On November 25th i called 611 to begin the process of filing an insurance claim for my Goole Pixel 3xl. I was transferred over to Asurion after explaining the situation to one of your customer service representatives.
After getting on the phone with Asurion I explained my situation, in that I had dropped the phone months before the 25th and the screen had cracked but it was only a small crack, the phone worked fine up until November 23rd and I had not dropped the phone again or spilled anything on it, on this date I was on vacation in Tampa Florida.
As I was getting in an uber home that night/morning, i pulled out my phone for the first time in several hours and noticed that the screen was now unusable and it was emitting a very bright greenish/yellow light.
One of the people i was visiting in Florida had a spare Google Pixel 2XL that he could lend for my return flight. He took my sim card out of the Pixel 3 and placed it in the Pixel 2.
After being on the phone with Asurion for some time I was told that they could not go through with my claim because it showed that I was calling from a Pixel 2 and it looked like I was misrepresenting which phone I had owned for the insurance claim.
I told them what I repeated in this post previously and they still were unable to process the claim, at which point I was returned to Verizon and was speaking with a rep named April, who assured me that she would be able to sort everything out.
April said that I need to prove that I was in possession of a Pixel 3XL, in order to do that, I had to take the Sim card out of the Pixel 2XL and place back in my broken Pixel 3XL.
After 2 hours April said she would call me back and finalize everything. I gave her my mother's phone number, as i was unable to pick up any calls on the Pixel 3XL.
During the 2 hours, I had begun to reconsider whether I wanted to pay an additional 200$ for a phone that did not have that much money left to pay off, when April had called me back after 11:30 PM Eastern, I told April that I had made the decision that I did not want to pay the 200 deductible for a replacement Pixel. I would be making the switch back to an iPhone and buying a new phone at an Apple store.
April then proceeded to tell me that she would essentially waive the 200 deductible price by issuing an account credit for the same price, because of the late hour and with this new piece of information, I told April that I needed to rethink everything over because i was unprepared for such an offer.
April said she would call me back the next night at 8PM after her lunch break, she even gave me an employee identification number, and assured me that everything that we talked about would be written up in notes on my account, I requested an email to be sent to me, but she reassured me of the notes on the account.
The following night i did not receive a call but with a working phone and my upcoming travel for Thanksgiving, i did not feel the rush to call right back, feeling safe with the knowledge given to me by April.
I finally had the chance to call back tonight December 2nd. I waited on the phone for over 50 minutes and was connected to Fred, I began to explain everything to Fred and he then proceeded to tell me that a 20$ credit was issued to my account and not the 200$, confused I told him to check the notes, as April had assured me they were attached to my account, which would make anyone able to handle my case.
Fred then proceeded to tell me that unfortunately there were no notes of what April had told me and that because of that, I did not have much of a case.
I told him the phone call was recorded and to go to his supervisor with that, so that I could prove my case, Fred told me that unfortunately that he was unable to do that and to file a complaint with Corporate because they would be able to review my case, he did offer me an additional 25 dollars, saying it was the best he could do, right before he hung up, he notified me of 2 20$ credits, I said that I do appreciate that, but I was lied to flat out by one of your representatives and that is unacceptable.
I would like to file an official complaint against April and have my conversation with her reviewed by Corporate to show that she offered me a 200$ statement credit and that she entered the incorrect amount into the system. I do not appreciate having to spend 5 hours just to be lied to by one of your representatives. I have been a customer of this carrier for many years and this is not how someone should be treated after being told something by an employee of yours.
Lemme get this straight. You want to complain you received $20 for nothing and are upset because it wasn't $200 free dollars instead?
Getting $20 + another $25..I wish I had your problem.
I am sorry for any inconvenience and we want to assist in any way that we can. I have sent you a Private Message to continue. RosanneM_VZW
I guess it makes sense that another customer service rep would tell me one thing and then turn around and not follow through with what they said.
I still have not received a message.
The same situation happened to me twice. The people on the chat services and the people on the phone make promises and statements that are false once the bill arises. I say all of us contact our federal government officials and other government entities charge with watching corporations to let them know about these unfair business practices including Verizon's inability to
1) Explain billing cycles
2) Explain fees
3) reimbursements (they force you into credit payments that never come into existence) resulting in double payments
4) Refusal to allow you to speak to management (they place you in queues that recycle the same message and or music)
5) Refusal to honor what staff have sent in writing that back up the customer's premise.
The Better Business Bureau should be contacted as well as the District Attorney's Office.
It's best that you avoid talking to another human all together.
Humans make mistakes.
If you need to get your Google Pixel replaced from damage and you know you have the Verizon Total Protection Plan on your Verizon Bill, it's best to go right to the asurion website and fill out the online forum.
There will be a deductible. And the website won't care what device you're filling it off on, compared to what your experience was with asurion checking what device you were on because you were going the app/call route.