Verizon warranty questions?

Hi, I have a few questions about the verizon wireless warranty service (btw, I have the $4.99/month warranty). My LG VX9800 phone is damaged and I'm going to use the warranty. I'm really like the newer VX9900 (enV) because it's so much thinner and pant-friendly, so I want to try to have the money I would get from the warranty go towards upgrading from the VX9800 to the 9900, but I'm not sure how that works, if it even does. So here are a few questions I have:

I was wondering if I could upgrade to the LG VX 9900 by paying the difference or something? If I can't get a new model of phone, will I at least get the same model of phone that I had before? Do I have to send my phone in to get repaired or will they provide me with one in the store? Will I be reimbursed for the games I had on my phone? What's the best way to go about repairing the phone? should I call Verizon or just go to a Verizon store?

It's been a big hassle trying to figure these questions out, and I know you guys on here know your stuff. I really appreciate any help I get.

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Originally Posted by TimIM21000

Hi, I have a few questions about the verizon wireless warranty service (btw, I have the $4.99/month warranty). My LG VX9800 phone is damaged and I'm going to use the warranty. I'm really like the newer VX9900 (enV) because it's so much thinner and pant-friendly, so I want to try to have the money I would get from the warranty go towards upgrading from the VX9800 to the 9900, but I'm not sure how that works, if it even does. So here are a few questions I have:

I was wondering if I could upgrade to the LG VX 9900 by paying the difference or something? If I can't get a new model of phone, will I at least get the same model of phone that I had before? Do I have to send my phone in to get repaired or will they provide me with one in the store? Will I be reimbursed for the games I had on my phone? What's the best way to go about repairing the phone? should I call Verizon or just go to a Verizon store?

It's been a big hassle trying to figure these questions out, and I know you guys on here know your stuff. I really appreciate any help I get.

Verizon has nothing to do with determining the insurance options. Asurion is a third party company that will make the determination whether or not they will allow you to replace your damaged 9800 with the newer 9900. When you contact Asurion they will send you the replacement phone and once you get it activated, you will send the damaged phone back to them. You will not go into the store to do any of it.

you have a service contract, not a warranty, and that does not allow upgrades.

You have a coverage plan, that covers your cell phone. It does not have a plan where you can upgrade a damaged phone. It is a damaged phone, so to replace it, you pay a deductable and get the same phone you had covered. If your phone was used for a week or a day, it is a used phone, so don't be shocked if you are offered a reconditioned replacement. When you drive a new car off the lot, it is a used car. Expecting to pay a small difference for your insured Ford Escort and get a new Infinity G-35 is a bit much to ask from your insurance company. Best thing is to read your coverage certificate, if you don't have one, call the insurance company and ask for a copy, then read it.

Originally Posted by DakotaJeff

You have a coverage plan, that covers your cell phone. It does not have a plan where you can upgrade a damaged phone. It is a damaged phone, so to replace it, you pay a deductable and get the same phone you had covered. If your phone was used for a week or a day, it is a used phone, so don't be shocked if you are offered a reconditioned replacement. When you drive a new car off the lot, it is a used car. Expecting to pay a small difference for your insured Ford Escort and get a new Infinity G-35 is a bit much to ask from your insurance company. Best thing is to read your coverage certificate, if you don't have one, call the insurance company and ask for a copy, then read it.

I was just asking about the upgrade thing because phone companies have weird rules (what car dealership has a new-every-two deal), and I was just making sure that there wasn't any way that I could get a product that I wanted. I already read the coverage plan thing, and I didn't see the answers to my questions in there. Does anyone know about reimbursement for games?

Originally Posted by paulcman

Verizon has nothing to do with determining the insurance options. Asurion is a third party company that will make the determination whether or not they will allow you to replace your damaged 9800 with the newer 9900. When you contact Asurion they will send you the replacement phone and once you get it activated, you will send the damaged phone back to them. You will not go into the store to do any of it.

Except that Verizon's website says to go to the store for any replacement other than lost/stolen. Perhaps Verizon's employees should visit the site once in a while.

Originally Posted by Major-General

Except that Verizon's website says to go to the store for any replacement other than lost/stolen. Perhaps Verizon's employees should visit the site once in a while.

While I can not speak for what you think you read on the website, I can tell you what Verizon's long standing policy is with regard to in-store phone replacement. Verizon stores can only offer replacement on phones with manufacturer's warranty issues while the phone is still under that warranty. Any and all other issues must be resolved through the insurance company (assuming that you purchased that option). This is made very clear in the terms of service for the insurance feature.

Originally Posted by paulcman

While I can not speak for what you think you read on the website, I can tell you what Verizon's long standing policy is with regard to in-store phone replacement. Verizon stores can only offer replacement on phones with manufacturer's warranty issues while the phone is still under that warranty. Any and all other issues must be resolved through the insurance company (assuming that you purchased that option). This is made very clear in the terms of service for the insurance feature.

From the Verizon Wireless Website: (Calling Features: Equipment Protection)
How to Use It

If your phone is lost or stolen:
Call Customer Service immediately at (800) 922-0204 to suspend service.
Report the incident to the police department to process a claim.
Contact your insurance carrier. If you aren't sure which one you have, you can check the features section of your Verizon Wireless bill:

Lockline Insurance
Customer Service: (877) 646-7874; Website: lock\line Home page

Asurion Insurance
Customer Service: (888) 881-2622; Website: www.phoneclaim.com

If your phone is damaged or not working, take it to a Verizon Wireless retail store.

My experience with Verizon has been that they don't know what their left and right hands are doing. That is, that there is nothing on the site that says that if you have the phone, under what circumstances you visit a Verizon store, versus contacting the less than helpful Asurion.