Customer service rep did not add insurance on my plan
aetter3
Newbie

A few weeks ago (October 25) I went into a Verizon store and switched over to them from Sprint. The employee gave me a $300 credit for my phone and I got the iPhone 5C and a bunch of other stuff with the money I had remaining. I told him I wanted the insurance that is $10 extra a month and the military discount to get 15% off. He told me it would not be a problem and he would take care of it. When I left the store I did not get a receipt or anything for the plan I created, only one for all of the extras I got with my remaining credit. Well this past Saturday when I was leaving the grocery store my phone fell out of my pocket and the screen broke. I went straight to the Verizon store when I got my phone and told them I needed it replaced and I had insurance on it. They told me I do not, so apparently this employee did not add that on nor did he add on the military discount and the guy who created my account is out on vacation. They gave me his personal cell phone number and I called and left a voicemail on Saturday and he never got back to me. Since then I have called Verizon customer service twice and they are telling me they cannot do anything until they speak with the employee to see if he just forgot to add it on. Initially they said he would be back this past Tuesday (the 12th), but apparently he has not been back yet. The last time I talked to customer service was today and he is still not back and they are telling me they still cannot do anything until talking to him, and his coworkers do not know when he is going to be back. So I have to walk around with a broken phone until they talk to this guy (which no one seems to know when that will be) when my phone should have been fixed already but isn't because of something he did not do. Like I said, I received no paperwork when I left the store showing my plan or anything so I did not know if it had really been added or not. I want to know what steps I can take to get this resolved and my phone fixed like it should have been days ago. I paid $430 to end my contract with Sprint to switch to Verizon and had been with them a little over two weeks and this is what I have to deal with already. It is very frustrating that as a new customer these are the steps they are taking and nothing is getting done with my phone. If anyone has any suggestions I would greatly appreciate it. Thank you.

Labels (1)
  • Apple

0 Likes
Reply
13 Replies
Not applicable

Well just a suggestion. go to http://www.verizonwireless.com and register for account access as the owner. Under your plan and features it will show if you ever had insurance. The long receipt you were given at time of sale also would show what your plan is, what insurance you carry, and the price you agreed to pay for all these goods and services.

If no insurance was obtained and you did not check before leaving the store, you will have to either go to an Apple store and pay for the screen replacement or just pay full price for a new device. Damage via breakage or water or theft is not covered under the one year manufacturer warranty. That is on any carrier not just verizon.

Its an unfortunate situation but you cannot blame verizon if you yourself did not check the receipts before you left the store.

As I said they are copied to the online account portal. I believe a corporate store can also do a reprint for you.

Good Luck

0 Likes
Reply
ttipgem
Master - Level 1

Also to add, receipts are  typically either emailed to you these day or are in the "Documents" section of your My Verizon account.

However, you would have electronically signed the receipt before you left the store and it would have shown everything.

And it is prudent to check the receipt(s) and your account IMMEDIATELY after the purchase.

0 Likes
Reply
aetter3
Newbie

I did not receive any paperwork for my plan when I left the store. The only paperwork I got was a receipt for the extra charger and car charger I got with my credit. Nothing with information of my plan or anything like that.

0 Likes
Reply
ttipgem
Master - Level 1

Yes, you said that. 

But the rep should have had you "electronically sign" the receipt for the phone and the plan. 

And do you see it in your My Verizon account?

0 Likes
Reply
Not applicable

If you are the account owner check the my verizon web portal for your receipts and plan particulars.

Or simply go to the corporate store and get a bill and plan reprint from them.

Remember even if the guy at the store included the insurance in the transaction it would not have taken affect until your first invoice which you would have to pay.

Good luck

0 Likes
Reply
NewIPhone5cUser
Enthusiast - Level 1

I don't think its her or his fault that the Verizon employee failed to add his/her insurance onto his/her plan! Now this person is stuck with a cracked screen and you have the nerve to tell him/her is THEIR FAULT..I think you could have left that bit out. I'm pissed and it didn't even happen to me. If you ask for something you should get it! I think the person is explaining that they made it CLEAR they wanted their phone ensured and the Verizon Employee FAILED to do his/her job. When you buy a new phone, and a bunch of accessories you want to be able to walk out of the Verizon store confident in your purchase and have fun exploring your new phone...not having to check, not to mention decipher, the receipt to see if the employee did what you clearly asked for. That falls on the employee. And I'm sure disappointed with whomever answered this poor person with all the accessories for a phone with a broken screen, that has ALREADY been PAID FOR, who can't use their nearly BRAND NEW PHONE because of the incompetence of a Verizon Wireless Customer Service Rep/Sales person! I know that wouldn't fly at my work, Nordstrom, that's why they are known for the best customer service out of any company in the united states, if not the world! If you have a problem, no employee or manager would EVER blame you! There would be no questions asked replacement or full refund of whatever that person purchased or even CLAIMED to have purchased. Not to mention this person mentioned their military discount, so they obviously served... put their life on the line for us and this veteran/active military personnel can't have their brand new phone taken care! But can pay in full because of a verizon wireless sales person's mistake! Thanks for serving us who ever you are, and I'm sorry you are in the predicament that you are it isn't fair.

0 Likes
Reply
HappyHelper
Specialist - Level 1

It's common sense to double check something important.

0 Likes
Reply
NewIPhone5cUser
Enthusiast - Level 1

Your exactly right it is common sense to check something important. The sales person should have doubled-checked the needs that the customer expressed and ensured that all those were properly met to the paying customers' requirement,before the sales person facilitated a money transaction with that customer.

Wow, Verizon Wireless does not train all of their employees to respond in a polite and helpful manner, do they? Also, obviously they don't train them in the art of sales and how to get repeat business/clientele. Even though it's just well... "common sense" really, but apparently not to every employee.

0 Likes
Reply
HappyHelper
Specialist - Level 1

In a perfect world you're right. In reality, the insurance was more important to the customer than to the sales rep therefor it should be double checked by the person affected by it. As bad as it sounds, it's the way it is.

0 Likes
Reply
Not applicable

The simple answer is you are taking the posters word. I will assume that if the person had not shattered the screen then there would have been time to add the insurance on if need be. Because of the customer not reading or decipher the receipt rest squarely on the customer. The customer signed the receipt and I have always been given a print out of what I signed, yes its a long receipt and it has terms and conditions printed on them, contract terms, receipt for device and accessories and INSURANCE if you request it. But you read the whole thing and this would have been avoided.

Please no military comments, I was honorably discharged from the Army back in 1975 and I don't expect any special treatment because of it.

Some companies as the one you work for and mentioned may take caring for the customers to effect a sale, but Verizon Wireless evidently is not the guilty party here. You as a customer must read and research what you are buying for your money.

Perfect world or not, we have to step up and take responsibility for our own actions or lack thereof. In comparison there are far many more Verizon Wireless locations than Nordstroms of which there is not a one where I live. Smaller companies often give better service over larger more money grubbing corporations.

Walmart where I live give excelkent customer service, more so that Sears and JC Penny. Please remember both of the latter are on their way out as businesses. But they were like where you work for over a hubdred years. Think.

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Having a cracked screen can be very frustrating aetter3. Allow us to help get to the bottom of your equipment concerns. Was the phone purchased at an indirect store location or a corporate Verizon Wireless store location? In addition, when insurance is added to your account, there is a monthly insurance charge on your bill each month. Unfortunately, once a phone has been damaged, insurance can not be added to the phone or replaced under insurance. You may have the ability to visit an Apple store location to inquire on replacing the screen only. This may be less cost effective, than purchasing a new phone at full retail cost. 

Thank You,
MichelleL_VZW
VZW Support
Follow us on Twitter @VZWSUPPORT

0 Likes
Reply
ROBBRA14
Newbie

I am also a member of the military that had this same issue come up recently. I've found my email with proof that mobile protection was purchased. I'm interested in getting in contact with you so that we may document and react to this trend of verizon discriminating against military members. This incident with the insurance and a soldier is not an isolated one.

0 Likes
Reply
LawrenceC
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

0 Likes
Reply