Filed claim and received replacement for Galaxy S* Edge. S* Edge was replacement for my...
GetHuman2689014's customer service issue with Asurion from April 2019
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The issue in GetHuman2689014's own words
Filed claim and received replacement for Galaxy S* Edge. S* Edge was replacement for my S*. Original S* had defective camera (did not work at all), was offered an S* to replace defective S* Edge, opted to stay with S* Edge as I had already purchased Otterbox Alpha Glass Screen Protector and a Unicorn Pro Beetle Protective Case. This all transpired in Oct.*Nov. ****. Inside of * months I noticed a half moon shaped what I assume was a crack on the edge of the screen. How can this be? Anyhow over the next few weeks a crack develops from half moon crack the full lenngth of the screen. I decide I need to fill a claim. I do so online. Of Course it wants me to pay the deductible and wants to send me a replcement S* Edge. I process the claim, pay the deductible. I am now sitting here with the replacement phone wondering***) Why did I pay a deductible? I had reservations about the "edge" design phone in the first place but it was the only Samsung unit available to me to replace my S* and I am a devoted Samsung user.**) Why was I not offered a choice of replacements when I went about filling this claim? I was offered an S* when I called about the defective camera on the original S* Edge sent to me to replace my S*.*Itruly don't believe that the damaged screen on this S* Edge was caused by anything I did, I obviously take great care and caution with my phone, my S* was more than * years old and the only reason it wound up with a cracked screen was due to the fact I had to remove it from its Otterbox as it was overheating due to a specific app I was using.*I've paid the deductible for this claim, however, I really do not want to have to continue to use an "Edge" design phone as I believe they are inferior and obviously more prone to having an issue.*I present all this because what I am wondering is do I have the option of a different Samsung model as a replacement? I have gone no further than opening the shipping box on this claim, hoping that there may be some alternative. Please respond at your earliest convenience so we can finish this process, whatever it be. Thanks for your consideration in this matter. Should someone wish to speak with me I can be reached at ***.***.******The transaction is *Claim ID: ***********Thanks again,*Sincerely,*Jackson Hourihan
GetHuman2689014 did not yet indicate what Asurion should do to make this right.
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How GetHuman2689014 fixed the problem
Called customer service, explained dilemma. Agent unfortunately was not able to resolve isuue,though her explanation was sound. When she asked if there was anything furhter she could assist me with I told her "no, not unless you can direct me to someone who may be able to help me with this issue." She said she could escalate me to her supervisor. *My whole issue was I did not want a "edge" design in the first place. This supervisor, Janelle, understood my reasoning and was able to supply me with a Samsung S* (no egde here) which I feel addressed my concerns. *I remained calm, respectful yet undeterred in my objective to atleast receive a replacement that satisfied what I was looking for.
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