An outline of my experience with Asurion:
*I filed claim. Asurion could not honor claim because their system indicated that I did not have insurance. I had been paying for the insurance for 18months non-stop at this point.
*I called Verizon, who contacted Asurion and confirmed that I had insurance. Asurion's response to me was that they were sorry for delay because of "computer glitch" on their end.
*Next I am told that Asurion can not honor claim because a customer representative put in two different dates of "peril" and I have filed too many claims at this point.
*Again, this was an error on Asurion's side but nonetheless, I am still denied a phone.
*Then, I am told that if I print out an on-line form and fax it with a copy of my identification, I will finally have resolution to this issue.
*However, once I follow through with the instructions, I am told by Asurion representative that the phone I put a claim in for will not be replace. I would receive an LG phone to replace a 2 month old Blackberry 8330. I explained that this was unacceptable and I wanted another Blackberry.
*Next, I am told I will get a replacement Blackberry if I pay the deductable. I paid the $50 copay as instructed. Delivery for my phone was scheduled for Monday. However, I never received a phone.
*Then, I call Asurion and they inform me that there has been a "delay in shipment" and that my phone will be arriving shortly.
*Finally, the phone arrives. I called Verizon to activate the phone and Verizon explained to me that the ESN number was not on record and that Asurion put another ESN number on my account and so my phone can not be turned on.
*I called Asurion to explain that the phone that I had patiently waited for was not functional and that they need to contact Verizon. Asurion directed me back to Verizon who again explained that Asurion needed to clear the issue.
*I called Asurion and they informed me that there was an issue with the phone number and claim date and that was an error on their end. AGAIN.
*Asurion told me to pay ANOTHER copay and send back the phone. Asurion said they would send me another replacement with a correct ESN number to be activated by Verizon.
Well, fool me once, shame on you. Fool me seventeen times, shame on Asurion. The narrative of my experience can not communicate the amount of frustration and hopelessness I felt during the past several weeks while dealing with Asurion.
I spent many, many hours on the phone with Asurion. I have been without a cell phone for over 60 days while I am still required to pay for service that I can not use.
Lastly, the unprofessionalism I experienced is insurmountable to any I have ever been exposed to before. Rude representatives, terrible follow-up, incorrect data entry, and incompetence are part of Asurion's credo. Just one small example of the lack of professionalism was demonstrated when I received a call back from a supervisor after midnight to clarify information. When I refuse to entertain a phone call this late, her supervisor calls back. My phone rang again after midnight waking my children.
I have lost money related to the amount of time spent dealing with Asurion. (HOURS on the phone and time off work to sign for phone that was never shipped. Seven hours multiplied by my pay rate of $40/hr, add a day off work - 12 hours multiplied by $40, add monthly payments to my wireless carrier for phone I do not have 2 multiplied by $130. My economic damages total $1020)
I am paying monthly payments on a phone I do not have and I have paid for insurance for 18 month so that I would be protected against this type of occurrence.
Asurion collected my monthly payments and my copay and has NOT provided me with a phone.
This is a fraudulent company! Beware!
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