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Asurion Ruins Everything

JRCharney
Miembro

On Tuesday September 27, 2016, my Samsung Galaxy S7 Edge was stolen out of my hands on the train heading home. Hoping to reclaim it from the thief, my plain failed when I was assaulted and my ankle broken when it was stomped on. Outside of that, I cannot be any more descriptive without my lawyer present.

However, Asurion has only proven that they would be more than happy to pour some salt into this wound, or rather would gladly step on the cast that my leg is in, by placing the replacement phone on "backorder". For how, long? They won't say. Regardless, more than a week is unacceptable.

This is not an isolated incident where Asurion says "we're sorry we just don't have enough of phone, how about a used version of some other phone". From the accumulated storied I have read online and from other phone providers (Brands A, S, and T as well) for other phones as well (Apple iPhone, Motorola Droid, etc.), Asurion as asserted their virtual monopoly on just about every phone and service and IT SUCKS! (I hope that does get bleeped.) They'll gladly take our money but they certainl don't seam at all too interested in expediting the claims process when they can just put eveything on backorder.

Today is Friday, October 7, 2016. My ELEVENTH DAY without a phone. And the "Asurion backorder" is still in effect, with now Hurricane Matthew being used as an excuse for why I (and man other people in my stituation) are still waiting on a phone replacement.  Last I checked there are no hurricanes on Nashville where Asurion is headquarted, no hurricane force winds keeping the planes grounded on the tarmac at Memphis International where FedEx and UPS have hubs, and it is a nice day in St. Louis where the sun is shining.  So explain exactly where in the supply chain their is a back order? Where is the bottleneck in your logistics system that makes it OK for Asurion to NOT resolve this claim before my next doctor appointment?

I don't want apology! The only acceptable apology is a gift box with a black box with my phone in it.  Last I checked, Samsung didn't have a factory in Busan where they had a Typhoon recently. So I don't want an apology. It's not going to matter if I switch providers because sure enough Asurion will be there to screw things up no matter who my service provider is. (If this isn't an episode of Adam Ruins Everything in the near future, no thing is.)

I want you, VERIZON not ASURION, to give me my replacement phone. The exact make and model. Black Samsung Galaxy S7 Edge.  The good lord knows Asurion is in no rush to do it even with the $200 deductible!

I won't leave Verizon, but I certainly hope Verizon leaves the Asurion Backorder Monopoly.

The only thing that I should be waiting on for 4 to 6 weeks should be my leg to heal. It should NEVER take this long to get my phone back!

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Re: Asurion Ruins Everything

rcschnoor
Líder Sénior

JRCharney wrote:

Today is Friday, October 7, 2016. My ELEVENTH DAY without a phone. And the "Asurion backorder" is still in effect, with now Hurricane Matthew being used as an excuse for why I (and man other people in my stituation) are still waiting on a phone replacement. Last I checked there are no hurricanes on Nashville where Asurion is headquarted, no hurricane force winds keeping the planes grounded on the tarmac at Memphis International where FedEx and UPS have hubs, and it is a nice day in St. Louis where the sun is shining. So explain exactly where in the supply chain their is a back order? Where is the bottleneck in your logistics system that makes it OK for Asurion to NOT resolve this claim before my next doctor appointment?

I want you, VERIZON not ASURION, to give me my replacement phone. The exact make and model. Black Samsung Galaxy S7 Edge. The good lord knows Asurion is in no rush to do it even with the $200 deductible!

First of all, Assurion does not provide you with a "new" phone. They provide your with a refurbished phone. They don't go out and purchase "new" phones to replace your stolen phone. The "backorder" in the supply chain is Assurion waiting for a refurbished unit to send you.

Additionally, you are paying Assurion for your insurance coverage. Verizon simply acts as a conduit to deliver the funds to Assurion so that you don't have 2 bills to pay. You can always go with a different insurance provider in the future if you are unhappy with Assurion. Square Trade comes to mind or add a rider to your homeowners policy for cellphones. If you are unhappy with how Assurion works, I would suggest not purchasing their product in the future. In fact I NEVER suggest purchasing insurance on a cell phone. I never have nor do I plan on it in the future.Smiley Happy

Verizon is not going to provide the replacement device when you are paying a different company for the coverage.

Re: Asurion Ruins Everything

JRCharney
Miembro

rcschnoor wrote:

First of all, Assurion does not provide you with a "new" phone. They provide your with a refurbished phone. They don't go out and purchase "new" phones to replace your stolen phone. The "backorder" in the supply chain is Assurion waiting for a refurbished unit to send you.

So, they are waiting for a new supply of "refurbished" phones. Why don't they ask the police detectives I spoke with which of the gas stations that my phone thief could have pawned off MY phone only to resell it.  I'm pretty sure the phone trafficking is how many "refurbished" phones get back on to the market.

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Re: Asurion Ruins Everything

rcschnoor
Líder Sénior

JRCharney wrote:

rcschnoor wrote:

First of all, Assurion does not provide you with a "new" phone. They provide your with a refurbished phone. They don't go out and purchase "new" phones to replace your stolen phone. The "backorder" in the supply chain is Assurion waiting for a refurbished unit to send you.

So, they are waiting for a new supply of "refurbished" phones. Why don't they ask the police detectives I spoke with which of the gas stations that my phone thief could have pawned off MY phone only to resell it. I'm pretty sure the phone trafficking is how many "refurbished" phones get back on to the market.

Actually, it is more likely broken phones returned for insurance reason which are then refurbished. Not everyone who files an insurance claim is the result of a stolen phone. These refurbished phones could also be phones exchanged at Verizon for whatever reason for a different model which are then sold to Assurion, refurbished and used as insurance replacements.

When you report your phone as stolen to Verizon, the phone ID is blacklisted so that it cannot be used on any provider. Using these as an insurance replacement would not help you much.Smiley Happy

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Re: Asurion Ruins Everything

JRCharney
Miembro

Then what the heck an I waiting on? And what good will it serve to keep making payments on a crap phone from refurb hell or phone I'll never see again?

I don't know about you, but as a victim of a crime the last thing I need is the phone company or the "insurance" company treating me like I was Jody Foster from The Accused. And no, I'm not saying that to offend victims of sexual assault (which is terrible and don't wish that on anybody), but considering I had my phone out and was using it when it was taken, I wouldn't be surprised if someone ignorant person made a statement like "If you didn't have it out, it probably wouldn't have been taken." Where have we heard this ignorant argument before?

I just want my phone back or if not my phone one exactly like it.

Everyday has been a punishment. I can't make plans. I can't communicate with my work, and Asurion seems to think I'm upset because I can't play Angry Birds.

Why is it that after several years, only TWO states have a phone kill switch for when something like this happens? I hope that after I tell my attorney general about this, Missouri will be the third state that pursues this and that theft victims get a replacement almost immediately. If Asurion won't do it, someone else should.

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Re: Asurion Ruins Everything

MSJANAE92
Miembro

I just cracked my S7 edge screen a couple hours ago (with a screen protector on, go figure) and was told at Verizon the best option would be to file a claim since I'm on the edge plan. Had to evacuate because of the hurricane and my phone accidentally dropped on the hotel room's tile floor face down. Now there are hairline cracks all over the left side of the screen. For the time being it seems to be working, but I just filed a claim and nearly cried at the $199 deductible and nearly cried again seeing the phone was back-ordered. I can't believe it's been on back order for nearly two weeks, and it'll probably take longer for me to get it since the delivery services have stopped running where I live until the storm passes.

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Re: Asurion Ruins Everything

RMCCAMMAN
Novice

It definitely sucks when Asurion won't send you a device. It makes me think if I should cancel the insurance, especially since I have the iPhone 7. I wouldn't make someone else replace a device but I would open up a BBB case with Asurion so your voice gets heard.

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Re: Asurion Ruins Everything

Ann154
Expert

Have you considered purchasing a prepaid basic phone with a new number to get through the waiting period?

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Re: Asurion Ruins Everything

pherson
Leader

I'm trying to figure out how Asurion is to blame for a person having an 800 dollar product out in the open in a commuter train. That's like a drunk blaming the liquor company for his dui.

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Re: Asurion Ruins Everything

Acrillix
Sr. Member

I just had my first experience with Asurion.

My experience was as expected with a few hiccups. I ordered my replacement iPhone SE 16GB Rose Gold from Asurion because it was stolen by my ex-girlfriend who took the phone and then moved to Florida with it. She is using it on AT&T even though I reported it lost/stolen.

I ordered the phone, paid the $100 deductible, indicated all accessories were stolen as well, and the next day I received my replacement.

What Went Wrong: Well, it wasn't Asurion's fault, but it went to the wrong address. It was stamped correctly, but it went to anther town about 30 minutes from me, and the guy called me and said he got my package by mistake and I went to his house and problem solved. I didn't get my phone stolen (again) or murdered and I am happy.

     The other thing that went wrong: I indicated that the belt clip was stolen as well, and they sent me a new one. I went to clip it on...SNAP...It snapped right off. I called VZW and explained what happened, very politely, looking for what I should do. They told me "I am so sorry that happened! Let me send you out a new holster. You have two choices, which one would you like?" I selected the cheaper one and they sent it out free of charge.

Moral of the Story: I called, asked what I (big emphasis on I) should do rather than what WILL YOU DO and I got a free replacement (and nicer should I add) holster than what Asurion sent me. And it only took 20 minutes. Oh and might I add I owe VZW $600+.

Boom. Love Verizon Wireless.