I've had insurance on my cell phones for atleast 6 years. I pay a total of $10 per month for these two lines. I had my phone stolen on December 22nd. It's now March 5th and Asurion still has not replaced my Blackberry Pearl.
They have been giving me quite the run around for a phone that I've more than paid for over the years I've been insured. Their running a scam! First they claimed the invoice I sent over for the phone was insufficient. Apparently their "Documentation Department" told their "Customer Care" department that the invoice I sent over was not an invoice but a shipping label. Really? First of all Shipping Labels do not contain Invoice numbers. Secondly their "Documentation Department" does not share their data with "Customer Care" so they could not even see the documentation I provided. Yet this second hand information was what they used to dispute my claim although they themselves could not view the documentation and they refused to allow me to either directly email or fax this documentation to them. Seriously?!!! and they have the nerve to call that department "Customer Care"...really it's more of an oxymoron they way the treat their customers. It should be called "Customer Can't" department or "Customer Could Give Two Shits" department.
Then after I spent another 65 minutes on the phone today speaking with Delilah, then April who hung up on me ( apparently she got off at 5pm CST ) then Jared, who sent me on a goose chase for an EIMI # on a phone that was stolen from me 3 months ago. I finally was able to track it down thanks to t-mobile and then speak with Roxanna again with Asuri-Not. Roxanna informed me that I needed to "fax over" the EIMI# which is just a fucking number!
So I called back the fine representative at Tmobile who was dumbfounded when he heard my story because as he informed me the representative at Asuri-Not had access to his database and could have seen that number all along. He added it to his notes just to make it easy for the imbeciles as Asuri-Not.
So I am sending this blog directly to Colleen Mullens – Sr VP Customer Care ( cmullens@asurion.com)
as well as their CEO Bret Comolli ( bcomolli@asurion.com)
Because I am sick of their run-around. It's utter bullshit and it needs to stop.
If you have had similar experience please reply to this blog. I am collecting data for a class action law suit.
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I'm very dissappointed in Asurion. I see now that their restrictive policies are very self-serving and ensure that they rarely pay out claims.
ReplyDeleteIn my duaghter case she dropped her G1 from a 2nd story and it of course broke in half. I called Asurion and they denied four claims stating that I was giving an incorrect date of when the phone was last used. We finally got T-Mobile on the line and they confirmed the date Asurion wanted, the last date of billable air time (which happens to be different than the last date of you actually used the phone or when the phone was actually broken). After the fourth claim, date verified by T-Mobile, they refuse to open any further claims based on the other claims that were denied.
I just cancelled my future Asurion payment and will make it known to my network of 600 people what a joke it is.
Just paid a $200 deductible on an old iPhone of my daughter's that I've been paying $12 per month on for nearly 4 years. Then they have the audacity to tell me to send the damaged phone back to them so that they can fix it and resell it to some other sucker for $200! We'll return the phone alright. In pieces!
ReplyDeletesame here. both my wet phone and my son's phone are being given the run around. The online chat is a joke, no one really there, it must be a machine because after I said , no you don't understand, it said thank you good bye.
ReplyDeletethey said they will contact me in 24 hours, but I wait 120hours without response. They never told me to upload the documents. and after file the claim, I just wait for nothing for 5 days! Stupid service. Now I just want to get rid of this stupid company. I will told all my friend never try this stupid stupid company.
ReplyDeleteI have paid insurance for 3 lines for a year now. We thought my daughter's phone was left in a restaurant while traveling, we immediately called and shut service off. While on the phone with Asurion, I made an additional claim for my son's phone. He had been dealing with a cracked screen since July 2013. We found my daughter's phone, I called Asurion to ask if I could simply return my phone in exchange for her phone..........since lost or stolen no phone for her would be returned. AT&T told me NO PROBLEM "KEEP THE PHONE" When I contacted Asurion with my request (my phone has issues....technical issues) they stated I was committing FRAUD and threatened me with legal action! Once they get the phones back in the mail, (my son's broken screen phone and my daughter's replacement phone) I will be dropping them. Asurion is a JOKE!!! They hold a monopoly on the phone insurance. By the way my sons' replacement phone is "refurbished and it freezes up constantly. My advice.........bite the bullet, when your phone stops working as they will, they only seem to work a year.....buy a new one or switch service providers for a better deal. This fake @#$ insurance company is the MOB ! Asurion SUCKS @#$! I am certain the phone companies are all in cahoots with this rip off company. Buy a throw away. Never agree to a contract again.
ReplyDeleteBEWARE: I received a replacement phone under warranty in July. A few weeks later the phone began spontaneously shutting down. It worked intermittently while on the charger, but now will not power on at all. The phone rattled a bit when you shook it, I understand this is a common manufacturing flaw. I took it to the apple store and they attempted a firmware update but were not able to complete it. They told me the phone had faulty memory and Asurion would replace it because there was no water or physical damage. Wrong. I spoke to 6 departments at Asurion and they told me because the battery was loose, that constituted physical damage and I would need to file a new claim and pay a large deductible. The last rep I spoke o told me that because the Apple store opened my iPhone (to secure the battery) the Asurion warranty is voided.
ReplyDeleteAsurion does suck...So I drop my Iphone 5c Pink for Verizon face down on the concrete, and of course my screen cracks. I call Verizon to inquire about a claim and I was directed to Asurion. I speak with a woman, whose name I can't remember. We go through the process and she tells me I have to make my payment through an automated system...Sounds fine so far, I actually felt good that it was being done this way, it felt secure. So I go through this system making my payment... after I enter all of my credit card information I get a prompt that once I confirm this claim that I have to send my broken phone to Asurion upon receipt of the new device. (This lady never said that, at least I don't remember) The system SPECIFICALLY said... "If you are ok with this please press 1, if you are not ok with it please press 2." I press 2, and it went through with the transaction anyway, threatening to charge my card $300 if I didn't send the phone back. I didn't want to go through with claim because when I spoke with Verizon they said that I would be keeping the phone. All I had was a cracked screen, Apple fixes those for less than my deductible so I would have done that instead knowing this, because my phone works perfectly fine. It's just cracked. So now I'm upset because they've charged my card when I tried to opted out. I wait for a prompt to speak with a representative because simply pressing zero wasn't working. After being asked to do a survey (that they wouldn't have wanted from me at that point) I finally get a prompt to speak with someone...and guess what it was zero. This man answers and I explain my situation and as soon as I was done he pretty much tried to tell me there was nothing he could do to reverse the claim, basically I was stuck with it. I told him to put his supervisor on the phone. He then transfers me to customer solutions where a young lady answers. I tell her my situation as well and she tells me the same thing...there was nothing she could do to reverse it. So now I'm asking for HER superivisor...After waiting on hold for another 10 mins.. (58 in total) Finally a supervisor gets on the line. Her name was Zakiyah. She turns out to be the 3rd person to tell me there was nothing she could do. I said "If your system gives me a choice to accept or decline and I choose to decline, but your system goes through with the transaction anyway you mean to tell me you won't refund my money? After much debate she finally ends the call with "Well we don't usually reverse transactions but I will email my warehouse to cancel your claim". This was 2 days ago and I'm still waiting on my refund. If it's not back in 3 more days I unfortunately will have to call back again. It was ridiculous. I'm currently looking for another company to insure my phone...
ReplyDeleteNever, ever purchase extended warranty and so it's true with asurion. My son's mother (I always decline extended coverage) purchased a guitar and amp at Guitar Center and opted for the 2 year service plan. Sure enough, the amp breaks, we take it in and they say that's too bad, now you have to deal with the manufacturer as long as original warranty is in place. That's fine but the the salesman at purchase made it clear that the bait and switch warranty would be a no problem, just bring it in, no questions asked warranty. Lesson: no company is in business to help consumers, they're in business to scoop money and move on. Never buy the extended warranty, it's a way of increasing the cost of goods and gouging the naive customer.
ReplyDeleteAsurion SUCKS. Charge me $200 to send me a refurbrished phone (I only paid $100 for the original), then MAKE me send my original back to you so you can make minor repairs to it and sell it to someone else for $200. Why not just fix my phone for $50? Highway robbery.
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...
That is exactly what happened with my wife's phone! I figured I could keep her cracked screen phone so I can repair it myself but they want it back in or we'll have to pay $900 fricking dollars for the damn thing(wtf) that's more than the worth of the stupid thing. I also lost my phone and they wouldn't help me at all with that so I just gave up on that. Just bought a straight talk phone. Asurion thinks they are running as an insurance company but are really just hired monkey a$$holes who are trained to say 'No, sorry' to their customers. Complete and utter scam!
ReplyDeleteThis just happened to me. It is completely unacceptable and fraudulent. I am personally appalled by the way they treat their customers. I have been dealing with these asuridiots for three days now and no one can seem to tell me what the fuck is going on with my phone. One day it's being shipped, the next day it's out of stock. So which is it asurion????
ReplyDeleteI’m done with Asurion. In March I sadly damaged my iPhone 6 of two years in a pocket while it was raining beyond repair. Naturally we went online to file a claim, and sent in the affadavit. Easy peasy, right? Nope. We went back and forth with Asurion because they kept getting confused about the info on the Affadavit?? And then they wanted us to keep faxing in the same info over and over again too... This went on for over three whole months until finally I got a refurbished iPhone 6 in the mail, which I was eager to finally have after being cut off from the world for months. Things seemed fine until only TWO MONTHS LATER I saw that my phone was BULGING. Yes, my glass screen was bulging from its metal casing, happening literally overnight! You could actually see inside my phone, motherboard and everything! I hadn’t dropped my phone, and even if I had, it was in an extremely protective case. After some research, I found out that my Asurion replacement phone’s battery was ABOUT TO BLOW UP. You read that right, the li-ion battery was bursting from the phone’s innards and was effectively a bomb. Search it up yourself, it’s pretty much the most dangerous thing that could happen to your phone. of course we went online ASAP where we were promptly informed that because my “new” phone was only a few months old we were going to be charged an astronomical amount of money to be sent another one of their crappy half “refurbished” phones that could potentially double as a bomb. After a very frank conversation on the phone with a (gasp) real human being and not an automated voice, I was assured that I would be receiving a new phone, just free of charge. A few days later I find a new phone outside, open it, and find the entire metal casing is faded and scratched, from which I am typing from. Sigh. I guess you really can’t win with Asurion.
ReplyDeleteI have had my handset through ATT for over 2 years and have paid MONTHLY for insurance coverage for that handset.
ReplyDeleteOver 8 days ago, I had to start a claim for my missing phone that I rely 100% for work.
I have submitted the requested Affidavit and picture ID over 6 times already within the last 8 days.
I have spoken to well over 30 different people during this time frame and have spent no less than 1hour 1/2 each phone call.
I have had to do at least one of the many calls during my lunch hour and because of being misinformed so many times by Asurion, have had to do the other calls while I am work. This into countless call back to Asurion, lasting over an hour and a half everyday.
Due to the hideous unprofessional and inconsistent lack of true service from Asurion, I have been informed that my job is on the line and is now in jeopardy.
I have read countless customer feedback on similar instances relating to having to deal with Asurion.
I've gotten transferred in the last 2 hours, over 11 times, never told I would transferred, leading to starting my story from beginning to end, EVERY SINGLE TIME!!!!!!
No one wants to truly help!
No one take initiative to resolve and avoid the customers run around!
No one wants to work!
Asurion is there to collect a check ONLY!
No accountability!
I NEED MY REPLACEMENT THAT I HAVE BEEN PAYING FOR COVERAGE ON FOR OVER @ YEARS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
STOP THIS MADNESS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I had issues as of today they tried to tell me my warranty did not transfer on a new fridge after they told me it would months ago and had already done one claim on it months ago. They told me it was a mistake and never should have been done.
ReplyDelete