Dropped my Galaxy S21 5G on 7/3/23 and cracked screen. Went to VZ store to see what my options were to get it fixed. I was advised by VZ reps that I would need to go on Asurion to file a claim and could get screen fixed for free. They also stated that asurion could have a tech come to me to repair. I filed a claim but my only option for free repair required me to send my phone off and be with out it for 3 business days (After receipt of phone, so more like 5 to 7 days). The other option was to pay $99 deductible and receive a replacement. I called Asurion to speak to a rep for assistance but all she was concerned with was selling whole home protection. I advised her that I just wanted to get my screen repaired. She mentioned the 2 options above and then told me if I went and bought a new phone VZ would reimburse me up to $2,000 in 14 business days. She said the reason I could not get free screen repair was because the screens for my phone were on backorder. She checked her database to see if there were any local repair locations that had part with but none were showing to have it. My problem with this is if the part is on backorder how are they going to repair my phone if I send it to them? I asked the Asurion agent to leave claim open while I did research. I called back on 7/5/23 and got another agent who advised that my claim had been closed out for the reimbursement option. I asked to speak to a manager and she advised me the same but offered to reopen my claim and provided the same two options. I went on line to schedule an appointment with ubreakifix (Asurion repair location). I was told that I wouldn't be able to schedule an appointment if they didn't have the part but was able to schedule an appointment not once but twice. when I arrived they told me they did not have the part.
If we the customer is paying for insurance monthly there should be better process to handle claims. If there is a backorder of a part there should be something Verizon can do for the customer. I have been a customer for 20+ years and this is my first claim. I have to say not very impressed with Asurion insurance.
LDKribbs We're sorry to read about the issue you're having with getting the device fixed. Have they given you a timeframe as to when they would be getting the part? ~Peter
It seems like we didn't receive a reply to our last message, but if you still need assistance, feel free to let us know and we'll be happy to help out.
~Freddy
No, I was only told it was on backorder.
As a friendly reminder, we are here to help. Send us a message, so we can get started. You can also contact us on any of our support channels. https://www.verizon.com/support/contact-us/
~Maria
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