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Asurion Needs to Go!

SpringMan99

I have been a Verizon Wireless customer since I was 19 years old, that's 28 years ago, fundamentally before Verizon was even a company. But because of acquisition of the Baby-Bells in New England, my baby bell account became Verizon. I have loved Verizon for their service and support for 28 years! Today, I had to, yet again, file a claim with Asurion for my daughters iPhone 5, and it's been an absolute NIGHTMARE. Verizon, please dump Asurion, they suck and they are hurting your brand. We are seriously considering moving to another provider simply because the Asurion support people don't care about their customers, don't care how long you have to wait and don't care about me, the customer. My daughters iPhone 5 fell in the toilet, we have used Asurion in the past, but now, when I try to process a claim, I have to fill out an affidavit to prove it's me. First, the web site fails with a server crash, I call their support line to have the form emailed to me, never comes. I call again, never comes, I call again, with a new email, then three come, and all support reps gave me different answers. What's confusing is I have used this process before, and they send me a new phone, that I have paid bazillion dollars for insurance, plus the $169 for replace...they are making a profit for sure...and I am required to send the damaged phone back within 10 days...so the story that because it's an iPhone 5 I need to fill out an affidavit is crap. I have spent 3 hours processing the affidavit, now I have to wait 3 hours for a response, this is insane. Verizon, lose these guys, move to full on Apple Care, or I am done.

Comments

HappyHelper

Just a heads up, everyone uses Asurion. Not just VZW.

pherson

Just what, exactly is your point?

B33

We've used Asurion for Quite some time we started back with it when we had Service with Alltel the only thing we've seen with it were the adjustment notices of the plan structure and the Cost changes.. Other than that it's worked for us if we needed it..

pherson

For me as well.

OP what you have to realize is that the iphone is an iconic device. There is huge demand both in customers and the black market for them. Realizing this, insurance company takes extra precautions to avoid fraud, laundering etc. They have raised the deductible and have extra steps in place as a result. Apple does have their own applecare but since asurion is third party they do it differently easy as that. You can liken it to owning a chevy and buying insurance thru Gmac now Ally or buying insurance from state farm. Gmac would be lower because in event of a claim they have their own parts and lower overhead versus state farm who is 3rd party and will and can use reman or oem parts. I hope this clears it up. It foesnt mean asurion isnt good. They just have their own guidelines.

CMT1966

I agree - they need to go. It was in my documentation to call a toll free number if I had issues with data transfer. I did - got Asurion and she was more concerned about selling me the insurance for all of my devices (iPads, iPhones, laptops, etc.) instead of helping me with setting up the iPhone and helping with the data transfer. I finally had to hang up after I told her my wife was going to do device protection after we got the phones setup. Then she asked 3 times to speak to my wife. I told this lady that my wife works from home and is working. After the third time, I just hung up. I felt I was talking to a sales person instead of tech support.

-Chris

[Deleted User]

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