How can I get a new phone under Assurion?

I bought my new Samsung Galaxy S6 Edge online as soon as they came out. Within a week of having it, I had issues and went to the local store. They replaced my phone and told me I had a defective phone. Since then I have had to use insurance for two phones. After the second phone came in, I received a letter stating I have used my three insurance claims. I have had a cracked screen for months, my battery is draining, and when I try to unlock the screen the screen goes on and off and takes me literally five minutes to unlock. My account says I'm eligible for an upgrade but because I did the payment program I still have a good ways to go. I don't know what options I have except spending $500+ on a new phone. I don't understand how a defective phone was a claim on my insurance, especially after only less than a week of owning it.

Accepted answers

Verizon_Support

We certainly want to see your device experience improve. Asurion typically allows 2 replacements within a one year period. A warranty replacement sent to you through our warehouse would not have been relayed to Asurion as a claim. Are there any alternate lines on your account eligible for upgrade? We also offer Certified Pre-Owned options via http://www.vzw.com/smartphones.
YaleK_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

Snn5

Did you replace the defective phone with Verizon or file a claim on Asurion? Verizon is free and exchanges defective phones at no charge but the Asurion insurance requires a deductible to be paid for each replacement, for which you wouldn't use Asurion unless you broke, lost or damaged the device. You get 2 claims per year on Asurion. With warranty, Verizon will exchange a defective device many many times as long as there is no damage.

If you went the deductible/Asurion route, you will need to come out of pocket for a new device AND pay off the current device.

Warranty: Covers hardware/software failures and has no deductible or cost

Insurance: Covers damages and loss/theft and requires a deductible and max of 2 claims a year.

laurenw316

I don't remember paying a deductible for the defective phone. No matter what issues I've had with my phones, I have never been able to go through Verizon/warranty. I walk in the store and tell them my issues, they call Asurion. One phone I had wouldn't charge.

Thanks for the information. I may just need to go back to AT&T where they have actually helped with phones before automatically claiming it on insurance.

Snn5

Here's the rub though: IF Verizon filed your phones on Asurion, there would have been a deductible. My question is: Did you return these phones to a Verizon corporate retail store or a third party retailer who uses a different type of insurance?

Just doesn't seem right for 2 claims without deductibles to have been filed.

I might contact Verizon via phone for verification of information regarding the coverage you have and any past filings done on your account.

laurenw316

I went to the actual Verizon retail store. I know when I've paid the deductible for 2 phones. Just not sure about the defective first one. Not sure why I went through insurance instead of warranty with the charging issue.

Verizon_Support

Snn5

VZW_CSR:

I think what we need to do here is know WHY there were ANY claims made to begin with on a defective phone, and WHY there were 2 claims when only ONE phone was returned.

laurenw316

I'm eligible for an upgrade now but have to pay my balance on my phone before I can upgrade.

laurenw316

I had 1 defective phone (shouldn't have gone on insurance) 2 phones returned (1 with a charging port issue that I was told was water damage but they didn't look in the port). I tried to file a claim today on insurance and found out my insurance has been removed without my knowledge.

Snn5

Anytime you file an insurance claim and damage is found you are supposed to be provided with a photo as proof of the damage, as in this case, a photo of the moisture indicator on the inside of the phone or battery compartment, headphone port, charging port, etc....

Usually, if the damage is noted or claimed, no photo is needed, but if you return a phone for warranty reasons and state "no damage" and damage is found and the account charged for the replacement, a photo is then provided.

I think that given your info provided that the store may have wrongly classified both returns. However, I'm at a loss as to why there was no deductible charged.

Verizon_Support

laurenw316 We want to solve this riddle once and for all. We need to take a look into your account to see how things were processed. This is a public forum, so to protect your information we have two options. We can reach out to you via Private Message or you can reach out to us via 1/88-922-0204. Let us know how you want to proceed.
JoelR_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!!