Crescendo's Posts

Must be a third party retailer then that goes through Global Warranties. I do see you point about whether it is or is not Verizon's fault. However, think of it this way: When Verizon authorizes a third party dealer to sell their phones, they are taking it upon themselves to have their reputation based upon all actions of the third party dealer. That's why it is an authorized third party dealer and not a phone randomly bought on Craigslist. Verizon therefore authorizes the insurance company chosen and that is where the responsibility in this case comes in. Where I bought the phone is less important than the brand name Verizon stamped all over my bills and paperwork. If they don't want the responsibility of third parties then they should only inhouse make sales. Either way, the gripe is with the insurance company authorized by the third party authorized by Verizon in which I have been dealing with. If the insurance company fails to do their job, then it falls upon Verizon to take upon responsibility for the forced dealings with said company.

UPDATE: Have sent the following to company and parent company: Hello, This email has been sent to both Global Warranties and the Wireless Protection Program emails as I am not sure which is the appropriate email to write to. The phone number I am provided to work with is: 866 582 6716. Please reference account: ----------- for the following: I am sending this in writing, because I am having serious trouble with having my problem resolved via phone calls and now want a formal paper trail for reporting to the Better Business Bureau if we cannot reach a reasonable outcome. Here is where we stand: Case opened 06/19/2012 due to broken phone and Global Warranties contacted for insurance replacement of said phone. $75 fee charged for the service. $275 placed on hold on my credit card until original phone shipped back. Global Warranties sends replacement phone as agreed Replacement phone arrives and is broken - it does not connect to 3g or 4g and multiple steps were taken to correct this issue to no solution resulting in wasted hours. Global Warranties contacted regarding the issue, apologizes profusely and sends a second replacement phone. Replacement phone arrives and is broken - the sound does not work for ring tones, loud speaker, music, etc. The front-facing camera is non-functioning (black screen). Assembly is not correct as bright light flashes through bottom of screen. Global Warranties contacted, I am informed that a new replacement phone will be sent out after I send the original phone (the broken one I had) and the first replacement phone. I want my $75 back for all the hassle and having now received two broken replacement phones instead of a working phone. I am informed the escalated customer service dept will contact me (I believe the person in charge of that dept is named Adam). This call is to take place within 24 hours as stated. Adam calls two business days later (4 actual days later) and leaves a voice mail which is barely able to be made out. It sounded like he stated a new phone was sent out and leaves only the generic 800 call back number. Global Warranties contacted and I asked to speak with Adam. I am informed that is not possible and I cannot be provided his contact information. I ask to have Adam call me back with a way to contact him and I am informed that request has been made. So here is where we stand: I have mailed in my original phone and first replacement phone as instructed. I am working with the second replacement phone which is broken but I need a phone before I can send it in. I have NOT received the third replacement phone so I can't send this one in until I get it. I have no way of tracking where that third replacement phone is as I do not have tracking information for it. I can't use the label I was given by Global Warranties to send in this phone until I get a working and fully functional replacement phone. The escalated customer service department has NOT contacted me nor have I received a voice mail to reflect they have but I missed the call. I feel as though I have become lost in a crack of poor customer service and, frankly, customer service that does not care about their customers. I need to know what the plan is by Global Warranties to fix this. This is most likely the first time you have heard of this situation so please understand this is an information gathering email rather than a formal complaint. I am hoping that once provided this information, we can resolve this. So here is what I propose: My $75 back which I was charged. This will offset some of the amount of time spent and the impact this has had on both my personal life and business as this phone is used for both. We are not talking minutes on the phone, but hours. The $275 hold removed from my credit card since I have fulfilled the agreement on the first phone call which that authorization was placed (the return of my original phone and the fist replacement phone). At no time was I informed I will have that hold continue throughout this process of receiving multiple broken phones. A call from the escalated customer service department to explain why they chose not to contact me a second time as I requested and was told they would. Full retail credit to go to the local Verizon store to purchase a comparable phone. As per my discussion with the second-to-last customer service representative I spoke with through Global Warranties, it sounds like there is an actual problem with the make and model of my phone and that this is going to be a reoccurring issue. If I am sent a third non-functional HTC Thunderbolt, then that would be even more proof of the before mentioned statement and I should receive full retail credit to purchase a comparable phone at a local Verizon store. Please note that this has now taken a month of my life to work with broken or barely functional phones as of today's date. This is simply a matter of wanting the full service and fully functional phone that the insurance was paid for. Thank you for your time in this matter. I am sure we can find an equitable solution.

Both of you may be right that insurance is a bad idea. However, if the service is there, and it is used, it should work. The insurance company name is Global Warranties. The escalated customer service department through them finally called me, left a voice mail to let me know they are sending another replacement phone and did not leave a call back number aside from the generic 800 number. Awful service. Next step we are on is that I requested that department call me back which is apparently run by a guy named Adam. I requested he actually leave a contact information for him because it seems unfair that his call can come anywhere in the next 48 hours, and I have to guard my phone to be available to take it or we start all over? How odd. Either way, if this is not resolved to my satisfaction, I will be filing a Better Business Bureau claim against both Verizon and Global Warranties. I want a WORKING version of my phone, not a broken refurbished junk piece or a comparable new phone of a different model without losing my existing plan. The reason for the claim against Verizon is they have refused to do anything about this other than refer to me to the Insurance company which clearly is nonfunctioning.