81. Well I filed a claim on January 31, 2008...it is now February 10th. In this short amount of time I wil be receiving my 5th phone from Asurion. This has been the most frustrating experience of my life! From defective refurbished phones to lack of professional customer service. I will say this though...when I had called to them to inform them of the defective phone I did get another one the very next day. The one thing good I will say is that they do try to make you happy. Despite all the frustration I will say that I never felt like i was SOL. However, they really need to update there programs or computers because what one person will tell me..the very next day a different person will say it was not notated or they cannot my info..this was by far the most frustrating part. They also sent me a phone to my old adress in which I changed with a rep atleast 5 times! So I should be receving a sidekick LX tomorrow..I hope there are no problems and I can move on...PLEASE!!!! I seriously do not want to talk to them ever again!

Posted at 11:26PM on Feb 10th 2008 by Sherrie

82. I recently called Asurion and padi my $50 deductible for a replacement phone on 03/03/2008. I was told my phone would ship out the same day for delivery 03/04/08 no later than 03/05/08. Today is Thursday and still no phone. Since this is my teenage daughters phone I called Asurion and talked with Larry and was told there was a problem getting my order processed (this is short for they didn't have my phone in inventory) and that it would ship out today for delivery on Monday 03/10/08. Larry stated that I should be thankful that I have this insurance because replacing a sprint phone can be very costly. I didn't argue nor cuss him, I simply picked up the phone called sprint and let them have it. I got a brand new phone for my other line of service and will get to keep the replacement phone when it arrives assuming it works and they agreed to discount my monthly service for the next 2 months. I've since then contacted the BBB to file a complaint against Asurion and have requested all or part of my deductible back from Asurion as well. After reading all the comments posted to this blog I can honestly say I will cancel my insurance because I've been a customer for 5 years and paying $7 a month on 2 lines of service and having to deal with idiots like this just isn't worth it for me. I'm also going to send this info to my local TV station Fox 4 News and see if they can do a story on them to let everyone know what type of company this is.

Posted at 8:22PM on Mar 9th 2008 by Bridget N Thomas

83. I don't think you guys fully appreciate insurance companies or how they have to work. The guidelines are set by the wireless company that sells you the phone. When you purchase a new phone, there are all kinds of hidden fees-sim card replacement for lost/stolen phones, accessories that you may have purchased extra, as well as the activation fees they charge you. These costs alone can amount to more than $100.00 and you complain about a 50.00 deductible for sometimes 200-300 dollars worth of equipment? Get real and grow up. As for not having the phones make and model in stock? Talk to the phone manufacturers for constantly "updating" and discontinuing phones or to the wireless carrier for no longer carrying the phone you've got. That's why there is a limited supply from my experience. Nice try though. Only a complete jerk would try to get something for nothing.

Posted at 10:40AM on Mar 27th 2008 by Glenn

84. Depends which call center you get. There's a Nashville call center full of idiots and then theres Houston, TX and Moncton, NB call centers with decently educated people. Asurion's not that bad of a company if you read your policy... They have 31 days to get your phone to you.. So you waited what? 7? Are you telling me you never had bad customer service with some crew person at McDonald's?... Do you really think that Fox 4 News is going to do a story on "Woman paid $7/ month and had to wait for her phone on BackOrder!! OMG!" ? Seriously, having a phone is a privilege, not a birth right. Someone in Asurion dropped the ball and made the error of not advising you that the phone was on backorder.. Mistakes happen.. Why Spring (or so you say they did) gave you a phone and a credit on your next two months makes no sense, but they probably just wanted to shut you up and get you the hell off their line. You people need to seriously look at the big picture, you think the world revolves around you, and I know in a sense, when you're paying for a service, it should... But you're getting a phone for a fraction of the price, for free shipping, and on average, overnighted to you. So you may have to wait a week for it to come in, would you rather pay $400 for your phone? Don't buy insurance if you don't want what they provide. It's that simple...

Posted at 8:16PM on Mar 30th 2008 by Alex

85. All griping about personal situation aside. From reading these posts and my own personal experience with Asurion and T-Mobile, I think that T-Mobile needs better disclosure practices and Asurion needs to undergo serious process improvement. From the sounds of several posts from previous Asurion employees, it sounds like they could use a new and more flexible information system.

Posted at 1:44AM on Apr 9th 2008 by Dissatisfied Customer

86. Asurion is terrible service. Period.

I have to pay 110 dollar deductible for a damn sidekick. That is a ripoff.

Posted at 2:36AM on Apr 9th 2008 by John

87. TO EVERYONE IT IS A WASTE OF TIME TO ASK YOU ALL IF YOU EVER READ THE TERMS AND CONDITIONS(BROCHURE) SENT TO YOU BY REGULAR MAIL WHEN YOU ENROLLED TO THE INSURENCE.
go to ********www.phoneclaim.com********and chose your carrier.AND READ.

Posted at 8:15PM on Apr 9th 2008 by Deyis

88. Well I work for Asurion so let me tell you how the insurance works…

1) Your insurance follows your sim card. (when you take the sim out of a ’sidekick’ and put it in a ‘nokia’ the insurance transfers)…(call us as soon as something happens to your phone. (w/in 30 days or 60 days in NY)

2) Your lost phone has to be lost with the sim in it for it to be replaced ( or if you loose your phone w/ out the sim, DONT KEEP USING SIM IN ANOTHER PHONE, get it suspended)

3)If your not using your phone, we cant replace it… (if you get another sim activated(loaner phone), make sure you call us within 30 days or 60 if you live in NY)

4) There is a deductible on all lost, stolen, damaged or out of warranty phones. $40, $70, or $110 (depending on the phone)

5)With tmobile, if your acct is not able to get an upgrade or you dont want to add a line to your plane… they would make you pay full retail value for your phone…(we just charge deduct. and dont extend your contract like tmobile)

6)As stated in the terms and conditions, you may receive a new or refurbished phone… The refurbished phones do have a warranty so call us right away if something happens to your phone and we can assist you. (As long as the phone does not have physical damage)


WWW.PHONECLAIM.COM (READ TERMS AND CONDITIONS)

Posted at 2:42AM on Apr 23rd 2008 by TDW4097

89. What's with asurion having everything on back order?? After losing my phone and calling asurion i was told my Env was on back order, and it always is according to the rep....I'm sorry but doesn't that kinda tell you something? it's a popular phone, "hey we should stock that" Asurion's just waiting for someone to break their phone so they can "referbish" it and send me a used phone. I was told i'd get a new phone at the verizon store when they sold me the insurance!!!! So i was told i'd get a new phone AND i wasn't told about the $50 deductable! I even offered to travel to the verizon store and buy a new phone and asked if they would reemberse the difference....ahhh NO. This company like all other inurance companies are just scams. People do yourself a favor and deposit $5 into your bank savings every month just in case you lose or break your phone and then use that money to buy a NEW phone not some hand me down.

Posted at 10:18AM on Apr 23rd 2008 by Ady

90. I am a T-Mobile employee. Super impressed with T-Mobile thus far. the company really really wants the reps to proved a good experience for customers when they call in. The downside to this is when someone calls in to get a new phone that is covered by insurance we transfer them to Asurion. I have heard a few stories about Asurion that are strange but my opinion is still up in the air on them. 99 times out of 100 if someone has been a good customer of T-Mobile for a while They ask what we can do for them. IF....IF! its a good rep...which most of us are... they will ask the customer if we can place them on hold for one moment (never longer then 2 minutes) and they will present the situation to their Supervisor to see if we can make an exception for them. and usually the super says yes. but if your a customer who is frequently late on bills. and asks for alot of credits and has a record of calling in complaining about their service.. then we will prob decide its not in the best interest of the company to spend money to try to keep their service... so your best bet is to be as good a customer as you can. and be as polite as you can and you will get the same in return. with T-mobile anyway... i cannot vouch for other companies but calling up and yelling and screaming at a rep just because you lost your phone is not a good way to get your problem solved. How would you like it if i came into your Job and started screaming and yelling at you and expected you to help me? think about that next time you talk to a person providing customer service.

Posted at 9:29PM on May 31st 2008 by J

91. Our family has insurance on all three or our Verizon phones. My daughter had a brand new, three days old, phone that broke. Asurion charged the $50 fee and replaced it with a very scratched refurbished one. She called them and sent it back. The next one arrived with some sort of glue substance all over it. She called Asurion again, and they sent a replacement. This third phone was in very good condition. The problem was that it took so long, with numerous phone calls to receive the proper service. Now, my son has a eight month old Treo 700 WX that won't hold a charge. After paying the $50 fee, Asurion is sending out a replacement. After reading this site, I am holding my breath as to what service he will receive. The Asurion employee on the phone was competent and pleasant, but it sounds like the corporate philosophy is to replace insured phones with inferior replacements. It is hard to make the claim that a broken phone that is mailed back to them is a fraudulent claim as they receive the broken phone and can see for themselves. So, for these types of claims in particular, there is no excuse for replacing a phone in very good condition, albeit broken, for an inferior one.

Posted at 10:54PM on Jun 1st 2008 by Karen

92. wow Asurion i had two totally different experiences with this company! the first time back in august 07 when i lost my Nextel i880 a $499.00... i was in TX out of town visiting my folks over there. I call sprint and they say i have no insurance. I call the store where i bought it and they found the records and proof i wanted insurance. Then I dealt with asurion again they asked me for an affidavit a photocopy of my ID and copy of my most recent bill. I was out of homw and i couldnt show all that crap. I Lost my phone completely. I cancel my account with nextel for that reason! Now just days ago i have another Nextel i880 and i lost it. I call Sprint and call asurion and this time no problems. I WAS SURPRISED THAT I DIDNT HAVE TO FILL OUT NOTHING JUST TO PAY A $50.00 DEDUCTIBLE... THIS IS HOW THEY NEED TO WORK ALWAYS... I MEAN IS JUST A PHONE THEY DEALING WITH NOT A CAR OR A HOUSE DAMN

Posted at 4:33AM on Jun 11th 2008 by Christian Nextel Customer

93. I HAVE READ ALL COMMENTS/BLOG POSTED AND NOT TO BE IGNORANT BUT BOTH T-MOBILE AND ASURION SUCKS. I BOUGHT 2 SIDEKICKS SLIDE (AS TMOBILE CALLS THEM SIDEKICK PURPLE). NOW I MADE SURE I PUT INSURANCE ON BOTH PHONES, TMOBILE MADE AN ERROR AND PUT T-ZONES ON ONE PHONE INSTEAD OF INSURANCE. ANYWAYS IT SO HAPPENED I LOST THE PHONE TMOBILE REFUSED TO REPLACE THE PHONE SAYING THAT I DONT HAVE INSURANCE AND SENT ME TO ASURION, ASURION THEN TOLD ME THEY CANT DO ANYTHING ITS T-MOBILES FAULT. WENT BACK TO T-MOBILE IT WAS AN ERROR ON THEIR PART AND THEY STILL DIDNT FIX IT. WHEN THEY DID FIX IT, IT WAS TOO LATE SO ASURION WAS NOW THINKING ITS FRAUD. SO IVE BEEN LIKE A PING-PONG BALL GOING BACK AND FORTH WITH BOTH ASURION AND T-MOBILE. ASURION STILL WANTS ME TO CONTINUE PAYING INSURANCE ON A PHONE THEY REFUSE TO ACCEPT MY CLAIM AND T-MOBILE WANTS ME TO PAY THE BILL FOR A PHONE NOT IN USE. THEY BOTH CAN GO TO HELL.

Posted at 7:20PM on Jun 19th 2008 by MIDNITE

94. I've read through MANY of these comments (what can I say, I have a boring job), and I'm surprised and saddened to hear that so many people have issues with Asurion. Last May I soaked my Samsung u740. Because that is a sort of pricy phone, I bought the insurance. I went to the Verizon store after I had soaked the phone in rice and tried all those other things they tell you to do. Verizon had me call Asurion, and they couldn't have been nice.

I won't lie, I didn't read my material about the $50 deduction or refurbished replacements. But I wasn't upset. The Asurion rep was as nice as could be, even helping me out because my mother's name is on the account, and I needed it shipped to my school address rather than my billing address. No problem.

I received my replacement phone the next day. While it looked good, the volume was too low and some of the buttons kind of stuck. But it worked, so what more could I ask for.

Well, it didn't last long. The speakers stopped working. So on Monday of this week I called Asurion, and they were again very nice. The tech rep I spoke to wasn't the brightest star in the sky, but my order was placed without any problems. They said that they didn't have my phone in black, but who cares.

So then I get onto this website and read about all these terrible issues people are having. But on Tuesday my phone arrived, and as far as I can tell, it is brand new. It's actually the Alias, which is the slightly upgraded version of what I had. If it is a refurbished model, it is a damn good one.

I guess time will only tell, but so I couldn't be happier with Asurion. Great customer service.

Posted at 4:26PM on Jul 9th 2008 by Kelbee

95. I own 4 fphones for business; one lost picture & sound; another lost charging ability; an employee is using both by charging a battery in one then switching it to the other. Asurion wants: 1) an affidavit of the loss; 2) I (repeat I) am to have the affidavit NOTARIZED; 3) a copy of my bills demonstrating non use; 4) a copy of my drivers license. I will never use this company again; I will discourage their use by any company I know; I will work in every way possible to reduce their profits.

Posted at 1:46PM on Jul 29th 2008 by C Luvisi