Daughter noticed a Hairline crack in the corner of the screen the evening of picking it up ( bought online, pick up in store) brought it back to store the very next morning and they wouldn't do anything, told her to submit a claim on line. Asurion approved the claim, but not able to do a cracked screen for $29, only option was $199 phone swap. Isn't this false advertising, selling a protection plan on a phone that can't be honored? She called Asurion and they said try again in the future, they aren't able to do screen repairs at this time on iPhone 11. I called Verizon and got the same song and dance. As a customer of 12 years, I totally lost respect for Verizon
I am having the same problem with my Galaxy S9. I have spent at least 2 hours on the phone between Asurion and Verizon regarding this issue, including today when I responded to a private message from Verizon saying they wanted to help me. I just spoke with a representative who gave me the same information that I originally had, and also gave me correct information about the availability of parts, and whether I was as account manager on my account. (I am)
I believe this is a classic bait and switch. I bet the Attorney Generals of our various states would be more than happy to look into this situation. Class action lawsuit, anybody?
Skismom, we can lift up this feedback to Asurion especially if an authorized repair shop in the area has the replacement screen in stock. It's not our intention to offer such a service through Asurion and then not have them honor the screen replacement coverage.
We've sent you a private message to retrieve more information. Gracias.
Hi, this says skismom, but the message was from me; sunflwrbc. I can't find a private message here nor email.. please resend. Muchas gracias
Yes, false advertising on Verizon's part.. especially when the store reps push you into the protection plan telling you it will cover a cracked screen,and then when you have a problem , the phone rep says they can't comment on what we were told in the store. Definitely sounds like a class action..
Verizon and Asurion are 2 different companies. Asurion also states subject to availability for screens. If your screen isn't available, it's not available.
Verizon also wouldn't have any proof the phone wasn't damaged by the user if it wasn't opened up in store. That can happen with any carrier in any industry.