Frequently Asked Questions:Simply click on the question to view the answer.Q- My display goes blank or looks blurry, what can I do to resolve the issue? A- Perform a hard reset (see Quick Solution page). Ensure the phone is properly charged. Examine phone for protective film and remove if necessary. Q- How long should I charge my device once I receive it? A- You should charge your phone as indicated in your owner's manual. In general most phones must charge for a minimum of 12 hours. Q- Can I use a different charger or battery with my device? A- No. Chargers & batteries are built for the specific electrical requirements of the device. Using equipment, not supplied by the manufacturer, that "fit" may result in phone damage or shortened battery life. Q- My device randomly powers off, what can I do to resolve the issue? A- Perform a hard reset (see Quick Solution page). Check the battery contacts to make sure they are not damaged and are free from debris. Check charger to ensure it is properly plugged in to an active wall outlet and the plug to the device is properly seated. Q- Can I change my phone model, if my original phone is damaged beyond repair? A- Insurance coverage is for the enrolled model only. If the model is no longer manufactured, a comparable model may be issued as a replacement. Please contact your carrier if you wish to upgrade your device. Q- How do I transfer my contact list to another phone? A- This process varies by phone model. You will need to contact your wireless provider for detailed instructions. Q- How do I save downloads (ringtones, pictures, etc.) before returning my phone to Asurion? A- This process varies by phone model. You will need to save this information to a removable memory card (see your owner’s manual) or contact your wireless provider for specific instructions A- No. Please return the phone only. You may keep the accessories for use as spares or backups. Q- How long do I have to report any damaged or missing items in my package? A- Customers have 7 days to report any items that appear to be damaged or missing from the shipment. Q- Why do I need to call from another phone and not the replacement phone? A- You will need to provide us with information that is printed on the phone, under the battery. This means removing the battery from the phone. Q- How do I find out if my defective phone has been returned to Asurion? A- For phones shipped in the white or yellow envelopes, you can contact an Asurion Agent at 1-866-667-2540 for status. Keep in mind that it could take 7-10 business days for delivery. For phones that were processed through UPS, you can contact UPS directly with your tracking number. These shipments will be either next day or standard ground depending upon the shipping method chosen. Q- What should I do if my replacement phone from Asurion doesn’t work? A- Review the information provided on these web-pages for common solutions or you can contact one of our Technical Specialist at 1-866-667-2540. Q- What should I do if I didn’t receive all of the contents I expected in my shipment from Asurion? A- Contact one of our Agents at 1-866-667-2540 for assistance.
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