Sprint/Asurion
Deductible kept after lost phone found, return of replacement requested

Two days ago, I was getting ready to leave work, and realized that my cell phone was nowhere to be found. I checked with the security desk to make sure it hadn't been turned in. Unfortunately it hadn't.

The next day, I again checked with security, and tried to retrace my steps to try and find the phone. No luck.

I finally decided to go ahead and check out the Asurion (company that processes equipment replacements) website, since I had added the total protection insurance to my plan. I filled out the online form, and agreed to have the $50.00 deductible billed on my next monthly Sprint statement.

Within 10 minutes of submitting my claim, my phone was turned in. After reading the terms on Asurion's website, which stated that claims cannot be cancelled, I decided to call and check with them (hoping that there was some sort of 'exception').

I spoke with a customer care rep, and explained to her the situation. She asked to place me on hold while she checked with a 'supervisor'. After 2 minutes she returned and said, "I'm sorry, but I have been informed that you will still be charged the $50.00 deductible." I asked, "Can't I just refuse the package when it is delivered?" She replied, "Sure, but you will still pay the deductible. We also request, that if you find your phone, to return the replacement."?!?!?!?!?!? I then asked, "So... You are going to keep my $50.00, but you still want me to return the replacement... Does that make sense to you?" She paused, then replied, "No." I said, "Well, if it's all the same to you, I think I'll keep the replacement, since you have decided to "keep" my money."

Amazing.

Company: Sprint/Asurion
Country: USA
Site: phoneclaim.com

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