Turbo VS. Water = Need Insurance Feedback

[Eclipse2K]

One thing to point out is that (unless something changed since the last time I was covered) assurion only allows two replacements and then they will no longer insure you, at least until you get another phone. I wouldn't be too careless.

Two replacements in a 12 month period. So if you claim today you can only make one more claim until February 15th, 2016. You can only add insurance back during open enrollment or with a new device (after the year passes I believe).

 

[MA2GA28]

I typically keep insurance on for the first year, then cancel it. At that point, the deductible basically covers the cost of an off-the-street used device. Just covers one's posterior during the 'new' period.

 

[Asurioncares]

Hi Ka1OTE,

We're happy to hear that you are considering allowing us to help you get reconnected again! Just to cover some of your questions. We use both new and certified-like-new devices depending on availability. The accessories we send out with our replacement devices are standard, not device specific. If requested a new SIM card will also be sent with the phone but you are welcomed to use your current one in the replacement phone. When returning the device, we only need the phone itself. You can keep all the accessories. In addition, once you activate the device all the information (ie the IMEI/ ESN#) will automatically update on your Verizon account.

For more information on your coverage and deductible we invite you to visit Welcome to Phoneclaim.com. If you have any other questions, please let us know. We'd be happy to answer!

 

[KA1OTE]

Hi Ka1OTE,

We're happy to hear that you are considering allowing us to help you get reconnected again! Just to cover some of your questions. We use both new and certified-like-new devices depending on availability. The accessories we send out with our replacement devices are standard, not device specific. If requested a new SIM card will also be sent with the phone but you are welcomed to use your current one in the replacement phone. When returning the device, we only need the phone itself. You can keep all the accessories. In addition, once you activate the device all the information (ie the IMEI/ ESN#) will automatically update on your Verizon account.

For more information on your coverage and deductible we invite you to visit Welcome to Phoneclaim.com. If you have any other questions, please let us know. We'd be happy to answer!

I appreciate you replying to my thread. I was waiting for FedEx to deliver my new Turbo today as the tracking number sent to me by Asurion displayed the estimated delivery date as Tuesday, Feb 17th. Alas, it did not come. The FedEx tracking history has the phone being picked up in MURFREESBORO, TN Sunday, Feb 15 @ 10:46am -- Shipping info sent to FedEx Monday, Feb 16 @ 1:50am -- and it finally updated just an hour ago stating -- Arrived at FedEx location in MEMPHIS, TN Tuesday, Feb 17 @7:05pm. Now, there is no ETA displayed. I am so very confused as to when I am to expect my phone to arrive. The method of shipping is listed as "FedEx Priority Overnight" but I am beginning to doubt what exactly that means. I am aware that Monday, Feb 16 was a holiday. However, FedEx AND Asurion pages both claimed my phone was to be delivered Tuesday, Feb 17.

I attempted to use the Contact Us page on Asurion's website and yet.. another obstacle. I was given a pop-up window telling me to call an 800 number to speak with a customer service rep. I HAVE NO PHONE! How about offering a chat option? Or providing an email address? I have no other phone (no, not even a landline) so I find the offer of calling for customer support somewhat laughable, to be honest.

So, here I sit. Perhaps my phone will arrive tomorrow? I'm about to start taking wagers....

 

[Eclipse2K]

I appreciate you replying to my thread. I was waiting for FedEx to deliver my new Turbo today as the tracking number sent to me by Asurion displayed the estimated delivery date as Tuesday, Feb 17th. Alas, it did not come. The FedEx tracking history has the phone being picked up in MURFREESBORO, TN Sunday, Feb 15 @ 10:46am -- Shipping info sent to FedEx Monday, Feb 16 @ 1:50am -- and it finally updated just an hour ago stating -- Arrived at FedEx location in MEMPHIS, TN Tuesday, Feb 17 @7:05pm. Now, there is no ETA displayed. I am so very confused as to when I am to expect my phone to arrive. The method of shipping is listed as "FedEx Priority Overnight" but I am beginning to doubt what exactly that means. I am aware that Monday, Feb 16 was a holiday. However, FedEx AND Asurion pages both claimed my phone was to be delivered Tuesday, Feb 17.

I attempted to use the Contact Us page on Asurion's website and yet.. another obstacle. I was given a pop-up window telling me to call an 800 number to speak with a customer service rep. I HAVE NO PHONE! How about offering a chat option? Or providing an email address? I have no other phone (no, not even a landline) so I find the offer of calling for customer support somewhat laughable, to be honest.

So, here I sit. Perhaps my phone will arrive tomorrow? I'm about to start taking wagers....

FedEX recognizes but does not observe Presidents Day so the holiday wouldn't be it. Did weather anywhere between you and the warehouse cause an obstacle is the real question

 

[this_is_nascar]

There have been weather related issues for the last few days, all up and down the east coast.

 

[KA1OTE]

FedEX recognizes but does not observe Presidents Day so the holiday wouldn't be it. Did weather anywhere between you and the warehouse cause an obstacle is the real question

I track shipments (USPS, UPS and FedEx) on a weekly basis and am familiar with their layouts and methods and also their occasional messages regarding delays due to weather. The phone is being shipped from TN and delivered south of SLC in central Utah. At no time, since the phone was picked up on Sunday, has there been any weather related delay mentioned on the FedEx website.

 

[Asurioncares]

KA1OTE,

Due to the severe weather in the area of our warehouse we are currently experiencing some shipping delays. You can keep up with the status of your claim on Welcome to Phoneclaim.com. We truly appreciate your patience while we work to get you reconnected!

 

[I800C0LLECT]

I've almost always had problems with FedEx. Whenever I watch my items they seem to sit as long as possible at whatever depot processes the shipments. Then they're late as I always predict. This happened in Idaho and Virginia with multiple packages.

One time I almost had an all out fight with them for something I needed ASAP. The driver left a note requesting a specific delivery time. The next day can't and he ignored my request. I attempted to catch the package at their location almost two hours away only to find out that it wasn't there. Then they realized it was lost. I did this after they threatened returning the item to shipper. They called me back the next day... Drove again and it wasn't there. I ended up driving to two other locations, as directed, before I received it.

I've never had anything but problems with them and I refuse to use their services. Sorry I'm so negative. I really hope they follow through and get you that phone.

Posted via the Android Central App

 

[KA1OTE]

I've almost always had problems with FedEx. Whenever I watch my items they seem to sit as long as possible at whatever depot processes the shipments. Then they're late as I always predict. This happened in Idaho and Virginia with multiple packages.

One time I almost had an all out fight with them for something I needed ASAP. The driver left a note requesting a specific delivery time. The next day can't and he ignored my request. I attempted to catch the package at their location almost two hours away only to find out that it wasn't there. Then they realized it was lost. I did this after they threatened returning the item to shipper. They called me back the next day... Drove again and it wasn't there. I ended up driving to two other locations, as directed, before I received it.

I've never had anything but problems with them and I refuse to use their services. Sorry I'm so negative. I really hope they follow through and get you that phone.

Posted via the Android Central App

You're not being negative.. you're being realistic and that's what I need right now.

I just had to email my mother to have her text a client I have scheduled for a session today to remind her of her appointment. How terrible is that? Having to resort to using my mother as a middle man to communicate with my clients. Ugh.

Good news is FedEx tracking page has updated and the phone has arrived in the SLC sorting facility as of 9am this morning.

Bad news is there is still no ETA on delivery, which I find rather odd. Then again, I've never personally had a package shipped via FedEx Priority Overnight so I'm not sure what I expected. Perhaps that it would be delivered within 24 hours of being shipped/picked up? Serves me right for trying to interpret the definition of "Overnight".

Ah well. My client ended up needing to cancel so at least there's that silver lining. I can now remain home and (politely) direct all of these questions to Chris, my FedEx delivery guy. That is, if he shows up at all...

 

[KA1OTE]

KA1OTE,

Due to the severe weather in the area of our warehouse we are currently experiencing some shipping delays. You can keep up with the status of your claim on Welcome to Phoneclaim.com. We truly appreciate your patience while we work to get you reconnected!

Okay. I need a way to contact Asurion that does NOT require a phone. Live chat? Email? Something.
My replacement phone finally just arrived. It is a basic black kevlar.. not my Ballistic Nylon. None of my cases will work with this version.
I need to speak with Asurion, like, now to ensure I get a BN version out in the mail today for overnight delivery tomorrow.
PLEASE tell me of a method to contact a customer service rep now. Thank you.

 

[dungoyle]

Okay, Asurion, this is your time to shine. 1150 views of this thread so far. Step up to the plate and deliver some real customer service. You're going to come out of this as a hero or a zero depending on how you handle this fumble.

Good luck to you, KA1OTE.

 

[KA1OTE]

My claim was for the Droid Turbo 32GB Ballistic Nylon phone.
On the final pages of filing the claim, the phone make, model and size were all verified (XT1254BN).
I was sent XT1254 Black.
In order for me to have the correct phone shipped out today/tonight via FedEx overnight and delivered tomorrow, I need to speak with customer service very soon.
If anyone can assist me, I'd appreciate it immensely!

 

[Eclipse2K]

My claim was for the Droid Turbo 32GB Ballistic Nylon phone.
On the final pages of filing the claim, the phone make, model and size were all verified (XT1254BN).
I was sent XT1254 Black.
In order for me to have the correct phone shipped out today/tonight via FedEx overnight and delivered tomorrow, I need to speak with customer service very soon.
If anyone can assist me, I'd appreciate it immensely!

You can activate the phone if necessary and call them immediately! You'll more than likely only need to send back the phone anyways. This is their goof up so activate it and call them. Asurion doesn't search these forums constantly since its not their direct line.

There is no reason for that to happen. The phone is new enough that a comparable model shouldn't apply. They should be able to get you a 32GB BN phone.

 

[KA1OTE]

Okay, Asurion, this is your time to shine. 1150 views of this thread so far. Step up to the plate and deliver some real customer service. You're going to come out of this as a hero or a zero depending on how you handle this fumble.

Good luck to you, KA1OTE.

Thank you for the support. I have reached out to them on their Facebook page. Other than here and FB, I cannot think of any other way to reach them. I have to wait to see if I get a reply or an email address. Or I can call them, but not until my husband resurfaces from the mine and returns home, which will be late tonight. If that is the method I have to use, I can only hope he isn't delayed too long and my call doesn't come too late for the phone to be shipped and delivered to me tomorrow.

If Asurion would just put an email address on their website this would not be much of an ordeal. I cannot believe that I am the first person to have a cell phone claim and who does not have another phone (landlines are really becoming a thing of the past and I would think a company who deals with cell phones would realize that people like me need more than a phone number as a means to access assistance).

 

[KA1OTE]

Thanks to Eclipse2K's offered insight (thank you! I just wasn't thinking straight and didn't occur to me to use the phone lol) I inserted my SIM card into the kevlar phone and called Asurion.

I supposedly filed my claim for the wrong phone model. I find that hard to believe since on the final page of the online claim process had me review all of my entries and verify I was filing correctly. But whatever. They are sending me a new 32GB BN Turbo via FedEx Priority Overnight today (although she stated that it will not be delivered until Friday). I should have the shipping confirmation email with tracking number shortly. I explained to the rep that I had put my SIM card into the new (wrong) phone in order to call. She said it would be OK to use the wrong phone until the right (BN) phone arrives, but kindly asked that I perform a factory reset on the wrong phone before returning it.

Here's a problem I have with their return process. They provided a small, slightly padded (bubbles) envelope to return my defective/water-logged BN in. I don't have a problem with that since that phone doesn't work properly. I *DO* have a problem with them wanting me to take a perfectly beautiful (albeit, non-BN) Turbo and put it into an identical barely padded envelope to return back to them. They do not want the box, original documents or turbo charger back. They will not give me a shipping label to return the nice phone back to them in a more secure (boxed) method. Not sure how they can do this. The return labels are USPS and I'm not sure about anyone else, but I have seen some tormented USPS packages arrive on my doorstep which is why I am extremely leery on this return method and very surprised that they are not concerned in the slightest. I plan to take pictures of the wrong phone prior to shipping it back to them in order to cover my booty should it get beat up (surprise, surprise) by USPS during shipment.

All in all, things have turned out for the best for me. My BN Turbo was incapable of performing Moto Migrate with my (eventual) new replacement. Due to Asurion's mistake, I can now setup the wrong phone as my old one was and then use Moto Migrate - thus making the transition much smoother. And I suppose the 'gift' of another Moto turbo wall charger is a bonus as well. Although I am still stunned that they do not want all of that returned.

 

[Eclipse2K]

I understand your concern but since Asurion is an insurance company and the phone is now used it'll be a used or refurbished device. In saying that, you're safe and I've NEVER had a problem. I've sent devices back for speaker static (new but faulty) and never heard back.

 

[KA1OTE]

I understand your concern but since Asurion is an insurance company and the phone is now used it'll be a used or refurbished device. In saying that, you're safe and I've NEVER had a problem. I've sent devices back for speaker static (new but faulty) and never heard back.

Good to know. I was hoping you would chime in given your experiences with them. I appreciate the info. I guess I'll just slide it into the envelope and leave it in the hands of God (since USPS isn't high on my trustworthy list).

 

[Eclipse2K]

Good to know. I was hoping you would chime in given your experiences with them. I appreciate the info. I guess I'll just slide it into the envelope and leave it in the hands of God (since USPS isn't high on my trustworthy list).

Yeah, the USPS is only good for saying a package will be delivered one day and delaying it 5 days. Lol

 

[doogald]

Depending on the price of shipping, it may be that the number of units damaged when shipped in padded envelopes are a smaller loss than the shipping of a more protected box. I'm sure that Assurion is pretty smart about something like that (though, of course, almost every return is a damaged unit anyway...)