• Report: #101150

Complaint Review: Verizon Wireless

  • Submitted: Thu, July 29, 2004
  • Updated: Fri, August 27, 2004

  • Reported By:Tampa Florida
Verizon Wireless
www.verizonwireless.com Nationwide U.S.A.

Verizon Wireless Phone Warranty Scam Nationwide

*Consumer Comment: Joe, sounds like you live in the right place...

*UPDATE Employee: You Wish!

*Consumer Suggestion: Call Asurion Directly

*Consumer Comment: Verizon Customer service is EXTREMELY BAD

*Consumer Comment: I think you should try again

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I have had my Verizon Phone for less than 6 months. Three days ago my receiver stopped working and I was unable to hear anything on it. This is a huge issue for me because I am out of town on business for three months and it is my only means of communication when I am away from the office.

I took the phone to a local Verizon store here in Tallahassee and was told that there was water damage to it and therefore not under warranty. They told me to go through the insurance provider of Assurion and I could get a new phone in a week or two for $50. I explained to them that the phone had never been submerged in water and therefore could not have water damage. The tech informed me that either small amounts of rain or sweat can cause the damage.

I reported this to Verizon's online customer service center and told them that I needed a phone immediately and could not wait two weeks. They said my options were to purchase a new one at retail (around $250) or use Assurion. They assured me that Assurion would respond immediately and I could get a phone in two days.
I immediately filed a complaint on Assurion's web site and have yet to hear from them at all. I sent another email to Verizon today and they basically told me I had no choice but to wait!

I offered to pay a nominal fee for a replacement phone from them and was refused. They kept saying that if it is not a manufacturers defect they won't replace it.
I have never had my phone in any circumstance where it could get extremely wet. I think that if a phone corrodes with extremely small amounts of rain or sweat that it is a manufacturers defect. I think Verizon should have done a little more to help out in a situation where I am unable to communicate while I am on the road.

I also feel that the insurance offered by Verizon is a huge ripoff. When I purchased it I was told that all I would need to do is bring the phone in under any circumstances and it would be replaced. I was never told about a $50 deductible or that it would take weeks to get it back.

While I am stuck in a 2 year contract with Verizon, I will cancel the service and pay the $200 fee just so I can find a more customer friendly provider.
I recommend not using Verizon and if you do, I strongly advise against purchasing any insurance they offer.

Shawn
Tampa, Florida
U.S.A.

This report was posted on Ripoff Report on 07/29/2004 08:49 AM and is a permanent record located here: http://www.ripoffreport.com/r/Verizon-Wireless/nationwide/Verizon-Wireless-Phone-Warranty-Scam-Nationwide-101150. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

Joe, sounds like you live in the right place...

AUTHOR: Darren - (U.S.A.)

Joe,
There is an indicator that shows immersion? I love it. Also, your contempt for the reporter was a welcome relief... someone with an intelligent response. Of course, looking at where your from explains a lot.

I am sure that Blowme, CA has a very big humidity problem. I used to live in Riverside, CA. which was very dry... I guess those new condos of rocks you live under have been completed.

Anyway, I have lived in Florida. I was stationed at Eglin AFB and worked in mobile communications. I can tell you that the humidity down there is incredible!!! A bad seal on a phone can easily allow water to accumulate. However, you already have it in your mind that everyone else is an idiot/whiner/loser/_____ (fill in the blank).

"Contempt prior to investigation..."

To the original poster and any others... check out the cost to cancel a service contract versus the cost of signing with a new carrier and getting one of their "discounted" or free phones. If it is cheaper or just a little more, than replacing the phone, then go for it. If nothing else, not giving your money to the company is a small personal victory.

Remember, the reason they have such cheap prices on the new phones is because they make the money on their monthly plans. Even if you leave you are still making sure that they lose money. It may be your only way to get satisfaction and you might come out ahead.

After all, since that fine print that people like Joe love so much really precludes any other way of a remedy, vote with your checkbook.

Joe, thanks for motivating me to jump into the topic here!

Good Luck,
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#2 UPDATE Employee

You Wish!

AUTHOR: Joe - (U.S.A.)

Shawn,

You like many other morons, never READ what they get into. You like many others, probably just agreed to a phone contract, and acceptance of insurance without even knowing. Take the time to read what you get into next time, and maybe you'll be an informed consumer. There is actually an indicator on the phone and battery that proves beyond doubt to any Verizon Wireless employee, that the phone has infact been exposed to liquid damage, so sorry Shawn, looks like your lyin' about the damage. Tell us, how did it happen? Where you one of those people that uses their phone in the bathroom and dropped it in the urinal? Come on, you can tell us!
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#3 Consumer Suggestion

Call Asurion Directly

AUTHOR: Steve - (U.S.A.)

I recommend that you call Asurion directly. My daughter waded into a swimming pool with her Motorola phone.

I filed a web claim with Asurion, but got no response. After three days, I called them at about 3pm. They had no record of the claim I had field on the internet, but they overnighted me a replacement phone, which I had by 10am the next day.
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#4 Consumer Comment

Verizon Customer service is EXTREMELY BAD

AUTHOR: Suryakant - (U.S.A.)

I had a similar problem with my phone LG-VX4400. I went to service center, they looked at it and told me it got corrosed by water. I don't remember exposing my phone to water. But can't help. Today I called ASURION, for a replacement phone for $50. Verizon network is very good and so people like me who travels a lot need them. But their customer service is WORST.
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#5 Consumer Comment

I think you should try again

AUTHOR: Tabiatha - (U.S.A.)

I hear these type complaints all day long. I honestly think there is more to this story, but I would like to say this. The name of the insurance company is ASURION. They have a turn around time of about 24-72 hours. The Termination fee for Verizon is $175 and EVERY cell phone company has one. I would call Asurion and ask for a manager. Verizon Wireless did not make the phone, they do not own the Insurance Company, they simply provide cellular service. To me that means when you call the number, it's their responsibility to make sure it works? They bought the phones from the manufacturer. You stated," I sent another email to Verizon today and they basically told me I had no choice but to wait!"....I would like to know what you think Verizon should do about the way Asurion runs their company, other than evaluate whether or not to keep them as an insurance provider?." It sounds like you have a problem with the Quality of the phones being made by the manufacturer and the quality of service you recieved from the insurance company.

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