broke
United States of America#2General Comment
Sat, February 16, 2013
Let me start off by saying I have no idea whether the WZ (Authorized Retailer of Verizon Wireless) is or is not shady. But I do want to help and clairfy a few pieces of information to shed light on the matter.
1. Insurance: Asurion is the insurance company for Verizon Wireless. You pay a $$$ monthly, and a deductible for the phone (retail value determines this typically).
This process is straight forward, and you deal directly with Asurion, and if anything arises you deal with Asurion.
2. Wireless Zone Insurance: The parent company made an in house program, that essentially makes them money. The program is a rip off, for the store and the customer. Most people don't take the time to understand it or read it but its grossly unorthodox.
If you got this--your gripe should be with WZ Corporate designing a greed driven program to screw the customer and the store owners.
3. $150 deductible. Guessing from this you had a smartphone, Android, or something comprable. The retail price of the phone was propbably somewhere between $500-$700, if your model is still current you can go on the Verizon Wireless website and check retail.
4. All the information. VZW requires all your personal info and then some, for an Authorized Retailer in order to gain access to you, the consumer's account, the security measures are extensive. If you don't have the info, they cannot see you account, cannnot access your account, cannot get you a new phone, etc...
In short WZ is a franchise. There is a parent company who gets paid, and the individual store owners pay for everything. Its a tremendiously horrible business model, and the parent company does not support the store owners, blames them for an upset customer.
In your situation, your concerns are valid, but the store is not the one to address all of them. The store rep should have fully explained to you insurance, options, etc... If they did not, shame on them, they are at fault for not properly disclosing to you as a customer. The switcheroo, definitely the store's issue.
But the insurance, if its Asurion, the insurance company receives the $150 deductible and provides the phone. If that phone has issues, the insurance company is the one to resolve that. Unfortunatly they typically issue out refurbished devices, and give a short warranty period. Sadly, that is standard across the board. Asurion provides insurance for all of the main and secondary carriers. They make their money off your fees, and fixing up your old device you sent back and reissuing it.
If the insurance is WZ in house, call corporate and reem them out for making a greed driven scam to take money from customers. They created it, not the store.
The kiosk thing...the mall may not have been leasing in-line stores, or had another reason. Sadly the kiosks cost about the same if not more than a store, less space, and you are floating in the middle of massive chaos. The store owner hangs solo, finding a retail spot to lease, has to negotiate the lease on his/her own, and had zero support from the parent company.
Situation resolution: Contact Asurion about any insurance claims directly. Contact WZ Corporate if the insurance you paid for is WZ.
Always keep your old phone, if it works, as a backup in case your new one gets destroyed. That way you can reactivate it.
Technology is moving so fast, the phones change monthly, at $500-$700 on retail. Its expensive, and its desposible. CDMA phones cost more, ie Verizon Wirless vs. GSM T-Mobile or AT&T.