- Report: #1169735
Report - Rebuttal - Arbitrate
Complaint Review: Asurion
Asurion648 Grassmere Park Nashville, Tennessee USA
Asurion Asurion Insurance Asurion rips off yet another customer Nashville Tennessee
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Lost my Iphone 4s 64g on Aug 3. I've been paying cellular loss/damage insurance over five years to Asurion/ATT and have never filed a claim, until now. The insurance policy states that Asurion will replace my phone with an equal or better phone within 1-2 days.
Day 1 of claim (Aug 4, 2014): I'm told on phone by Asurion agent "Soryy, we don't have any replacement phones for your iPhone, they are on backorder, call back in 3-5 days".
Day 2: I call back and am told there are still no replacement phones, call back in 3-5 days.
Day 3: I call ATT and complain, they transfer me to Asurion, Asurion tells me they are happy to replace my iphone 4s 64g with an iphone 5 15g. They tell me that because I've never filed a claim, i qualify for their "declining deductible" and i will only have to pay $62.00, half of the normal deductible for a Tier ii device (iphone 4s). I explain that this is not acceptable because my phone was a business phone and I need the 64g. I tell the agent to just send me an iphone 4s 64g. The agent tells me the 4s is no longer made and they do not have any 4s phones in stock, that the 4s is obsolete. I am placed on terminal hold and end up arguing with the Asurion agent again that the phone is not acceptable. I call ATT and explain the problem and spend more time on hold while the ATT customer service rep communicates with Asurion. She comes back and tells me that I will be receiving an iphone 5s 64g, silver in color, with a leather case to replace the Otterbox on my lost phone. I am told that because I am receiving a better phone, the deductible will be $199.00. We discuss the declining deductible thing and they agree to reduce my deductible to $99.00/ I explain that i don't care about the color, thank you for the case, and ok, I'll pay the additional deductible for that phone if they ship it right away. I am assured that I will receive the phone within 1-2 days.
Day 4: I check online for a tracking number on Asurion's web page for claims and it shows that I am getting a refurbished iphone 5. I call ATT, go through the whole story again, and am told that I must contact Asurion. I contact Asurion and am told that the refurbished phone has already been sent. I explain the prior conversations, discussions and information given to me by ATT and Asurion agents and I'm told that they will cancel the refurbished phone and send me the phone I was told I would be receiving. The whole time the Asurion agent is apologizing for the confusion, they will be happy to reorder the phone, that the refurbished phone hasn't been picked up yet by the mail carrier so the re-order will be no problem, and thank you so much for being a valued customer. The agent tells me to check the web page the next day to get the new tracking info.
Day 5: I attempt to log onto Asurion's web page and i keep getting an "invalid entry" when I enter my cell number. I contact Asurion and am told that the re-order has gone out but that tracking information is not available because it has not been "picked up" yet. They tell me to check back within a day or two.
Day 8: I receive a refurbished iphone 5 64g in the mail. Not the phone I was told I would receive my ATT AND Asurion agents. I am disappointed to say the least since I was expecting what I was told I would be receiving, an iphone 5s 64g. I call Asurion because I still am not able to enter the Asurion web page claim tracking form, and I'm told by an Asurion agent that i have to accept whatever they sent out because there are NO NOTES on the claim documenting that I was told I would receive an iphone 5s 64g. Their attitude was be happy because you got a better phone. To date, the phone overheats excessively and people calling me state that they can barely hear me. MORAL: BEWARE OF ASURION CELL PHONE INSURANCE. They intentionally mislead me and did not deliver on the services I paid for for over 5 years! You are way better off sticking 10.00 dollars every month in a sock and when and if you should lose or damage your phone, go buy whatever you want without having to deal with the aggravation and outright lying ASURION agents.
This report was posted on Ripoff Report on 08/14/2014 04:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/Asurion/Nashville-Tennessee-37211/Asurion-Asurion-Insurance-Asurion-rips-off-yet-another-customer-Nashville-Tennessee-1169735. 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.
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