Asurion Rezound replacement problem, cannot contact ANYONE!

[emcsqrd]

If anyone has an answer to how to contact Asurion right away, I would love to know. I have an issue with the replacement Rezound (if that is what it is) that was sent to me after I had filed a claim for a broken screen on my (purchased new) current Rezound. This is the first ever replacement with Asurion I have made, and it is perhaps the worst experience ever!

I purchased a HTC Rezound from Verizon as my upgrade from an HTC Incredible. Worked well, no problems. Then, my two year old daughter grabs it from where I thought it was securely located and proceeds to drop it onto a stone tile floor. A web-like crack emanating from the upper right screen immediately was created, and voila! No longer usable. Arrggh!

Now, the issue is not that, but the replacement sent to me from Asurion. The device's rear casing does not wholly connect to the front casing, leaving the device easy to open. Said two year old could possibly start playing with the battery very easily! A hazard!

But that is not the worst of it, I cannot contact ANYONE in customer service to request a new device, or completely send them this faulty product back! I am ready to send every piece of equipment sent out and replace my cracked screen on my otherwise solid phone! It is not a matter of frauding the company, I am wholly of the opinion that I have been frauded! Of course there is no fining Asurion for this at all! But my customer service "experience" WOW! Talk about a nightmare!!!!!

I have tried contacting Asurion the day the phone was sent to my address, because I wanted to address this situation right away. The only information I could get from dialing the 888 number provided by the website was tracking information. There was no option to speak to customer service, no other option numbers to select.
So, I go through Verizon's 800 number to explain the situation, and ask them for my options. They said there was nothing they could do, after a very nice ear was lent to listen to the sordid situation, and transferred me to the 888 number again. I got a second option with that route, one that was to troubleshoot my device. But in order to troubleshoot my device, I have to call on a different phone number. Being that this is the sole device in my possession, barring calling straight from the computer, which I am going to attempt to accomplish now, my issue is not that of a technical nature! Dialing around the keypad actually causes the AI to discipline you. Pressing 0 does not send you to a customer service representative (aka live person) and if you press 0 too many times the AI will tell you that it will hang up on you if you insist on continuing to do so! erhm?!?!?! Wow.

So, I am trying to ask if there is ANYONE out there who has had to return the "replacement" device that was sent out by Asurion. How in the world did you speak to a "Customer Service Representative" (which they state on their website as an available course of action)? Or how was the issue resolved? This is my first day with the replacement device, and I have nine more days to do this before I turn in a GOOD phone for this piece of junk they sent me!

Oh, and I failed to mention, I understand these are refurbs. I even noticed it very well when seeing that there was a black (plastic) sealed over any information on the original device with a new sticker denoting that it was in fact a refurb. I have no problem with this, if it would have been tested and checked out before being sent out. OR if there was someone to talk to about it right away.

This is such a horrible solution, going through Asurion! The epitome of "There's a sucker born every minute"!!!!!!

Help, soon, would be greatly appreciated.

 

[acejavelin]

Ummm... I have dealt with Asurion several times, never had a problem contacting anyone 24/7. Your replacement should have come with instructions on activating the new phone, there is a number in there to call if you have any issues, 888-881-2622. They have always been very polite, prompt, and courteous and handled any issues I have had quickly.

As far as "refurbs" go, they have always been hit or miss, no matter if it is from Verizon, Asurion, or whoever, some are just better than others, my last "refurb" from Asurion had a bad proximity sensor (I filed a glass claim, similar to your situation), so I called and they had a NEW, sealed in the box with all accessories including Beats headphones, phone here the next day.

 

[skatergirl]

I have filed a few claims on my family plan with Asurion and my only issue was UPS losing my first replacement last year and delaying the process of getting the phone back in my hands. Not sure what to tell you, because I had to call them numerous times when UPS lost my phone and I was always able to get through.

Hope someone can help you out.

 

[MrSmith317]

My advice(not that it matters) is to head directly to a Verizon corporate store. Tell them your woes and get either Verizon to contact Asurion directly or replace the phone with one from their stock.

 

[emcsqrd]

To update, it was apparently a matter of attempting to contact customer service on the day the device was shipped. Contacting the 2622 number on the day the device is being shipped only offers one option in their automated answering service. It was very disconcerting. I do not understand the reasoning behind not offering any access to customer service even on the day of shipment. If there is a problem with the device, it can be assumed one would want to contact the company immediately. They also should offer hours of operation for speaking with any representative in the information on contacting customer service. I must assume also that the department in question closes at five p.m. CST. Either way, it was very difficult on day one.

Day two, today, is an entirely different matter. The automated system offered the option to reach a service representative, who assisted me with the issue right away. I was able to place the defective replacement device in the mail to send back to Asurion. While I would rather receive a factory new device as a replacement for that defective replacement, I was concerned that I would receive another refurb for whatever reason. I would love to keep my device and repair the cracked screen, but that is much harder to accomplish (as I have to find a repair shop, void the warranty, etc). When Asurion receives the device in the mail, they will refund my claim payment. Personally, IMHO, I don't like the idea of getting a refurb device for a brand new device because of a cracked screen. But, I can understand why it is done. Frustrating, though, that it cost more for the refurb before tax than the brand new phone. Brand new phone with tax ended out closer to $200, unfortunately. I hate CA tax!!!

I have a few questions/responses for you guys that responded, which I greatly appreciate.Thank you!:
@acejavelin: How did you file a glass claim? In the same manner? And did you have to pay another $99 (or so) for the second claim?

@mrsmith317: I contacted Verizon corporate twice about the issue, and both times it was just something they had to refer to Asurion. Verizon corporate could only contact Asurion through the 2622 number also. I am not certain how helpful the Verizon store would have been in this issue, as the majority of the time any issue is referred back to calling Verizon corporate or Asurion. However, I did not attempt that route, and perhaps should have. I wish I could "get Verizon to contact Asurion directly or rplace the phone with one from their stock," but I am wondering if they would charge me for that or not. I was trying to do everything "by the book," and I honestly do not know if I could get a new one or get stuck with another refurb or anything. Hearing of other's good fortune is one thing, actually experiencing it is another. Plus, I am not trying to "fraud" the company (which is what possibly happens in other cases - I am definately not saying you did, either to let you know, please don't misunderstand), but I would like to get a new device for the money I am giving to them and for all this hassle.

All that said, yesterday, I had sent a few choice emails off to techincal support and one that was labeled "Feedback for our CEO." A person from the office of the CEO returned my phone call (unfortunately I was in a meeting that ran over schedule) promptly after 10 a.m. PST. I called back around 11 a.m. PST (2 p.m. CST) but I got a voicemail. I am hoping to inquire about the automated answering system, mainly. I understand about the hit-or-miss with refurbs, and I was not as upset with that (though it was frustrating). I will find out what resolution can come of this, but I strongly doubt I could talk to them about a brand new device. That would be nice. *sigh.*

Thank you again for your responses. We will see what happens now. I especially need to see if there is an option in any store to replace a cracked screen for the Rezound I kept (my original, of course). I don't really want to go that route, but I prefer it if I am to get another refurb from Asurion. This is all very frustrating. Perhaps I should have held out and asked for a replacement device, I don't know. But I am not wanting to be considered as "frauding" the company, either. Ugh. What to do?

Well, again, thank you all.

 

[dpham00]

Don't just call Verizon corporate, go to a physical store. Mention your woes over and over in a firm and loud voice so that other customers can hear. Go during a peak time. Verizon corporate stores can do it, but they are reluctant to. Though, make a scene and they would rather do it than lose other potential customers..

 

[MrSmith317]

@mrsmith317: I contacted Verizon corporate twice about the issue, and both times it was just something they had to refer to Asurion. Verizon corporate could only contact Asurion through the 2622 number also. I am not certain how helpful the Verizon store would have been in this issue, as the majority of the time any issue is referred back to calling Verizon corporate or Asurion. However, I did not attempt that route, and perhaps should have. I wish I could "get Verizon to contact Asurion directly or rplace the phone with one from their stock," but I am wondering if they would charge me for that or not. I was trying to do everything "by the book," and I honestly do not know if I could get a new one or get stuck with another refurb or anything. Hearing of other's good fortune is one thing, actually experiencing it is another. Plus, I am not trying to "fraud" the company (which is what possibly happens in other cases - I am definately not saying you did, either to let you know, please don't misunderstand), but I would like to get a new device for the money I am giving to them and for all this hassle.

Honestly, Verizon corporate stores are much easier to deal with because you have a live person in front of you rather than sitting comfortably and anonymously in a call center. They're also (for the most part) painfully aware that their lack of action can cause people to leave Verizon and that would look negatively on their store. They will for the most part bend over backward to try to get you up and running. It also helps in a backhanded way by showing Verizon how inept Asurion really is. When they have numbers to qualify how unsatisfied a large number of people are with Asurion's service, they can (and hopefully will someday) choose another certified/approved insurance carrier.

 

[Jude526]

Don't just call Verizon corporate, go to a physical store. Mention your woes over and over in a firm and loud voice so that other customers can hear. Go during a peak time. Verizon corporate stores can do it, but they are reluctant to. Though, make a scene and they would rather do it than lose other potential customers..

Your advice is immature. Why create an uncomfortable and embarrassing situation? Just be professional and polite

Sent from my ADR6425LVW using Android Central Forums

 

[dpham00]

Your advice is immature. Why create an uncomfortable and embarrassing situation? Just be professional and polite

Sent from my ADR6425LVW using Android Central Forums

Unfortunately, sometimes that doesn't work. I know from personal experience. I never said to be mean, just to be firm and loud enough that others can hear, but not yelling or anything. I always try the normal approach way first of course.

Sent from my SCH-I535 using Android Central Forums

 

[mosman22]

The Verizon store does absolutely nothing. All they do is dial the same phone # number u can use at home. Verizon and ausrion are 2 seperate companies.

I know this from experience when my screen on my rezound cracked I went to the corporate store and waited for 45 min. All the lady did was dial the 1888 # AMD put me on the phone with ausrion. The only reason going to the copotare store wld make sense is warranty claim with Verizon.

I went through this proscess and managed to get a new rezound complete w beats earbuds, in the original box last week. Ausrion will almost always send a refurb on the first claim.

In order to get a new one you need to identity a problem with the refurb they sent you. In my case the speaker snded a little blown out, not horribly but enough it was noticeable. I also said the proximity sensor was finicky.

I was very polite and calm but expressed concern about being sent another refurb and experiencing the same problems. I asked if there was anyway I cld get a new resound replacement.

The csr used all her skills to try and steer me away from my question but I politely peresisted. She said no new ones were avaiIible, so I asked cld wait till they were.

5 days later I got my new rezound. As an added bonus aurion asks u not to send any chargers, batteries or sdcards. So for the $99 I spent on deductible I got new rezound w headphones and basically 2 extra batteries, 2 extra chargers, and 2 more micro ad cards