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  1. #41
    whatacrock
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    Re: Asurion cell phone insurance review!

    BUYER BEWARE - BUYER BEWARE - BUYER BEWARE
    Wish I had check Asurion out before we opted for the insurance.

    Money we might as well have thrown out the window.

    Paid $50 - filed claim - could not get phone we had originally purchased - had to accept something similar.
    Phone worked for LESS THAN 30 DAYS. "Use genuine battery - powering off..."
    Called Asurion 2/7/09 - csr informed me she was "very familiar with that" also they are "aware of this problem". I expected to receive new battery overnight - they already taken the cash for my deductible - WRONG WONG WRONG. They will ship one out GROUND - should arrive on/after the 18th.

    I do not work for UPS, FedEx, or the USPS but I could drive cross country and back in less time than that.

    Spoke with Asurion again 2/11/09 - Sorry a battery is an "accessory" and they do not ship accessories overnight. I do not understand a battery as an
    accessory. Phone will NOT WORK without a battery. Since they know there are problems with their batteries - you would think Asurion would handle thier problems better. A car charger, blue tooth, phone case, storage chip or bling - those are phone accessories in my book. Was told by cst last evening that we could purchase a battery and send them bill if we wanted one sooner. It would be four weeks for them to get us a check after they had receipt.

    Attemted to access claim number today - nothing could be found on the Asurion website. So I couldn't track where the battery was during this "ground" shipment. Still no idea when the cell phone can be used again

    So today I purchased a NEW battery from my cell phone provder. Free Overnight shipping - should be here Saturday.

    Imagine my total shock & surprise when late this afternoon I received an e-mail from UPS about an Important Deliver Information. 2/12/09 Asurion has shipped Next Day Air Saver. Can't track the shipment as UPS on has billing information. Asurion has waited 6 days to even begin shipment of their defective equiment. And now - it's being shipped overnight - will also be here Saturday.

    It is my honest belief that the only reason Asurion decided to ship a battery overnight today is because a complaint was filed with the Better Business Bureau.


    See More: Asurion cell phone insurance review!




  2. #42
    torosmouth
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    Re: Asurion cell phone insurance review!

    As a former employee, I can tell you plenty about Asurion. First of all, the first person you talk to isn't even an employee of the company. They use an outsource call center that "pretends" to be a representative of the company. Secondly, they worry far more about how much time that representative spends on the phone with you than they do whether you are completely satisfied as a customer.

    Thirdly, from the very outset of your call their mission is to kiss your butt in every way possible while all the time trying desperately to find a way to void your warranty on any product they provided to you so you have to file yet another claim costing you yet another $50.00 on top of all those premiums you have been paying.

    Fourthly they WILL provide you with a shoddy foreign made refurbished piece of junk that in most cases still has the same problem the original user of the phone had when they claimed it in the first place. They give you 7 days to find any problems with it physically and take no responsibility for any shoddy workmanship that doesn't raise it's ugly head within that time. So when the hinge on the cheap plastic breaks two months later you're just out of luck.

    They require that only 41% of any employees calls actually result in a reshipment, or that employeee risks being fired. That means they are ok with a 59% customer dissatisfaction level as long as the company is making a killing at the customers expense. They nitpick at the components of an agents call more than the total satisfaction of the customer that is calling to have a problem resolved. You better not spend more time than nine minutes and 20 seconds on your calls or you are in big trouble.

    If your heart is in achieving total customer satisfaction this isn't a job you want. Metrics and profits are all these people care about, and their outsource people are even worse than they are because they are so desperately trying to kiss their client's butt and not only meet, but exceed their client's expectations that they will even try harder than the company itself to screw you over on the worthless product that you were provided with. Their agent may be doing everything they can provide you with total satisfaction, but if they don't think the agent sounded totally broken up over your problem while at the same time screwing you over in less than nine minutes and twenty seconds that representative risks losing his job.

    In a nutshell, you'd be far better off banking that $6.00 a month premium and adding whatever it takes to just buy a new phone when something happens to your phone than buying into this cheap replacement with generic battery that isn't even compatible with the phone plan.

    Avoid this stuff at all costs.



  3. #43
    nicknrm
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    Re: Asurion cell phone insurance review!

    I would disagree.

    I have never been an employee of Asurion, but have been one of Verizon Wireless (not anymore).

    I have heard very few complaints (except that of this thread) from actual customers. Asurion attempts to replace the device with an identical model. It comes with a shipping receipt that says it carriers a 1 year Asurion warranty if any manufacturer defects occur. If you break your phone (again, on your own)...they'll replace it but will charge the $50. They will only replace a phone twice in one bill period. Even after you use both of your claims, you cannot remove the Asurion from your cell phone account (this is the only messed up thing).

    I've used Asurion many times. No, I am not one of the "lucky" ones. I have many friends also satisfied.

    All companies with customer service departments use "outsource agents". Carriers like Verizon Wireless did. They can assist you to the fullest of a normal representative, except they may not be as knowledgeable on the topic (since they may be working for 5 companies at once). The only issue is if you call in and get an actual representative and you need to some how get back to the outsource agent, they have no way of communicating with them. Sometimes, outsource agents can promise you something (which they try and do fulfil most of the time)...you may just have a question about what they said. The normal representative can't contact them and they also can't be held liable if something happens that wasn't intended.


    Quote Originally Posted by torosmouth View Post
    As a former employee, I can tell you plenty about Asurion. First of all, the first person you talk to isn't even an employee of the company. They use an outsource call center that "pretends" to be a representative of the company. Secondly, they worry far more about how much time that representative spends on the phone with you than they do whether you are completely satisfied as a customer.

    Thirdly, from the very outset of your call their mission is to kiss your butt in every way possible while all the time trying desperately to find a way to void your warranty on any product they provided to you so you have to file yet another claim costing you yet another $50.00 on top of all those premiums you have been paying.

    Fourthly they WILL provide you with a shoddy foreign made refurbished piece of junk that in most cases still has the same problem the original user of the phone had when they claimed it in the first place. They give you 7 days to find any problems with it physically and take no responsibility for any shoddy workmanship that doesn't raise it's ugly head within that time. So when the hinge on the cheap plastic breaks two months later you're just out of luck.

    They require that only 41% of any employees calls actually result in a reshipment, or that employeee risks being fired. That means they are ok with a 59% customer dissatisfaction level as long as the company is making a killing at the customers expense. They nitpick at the components of an agents call more than the total satisfaction of the customer that is calling to have a problem resolved. You better not spend more time than nine minutes and 20 seconds on your calls or you are in big trouble.

    If your heart is in achieving total customer satisfaction this isn't a job you want. Metrics and profits are all these people care about, and their outsource people are even worse than they are because they are so desperately trying to kiss their client's butt and not only meet, but exceed their client's expectations that they will even try harder than the company itself to screw you over on the worthless product that you were provided with. Their agent may be doing everything they can provide you with total satisfaction, but if they don't think the agent sounded totally broken up over your problem while at the same time screwing you over in less than nine minutes and twenty seconds that representative risks losing his job.

    In a nutshell, you'd be far better off banking that $6.00 a month premium and adding whatever it takes to just buy a new phone when something happens to your phone than buying into this cheap replacement with generic battery that isn't even compatible with the phone plan.

    Avoid this stuff at all costs.
    Send Nick a PM

    I hope you found this post helpful. Choose Like/Thanks, if you did




  4. #44
    torosmouth
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    Re: Asurion cell phone insurance review!

    Well then, as a former CSR, you know as well as I do that there are certain things you CAN say, and certain things you can't say to either customer's OR partner companies which are "unwritten rules".

    I was recently told point blank that my job was to see just how many reshipments I could keep from sending rather meeting a customer's need to increase the client's profitability rather than seeking customer satisfaction. When every LG 9900 sent out has a generic battery that the device doesn't like and gives a USE GENUINE BATTERY error when used because the insuror wanted to save a few cents, and they refuse to use genuine batteries because they cost more and still gripe about a high reshipment rate something is terribly wrong.

    When every Samsung u740 has speaker and microphone problems and they want you to void those customer's warranties by any way possible, something is terribly wrong.

    When almost 50% of all units shipped have loose charging ports that break within two weeks of receipt there is something terribly wrong. The carrier deals mostly in new product while the insuror bids to the cheapest refurbisher they can find for greater profits.

    Does the insuror tell their client they are taking the very cheapest way out to fulfill customer requests, even though they've proven less than efficient? NO, they try to hide it and put forth the best possible image while pulling one over on their partners. There is the spoken, and there is also the "unspoken" goals of each party. A few luck out and get a good product.

    If a call center can keep hopping with calls strictly on warranty concerns 7 days a week and 18 hours a day that says there is a lot of shoddy stuff being shipped out.

    Many a customer will overlook minor imperfections on a shipment only to have those same imperfections void their warranty six months later just because they didn't report it in a brief 7 day period. Is that just and honest?



    Quote Originally Posted by nicknrm View Post
    I would disagree.

    I have never been an employee of Asurion, but have been one of Verizon Wireless (not anymore).

    I have heard very few complaints (except that of this thread) from actual customers. Asurion attempts to replace the device with an identical model. It comes with a shipping receipt that says it carriers a 1 year Asurion warranty if any manufacturer defects occur. If you break your phone (again, on your own)...they'll replace it but will charge the $50. They will only replace a phone twice in one bill period. Even after you use both of your claims, you cannot remove the Asurion from your cell phone account (this is the only messed up thing).

    I've used Asurion many times. No, I am not one of the "lucky" ones. I have many friends also satisfied.

    All companies with customer service departments use "outsource agents". Carriers like Verizon Wireless did. They can assist you to the fullest of a normal representative, except they may not be as knowledgeable on the topic (since they may be working for 5 companies at once). The only issue is if you call in and get an actual representative and you need to some how get back to the outsource agent, they have no way of communicating with them. Sometimes, outsource agents can promise you something (which they try and do fulfil most of the time)...you may just have a question about what they said. The normal representative can't contact them and they also can't be held liable if something happens that wasn't intended.



  5. #45
    ua767driver
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    Re: Asurion cell phone insurance review!

    I have a verizon treo 755 palm. I have been insured thru asurion for quite a few years.
    I had a 650 treo, when it quit working, asurion sent me a 755. That worked great, for the $50, for about 1 month. Asurion replaced the 755 overnight at no extra charge. Well It quit working again and asurion emailed me (20 hours later) a letter of proof of purchase to take to verizon for a replacement. ?? Well that was a little different. So before I made the 45 mile drive to the nearest store, ( I really live in the sticks) I called the store and discovered that they did not carry, or could order me that model. ?? Verizon told me to call their (verizon's) CS for troubleshooting. So I called them. Took about 7 minutes and verzion is sending me a phone over night. Verizon HQ can get phones that aren't available to the stores.

    What to never tell asurion.... I had the screws loosen up inside the battery pack. Told this to asurion along with the reason for needing replacement, phone would shut itself off. This was a no no. They consider that damage and would not honor my insurance. I did alot of talking and did get them to replace it.
    Never tell them it got wet.
    They have replaced my phone 4 times this past year and only charged me 1 fee. I still have my second replacement available.

    Now my husband has his own insurance policy. He bought ablut 5 of these LG no frills verizon phones off of ebay for about $5 - $8 each. I verified each one thru verizon that they were not stolen and valid for service. When he looses one or it breaks, he grabs another and activates it. I can't find a treo for that price so I am stuck.



  6. #46
    angiekfam
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    Re: Asurion cell phone insurance review!

    I have always had a great experience with ins. I would not have a phone with out it!!



  7. #47
    jrob
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    Re: Asurion cell phone insurance review!

    BTW...If you're Falsifying the information you provide your insurance provider so you don't have to pay the deductible. That's insurance fraud. Also if you're doing your claims online with a computer you've upgraded to a class E felony for it using computer technology. Hope you enjoy 8X8 spaces and decor invovling bars.
    Quote Originally Posted by ua767driver View Post
    I have a verizon treo 755 palm. I have been insured thru asurion for quite a few years.
    I had a 650 treo, when it quit working, asurion sent me a 755. That worked great, for the $50, for about 1 month. Asurion replaced the 755 overnight at no extra charge. Well It quit working again and asurion emailed me (20 hours later) a letter of proof of purchase to take to verizon for a replacement. ?? Well that was a little different. So before I made the 45 mile drive to the nearest store, ( I really live in the sticks) I called the store and discovered that they did not carry, or could order me that model. ?? Verizon told me to call their (verizon's) CS for troubleshooting. So I called them. Took about 7 minutes and verzion is sending me a phone over night. Verizon HQ can get phones that aren't available to the stores.

    What to never tell asurion.... I had the screws loosen up inside the battery pack. Told this to asurion along with the reason for needing replacement, phone would shut itself off. This was a no no. They consider that damage and would not honor my insurance. I did alot of talking and did get them to replace it.
    Never tell them it got wet.
    They have replaced my phone 4 times this past year and only charged me 1 fee. I still have my second replacement available.

    Now my husband has his own insurance policy. He bought ablut 5 of these LG no frills verizon phones off of ebay for about $5 - $8 each. I verified each one thru verizon that they were not stolen and valid for service. When he looses one or it breaks, he grabs another and activates it. I can't find a treo for that price so I am stuck.



  8. #48
    cellularadvise
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    Re: Asurion cell phone insurance review!

    I am so glad that you posted this here. I have never been a fan of cell phone insurance, but I was thinking of geting it. Now, there is no way I will fall for that. I am not surprise since insurance companies in my opinion are in the business of not paying claims, and do everything to make it hard to file claims.
    Are you looking for the best MobilePhoneDeals.us around? You can find great cellular deals and other wireless phone information at CellularDirectory.us



  9. #49
    anna*
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    Re: Asurion cell phone insurance review!

    Don't take it from me that Asurion is a total scam - the courts came to the same conclusion. There was a massive class action lawsuit that was recently settled.



  10. #50
    tavenger5
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    Re: Asurion cell phone insurance review!

    Quote Originally Posted by anna* View Post
    Don't take it from me that Asurion is a total scam - the courts came to the same conclusion. There was a massive class action lawsuit that was recently settled.
    source?
    John

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