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Asurion/Verizon Protect... where to file formal complaint?
Eagle20
Member

In December 2020, the battery in my MacBook Pro expanded and was sent to Asurion for replacement. I paid the $105 service fee and a little over a week later had my MacBook back in hand with a new battery. Unfortunately, it was turning itself off at random and one of its two USB ports was no longer working. So, after having it back a little over a week it had to be sent back to Asurion for repair. This time it was two weeks before I received my MacBook back and during that time I came to find out I was entitled to a free annual laptop battery replacements when I had been charged anyway. It took some time, numerous phone calls and a whole lot of arguing but I was finally refunded the service fee I had paid.

However, when I finally did receive my MacBook back it took but just a few days to discover the USB port was working again, but was otherwise still experiencing the same issues. Additionally, I had again received it back with a new issue in the form of some substance emitting from the vent and leaving a residue up from the bottom of the screen to the top. An issue which I immediately informed Asurion of and was asked to send it for repair a third time. Given the increasingly damaging effects their "repairs" were having I, of course refused.

It has now been more than a year since I began experiencing the issues created by Asurion with my MacBook and the mystery substance has been increasingly worrisome. Mind you the location of my MacBook where this is occurring is a mere inch from the USB port they damaged and subsequently had to repair. The same USB port operating my 6TB backup external hard drive, which was barely a year old but mysteriously failed and resulted in the loss of a significant amount of irreplaceable data. All of this cannot be a coincidence and I personally have zero doubts that it is all due to Asurion's last repair that resulted in the tacky substance my MacBook has been emitting ever since. 

Because of this I lost an expensive external hard drive, which then forced me to have to purchase another and a price can't be put on the data I lost. My MacBook functions far worse than it did prior to this issue, which I will first have to spend a couple hundred dollars I don't have for Apple to diagnose what repairs are needed and I certainly cannot afford.

I should not have to go through this when none of this should have happened in the first place. So, I would like to know where to file a formal complaint and hopefully get some kind of resolution?

 

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~ Eagle20 ~
iPad Pro (iOS 15.2) • iPhone XR (iOS 15.2) • MacBook Pro (macOS Catalina 12.1)
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Correct Answers
Re: Asurion/Verizon Protect... where to file formal complaint?
Eagle20
Member

They are a Verizon service provider since it was Verizon whom I was paying for their service. 

~ Eagle20 ~
iPad Pro (iOS 15.2) • iPhone XR (iOS 15.2) • MacBook Pro (macOS Catalina 12.1)

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Re: Asurion/Verizon Protect... where to file formal complaint?
vzw_customer_support
Customer Support

I am shocked to hear what you have gone through. This does not sound right at all. No one should have to go through this and for this I do apologize. Asurion is a third party company so any claims will need to go to them directly. I can help with your Verizon Wireless account and any concerns there. If you need assistance with changing any feature please let us know. I would contact Asurion for any reports or claims. I do wish you the best. -Amber

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Re: Asurion/Verizon Protect... where to file formal complaint?
Eagle20
Member

They are a Verizon service provider since it was Verizon whom I was paying for their service. 

~ Eagle20 ~
iPad Pro (iOS 15.2) • iPhone XR (iOS 15.2) • MacBook Pro (macOS Catalina 12.1)
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Re: Asurion/Verizon Protect... where to file formal complaint?
vzw_customer_support
Customer Support

Eagle20, most, if not all wireless providers use Asurion as an insurance company for their devices. Honestly, most stores do too. You can reach out and start a claim/complaint to them directly at 888-881-2622.  -Vanessa

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