About a month ago I purchased the new #Samsung Flip for my granddaughter who is in college. I purchased through Verizon Wireless, who gladly sent it to her using her college address. I also insured the phone, as I do all 13 phones, tablets and watches on my account. My granddaughter sat the phone on her desk and it slid off cracking the screen! Totally her fault! I got on Assurion.com's site and filed the claim. However, when I gave them my granddaughter's address at her college, I was told Assurion would not send the replacement phone to her. They wanted to send it to me and then have me go to UPS or FedEx (the same services they use) and send the phone to her on my dime! This made no logical sense to me! Her school is over 30p miles from our home and we were traveling in our RV at the time and would not be back home u til Christmas.#Assurion's second solution was to send the phone to a friend's house and have them resend the phone to my granddaughter's school address! So, I called Verizon to complain. Initially I was told there was nothing that could be done since #Assurion is not a Verizon company. My argument was that I pay for Assurion via Verizon and Verizon does not give us a choice of insurance companies…Assurion is all the offer, My Verizon bill is over $1400 a month and I told them doing nothing was not expectable ! I was eventually transferred to a 2nd line supervisor. She was amazing! After she spoke with Assurion, she agreed that their policy regarding not sending the replacement phone to my granddaughter at her school address made no sense. So, Verizon sent my granddaughter a new Samsung Flip! I paid the deductible that I would have had to pay with Assurion and Verizon Wireless sent her the new phone (on their dime) to my granddaughter's school address. When I asked them if they would collecting the additional balance, as this is a $1000 phone, she told me that they had no way to collect the additional $800 from Assurion! 2 days later my Granddaughter had a brand new Samsung Fli
We have been Verizon Wireless customer since they purchased AirTouch in the 1990's and this is one of many reasons we have never considered leaving them.
Thank you Verizon for listening to our complaint and fixing it! You are the greatest!
As a long-time and valued customer, we thank you for taking the time to share your feedback with us. We thank you for your kind words too, and we're always here to help you anytime.
After all, please remember, as a valued customer, your account concerns are our concerns too. We're glad to hear that we were able to address and resolve your concerns. Thank you so much for your kind words too.
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