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Top message:  Customer Service very lacking by Ejkbou   Oct 23, 2013, 2:44 PM

Replying to:  Re: Customer Service very lacking by Ejkbou   Oct 28, 2013, 1:37 PM

Re: Customer Service very lacking

by epik    Oct 29, 2013, 1:43 PM

Seems to me that both interactions should have been handled differently - the first with a follow-up, the second with more empathy.

As for insurance, unless you've been telling the insurance company about your damage, they probably would have no idea your damage had been reported to Verizon. In most parts of the country Verizon is in an open enrollment period for insurance, so adding it isn't fraudulent. The part that may be questionable would be filing a claim within the first 30 days of adding insurance, which would surely cause issues with the insurance company. Still, if you did add it they -should- be having the phone inspected for damage, which would likely negate the whole notion anyway. Even if you got past that, you'd have to wait to file a claim. Basically, if they smell something is up, they simply won't offer the replacement and avoid any notions of fraud anyway.

It sounds like they offered the only options they had to them at this point. An early upgrade is a rare thing these days, even though they used to be very common. The problem for most customers stems from the fact that the options they can provide at this point aren't the options customers want to hear. Still, it's not impossible, just very, very difficult.

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