Asurion sucksGeneral


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  1. Medic_in_SC

    Medic_in_SC Well-Known Member This Topic's Starter

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    So yeah.... dropped my Incredible (again) while exiting the waambulance this morning. Well it fell out of it's holster. Anyway, now the screen doesn't work.

    Sooo... I go online with Asurion to file a claim. The Incredible is backordered and not available. They say that if I want to wait it will be 7-10 days, maybe more, maybe less. Or, I can get a comparable model. I asked what was comparable. Their reply: "We can offer you an HTC Eris." I explained that the Eris is a downgrade that I could not even find on Verizon's website right then. I asked if they could send me an Eris to use until the Incredibles are in stock. He said no, of course. This was "Advanced Customer Service" and they would not let me go any higher. They did suggest that I go to a Verizon store and ask about a loaner phone.

    I ended up hanging up on the Guy after ranting about paying my 7.99 a month and not getting the promised service. He said the service is replacement with the same or comparable model which started the rant about the Eris not being comparable and he arguing that the only difference between the two was the camera megapixels.

    So, yeah... I'm a dickhead for hanging up on him but he really pissed me off.

    So now I'm on my way to Verizon so they can tell me they don't do loaner phones.

    Thanks for listening. Just needed to blow off some steam.
     

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  2. 06Stang

    06Stang Well-Known Member

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    I had a really nice Samsung slider. When i had to replace it they made me take a D&G gold razr. I immediately gave that away and bought a new phone. At Cingular they used to offer replacements by how much the core phone costs not by specs. In no way is an Eris comparable to an Inc to me.
     
  3. jamor

    jamor Well-Known Member

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    You are just going to have to wait. It's not their fault that the phone is back ordered. It's also not their fault that it's the top of the line phone so their is no equivalent to get instead.

    I had to wait about 4 days and was refused a loaner as well. They get shipments in a lot - faster than Verizon gets theirs to customers actually.

    I received mine after 4 days while people on here have been waiting for a month (it was brand new, new green box and all)!

    You shouldn't have to wait long just be patient.
     
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  4. Steven58

    Steven58 Reformed PH VIP Member

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    someone needs a hug. ;)
     
  5. Vihzel

    Vihzel Destroying Balls Everyday VIP Member

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    Well it does seem like everything is in order.
     
  6. nateromero

    nateromero New Member

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    Buy a phone at full retail on a credit card (droid, droid x?), use it till the new one comes, return the phone.

    While this is technically taking advantage fo the system, it is well within your rights to use the 30 day return policy that they promote with their worry free guarantee.
     
  7. MarkyD

    MarkyD Well-Known Member

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    I wonder if they'll send a droid x as a replacement when they have them. Things that make you go "hmmmmmm..."
     
  8. JustinHEMI

    JustinHEMI Well-Known Member

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    Sounds like they were doing what they promised. Sounds like you are the one with unrealistic expectations. It isn't their fault the phone isn't in stock. You should count yourself lucky, you are likely to get a new phone and not a refurb, which is good for us as well, since you'd probably rant about that too.

    I was very satisfied with my asurion incredible claim, even though it took 2 weeks to get a brand new replacement.

    That'll teach ya to keep a spare phone lying around.
     
  9. Ecks

    Ecks Well-Known Member

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    Those restock fees can add up ;) What is it... $35 a month? At the rate these phones are being released, you are increasing your verizon bill by about 50% :)
     
  10. jj3699

    jj3699 Well-Known Member

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    If I broke two Incredibles I would need a hug too :D... But in all seriousness that really does SUCK, now I know I will be going with SquareTrade
     
  11. benson304

    benson304 Well-Known Member

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    It has nothing to do with them, what do you expect them to make you a phone? The phone isn't available to people buying it today, why would you expect that the insurance company would have stock?

    Makes no sense to me why you're so upset. Maybe you should have dropped it?
     
  12. jroc

    jroc Well-Known Member

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    But how can he say the Eris is comparable? A quick spec look up woulda told him different. They shoulda offered a WinMo phone (the Omnia 2), a Motorola Droid, Lg Ally, something. But not an Eris.

    If he thought the only difference was the camera, he doesnt know the technology of these phones too well.
     
  13. VegasOnAcid

    VegasOnAcid Well-Known Member

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    Like most people are saying its not really their fault.. but it does suck... especially since verizon tech support has their refurbished ones sitting around rdy to go.

    I called on Friday about an issue, replacement came today, would have been Monday but it was a holiday.
     
  14. tluv00

    tluv00 Well-Known Member

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  15. amarryat

    amarryat Well-Known Member

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    Maybe they shouldn't be offering insurance if they can't actually provide the service they claim.
     
  16. jamor

    jamor Well-Known Member

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    They can provide the service they claim once HTC stocks them.

    They even call you every 3 days to update you on your back order status and RESERVE the phone for you for 4 days when it comes in stock.

    I think Asurion is stellar. Their customer service has always been the kindest to me and threw in a car charger for the delay (without me asking).
     
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  17. NoShftShck16

    NoShftShck16 Well-Known Member

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    Ehh, I dunno. Comparing everything, price and specs the Eris is by no means comparable. 1.6 vs 2.1, 3MP vs 8MP, XXXMB vs 1 GHz

    I ask you, name anything about the 2 devices that are comparable besides the name HTC and the fact that both device names have an E and an I in them
     
  18. x0x

    x0x Well-Known Member

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    If you took out a new phone every 30 days or so, that would $35 x 12 = $420. Still cheaper that buying a phone at full retail cost. I wonder how many times you could do it before VZW would tell you to take a hike. :)
     
  19. smurfe

    smurfe Well-Known Member

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    I am a paramedic to for the City of Baton Rouge in Louisiana. I learned a long long time ago not to carry a phone in those snap type holsters. I don't know how many near misses I had with phones. I don't know how many co-workers I have seen break or loose their phones as well. I lost one a few years ago extricating someone from a car. We later found the phone in the car at the salvage yard. My partner lost an iPhone as well once at a MVA that we found later at the scene crushed we are guessing by the wrecker that towed the car.

    I carry mine in my shirt pocket on duty and the size of the Dinc is one of the main reasons that drew me to this phone and one of the main reasons the Driod X isn't the phone for me. I am still debating if I am going to buy the insurance when my Dinc gets here. I was quoted like $7.99 a month premium and $100 deductible when I ordered my phone. I never had it with my iPhones, mainly because AT&T excluded the iPhone from insurance when they first came out and when they did insure them, I never signed up.

    Stinks to that they offered what they did. Sounds different than the insurance I had at AT&T when I had it on my phones. If I lost or broke a long discontinued phone, they still had that exact model to replace. My father in law still uses some old Nokia that is actually GSM/CDMA from the days when GSM was just coming. He lost the phone a couple years ago and when we filed a claim, they actually still had them to send him a replacement.
     
  20. freddyttt

    freddyttt Well-Known Member

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    SquareTrade has them? and how about water damage??
     
  21. ChiTownJim

    ChiTownJim Well-Known Member

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    I'd be pissed also, while it's not there fault that the Incredible is out of stock they shouldn't try to offer you a lesser product.
    But again what else can they do, maybe offer you a Droid or something along those lines.
    I don't think your request for use of the Eris as a loaner was a bad one, I think that is a completely resonable request.
     
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  22. Medic_in_SC

    Medic_in_SC Well-Known Member This Topic's Starter

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    Yeah... I know the phone being backordered is not their fault. I pretty much stated I was being a dickhead about the whole thing.

    I had no problem, really with the phone being backordered. That happens. I also have no problems with refurb versus new. I've had plenty of refurb items last me long past their normal life expectancy (assuming I don't drop them). What pissed me off was the "comparable" model. Not even close. That's why I was ranting about not getting the promised service. They should overnight an Incredible or a comparable model, not a retired model that is only 1/2 the phone (maybe).

    Anyway, I went to Verizon in my area and spoke with the guy that came out when it was my turn. He got a kick out of the Eris thing they tried to push over on me, especially since they don't carry them anymore.

    The first thing he suggested was for me to add a line, get a Droid that was in stock and then return it when I got the Incredible from Asurion. He said he would waive the restocking fee. I told him that would cost me too much money right now, even knowing I'd get it back later. He then told me that he could make it where it was billed to my account and then removed when I returned the phone, costing me nothing out of pocket at all. I considered this, but with my habit of dropping phones, quickly discarded the idea as bad. Droids are slippery little suckers.

    He then checked stock and found they have warranty replacements in stock for defective replacements. I'm having a replacement shipped overnight. He said it may or may not be new, but I'm sure it's a refurb. I don't care as long as it works and is in decent shape. If not, we'll cross that bridge later.

    I had to pay the $89 deductible since the phone is damaged and not covered under whatever warranty you would use with a simply defective phone. But, they couldn't figure out how to charge it. So, I wound up with a $30 car dock, a $30 wall charger, a $30 car charger w/extra usb port and a $15 pack of screen protectors that came to $80 with my corporate discount. So I paid less and they got their commission on the accessories. Everyone's happy.

    Sooo... I think I did okay. Maybe I should've tried to get him to waive the $89 that they didn't know how to ring up anyway, but it's money I'd have given to Asurion anyway. And, I get the phone tomorrow. And it may not be brand new, but it's definitely in better shape than mine is now.

    My store really surprised me... the last time I needed something from them was like pulling teeth. All's well that ends well (so far anyway).
     
  23. ChiTownJim

    ChiTownJim Well-Known Member

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    That's great that the store is helping you out, I never understand all the VZW hate I always get similar CS to what you expierenced in the store.
     
  24. amarryat

    amarryat Well-Known Member

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    That's great. And awesome customer service as well.
     
  25. JustinHEMI

    JustinHEMI Well-Known Member

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    Ah, but they can. Are you confused about the situation? It worked out anyway so the debate doesn't matter anymore.
     

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