Asurion and the Maxx....

Discussion in 'Droid RAZR MAXX' started by Hockey, Mar 22, 2012.

  1. Hockey
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    Hockey New Member

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    I am a Paramedic for my one job and as we were pulling a patient out of the truck, she kicked me in the chest. Checked my phone and my screen is shattered. So..since I have insurance....I call Asurion. File my stuff on the automated system and go talk to the human.

    He tells me they don't have the Maxx. I'm like wait..what? When will you get more in? He tells me maybe 5-7 days but he doubts it since they really haven't had Maxx's come in in a while. So I got another email today telling me the same 5-7 more days till possibly in stock. My phone is unusable...

    He tells me there is nothing comparable to the Maxx so they can't help me.

    WHY do I pay insurance every month if they can't even give me a new phone?!?! I'm going to Verizon tomorrow and going to see what they can do...this is ridiculous....

    Any advice? I need my phone for work so its not helping out...
  2. thaDroidz
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    thaDroidz New Member

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    Sucks....
    Since it happened on the job and it's needed I would also hit my boss up for a replacement .....

    ----posted maxx'ed out----
  3. MysticalDreams
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    MysticalDreams Member

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    I'm a b*tch when it comes to CS. If they sell me insurance on a phone I bought and they can't either give me the same type of phone or something *I* deem to be better, I won't leave the store until I have someone, somewhere, willing to replace my phone or get someone on the phone at corporate that is going to make it right. Keep going up the supervisor ladder until they make it right!


    This is the side of me I don't let my husband see... he saw a glimpse of it once and since then he says, I will leave the room and let you do your thing!! :icon_ devil:


    PS I don't think the employer should have to pay for Asurion's lack of inventory, if anything Asurion should have to obtain a new one if that is what it takes to make it right!
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  4. huskur
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    huskur Well-Known Member

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    Go to a local Verizon Wireless store and explain what you just told us. They will happy to help. Loyal customers are valued these days.
  5. Hockey
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    Hockey New Member

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    Won't happen lol

    I'll be heading up there here shortly when they open in about 40 minutes. Hopefully they're in a good mood
  6. Picaso86
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    Picaso86 New Member

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    I will be so mad at Asurion. Try to go at the Verizon Corporate ladder until someone pays attention. Last year, I had the same issue with my TBolt and let me tell you, I wrote an email everyday until I got a new phone. Good Luck...
  7. SallyC
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    SallyC Well-Known Member

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    Looking at Verzion's FAQ about insurance (question #5) it says (my emphasis bolded):

    If I file a claim through Total Equipment Coverage or Wireless Phone Protection, how quickly will I receive my replacement device?
    For insurance claims received Monday through Thursday (for lost, stolen, or damaged devices under Total Equipment Coverage or Wireless Phone Protection) Asurion will ship your device for next business day delivery. Please click here for claim and shipping timelines.

    • For claims received on Friday prior to the claim and shipping timeline noted here, devices will be shipped for Saturday delivery; you can request Monday delivery.​
    • Claims completed Friday after the shipping timeline noted here but before Saturday at 3:30 p.m. Eastern (12:30 pm Pacific) will ship for Monday delivery.​
    • Claims completed Saturday after 3:30 p.m. and all day Sunday will be shipped for Tuesday delivery.​
    Note: Next day/Saturday delivery may not be available in some locations.​
    For defective device claims, replacement devices may be obtained by visiting a Verizon Wireless Store or by calling (866) 406-5154.

    I would consider what they are telling you to be a breach of contract. Maybe talking to the supervisor, getting their name, and then going to Verizon customer support would be helpful. I think they work very hard to resolve these issues. Otherwise you can threaten various other actions.

    Btw, I had to laugh about how your phone got broken - a patient kicking you. Sorry, but I used to work as an RN in Critical Care and ED and your story bought back a lot of oddly fond memories. Glad you didn't get hurt.
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  8. Hockey
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    Hockey New Member

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    Breach of contract? I'm sure they have something in there about backorders.

    I went into two stores, both don't have the Maxx and said they MIGHT get some in next week, but the same thing happened last week and the week before and nothing came in. Both stores said they haven't had any in since the day I got mine (release day)

    I called the *611 number and talked to a lady and told her basically I am paying the $7 or $7.99 or whatever it is for what? NOTHING!. She kept saying she understood, and if they had any in, she would just bypass Asurion and charge me $99 for a new Maxx. But they don't have any in. She said some might be in on the 26th, but don't hold my breath.

    So I call Asurion back, and they tell me the same thing. This time, (I think he was some kind of supervisor I guess) he told me that they haven't had any Maxx's in in quite a while. And it is very possible that they won't get any in until June or even until early Fall.

    Guys...I don't even know what to say...or do? The screen gets EXTREMELY hot after a few minutes of use. It goes haywire. Replacing the screen isn't an option because something underneath is broke too I believe causing it to do this.

    The guy from Asurion said I could always buy a Maxx off eBay or somewhere and then send the receipt into Asurion and they might reimburse me. MIGHT?!?!? NO!

    He told me they are out of Razr's as well, but they couldn't offer it to me anyway because everything out there is a downgrade


    I have no idea what to do...
  9. jntdroid
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    jntdroid DF Super Moderator Premium Member

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    The only places around my area that have a Maxx in stock are the authorized premium retailers. Depending on your location, Best Buy might have them as well.

    But I have no idea how you could make it work since neither of those are Verizon corporate, and you'd likely have to pay full retail.

    I'm assuming you are, but have to ask - are you beyond your 14 days to return/exchange?
  10. Hockey
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    Hockey New Member

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    Yup, I got mine the day of, or one day after release at the store.
  11. jntdroid
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    jntdroid DF Super Moderator Premium Member

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    Dang... I was going to say take it back and make them let you return it. Then head over to a BB or premium retailer and get your upgrade there.

    Hmm... at the very least, if there's no immediate solution (which there simply might not be due to the lack of stock of this phone), they should refund you your Asurion costs since you got the Maxx.

    I have a feeling the best you're going to be able to do is getting the Verizon store to swap it out for a loaner until they get more Maxx's in.
  12. Vulcan1600
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    Vulcan1600 DF Super Moderator Staff Member Premium Member

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    What is Asurion offering as an alternative to the Maxx? They had to have done that? Be calm, call Asurion back, request to escalate to a Supervisor. Be sickning sweet nice and explain what's going on and how you, as a paramedic need the replacement badly. I say Asurion first since you have insurance. If you get nowhere with Asurion, call *611, thank the helpful CS rep profusely, but that you again need to escalate to a supervisor. When they do that, be sure to ask if they are an actual Supervisor or if they are in the supervisor que as a helpout. If they are not an actual supervisor tell them you need to actually speak to a Supervisor, and then if they are not able to help you (all the while being super nice and polite), then tell them you need to escalate to their "A.D." - which is the associate director, or in other words, the Supervisor's boss. They will probably tell you the A.D. will need to call you back, which is not unusual. Explain to them what has happened.

    My other thought, anything you can do to get reimbursed for the broken phone from the patient's insurance?
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  13. jntdroid
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    jntdroid DF Super Moderator Premium Member

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    You might check with Ensquared or someone like that as well... they allow up to 3 incidents within your 2 years, so they *might* take you on knowing that. However, the issue of supply could be a problem there as well.
  14. jkaod
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    jkaod Active Member

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    What Vulcan said is probably the very best way to go about it. In my experience, ASURION SUCKS! They screwed me over on a replacement. I'll never use them again. I buy insurance from another provider. Like jntdroid said though, lack of supply will be an issue. I always keep my old phone for an emergency back up in cases like this until I can get things straightened out. I don't know if this is an option for you just to tide you over. I've even loaned my old phone to a friend who had an issue similar to this. Do you have a buddy with an old phone lying around that you could activate and use for a few days?
    Dealing directly with Verizon as Vulcan said may give you the best and quickest results. I would also emphasize the "nice and polite" aspect of his comment. Good luck
  15. Hockey
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    Hockey New Member

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    Vulcan, they said they cannot offer me any alternative since the "Maxx is the best, and everything else is a downgrade. We can't do that".

    I have been very calm, and have talked with a supervisor I believe (he put me on hold and told me he was getting one since we are having problems, but I never confirmed it)

    And no go on the patient's insurance. Medicare, and I would have better luck getting elected POTUS before getting something from them. The patient wasn't mentally there, so I can't blame them really.
  16. jkaod
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    jkaod Active Member

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    Hockey for POTUS!! Hockey for POTUS!!! I tried to help you out, but that hockey puck that currently lives in the white house won't leave.
    It really sounds like just an issue if waiting for a phone to get in stock. I'm sure Verizon will have one sooner than Asurion and it would be a NIB phone too, not a CLNR. I'd keep going that route. Call every VZW store within a 50 mile radius and see if you can find one in stock and if you are really lucky and find one, ask them to hold it for you, call CS back and confirm that they will let you get that one for $99 and then jump on it. That's assuming that anyone has them in stock. I think Moto seriously underestimated the demand for the Maxx.
  17. weatherlover1
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    weatherlover1 New Member

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    Okay was that new phones or refurb phones they don't have? Because my Maxx died last week(tail end of my 14 day return). I called Verizon Friday night they shipped me a new Maxx out Monday and I got it yesterday. No backordering or anything.. It came out of Memphis Tennessee. They have Maxx's the question is are they willing to FIND you one??
  18. Hockey
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    Hockey New Member

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    New they said.

    The problem is, they can do a warranty exchange, however once they see the damage, I get popped with $300 they said.





    Someone sent me a PM mentioning small claims for full retail minus $99 against Asurion for breach of contract. Really don't want to do that, but we'll see.


    Hockey in 2013!
  19. Andielyn
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    Andielyn New Member

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    take it to the Verizon store for a temporary replacement!

    I had a similar situation with my daughter's phone awhile ago (damaged/unusable/no comparable one in stock). Got nowhere with Assurion but at the local Verizon store, they gave us a different model they had in stock, ordered the replacement, then made the swap when it came in. It meant she had to live without "her" phone for about a week, but that was better than NO phone.

    If you haven't gone that route yet, please try it. Verizon was very accommodating.
  20. Hockey
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    Hockey New Member

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    None of the stores have no clue what you, and Asurion even are talking about. I have never heard of this either. Nobody does "Loaner" phones around these parts
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