Comments on: Verizon and Asurion insurance scam.

By: Dale Jennings

Dale Jennings — Sun, 08 Nov 2009 00:39:59 +0000

I bought a G1 Android phone from T-Mobile 6 months ago. It was
the first pricey phone that I’ve owned. So I went with the
insurance offered to me by the sales rep from T-Mobile. I did
not know that Asurion was the Insurer. I thought T-Mobile was
the Insurer. I wasn’t told any different. I just looked at my
service agreement and insurance charge, and nowhere does it
say that a third party (Asurion) is involved. No mention was
made of a co-pay or deductible. T-Mobile rep told me that if
my phone was lost or damaged, that it would be replaced if I
insurance. I lost my phone a couple of days ago, and found out
that Asurion is my Insurer. They charged me a $130 deductible
and sent me a used phone which is defective. Now they have to
send me another replacement. Like someone said, at $130 deduct
for a used phone, Asurion is making a profit on my losing my
phone–plus the replacement was missing the SD card. There is
something to be done in my case–and I’m going to do it:
T-Mobile is acting as an unlicensed Insurance Agent for Asurionn
If T-Mobile offered insurance as part of their warranty, they
would be legal. But, instead they’re acting as agents for a 3d
party (Asurion). In California you can’t sell insurance unless
you have a license. It’s against the law. I intend to file
against T-Mobile and Asurion with the State Commissioner of
Insurance and pursue other legal action.

By: KARA J. KICK

KARA J. KICK — Thu, 15 Oct 2009 16:20:51 +0000

I am having problems getting my phone bill credited due to them saying the phone that I returned was not received. However it was sent out regular mail according to what was advised on the marked eeveleope. I would like to have this done as soon as possible.
thank you kara j. kick

By: Brandon

Brandon — Wed, 07 Oct 2009 13:17:53 +0000

I am also having problems with this company.
They have sent me 2 phones that are in worse
condition than the one that I am having replaced.

By: Donna

Donna — Fri, 02 Oct 2009 18:59:11 +0000

I have cell telephone service through AT&T and decided to take their insurance on my son’s phone. The company that contracts to them is Asurion. Since my son’s phone had not been holding a charge well(12-24 hours/charge) over the last month I went to the local AT&T store and was given a card with no company name but a phone number to contact for insurance. My husband made the call, explained to the representative the problem and was told that the phone would be replaced, but the company did not have the same phone available (an LG Shine) and that we would be sent another model that might be a new or refurbished model. The model number was given, but I’m afraid that meant nothing to us since we were given no choice or time to research what we were being sent. My husband was then told that a $50.00 deductable would be charged to our phone bill.

We were given no chance to find out what model we were to receive, we had never clearly been informed about the deductible and were taken totally off guard by Asurion. I was listening as my husband spoke with the representative and was horrified by the expense and immediately searched for prices for a replacement battery. After I found the battery for $15.99, my husband immediately called Asurion back. This occurred within approximately five minutes after hanging up from the first call (definitely in less than ten minutes). He was told that he could not cancel and that the charge was nonrefundable.

I went on to call AT&T to complain about their service provider. The customer service representative from AT&T tried to assist me, going so far as to contact the company and carry on a three way call, to no avail. The same stance was maintained. Although AT&T offered to credit my account the charge I feel that Asurion gave extremely poor customer service. When I complained to the AT&T customer service representative about the poor quality of the company that they use to service their accounts she started the process for me to lodge a complaint. She came back on the line saying that she had located a number for a complaint service with Asurion. She put me through to talk to that representative who very kindly condescended to make an allowance and credit the money back to my account after I returned “without activating” the phone I would receive.

I at that time expressed my dissatisfaction with their company policies and explained my intent to log complaints against them.

I feel that since their site advertises “next day” shipment (I checked the site after the contact) and my call came within ten minutes of the order they could have assisted me without putting me through so much. They absolutely refused to provide assistance until I threatened to file complaints and blog about their company. This takes advantage of all other customers who are rushed into an expensive decision with no recourse who are either not willing or unable to complain bitterly. People should not have to waste time and energy and become distraught due to questionable company policies.

I would like to see a change in the way customers are informed of what they are getting for the money they spend on insurance. They should be clearly informed that the phones they have insured will not necessarily be replaced with the same model, that the phone they receive may or may not be new, and that there is a $50.00 nonrefundable deductable. I also found out in the course of my conversations today that if some poor soul had two claims on this insurance within twelve months they would be dropped immediately. Asurion needs to make sure that all of their customers are clearly informed of these policies.

By: Dennis

Dennis — Mon, 21 Sep 2009 17:45:24 +0000

I have had Verizon for 7 years and I have know from the start
that there was a fee to replace a phone. I have used them 3
times and have had very good, quick results. One time they
didn’t even charge me the fee. I found their customer service
reps to be very friendly and helpful.

By: amber

amber — Wed, 16 Sep 2009 17:54:50 +0000

I am having all the problems that I read above, I called
Asurion last week, do to my phone not work properly, with
the insurance that I have been paying for over a year with
my phone company, why pay insurance if it goes for nothing.
Asurion said they would replace my phone, with a $85.00
charge, why would I pay anything, I am supposedly paying
insurance every month for this purpose.
After paying this $85.00 charge and getting my new phone what a joke this phone
is nothing as they said it would be, the phone is already
having problems with charging and the features.
This company is a joke, they are rude to every customer that
call, and oh look no manager to talk to, when your having
an issue. I am contacting the BBB, and my lawyer.

By: Melissa

Melissa — Wed, 09 Sep 2009 12:32:12 +0000

I filed a claim last week for my LG Dare that got wet and had a replacement LG Dare the very next day. Everyone I talked to said they could hear echoeing so I called Aurion and they tried to trouble shoot it… when that didn’t work, they offered to send me a brand new LG Dare or I could get a brand new LG EnV touch. I’m such a conspiracy theorist, I didn’t have time to research the EnV touch and thought they were scamming me into a crappier phone so I stuck w/the Dare and then after doing research realized they were trying to help and get me a better phone. Oh well. Point of the story is I am happy with them so far. I spoke with 2 different cust svc reps and used the online claims and all were great. Reps were very friendly and helpful and I have a 3 year old that was screaming in the background the whole time.

By: Jake

Jake — Tue, 01 Sep 2009 01:29:56 +0000

I agree with Dan. Just because you’re too lazy to do the work doesn’t put them in the wrong. If you go to their website everything is in black and white. You guys should take a little more responsibility for yourselves.

By: Jake

Jake — Tue, 01 Sep 2009 01:27:36 +0000

I’ve used them three times and they’ve always been fast and reliable. I’ve never had a problem with them, ever.

By: danny

danny — Wed, 19 Aug 2009 18:54:45 +0000

i had a bad experience with asurion much like the others several years ago, but in the last year my wife left her 2 month old Glyde in the rain and asurion sent a brand new one the next day. this weekend her bag and phone got wet on the beach, and the glyde was acting up again. next day they have a glyde sent to us. this time it looks fine, but im sure is a refurb. hope it works but otherwise the seem to be much better than in years past. im glad i have the service on her account otherwise id be out $$$ for 2 new phones