Complain about a product or service

Asurion

Charles of Desert Hot Springs, CA December 12, 2008

Charles of Desert Hot Springs CA (12/12/08)
Reported lost phone in July. I was told to print and fill out affidavit, have it notarized an mailed back via certified mail. Everything was completed and mailed. I've been told that there was missing information on the afficavit (which they cannot specify), and that a letter was sent to me telling me this back in August. I informed them that I never received anything. I was told that the 60 days had now expired and the claim was no longer valid. However, they have continued to take the premiums that were paid on a phone that has not existed since July 08. This seems to be common practice for this company and it is my belief that it is time for a class action law suit. Looking for assistance.

Lorena of Sunnyside, NY December 2, 2008

Lorena of Sunnyside NY (12/02/08)
My phone was damaged in early September so I placed a request to replace my phone. The replacement phone I received was a re-furbirshed phone and it was still defective. The battery died immideiately after one phone call, on a full charge, also the phone did not aknwoledge my SIM card, event after contacting T-Mobile to make sure they had all the correct information registerd.

In mid-September, I called for a replacement phone and the replacement phone I received was also a used phone and it was also defective. You have to use the speaker in order to hear the other person. I called asurion and was told that since this was my third phone call, I NOW qualified for a new phone. I was told to send back one of the old phones and they would send me back my new phone. They even asked me for my credit card information and was told that I would be charged if I did not return the old phone within 10 days after recieving the new one.

On November 24th I confirmed that Asurion had received one of the defective phones and was told the the order would be put through and that my new phone would ship within 24 to 48 hours. It is now December 2nd and I still have not received my new phone. I called Asurion today and was told that the phone would not ship until they received all defective phones and that this was policy.

This is the first time I hear of this policy, I would have sent both phones out to them, had I been informed of this. At this point, 2 months later I have no idea when I will receive a new, working cell phone.

Lolita of Jacksonville, FL November 13, 2008

Lolita of Jacksonville FL (11/13/08)
On October 15, 2008, my son lost his cell phone. Subsequently, I contacted T Mobile in reference to filing a claim. At this point I believed that Asurion and T Mobile were part of the same business. Well, I found out later that each company was a separate corporation. I contacted Asurion and was told that I needed to complete an affidavit. I went online obtained the forms and completed them. I then follwed the instructions and sent the forms to Asurion via fax.

Unfortunately, what started off as a simple process turned into a nightmare. When I completed the claim documentation, I followed the instructions. Specifically, page #4 pertaining to ownership document. The form clearly states,that if the telephone was purchased via a T Mobile web site, proof of ownership was not required. After submitting my claim, I was notified by one of Asurion's representatives that I had to provide the UPC bar code or some other type of proof of purchase. I explained that the box had been thrown away and that the phone had been purchased via the internet (No receipt). The Asurion representative continued to tell me that I needed some type of proof of purchase.

I understood the request, however as a T Mobile customer,the request is a direct contradiction from what is listed on the Asurion's claim affidavit. The situation gets even worst. In an attempt to prove ownership,I solicted help from a T Mobile Rep (Quintay #871204064). Quintay contacted one of Asurion's reps and informed them that she could verify that I had purchased the telephone. The Asurion rep ignored Quintay and told her that I needed a diffrent type of verification. So, now I cannot file a claim. I was never told that I had to keep the UPC code from the box. On top of that, when you send in for a rebate, you have to mail the UPC.

T Mobile can't help me and Asurion is not trying to help me. I have paid 5.99 a month for over two years. What a waste.

Daniel of Folsom, CA October 29, 2008

Daniel of Folsom CA (10/29/08)
My daughter lost her phone in late May 2008. We called Asurion, they sent a new phone in early June. This phone worked, but once my daughter started texting a lot, she noticed that it text messages wouldn't always go through. My husband called tech support a couple of times and they always had us try different things out. Nothing ever worked, so finally in October the text messaging completely quit working and we requested a new phone.

Asurion sent one out, this one didn't work at all. It could never find the network. So, he called back right away, and they said for us to get another phone, we had to send BOTH phones back, leaving my daughter with NO phone at all. My husband said no way, because at least the first replacement could make phone calls, and he wasn't leaving her without a phone.

They told him they wouldn't ship a new phone until the phone had been received and processed, which could take upwards of 1-2 weeks. The told him he could go to a T-mobile store and get a loaner and if he sent both phones back as soon as they showed In Transit in the UPS system, it would pop up in their system and a new phone would be shipped within 3-4 hours. So my husband shipped both phones back and got a loaner.

He called two days later after the new phone failed to show up. They now told him, both phones had to be received and processed. He spent over an hour trying to get them to ship a phone like they said, and they hung up on him. He called the next morning, finally got through to a supervisor who told him that there was only one person in the entire company who shipped replacement phones and they were out due to a family emergency, so a phone wouldn't be shipped until they returned.

My husband, who had spent hours on this issue said fine, but he wanted a refund because they weren't shipping a phone. The supervisor said no because a new phone would be shipped, eventually. My husband then said that there had to be another person in the entire warehouse that could ship a phone...and she told him there wasn't. This went back and forth and finally she said that someone would have to drive 30 minutes to the warehouse to authorize the shipment of a phone.

Bernice of Plattsburgh, NY October 29, 2008

Bernice of Plattsburgh NY (10/29/08)
I purchased my son a chocolate phone through Verizon Wireless when he went to college in California. He phoned me and told me that his phone was not working. I had him take it to a Verizon store in LA and have a tech look at it. The tech informed him that he had got it wet and that is why it did not work. My son assured me he never got the phone wet.

I called Asurion and told them that his phone was not working and that he did not drop it in water or get it wet. I had to pay a 50 dollar co-pay and they sent him a refurbished phone. Not long after that he, by his own negligence washed the phone, I called Asurion and told them that, They again had me pay a 50 copay and sent him another phone.

Well, he didnt have the phone that long and the screen went blank and he could not answer the phone or get his text messages. Asurion was going to charge me 50 for another refurbished phone. I got ahold of Verizon and they told me that I should not have been charged the 50 dollars. I ended up getting him a new phone and not a week after he had it the ink inside the screen exploded making it impossible for him to see the screen (Samsung Glide). The tech told him that he must have had it in his pocket making it explode.

When I contacted Asuiron I asked them if there was any way possible he could get a new phone seeings how he only had his a very short time they stated that they did not know what he would get More than likely a refurbished phone and I had to pay 50 copay. What a bunch of crock, I believe that no matter what happens to your phone your fault or not, Asurion is going to make you pay the 50 co-pay.

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