Complain about a product or service

Asurion

Clayton of McKinney, TX November 21, 2009

Well I got a refurbished phone from asurion that never worked up to par. I waited longer than 7 days to call them to tell them since I was busy. Asurion told me that I broke the phone and that I would have to pay another 100 deductable. Roger was unwilling to give me the phone number to his supervisor, and had a chip on his shoulder the whole time I spoke with him.

Since someone thinks that I mistreated my phone and that person had not even seen it is not good business. The phone doesn't even have a scratch. Asurion has poor warranty on their product, and even worse customer service. I will take this as far as I can. I will no longer carry Sprint and try to find a diffrent insure of my phones.

Eduardo of Dover, NJ November 7, 2009

Received replacement phone for my daughter's stolen phone. Three weeks later, phone does not turn on. Received reburbished phone, worked for two days, went to charge it and it does not have female connection to charge. Daughter comes home from her mothers house, called Asurion and tell me they can not help because I waited 7 days to call them and report the problem.

They want me to file a new clain for a Refurbished phone... pay another 50 dollars, I am not going to pay for another junk phone. I am left without a phone. If I pay for a service, I expect to receive a new phone, not refurbished equipment.

Akintunde of Chicago, IL October 26, 2009

I have a T-Mobile phone (HTC Touch Pro 2) insured with Assurion Insurance. I was robbed while out of the country(Nigeria) and my phone was one of the items that was stolen. When I returned to the US, I filed a claim with Assurion but my claim was denied and the reason I was given was that the phone did not have a T-Mobile sim card in it when it was stolen.

At that point was when I was told that the T-mobile sim card had to be present in the phone for the claim to be valid. However, the representation made to me at T-Mobile was that I was insuring my phone and not the sim card. T-Mobile actually provided me with the unlock code to the phone so that I could use a foreign sim card in my phone while abroad.

I believe Asurion is trying to use this as a reason to pay the claim. Consequently, I have not been able to use a phone that will enhance my business. I will have to pay additional 696.00 to replace my phone

Iris of Powder Springs, GA October 12, 2009

I pay insurance monthly for my daughter's phone. We have been through 5 phones already in the past 2 months. The steps are, ship the damaged phone, wait a week for the replacement phone, when we get the phone we have to re-program information back into the refurbished phone only to find out it too is damaged. I talked to the supervisor Jennifer at Asurion and I expressed to her that I could have set aside this money instead of paying Asurion and bought a new phone that way. She said, "Well, to each his own." Sounds like Asurion is not for the consumer.

We have to be without a phone for weeks at a time since August but I still have to pay my monthly bill. Each time the phone has to be replaced we have to spend a minimum of one hour on the phone troubleshooting! I have looked up complaints online on their company and found that there are unsatisfied consumers all over the nation.

Fred of Yreka, CA October 11, 2009

My son's Nokia developed problems after a year. I went on-line with Asurion to get it replaced. The new phone came right away, but after two weeks, the new phone was having trouble charging. Because we could get it to charge if we wiggled the charger cord, we assumed it was the charger. After a week of this, the charge port on the phone came off while disconnecting the charge cord.

I called the Asurion and told them that I had been sent a defective phone. I was told that i was past the 7 day limit to get it replaced. I asked for a supervisor who held a hard line: I was past the date for returning the equipment. Did I want to file another claim? (50) Heck no. The phone was sent to me with problems. This is a scam. The QC on their refurbished phones is poor if you read other complaints. You're just buying someone else's problem for 50 and the monthly fee you've paid in. If offered this insurance, don't take it. If you have been scammed, write your carrier. If they get enough complaints maybe they'll dump this company.

Janet of Omaha, NE October 6, 2009

Stupidly I too purchased the Asurion warranty from Alltel. The first time I used it for my daughter's stolen phone - no problem, called, went to store one hour later, new phone. This time, NIGHTMARE! My Blackberry quit working. Alltel couldn't fix it so they said "go to the store and they will give you a new one!" Of course THEY LIED. Store managers at Alltel said, no you have to file an insurance claim BY MAIL (in today's society?) and then get a phone mailed to you.

I was without a phone for 7 days. Get the phone, obviously a refurbished one, no sample pictures, icons missing, etc. Call Alltel - they can't help, give me Asurion's number. Indians who can't be understood tell me to remove battery and read numbers. They are too small I say. They tell me to GO TO THE STORE and have the numbers read. imagine my reaction! Got a supervisor who tried to help but the internet wouldn't work. Said he will send me a NEW PHONE overnight, not a REFURBISHED. WE'LL SEE, won't we?

No phone for a week, not safe, driving with no phone in case of emergency, paying 200 a month for cell and data service and no service (as no phone) for a week. Must activate and reset up all phone functions. Why did I pay for a new Blackberry (200) and get a refurbished piece of junk that someone else didn't want?

Donna of Millville, NJ October 2, 2009

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.

SANTIAGO of APPLE VALLEY, MN September 22, 2009

hello and called your company at least 6 times in the past two months the first time was to tell them that I lost my phone they sent me the following day which was fantastic but the phone was damaged I call sprint which is the company of my phone and they told me that the service was fine and that was certainly something wrong with the phone is all first started your company do not have the technical support to help clients who do not have more than one telephone line they made me to go to my office at work I did call from work to made things easier for both parties but they said I had to turn off the phone and do other tests to verify this but I did it for Repede occasions and the result was the same After several tests and finally a week they decided to change my phone received the new and everything seemed normal until last week was freze in the middle of the road could not access any function or even call 911 through via phone without GPS nothing.

The situation upset me I couldn't reach my destination or where to go finally I get home and remove the battery and the phone started working again but not receiving personal or work emails

I stay incommunicade for a week then call sprint again they showed me again that the Service was fine and that the problem would be the phone call your company and returned to tell me I had to do the procedure again useless turn off the phone and everything again but seem I do not have another line to call them a man named Luis advised that I have to walk from my house to a pay phone or fence to my work which is half hour from my home to call and I had to play again the useless procedures again I did it with sprint repeatedly before and was nothing wrong with the service the problem was the phone againg I ask to talk to a supervisor and I started my communication in Spanish and ends with a manager in English I have no problem communicating in both languages but this person does not understand him nor listened to me at least is what he told me he had repeated that to find another phone to call and do again the useless procedures that previously we did the truth is that I am very upset with the politics and the irrationality of your employees if I want to replace the phone again.I think I wasted an hour talking with different people to take the poor result that is not a way to treat a customer I expect a prompt response because the phone that I hace is not working well and I am not willing to waste another hour on the phone to fix my problem thanks

Heidi of Chicago, IL September 10, 2009

I lost my G1 phone and paid 130 to Asurion for a replacement. It took a few calls back for me to finally get them to do what they said they were going to do - send me a shipping label so I can send the phone to them.

Five months later, the new G1 phone they had sent me began to malfunction. I would click on one application, but it would open a totally different application. In addition, the phone would intermittently restart in the middle of whatever I was doing. I was also getting error reports half the time when I opened an application.

I called Asurion and they did the troubleshooting with me. They had me do some special reboot and told me to call back in a few days if it didn't work. I called back eight days later and they said that since it had been over a week, they had to do their b.s. "troubleshooting" again. I even spoke to a manager and he wouldn't proceed without the "troubleshooting" because it was policy. So, I had to go to the T-Mobile store to use their store phone so I could do the useless repeat of their "troubleshooting" process.

In the end, it was confirmed (again) that my phone was defective, so they said they were e-mailing me a return shipping label. They never sent it. I called back a week later and got transferred to three people before finally ending up with a guy who spoke unintelligible English. It took a 15 minute phone conversation for me to simply get him to send the return label like they said they would before. Then after all the hassle and irritation, he asked me how the weather was in my area. I hung up.

Kyle of Escalon, CA July 20, 2009

I bought an xbox 360 in Feb. 2008 at a Target Store, and purchased through Target the extended warranty, 3 years, for an extra 30 dollars. March of 2009, conveniently after the original 1 year warranty expired, my 360 came up with the E 74 error code-the one very similar to the red Ring of Death (E 73?). I called the extended warranty number and through Asurion, shipped off the xbox and got my repaired unit back in about 2 weeks total turn around time. I moved and shipped my unit to my new house, and when it arrived ,the same error message came up, so I called again and I am going through the same process again.

While I am very grateful I am covered with a warranty, the sheet of paper I got with the shipping label to use stated that Asurion would call me to let me know that they received the xbox and that they would email me as well, and do the same when they shipped it off again. They didn't do any of that before and they have not done it this time as well. When it was off in March, I called them the day my xbox ended up arriving, and they still didn't tell me they had shipped it.

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