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Asurion avoiding claims to force you into device replacement
Tjbrooks97
Member

It's been 4 months and Asurion are still saying replacement screen for our S7 edge is out of stock.......in our area. They are trying to push me into a $200 replacement instead of fixing it for $29. I have found a screens for purchase locally and don't understand what the problem is.  I have paid insurance on this phone for 2 years and this is the 1st claim. Very bad experience, any suggestions how I can resolve this as calling every few weeks and being nice is not getting me anywhere.

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Re: Asurion avoiding claims to force you into device replacement
jrh4054
Sr. Member

Replace the screen yourself.  The cost is probably significantly lower than your insurance deductible.

Re: Asurion avoiding claims to force you into device replacement
bearone21
Leader

i agree, pay the $29!!!

Re: Asurion avoiding claims to force you into device replacement
vzw_customer_support
Customer Support

Tjbrooks97, we completely understand how frustrating this must be for you. Did they provide you any other options?

LauraL_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Asurion avoiding claims to force you into device replacement
Tjbrooks97
Member

They changed the repair request without my knowledge to replace device. The next time I phoned in they said I needed to pay $150 instead of the $29 they had already taken from my account. When they first came to replace it they had the wrong color screen, there is nothing wrong with the phone other than the cracked front screen.

I phoned 3 times on Friday and asked the operators to transfer me to a supervisor. They would keep me on hold for 30 minutes before disconnecting the call. On my final call they told me they were transfering me to a "supervisor", but transferred me to verizon tech support. The tech support tried to get a supervisor at asurion while I was only the line, only to be disconnected again after being on for over 40 minutes.

I have not raised my voice, cursed or demanded anything, actually laughing at the ridiculousness of the situation. I have researched the glass and can purchase genuine Samsung locally so how can it be out of stock in my area?

I am getting frustrated as it's been since march, I have done everything required, paid the $13 insurance every month for nearly 2 years, they accepted and charged the repair fee to my card and are not honoring that agreed transaction. They have since refunded my card.

Tracy

Get Outlook for Android<https://aka.ms/ghei36>

Re: Asurion avoiding claims to force you into device replacement
vzw_customer_support
Customer Support

Thank you very much for the all the information. We can understand how important it is to have this matter resolved. I would recommend that you inquire with Asurion about getting the screen fixed with parts that you are able to purchase on your own or direct you to a local repair shop as that has been an option in other instances. 

 

 

Roger_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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