into Verizon. The first verizon representative she talks to can't find a thing about my insurance so she transfers the call to what I heard as " tech support". Tech support at first can't find it either so they begin looking into records. The tech support representative then says shes found where I forced to choose insurance and that I had chosen the $10 a month plan. She said that it was a mess up on Verizon's end and that the representative who manually activated my phone did so without somehow including the insurance. She says she will fill out a form and send it to the insurance company letting them know it was a Verizon goof and I should expect an email with the number to the insurance and that they would speak with me as a sort of fraud prevention. She even gave me her representative ID and even told me her work schedule so I could contact her for an update of the situation if I didn't recieve the email. I didn't recieve the email the day I was supposed to or the next day. So I decided I'd use the rep id number she gave me to contact her . I called customer service and was connected with a male representative. He said he couldn't put me in contact with her and was increasingly rude. He said the insurance was going to deny the claim even though it wasn't my fault and that the other representative pretty much lied to me. He was so rude and negative I decided to return to our local cerizon retailer and see if the original staff who connected me with tech support was there. She however wasn't and another polite representative assisted me. he instructed me to call again and ask to speak to a supervisor and see if they can get it straightened out. I'm gonna wait until tomorrow and go see the original in store representative who helped me And hopefully we can get it straightened out. I have however spent the last 5 days without a phone, causing problems at work, and am remarkably offended by how rude and unhelpful some customer service staff are. If this problem is not resolved within the next week or so I'm afraid I'll have to go to the BBB. As was said this was a goof on Verizon's end and I don't see it fair to charge me $800 for a phone I can't use because it was supposed to insurance on it and someone didn't set it up correctly. The very rude male I spoke with made it sound like Verizon was not going to take blame and that the insurance agency would refuse to replace my brand new phone. I really hope this will all resolve and that I just ended up on the line with a guy have a horrible day who didn't mean to be so rude. i can say right now I am completely displeased with Verizon. I was forced to insure my phone, selected the most expensive insurance available, and am then told I don't have insurance. Someone please resolve this, and soon.
