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Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
LOUCIFER13
Member

After calling Verizon, stopping by the store, speaking with several sales reps in person and on the phone, I was repeatedly assured that Asurion would repair my phone.  When I was sold the policy, the pitch was a $29.99 screen replacement charge.  It's the only reason I purchased the insurance.  For the last two days, I have heard the Verizon company line that Asurion would take care of me.  Two calls and an online chat later, they pretended to help me find a local authorized repair center.  After some research, I discovered that Asurion does not offer screen replacement on the Google pixel 2 and my only option through them is refurbished phone for $199 deductible.  Should have read the fine print, but...

This is a total scam by Verizon and Asurion!  While I accept full responsibility for buying the policy without reading the details, I have been flat out lied to SIX times in two days!  If the screen isn't covered, no prob... but don't be unethical about it.  I found a local fix for $129, took about 75 minutes.  Cancelling my policy tomorrow.

Labels (1)
Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
vzw_customer_support
Customer Support

Oh no, Loucifer13. We would never want our customers to feel this way about their coverage. With regard to the insurance we do not know of the different phone models that are not included. However, we do understand that this was a option provided with your current phone. I am happy to see that you were able to get your screen replaced, but I would not remove the insurance coverage. You may lose it or damage the device which would only charge a deductible for your replacement.  

Jasper_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!!

Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
triggs23
Member

I've had the same problem with a different phone. The fine print (so it seems) in the Verizon contract is that any phone replacement for damage that isn't a manufacturer defects, lost stolen etc, for a smartphone is a flat 199$ rate. The asurion is a completely separate entity from Verizon and says it will cover phones, but at the same time the small print is the same regarding damage. =( So in summary the only difference in insurance coverage between Verizon and asurion is (other than being separate companies)  you pay asurion every month for coverage on manufacturer's defects, theft, lost etc but they won't cover damage. And Verizon themselves only cover the same things as long as its still in the warranty coverage replacement window from the day of the device purchase.

​Content modified as required by Verizon Wireless Terms of Service

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Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
Coredumpster
Member

Ugh, finding this out firsthand myself.  My wife has the same coverage on her iPhone and got her screen fixed at local uBreakiFix store same day.  They also repair the Pixel 2 XL which I have, yet Asurion claims there is nowhere local in Chicago that can fix it, so I have to mail them the phone and wait several days.

This smacks of false advertising, as I was told it was covered when I bought it, and my wife did have a positive experience with her iPhone.  If the screen repair service is an iPhone only deal, then Verizon needs to stop trying to sell this to non-iPhone customers.  I am cancelling the insurance, and paying out of pocket to fix it for less than I will ultimately have paid the bogus insurance costs.

And the passing of the buck by support to put the blame on Asurion is pathetic.  Verizon are the ones selling this and advertising it, don't hide behind fine print!

Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
verizonistheWORST2

absolute same thing happened to me with my Pixel 3A!!   Verizon is claiming no responsibility but they are responsible for offering insurance on a phone that the insurer doesn't cover!!! It is so extremely frustrating.  I am going to file a claim with the BBB and also my attorney general.  I suggest you do the same. 

For anyone reading this- DO NOT GET ASURION COVERAGE ON YOUR PIXEL PHONE!!! Verizon will offer it to you, but Asurion cannot REPAIR your phone.  They can only REPLACE it and you will be stuck with a HIGH DEDUCTIBLE.

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Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
verizonistheWORST2

Pretty sure it is insurance fraud for verizon to offer Asurion for a phone that Asurion doesn't repair.   Verizon sold me based on the $29 screen replacement.    I will be contacting my attorney general.

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Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
verizonistheWORST2

exactly.  Verizon is responsible as well.  This is a class action lawsuit in the making.

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Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
Tigerstep
Sr. Member

Insurance fraud is adding insurance after the fact -- this ain't it.

As much as I don't care for Asurion, they make it super simple to find this info online for screen repair eligibility.

www.phoneclaim.com/verizon/

You're not getting any lawsuit out easy to find info. It's not even burried in fine print, it's in plain sight.

Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when ....
vzw_customer_support
Customer Support

verizonistheWORST2, We know that understanding your options for insurance is important. It's never our goal to mislead our customers. The details regarding insurance components and available, here: https://www.verizonwireless.com/support/file-a-claim-faqs/ . Under #5 it states "Eligibility for cracked-screen repair or battery replacement is determined through the claims process. It's available for select smartphones in select locations and is subject to parts availability and extent of damage (cracked front screen only)." 

 

As, Tigerstep mentioned, you can also use this link (www.phoneclaim.com/verizon/) to check what repair and replacement options are available for your device. Simply enter your mobile number, phone make and model and area zip code. 

 

I hope this information is helpful. Please let us know if you have further questions. 

 

TanishaS_VZW

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Re: Why do Verizon sales reps claim that Asurion covers a replacement screen on this phone when they know it isn't covered
mama23dogs
Sr. Leader

Asurion provides insurance through all major and many smaller carriers not just Verizon.   
there is more than enough information before you even get to the fine print that warns you that your phones screen may not be covered for the $29 repair.

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