Dropped Phone Have Verizon Insurance

[Rose4uKY]

Phone came from Samsung but it's a S21 Ultra Verizon brand. Dropped it last night on my driveway and it hit pretty hard. I have a Glass Fusion on it by Zagg. Screen didn't crack but protector messed up in several places and my phone is messed up pixelated lines one going down the side by the edge screen and another going across under the date and weather and some yellow light is flashing. I am so upset I was crying.

Anyway I have the Verizon Insurance it's like 6.80 a month I pay do I go through them or is it still under a 1 year from Samsung. I know it's my fault and I dropped it and the phone works but I am still so upset and I am worried if it can't be fixed will I even be able to get another one like refurb from Verizon insurance anyways cause I have the 512 model I forgot to mention and their hard to come by.

 

[Mooncatt]

Because this was an accident, warranty wouldn't cover it, so you would have to go through insurance.

Just a heads up that you'll most likely be sent a refurbished unit, not your current one repaired and sent back. Make sure you have anything important backed up, because you will lose your data. They may even require a factory reset before shipping out.

 

[BerryBubbles]

I'm so sorry about your phone, I know it is heartbreaking.

 

[Rose4uKY]

Because this was an accident, warranty wouldn't cover it, so you would have to go through insurance.

Just a heads up that you'll most likely be sent a refurbished unit, not your current one repaired and sent back. Make sure you have anything important backed up, because you will lose your data. They may even require a factory reset before shipping out.

So because I dropped it warranty doesn't cover it? Verizon told me to call Asurion and they said no it's under warranty call back Verizon but I didn't say I dropped it I just said I noticed pixelated stuff on the screen. And $249 deductible was mentioned on the recording but then she transferred me back to Verizon from Asurion. Phone came from Samsung but is a Verizon phone. Wonder if it's cheaper to go to U Break We Fix It and just pay and see if they can fix it? I am just so upset! I am fine with a refurb but I am sure their isn't any 512's available. Verizon is transferring me to a higher up tech 2 tier but I guess I need to tell them I dropped it.

 

[Mooncatt]

So because I dropped it warranty doesn't cover it? Verizon told me to call Asurion and they said no it's under warranty call back Verizon but I didn't say I dropped it I just said I noticed pixelated stuff on the screen. And $249 deductible was mentioned on the recording but then she transferred me back to Verizon from Asurion. Phone came from Samsung but is a Verizon phone. Wonder if it's cheaper to go to U Break We Fix It and just pay and see if they can fix it? I am just so upset! I am fine with a refurb but I am sure their isn't any 512's available. Verizon is transferring me to a higher up tech 2 tier but I guess I need to tell them I dropped it.

Technically speaking, warranty only covers manufacture defects, not accidents. If you try submitting a warranty claim, you run the risk of them finding signs of abuse from the drop. If you had told Asurion it happened due to a drop, I'm willing to bet they would then process the accidental damage claim. I'm not going to suggest you try pulling a fast one on Samsung, so my advice is still trying to process through insurance and be up front about what happened. If they still insist on filing a standard warranty claim, then I would say go for it and hope for the best.

 

[Rose4uKY]

Technically speaking, warranty only covers manufacture defects, not accidents. If you try submitting a warranty claim, you run the risk of them finding signs of abuse from the drop. If you had told Asurion it happened due to a drop, I'm willing to bet they would then process the accidental damage claim. I'm not going to suggest you try pulling a fast one on Samsung, so my advice is still trying to process through insurance and be up front about what happened. If they still insist on filing a standard warranty claim, then I would say go for it and hope for the best.

Ok Thanks! I am already calling back Asurion to let them know. I went to file a claim online and wrote what happened and it says The damage you described is not covered by this program. I am trying to get a live person back am on hold for so long.

I just know I was paying one price for insurance and it covered all lines on my account I have 4 and then they mentioned this 6.85 plan that was cheaper per line and I'm not a 100 percent sure what it covers.

 

[felloffthetruck]

I would not mention anything about dropping it. Just say that it messed up on it's own.
Is there any damage that would indicate that it was dropped?

512GB is going to be hard to replace.

This is just my opinion, handle this as you will.

 

[Rose4uKY]

I would not mention anything about dropping it. Just say that it messed up on it's own.
Is there any damage that would indicate that it was dropped?

512GB is going to be hard to replace.

This is just my opinion, handle this as you will.

Well I didn't know what to do and I was going to treat it like a cracked screen which was an option to choose and is $29 to fix thinking a new screen would fix it but he said a new screen wont fix this and mentioned software I don't know. He said if I went into the break it fix it place they won't be able to do anything.

But I told them earlier no I didn't drop it and that is when they said call Verizon for a warranty exchange and she was transferring me to a higher up tier 2 tech support and we got cut off and I couldn't get back through was on hold forever. This lady was marking my account on Asurion with notes of what I told her. But now that my husband took off the messed up screen protector the black spot in between the pixelated lines he says makes you think their was impact and they should be able to tell it was dropped.

But I didn't know what to do and what she put on my account so I said my husband dropped it and left for work and didn't notice it was messed up. But all I can do is wait and see if I get one or not. And I do have to pay the $249 deductible which sucks but oh well. I know it will be a refurb but the phone is fairly new so hopefully it will be ok. I am just upset over it all and wasn't sure how Verizon insurance even worked since I had switched plans I was on. He said normally it's the next day but since it's back ordered it will be 3-5 business days. Cause I said oh I know it's on back order and he said again yes but you will get within 3 to 5 business days and it will have a 1 year warranty. I know when my dad lost his iphone 8 he paid $99 and got it the next day.

 

[djousma]

Ok, i would go to the ubreakifix place first. A screen replacement is like $300 for a S21U. Yea, out of your pocket, but if you have to pay a $249 deductible anyway? At ubreakifix you get YOUR phone repaired, not a refurb.

Just walk in there, and show them the damage and see what they say.

 

[Rose4uKY]

Ok, i would go to the ubreakifix place first. A screen replacement is like $300 for a S21U. Yea, out of your pocket, but if you have to pay a $249 deductible anyway? At ubreakifix you get YOUR phone repaired, not a refurb.

Just walk in there, and show them the damage and see what they say.

Thanks! I was going to stop in there before work but Asurion was so sure if the screen wasn't cracked the pixelated lines a new screen wouldn't fix it. But yeah thanks! I was either going to call them or stop in there before work. Either way it's just a pain to have to reset up another phone. Yes I back up and will restore but settings and all my apps and fingerprint I use.

Does anyone know about Zagg protectors since I dropped the phone and it's damaged in a few places is that covered under warranty? My husband took it off the phone to see if their was a crack in this one spot and their wasn't just a little spot looks like black paint from the impact by the lines.

 

[felloffthetruck]

Those Zagg film protectors are pretty much worthless. Did you have a case on the phone at the time of the drop? If so, what kind.

Hope you get this all worked out.

 

[Rose4uKY]

Those Zagg film protectors are pretty much worthless. Did you have a case on the phone at the time of the drop? If so, what kind.

Hope you get this all worked out.

Yes I have this Iblason case. My husband said cause it fell flat on it's front and we have this hilly driveway it's not flat. But I had this glass fusion Zagg on there and it was 45 bucks I think and I would like to get it replaced if I can. I know people were liking the Spigen one.

I just saw my Asurion email saying Unfortunately, your replacement device is not available for immediate delivery. We'll send your replacement as soon as it becomes available, and we’ll notify you via email. In the meantime, we’ll provide status updates via email every two days. I knew it was backordered but the guy told me on the phone instead of right away it will be 3 to 5 business days which I doubt. I am glad I can still use my phone though.

 

[bxrider117]

I have processed claims through Assurion before and there is always a deductible. When they did not have my exact phone to offer as a replacement I was always able to trade up. However nothing is higher than s21 ultra 512gb. So Assurion may offer a cash pay out of actual cash value minus $249 deductible if they do not have a 512gb ultra to offer in replacement.
From you description of the drop sounds like your screen and digitizer is damaged and that may cost more than just a glass screen replacement.
I would just go through Assurion cause that is what it is there for. Unless they say your plan does not cover drops.
With Assurion different tier of coverages and cost that was the reason I stopped paying for phone insurance. You can also check with home insurance to see if it covers your phone.

 

[Rose4uKY]

I have processed claims through Assurion before and there is always a deductible. When they did not have my exact phone to offer as a replacement I was always able to trade up. However nothing is higher than s21 ultra 512gb. So Assurion may offer a cash pay out of actual cash value minus $249 deductible if they do not have a 512gb ultra to offer in replacement.
From you description of the drop sounds like your screen and digitizer is damaged and that may cost more than just a glass screen replacement.
I would just go through Assurion cause that is what it is there for. Unless they say your plan does not cover drops.
With Assurion different tier of coverages and cost that was the reason I stopped paying for phone insurance. You can also check with home insurance to see if it covers your phone.

I knew their would be a deductible just wasn't sure how much. And yes he mentioned if they didn't have my phone they could send a comparable or something till mine came in I think he said but I told him mine works I can wait. He said 3 to 5 days which I doubt. But yes it's $249 and I don't really like that it's a refurb but the phone is so new hopefully it will be fine. I know it's the latest and greatest which is why I want the same. I know the 512 is hard to come by. It stinks! I am just upset with myself. I usually put my phone in my purse till I get in the house and I didn't this time.

Edit: I am headed to the ubreak it place just to let them look at it for the heck of it cause they don't answer their phone. Another place called The Cell Phone Doctor here in town said the phone is to new they don't have parts for it yet but it sounds like a new screen would fix it cause the digitizer has to do with LCD but I don't know another place that popped up just when I was googling U break its phone number said 450 to 500 bucks he said it sounds like but he would have to see it.

 

[L0n3N1nja]

I'm not sure if they still do it but I used to work for Verizon and if you did a warranty replacement claiming no physical/water damage and sent in a damaged phone they would charge your bill the retail price of the replacement.

It's a good thing you did the insurance claim. On a device this new you might actually get a new phone if there aren't refurbs available and even if you do get a refurb they are in new condition, likely a phone returned in the 14 day window because someone decided they didn't like it.

 

[Rose4uKY]

I'm not sure if they still do it but I used to work for Verizon and if you did a warranty replacement claiming no physical/water damage and sent in a damaged phone they would charge your bill the retail price of the replacement.

It's a good thing you did the insurance claim. On a device this new you might actually get a new phone if there aren't refurbs available and even if you do get a refurb they are in new condition, likely a phone returned in the 14 day window because someone decided they didn't like it.

Well I thought that about the phone being fairly new and that maybe it wouldn't be a broken repaired one maybe one someone just didn't want. But today I went into the U break it place and told her how they told me from Asurion it wasn't the screen and mentioned software under the screen and how he told me if I took it to you all you would say you can't fix it. And she said no you just need your screen replaced and we can fix it. She couldn't mark it as a cracked screen but she punched something in and said a screen comes with the digitizer and I forgot what else she said. She gave me a receipt and said come back Wednesday. I said our you sure she said yes. So now I just wait and see my Asurion claim is on hold but no telling when they would of gotten one anyway. Cause their are no 512's. So I pray this works cause I have never had a problem like this as long as I have owned a phone and I lost one flip phone way back in the day and had to use insurance and pay $50 for a new one.

 

[felloffthetruck]

Well I thought that about the phone being fairly new and that maybe it wouldn't be a broken repaired one maybe one someone just didn't want. But today I went into the U break it place and told her how they told me from Asurion it wasn't the screen and mentioned software under the screen and how he told me if I took it to you all you would say you can't fix it. And she said no you just need your screen replaced and we can fix it. She couldn't mark it as a cracked screen but she punched something in and said a screen comes with the digitizer and I forgot what else she said. She gave me a receipt and said come back Wednesday. I said our you sure she said yes. So now I just wait and see my Asurion claim is on hold but no telling when they would of gotten one anyway. Cause their are no 512's. So I pray this works cause I have never had a problem like this as long as I have owned a phone and I lost one flip phone way back in the day and had to use insurance and pay $50 for a new one.

How much is the repair with the U Break place? Will your insurance cover them fixing it?

 

[Rose4uKY]

How much is the repair with the U Break place? Will your insurance cover them fixing it?

She said it's under warranty I bought the phone from Samsung she said everything went through for them to replace the screen. But even through warranty a screen is $29 bucks. So I don't know I'll find out Wednesday. I hope they don't call me tomorrow saying yeah you were right we can't fix it cause she seemed so sure.

 

[felloffthetruck]

She said it's under warranty I bought the phone from Samsung she said everything went through for them to replace the screen. But even through warranty a screen is $29 bucks. So I don't know I'll find out Wednesday. I hope they don't call me tomorrow saying yeah you were right we can't fix it cause she seemed so sure.

Sounds good. Hopefully it all works out for you.

 

[Rose4uKY]

Sounds good. Hopefully it all works out for you.

I'm praying it does too thanks! 1st time anything like that has happened. I was in tears :-(