Asurion and Verizon is a joke.

[xenonxeric]

So i damaged my Note 3 on Friday, did a claim as the entire LCD plate is cracked and unusable.. the screen wont come on but i can hear my phone notifications and bluetooth works.

Anyway the lady i talked to on the phone told me that they were out of the Note 3 phones, and tried to keep forcing a S4 down my throat. i asked multiple times how this phone was comparable to my Note3 she told me they were the exact same phone only one had a larger screen.. (really!!!)

This is my second time having issues with Asurion and their lack of giving a fly crap about customers. because when Verizon runs the whole sales pitch on why you absolutely need insurance on your device because "if you break it they replace it, or give you one model better if they dont have it." (been a customer a long time and i hear this speech every 2 years at upgrade time.)

Note 3 Vs S4

1. screen size not the same
2. Battery life not the same - (2600mah S4) (3200mah note 3)
3. processor/gpu/ram not the same
4. S-pen not the same
5. 4k video capabilities not the same
6. Cost.. $99 for an S4 vs $299 for a note 3 (not the same)

I was told that these phones were on back order because of Samsung not supplying them, and that they could be available in 3-10 business days but there is no guarantee when they will be in and can take up to 2 weeks!!

So what is it that im supposed to do exactly Verizon? am i supposed to be phone less for "up to 2 weeks"? while still being charged for my service? Am i supposed to take a sub-par replacement phone, that doesn't even compare to my note 3? (just because its white and says Samsung is really the only similarities they have)

this is an insurance company right? i have been paying this company every month for the last 10 years.. why cant they send me a new note3? its not my fault they are out of stock. nor is my fault that i don't want to take a lesser phone. Why cant they send me to my local Verizon wireless store with a phone call and pay for it out of their pockets? that's what im paying for right?

"Per the program Terms & Conditions, your replacement device could be new or refurbished/re-manufactured."

• so wheres my new Note 3? all the stores in my area have them ( i checked yesterday)

"In the event that your claimed model is out of stock and you do not accept the comparable replacement device offered, the original device you claimed will be placed on backorder and will be available for shipping when it is back in stock. Placing a device on back order will most likely result in a shipping delay.

In certain cases, devices are no longer available. We work closely with Verizon Wireless to determine comparable devices for instances when a model is not available."

• The G2 is closest comparable model to the note 3 in terms of battery life processing power and graphics, why aren't i offered this?
  
  

So i pay $299 for the term of my edge program, yet the insurance program im paying for to protect my device wants to offer me a phone $200 less with less features, less battery life less processing power and less Gpu power. and thats it? now i have to wait and be inconvenienced by Verizon and a penny pinching insurance company that in my 2 insurance experiences has always been out of the good phone you buy and wants to push a lower phone on you for the same price?

im close to dumping verizon. the same old story is getting old...

[#2]

You're issue is with Asurion not Verizon and dumping Verizon won't help in that regard because ALL the carriers use Asurion as their insurance provider

[xenonxeric]

Thanks for the reply.

My issue is clearly stuck between the two which is why i have included both Verizon and Asurion..

Asurion claims they can only offer replacement phones that Verizon allows. in this case apparently Verizon thinks its OK to offer an S4 to replace a Note 3. if you want to talk money the S4 is priced out of contract at $499 and the Note 3 at $749, if both phones are comparable whats the $250 gap for?

so as with all things i talk to verizon they point fingers at asurion and asurion points fingers at verizon and samsung.

so here's the deal in case you missed it. According to Asurion, Verizon says i can get a note 3 or a S4 to replace my note 3 and THATS it. this is per Asurion.

So lets compare the 2.

Note 3 per Verizon: $749

• Processor: 2.3 GHz Quad Core
• Memory: 32GB on board memory + 3GB RAM (actual formatted capacity is less)
• Supports up to 64GB microSD Card (sold separately)
• 5.7” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
• Enhanced S–Pen
• Standard 3200 mAh Lithium Ion Battery
• Usage: Up to 24 hours
• Standby Time: Up to 21 days

Samsung Galaxy S4 per Verizon:$499

• 16GB on board memory + 2GB RAM (actual formatted capacity is less)
• Supports up to 64GB microSD Card (sold separately)
• Processor: 1.9 GHz Quad Core
• 5.0” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
• Battery: Standard 2600 mAh Lithium Ion
• Usage: Up to 17 hours
• Standby Time: Up to 12 days

LG G2 Per Verizon: $569

• Memory: 32 GB internal (formatted capacity is less)
• Processor: 2.26 GHz Quad–Core Processor, Qualcomm® Snapdragon 800 MSM8974 Chipset / 2 GB RAM
• 5.2” Full HD IPS Display: 1920 x 1080 resolution, 16:9 aspect ratio, and 423 ppi
• Standard Battery: 3000 mAh SiO+
• Usage Time: up to 18.2 hours OR
• Standby: up to 11.4 days

So i pay a company money to replace my phone with an exact phone or a product just like it. Clearly you can see here the LG G2 is the most acceptable replacement when it comes to the Note 3.

you say its not Verizons fault. while in all honesty their hands are just as dirty as Asurions

so again my question still remains.

1. am i supposed to wait, and continue paying for air time that i don't use? (good for Verizon bad for me)
2. am i supposed to take a phone that's value, purpose, and function is less then what i bought? (good for Verizon bad for me) -$250
3. why cant i be credited a brand new phone as their insurance claims? because they are out of refurb garbage? (good for Asurion bad for me)
4. why cant i be offered something that inst a slap in the face like an LG G2? the most comparable spec wise to the Note 3?

is it all about money? what about the customer? ideally i shouldn't have to consider an "alternative" replacement on a phone that is still considered new! replace the phone with an in stock refurb, if no refurbs send out a new phone. there is no shortage on the Note 3 at this time... and the Asurion contract clearly states "NEW or refurbished" well they dont have an refurbished.. and the phone is still being made so wheres my new note?

so yea Verizon can authorize new phones be sent out to insurance holders if they so please. Asurion works for Verizon not the other way around. which is why my problem is with both companies..

make sense?

[pherson]

No, it does not make sense.

A sur ion is the insurance company who gives the replacement.  If Verizon did the replacement there would be no need for Asurion.

If you don't want to take the replacement that they are offering that's your problem. They are trying to get you into a phone.  You denied.

If you or a family member or friend has an older phone they aren't using, activate it until your note comes. Or....suspend your line without billing until it comes. That way you won't pay for service however you will not be able to access vm.

balls in your court over this one guy. What will changing to another provider prove? Nothing.

[xenonxeric]

seems to me there's no support on these forums.

not sure how anyone that owns a new phone can say they would happily take a downgrade. i guess its typical until someone is put in the same position.

either way i suppose its time to evaluate where i chose to spend my money. either with a new insurance provider or carrier that doesn't provide garbage for insurance replacements.

its clear to me that the general consensus of this forum is that most everyone is just fine with paying for a higher priced phone for features and having something happen to and getting stuck with a lower priced phone with less features. i guess im out of line for expecting more. 

anyway if you are note 3 owner with insurance hopefully by the time you drop and break yours they aren't offering OG droids for replacements..

how many of you work at Verizon stores? might explain the cookie cutter responses.

[Samtheman]

I realize this is old, but you needed to talk to the right person at Asurian.  I have had your same issue 3 times.  All 3 times it took me about a dozen calls, and over 5 hours but I finally got an acceptable phone.  I always buy 32GB devices, and they never seem to have them in stock.

1st Device was a 32GB Galaxy S3, they kept trying to give me 16GB.  This was right after the GS4 came out.  Finally after hours and hours, they agreed to let me order a brand new Galaxy S4 32GB from verizon for full retail ($767) and they sent me a check for $667 (the total minus the $100 deductable).

2nd Device was a 32GB Razr, this happened this year, again they did not have it in stock, after hours and several phone calls they sent me a BRAND NEW HTC ONE M8.  The razr was 3 years old.

3rd device just happened last week.  32GB GS4, they did not have in stock, I was offered my choice of Note 3, LG G3 or HTC One M8, I chose the LG G3, and just got it the other day, it was also a BRAND NEW never used unit.

This problem happens with Asurian a lot, and if you let them push you around they will always go with DOWN GRADING you.  Never has it been easy to get an upgrade, when its not our fault they don't have what we PAY THEM TO INSURE in stock.  We are guaranteed a phone within 1 business day, waiting for a back-order is NOT acceptable.

What they should have offered you is ANY Other Android they had in stock OR let you goto Verizon, pay full retail and pay you for it minus your deductible, they call it an "RFP" or something like that might be getting the acronym wrong but its something they do often enough to have an acronym for it!!

Next time ask to speak to Customer solutions department, and then when they answer ask to speak with a supervisor.  Good luck, as I said I have had to call MANY times and spend MANY hours, if the rep won't give you what you want, hang up and get a new one.  You will eventually get one that will do these options I just listed.  Its the luck of the draw.

Also one time they wanted me to sign an affidavit and it delayed getting my phone for 3 days.  Again I fought this with a supervisor in customer solutions and they bypassed that.  Sticking to the "they guarantee a new unit in 1 business day" it even says it on the hold message, that you only wait 1 day for your new phone.

[Samtheman]

(won't let me edit my original reply so Im adding to it)

BRING UP those points I mentioned above, that they guarantee 1 day, and that you should be offered alternative devices OR you should be able to go buy one and be reimbursed.  I have disqualified some of there choices because of the following missing phone features:

Battery was smaller, screen size was smaller, screen resolution was lower, missing MicroSD card slot, lack of removable battery, storage too low (don't let them offer you a memory card, you can't install android apps on a memory card, and a 16GB phone only gives you 9GB for apps).

[jroeder]

xenonxeric wrote:

Thanks for the reply.

My issue is clearly stuck between the two which is why i have included both Verizon and Asurion..

Asurion claims they can only offer replacement phones that Verizon allows. in this case apparently Verizon thinks its OK to offer an S4 to replace a Note 3. if you want to talk money the S4 is priced out of contract at $499 and the Note 3 at $749, if both phones are comparable whats the $250 gap for?

so as with all things i talk to verizon they point fingers at asurion and asurion points fingers at verizon and samsung.

so here's the deal in case you missed it. According to Asurion, Verizon says i can get a note 3 or a S4 to replace my note 3 and THATS it. this is per Asurion.

So lets compare the 2.

Note 3 per Verizon: $749

• Processor: 2.3 GHz Quad Core
• Memory: 32GB on board memory + 3GB RAM (actual formatted capacity is less)
• Supports up to 64GB microSD Card (sold separately)
• 5.7” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
• Enhanced S–Pen
• Standard 3200 mAh Lithium Ion Battery
• Usage: Up to 24 hours
• Standby Time: Up to 21 days

Samsung Galaxy S4 per Verizon:$499

• 16GB on board memory + 2GB RAM (actual formatted capacity is less)
• Supports up to 64GB microSD Card (sold separately)
• Processor: 1.9 GHz Quad Core
• 5.0” full HD Super AMOLED Corning® Gorilla® Glass 3 Touch Screen Display
• Battery: Standard 2600 mAh Lithium Ion
• Usage: Up to 17 hours
• Standby Time: Up to 12 days

LG G2 Per Verizon: $569

• Memory: 32 GB internal (formatted capacity is less)
• Processor: 2.26 GHz Quad–Core Processor, Qualcomm® Snapdragon 800 MSM8974 Chipset / 2 GB RAM
• 5.2” Full HD IPS Display: 1920 x 1080 resolution, 16:9 aspect ratio, and 423 ppi
• Standard Battery: 3000 mAh SiO+
• Usage Time: up to 18.2 hours OR
• Standby: up to 11.4 days

So i pay a company money to replace my phone with an exact phone or a product just like it. Clearly you can see here the LG G2 is the most acceptable replacement when it comes to the Note 3.

you say its not Verizons fault. while in all honesty their hands are just as dirty as Asurions

so again my question still remains.

1. am i supposed to wait, and continue paying for air time that i don't use? If you don't take their offering for a replacement, then yes (good for Verizon bad for me)
2. am i supposed to take a phone that's value, purpose, and function is less then what i bought? No, only if you want a phone ASAP (good for Verizon bad for me) -$250
3. why cant i be credited a brand new phone as their insurance claims? because they are out of refurb garbage? (good for Asurion bad for me) You will never get a brand new device through the insurance, reegardless of what they claim. Don't hold your breath.
4. why cant i be offered something that inst a slap in the face like an LG G2? the most comparable spec wise to the Note 3? Who knows, because they don't have to maybe?

is it all about money? Generally that is what businesses are in business for......  what about the customer? Sometimes they cannot provide what the customer wants ideally i shouldn't have to consider an "alternative" replacement on a phone that is still considered new! replace the phone with an in stock refurb, if no refurbs send out a new phone. there is no shortage on the Note 3 at this time... and the Asurion contract clearly states "NEW or refurbished" well they dont have an refurbished.. and the phone is still being made so wheres my new note? Again, you will never receive a new phone regardles of the statement.

so yea Verizon can authorize new phones be sent out to insurance holders if they so please. Asurion works for Verizon not the other way around. which is why my problem is with both companies..

make sense?

You want a replacement Note III asap. They cannot send a replacement Note III ASAP. They offered you a GS4, you don't want a GS4 because it's not comparible. If you can't get a Note III ASAP you want a G2 ASAP. They will not replace a Note III with a G2.

You can either choose the GS4 or wait however long it take to get a Note III. That's the bottom line, it is not ideal but no matter how much you whine or complain you won't get your way. Just like a child whose parents won't buy him the cereal he wants, sure they told him they would get it for him but ultimately it's their final say, no matter how much that child whines or complains.

Good Luck

[tjgriffin]

I think you're right, those are his choices now. But that's not how it SHOULD be. They're replacing his Acura with a Civic. The specs, features and functionality of the Sam G4 or LG G2 don't meet that of the GN3. That's why he choose the GN3 in the first place. And to say that these are the closest phones is baloney. The closest one is the GN3! And it is VERY available. If they can't get it through their distributors (doubtful), They should buy from Verizon for whatever price they can negotiate. My guess is that they offer another phone if they don't have refurbs on hand. Asurion has they're own refurb facilities and probably use this exclusively as their supply line. There probably is a shortage of reburbs as this is a current phone with a pretty decent build quality. They just don't want to replace it with a new phone. If he were trying to replace a Thunderbolt or Rezound, it'd be a different story. But there is no successor to the GN3 at this time, and stock is generally not short.  Even though he signed the contract and has little recourse, his complaint is valid.

[jroeder]

I agree his complaint is valid but to resolve the complaint, he wants something done that can't be done.

[xenonxeric]

Thank you finally for someone having a bit of sympathy with my issue

sadly i took the S4 as a replacement because still Asurion claims they are at least 10 business days behind and they have to send out phones on a "in line basis". which means technically i could be without a phone for 2 weeks, clearly im not  15 years old and this isnt an option. i use this phone for work. thankfully my Edge program is close to expiring and ill hopefully be able to get out of it sooner then later.

unfortunately neither Verizon nor Asurion could tell me how this will effect my Edge program. meaning will my cost be lowered for an older phone? and will it affect my return of the device i purchased at the start of my edge program.. so i might be in for a surprise in 2 months.. considering how Verizon likes to confuse. or i should say their sales people are misinformed or just want sales.. guess time will tell!!

[1renegade]

Rest easy friend. Verizon will take ANY working verizon phone in trade on edge program. I mean ANY WORKING VERIZON PHONE. No matter how old, as long as it is in working condition, no cracks in glass, or water damage. I know this because i have the same complaint on ASS-urion. Well, similar at least, more on that later when i have more time. For now i will leave you all with this....ASSurion is a joke. crooks at best. And that is truth in it's purest form. More Later.....

[JackyO]

I have a similar complaint. I am a new Edge customer and when my husband dropped his BRAND NEW Blackberry Z10, they replaced it with a refurbished one. I am paying full boat on my Edge plan and when I complained to Verizon about it they told me to call Asurian! Why should I pay full price for a used phone? Verizon will give me $55 for a used Z10! This has to be illegal!

[pherson]

When he dropped it was it when he got it day 1?

[forvips]

You are rude!!! Period!!!!!  If I forked out hundreds upon hundreds for a phone I expect the same for replacement and I mean NOW!!!  Am I throwing a fittttt??? You must not have that kind of money to throw around or you'd give 2…. then!  OR maybe you work for the insurance company and are out to defend there crappy actions.  I don't pay insurance for a BMW to then get a Voltswagon for a replacement! PERIOD!!!  And as if were all just so stupid to believe there's not a NOTE 3 anywhere on this planet to find a QUICK replacement for this consistent costumer!!  WHATEVER!!!

[#16]

When someone gives you an answer you don't like then they are rude?

Fact of the matter is your device no matter if you paid hundreds and hundreds of dollars is totally worthless if it is broke.

Replacement phones are or were in the same situation. Someone else paid good money for it but it to was broken and unusable so dollar value is zero.

The insurance simply gives you back access to the network. Otherwise you would be complaining you are paying Verizon for service you are not receiving. Its just the way it works.

Once you leave the store with your device and turn it on its considered used. So you are getting a used device for a used device. So you really have no issue.

The insurance states it under how they replace. Even under the manufacturer warranty it states they can send you a refurbished device.

Good Luck

[nblank1040]

they could not offer a g2 if they wanted too. i have been on back order for a week now and i have seen it last 20+ days.they offered me a s4 as well so i guess the s4 is comparable to every phone. sorry i wish i had a solution for us. this forum is still about solutions right? not telling anyone with a problem they are being whiney. every person every who post to a solutions forum is being whiny. they have a problem and want it fixed.

[nblank1040]

i just called about my g2 being on back order after i was assured twice that it was in the mail asked to talk to the customer care solutions team (manager). and she bumped me up from a g2 to a note 3. its in stock and will be here tomorrow. she also said that i had 7 days to return to get my note 3 back to the g2 if it was not to my liking. so call them back and ask to speak to a manager. they will get you your note 3 back.

[shannoncady]

I just dealt with this exact issue today which I must say worked out... so to anyone with this future issue here is my story... and I'm not downing the S4 in anyway yes its a good phone for someone that prefers the normal sized phones.

I had the HTC One Max which is also large like the note 3. Actually bigger.

Friday I contacted asurion and paid my deductible for a new phone. Which they informed me they no longer carry the HTC one max but they would send me something comparable, which I then immediately stressed how happy I am with the larger phone like the Max and the specs of the max. She said she would send a s4 which was the equal to it.  I know there's many out there that are familiar with all the Samsung phones. But I was not. I knew they had a phone similar size and figured that was it.

Today (Monday) FedEx delivers my phone. I open the box and immediately know this is not a comparable phone it was half the size of my max. Without even turning on the phone I call asurion. I will admit I was irate. I explain how dissatisfied I am with the "comparable" phone. The woman then puts me on hhold then comes back and says the HTC one max is no longer available and this was their only comparable phone in their system. I then tell her that she needs to research the 2 phones and realize they are in no spectrum comparable. She then repeatedly tells me the same thing about this is the only comparable phone blah blah. It was like she was reading a script. I tell her I'll just call verizon.

I call verizon... and I agree with a above post about dropping Verizon because of asurion now. Verizon could not do anything because they are not connected at all. I was again let down on my chance of a comparable phone.

I then finally give in and start the process of activating the s4. It didn't want to auto activate and I would have to call verizon. So now that I'm also irritated with this I put it down started researching the specs of the max and s4 just to make me even more upset I see there is huge differences in the phones beyond the size difference.  So here i go and call asurion again.

2nd call with asurion

At this point I'm mad about the phone "comparability", it won't activate etc.. The woman gathers my info and I then explain to her also about the size difference and how I have in front of me a side by side comparison of all specs. She then states word for word the exact I believe scripted words about how the max is no longer avail and the s4 is the only comparable phone... well I must say I then lost it. I asked her why would I buy a phone with a 5.9 in screen and boom sound speakers and be satisfied with a phone that is half the size small speakers a large difference in battery life and camera capabilities etc... she begins the scripted speech again, I then cut her off and tell her I need to speak to someone else who can help me and isn't going to read from a script to me. I need a manager or something. She then pauses and says a manager is not available but she can transfer me to I believe the customer relations dept. So I said yea that's fine. I speak with this woman and she was informed of the issue before getting on the line with me and asked me to hold on for a couple minutes. She was gone no longer than 30 seconds and says alright I have a note 3 which is the only phone comparable in size they carry

. I told her the first time I called I requested that in place and was told that the note 3 is a slight upgrade from the max and they do not do upgrades. (Verizon you told me they would upgrade I guess that's not true) 

Anyway this customer relations lady told me that person could not but she can because she agreed that the s4 should not be a comparable phone that they need new measures for the "phablet generation" phones. I agree the note 3 is a better phone then the max but if that's all they had isn't my fault

Tomorrow I will be receiving a note 3 which makes more sense as a trade out for my max. Also she threw in a car charger.

Verizon needs to go over their conditions with asurion or something. Even though they are not verizon they are giving a bad reflection.

But there is a way to get a different phone beyond what their systems say. You just gotta get beyond that first representative who is apparently scripted and get to their special customer relations department. The woman there without hesitation was able to give me the phone I wanted.

Hope this is a good future reference for anyone.

[ICIcon]

As I read this thread, it only solidifies my concern that Verizon has zero customer service.  They will sell you an Asurion Insurance contract and collect a larger commission for doing so.  A tidy commission goes right into Verizon's pocket for selling an obviously worthless Insurance.  Asurion Insurance is promoted and sold by Verizon.  But when Asurion, FAILS to replace a phone, under contract, with anything that is even slightly comparable, Verizon cries it's them not us.  Verizon, you took the money!  Why can't you stand behind the faulty Asurion Insurance products, that you gladly accepted payment for?  The lack of Asurion keeping their end of the contract, falls squarely at the feet of the vendor that sold that product, Verizon.  Once again a blatant example of a company fleecing the customer by denying any accountability for the theft that Asurion has committed against it's policy holders.  Time to look elsewhere.  Even if every other vendor sells the same worthless Asurion Insurance product, it does not matter.  Clearly we can all see that the product is not worth buying.  But by leaving Verizon and clearly stating your reasons for doing so, is the only way to reach a company that allows sub vendor to steal from their customer, by failing to deliver services that were contracted and paid for.  If Verizon refuses to be accountable, then the only choice you have is to vote with your feet.  Go else where. After enough customer losses, they will start to make an effort to be accountable. 

[#21]

No one forced you to get the Asurian supplement insurance.

Verizon collects the premiums for Asurian they are not their insurance agent for claims.

You should have read the insurance materials. Then if you did not accept them, you just cancel it. Very simple.

http://www.phoneclaim.com/Verizon

You file your own claims, you pay a deductible and you get the same or like device. It is clearly stated in the insurance paperwork they (Asurian) send you or of which you can read at Verizon stores or at their web site.

You get angry at the billing agent for the insurance company is not the way it works. You could have purchased from any insurance agency that covers cell phones.

Good Luck