I lost my Cricket TxtM8 Slider phone with the key pad on 2/22. I filed a claim that very day with Assurant the insurance company for my wireless carrier Cricket.
The rep from Assurant sent me to a cricket Corporate store located at 6081 Broadway in Merrillville. At the store I was told that the lady who usually processes the insurance claims was not there that day and to try back another day. I was able to do so Friday 3/26. On that Friday 3/26 I spoke to Parris the lady who processes claims. She informed me that my phone that I purchased "brand new" two months earlier on 1/28 was not available and currently on "back order". She went on to say that they are offering to replace the phone with the Samsung Messenger II. I asked to see the phone. Paris went in the back and bought out a pretty ratty tatty looking slider phone that did not look all that great. It was scratched and looked USED. I understand that I could possibly get a refurb but not one that looked like THAT. Especially when the phone I had was only two months old. I looked at Paris and said "I don't want that." She then told me that the Messenger was better than
the TxtM8, but I wouldn't know since Parris bought the phone out with no battery and did not offer to tell me any features or benefits that would make me want that phone. So with no other alternative I left the store and called Carmelia at the district office to launch a complaint. Since it was after 5 pm on a Friday I had to leave a message.
Next I called Assurant where I spoke to rep "Lori". I explained my situation to her and she seemed to sympathize with me. She explained that what Parris told me was partly true except not only is my phone on "back order" but the company that makes the phone is no longer producing that model. She told me the Samsung Messenger was the closest thing to what I had (The TxtM8). Lori then went on to explain the features and benefits of the Samsung Messenger. You would think selling this phone to me over the phone should have been harder than doing so in person but Lori was very detailed and patient and I actually like what I heard so I decided to take the phone. Lori assured me that the phone "they" (Assurant) would send will be in much better condition than the one I saw at the Cricket store in Merrillville.
On Today 3/29 I came home to find I had a package in the mail. My phone was here already! Woo hoo! I hurry up and open the box only to find the insurance company sent me the WRONG PHONE! Instead of a slider phone with a key pad they sent me a flip phone! They sent me the Samsung "MyShot" not the Samsung "Messenger".
Right at that moment my phone rang and it was Carmelia from the Cricket District office returning my call. I explained to her all that happened. Carmelia quickly apologized for all the hassle I was going through and offered me this solution. She said that I can return to the Cricket store in Merrillville. She promised that they would have a much better looking Samsung Messenger II there that I can swap out. She said all I had to do was call the insurance company, have them cancel the current insurance claim, and reissue me a new claim number so that I can walk back into the store and get the "correct" replacement there instead of having to wait months for a slider phone with a keypad to become available at Assurant. Carmelia said that they will handle returning the phone Assurant sent me in error via Fed Ex at the corporate store location.
I immediately get on the phone and called Assurant to let them know they made an error and that I need them to file a new claim so that I can do a store pick up. The first rep I got "Jared" was no help so he transferred me to his supervisor. She (didn't get the name) was no help either so I asked to speak to her sup. The Sup's manager advised me that she will see what she can do and that I will get called back within 3-4 hours.
See, the problem Assurant had was that When they deleted the first claim (which THEY "OFFERED" to do in the first place!) And created the second claim, that put me at my limit of claims for the year, which I only get two per year. I was unaware of this at the time.
Meanwhile I get a call from Robert at Cricket corporate office. I explain to him what the deal is and he takes the info and says he will forward it to Carmelia who I had spoke with earlier. Robert also looked up my account and informed me that the first claim Assurant processed is not even showing up in their system. And more importantly since I did not end up getting a replacement phone at the corporate store location the insurance company did not have to pay out on that claim so it should not count as a claim at all. It should have gotten thrown out since they did not have to pay out. The phone I actually got in the mail would actually count as "ONE" valid claim because I did actually receive a replacement phone (even though it was not the phone they said they were sending) that they had to pay out for. Robert said they should have no problem issuing me another claim.
At around 7 pm I get a call from this 610 number. It's the Assurant corporate office rep (did not get the name) calling to tell me that I'm basically screwed! He says because I filed the first claim and had it deleted so that I can file the second claim to have the phone shipped I had already used my two claims for the year and they will NOT file a new claim so I can pick up the replacement at the Cricket store as Carmelia suggested. They are only willing to refund me my deductable once I return the phone they sent me in error. He also further explains that Cricket told them that in lieu of the "brand new" slider key pad phone I lost that Assurant could send me the "flip" phone because it is the only phone they currently have available of like kind and quality to the one I had. I argued the point Robert bought up about the first claim not being valid but he was not trying to hear it, it got ugly toward the end and he (the Assurant Rep) hung up on me.
Now in the service agreement it does say that they will send a phone of "like" kind and quality but a "flip" phone is NOTHING "like" a SLIDER PHONE WITH A KEYPAD!
Not at all!
I feel like I am being ripped off!
Their service agreement also says and I quote directly from the agreement:
"If We elect to replace your covered product and a replacement product as described above, (meaning of same like and quality) is not available we will pay you a cash settlement. The amount of the cash settlement shall not exceed the current retail of a replacement product of like kind and quality; and such retail cost shall not exceed the retail purchase price you paid for the original covered product less any deductible."
End quote
No Cash settlement was ever offered. The only thing they ever offered was to return my fifty dollar deductable upon receipt of the replacement phone they sent in error or without my permission (meaning I never agreed to the model phone they sent and this should have been approved by me prior to them sending that particular model)
Now I am currently without a phone. I paid for service this month and already I am going into my second week of no service that I have paid for while I am trying to sort all of this out. Assurant also informed me that if I Activate the phone and don't return it within five days I will have to keep the phone.
I bring this up because I asked if I could use the phone they sent me in error temporarily until they get the sliders in stock. The answer was NO!
0 comments