Asurion Walmart Care Plans. Incompetent or Negligent? Internet

I work for a private service center, who does contract work for asurion (formerly N.E.W), and I have seen and heard so many customers with experiences just like yours. Asurion basically functions as a warranty/service provider with representatives who usually have no industry, product, or technical knowledge of the products they cover. Most cases like yours result from simple incompetance or lack of training. I could not tell you how many times asurion has sent service requests to us, with missing/incorrect information (this includes addresses & phone #'s), which could be why you have not received your boxes. Sometimes we are unable to even contact these customers and simply have to wait a week or two for them to call in, usually angry because no one has contacted them. However, I would advise you to beware of the time limitations remaining on your service contract. I have seen a small handfull of cases where customers were mislead, delayed, or subjected to improper repairs (such as minor patches when they needed a major replacement), many times this was done when the customer was close to being out of warranty, then they are told that their plan period is over and they have no coverage for their product failure. Like I said this is not very common, but I have witnessed it in a small percentage of cases. I have also fought for many of our customers who were being treated unfairly, and on a few occasions had to refuse to do what little repairs they would authorize, because I knew it would fail again or pose a safety hazard to the customer. Fortunately with engines and large equipment you're normally directed to a local service center, where the staff are better able to advocate for you, but in your case with mail-in repairs, This is the best advice I can offer:

*Be persistant, call until you see a result, and try to speak with the same person whenever possible (if you become enough of a thorn in their side, you will get results, I have had aggrivated service reps. call into me and completely reverse an earlier decision because a customer would not leave them alone)

*Keep notes of each call, tracking #, rep. spoken with, etc., and demand a supervisor when appropriate, if you absolutely have to, take your issue up with your Wal-Mart store. Although the stores contract to sell these plans, and often know very little, if anything about them, so I would use them as a last resort.

*Do not let your plan run out, or come close prior to resolving this issue.

Good Luck!!