I'm SOOO Sick of Asurion!

[Old Member]

As I'd posted before my screen broke on my Incredible and I contacted Asurion to get a replacement. Of course they are out of stock BUT I asked to get the Droid X instead of waiting for the Incredible since there is not even a date they can give me when they will get them back in. They refused and said I could get an Eris but not an X because it is NOT a comparable model it would be an UPGRADE. I laughed and asked her how that is possible. They have the same OS, the same processor, almost EVERYTHING is the same except for the screen size which is actually a negative for me. She said that the X is not even on the list from Verizon and that Verizon will likely NOT put it on a list for replacement for at least 2 months. She offered me to take the Eris again and again I refused. I asked who I needed to call at Verizon to get it put on that list she said there is no one to call. All I could do is take an Eris and they'd close my claim. Again I refused and she hung up after telling me my claim will remain open until I get an Incredible.

I then contacted Verizon and talked to a CSR who was shocked to hear that Asurion was out of stock of the Incredible since the back order is only on new phones and Asurion should have plenty of refurbished models. She contacted them for me and found out they are actually out but she said there is no reason why they should not be able to replace my phone with the X it IS a comparable model to the Incredible. She put me on hold again, and AGAIN they refused to send me an X saying it was an upgrade. I asked her why and she said it is because they were brand new (release date) and that it will take a while for them to get some in that were not working properly and refurbish them. I asked to talk to who she was talking to and she put me through. Same story again. I asked to talk to a supervisor who was CLEARLY aggravated that I wanted to talk to her. She said the same thing when I asked to talk to he supervisor she said OK, put me on hold for 35 minutes THEN after waiting 35 minutes . . . she picked up the phone and HUNG UP ON ME!

I am now using my Dare and I have to say I HATE IT. I have no other recourse that I can tell. Anyone know anything I can do?

 

[adrynalyne]

Keep calling until you get less of an idiot.

Most of all, be nice, stay calm.

Explain the Eris has been phased out and the screen is too small for your big fingers and hands.

Explain that this is affecting your business and as such costing you money.

Stay calm. Be nice. If its an idiot, talk to their supervisor.

Stay calm, be nice. Don't laugh. Don't smirk.

See a trend going on here? kill them with kindness, honey attracts more than vinegar.

 

[yojoe600]

like said... the more calls you make the better your chances get

 

[Taylored]

When they say comparable they mean "of lesser value." Back in my Cingular Wireless days they actually meant it when they said comparable value. My phone replacements were always better because it was based off of price and not components.
I am not sure how Asurion calculates what is a comparable phone, but it should really be based off of the purchase price since the phone has to be insured w/i 30 days of activation and they charge a $100 deductible! I am not positive, but I think the X is the same price as the Dinc. So they should give you an X to play with for now and if you want, they should just let you keep the X as a replacement since the DInc is unavailable.

 

[Josh2]

I called to get a replacement beginning of last week. I got it 3 days later. A brand new phone. So I dont know why you're having so many problems.

 

[Old Member]

I called to get a replacement beginning of last week. I got it 3 days later. A brand new phone. So I dont know why you're having so many problems.

You called Asurion and got a new phone? WTF? I called on July 8th and was told they were out of stock with NO known date to get one back in. I called July 15 (Droid X release date) and had the above conversation, STILL out of stock. So if you called the beginning of last week and got one I am PISSED.

 

[Josh2]

Yeah I got a brand new one.

 

[Old Member]

I just called Asurion again. It took me getting through 2 supervisors and AMAZINGLY they have one in and can ship it to me by Tuesday. That is ridiculous. Thanks, hopefully this will be the end of it.

 

[BetaMan]

Yeah, I had a bad experience with Assurian also. When I bought my DInc, I got it from Best Buy and purchased their coverage at $10/month. It will REPLACE my phone with a NEW one.

No more Assurian for me after that LAST fiasco!

 

[Josh2]

My experience was great. Had to wait for like 2 days for them to get one in stock. Then they over nighted it to me. It was a brand new one in the new box, not a refurb too.

 

[JustinHEMI]

As I'd posted before my screen broke on my Incredible and I contacted Asurion to get a replacement. Of course they are out of stock BUT I asked to get the Droid X instead of waiting for the Incredible since there is not even a date they can give me when they will get them back in. They refused and said I could get an Eris but not an X because it is NOT a comparable model it would be an UPGRADE. I laughed and asked her how that is possible. They have the same OS, the same processor, almost EVERYTHING is the same except for the screen size which is actually a negative for me. She said that the X is not even on the list from Verizon and that Verizon will likely NOT put it on a list for replacement for at least 2 months. She offered me to take the Eris again and again I refused. I asked who I needed to call at Verizon to get it put on that list she said there is no one to call. All I could do is take an Eris and they'd close my claim. Again I refused and she hung up after telling me my claim will remain open until I get an Incredible.

I then contacted Verizon and talked to a CSR who was shocked to hear that Asurion was out of stock of the Incredible since the back order is only on new phones and Asurion should have plenty of refurbished models. She contacted them for me and found out they are actually out but she said there is no reason why they should not be able to replace my phone with the X it IS a comparable model to the Incredible. She put me on hold again, and AGAIN they refused to send me an X saying it was an upgrade. I asked her why and she said it is because they were brand new (release date) and that it will take a while for them to get some in that were not working properly and refurbish them. I asked to talk to who she was talking to and she put me through. Same story again. I asked to talk to a supervisor who was CLEARLY aggravated that I wanted to talk to her. She said the same thing when I asked to talk to he supervisor she said OK, put me on hold for 35 minutes THEN after waiting 35 minutes . . . she picked up the phone and HUNG UP ON ME!

I am now using my Dare and I have to say I HATE IT. I have no other recourse that I can tell. Anyone know anything I can do?

Cool story. Sounds like Asurion is doing as they promised. Why should you get an X? Sounds like you are the one with unreasonable expectations.

EDIT well it looks like they have a replacement for you. So it doesn't matter now.

 

[adrynalyne]

You don't really believe that the OP should have received an Eris instead?

X is the closest model to the DI in specs, performance, and price.

Asurion does do things like this. My Mom had a Blackberry Tour that went swimming, and Asurion was out of stock. Finally they gave in and sent her a brand new Blackberry Bold 9650.

 

[superchaos]

Cool story. Sounds like Asurion is doing as they promised. Why should you get an X? Sounds like you are the one with unreasonable expectations.

EDIT well it looks like they have a replacement for you. So it doesn't matter now.

Coming from the Eris to an Incredible I can say there is no comparison. The processor speed, ram amount, internal memory, screen quality, camera quality are all inferior on the Eris. As for the 2.1 OS, it is like putting Windows 7 on a motherboard designed for Windows 95.

I still have an Eris if you want to swap it for your Incredible though. Doesn't sound unreasonable to you. You get a nice flashy trackball that lights up. Let me know.

 

[NNN]

Asurion is only sending out new phones. They have very little if any refurbed Incredibles.

 

[Old Member]

Cool story. Sounds like Asurion is doing as they promised. Why should you get an X? Sounds like you are the one with unreasonable expectations.

EDIT well it looks like they have a replacement for you. So it doesn't matter now.

Um no. If they'd done as they promised they'd have sent me an Incredible OR a COMPARABLE model if it was unavailable when my phone broke. As promised is not trying to get me to accept an inferior model phone. As promised would be sending me a phone BEFORE someone that called after I did got theirs. As promised in my mind would be helping me without sending me through every manager that would talk to me. As promised in my mind is we're sorry that your phone is out of stock, here is a list of phones that are comparable that we can send you TODAY and have them be TRULY comparable. Regardless, I have an Incredible on the way NOW. Two weeks later. I will NEVER buy Asurion insurance again. I am looking into buying insurance through my homeowners policy as I've heard others do. I'd rather them have cut me a check for $550 and me go buy another phone when mine's broken.

 

[civicsisedan]

Why would you wait until launch day and call Asurioun and ask them to replace your phone with a brand new phone?

I doubt they get new phones to send to people the day one launches. Not too many buy brand new phones and break them instantly.

And if there was a hardware defect they would just take it back to Verizon and get it swapped out.

I agree that it was unreasonable for you to ask for a brand new Droid X as a replacement on its launch day. Maybe in a month or two I could see you getting mad. But by then the Incredible stock might be caught up.

 

[adrynalyne]

It was more unreasonable that they offered an Eris!!!

 

[Le0_Br4zUc4]

they will offer you an Eris or Devour, happened to me as well and they told me if I find a store with the phone in stock and buy it they will reimburse me, so I did buy the phone and got the money back already! I'm happy with them ;-)

 

[JustinHEMI]

Coming from the Eris to an Incredible I can say there is no comparison. The processor speed, ram amount, internal memory, screen quality, camera quality are all inferior on the Eris. As for the 2.1 OS, it is like putting Windows 7 on a motherboard designed for Windows 95.

I still have an Eris if you want to swap it for your Incredible though. Doesn't sound unreasonable to you. You get a nice flashy trackball that lights up. Let me know.

I never said I thought the Eris for Incred was fair. I said it was unreasonable to expect an X.

But, I have 2 rules I live by. Don't wrestle with pigs and don't argue with idiots. I am invoking them here.

 

[JustinHEMI]

Um no. If they'd done as they promised they'd have sent me an Incredible OR a COMPARABLE model if it was unavailable when my phone broke. As promised is not trying to get me to accept an inferior model phone. As promised would be sending me a phone BEFORE someone that called after I did got theirs. As promised in my mind would be helping me without sending me through every manager that would talk to me. As promised in my mind is we're sorry that your phone is out of stock, here is a list of phones that are comparable that we can send you TODAY and have them be TRULY comparable. Regardless, I have an Incredible on the way NOW. Two weeks later. I will NEVER buy Asurion insurance again. I am looking into buying insurance through my homeowners policy as I've heard others do. I'd rather them have cut me a check for $550 and me go buy another phone when mine's broken.

Your emotion does nothing to change the fact that you were being unreasonable to expect an X in exchange for your incred. I waited 2 weeks for my replacement from asurion and it was brand new. They fulfilled their end of the bargain. Not sure why you think they would have a magical stock that no one else does, or that a check cut from your home owners insurance would get you a phone any faster.

Some people just can't be satisfied, and I suspect you are one of them.

 

[Old Member]

Your emotion does nothing to change the fact that you were being unreasonable to expect an X in exchange for your incred. I waited 2 weeks for my replacement from asurion and it was brand new. They fulfilled their end of the bargain. Not sure why you think they would have a magical stock that no one else does, or that a check cut from your home owners insurance would get you a phone any faster.

Some people just can't be satisfied, and I suspect you are one of them.

Actually, yeah a check from my homeowners insurance WOULD have been faster. I walk into my insurance agent's office, they hand me a check, I walk into Verizon I buy a phone. Pretty fast.

I'm glad that you don't mind waiting 2 weeks for a phone. For me, that's unreasonable, ESPECIALLY when a comparable model available. THAT is what I paid for. No one thinks there is a "magical stock", but when they have something in stock that is comparable, THAT is expected.

Some people think they are always right, I suspect you are one of them.

 

[k.electron]

get square trade - cheaper warranty - lower deductible - better service.

 

[NNN]

Asurion has amazing service. Overnight delivery. Constant phone updates on backordered products. Easy fast returns on manufacturer defects - overnighted as well.

That being said - if they tried to send me an 'X' as a replacement I'd be pissed.

I would take the Incredible over the X any day twice over - even with a 2 week wait time.

 

[JustinHEMI]

Actually, yeah a check from my homeowners insurance WOULD have been faster. I walk into my insurance agent's office, they hand me a check, I walk into Verizon I buy a phone. Pretty fast.

I'm glad that you don't mind waiting 2 weeks for a phone. For me, that's unreasonable, ESPECIALLY when a comparable model available. THAT is what I paid for. No one thinks there is a "magical stock", but when they have something in stock that is comparable, THAT is expected.

Some people think they are always right, I suspect you are one of them.

You missed the point completely. You think you can walk into a verizon store and buy a phone? LOL

And you're right, no point really in arguing this any further. You thought you could get a better phone and failed. You are getting what they promised and that is what matters. Congrats.

 

[kyler13]

If someone told me I couldn't get the X because that was an upgrade, I'd inform them nicely that the Eris is a downgrade. If you want to give me the Eris as a replacement for my Incredible, I expect the deductible to be waived and to be sent a $300 check in the mail. The Eris in no way, shape, or form is comparable.