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My Samsung Galaxy Ultra was damaged. I Contacted Verizon in which they put me through to Asurion. Asurion charged me $279.00 for a replacement when it should of been $99.00. Told me they did not have an exact replacement but would upgrade to the Samsung Galaxy 223 Ultra. Sounded great but she informed me it was purple. I asked its not the pink one is it? she assured me no its purple. I didn't check to see if there was a purple galaxy available so I take some blame on that cause what I received was a pink phone.
Called the number in the box immediately and was put through to a Verizon rep., I explained that i did not want a pink phone and she replied as she giggled, that I should be happy I received a S23 Ultra. Seriously?
That was only a small issue as for when I went to try to activate the phone as I needed my business line up and running but the phone would not accept my second line. Spent hours being transferred to agent to agent that kept promising me they would get it fixed, After a few hours of this their solution was for me to upgrade my second line so I could use it as they could not get the e-sim to take. After the last attempt and by the 4th agent I was told I would receive a FREE phone for my business line "which I was skeptical about" but figured that good customer service! All I had to do was go into the store to pick it up. Which was an hr and half away from me. I asked if they could send it to the corporate store in Clarksville and she said no that I had to go to the Springfield store.
So I went the next following day to this store to which I was told and looked at like i was nuts when I had explained why I was there. I was told that they did not have anything there for me. I was a bit upset at this point as I was left there holding a pink phone that I could not use for my business. So I left and went back home and proceeded to try to get in touch with Asurion which failed as I was put on hold for hours only to be hung up on. This went on a few more times and as well into the next day with no success.
I then decided to go to the local store and try to get this resolved, The store rep was quickly updated and saw the notes provided on my account and immediately began to attempt to fix the e-sim issue which I had told him that it was tried with 4 different agents but he was determined. After about an hour of this I finally told him if we could just replace the phone I am sure it would fix the problem because obviously the phone is the issue as he confirmed the issue was not on the Verizon side . He then attempted to call Asurion as I was not able to get a hold of them for two days after being hung up on continuously. He looked at me funny when I told him this as If maybe I was exaggerating. He soon found out that I wasn't as an hr had gone by while sitting on hold to only be hung up on. He then tried again and another 45mins had passed.
At this point I asked him what could be done as I needed my business line, he replied there wasn't much he could do I would just have to find a way to get in touch with Asurion. I at this point said no that is not good enough, I am paying for something I cant use and someone needs to fix that. He replied " I know but I am not sure what I can do to fix this". The phone is obviously defective so I asked to speak to his manager so not to get him in trouble but in hopes to escalate the situation to someone who could maybe do more than what was happening. He kindly agreed and brought over his manager.
At this point, she was updated on the situation and what I had been going through and how I had been treated through all this from being told I should be happy with a phone I got and paid for to being lied to about a free phone only to waste my time, She then proceeded to do what everyone else had done and try to resolve the issue with the e-sim. After about another hr of this she realized nothing was working and then proceeded to tell me there was nothing she can do for me. Though they confirmed that there was a remap issue with the phone but said it needed to be replaced.
At this point I was done being nice, I basically told her I am not gonna be pushed away and passed along without this being resolved, She became a bit bothered with my tone at this point but I told her I needed this fixed asap and someone in this store is going to find the resolution to this or I am just gonna have to go to another carrier, her response was. "That's fine but you will be paying for the phone in full would you like to do that now?"
Her rep intervened at this point and suggested calling Asurion again, but the number she kept calling kept sending her to Verizon and not Asurion. and we spent the next hour and a half waiting to be transferred. She even called the brick and mortar store for Asurion to which they basically told her to **bleep** off. I can see the frustration building inside her.
After another hour of this I decided to leave because it was apparent that this manager was about competent as Asurion at this point As she insisted there wasn't anything she could do but try to talk to them. I asked her what can be done at this point, her answer was to contact the Customer retention dept and make a complaint, and maybe they can do something about it. So I left at this point. So you all have a better idea on how long I was in this store trying to get this resolved to which resulted in no progress to this issue, I entered the store around 11am and walked out around 3pm , almost 4+ hrs in this store, no resolve just more attitude and waste of time.
I decided to take her suggestion and called in Verizon the next day and spoke to another rep, explained my situation. He of course wanted to fix the issues and ignored all that I had told him in attempting to resolve the e-sim issue. So I let him go through the process....two hours of this btw.... and same conclusion is that the phone itself was defective and needed to be replaced, never mind that it was a pink phone to begin with...I then explained to him that My business line needed to be reinstated and I was losing out on business everyday it was down. I asked him to send me to the retention line and if nothing is going to be done about this I was going to end my service of 4 lines and phones and go elsewhere (mind you I have been a customer for over 15 yrs at this point) and this isn't the first time I have had issue with Verizon not taking responsibility for their mistakes, but this bar far has been the worst experience I have ever had to deal with them on.
Instead he decided he would try to call Asurion directly and failed initially, so he contacted his tier 2 techs and they were able to get in touch with them. To which I was finally able to talk to an Asurion agent. Success, the lady created a new claim and even attend to the issue of been charged $279.00 for a deductible that was supposed to be $99.00.
I was happy at this point cause The nightmare of this was over and I would have my new phone the next day.....or so I thought. I never received the confirmation , rather when i checked my email I noticed there were 15 emails from Asurion asking me to verify my info, looking at these most every email from them had a different claim number asking me to provide information that i had already provided.
So, I called and was informed that there was no issue and that I would be getting a confirmation shortly. Skeptical I questioned the lady with the bubbly persona and said Please make sure and she placed me on hold. When she came back she went into a spew of words in explaining how I will need to sign up for there service to cover my appliances and electronics. After I realized what she was jabbering about I asked her what about my phone? will it be delivered tomorrow and she said Yes and went back into trying to sell me Asurion insurance.... You got to be kidding me right? First Verizon tries to trick me into upgrading and paying for two phones now Asurion trying to get more money out of me.... Unbelievable.
So its now 2 days later and no phone... I called Asurion and spoke to three different reps. And was explained that I was misinformed, that the claims where put in improperly and due to that I now need to send in MY half working phone to get a new one. Which means I will not just be without my business line for another week but now my personal line as well. And If I want a refund I have to do it this way because its their protocol. Are you serious right now?! When I explained how I been run around and I cannot be on hold for another week. I was met with "We understand, but sorry you have no choice, maybe Verizon can give you a loaner until then?" So let me get this straight:
You over charged me initially, You sent me a defective phone and lied about the color. I was misled by your reps and due to them not properly inputting the claims to meet you protocol standards which now is somehow my fault after I had followed your instructions I am now being punished and instead of replacing the defective phone you had sent, I now need to send you this phone back before you send out a non defective phone. On top of that, If I don't send back the working phone I have first then I will not get back my refund for being over charged, and If i send the original broken phone I will not get a replacement for the defective phone you have sent me.
So my only option is to send back the defective phone you sent that is semi working first putting me out of a phone during this time. Then once that is received I will then receive refund of $279.00 which will take 7-10 days to reach my bank. Afterward I then need to contact you and resubmit the new claim for the original damaged phone to which you will then send out a replacement after I pay the $100 for which will then be here within a day after once it is approved. IF Approved
This will put me without a working phone for almost 2 weeks at this point...
After fighting with these people to make sense of this , I have come to the realization that Verizon nor Asurion will take responsibility. Here are the facts:
I pay Verizon monthly for insurance. They have chosen Asurion for there RMA program , I am forced to use them for a replacement, But when things go sideways they Point the finger at Asurion. Asurion knows that Verizon will not interfere and therefore can make things difficult if they choose to do so and have no repercussions for their actions.
I have contacted both parties and neither have pushed a resolve for this without me paying for it in more ways than one, I am losing revenue at this point, and have lost a significant amount in only 8 days.
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-Natasha
