Asurion
Refused to replace phone with comparable, sent broken replacement, lost returned phone internet

Dealing with the only claim we have ever filed has been a DISASTER from the
start. My family and I have experienced the WORST customer service that
we have ever seen.

Here is a quick overview of what has so far occurred.

1. Started a claim and was told I would be given a sub-par phone,
compared to current HTC phone.in fact, I was told I would pay over
$100 to replace my HTC phone with something called a "devour" which was
advertised for $39.99 on Verizon's web page. After paying the insurance
for almost 2 years we would be paying over $220 for a $39.00 dollar
phone???

2. After having to call back the next day due to "computer problems" I
was told that I now qualify for a Motorola Droid 1, which while
obsolete, was at least comparable to the phone being replaced.
Everything now seemed OK.

3. After calling back to confirm the order I was informed that I do not
have proper authority on the account and my Dad would have to call
back. This was to protect our information. Why did your
representatives let the process go so far without confirming account
information on the first or even second calls?

4. After calling back again I was informed by a supervisor that she was
so sorry for our experience that she would be sending a BRAND NEW
Droid1 and that she was sorry for our inconvenience.

5. I received my replacement phone in the mail and not only was it NOT a
new phone, it was a DEFECTIVE refurbished phone that now needs to be
replaced as well.

6. Once again I found myself calling the reps who apologized for my bad experience (again).

7. Received a new Droid1 that supposedly did not exist during my first call.

8. Went to Post office and personally handed both phones to postmaster
to be mailed back. They were both in their "proper return envelopes"

9. Approximately 1 week later started receiving calls that the broken
replacement phone sent to replace my broken phone was not received.

10. Called the company, once again, to ensure the second phone was
received. The representative apologized for my bad experience and
reassured my that we will not be charged and that it is probably a mix
up and he will mark my account as satisfied. Was also told their is NO
NEED TO CALL BACK.

11. Received another recorded phone call that my Dads credit card is
about to be charged $200.00 for the cost of replacing the second phone
due to it not being received.

12. I have lost count the amount of times i
have called the representatives, been on hold, and have my calls
dropped. I do not have time for this. Especially for a first
generation Droid1 that looks like is going to cost almost $500 now
because of a lost phone on your part. Not even to mention why it is not
possible to send the phones back registered mail, like we tried to do
at the post office.

It would have been cheaper and cost less time and aggravation just to replace
the broken product with a New and Up to date model from Verizon.

Company: Asurion
Country: USA
Phone: 18888812622
Site: asurion.com

  <     >