Samsung flip 4 cracked
Acoppersmith92
Enthusiast - Level 1

Customer service is the worst. I have device protection and was under the impression that it covers everything. Went to file a claim because my flip 4 cracked right where the fold is. Apparently I don't have that insurance and it isn't available to me. I let it be known I was not happy because I have only had this phone for a little over a month to just be told nothing can be done. Ok fine but you couldn't give me any alternative ideas or anything? I'm not impressed or happy especially since I need a working phone to clock in and out with for work and I can't afford a new phone when that one isn't no where near paid off.

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Re: Samsung flip 4 cracked
vzw_customer_support
Customer Service Rep

Acoppersmith92,

 

We want to make sure you get the best deals and can fully enjoy our service. That's crucial. What is the name of the device protection that you do have? 

 

-Andrew

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Re: Samsung flip 4 cracked
Acoppersmith92
Enthusiast - Level 1

I have the device protection which I thought covered it if it broke but apparently it only covers factory settings gone bad. I'm very frustrated and disappointed. I need a phone for work but can't afford to fully pay it off and with me having it for only a month, where it folds should not have cracked in my opinion but it did.

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Re: Samsung flip 4 cracked
Acoppersmith92
Enthusiast - Level 1

I activated my old phone that I gave to my daughter so I can have a working phone and it let me chose the full device protection. Im still completely unhappy with the way customer service handled this when I contacted them about my issue.

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Re: Samsung flip 4 cracked
vzw_customer_support
Customer Service Rep

I understand. Having the right protection is important, here is a site for future reference which will further explain the coverages: https://www.verizon.com/support/insurance-and-device-protection/ I would also like to have your feedback submitted. Having an alternative device can certainly help and I'm glad to hear you were able to program one to your line of service for continued use. 

-Chris

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Re: Samsung flip 4 cracked
vzw_customer_support
Customer Service Rep

This is never how we want you to feel. I know it frustrating when a phone breaks. If you have Device Protection then it does cover the device but if you did not opt in for insurance then the warranty does not cover damage devices. I know it is hard to pay off the phone and we want to help in any way we can. Did you have insurance on your phone? 

-Amber

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