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Why is Verizon replacing dangerous phone with same phone and charging a $149 deductible?
cpmelady
Newbie

I recently had my iPhone 6s Plus explode while it was charging. It swelled up, broke apart and started spewing out thick white smoke. I tried to remove it from the apartment, but it was too hot to touch. I did unplug the unit from the wall and eventually it cooled. The smoke was acrid and nauseating and filled the room. I brought the phone to my local Verizon shop to file a claim and get the phone replaced. When the store representative heard that the phone was an iPhone 6s Plus he said to me, "Yeah, when those phones go, they really go. Our store tech had one blow up in his hands. He got second degree burns on his hands and all up his arms." The store representative also said that I would have to file the claim directly through Asurion, Verizon's third-party insurer. I went ahead and filed the claim through the website (phoneclaim.com) and discovered that they were going to replace the phone with the same make and model and that they were going to charge a $149 deductible for a phone whose market value is $100. I called to see if I could get a different phone because I didn't want a phone that could potentially explode and cause 2nd degree burns (or worse including fire). I was told that it had to be the same make and model. I asked if I could get a cash payout then, but was told that wasn't an option and that if I wished to complain that I had to call Verizon. So, I'm asking a representative from Verizon to please come to a reasonable solution for this because as it stands Verizon's third-party insurer (Asurion) is replacing a dangerous iPhone 6s Plus with the same make and model (which should be recalled) and profiteering while doing so by charging a deductible nearly 1.5 times the value of the phone. Thank you.

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Re: Why is Verizon replacing dangerous phone with same phone and charging a $149 deductible?
Tigerstep
Specialist

Pretty scummy for Asurion to pass the blame onto a other company for their own policies. 

All Verizon will do is say you can upgrade if you don't want to go through insurance. Drop the scam known as Asurion and upgrade to something different like everyone else.

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Re: Why is Verizon replacing dangerous phone with same phone and charging a $149 deductible?
cpmelady
Newbie

Asurion ended up sending iPhone 7 Plus. I'm now satisfied with the outcome. I also notified Apple about its product exploding. Thank you.

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Re: Why is Verizon replacing dangerous phone with same phone and charging a $149 deductible?
vzw_customer_support
Customer Support

cpmelady We are happy to learn you have a device you are happy with. I'm glad to learn you have expressed your concerns to the manufacturer of the device. We never want you to feel like you are in danger. Thank you for reaching out. If there is anything else we can assist with, let us know. DoloresK_VZW

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