Hello Kellyhouse,
Welcome to the community!
Sorry to hear you son's phone was stolen and your ensuing situation. Unfortunately, we would not know why they decided to deny the claim.
@kellyhouse wrote:
....Which is worth about $450....
How did you determine the device's worth? I understand replacement processing fee might seem large compared to what you feel the device was worth. However, that fee is determined by the devices' MSRP (see here). At launch, the cost for that device was $1099 (see here). That MSRP would have made the phone a Tier 3 device. Even the current MSRP for that device of $849 (see here) would still make the phone a Tier 3 device, though I'm not sure whether they adjust MSRPs to current prices or maintain the original MSRP at purchase.
There have been long-standing discussions regarding whether device protection services are worth the money. Some customers will not purchase a device without it, while others might never consider purchasing it. Other customers might purchase it initially and then cancel the service once they feel the costs outweigh the purchase of an upgrade.
I understand you feel they shouldn't ask customers if they want device protection. However, no one is forced to purchase the protection. Customers have always been free to decline device protection.
Hope this helps 😀
Cheers
Hello Blueeyes1987,
Welcome to the community!
Firstly, you should note these forums are community-driven and not intended as a venue for customer services. Myself, and many others, don't actually work for Fido (or Likewize, for that matter). So we are not in any position to offer proper help, as you claim I failed to provide. As mentioned in my original reply to the OP, I do not know why their claim was eventually denied. I provided information relevant to the OP's claim of device worth.
You also seem to blame them for the design and manufacture of devices???
@Blueeyes1987 wrote:
....You instead choose to make silly uncalled for statements to which totally mean nothing, or that haven't helped them in any way by asking where or how they put their a price tag on their phone....
My statements were absolutely called for because the MSRP is how Likewize determines their Tiers, and therefore device replacement processing fees. I didn't just make it up. Those Tiers are listed in their link provided above. How their service fees actually work is entirely pertinent.
**edit** In addition, the information provided answers one of the OP's concerns:
@kellyhouse wrote:
...I was wondering why they are charging me that much for a phone that's almost worth that money...
That also makes it relevant. **
I understand you seem to feel that the fee should be based on current market value of device. However, many customers would complain a system like that would be the SCAM. Presumably, people would want a replacement device similar to the one for which they purchased the device protection. For example, the OP purchased the protection for their son's device which was a Tier 3 device. IF they considered the value the OP felt the device was worth, that would now be a Tier 1 replacement device. Purchasing protection for a high value device and getting a lower value replacement would not make sense to most people.
I also understand your math seems to show that the monthly fee and deductible should go towards the replacement device. Unfortunately, no insurance or device protection works that way.
@Blueeyes1987 wrote:
... I'd be contacting the Better Business Bureau on this matter for the result being to recieve a BRAND NEW PHONE!...
All customers have the right to make their complaints to the appropriate venues. However, they should also be familiar with any service Terms & Conditions of said service.
~taken from here.
If you don't agree with the service Terms & Conditions, you shouldn't continue with the service.
Hope this helps 😀
Cheers
