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sending bad phones once claim is made and deductable is paid
I paid monthly premium and when phone went bad, I paid $85 deductable and got a used and barely working phone. When I called to return the phone I got lot of wait time and cold shoulder. They forced me to send the phone first so they can check my claim and then send the phone. They promised this will have turn around of 24 hrs. I did not get the phone for 2 days. I called back and was told they made error and not sure what happend. Again this is after 30 minutes of conversation now with very rude supervisor. I cancelled my insurance and requested refund of my deductable. I was told it will take 4 weeks for refund to show up and was told to give then a call if I do not get refund!. Extreamly bad services and I would advise a word of caution before you insure your phone with this scamming company.
poor service, rude
Very bad service, rude, rude customer service. Ordered a replacement phone, got a refurb (Junk), decided that I was better off upgrading to a new and better phone after wasting $5.00/month x24 months! What a waste only to get a junk phone! So I return my refurb new phone takes them more than a month to credit my deductable $110.00, plus they took out 25.00 because they did not get my old phone that I was supposed to return after getting my replacement phone! What a headache! Until now I am still waiting for them to credit my $... Dont buy phone insurance! What a waste of money, esp if your dealing with asurion!
Asurion sucks. They only exist to steal money from people. They charge you a lot of money each month to protect your phone from damage, but the % you pay out to the cost of the phone is negative returns.
You'd be better off saving your money and flying out to Las Vegas and playing Blackjack. Your odds would be better than trying to get Asurion to actually replace your phone or to give you good service.
I paid coverage for almost 2 years. That money I spent could have been used to purchase a new updated phone with better features. On top of that, Asurion wants to charge you a deductible?
A ###ing deductible? What is this? Home Owner insurance? Car insurance? How dare they charge a deductible when you are paying a monthly fee which is 1000% higher than it should be.
This isn't insurance, it's a scam.
I understand your frustration with our company, I am an agent for ASURION myself.. Me, Myself, strive for customer satisfaction, and I do EVERYTHING I can to make my customers happy.. EVERYTHING I CAN.. I deal with irate customers all day long, and when customers are rude, it really does make it hard for us to do our job. But no matter how rude someone is to me, I always keep my composure, and provide excellent customer service. And I apologize for any inconveniences that you've had in the past with our company... I hope your later experiences are much better..
bad service
I believe ASURION Insurance Company and Verizon Wireless are intentionally miss leading its customers. Today I had my phone (Motorola Q) examined by a Verizon Wireless technician. I was informed by the tech that the phone is malfunctioning beyond repair however I was insured through ASURION for phone malfunctions. He handed me an Asurion pamphlet for...
Read full review of Asurion and 14 commentspremium paid but not covered
My cellphone stopped working. I called T-mobile customer care and they transferred me to insurance section where a lady walked me over through reset options and when it did not work she asked me to file claim which I denied. Later i called them back they said already there were 2 claims opened and they asked me to file affidavit which i did through T-mobile dealer. Now they called me back and said that I have three claim file opened and they are denying it. They are getting $12 a month premium paid and now the damaged phone is with the dealer and I am not getting covered by the insurance .
Is there any person either in T-mobile or Assurion who is willing to understand what really happened and help me with this.
I become a stupid person paying premium and getting not covered.
That company sucks my [censor]! They never want to help out and always claim they didnt get your old one back, so they can charge you hundreds of dollars! DONT USE THEM!
unacceptable service
My ordeal began last Thursday May 22nd when I misplaced my Metro PCS cell phone. I immediately called Metro PCS to have the service temporarily disconnected until I filed an insurance claim. I then was given Asurion's phone number. I called the customer service phone number and described what had happened to my phone and was told that with paying the $80.00 deductible a replacement phone, that would be activated upon arrival, would be sent to my via DHL the following day. I was also told that the Nokia 6265I phone that I had was discontinued and that a similar replacement phone would be sent to me.
On Friday May 23rd respectfully I received my replacement phone. Upon receipt of the phone I read the instructions indicating that the phone needed to be charged, although it seemed as if it had a full charge upon arrival. I waited almost 5 hours and then turned the phone on after installing the battery. Once the phone was turned on I proceeded to dail a number and was given the message that the phone was not authorized for service. I called Asurion back and told them of the problem that I was having. After several failed attempts of entering codes, turning the phone on and off, entering passwords, removing and reinstalling the battery more than enough times I was told to call Metro PCS that there must be a problem due to the fact that I suspended my service when my original phone was lost. I contacted Metro PCS and went through a series of similar tests to no avail. I was told my Metro PCS to call Asurion back and let them know that I must have received a defective replacement phone. I called Asurion and indicated what I was told by Metro PCS and Asurion indicated that there were no supervisors available and that they would put a technical support call in and that the problem with the phone should be resolved within 24 hours. On Saturday I attempted to call my Metro PCS phone number to see if the problem had been resolved. The call immediately went into my voice mail. I tried turning the phone off and back on and placing a call from the phone, I received the same message indicating that the phone was not authorized for service. I called Asurion and they told me that I should contact Metro PCS again to make sure the account was released from suspension. I called Metro PCS and they indicated that there were cell phone tower problems in the area where a reside, but that I should go into a physical Metro PCS store with the phone to try and resolve the issue. Since I was on emergency call at work all weekend I could not go into a store instead I asked my fiance to go and try to resolve the phone issue. My fiance went into the Metro PCS store in Pembroke Pines, Florida and the Assistant Manager attempted to reset the phone several times. She was told by the Assistant Manager that everything that they could do had been done with trying to reset the phone and the phone would still not work. The Assistant Manager told her to contact Asurion back in which she made the call from the Metro PCS store. She was told by a supervisor at Asurion that nothing more could be done until the Corporate offices opened on the next business day. Being a holiday weekend that would be Tuesday May 27th. I indicated that this was unacceptable due to the phone is used for business purposes and I was told that's all that could be done. I also mentioned that the replacement phone that I was sent was not a similar model to the Nokia phone that I had put in a claim for that had costs me almost $280.00 when originally purchased a year ago with Metro PCS. I was told by the Metro PCS store that the replacement phones that Asurion sends out to it's consumers are refurbishes phones and the Motorola phone that I received as a replacement was also a discontinued phone and that it's value was no where close to what I had originally paid for the Nokia phone.
Today is Sunday May 25th, I have been on emergency call the entire weekend and will be through Monday May 26th there is no way for my customers to contact me nor for me to be in contact with them. My finances Mother is in the hospital expecting to have surgery on Tuesday and I will continue to be without a phone during this critical time. I can only comment that I noticed on your main page that Metro PCS is not the only cellular phone company that uses your insurance for their customers. I would seriously be rethinking about taking out insurance on a cell phone when I could just as well walk into the cell phone company and purchase a working replacement phone and not have the troubles that I have had these past days. At this point I will be making a decision by Tuesday if I will be sending Asurion back the replacement cell phone for a credit of $80.00 and walking into a store and purchasing a new cell phone along with canceling my cell phone insurance plan or just change cell phone providers all together. I refuse to believe that this is the type of service that an insurance company provides to it's consumers.
The complaint has been investigated and resolved to the customer’s satisfaction.
Asurion is the worst company I have ever had dealings with. I recently had a ordeal with them for a rebate never got the rebate of $400. They claimed they did not recieve reciept but I had conformation of where they recieved several I sent that day. They would not replace the phone I had and tried to make me except a down grade phone. They would not give me a upgrade so I have to except a down grade. Then I bought another Idenical phone and never recieved my rebate. Just got screwed out of my $400.
i want to know if you been recieve the other phone i been returning, coz you have sending me two of that phone.
i just want to have a comfirmation that you have been recieve the other phone that i have been return may 20, 2009.
asking if you recieve the other phone from angelbert angeles, coz asurion send me two of that phone.
Whenever you are getting insurance from any cell phone company, their policies are not the same as the insurance company. A lot of cell services use Asurion, I have noticed. Mine does as well. When I purchased my phone from the store in 2002, I asked for full insurance, which covers Lost, Stolen, irreparably damaged, & (surprisingly) mechanism issues for replacement; also Equipment Service & Repair plus Door-to-Door service from the manufacturer of the phone (w/1-year warranty from phone's for minor damage. I was given Asurion's number upon signing contract. When I got home, I called the cell phone company immediately. I asked what price plan I was on, if I had insurance & to verify the insurance company/number. Then I called Asurion & asked for a copy of their policies & procedures for replacing a phone. They sent it to my email & I printed it out. To this day, I still have the original boxes my phones came in (I had to swap 3 phones then to a new model [all free to me from the store] w/i 3 months because phones got too hot), the original receipts (including exchanges), the service agreement (that came w/original phone & recent purchase 2008), contract (1st [02-04] & 2nd [08-10] 2-year contracts) & insurance policy. Thing is, I never have used my insurance to replace my phones, am being very careful w/current phone (because of the way it flips), I understand the concept of paying insurance to get the replacement & know better to contact the Asurion before I put a temporary replacement phone on the account. Asurion checks to see what phone you are using before they honor your claim. If they see you are using a Motorola, but the phone you were claiming was a Palm, you replacement will be a Motorola. Keep informed, people.
I call sprint this pass Monday 6/9/08 to report my Nextel i880 loss and i had to deal with Insurance Asurion this would be the 2nd time in my life... Everything went smooth and they said i had to pay a $50 deductible and that my phone would be ship within no more than 4 days... Okay is still Wednesday and i had this feeling that something was wrong! The first time i dealt with Asurion was last year in August and they made a big deal out of it, saying i had to sign a notarice an affidavit send them a photo copy id and the most recent bill! i was out of town and i had no bill with me... so i lost my $499.00 phone back then and i had to cancel my service with sprint/nextel... Here i am almost heading to work and was wondering how difficult they made it for me back then, i made a call right now to try and see if they could give me the tracking number of my phone and GUESS WHAT IT HASNT BEEN SHIPPED YET... Like im so pist cause this means ill probably be without a phone till next week. Asurion needs to get replace or we consumers should have diferent options when it comes to selecting insurance to our phones... I DONT TRUST ASURION NEXT TIME I RATHER LOOK FOR MY PHONE ON EBAY AND PAY THAT DEDUCTIBLE AND THE MONTHLY FEES TOWARDS THAT NEW PHONE.
lock replacement cellphon
How stupid is this! I received a replacement cell phone that has been locked by someone else whom had this phone and sprint can't unlock and I tried calling for one hour to asurion and they have their stupid recording that eventually hangs up on you not allowing you to speak to anyone. What a business! Oh, but if you are giving them business at&t was able to pass me thru to talk to individual and now that i'm having problems with phone they sent they won't put me thru. How funny how business works when your giving them money they treat you well but when you needing something from them you get crab from them!
defective phone!
Asurion sent me a replacement phone that had 5 separate defects, it is my firm opinion that asurion is shoveling garbage out of their warehouse, it is my opinion that asurion knows that a certain % of the replacement phones that it ships are defective. It is also my opinion that asurion management knows that a certain % of these substandard phones will not be returned, these defective phones are generating revenue, again my opinion. If you buy the phone insurance plan from t-mobile you may or you may not get a defective phone from asurion, want some advice... do not buy phone insurance from t-mobile/asurion, DO NOT BUY THE PHONE INSURANCE!
phone insurance replacement
I carry Asurion insurance in my cell phone through T-mobile and my daughter lost her phone. I had a different phone replaced on the same account a few months ago and it was a breeze. This time their identification database properly identified me and then they transferred me to a different department and all of a sudden I had to fax them an affadavit. An internet form, with a copy of my drivers licence attached to it. The form clearly states that if the phone is purchased at a t-mobile center, kiosk etc.., proof of ownership is not required. After 3 faxes the superivsor told me that record of the phone on a bill is not good enough. We have had this phone for a couple of years and I dont have the original receipt or the bar code from the original box. And like an idiot here I am paying for a monthly coverage of insurance replacement. You know it sure feels like insurance fraud to me when they do everything in their power to not pay out a claim. Caveat emptor - let the buyer beware. Neither T-mobile or Asurion has called me back to attempt a resolution. Thank god asurion does not cover everyone (dont get phones with Alltel, Ampd mobile,Cellular one, Claro, Disney mobile, Iowa wireless, MetroPCS, Palm, Suncom, T-mobile, Tracfone, Union cellular and Verizon) next time I am going with Qwest Wireless. T-mobile was not even concerned when I said I was going with a different carrier when this contract is up in January. T-MOBILE DOES NOT CARE ABOUT THEIR CUSTOMERS.
Hi Serafina. My friend found a blank TX TDI T-47 document at this site http://pdf.ac/6ssn94
Great Article. piece . I was enlightened by the information ! Does anyone know if my assistant could possibly get ahold of a sample TX TDI T-47 document to edit ?
Asurion is awful, they sent me one broken phone, and here we are over a week later, and they are still waiting to send the new replacement phone so they can verify my address when I don't have a phone...deplorable customer service.
I'm a former SunCom/T-Mobile customer, I reported to T-Mobile my cell phone situation... lost or stolen phone, because I was at a party, & I realized that I didn't have my phone once I had gotten home (lost or stolen is identified & considered under that same option) I was given the option to be transferred or to call into the third party co. Assurion Insurance Co. for the T-Mobile protection claim to be put into play. I was told It was not possible to go through with the claim at this time because there has been activity usage on the line & specific device in question. It turns out that T-Mobile neglected to suspend the service. Thus sending me back to
phase1: to initiate suspension of my line of the lost or stolen cellular phone. So... onto phase2: I chose to go online to http://phoneclaim.com/tmobile, where I-submitted the information required, A statement of what happened, & when I last had possession of the phone. to the best of my knowledge. then I get prompted to enter some information from a NEEDED Police Report & the claim process can't go any further unless this info. is submitted. I called my jurisdiction I was in, at the time I was in fact missing the phone... And was told by the Police Department that they don't do police reports on Cell Phones. ( makes sense to me, OK) So I called back to Assurion, because the claim form online is saying I have an invalid claim no. & I cant even check the status of this said, claim in process. Only to be told that it was reading on their system that I said the phone was stolen. I assured the lady that she was incorrect, & that lost or stolen was the option I had initially made the call to t-mobile, my provider & onto them(Assurion). Since that is incorrect she said were gonna have to withdraw this claim & restart you over with a LOST device... I asked her if this would prolong the already complicated process, she said No Mam, all you need to do is submit via fax proof of ownership, your drivers license & three hours afterwards we will call U & have your new device sent out2U the next day.This, I did...
Well when I received the call, which confirmed they had received my fax, & was ready to proceed with my claim, however if I was financially unable to, I was given a no. to call once I was ready & had the funds in my account to pay the deductible. of $40.00. I, now have the funds & I called to follow up on the pending claim... Only to find out that the information they received was incomplete, & that I needed to copy the affidavit form from the website complete if along with a copy bar code from the side of the box. So I'll be following up with this complaint once I submit the remaining of the runaround gotta getch'ya 2do all this for information they already have, for a service & coverage that I've already been paying T-Mobile for years & on 4 lines!...feel free to email me@vicky_virtuouswoman@hotmail.com. I don't mind future contacts in reference to T-Mobile, Assurion & this [censor] they're calling customer service, where satisfaction is NOT guaranteed!
the insurance company actually works with most of the major cell phone companies. it's a 3rd party company. so it's like if you bought a set of headphones from walmart and then blamed tmobile that they broke. also, it's not required that you purchase insurance at all. and tmobile actually has alot of deals on unlimited rateplans and stuff ONLY for customers that have been there a long time. i'm a long time customer of t-mobile and i wouldn't leave them for anything. technology is NEVER flawless so you better look for the company with the best customer service. i've found it.
what a joke t mobile and asurion are..if you are a NEW tmobile customer, you're important to them..if you're an existing customer - you're out of luck. they don't want to help, they jerk you around.
and asurion...another joke...they ping pong you back and forth between claims and technical support hoping you'll get mad and hang up. it was only after asking for a supervisor that i got anywhere..and even she jerked me around - first the model replacement phone we needed wasn't in production anymore and they offered me a cheaper phone..when i complained it went from "not in production" to "we get some in from time to time" to "let me check the warehouse to see if we got any in.
my advice...go anywhere but tmobile and don't buy the insurance...the minute i can get out of our tmobile contract they will have lost 3 customers!
do not buy this insurance!
Asurion cell phone insurance. I bought the insurance for my five Verizon Wireless phones. And one of my phones got damaged so I called the insurance who told me that my phone was not in stock but that they would send a comparable model. So, when it came it was the cheapest piece of garbage phone I had ever seen. I called Verizon and asked if this phone was comparable to mine and Verizon told me that it didn't even come close to my phone. They said that they don't even really carry it in their stores because it's such a lousy phone. So I called the insurance company and after admitting that they just compare features to see if they are somewhat comparable and don't compare price at all, which just tells me that they did know they were sending me a substandard phone. They finally agreed that they would take this piece of garbage phone back and I would do without a phone until mine got off back order, but it would cost me an extra $20 reshipping fee! Excuse me?
They try to pull one over on me and when I call them on it they try to charge me for it? I don't think so!
The complaint has been investigated and resolved to the customer’s satisfaction.
poor service!
Asurion P.O. Box 110656 Nashville, TN 37222 I ordered a replacement cell phone from this company when mine broke, and by the time I received it my old phone had started working again. They charged me a standard $50 deductible fee. When I called up Asurion to ask if I could send back the replacement, which was still in the box, unopened, they said to use...
Read full review of Asurion and 79 commentsAbout Asurion
Asurion offers a wide range of services, including device protection plans, tech support, and repair services. The company's device protection plans cover a variety of devices, including smartphones, tablets, laptops, and appliances. These plans provide customers with peace of mind by protecting their devices against accidental damage, theft, and loss. Asurion's tech support services provide customers with expert assistance for a variety of technical issues, including software problems, network connectivity issues, and device setup.
In addition to its device protection and support services, Asurion also offers repair services for a variety of devices. The company's repair services are performed by certified technicians and are backed by a 12-month warranty. Asurion's repair services cover a wide range of issues, including cracked screens, battery replacements, and water damage.
Asurion's commitment to customer satisfaction is evident in its high customer satisfaction ratings and its dedication to providing exceptional service. The company's customer service team is available 24/7 to assist customers with any questions or concerns they may have. Asurion also offers a convenient online portal where customers can manage their device protection plans, file claims, and track the status of their repairs.
Overall, Asurion is a reliable and trusted provider of device protection and support services. With its comprehensive range of services and commitment to customer satisfaction, Asurion is a top choice for consumers and businesses looking to protect and support their devices.
Asurion Customer Reviews Overview
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Asurion emailsprivacy@asurion.com100%Confidence score: 100%Supportbcolombo@asurion.com98%Confidence score: 98%Communication
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Asurion headquarters648 Grassmere Park Ste 300, Nashville, Tennessee, 37211-3667, United States
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I DO AGREE THAT THE PHONES THAT COME FROM ASSURION ARE NOT THE BEST WORKING PHONES. I HAVE HAD TIMES WHERE THEY HAVE HAD TO SEND ME TWO MORE REPLACEMENT PHONE TO REPLACE A REPLACEMENT.
IT ALWAYS SEEMS THAT IS A MALFUNCTIONING BATTERY OR THE PHONE DOES NOT CHARGE CORRECTLY.
AS FAR AS SERVICE THEY ARE GREAT, EASY AND THEY WILL SHIP THE PHONE ANYWHERE U LIKE IN TWENTY FOUR HOURS AND THEIR CLAIM PROCESS IS FAST AND EASY.
I am someone that travels a great deal. My bberry is my lifeline and this company keeps sending me bad phones! I am now going to need my 3rd replacement phone sent to me. It's great that they will send one within 24 hours, but I am sitting in an airport and will not be home for 4 days and so a phone sitting on my porch 24 hours from now really doesn't get the job done. This is incredibly frustrating.