I have a contract with T-Mobile and was talked into by their reps to opt for Asurion Insurance for my Samsung Galaxy SIII. I will admit, I was easily convinced that it was the right choice to make. I pay a monthly fee of $7.99 to protect my device should it be stolen, lost or damaged. I was aware there would be a deductible to pay should any of those happen but it seemed worth it to get a working replacement within 48 hours, especially since I never have good luck with expensive things. Silly me for falling for this scam. I have been paying my hard earned money towards nothing but frustration and deceit.
It all started when I went to work, it was Black Friday. It was a hectic day and during all the mayhem I had lost my phone. That night when I got home I filed my claim, or started to at least. After submitting the information online I was asked for my credit card number for the deductible of $130.00. After checking my bank account I realized that I did not have the full amount in my account so I saved the claim so I could finish it after going to the bank the next day after work. However, the next morning at work, a co-worker had said someone had found a phone and it was being held in the office. It was my phone! I was ecstatic! I had found my phone and assumed since I never finished all the needed information on phoneclaim.com that my claim hadn't actually been submitted.
Fast forward to about a month later. A few days prior to Christmas, again, hectic work hours, constant exhaustion, my brain running on auto pilot. I again, lost my phone. Hoping for the best and searching like a maniac, I waited a couple days but I did not find my phone. So, I again, went and tried to file my claim on phoneclaim.com but this time it informed me that I already had an open claim. So I tracked down the phone number and gave them a call. After a few prompts I am connected to a very polite sounding woman who greets me happily.
I am living the moment feeling safe and secure and thankful that I opted for the phone insurance. Little did I know what was about to come. I explained my situation and she made it seem like a quick fix. I filed a new claim, paid the deductible, received my phone our days later. All is good in the world except, the phone doesn't work. I was given a faulty refurbished phone. No worries, I thought to myself, they were wonderful to deal with the first time, this shouldn't be a problem. I call again and explain my situation and am told that because of the holidays I will not receive the new phone for about 7-10 days unless I pay an extra $20.00 to receive it sooner. Excuse me? You sent me a faulty device, I have done my part. I paid the deductible, the monthly payments, this is your part of the deal. I pay these fees because I am told I will get a WORKING DEVICE WITHIN 48 HOURS. So far I got a broken device and it took 4 days. After about an hour trying to explain that it is unfair for me to pay the additional $20.00 and getting told the same line ("there's nothing she can do") I cave and agree to pay.
I wait for my new phone. It had been 8 days since I last talked to Asurion. Again, I call to find out where my phone is. I am told that it hasn't been shipped yet. I ask why. I am told it as a back ordered item. I ask why I wasn't informed of this? No one could send me an email or something? I've been waiting, I paid extra. You have taken my money for many months and my deductible and you don't even have the decency to apologize and/or inform me that you can't provide the service that I pay you for? I am losing my patience at this point. I ask for a refund. She tells me that she isn't allowed to give refunds. So I ask to speak to a manager. I am told there isn't one available but she can have a supervisor call within 48 hours. I explain that I don't have a number to give as a contact number because I DO NOT HAVE A WORKING PHONE. Again she states that there is nothing she can do, she has no idea when any shipment will arrive and the money cannot be refunded.
So here I am, 2 weeks later without phone, out $150.00, with no idea when they will receive a shipment so that I can wait ANOTHER 7-10 days from then (I refuse to pay the $20.00 shipping fee again, no doubt they will ask) to receive my phone. I have been made to look like a fool by this company. PLEASE save yourself the hassle and frustration and find another insurance provider.
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