dropped due to overheating. void warranty?

samsung galaxy s6 downloaded "oculus vr" while my phone was charging at work. the screen started flashing and told me to unmount from the oculus. I do not own an oculus nor was one plugged in. so i tried to turn off my phone and restart it but it wouldnt respond. noticing how hot it had gotten i tried to take off my case and noticed my charger had melted. i felt rushed to take off the thick rubber case i bought at verizon but when i grabbed my phone without the case i let go because it was too hot. i called verizon and was told i would get the phone replaced for 150$ but get 75$ back in credit. now they wont replace it at all due to physical damage to my phone. what has changed between the 2 calls for you to not replace my phone anymore?

Accepted answers

Verizon_Support

A fully functional phone is essential for your services. Anytime a phone has experienced physical damage such as what you have described the phone itself would no longer be covered under the warranty. In this case it’s not a situation of it having changed between callers the first caller would not have provided you with accurate information and I do apologize for that.
MatthewT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

All comments

Verizon_Support

pherson

I'd say contact Samsung directly on this, or if you have insurance file a claim thru assurion.

veryfrustrated0118

As a side note, Verizon doesn't charge a fee then credit half of it back. You either get a free warranty replacement barring any physical or liquid damage or you get the replacement from Asurion after you pay your deductible.