General & Features
What are our hours of operation for Premium Expert Support?
24/7, 365/year, even holidays
After enrollment, when does tech support begin?
Immediately
Are TVs covered for ADH?
No
Eligible products that cannot be repaired or replaced will be
Reimbursed
Is the printer's screen covered for ADH?
Yes
What In-Home services are included?
Device Installations and Wi-Fi Optimization
After enrollment, when does protection begin?
31 days after enrollment
Does VHDP cover mechanical or electrical failure due to dust, heat, or humidity?
No
What are the possible service fees a customer may pay when filing a claim?
$0, $49, $99 (plus applicable taxes)
Which are the In-Store Services and how much do they cost?
$0 Complete Tech Care for Laptops, Tablets, and Gaming Systems
Device Tune-up
Device Cleanings
Virus Removal (Laptops Only)
Recycling of old, portable home tech
What are the three areas of support provided by VHDP?
Product Protection, Premium Technical Support, and In-Store Services
How long does the coverage last?
For as long as the customer desires
What is the price of VHDP for the first month they enroll?
Charges begin upon enrollment and the next bill will include a prorated amount for this month, and next month’s full amount. The price is always $25/month.
What is the service fee for an eligible smartwatch?
$49 (plus applicable taxes)
What are the channels available to file a claim?
Online - https://www.asurion.com/verizon/home-device-protect/
Over the phone - 844-769-1991
What is the name of the Helix Search article that provides a general guideline for the VHDP coverage?
Verizon Home Device Protect Scope of Support
What is the definition of a pre-existing condition under the plan?
Pre-existing conditions are covered?
Pre-existing condition means the product’s condition prior to the customer’s first day of enrollment and during the first 30 days of the plan.
No, pre-existing conditions are not covered.
On eligible devices, what type of device failures are covered under VHDP?
Mechanical or electrical failures caused by defects in materials and/or workmanship, Normal wear and tear, Power surge for eligible products.
What is the service fee for a gaming system?
$99 (plus applicable taxes)
What are the devices eligible for installations?
TVs
Soundbars
Smart thermostats
Smart door locks
Smart doorbells
WiFi security cameras
What is the customer-facing website for VHDP?
How long does the grace period last and when does it start?
30 days starting on cancellation day.
What does ADH stand for and what does it mean?
Accidental damage from handling. If the eligible product is accidentally damaged because the customer drops it or spills liquid on it, we'll troubleshoot, repair, replace or reimburse it at our discretion.
What’s the maximum claim amount?
$3000 maximum per claim limit and $5000^ aggregate limit per 12-month rolling calendar for eligible tech
Which benefits are shared in between the 2 households?
Two visits per 12-month period
Aggregate claim limits