I am writing to formally express my dissatisfaction with the service I received regarding my recent phone claim. On [insert date], I dropped my phone and contacted the Verizon store to explore my options for repair or replacement. I was informed by an associate that my phone protection was active and provided with the necessary details to process my claim through Asurion.
During my initial call to your customer service, the agent assured me that I could proceed with the claim despite the "Find My Device" feature being active due to my broken screen. After gathering my information, the agent informed me that I would receive my replacement phone later that day between 7 PM and 9 PM. While I appreciated her assistance, I found her persistent attempts to sell me a home protection plan to be inappropriate, especially since I was at work and seeking assistance with my current issue.
When the phone did not arrive by 9:30 PM, I called again and learned that my claim was under review due to the active "Find My Device" feature. This information was not communicated to me during my first call, which caused confusion and delayed resolution. Had I been informed initially, I could have opted for an immediate screen repair at a kiosk.
I am disappointed with the lack of support and clarity in the claims process. While I accept responsibility for breaking my phone, I feel that the focus of your customer service team on sales over genuine assistance is detrimental to customer satisfaction.
I hope that you will take my feedback into account to improve your customer service approach.
Start a new topic or ask questions in the open forum.
