Enthusiast - Level 1

Need to replace my phone due to damage, didn’t know what to do so I went to the Verizon store near my home.  The lady wouldn’t even let me in the store. (Yes, I understand the issue with Covid) She didn’t even try and help me she just gave me a list of phone numbers and said I had to call them to help me out. Went home and called service number got the run around about getting my phone relaced then was told I needed to go to Asurion to file an insurance Claim.  Tried to do that, was told was at my limit for claims but I was not.  Asurion found VERIZON made one of my WARRENTY claims an Asurion claim when it should have been.  Asurion told me to contact VERIZON to get it removed as it was not a TRUE CLAIM and it as a WARRENTY claim. Lady was nice enough to transfer me, after continues automated run around and waiting 20min finally got a representative.  Who I could I couldn’t understand when she talked and had to have her repeat things serval times. VERIZON rep said I had to call Asurion because they could not remove the claim.  EVEN THOUGH Asurion told us VERIZON had to remove the claim.  Here we go the back and forth where NO ONE wanted to help me get my issue resolved and NEITHER company would fix the ISSUE!  Was on the phone for 2 hours and all I got was the run round, got transferred from one service to another because each on was saying it was the other service problem!!!! And my issue was not solved, Then I was told I would need to be charged $11.00 a month in order to fix the issue and be able to make a claim on my phone! WHAT!!!!  They wanted to charge me more for the same service that already had!!! Didn’t get ANYTHING resolved so and found out that my DEDUCTIVLE price when up it was $99 now its $199 what is the point of having insurance when it’s almost the same price as a NEW PHONE!!!  Hung up the phone to just go back to the store and buy a NEW phone, went back to store, the lady at the store was so rude and didn't even try and help me! Finally, a man in line with us, advise us that a 3-party Verizon store could help us since they lady would not. And it was the lady who originally told me to go home and call the service number and I got the run around for 3 hours! Otherwise I would have been at the store and got a new phone then but no she wouldn’t help me then.  The nice man directed us to a store that would help us. Went to Costco where they had a 3-party service for Verizon. After a 4 hour run around got a new phone like I needed. This is all just been a nightmare and no one at VERIZON seems to care about customer service anymore, in person or even on the phone.  Even when I was getting my NEW phone at the 3-Party vendor the man before us was also having issues with Verizon we waited over an hour for him to get done but his issue was being resolved either the lady finally started helping us and but the time she was done helping us the man who was having issues was still on the phone with Verizon trying to get his issue fixed. SAD REALLY SAD!!!  Even got a text about how they did rated them a 1 and they as why tried to send a response back because they requested it and it said TEXT FAILED! WHAT, guess they really didnt want to know.

Side note do NOT got to the Verizon Store on Tatum and Shea, in Phoenix, AZ as they do not care about customer service and wont help you. The manager is very rude and not helpful at all! I have NEVER had such horrible service in my life!!! Verizon’s customer service is getting worse and worse that I am at the point where I am ready to switch carriers!!!! And I have been a customer since with Verizon since they were Alltel and the last few years their customer service is getting crappier and crappier for the price, I pay for my cell service!!!!! Very unhappy and disappointed in not only the in store contact customer service and the phone  customer  service  and could  barely understand  the lady on the phone!   Horrible Horrible  Horrible Terrible Terrible Terrible  Terrible customer service!!!!!  Very ANGRY and UPSET CUSTOMER!!!! 

Specialist - Level 2

Completely agree with you rather sad when your talking to yourself on phone as all you get is same script non answers and hung up on and some who go silent for hours i.e a supervisor 8 hours silent among 7 others in past month nothing is ever there fault or problem

Customer Service Rep

dmcclellan3, first and foremost we apologize for the experiences you've endured and want to thank you for your long time loyalty. The last thing we would ever want is for you to leave us. We strive to provide you excellent customer service when you engage with us. 

We offer different phone protection to our loyal customers like yourself. 

Depending on the make and model phone you have the deductible that is paid to Asurion will vary. 


Wireless Phone Protection is a device protection option that gives you: Coverage for loss, theft and damage (including water damage) As soon as next-day device replacement Unlimited cracked-screen repair for $29/claim for select smartphones and subject to parts availability* For Florida residents only: Coverage for post-warranty defects ** Note: If your device experiences a defect after the warranty expires, it won't be covered (except for Florida residents). *Check eligibility, which is subject to change. Eligibility and repair options will be determined at the time of claim approval. **In Florida, Wireless Phone Protection includes coverage for post-warranty defects (deductible applies).


Take a look at the Wireless Phone Protection FAQs.


Total Mobile Protection is a device protection option that provides:

  • Coverage for loss, theft and damage (including water damage)
  • Coverage for post-warranty defects
  • Access to Tech Coach experts which can provide answers to your toughest questions about your device and virtually everything it connects to
  • When traveling internationally, in many destinations expedited claim fulfillment for replacements. Or for select smartphones, quick reimbursement for cracked-screen repairs
  • 24/7 claims service, so you won't be without a device for long
  • These device protection benefits as well, which are available for select smartphones, subject to parts availability:
    • Same-day device replacement and setup (for select smartphones)
    • Unlimited, fast cracked-screen repair for $29/claim as soon as same day
    • Battery replacement at a Verizon Authorized Repair Facility

Take a look at the Total Mobile Protection FAQs.


When we replace a phone that does not have physical or liquid damage, that replacement is not part of an Asurion claim and does not impact the claims that you make with Asurion. 


We want to make sure that you are able to submit your feedback regarding your experiences. If you have the My Verizon mobile app, please open the app and scroll to the bottom of the screen. You can provide your feedback by tapping on the "Share your two cents" section.