Have been a VZ customer since the AT&T break up. Have found the relationship between VZ and Asurion to be one huge pain in the butt. I recently upgraded to a newer phone which unfortunately broke when dropped in the driveway. Filed a claim with Asurion and got my replacement right away - easy peasy - no complaints. HOWEVER - features on the new phone didn't work! Took phone to VZ store figuring that there was just something simple I was missing. After an hour of tinkering with the phone, the two VZ staff members couldn't figure out why it wasn't working and told me to contact Asurion for a new phone. Now the trouble begins:
1. Nearly impossible to actually get something like a customer service rep (i.e., a real person) on the phone at Asurion. Took a half an hour.
2. Asurion would not process a claim to replace the phone unless they "trouble shoot" the problem.
a. How in hades do they "trouble shoot" a phone they don't have in their possession?
b. Apparently, the term "trouble shoot" actually refers to contacting VZ to verify that I have, in fact, been to the store to have the phone looked at.
c. We're now on the phone for nearly an hour - waiting for VZ to "verify" whether or not I've had the phone looked at.
3. The folks at the VZ store didn't log in my visit. Hence, VZ would not verify that I'd tried to resolve the problem - clock ticking to hour 1/4.
4. I'm starting to get pissed at both VZ and Asurion - and they're both saying things to me like "but we're not Asurion - they run their business their way" and visa/versa. Asurion won't send me a new phone. I'm complaining my head off - I demand for the VZ contact (both are on the line
to give me the cost to buy out of my contract with VZ and that I intend to contact the FCC, FTC, and BB to complain - the VZ rep goes off - never coming back.
5. I'm really mad now (1 1/2 hours) and Asurion rep is now "forwarding me up the ladder to legal" and will I hold? (another 10 minutes).
6. Finally get someone new on the phone who says she has processed the claim to send me a new phone. - Nearly 2 hours.
While they may be separate companies - when claims are involved they are joined at the hip. In this case, what passes for customer service in both VZ and Asurion failed miserably. I certainly hope the phone I get tomorrow works properly or I will pay the $400 to get out of my VZ contract.
It's unfortunate that you're willing to leave a company because of the service from another, completely separate, company. Asurion is virtually the only mobile insurance company available in the U.S. They could always outsource to another country.
All could have been done over the internet.
You don't have to have your phone verified by Verizon wireless.
You call the 800 number for asurian explain the refurbished phone they sent is non functional. And you want another device sent to replace the one they sent.
You see Asurian like Verizon operating for the manufacturer will swap out your device for a refurbished junker that probably had more issues than the one you sent back.
Since Verizon and the manufacturer do not cover breakage, loss or theft they do not warrant the device.
Asurian covers all that. With a sliding deductible.
But it is better than shelling out $500-$800 for a new one.
I would like to point out a few things:
1. The tone of your response does not convey anything like customer
care – if that was your intention.
2. 1. Asurion WILL NOT ISSUE A NEW PHONE IF THEIR REPLACEMENT IS
DEFECTIVE UNLESS IT HAS BEEN SEEN BY VZ PERSONNEL FOR TROUBLE SHOOTING.
3. 2. You seem to have missed the point at which the VZ store folks
dropped the ball – not “logging in” my trouble shooting visit triggering
the domino effect in which it took about an hour to get Asurion to agree to
send me a new phone.
4. 3. The VZ contact Asurion brought in made no attempt to resolve
the apparent problem.
5. 4. While Asurion apparently is the only game in town (and, no, I
would not like to see the “service” outsourced abroad, their apparent
business plan makes it feasible for the business to be conducted here in
the US. I would think, at a profit. I see no reason why VZ could not make
use of their business plan and carry out this service for their customers –
doing so in a seamless, customer-focused manner.
Sorry – your arguments have no merit and you need to learn more about how
this faulty system you have works.
"Surely the day will come when color means nothing more than skin tone,
when religion is seen uniquely as a way to speak one's soul; when birth
places have the weight of a throw of the dice and all men are born free,
when understanding breeds love and brotherhood.”
—Josephine Baker (1906-1975), performer
While Asurion is the company Verizon has chosen to do business with, they are NOT the only game in town. There are a lot of third party insurers, Square Trade being just one. I've used them (Square Trade) and had no problem with a claim.
That's good to know. I had no idea there were other insurers. I was told BY THE VZW REP WHO CONTACTED ME TO GET ME TO STAY THAT THEIR HANDS WERE TIED BECAUSE IT WAS ASURION OR OUTSOURCE ABROAD.
Sorry for the all caps. Tired of VZW screwing customers around. The new-new replacement phone I get tomorrow had better work.
Sent from Samsung tablet
First I never claimed to be Verizon customer service.
and verizon has nothing to do with Asurian outside of billing to your account.
please Google the Asurian policy documents on the web or look at the one Asurian sent when you took the insurance.
my reply and factual answer to your post had loads of merit.
read the document carefully. Once you used the insurance from Asurian the device is not under manufacturers warranty. The replacement is only from Asurian not from Verizon wireless
if you were lead to believe that Verizon had to ok another replacement for the faulty one Asurian sent you are totally incorrect.
Read the insurance documents and you would have known it is between you the insured and Asurian
verizon replaces a faulty device not broken device in accordance with the manufacturers one year warranty.
again Asurian covers everything else.