Hey @LannyV,
You would need to click on your profile picture at the top right and then on the envelope icon which will bring you to your private messages.
Hope this helps!
Hello Vickifree21,
Welcome to the community!
I'm sorry to hear that your son's phone had its screen broken.
@Vickifree21 wrote:...the screen broke and they seemed it repairable...all I need to do is make a payment for the deductible and I am supposed to get a new phone..
Just to clarify, is the screen repairable? If it is, then I don't think they will replace the phone. I think they would repair the screen. There are processing fees for both repairs and replacements (see here). In addition, if they are replacing the phone, you should note that the replacement may be:
...a wireless device of like kind and quality with comparable features and functionality to the Protected Device and may be new or reconditioned. ~taken from link above.
With the credit cards you tried, were they pre-paid credit cards? Apparently, pre-paid credit cards cannot be used to pay the processing fee(s). Have you tried to contact Brightstar? If you tried regular credit cards, perhaps they can manually process the payment over the phone.
@Vickifree21 wrote:
....my claim runs out tomorrow...
Are you referring to the 60 days since the incident? I can't be certain, but from how it reads on their website, it appears you might have an additional 60 days to complete the file from when you filed the service request??
Hope this helps 😀
Cheers
Hey @Vickifree21 ,
Thanks for sharing your feedback with us, very sorry to hear about your phone. That's not how we want things to go for you.
We'd hate to se you go over this. Have you tried contacting Brightstar to follow up on the situation? Were they able to explain why the payment wasn't processed ?
If the claim expired due to an error on their end, you should be able to file a new one! Have you tried to?
Let us know so we can help.
Hey @Vickifree21,
Did you speak to Brightstar since the new claim was submitted? Can you give us a bit more info on what happened with them since you opened a new request?
Hi @Vickifree21,
We haven't erased your message, if we were to we would also advise you as to why it was erased.
Where are you responding exactly?
Hey @darsh1996 ,
Welcome to the Community.
That's not the kind of experience we want you to have, very sorry to hear that things didn't go well on your end!
Being without a phone for a few days is painful, I can't imagine a whole week!
Some of the documents required need to have specific information and if it's not the case, they might get rejected. I understand that it delays the process but it's necessary on their end to be able to process your request.
Have you hear back from Brightstar regarding your college transcript?
Let us know!
Hey @darsh1996,
You can check out this thread for all the documents accepted by Brighstar and requirements. If you have any of those available, I'd suggest double checking with them if you can submit any of these alternatives instead for a speedier process.
Keep us posted.
Hey @geeee3 ,
Thanks for sharing your experience with us, that's definitely not how we want things to go for you.
When your device is replaced by Brightstar, they are the ones responsible if you have an issue with the phone. There is no warranty provided by Apple in that case. This information is shared in the guide we provide when you subscribe for the service and when you process a replacement.
Is there a reason you went to the Apple store instead of reaching out to Brightstar?
As for your device being exchanged for a 16 gb when you had a 32 gb, was that addressed with Brighstar at the time of the exchange?
We definitely do want to help in these situations I assure you, however since Brightstar takes care of the exchange or repair, we need to refer you to them in most cases.
Let us know!
