• Report: #934341

Complaint Review: Asurion

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Wed, August 29, 2012
  • Updated: Sat, December 01, 2012

  • Reported By: Cadman123 — Tustin California United States of America
Asurion
160 Bovet Rd Suite 402 San Mateo, California United States of America

Asurion Asurion Verizon SENT ME A BROKEN PHONE! I made them send me a brand new one to replace the other one they sent me, and now they CLAIM THEY NEVER RECEIVED THE PHONE I SENT BACK! scam San Mateo, California

*UPDATE EX-employee responds: How to get around it. Ask for Supervisor to investigate

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

First of all, I will state that during the sale of my Verizon contract, there was no mentioning that I would be possibly getting a used replacement phone.  I did not see Asurion's name of anything refering to a third party when choosing the insurance option.  According to a class action lawsuit that they lost to, they were required to clearly state in their marketing that you may receive a used phone.  

It all started when I dropped my phone in water.  I called verizon and they gave me the phone number for asurion.  I went online as the phone was taking too long.  When filing my claim, there was nothing on the entire website saying that you may receive a used phone, the only wordage they use  is "replacement phone".  After paying my $100 deductible, my phone came the next day in a small brown box with no manufacturer packaging, and I mailed my broken phone in the envelope provided.  I noticed many scratches, weathering in the charging port, and the headphone jack did not work.  The phone they sent obviously had water damage.  I called Asurion and complained, I requested that they send me a brand new phone, and thus my second claim had been created.  The phone came the next day in manufacturer packaging, I was satisfied with the replacement finally. I mailed back my phone in the envelope provided. 

I thought I was done with Asurion until today, when they called me and claimed that they did not receive the second phone that I sent back.  I call total BS!  How convenient for them, they make you send the phone in their prepaid postage and they can just claim that the phone was not received.  Some of the phones that they send aren't even worth the amount of the deductible.  I am 100% sure that someone has probably received my old water damaged phone by now, thinking they are getting a new phone.  The scumbags running this company make me sick.  I will not be paying the non-return fee, and would love to join in a class action lawsuit against Asurion.

This report was posted on Ripoff Report on 08/29/2012 01:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Asurion/San-Mateo-California-94402/Asurion-Asurion-Verizon-SENT-ME-A-BROKEN-PHONE-I-made-them-send-me-a-brand-new-one-to-rep-934341. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Asurion

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

How to get around it. Ask for Supervisor to investigate

AUTHOR: Corr - (Canada)

First of all, just wanted to let you know that it does state in section 8 (I believe that is still the section, unless they changed it since I worked there) that there is a possibility of receiving a refurbished phone, so unfortunately they did cover there @$$ on that one :( Trust me I used to work for them and in my opinion they should make it mandatory to inform you that you might receive a refurbished phone. But just to inform you as well, according to what the employee's are told, the refurbished phones are ones that have either been physically damaged and the parts damaged replaced with new plastic. Where Asurion does not own the rights to the labels, it is just generic plastic that it is replaced with. Or ones that had a malfunction and been fixed. Now I will say that due to humidity and weather, the packages are just plane cardboard so there is a good possibility of it getting water damaged during the shipping. That happened many times while I was there.

Now as to how to get an investigation done for the phone, there are 2 places to record phones getting returned. The damaged phones, and the previously replaced phones. If you sent back the first replacement in the envelope, it was the wrong way. It should have been sent back in the box, through UPS using the shipping label you should have received. But if you sent it back in the envelope it should be recorded where those phones serial numbers are recorded. If they show 2 phones in that system, there is that first replacement phone you sent back, as well as your water damaged phone. 2 serial number, 2 phones, there mistake in recording it in a system that does not communicate, problem solved, you should not be charged a non return fee for there systems non communication error. If you had sent it back in the box, it would have been recorded in the right system and no non return fee would have been threatened. Even though all the serial numbers automatically saved, the water damaged, and the both replacements, for some reason those 2 parts of the system don't communicate.

But if you get a Supervisor to investigate, they should show all phones back :) Hope this helps.
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.



Ripoff Report Legal Directory