Verizon encourages and promotes Asurion insurance for the purchase of equipment they sell. I have had this insurance for many years. In a recent problem with a dead battery on my 2 year old phone, I was told by my local Verizon rep that it was best for me to file an insurance claim than to purchase a new phone battery. I called Asurion to file an insurance claim and was told they could upgrade my phone at NO cost to me except paying the balance of my old phone, $35.00 for an upgrade fee, and sales taxes on the new phone. Additionally they offered a promotion for an iphone watch for ONLY $5.00/month, I agreed. First months bill increased by $27/month for the watch AND $23/month for the phone. After several calls to return the watch that I was mislead on the costs, I received, after three requests, the return label and shipped it out. Upon confirmation that they received the returned watch, I called to get my bill adjusted to reflect the return. I was refunded the watch costs but was told I agreed to the additional costs of the phone....WRONG! I was then directed to the website to see the disclosure of the new charges. A disclosure that I NEVER signed yet Verizon produced....how convenient is that! So Verizon can increase a customer's monthly charges for something that wasn't agree to, signed for, and expect me to pay, I don't think so! Misrepresentation won't get you very far as there are ways to settle disputed claims publicly. Finally, after seven Verizon reps (the last being a supervisor), hours on the phone explaining how things occurred and were misrepresented, documenting all of the phone calls, refusing to accept the terms of their disclosure that I did not sign nor authorize, they conferring with Asurion, I finally get satisfaction that all of the newly unauthorized charges, fees, and contract increases have been removed from my bill and I will retain the new phone and expected monthly charges. Now I have to wait to see that the next monthly bill has been corrected as they say it will be. What a fiasco!!!
Asurion is a complete ripoff. I was sold this coverage, then later told that the coverage will not cover repairs or replacement of my device. The deductible was more than just paying the repair center out of pocket. Complete waste of time.
That's not even getting into Verizon's dishonest billing and opportunistic mistreatment of their customers.
This is never the way we want you to feel, and we are here if you need any assistance. If you are still having issues, let us know.
~Freddy
Why not give some information to the issue rather than just apologizing? I think it's pretty clear that there is some misunderstanding about how Verizon/Asurion insurance works as well as some unawareness of the Verizon Extended Warranty. I'm not sure what your guidelines are on handling these inquiries, but the request was only two days old when you replied. This person was likely still in need of information.
What assistance are you offering or suggesting? Can you refund me the money for the years of Asurion coverage? Can you send me a new phone? Can you take down the entire Verizon system from the inside? What assistance can you give me at this point?
We are truly sorry to read about your recent experience. Our goal is to provide the support you need. We wish to regain your trust and overall satisfaction.
For more Asurion info, click on this link: https://www.asurion.com/verizon/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
If I recall correctly, battery issues are covered under the Verizon Extended Warranty. Make sure you have Verizon Mobile Protect or Total Equipment Coverage on your device and call Verizon for technical support. If after troubleshooting the device, the issue can't be fixed and it's covered under the warranty, they should get you a working replacement shipped out to you.
If you go into your My Verizon app under Bills, you should see "Next bill estimate" about half way down that page. Once the promotion is applied to your phone, you should see the credits there in the breakdown of the same phone number.
Assurion is not Verizon. It does not sound like you spoke to asurion because asurion does not upgrade your phone. Absolutely none of that conversation sounds like you were speaking to asurion
Start a new topic or ask questions in the open forum.
