The following is a record of your online chat.
Chat start time Fri, 21 Dec 2018 07:20:12 GMT GMT
Chat end time Fri, 21 Dec 2018 07:35:04 GMT GMT
Duration (actual chatting time) 00:14:52
Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Ruby.
Ruby: Hello, how may I assist you today?
You: Hi Ruby
Ruby: Hi there, Fuad.
You: I put in a claim and don’t understand the outcome
You: R U able to assist me plz?
Ruby: I am happy to review your claim.
Ruby: Please allow me a moment to review your claim.
You: We replaced a phone in July. The phone is now malfunctioning. I’m trying to replace it and was declined? I though there was a one year warranty
You: Ok. Thank you.
Ruby: You are welcome. I will check back in shortly.
Ruby: Thank you for holding. I do see that you have spoken with our OCEO department, Care Solutions Team, as well as an adjuster. We are unable to complete the claim. Please contact your carrier as advised for assistance.
You: How is the carrier able
You: to help
Ruby: You may speak with them in regards to the warranty or upgrading the line.
You: Is the phone not covered under insurance
You: I’m confused
You: Do U have a copy of the replacement policy that U can send me plz?
Ruby: You may visit, www.phoneclaim.com/verizon to download, review, and/or print the program terms.
Ruby: Is there anything else I can assist you with today?
Ruby: Are we still connected?
You: To clarify, the phone that we received from Ur company in July (less than 6 months ago) that isn’t working properly csnnot be replaced by Ur company?
You: Is that an accurate statement?
Ruby: You may call in and speak with an adjuster again. They will be happy to explain the information again.
You: So r U saying that U r unable to help
Ruby: I am unable to answer the questions you are asking. You are being referred to the proper department per our policy.
Ruby: Do you have any additional questions at this time?
You: No thank you
Product or Service Mentioned: Asurion Claim.
Reason of review: Order processing issue.