I've got a quick q for you regarding getting a replacement phone. I've had insurance on my i730 since day 1, July 2005. The original one died last December. Called VZW, they sent a refurb out no prob and charged only the overnight fee. That one died in Jan, did the same process again, verbatim. This one has now died, and, aftger talking to VZW, was told they "did the wrong thing" and that I'd have to go thru Assurion.
Called Assurion, did the "is it damaged" questions, got disconnected (grr!), called back, spent another 2o min of questioning, got an operator who told me that they will not replace the phone because it is not physically damaged.
Called VZW back, they insist that they cannot help me, and that I'll ahve to pay $50 for a replacement thru Assurion. I explained that I had two refurbs already and was not going to pay $50 for a refurb, especially when I pay the monthly $$ for insurance.
So I'm at an impasse, and would love to hear your thoughts/suggestions. ANd I just had to vent...
I hate to say it dude, but unless the phone was damaged (like it fell or was banged etc.) Assurion won't replace it. VZW is just jerking you around. They are supposed to replace a "defective" device as many times as necessary (as long as the device is defective and not damaged and you're still w/in the 1year for each phone they've sent you). My advice to u ( since i had the exact problem) is to keep calling VZW until you get a rep who will send u another one. Try being persistant about them sending you a NEW phone and not a refurb. Tell them that by their sending you a new phone that would eliminate any chance of you receiving another defective refurb. It worked for me. A nice young lady from Texas (who btw sounded beautiful) shipped me out a brand new phone still sealed in the plastic from Samsung the very next morning!
They (assurion) are supposed to replace if the phone is out of warranty.
Not sure about that! (don't listen to the regular reps; they don't know what the heck they're talking about. I once was told that if I could just go into any VZW store and if they have i730's for sale, that the store would have to give me the new phone for free by 6 different reps. So went into a VZW store and completely embarrassed myself 6 times. Then when i asked to speak to a supervisor at Assurion, she told me that she didn't know why they told me that and would arrange to make sure that their reps stop giving out false info.) According to Assurion Supervisors, they (Assurion) only replace phones two times in a one-year period (that have been physically damaged.) If the phone is out of warranty and then seems "defective" ur outta luck.
Things to keep in mind. You can get at most 2 insurance replacements in a 12 month period, and then they cancel your insurance. You can get a replacement from Verizon for $50 after the 1 year warranty (although it will be a refurb) as long as the original device is undamaged, and only has "issues".
Refurb units are normally put through more tests than new units are, and should be cosmetically identical to new units. I have had two refurbished units, and both have been as good/better than new units.
If you want a new unit from the insurance company, call them and tell them your phone fell in the toilet and is damaged and you need a replacement. They "should" send you a new unit (there are OTHER threads currently discussing if you get a new or refurb).
I would highly recommend if it is just having issues, pay the $50 from Verizon and don't waste your "2" limit from your insurance, unless the device is damaged, lost, or stolen, then I would use the insurance. A stolen device requires a police report, and sometimes they ask you to get a police report even on a lost device.
__________________
-Michael
Need help setting up your i730/i830 or other WM2003/WM5 Phone, as well as the other hacks I have done, check out the MRailing Guides and Links
Thanks, Michael. I ended up taking it up the chain at VZW to a supervisor who eventually realized that I have an extended warranty on the device. They are shipping out a refurb unit at no cost, which is fine with me. I ended up spending over 2 hours of my time on something that the VZW reps should have known about... Grrrr...
Personally, referbs are not for me. VZW sent me out two different ones that were all scratched up. When I called them to complain about it, their rep was stupid enough to try and convince me that there were no scratches on it. Unfortunately for them, their Jedi mind Trick didn't work on me. They finally agreed to send me another refurb and the screen on that one was all scratched up. It took me a couple of days bugging them over and over about it, but like I said, I finally was able to speak with a lovely (sounding) Texas girl who sent me out a brand new (Sealed) I730. My ex also received a refurb as a replacement and the paint on the sides of the phone was chipping and faded, the numbers on the buttons were faded, and the screen looked like an angry cat went to town on it. So I say, screw the refurbs! You can never go wrong with new!
VZW is just jerking you around. They are supposed to replace a "defective" device as many times as necessary (as long as the device is defective and not damaged and you're still w/in the 1year for each phone they've sent you).
That is not entirely true. Refurbs are not supposed to carry the full one year warranty like new devices. I am not sure what the tiome frame is as I have been told 6 months, 90 days, and the remainder of the original 1 year that you had on the originally purchased new device. It is not written anywhere that I could get a rep to point out for me, but they all said that your 1 year manufacturer warranty is NOT reset with a new device (One even said it didn't reset if they sent you a brand new device, so who really knows). What I do know is that the squeaky well gets the grease and if you complain enough the reps will make you happy, if your complaint is legitimate and within reason (it helps to have full documentation and present a well thought out and articulated complaint, rather than ranting and screaming)..
__________________
"Well if it isn't little Lisa Simpson, the answer to the question nobody asked!!!"
but they all said that your 1 year manufacturer warranty is NOT reset with a new device (One even said it didn't reset if they sent you a brand new device, so who really knows).
The assurion waranty is not reset after they send you a new device. Their waranty simply covers your phone for 1yr (during which you only are allowed two replacements). However, each time they replace your device, the manufacturers waranty obviously renews for each new device and are entitled to get a replacement device from VZW should it be defective ( even if the phone was a replacement by Assurion. For example:
Say I've already gotten a replacement phone from assurion cuz my phone fell and cracked. A couple of months later that phone falls into my toilet and assurion sends me out a brand new phone. BUT when I get that phone from Assurion, if it (although brand new) seems to be defective, since it is still less than 1yr since you've had it (and it is thus, still under the manufacturer's waranty), you should be able to call vzw and have them send you another phone - (it'll most-likely be a refurb, which doesn't carry a 1yr waranty on it). Assurion however, allows you 30 days to report any defects in the replacement phones they send you and they will replace it (even if it was your second replacement for the year.) After that your only hope is to pester vzw into sending you a (preferably new) replacement under the manufacturer's warranty. TRUST ME! These aren't made-up examples; it's actually what I went thru. With me however, I notified Assurion of the defects after 30 days, so they said they couldn't help me and refered me back to vzw. And after a lot of calls I got my brand new i730!
Last edited by ortizlgnd : 03-06-2007 at 02:31 PM.
If VZW (or for that matter, Asurion) replaces a unit under warranty, you should be entitled to A) the balance of the original warranty, or B) a period of, say, 30 or 60 days, whichever is longer.
And this policy should apply whether a refurb or a new unit is supplied.
The quirk comes about when a new FRU unit is provided. In principle, it carries a one-year warranty from Samsung, even though VZW (and certainly Asurion) has no obligation to support it.
Still, no consumer documentation appears to exist to reconcile this difference. Thus, unless Samsung relies on the VZW purchase date--and not on its own date code--"new" is preferable to "refurb" on this basis alone.
If VZW (or for that matter, Asurion) replaces a unit under warranty, you should be entitled to A) the balance of the original warranty, or B) a period of, say, 30 or 60 days, whichever is longer.
And this policy should apply whether a refurb or a new unit is supplied.
In principle, it carries a one-year warranty from Samsung, even though VZW (and certainly Asurion) has no obligation to support it.
Still, no consumer documentation appears to exist to reconcile this difference. --BAM
Persoanlly, I feel that there should be atleast a 6 month warranty on all refurb replacements. I say that because, say i just bought a brand new i730 (which comes with a 12 month manufacturer's warranty) and for whatever reason,it's defective -- Not damaged. So i call VZW, they send me (most-likely not a new phone) but a refurb (which comes with something like a 30-60 day warranty. That's not fair, since when I shelled out $619 for a brandnew device with a 12 month warranty, and due to no fault of my own, I get stuck with a USED (refurb) with only a 30-60 day warranty! If these refurbs are supposedly tested more rigerously than brandnew devices, then shouldn't those who receive refurbs be entitled for a better warranty than 30-60 days?
Samsung doesn't replace devices themselves, but rather, they forward you back to VZW. I've tried.
The fact that no documentation exists is theire loophole for their benefit.
Persoanlly, I feel that there should be atleast a 6 month warranty on all refurb replacements. I say that because, say i just bought a brand new i730 (which comes with a 12 month manufacturer's warranty) and for whatever reason,it's defective -- Not damaged. So i call VZW, they send me (most-likely not a new phone) but a refurb (which comes with something like a 30-60 day warranty. That's not fair, since when I shelled out $619 for a brandnew device with a 12 month warranty, and due to no fault of my own, I get stuck with a USED (refurb) with only a 30-60 day warranty! If these refurbs are supposedly tested more rigerously than brandnew devices, then shouldn't those who receive refurbs be entitled for a better warranty than 30-60 days?
Samsung doesn't replace devices themselves, but rather, they forward you back to VZW. I've tried.
The fact that no documentation exists is theire loophole for their benefit.
In the first 14 days, you will (or should) get a new replacement, since you are still in your trial period. Verizon's practice is that you get 12 months of "refurb" replacements on a device. This has been the case for years, and it is still the current trend. As long as I have not been 12 months with a device, i have had zero problems getting a replacement from Verizon. The moment I go 1 day over my 12 month period, they don't want to replace it, but instead either charge me $50 or request that I use my insurance. Whether their "written" policy is different, in practice, they give you a replacement within the 12 month period no matter how many times you "need" it.
I have had replaced (within their 12 month period):
4 - Motorola Startacs
3 - Motorola T720
3 - LG 510
6 - Samsung i600 (3 of which due to bricking with a white screen during the WM2003 to WM2003SE upgrade)
3 - Samsung i730
I have never had any issues replacing those devices, and only once have I had to use my insurace for a replacement (and this was because I ran over my i730, and it was replaced with a NIB i730).
I do know that Verizon is trying to keep frivolous replacements from happening with their devices because well over half are returned to them with nothing wrong, but users just wanting a new device, or one without cosmetic blemishes, and they feel that something is wrong (like a loose slider on the i730, although functionally it doesn't matter, and many are loose). Plus you have HUNDREDS if not thousands of different CS agents, and that is really hard to keep them all consistent about what they do.
But all of this plays in to our favor, as we have the ability to call and chat with different CS agents in the attempt to get something in our favor, while many NEVER note the account, whether we want them to or not. (I mean I called 3 times to get the 2000 SMS Allowance, when I actually needed to it sync with an Exchange server). I am sure that if you go through the hassle of calls, they would give you at least 30 days with a refurb if something happened with it, but it might take a few calls, and few "manager approvals" to get done.
So even though we have issues with replacements and CS, it does play in to our favor, because if it was written in stone, we wouldn't be able to get half of the stuff done that we do. So even though the documentation isn't there, the loophole goes both ways...
__________________
-Michael
Need help setting up your i730/i830 or other WM2003/WM5 Phone, as well as the other hacks I have done, check out the MRailing Guides and Links
I had to get an insurance replacement last Dec due to my i730 being damaged in an accident. They sent me a refurbed i730. It seemed to be working fine but lately has been having issues. Locking up frequently, no sound on calls. Things that never happened on my previous phone with the exact same configuration. I called VZW and discussed it with them and they said I had to go through the ins co. I called assurion and they wanted me to call back on a land line so they could help me "trouble shoot" the issues. I didn't have time for that at the time but they implied that if it indeed was defective they would replace it. I plan on begging for a new unit and not a refurb.
On a side note, the original i730 was damaged in a car accident which was not my fault. The claim is still open so technically I could just go buy a new i730 and put it through as damaged property. I may end up doing that to avoid dealing with assurion.
I had to get an insurance replacement last Dec due to my i730 being damaged in an accident. They sent me a refurbed i730. It seemed to be working fine but lately has been having issues. Locking up frequently, no sound on calls. Things that never happened on my previous phone with the exact same configuration. I called VZW and discussed it with them and they said I had to go through the ins co. I called assurion and they wanted me to call back on a land line so they could help me "trouble shoot" the issues. I didn't have time for that at the time but they implied that if it indeed was defective they would replace it. I plan on begging for a new unit and not a refurb.
On a side note, the original i730 was damaged in a car accident which was not my fault. The claim is still open so technically I could just go buy a new i730 and put it through as damaged property. I may end up doing that to avoid dealing with assurion.
If you have to deal with them again, then that will be your second strike, and your insurance with them will be canceled and you can't get a new policy with them for at least 12 more months...
__________________
-Michael
Need help setting up your i730/i830 or other WM2003/WM5 Phone, as well as the other hacks I have done, check out the MRailing Guides and Links
In the first 14 days, you will (or should) get a new replacement, since you are still in your trial period. Verizon's practice is that you get 12 months of "refurb" replacements on a device.
I have had replaced (within their 12 month period):
So even though we have issues with replacements and CS, it does play in to our favor, because if it was written in stone, we wouldn't be able to get half of the stuff done that we do. So even though the documentation isn't there, the loophole goes both ways...
To clarify, I was told that ON NEW DEVICES, you get 12 months of refurb replacements if needed ( Not 12 months of replacements on a refurb device). Additonally, as far as the loophole goes, tho it may "go both ways" the hole is definitely bigger on VZW's side.
To clarify, I was told that ON NEW DEVICES, you get 12 months of refurb replacements if needed ( Not 12 months of replacements on a refurb device). Additonally, as far as the loophole goes, tho it may "go both ways" the hole is definitely bigger on VZW's side.
What I meant by "refurb" replacements was that you get 12 months on your NEW device as a warranty, but that all of the replacements are refurbished items during that 12 month period, unless you hit their "no lemon" policy, at which time a manager can send you a NIB replacement.
__________________
-Michael
Need help setting up your i730/i830 or other WM2003/WM5 Phone, as well as the other hacks I have done, check out the MRailing Guides and Links
So, should I be dealing directly with Verizon then and force them to replace the phone? I am probably over 90 days with this one. I don't think I should get a 2nd strike if I am dealing with a defective phone from assurion. If it was damaged yes, defective no.
Quote:
Originally Posted by mrailing
If you have to deal with them again, then that will be your second strike, and your insurance with them will be canceled and you can't get a new policy with them for at least 12 more months...
So, should I be dealing directly with Verizon then and force them to replace the phone? I am probably over 90 days with this one. I don't think I should get a 2nd strike if I am dealing with a defective phone from assurion. If it was damaged yes, defective no.
If the phone is bad and you are still in your year with Verizon, keep calling them to work on a replacement. Tell them you are still in your 12 month warranty on the phone and it's still not working. They should send you a refurb unit. If not, they might offer you a refurb for $50, which is the same deductible that the insurance company requires, so then you aren't using your 2 replacements in 12 months.
Key to CS at Verizon is to be nice, extremely nice on the phone. Start off the conversation by asking them to repeat their name, as them if they have any badge number or rep number (they usually don't), then ask them what call center they are based. This will let them know you are recording the information (which you should be writing down). Next explain your problem very clearly and everything you have tried, and then NICELY explain what you want to have done. So for example:
"I am having problems with the stylus and screen recognition. The lower portion of my screen doesn't want to recognize any stylus input. I have tried a full reset (hard reset) of my phone, have gone through the FAQ on your website, and even tried many of the message boards online. I have tried recalibrating my phone numerous times, and it won't calibrate and just gets stuck in a loop and says that calibration failed. All of the message boards online told me to contact Verizon directly to get a replacement since it sounds like the touch screen is faulty. I have taken good care of my device, haven't dropped it, and it hasn't gotten wet. The condition is getting worse and moving up the screen. How do I go about getting a warranty replacement?"
Key is being nice, and explain everything in detail and ask questions for exactly what you want, in this case a warranty replacement. They might say they would like you to try a few things, and if they want you to do that, say you are willing, but you have been working on all of the suggestions now for weeks. They will probably request that you do a hard reset, and in this example, in doing so will not let the device calibrate when it reboots and will fail, which you can explain, or humor them and do it.
Eventually they will either order you a replacement or tell you to get it replaced via insurance. If this is the case, politely say that this is not acceptable as the device isn't lost, stolen, or damaged, it simply falls under a faulty part, and you would like the warranty to cover it, not to use up one of your insurance claims. If they still won't help you, ask to speak to a manager, and start over again, working up the chain. If that doesn't work, tell them goodbye and call back.
I would be willing to bet that you could get a replacement device on the first call, and worst case is they might say that a replacement device will cost $50, which is the same cost as insurance, but you don't have to file a claim. Key things are to be nice, make it a point to get their information again (have them repeat it), and to say you want a warranty replacement.
__________________
-Michael
Need help setting up your i730/i830 or other WM2003/WM5 Phone, as well as the other hacks I have done, check out the MRailing Guides and Links
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