Well it took all of one hour after publishing the last post and I received a phone call from the CEO's office. They apologized profusely and offered to resolve the issue by sending me a brand new blackberry ASAP. Of course I had to pay the $90 deductible. So again after more than paying for the phone in premiums I finally received the phone that I was entitled to.
It's been less than 72 hours and the handful of people that I've shared this story with either know someone or they themselves have had a similar experience with Asurion. Here's the thing most people just get frustrated and give up. Asurion makes a bigger profit. It begs the question. Just how many people have the screwed over?!!!
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I submitted a claim for lost phone. After receiving the replacement, I found my phone. I contacted "Asuri-not" to have the serial number unlocked to sell the phone to get the deductible amount back. The representative told me she can't but I can send the phone back in and get a refund of the amount from Asuri-Not. After I sent the phone in I noticed that I never received a refund so I called in. After getting Hung up on numerous times, laughed at, and mistreated I finally was told that I can't get a refund because I was suppose to send in the replacement phone (which was already activated) and not the lost phone. I spoke with multiple representatives and still no resolutions. To add insult to injury I offered to send in the replacement phone in exchange to have the lost phone sent back to me to get the refund. They said that's out of the question because they fulfilled their obligation. I hate being lied to. And most of all I hate talking with customer service reps that don't serve the customers. After speaking with Sprint they advised me they would credit me $25 due to "Asuri-NOT" not keeping their agreement with me and to contact Asuri-Not to see if they will offer a partial refund also... Of course I was denied once again!!!! I will never ever ever do business with Assholerion again and I wish I was rich so I could sue!!!
ReplyDeleteI had my phone stolen on March 7, 2012, and I was directed by T-Mobile to contact Asurion to process my claim. I was told my T-Mobile I would have my phone by March 9, 2012. When I contacted Asurion, they told me that they didn't actually have my phone, and would have to back order it. They had no idea when it would be received. However, I was told that when they received it, I would be notified, instructed how to pay the deductible, and that I would receive it next day shipping. On Saturday, March 10, 2012, I received an email from Asurion telling me "Good news from Asurion! Your replacement HTC AMAZE4GWHT is now available and ready to ship to you." I paid the deductible as directed, and the "tracking" system said I would receive my phone on March 13, 2012. On March 13th, when I had not received the phone, I called Asurion, and no one even knew where my phone was. Although I had a confirmation number from the email on March 10th, they had no tracking number and did not know where the phone was. After being put on hold forever, they were not able to tell me when I would get my phone. When I called T-Mobile, they said they had just talked to Asurion, and that I would get my phone on March 14th. I continued to go up the chain of supervisors at T-Mobile, only to be told that I would get my phone on the 15th, and that Asurion had confirmed that they had a tracking number. When my phone did not come on March 14th, I called Asurion, and I was told by the Supervisor of the Advanced Customer Service unit (Jane) that the email I received on March 10th was a "mass email" and that even though it said "Your replacement is ready to be shipped," it didn't actually mean "my" replacement. She then issued an apology for any inconvenience I was experiencing. (I find it very insincere that everyone at Asurion has been trained how to "apologize" but offer no actual customer service). When I tried to explain that she didn't really understand the "inconvenience," that I am an attorney that lives and dies by my ability to access my data plan to stay in contact with my office and clients during the day, her snide response was, "Oh, you're an attorney. I will assume you have read all the terms and conditions of the contract then." I was absolutely offended that she would throw my profession in my face as if to say I should be happy she was talking to me at all. When I asked to speak to her supervisor, she said her supervisor was gone for the whole next week. When I asked for another supervisor, she took a message for a supervisor named Charlie, and said I would receive a call back in an hour. More than two hours have passed, and I have not received a call from "Charlie" or any other supervisor. The last thing "Jane" told me was that the phone was now on "back order" again, and she had no idea when I could expect to receive it.
ReplyDeleteThis type of treatment is horrendous, and constitutes the worst form of customer service. Emails are sent to give client's the welcome expectation that their replacement phone will be delivered, when it actually it is an express misrepresentation. Other excuses or express misrepresentations were made to "cover up" whatever mistakes were made on their end. They had no problem accepting my money, but have tremendous difficulty providing any service in return. Then, to top it off, I was insulted because I was trying to express how much of an inconvenience I was experiencing because of the lack of a phone with a data plan.
I have had my 8x for less than a month, and it is bricked. It has a tiny crack in the screen above the speaker, so Verizon told me to go through you guys to get a replacement. I have since called only to find out that the blue 8x (the phone I got less than a month ago) is no longer in stock and never will be. The black 8x is back ordered and if they get any in, it could take over a week to send it out. So I am stuck for at least a week with no phone! I was then offered the 822 (which is a low end windows phone with a 480x800 screen, something I could have gotten for FREE when signing up for a contract, not paying $100, plus $100 deductable) or the Samsung Ativ S which is a phone that does NOT EVEN WORK ON THE VERIZON NETWORK! I then asked for the Nokia Lumia 928, as this phone has the pretty much the same specs, the same on contract price, and actually costs about $200 less to buy outright, and was promptly told that, no, I cannot have that phone because it is out of my tier... WHAT DOES THAT MEAN?! it is basically the same god damn phone as the one I purchased 3 weeks ago!!! I am sick of trying to get a comparable phone for the almost brand new high end windows phone!
ReplyDeleteI submitted my claim due to my Samsung Galaxy S4 would not charge and that the technician at the Sprint store told me that I had "water damage"in the charge port, that it was an insurance claim. Just for shits and giggles: I then went to another Sprint Repair store,and the tech there stated, he could replace that part. I then had him do so,and my phone works again. I immediately contacted Asurion about this, but they refused to return the deductible, and insisted, my phone might be still damaged. I assured them, Sprint technician looked it over,replaced the defective parts, and now: my phone was functioning. The assholes still did not listen, sent out their piece of shit, that I immediately mailed back to them. I even sent them their survey card, with poor remarks. Those fuckers can kiss my ass next time I need anything from them. I can get the same shit from Ebay (probably less). What a waste of my money!
ReplyDeleteI too have fallen victim to these con artists.After paying $11/mo x 2 lines x 2 years, I needed their 'service'. I knew something was wrong when I was told that the Galaxy S3 was 'no longer available' but they'd send me something comparable. I can go to any Sprint store right now and get an S3, or I can go online and get it in my choice of colors. I paid the $150 deductible and received an LG Viper, with dings all around the faceplate. I can't image what kind of narcotic induced coma would be required to make someone believe that this POS is comparable to a Samsung Galaxy S3. This was a decision made by them for pure profit only. I'm guessing it's a refurb or something because the touch screen doesn't work properly when it's charging (detects input from multiple places on the screen, even the opposite end that you're touching!). I called Asurion back to voice my displeasure and was told "We've met our obligation, your concerns are only a matter of opinion."! Can you believe the unmitigated GALL of these jerks? I called Sprint and chewed them out for ever selling this policy to me and had it removed from my bill immediately. I will never, ever pay another penny to a technology insurance company again thanks to these crooks. Like the rest of you, I'll tell my family, my friends and even my enemies what a sham this place is. In the end, I bought an inferior phone (complete with wear damage!) for $678.
ReplyDeleteI am experiencing the same but I will also claim for the fact that they are affecting my human right with all the stress they unnecessary cause me I think somewhere around 50.000 British pound should do
ReplyDeleteTen year customer one claim during those yes git a tablet for .99 2yr agreement nine months in screen got busted no biggie right.. tried their faster more proficient online claim process.. fail .. said needed To call in..ok.. this no biggie. .. wrong can't process the claim till they send email from to fill out send back.. wham bam.. email had info on a afidavit, proof of purchase,(had to have ESN,PTN ,date ) ten srnt in then wanted photo copy of ID faxed in..can't just upload from phone cause not possible to open the feature after c laid started..did this dance 3 or so times. accepted.. call back.. last bill printed with device info on it at this point we had had just ab enough so Finally got a aT&t agent called them and got the claim just canceled out fresh start looked like best option..got new claim started..called back like it said to get status... said no claim accepted yet you will get contact when it's finalizedwhich was a task they gave us so much kick back on the claim well after 2 months and 3 start over claims they accepted the claim with a device absolution loss.. going give a check for ETF so we can get a new 2 yr with a new tablet.. this didn't seem OK we paid 9 months of our 2yr .. on a device found out retails at $175 so we're only $65 away from really paid for the tablet.. to be told no tablet and out 110.. best of luck to ya.. we then proceeded to call for options for us .. called more times then I can remember each time each rep told us can't help no offers to save money or attempt to say hey sry for all this you have been customers 10 yrs not even a sense of empathy .. or care to us.. 2nd to last Call agent to charge and gave options to save MONEY found a plan to lower bill terminated other Asus cotract waived fees for it and had a new line so we thought to qualify the note 4 edge installment total this order so.ehow glitched and she said she would credit the service billed for lost time on tablet damaged going to waive activation fee on new line and process the last tablet line out since asurion now saying they have no record of that tablet.. so no check.. waited a few days and no word on any of this called back and all was not notated so she couldn't help me.. this set me at hot BEING I WORK CUSTOMER CARE FOR A FELLOW PHONE COMPANY AND BEING PROMOTED BASED ON MY CUSTOMER FEEDBACK AND ISSUE RESOLUTION AND SPECIAL ATTENTION TO MY LONG TIME LOYAL CUSTOMER AND ALWAYS NOTING ALL THAT I QUOTE SO MUCH SO MY HANDS SWELL FROM OVER USE EVERYDAY.. WE DON'T CALL CUSTOMER CARE EVER BUT THE O NE TIME WE NEED HELP THIS HAPPENS. IS THIS REALLY HOW TREAT LONG TIME CUSTOMERS ...?
ReplyDeleteWent to corporate store next day just to see options for the line and to our dismay nothing much could be done so called asurion again went thru at&the Gen care got an amazing agent who called asurion and just came on strong and never backed down and bummed up the ladder to when the Ceo was next.. set up a call back with him ..since no replacement nor any true resolution. . He apologized over and over for the trouble and what can he do to resolve this issue.. ended with a Lil over $200.. covers 110ETF added new tablet line on next program covers activation fee.. not much happy with the amount being we had two of the same tablets insured with them I would have lost my mind if we paid 2 yrs in costing over 240.00 and needing to file a claim and not getting a new device.. just saying.. I have note 4 edge that had insurance on it retail cost 900.00 around today values on any buy out right website like $299.99 say I break my phone in a few months or heck run it overy what have ya my deductible is $200 would the be absolute loss...? Would my remaining balance of like 600.00 be paid the..That's what happened with the $175 tablet...
They still havent gotten better. I have an iPhone x. They told me it was Back Ordered. Afer repeated calls to them and Sprint Customer Service. I was told nothing anyone could do. Today I got on their Chat service. and was told I could get the same phone But in the other of the wo colors it comes in. I dont know why they couldnt tell me this days ago.
ReplyDelete