Asurion; UPS ... UGH!

[skatergirl]

Well, Asurion has proven to be just one more company with horrible customer service.

I filed my claim on Sunday for my damaged phone. The phone was sent out next day air on Monday. I was supposed to receive my package by Tuesday. UPS loses my package somewhere in between.

I call Asurion Tuesday night. They can't do anything until Wednesday morning. I call Wednesday morning. They can't do anything until Wednesday night. I call Wednesday night, they can't do anything until Thursday morning ... This is of course when I about blew a gasket.

After finally getting advanced customer care on the line, another phone is being sent out tomorrow and I will have to wait until Friday for delivery. So, overnight delivery went from next day to nearly next week. Ridiculous!

Bottom line is that this is the fault of USP, however, Asurion should have shipped out another phone Wednesday morning, no questions asked, and then went after UPS for the loss of the package. Asurion hired UPS, not me, but I am the one who is paying the price for its inept service.

It is sad that these companies have forgotten who the customers are and who pays their bills. Asurion has gotten my money every month for the past six years and it got my $100 in seconds after filing my claim.

Anyway, just wanted to vent. If you have to file a claim with Asurion, just keep your fingers crossed that UPS doesn't lose your package. You could end up waiting weeks for your phone. And thank goodness my phone is still hanging in there. If not, my conversation with Asurion this evening would have been way beyond ugly.

 

[dpham00]

sorry to hear that. hopefully your replacement phone will be here tomorrow, not Friday.

I do know what you mean though, I bought my phone with free next day delivery...next day ended up being TEN days. This was through Costco though.

 

[skatergirl]

sorry to hear that. hopefully your replacement phone will be here tomorrow, not Friday.

I do know what you mean though, I bought my phone with free next day delivery...next day ended up being TEN days. This was through Costco though.

Ten days!! That's crazy.

 

[skatergirl]

An old article, but it doesn't look like much has changed.

Do you need cell insurance? - Business - Consumer news - ConsumerMan - msnbc.com

 

[Jamesy628]

I'm sorry to hear you are having so much trouble. I actually just smashed my phone screen late last night. Filed the claim and had a new Rezound by 7 pm today. Wasn't terrible but I am nervous I gave to return the old broken phone and there isn't any way to track if they receive it or not.

 

[sw33tooth]

Well, you did drop it in a toilet. Just be thankful you are getting a new phone and not having to spend 600 bucks on a new one.

 

[skatergirl]

Well, you did drop it in a toilet. Just be thankful you are getting a new phone and not having to spend 600 bucks on a new one.

Ah yeah, I did drop in the toilet. And ah, yeah, I do pay my montly insurance payments and paid Asuroin $100 on the spot. I held up my end of the bargain, so what is your point?

 

[skatergirl]

I'm sorry to hear you are having so much trouble. I actually just smashed my phone screen late last night. Filed the claim and had a new Rezound by 7 pm today. Wasn't terrible but I am nervous I gave to return the old broken phone and there isn't any way to track if they receive it or not.

I am happy that you did not have problems with your delivery. That is great.

As for tracking, call Asurion and ask them what the tracking number was on the return slip they sent you.

 

[MrSmith317]

This makes me glad I've never had to use Asurion though I carry the insurance like a religious nut. Hopefully you get your replacement soon and never have to use the service again.

 

[skatergirl]

This makes me glad I've never had to use Asurion though I carry the insurance like a religious nut. Hopefully you get your replacement soon and never have to use the service again.

Thank you! I hope you never have to use it either!

 

[xxfallacyxx]

Weird, I've used Asurion a few times without issue, and IIRC I got the new phone before I had to ship out my old phone.

This was back in the day, 2007-2008 and I had an old LG Envy, which decided it was done with life. I called up Asurion and paid the $100, and they kindly mailed me a brand new not-released yet Envy Touch next day delivery.

I don't know if anyone had the Envy line of phones, but they had so many issues. Long story short I returned 2 more of those Envy Touch phones through Asurion before I got one without issue, and I didn't have to pay the deductible for those times.

As for UPS, I've ALWAYS had better experiences with them than I do Fedex. I've really come to the decision that the regional branches of these carrier services vary GREATLY in terms of service. My local fedex once decided that a $20 item I ordered required a signature in order for me to get it, despite my instructing the shipper and the shipper instructing fedex that no signature was required (verified via the shipper's receipt) yet somehow it got entered in the fedex computer systems that a sig was needed, and fedex customer service was useless about it, I either had to take a day off of work and wait for the fedex truck to show up some time during the day, or wait until it was held at the local fedex depot which happens to be an hour away from me, and pick it up there.

Sorry, rant. In the end, I hope your next experience is a better one.

 

[leroybrute]

So did you get it yet? On part of UPS I would make the UPS person do a dance or something for ya! lol

 

[skatergirl]

Weird, I've used Asurion a few times without issue, and IIRC I got the new phone before I had to ship out my old phone.

This was back in the day, 2007-2008 and I had an old LG Envy, which decided it was done with life. I called up Asurion and paid the $100, and they kindly mailed me a brand new not-released yet Envy Touch next day delivery.

I don't know if anyone had the Envy line of phones, but they had so many issues. Long story short I returned 2 more of those Envy Touch phones through Asurion before I got one without issue, and I didn't have to pay the deductible for those times.

As for UPS, I've ALWAYS had better experiences with them than I do Fedex. I've really come to the decision that the regional branches of these carrier services vary GREATLY in terms of service. My local fedex once decided that a $20 item I ordered required a signature in order for me to get it, despite my instructing the shipper and the shipper instructing fedex that no signature was required (verified via the shipper's receipt) yet somehow it got entered in the fedex computer systems that a sig was needed, and fedex customer service was useless about it, I either had to take a day off of work and wait for the fedex truck to show up some time during the day, or wait until it was held at the local fedex depot which happens to be an hour away from me, and pick it up there.

Sorry, rant. In the end, I hope your next experience is a better one.

Yeah, I wouldn't have had this problem if not for USP and then Asurion not acting quicker. Glad you have had good luck!

 

[skatergirl]

So did you get it yet? On part of UPS I would make the UPS person do a dance or something for ya! lol

Yes, UPS really needs to do a dance.

No, the first phone was never found.

The second phone is due tomorrow.

 

[kgirl808]

Lol it would be funny if both phones showed up @ your doorstep. From what I can remember a couple of years back when I had to use my insurance to get another phone Asurion had the package delivered w/o signature so I wouldn't be surprised if UPS delivered it to the wrong house. FEDEX did that to someone who lived several streets down and delivered the item to my house instead. Being the nice person that I am, I contacted FEDEX on the driver's error and the package was picked up the next day.

 

[pheatton]

Well UPS did loose it and not Asurion, cant blame them for loosing the phone....

Sucks though....

 

[skatergirl]

Well UPS did loose it and not Asurion, cant blame them for loosing the phone....

Sucks though....

It does suck and I can blame Asurion as well as UPS because I have done ALL the leg work and I am the one who tracked down the UPS dispatch number and the one who has made all the phone calls.

If it were up to the Asurion reps, they would not send me out another phone until UPS had it in its system that the package was lost. Asurion is responsible for making sure I have a phone immediately, as that is the service I pay for and had I not gone part postal, I would still be sitting here wondering when the heck I was going to get a phone.

 

[skatergirl]

Lol it would be funny if both phones showed up @ your doorstep. From what I can remember a couple of years back when I had to use my insurance to get another phone Asurion had the package delivered w/o signature so I wouldn't be surprised if UPS delivered it to the wrong house. FEDEX did that to someone who lived several streets down and delivered the item to my house instead. Being the nice person that I am, I contacted FEDEX on the driver's error and the package was picked up the next day.

Yes, that would be funny if both packages showed up the same day.

 

[dpham00]

I have had cell phone service for over 10 years, never ever had to get a phone go bad outside of warranty on any of my 4 lines. I did have insurance for a while buy canceled it long ago. I figured, if I had a phone died that wasn't warrantied, i could always call Verizon to get a cpo. Of course, probably would cost more than the subsidized price, but cheaper than retail. Even not, I could push one of the upgrades from the other lines. WORSE case, I pay full retail, it would still be cheaper than the insurance premium and deductible, assuming you only have a failure once in a great while. Of course, if you are accident prone, then insurance may be worth it.

 

[skatergirl]

I have had cell phone service for over 10 years, never ever had to get a phone go bad outside of warranty on any of my 4 lines. I did have insurance for a while buy canceled it long ago. I figured, if I had a phone died that wasn't warrantied, i could always call Verizon to get a cpo. Of course, probably would cost more than the subsidized price, but cheaper than retail. Even not, I could push one of the upgrades from the other lines. WORSE case, I pay full retail, it would still be cheaper than the insurance premium and deductible, assuming you only have a failure once in a great while. Of course, if you are accident prone, then insurance may be worth it.

I am rethinking the insurance.