Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
end of navigation menu
***Announcement: Welcome to the new Verizon Community! We have merged our Wireless and Fios Communities to bring you the best place to discuss any Verizon product or service, along with all things tech! We have many new features to discuss with you in the coming weeks, but first we want to make sure that all of you who have been active on either of our communities before are able to log in!

Please see the Announcement in the Announcement section under Information Hub.

Asurion Warranty Terms unclear - Asurion reps unable to help
VerizonCustomer39

I currently own a Pixel 4. I don't care for it at all. The only reason I bought it is because it is a Dual Sim phone and when it breaks Asurion will provide me with a Dual Sim replacement.  I was told if I purchased an international Samsung S8 and broke it that it would be replaced with a single sim because Verizon only sells single sim versions....

Well, I'm ready to buy a Dual Sim S20. From what I understand Verizon sells this in Single sim and Dual Sim versions... So I called Asurion and explained to them I am going to spend $1,000 on a phone but first need to make sure they will provide me with a dual sim replacement if I ever need to use their service. The person told me she thought it had to be a like phone. Then she put me on hold to confirm. When she came back she said the Dual Sim was considered an accessory, so Asurion could provide me with a single sim replacement. When I explained what Dual Sim is, she said she couldn't say yes or no either way.  So I hung up and called back and the next person told me they where also unsure and could not provide me with a solid yes or no answer...

 

Anyone know?

Labels (1)
0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
vzw_customer_support
Customer Support

 Hello, we can look into this for you for you. Please send us a Private Note to proceed.

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
Tigerstep
Specialist

Verizon S20s come with a single slot for one physical sim card. I have an unlocked S20 which has a micro sd and sim combo tray.

Just buy from Samsung directly and get Samsung Care if you're that worried.

Re: Asurion Warranty Terms unclear - Asurion reps unable to help
VerizonCustomer39

Thanks for the advice. We have 4 lines on our account and not all are Samsung phones. Asurion charges $39 per month for 3 or 4 phones. So dropping Asurion on this one phone and getting the elsewhere would raise the overall price. If we ever end up with all Samsung phones on our account, we will look into the Samsung Care.

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
VerizonCustomer39

That's what I just did. After clarifying my question several times the Verizon rep explained to me that, "Asurion is a separate entity and Verizon only bills on their behalf. If I need clarificating I will need to reach out to Asurion."

 

That doesn't help at all. The people on the other end are only equipped to answer basic questions. Their supervisor only answer these tougher questions with vague responses like, "I think Dual Sim is considered an accessory, so we can send whatever but I'm not really sure"

 

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
vzw_customer_support
Customer Support

Based off information listed in our systems, Asurion will replace devices with the same model number if possible, followed by the same make and model. If stock is limited, the device will be replaced with a like device. If you have any additional questions on this matter, please let us know. 

 

 

VZW_RobertH

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
Piscestg
Specialist

You can and will be told anything on the phone. However when the time for service comes, you don’t have any way to hold them to that. You can “reach out” (contact) three people and get three different responses. And you have no way to hold them to their word. 

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
vzw_customer_support
Customer Support

We can further look into this for you. Please send us a Private Note to proceed.

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
vzw_customer_support
Customer Support

You can expect to receive a device equivalent to your device. It the make and model of your device is not available, a like device will be provided. 

0 Likes
Re: Asurion Warranty Terms unclear - Asurion reps unable to help
VerizonCustomer39

I sent a private note vs your request. The response to the private note was "Asurion is not owned by Verizon, for clarification please contact Asurion".... Their reps and even their supervisors have given me different answers... Just to recap...

1.) I would like to buy a S20 Dual Sim but want to confirm that Asurion will provide a dual sim replacement. In the past they refused to provide me with a Dual Sim phone. They did provide me with a Dual Sim replacement when I broke my Pixel 4.

2.) I called Asurion for clarification. The rep gave me one answer, put me on hold to clarify then came back and said her supervisor considered "dual sim" an accessory and so the phone wouldn't even be covered but she wasn't sure.

3.) I called Asurion back and got a different answer.

4.) I tried to call Verizon but the hold time was too long.

5.) I get on the forum and ask. I am told by Verizon to send Verizon a private message.

6.) I send Verizon a private message. Verizon responds by telling me to contact Asurion. (I spend $39 per year VIA Verizon for insurance thru Asurion. Asurion doesn't have an answer for me)

7.) Verizon responds on this forum telling me I can expect to receive a "like device"....

So just to clarify... If I buy a $1,000 Dual Sim S20 and break it, You are telling me that Asurion will replace it with a "like phone" meaning another Dual Sim phone?... And if they refuse I can print this off and walk into the store and demand they replace it since Verizon misinformed me?

I need crystal clear clarification... A confirmed YES OR NO before buying a $1,000 dual sim phone and then continuing to spend another $468 per year on insurance. ($39 per month.)

I look forward to a crystal clear Yes or No answer.

Thanks

0 Likes