Hello,
Who can I contact at Verizon for assistance with issues regarding a replacement device when I have insurance? On 1/25/24 I submitted a claim to have my damaged Pixel 6 Pro replaced through my Verizon insurance. After I submitted the claim the order was cancelled and I had to have yet another claim started to have another phone sent. This was a huge problem because I had to commute to work without a working phone. When Asurion finally sent me the phone, unbeknownst to me it was a refurbished Pixel 7 pro. The device they sent me has a lot of issues and ultimately was not functionable. The phone constantly turns itself off and freezes(every 5 minutes). I went through both Verizon and Asurion customer service and spent hours on the phone troubleshooting with no success.
On 2/2/24 I spoke with a manager at Verizon who stated they would put in an order to have a new replacement device sent, but first made me fill out the customer satisfaction survey giving them a '5' before they would process it. I completed the survey and she said she had put in the request and that I would hear from someone at Verizon by 2/5/24. I never received a callback.
On 2/7/24 I again had to call Verizon customer support to try to resolve my issue and was on the phone with a representative for over an hour who told me she was able to apply a promo to have a new replacement phone (Pixel 8 for no additional charge.). After giving the rep my updated address, they still sent the phone to an old address where I had to drive an hour to pick up the phone. I received the phone on 2/9/24 and discovered that the representative added an additional line to our account under the new Pixel 8 instead of on my current line.
Now today 2/11/24 I went to two different Verizon stores in my area and received no help from the employees who said they cannot help me and just instructed me to call Verizon customer support. After I spent another hour on the phone with Verizon customer service and a supervisor I was ultimately instructed to go through more hoops. They told me to send back both the Pixel 7 pro and Pixel 8 to Verizon and that I would receive another Pixel 8 at no charge and they would remove the new line that was added. I still do not know if the issue has been resolved on Verizon's end and would like to get in contact with someone that can actually help me with this issue. I need to make sure that when I get the new phone it will be under the correct number. Needless to say this has been an extremely frustrating experience and large inconvenience.
