Verizon's bad service
JAMLED13
Newbie

I am very disappointed in the service I have received and think that need to be improved.  My phone was stolen on 4/13/17 on 4/14/17 I blocked my phone, on 4/15/17 I went to a Verizon store got a new chip and placed it on an old phone I had.  I hopes I would get my phone back.  Since it did not happened, I went to the same store on 5/18/17 to try and make a claim on the insurance I have been paying.  This is when the bad customer service began...all they did is here call this number, they did let me use their phone.  I called the insurance company Verizon provides.  They began asking questions that I would have thought since I was at the store I could have gotten really easy since they have all my account information but the gentleman that was "supposedly helping" was more interested in making a sale so he was no where to be found.  At that point I left and since all I was doing was being on the phone I figured I could do from the comfort of my home.  The things being asked by the insurance company was the model of the phone, ok an Iphone 6.  color Gold  and then the imei number, guess what if you do not have the phone it is not easy to get.  I had to get on iTunes and tried to get it from there but oh... the send a text to the phone I no longer have.  Genius!  took a while but then I got it. Did my claim, which takes 3 hours to process, to only find out it was denied because it was the wrong day that service ended.  Like I said and had explained several times to the claim people I had places a chip, and kept same phone number.  So they could not verify the date and what I had said according to their records where wrong.  After doing 3 claims I still do not know if it will be approved.  In my opinion since I pay the insurance to Verizon, they were the ones that should have handled all of it.  I should have not had to talk to Asurion, since they have no interest in helping me out I am not a customer of theirs, I am a Verizon customer.  At this point I think all I want is to get the phone I should have since all this time I have been paying insurance, and then move on to a different wireless company.  Which I was already contemplating since I can get much better rates else ware.  I was not sure if I should since I had been a Verizon customer for so long but after this I think my decision is made. 

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Re: Verizon's bad service
lukevinyl
Specialist - Level 2

While it seems you did get a rep at the store that should have assisted more in helping give you the needed info, all of the carriers use Asurion as the 3rd party insurance provider. You state that you are not a customer of Asurion and so they didn't want to help you either, but you are a customer of Asurion-- they provide insurance to those that pay the monthly amount for device coverage, which you state you do pay. Typically an insurance claim is not all that difficult to complete (whether with VZW or another carrier) and you typically only need to provide a few things: phone number, verify the phone make and model, reason for insurance claim, and for you to pay the deductible). The easiest way to make a claim (aside from online) is to contact Asurion by phone and then if there is some confusion regarding the phone type that the claim is for,  to conference VZW in to confirm with the Asurion rep. Sorry you had some issues, and I'm not sure who you are really upset with, Asurion or Verizon. I just wanted to mention that if you are wanting to leave Verizon because of Asurion, as long as you are paying the insurance through the carrier they all use Asurion so it wouldn't be a good reason to leave Verizon for this reason, as they all use the same provider for insurance claims...

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Re: Verizon's bad service
vzw_customer_support
Customer Service Rep

@JAMLED13 We pride ourselves on superior customer service and want to make you proud of us too. Let's get this straightened out. I’ve sent you a private message here in the forum. Please check your inbox at http://vz.to/2pZHoWT to discuss further details about your concern. 

EvelynR_VZW

Follow us on Twitter @VZWSupport If my response answered your question please click the “Correct Answer” button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Verizon's bad service
KEVIN020576
Enthusiast - Level 2

Jamled, I totally agree  with you. Terrible customer service. Excepted so much more when my family and I switched 2 verizon 2 months ago. We won't be staying long

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