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

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.