My Thunderbolt and Asurion

Discussion in 'Android General Discussions' started by TheBrom14, Jun 25, 2012.

  1. TheBrom14

    TheBrom14 New Member

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    Hi everybody, this is my first post to the forum.

    So I have an interesting story with my current HTC Thunderbolt. First of all, the TB is my first ever smartphone; however, my job involves dealing with them every day so I know a thing or two.

    I do though have a question and/or am looking for some advice. Many of you might have heard of the common "random reboot" problem that some of the Thunderbolts have experienced since being released; mine was one of them with that problem. I love(d) the phone itself but I realized after a few days that it would randomly shut itself off at the strangest times. One time, even, it shut itself off in the middle of the night, effectively shutting off my primary alarm clock which made me late for school as well. I had brought it in to two local Verizon stores: One employee assured me that he'd never heard of the issue. The second employee recognized my issue and told me that it was a common problem and that they are trying really hard to fix it. It was even suggested that I try fitting a ripped and folded up piece of paper between my battery and back plate on my phone (tried, issue not resolved). Also, I was told to factory reset, wait for the software update, and factory reset again, but no luck. It had gotten to the point of happening multiple times a week and even up to four times in one day.

    I found out that the only way to get the phone up and running again was to remove the battery, wait a minute, re-insert it and power it on (took about five minutes to turn on after removing the battery). After all of the battery removing, as well as having to take off my protective phone case, the rubber part of the case began to tear. Once the case became less protective, I decided to go a few days without it on and what do you know? Dropped on its side. Now the upper left part of the screen has a minor crack and some chipping.

    About a week ago, my TB began having trouble picking up a mobile network (Recieved 3G and 4G signals, but nothing data-connected would work). It had happened once or twice in the past but it also happened at odd times over the next couple of days and eventually the calling portion of my phone was failing and continued receiving messages that the application android phone had failed. About two days ago, the phone "application" was failing again so I decided that I should bring it into another Verizon store to have it looked at again. I was confirmed what I had about been epecting this whole time: the minor physical damage to the screen from before voided any sort of one-year manufacturer warranty that had originally come with my purchase.

    Now, I understand that HTC and Verizon don't want to take back my damaged phone... It would be much harder to re-sell. But I had had plenty of problems communicating with both of them in the past when it was in good physical condition. Needless to say it's pretty frustrating. I DO have Asurion insurance on my phone and am thinking about paying the $99 for a new replacement (though I don't feel like I should have to after all the fuss).

    I've also thought about sending the phone to HTC to fix whatever is wrong internally with the phone, then just fixing the screen with a kit at another time... as well as buying a phone from ebay (though that sounds semi-shady to me, maybe I'm wrong). The thing is, as happy as I am with the Thunderbolt as a phone, but haven't had the best experience with it and would have a tough time accepting having to pay another hundred dollars for a probably refurbished device that's the same as I have right now.

    Does anybody know if the Thunderbolt is still available through Asurion and if that would in fact be the phone I received if I were to make a claim? The lady I spoke to most recently through Verizon informed me that they no longer even carry the Thunderbolt and that the HTC Rezound would be what my most likely replacement would be-- if it were up to her. I would be a lot more willing to pay the deductible if it meant having one of the newer 4G phones with Verizon like perhaps the Razr or Rezound (the Rezound makes sense to me because it and the TB are both made by HTC so are similar). Any input would be appreciated, as well as any sort of advice from Android pro's like yourselves.
    (Sorry about length)

    Thanks!
     
  2. Beka27

    Beka27 Active Member

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    Really, all you can do is call up Asurion and try. The TB isn't THAT old of a phone that they shouldn't have replacements available. (My brother for example just had his original Droid X replaced by Asurion for another original Droid X and that phone is going on two years old, the TB is not even a year and a half old...)

    More typically tho, you need to go through 2, 3, 4+ replacements before you are offered an "upgraded" replacement. Take the time and receive a TB replacement and SEE if it works to your satisfaction. If it doesn't, send it back. Repeat the process until you find a TB that WORKS... or get offered a different replacement. Or you can try asking for an early upgrade to new phone. Lots of folks are getting early upgrades right now.

    EDITED TO ADD: If you're wanting to go the early upgrade route, I would recommend you try that sooner rather than later. The 27th is the cut-off for keeping unlimited data. If the first person says no, call back. Repeat until you get a yes. This might take a half dozen calls.
     
    Last edited: Jun 25, 2012
  3. TheBrom14

    TheBrom14 New Member

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    As I am familiar with it, all Asurion replacements go through calling in to Asurion, right? It doesn't have anything to do with the stock at Verizon stores and I can't just pick one up at a corporate or retail location? I became really encouraged when the Verizon lady guessed I would be getting the Rezound if I paid the deductible.

    Yes, Verizon is changing all of their data plans to be shared over the whole account starting the 28th. At that point, any unlimited data packages can only be kept if you buy your upgraded smartphone at the full retail price (I believe you don't need to extend your contract at that point). For some situations, it becomes much more expensive and inconvenient; however, others are able to save money on their monthly bill while sharing their data and getting unlimited minutes and texting (which is becoming the standard). I, unfortunately am capped to 2 GB of data each month because I upgraded last September.

    Thanks for your advice, I'm just afraid because in addition to people taking a while to find the replacement phone that works for them, I have heard situations where people actually get a DOWNGRADED phone when they send in for a replacement. With the Thunderbolt being the first 4G LTE phone made from Verizon, that might actually put me another tier down (that is IF they don't have TB's in stock).

    Has anybody else had any experience sending in for a replacement for their Thunderbolt or would like to share their experience from trading in another phone with Asurion?
     
  4. Beka27

    Beka27 Active Member

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    Yes, the replacements go thru Asurion, not Verizon. My brother's phone was stolen. He called Asurion late that night, it was waiting for him the next morning. They are really fast at getting phones out to you.

    If they don't have the phone you are replacing, they will bump you up rather than down. I wouldn't accept a downgraded phone. The worst case scenario is you get another TB that doesn't work to your specifications and you need to return it a few times.
     
    Last edited: Jun 25, 2012
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