Was convinced to buy into the mobile insurance plan when I signed up with Verizon almost two years ago. Just last Friday I finally need to utilize it, so I file a claim through the myverizon app. Or so I thought it would be.
I was redirected to Asurion which wasn't really a surprise as they almost hold a monopoly in their field. After filing my claim I get the 3 options of mail in or store repair for $0, or a $99 replacement fee for a new device. I chose store and all I see is "head to a location near you" thinking it means a Verizon store. Turns out it's not and I still don't know where I was expected to go.
At the Verizon store, the manager calls someone and asks if "we still service Moto(rola)", which he is told "no" and then tells me to "take it somewhere else". That's it. I then get a text from some phone repair store stating they received my claim and do not provide repairs or any service for my device.
At this point I figured I've already made the claim and the policy wasn't valid for my device to begin with, so I cancel it in order to save $40/month. I get on live chat with an agent to see if something can be done and it is at this point, late Friday night, that my days long snipe hunt begins.
After being passed on to the next agent who the previous promised will know what to do to help, I am told to go back to the Verizon store and tell them I need a replacement and to put it on my bill so the waiver the agent put in would pay for it to make up for the fact that they simply will not reimburse any of the money they knowingly and wrongfully took from me.
At the Verizon store, yet again, I am told I am not going to get a replacement, this time because I owe a small amount on the device still and needed to pay this month plus that before getting a replacement. Almost $600.
I left, got BACK on live chat and this time the agent decided to be the first one the entire time to mention "you should have been talking to Asurion, and yeah, you have to lay your device before you can get a replacement. Doesn't matter what the previous agent put in place for you or said". They also went on to tell me that if I had hovered over the little "i" icon on the site, that a pop-up would have told me to contact Asurion.
Yes you read that correctly. If you didn't previously know somehow that Asurion customer service hotline is the one you need to contact after making a claim then all you had to do was HOVER OVER A LITTLE "i" ON THE PAGE! Who is going to think do that?
Hello, smorgasdorgan. Help is here as I apologize to hear of your experience. You deserve straight forward answers regarding your phone. Let's work together to ensure this happens. Please tell me more. What happened to your phone that caused you to need to file a claim? I see you stated you removed the coverage for $40 per month. Just to confirm, are you stating you removed the insurance from your account completely?
-Natasha
Yes I removed it completely because if it did not cover the device I was not about to continue paying like a fool.
Thank you for this info, smorgasdorgan. What happened to the phone?
-Natasha
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