To corp owned retail stores
We have a VZW corporate store nearby my agent store.
WHY are these corporate people telling customers that Asurion doesn't cover damage to the phone?
This must have been my 13th customer in the past week that our local direct store has lied to. The direct stores are telling these customers that Asurion does not cover a physically broken phone.
Ideas anyone?
WHY are these corporate people telling customers that Asurion doesn't cover damage to the phone?
This must have been my 13th customer in the past week that our local direct store has lied to. The direct stores are telling these customers that Asurion does not cover a physically broken phone.
Ideas anyone?
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I actually had Asurion tell me directly that water damage isn't covered, I asked them what in the world they were talking about and they told me that any corosion or water damage to a phone was a "warranty issue" and would have to be exchanged through Verizon. I just hung up and called back and the next rep handled it with no problems, So I can understand customers getting confused about this.
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I actually work for the big blue "A"....I'm sorry if you have to deal with some of the more willfully ignorant reps that can end up here for short periods of time. Fortunately, they usually end up leaving or being let go. It's a shame, but if you ever need help filing a claim...message me and I'll give you my extension at Asurion to help you out.
-Mitch
dj delay
-Mitch
dj delay
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wow, great, Ill be sure yto shoot you an email if a situation arrises that I cant get resolved, thanks again
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Cool.
I'd blast ya with an email if we did claims in the store but we don't. I just didn't know if Asurion did still cover physical damage.
I figured we would get a notification and a new brochure update like we have in the past. Example: when asurion went from $3.99 to $4.99 a month.
I'd blast ya with an email if we did claims in the store but we don't. I just didn't know if Asurion did still cover physical damage.
I figured we would get a notification and a new brochure update like we have in the past. Example: when asurion went from $3.99 to $4.99 a month.
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I haven't had any complaints with Asurion...
oh yeah, Lockline is the only one available in our area... 😁
I did have a crazy one. I had a customer who only had her phone a month and forgot it on her car. She found it a day later in her driveway smashed to pieces. She came in here and we called Lockline. They wanted her to 1) file an avidavit (sp?) 2) get this notortized 3) then pay the deductable. So she would be without her phone until this process was completed. They would not fax anything. It all had to be done through the mail. The "sent" her the avidavit to her address. 2 weeks goes by, she comes in and states that she hasn't recieved this letter. I call in. The rep states it shows mailed but returned address un...
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oh yeah, Lockline is the only one available in our area... 😁
I did have a crazy one. I had a customer who only had her phone a month and forgot it on her car. She found it a day later in her driveway smashed to pieces. She came in here and we called Lockline. They wanted her to 1) file an avidavit (sp?) 2) get this notortized 3) then pay the deductable. So she would be without her phone until this process was completed. They would not fax anything. It all had to be done through the mail. The "sent" her the avidavit to her address. 2 weeks goes by, she comes in and states that she hasn't recieved this letter. I call in. The rep states it shows mailed but returned address un...
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To answer your question then...
Asurion Equip. Protection covers the following-
VzW
-Equip. Protection plan
-Accidental Damage
-Loss
-Theft
-Unrecoverable phones
-Total Equip. Protection plan (if available
in your market)
-Accidental Damage
-Loss
-Theft
-Unrecoverable phones
-Malfunction (outside of warranty)
Asurion Equip. Protection covers the following-
VzW
-Equip. Protection plan
-Accidental Damage
-Loss
-Theft
-Unrecoverable phones
-Total Equip. Protection plan (if available
in your market)
-Accidental Damage
-Loss
-Theft
-Unrecoverable phones
-Malfunction (outside of warranty)
...
They obviously don't know. That is the only reason I can think of. Boneheads. I have processed a bunch of phones through Asurion and they are great to work with. They cover broken phones that is why you get the insurance in the first place. IF the insurance just covered scratches then why the hell would you sell so many. These guys are horrible. You probably trash them in sales.
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I have 2 corp stores within 1 mile of my agent store.........when i run into problems, I get specific details from the customer, (no names..just descriptions) then i go have a polite sitdown with the manager of the 2 stores....i express extreme gratitude to them for handlin our customers with the things we cannot do.then explain the situation and the feedback we got from our end, just giving a descrip. that the customer gave me.(i know damn well who it is, but it's best to let the manager sort that out....alwys thank the manager for their time and quickly dismiss yourself.....we have a great relationship and she frequently calls me for help also.....remenber that we are a team(agents and corp.) and if we are unified people will flock to us....
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Being a direct vzw customer service rep, Asurian has been getting a more complaints then Lockline, I have had a few cancel over the difficulties they have had....I hope things dont get worse...
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You've got a seriously misinformed agent out there somewhere. Asurion can and does cover physically damaged phones. The point of confusion might be that they don't cover *intentionally* broken phones; if a customer tells them that they broke their phone because it's out of warranty, they're SOL.
On the other hand, I'm not sure how you enforce that other than through the honor system...
On the other hand, I'm not sure how you enforce that other than through the honor system...
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