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Frank of Houston TX (06/11/08)
My cell phone LCD keeps breaking, deductable is 100.00 and they want to wait 24 hours to examin my claim. TMobile Dash HTC phones are so delicate. I went to TMobile and the rep told me there was a know issue. asurion wont upgrade my phone. They want me to wait. The first time I files a claim, I just called them and gave them my cc # and they sen me a new one.
I dont have access to email when I am not in my office, I cant look at my contacts, who has called or who is calling. The second my contratc is up with TMobile, I am out of there.
Linda of Danville CA (06/07/08)
I have paid insurance premiums for 20 months on this phone at $5.99 a month- It broke in my son's backpack and it we received a replacement promptly today but the new phone went through the washing machine in a pant's pocket. I paid $50 dollars to have the phone replaced and now will be charged an additional $50 which is not my complaint. My complaint is that now I have to fill out special forms and send proof of identification and wait 24 hours while they decide if it is me or not. I pay them promptly and now have had an accident when I need their services and they CANNOT BE COUNTED ON TO DO WHAT THEY HAVE BEEN CONTRACTED TO DO. IT IS NOT LIKE THEY ARE GIVING YOU ANYTHING YOU STILL PLAY MORE THAN THE PHONE IS WORTH. THEIR REFUSAL TO DEAL WITH THIS AS THEY DID THE ORIGINAL CLAIM IS HARASSMENT.
I have paid them for a service and they have refused to deal with the claim in a timely manner. I think the fact that these phone companies refuse to replace damaged phones without restarting contracts requires consumers to purchase these expensive plans and then the insurance companies hold you hostage and try to get out of replacing a phone when necessary, I have not had a claim for 18 months- now 2 in 2 days must surely be seen as an emergency.
Christine of Bellflower CA (05/22/08)
I have a blackberry 8100 in which I can only talk through the speaker. I can not hear the person on the other end but s/he can hear me. I called, first, T-Mobile to report the problem and tried to trouble shoot--did a master reset--the whole nine yards. After dealing with them for several days, I was advised to go through the insurance--ASURION. It has been down hill ever since. Although I have been paying on insurance since day one of owning the phone, they wanted to continue troulbe shooting. I explained to asurion that I have done everything that I am being asked to do, again.
Well, because I had not spoken with anyone in the last 24 hours it was necessary to do everything again. I still do not have a phone. I was so frustrated with the whole ordeal. I want a class-action suit against ASURION. They are just collecting money and delivering no services. After doing everything a second time, I was told that I needed to pay a deduction. I pay every month religiously. This is my first time filing a claim and the experience left me feeling used and thrown away.
Yasmine of Phoenix AZ (05/21/08)
I have my phone service with tmobile. sometime around mid 2005 i noticed i was getting billed for something with ASURION at 5.99 a month! This was not something that I authorized so I called tmobile to remove it around 9/10 of 2005. They did according to their records. Well, every month since then, I get so busy that I do online payments for all my bills. I started to shop around today and I decided to see what services I have (minutes, text etc) and I noticed other services on there.
When i realized it said ASURION again, i was furious! I emailed the tmobile customer care and they confirmed my suspicions. They did remove it when i called them to dispute back in 2005 but then ASURION turned around and re-activated it. they did not notate why or who did it but suggested I call them. I have just now sent them an email demanding a response in writing and a reimburesement from 2005 and on! I cant believe that this optional insurance which is supposed to be added by the customers request only.
Being that this is the second time its happened, its so stressful. At 5.99 since 2005, its money that was billed and added that was unauthorized. I call this stealing.
Kisha of Newman CA (05/04/08)
Yesterday called the 1 866 number Asurion, they refused to replaced the phone for my daughter. So I had to contact T-mobile to cancel the phone insurence coverage for all three cell phones, that's 15.00 dollars a month of wasted over a year!
Phone stop working, they claimed the sim card wasn't in that phone that day. Hello, I keep telling them it not working of course it would not show up their end of confirmation computer sim card system. It will show up the older working phone that my daughter had. If the broken/not working phone do not work it will not show up in Asurion system. Their concept policy is incorrect and very retarded! Plus they would have charged me 70 dollars to replace it, the store is much cheaper. What's the point having phone insurence! I am deaf and my daughter is hearing. I will not accept any attorney fees, Asurion is the problem they must paid for all attorney fees to adjust their policy/rules and high charges.
Maria of Miami FL (04/30/08)
I purchased a Motorola SLVR through Metro PCS in Miami Florida. The sales person advised me to purchase insurance through Asurion since the phone was for my 14 year old son. This was in February 2008. Last week my son lost the phone and I contacted Asurion. They processed my claim, charged me an $85 deductible but send me a fake phone.
They send me a phone as a Motorola but it isn't. It is also defective, the USB opening doesn't close all the way and it remains hanging open. I contacted Asurion and the tell me that they apologize for the inconvenience but that I have to keep the phone because it doesn't have any techical problems. I requested a supervisor and the rep just repeated the same information.
So in a few words, they charged full price for a fake broken phone and they refuse to replace it for the equipment that I paid for.
Philip of Savannah GA (03/02/08)
I reported a cell phone as lost. I was told that there was a $50 deductible, and they would ship me a phone like the one I lost. I found the phone the next day, and it was in good working order. The other phone had been shipped, so I sent it back unopened. My phone bill for February contained the $50 charge. I was told by the insurance company that the charge was nonrefundable. Fine, I said. Send me my phone, and I will use it for a spare. They said they would if I sent them the perfectly good phone that I found! I refused to pay the $50 and hung up.
Loss of coverage for one year and a $50 charge on my phone bill, that, so far, I am not paying.
Tessa of Lexington KY (01/20/08)
My cell phone stopped working on 1/14/08, so I purchased a new battery and it still would not work. I called my cell phone provider, AT&T/Cingular, and they tell me to make a claim with Asurion. I did so and on Saturday received a cell phone of lesser value that was totally ugly. I had a SLVR Bubble Pink and the send me a black fliphone, nowhere near what I had (I can buy a pre-paid that looks better). I called Asurion and tell them that I am not pleased with the replacement phone and the rep. pretty much says, "oh well". I have had this insurance for many years and it was mey wasted - $4.99 a month and then a $50 co-pay. I would have done better had I just put my money in the bank just in case my phone was lost, stolen or broken. I am filing a complaint with the Attorney General and BBB.
Theresa of Blanchester OH (01/14/08)
My cell phone was not holding a charge. I called Asurion, my insurance through Verizon, and they said it sounded like my battery and marked my account. I replaced the battery. My phone immediately drained the battery of charge and now it will not remained charged. I then plugged my phone in and went to bed. I woke up to this feeling of pain on my knee. My cell phone overheated and it burned my knee. The front screen lost all color and turned white. The phone left a burn mark on my knee approximately an inch long, I took photos immediately.
I called Asurion that morning to tell them what happened. They transferred me four times because those representatives were not able to help me with this type of claim. They put me on the phone with a supervisor, who was a jerk and he told me customer services would be contacting me. She called and left a message and I called her back the next day. She told me that all electronics can burn you and was extremely rude and hateful. They said they would send me a courtesy phone. I told her I do not want the same kind of phone (why would I want another phone that could burn me?). She got nasty with me and told me that the phone I had was brand new and not refurbished (it was a replacement phone from an earlier claim in June). She said I could pick a new phone and call her back by 5:30 and it would shipped the next day. I called 3 times and she did not answer and I left a voicemail. It has been 5 days and no response.
It burned my knee and left an inch burn mark. I also cannot really use my phone anymore without it having to be plugged into the wall.
Jeremy of Roseville CA (12/11/07)
I purchesed insurance with this company for coverage of a cell phone. When filing a claim, I was sent a lesser value phone. I was told by a represenitive the the policy is up and they will be unable to replace the phone with an equal value one. Asurion failed to correspond with the Better Business Bureau and is less than helpful in helping the customer understand and dealing with matters of good customer service.
Allison of San Rafael CA (11/13/07)
I told the Asurion customer service person that my prior phone died and that I was told that I did not have insurance. I looked at my phone bill, and I pay $4.99/mo for Equip Insurance Premium. I told her I had to pay for a new phone. I asked if I had insurance on the phone itself. She said, "You have insurance on your line." I asked her to explain. She kept saying the same thing, so I repeated what I'd told her; and she said yes, that I had insurance on the phone equipment. I asked for a credit on my bill, she said I would have to pay $50--that my problem was with the store. It was an AT&T store. This is a run around. And I just started with AT&T: NOT A GOOD START.
I will have to use my time, gas, and wear and tear on my car to return to the store (where the sales clerk lied to me) and spend more time having to point out that I pay insurance on my phone equipment; and since it was obviously a problem with the phone itself, (I hadn't crushed it, gotten it wet, etc), my phone should have been covered.
Elizabeth of Bronx NY (10/03/07)
they sent me a replacement cell phone with loose buttons, the battery door didn't sit right on the phone and the hearing was low and they didn't even mail a holding strap with the phone and they charged me 110.00
i'm possibly out of 110.00 if they don't send me a working phone.
Lori of Eddyville OR (10/02/07)
We pay for insurance for cell phones 4.99 each for three phones. In June we requested and received a replacement phone they charged 50.00 charge for a used phone, which we accepted. On October 1st my daughter thought her phone was not working she called to request a replacement, within the hour called them back to cancel and was told she would still be responsible for $50.00 charge. 1) It hasn't been 12 months since the last replacement which they gave a twelve month warranty for, 2) When you purchase something shouldn't you have a grace period to cancel. We have had insurance for several years on our phones which we pay monthly and have had only one claim, I was under the impression insurance was to replace something which has been lost or damaged. They claim their warranty is not for damage. Brochure says loss or damage.
Bernard of Columbia SC (10/02/07)
I've contacted Asurion to complete an insurance claim for my damaged phone. I had no problems completing the claim nor did Asurion have a problem debiting my account the deductible. I received the replacement phone and had issues with the device. I could hear the individuals calling me, but they could not hear me. Please keep in mind that I have had a cell phone for many years and pretty sure how to complete the basic troubleshooting tips on the phone. I took time out my schedule and visiting a local store (my provider store) and explained the issue to the service technician on hand. He stated that since I did receive the equipment from Asurion they would not be able to assist me, but he would in fact possibly tell me what was wrong. I've explained to him in detail what was going on and then I stated the earpiece is blown; he agreed b/c the problem replicated at the store. I called Asurion and I spoke to the first slack rep. (1 of many) that stated the phone was bad and he needed to get me over to their tech. support to have a replacement phone sent. He hung up on me during the transfer. I called back and spoke to the 2nd incompetent rep. that repeated the same procedures the first rep. did and then stated to me to take phone to the store. I advised her that I was not going back to the store and then reiterated the same info. (that I listed above). She then said well, let me see and the call ended. At this point, I was disgusted with Asurion lack of service for their product. I called back after an hour and reiterated the same issue to the 3rd rep. that wanted to repeat what I already done before and I refused. He said that he would not be able to do anything b/c he personally didn't walk me through the procedure. I asked for a Supervisor. Did I get one? The answer would be NO!!!
Angela of Frisco CO (09/28/07)
I have Asurion Insurance to cover my cell phone. I had to use them when my phone needed to be replaced. Initially everything went fine, that is until I received my phone. The phone is a Chocolate LG VX8500. The new or refurbished phone they sent me defiantly didn't seem right. the slide mechanism seemed a looser and the lights on the front were much brighter and a little off-line. But, I thought as long as it works fine.
Well two months later the loose feeling slider completely came apart and I had a two-piece phone. I figured they would understand when I called them that it was due to a faulty replacement they gave and not damage I did to the phone. But, of course they didn't see it that way and said if I had said something within 7 days of receiving the phone maybe something could have been done. So not only did I have to pay another 50.00 dollars to replace the incompetent phone they sent me in the first place they also said that was my second claim in a year so my insurance is cancelled.
Paul of Miami Beach FL (09/24/07)
Have been told that I was dropped from my cell phone 'insurance' by asurion since i had 2 claims in a one year period. I was not notified of this, and understood that I still had insurance, even though I did not.
Bart of Santa Cruz CA (07/11/07)
Have paid premiums for many years. In the last 30 days they have sent me 4 replacement phones, none of which are operational. Because the phones were returned to them (what else is one to do with the equipment?), they now claim that I have voluntarily returned the equipment and therefore have breached an agreement in the fine print and they can do nothing more to assist.
Patricia of The Woodlands TX (06/05/07)
I was told the iTunes phone would be replaced with a comparable phone, which would be the iTunes Rocker. After paying $50 deductible, they sent a refurbished Samsung flip phone. Asurion claims that the Samsung is comparable even though it does not have the iTunes feature, which is the main selling feature of the phone.
Tracey of Rocky Mount NC (06/04/07)
My cell phone will not turn on. They say it has moisture and I need to have it replaced. So of course, I do not have the $50.00 dollars at the time. I wait until payday and call. Then they want a notarized affidavit saying exactly what the tech at sprint said. Which is more money $5.00 for a notary. Then they stated that they were dropping part of my coverage because this is my second phone replacement. It just doesn't end.
Donald of San Francisco CA (04/22/07)
After paying for over a year, I made a claim for my phone. I had to pay an additional $75 and they have sent me a phone that was not packaged properly, dirty inside and does not work properly. People cannot hear me, I keep breaking up.
I do not know what to do, now. I have a worse phone. I am a senior citizen and disabled and can do only so much at a time.
Ezriel of Lakewood NJ (04/11/07)
I paid the $50 deductible plus the monthly premiums. Upon receiving the phone, it looked brand new and seemed to work fine. Until I had to press the 2 button or attempt to lower the ringtone volume or press the down button on the controls.
Michael of Orland Park IL (04/03/07)
I received a replacement phone on 01/02/07 from Asurion after paying a 50.00 deductible because my previous phone stopped working. The replacement worked fine until 3/26 when I flew back from out west. The agent from Asurion says that cell phones can get zapped going thru airports and the batteries fail. We did some tests over the phone, she determined it to be the battery and because the phone was dropped on my kitchen floor back in January, it would not be warranted and I would have to go and buy a new phone.
Then a supervisor agreed that would have no bearing on the battery warranty and they would send one out...now, a week later, I still do not have the battery. I called back and they admitted they don't have a battery so they would have to send out a new phone, but because the phone was dropped, they don't have to send out a new phone because the warranty is void!
Sande of Dexter GA (03/30/07)
Verizon assured me that Asurion would overnight me a phone as they know I am a heart patient, as well as a brittle diabetic and my phone is my life line to my doctors or 911. Well I did not receive my phone over night, as it was (6) days later my phone arrived rattling around in a box. The phone, battery and back to the phone were loose in the box. I opened the box with my phone and all three pieces fell out of it.
Screen was cracked when I got it but was told they don't have to honor a replacement as I didn't call in within 7 days to report the screen was cracked (I didn't know it was cracked because I left the protective clear covering on it).
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