Asurion and Verizon is a joke.
xenonxeric
Enthusiast - Level 2

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...

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Re: Asurion and Verizon is a joke.
Not applicable

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

Re: Asurion and Verizon is a joke.
xenonxeric
Enthusiast - Level 2

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?

Re: Asurion and Verizon is a joke.
pherson
Champion - Level 1

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.

Re: Asurion and Verizon is a joke.
xenonxeric
Enthusiast - Level 2

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.

Re: Asurion and Verizon is a joke.
jroeder
Specialist - Level 2

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 Smiley Happy

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Re: Asurion and Verizon is a joke.
tjgriffin
Enthusiast - Level 2

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.

Re: Asurion and Verizon is a joke.
jroeder
Specialist - Level 2

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

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Re: Asurion and Verizon is a joke.
xenonxeric
Enthusiast - Level 2

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!!

Re: Asurion and Verizon is a joke.
1renegade
Enthusiast - Level 1

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.....