Sprint and other carriers should offer competent insurance companies. Asurion representatives are detached, unprofessional excuse-giving representatives who will waste your time when you are simply trying to get a phone replaced in a timely method. For example, I spoke to one person at Asurion who explained that I could go online to retrieve an affidavit to request a phone replacement. I was transferred to a second representative, named Jay, who asked me the same questions as the first rep. When I asked Jay to give me the name of the web site where I could retrieve the affidavit, she replied that she could not give it to me until I answered a few questions. What? I then realized she was reading from a script and was irritated that I had injected a question. It would have been better had she told me that she had to a read from script. It’s obvious that Asurion trains reps to be robot-like, detached from good customer service, as well as confrontational, if necessary, if you ask a question that breaks them away from their script. I know that Jay was taught not to think or use common sense — as that’s against Asurion’s rules. I would suggest that Asurion take a look at its policy and considering making a change – NOW — and educate, train and hire reps that enhance who they are as a company, not take away from them.
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