Due to inactivity, your session will end in approximately 2 minutes. Extend your session by clicking OK below. Due to inactivity, your session has expired. Please sign in again to continue. There are several options for replacing your phone or other device. Select the issue you're experiencing to see your options:. This list includes the most common situations that may occur with a device. If you find yourself in a unique situation not listed above, please try our Troubleshooting Assistant.
The options below apply if your device has any kind of physical damage, such as a cracked screen or water damage. Your replacement options are based on whether or not you have device protection:. A manufacturing defect is something that's wrong with the device itself e.
It doesn't include physical damage caused by outside forces e. Your replacement options are based on how long it's been since you purchased the device and if you have device protection. Check your repair eligibility online in My Verizon, click the Chat with us button at the bottom, right corner of this page to chat with one of our representatives, or visit a Verizon store.
In Florida, coverage for post-warranty defects is provided by the insurance program device replacement deductible and claim limit apply. Accessibility Resource Center Skip to main content. Personal Business. Shop Shop Shop Close. Shop all. Shop all deals. Black Friday. Free phones. My offers. Fios Home Internet.
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Student plans. In Florida, coverage for post-warranty defect is provided by the insurance program device replacement deductible and claim limits apply. If you're not enrolled in device protection , refer to our How to replace a lost, stolen or broken device page for replacement options based on the issue you're experiencing. Lost, stolen or damaged device - Asurion may fulfill claims with new or refurbished replacement devices.
For device malfunction claims, including battery malfunction - Verizon may provide a Certified Like-New Replacement a like unit or one of comparable quality. If the same make and model isn't available, a similar make and model will be substituted.
Color, feature and accessory compatibility aren't guaranteed. This repair option is only available for select smartphones in select locations and is subject to parts availability. If eligible, you'll be offered at least one of the following options to complete the repair:. All or some of these options may not be available, and option availability is determined at the time of claim approval. Note: Cracked screen repairs may use new or refurbished parts and may contain original or non-original manufacturer parts, as soon as same day.
If your device is malfunctioning, which is caused by a mechanical or electrical failure that may be the result of a manufacturer's defect, it may be covered by Verizon Extended Warranty. This doesn't include physical damage to the device, like dropping it or getting it wet.
Your device is considered damaged if it's suffered any physical damage, which includes liquid damage, excessive wear and tear, cracks or drops.
You may be asked to provide information about your device when filing a claim. Note: If you have multiple lines on your account, select the device you're filing a claim for to see the information for that device. You can check the status of your claim or device return on Asurion's website. Follow the onscreen prompts to enter the necessary information including your Verizon mobile number and account PIN.
Then you'll see the status of your claim or return. For insurance claims on lost, stolen or damaged devices, the date you receive your replacement device will be determined by the date and time your insurance claim is filed and approved:. For in-warranty claims not received as part of an insurance claim , replacement devices can be obtained by visiting a Verizon store or by calling us.
Florida customers: For a defective device, please file a claim on Asurion's website or call This benefit is available in select areas for select smartphones and is subject to inventory and technician availability. Accessibility Resource Center Skip to main content. Personal Business. Shop Shop Shop Close. Shop all. Shop all deals. Black Friday. Free phones.
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