Asurion
Poor Service

Completely appalled. I filed an insurance claim with Asurion for a device that was lost. My daughter's phone arrived and we activated it through our carrier (which I am an employee of). Approximately 3 weeks later the slider slid right off the phone. It's now in two pieces. So I told my daughter not to worry because I KNOW that's a known issue for the phone and as an employee for the carrier I have personally replaced several of these devices for customers under manufacturer's warranty due to the manufacturer's technical bulletin. Okay so I call Asurion and state my problem and they tell me oh no, that's physical damage. I told them you're WRONG! I WORK for this carrier and I am looking at a technical bulletin right now that notes the defect in the screw in the slider. I even went on to tell them how to identify which units are affected by this issue. So they tell me once again that it is physical damage and my only recourse is to pay another deductible to have the phone replaced. I don't know if you are aware but if you have two claims in one year your insurance becomes useless for another year! At this point I am canceling my insurance on all my lines. I pay approximately $130/year for insurance plus a $39 or $89 deductible depending on which phone is lost. At that price I can purchase a certified pre-owned device and have no worries. I'm appalled to know that Asurion can pick and choose which manufacturer's defects they will honor. Had I not been an employee of the carrier I would have never known.

Company: Asurion
Country: USA

  <     >