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Beware When Insuring Cell Phone
Posted by on
Beware of Assurion - I think all cell companies use them for cell insurance. My step daughter had a phone replaced with this insurance company after she dropped her phone in Alfredo sauce at work. The claim cost $40, more than what the phone even cost. She received a new phone that was defective. We called about it after it stopped working about a week two at the most after receiving it. They had no problem saying they were going to replace it but what we got was just a battery. So I called and they wanted some information from the inside back of the phone where the battery is located. As I was taking the back off to remove the battery, the phone separated into pieces and the representative had the nerve to tell me that there was noting they could do for me because I HAD JUST PHYSICALLY DESTRUCTED THE PHONE. What a joke. All I was trying to do is take the back off to remove the battery and it came apart, why is that my fault? So I snapped the pieces back together, sent the phone back because now they had to inspect the phone to asses the damage I had done (haha) I packed the phone like I was sending the hope diamond to the pope and when they received it, I was told that it was in pieces. Imagine that, as if I didn't know that was going to happen. So no we have to file a whole new claim and pay another $40 fee to get a $10 phone. Not to mention the monthly fee that is charged so now how much money have they collected? This company has done nothing but collect money, and sends out defective refurbished equipment to replace what is being claimed.

Just a circle of broken merchandise being sent around from one person to the next. It is worth taking the risk without the insurance, especially the way this company puts the blame on everyone else but themselves. BEWARE!!!!
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Awful Customer Service
Posted by on
To whom this may concern at Verizon and Assurion

Let me start out first by saying that when calling asurion and Verizon, the people I spoke with were very nice and pleasant. With that being said, I've never been more frustrated.

Let me give you a little bit of backround. Since 2000, I've been your customer. The phone has been in my name since 2004. All of my friends, family, and coworkers at the Merrill Lynch corporate campus are your customers.

I've had issues with my phone, for the past eleven months. I assure you that I do not abuse, drop or get my phone wet. The screen has been freezing and the phone has been floppy (there is no resistance when I open the phone, and I have to hold the top up when I speak). Upon opening my phone today, the top half of my phone just disconnected from the bottom. At the Verizon store, they said that this problem is common with my LG phone.

So we've established that my phone just had physical and mechanical problems from the start. I go in the Verizon store, the friendly attendant called the hotline for me to see if I can get my upgrade early. They said that I would be eligible to get my upgrade early, however I do have insurance. If I didn't have the insurance (that I've been paying $6 a month for 8 years), they would have allowed me to sign a new agreement and upgrade the account. For some reason, you people punish people for carrying the insurance. Now I have to pay a $50 deductible, and I will not be able to contact my customers until Friday.

This is awful business. The phone was never right in the first place and now I'm paying for it. Be assured that I am telling all of my family members, friends and coworkers about my experience. I am going to urge everyone to switch companies. Assurion was absolutely no help, including the supervisor I spoke with. Be assured that I am going to try to get as many people to switch companies as I possibly can.

Thank you,
A future cingular customer
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Posted by on
I think that this insurance company is messed up. They tell me that my phone has water damage without even seeing it. My phone goes nowhere near water. From the minute I got this insurance phone it never worked as well as my first phone. I couldn't even charge it with the wall charger. I had to go out and buy a car charger. Then, I couldn't even make a phone call without it going into digital service mode. Nice re-manufactured phone. On top of that, when I do plug it into the wall charger, it goes into car kit mode. I don't even own a car kit or bluetooth, so how are you going to blame that on me?? I think that its your testers just looking to get paid without doing their jobs like they are supposed to. I pay money every month for their services and they treat me like crap. This is not fair to the consumer and as an insurance company of this magnitude they should care about the consumer, but they don't.

They are some of the rudest customer service reps that I personally have ever talked to.
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User Replies:
CrazyRedHead on 07/07/2007:
From what you are describing, it sounds as though you are having software problem. There is usually a strip on the back of the phone, under the battery, that indicates water damage. You don't have to drop the phone in water to sustain water/liquid/moisture damage. The insurance company doesn't have testers, they just send the phone out in the box, just like the manufactures do.
Mj23jose on 07/07/2007:
If the phone is having software problems, why should I be responsible for it?? I now have to pay Fifty Dollars for another phone because the phone malfunctioned. I do nothing to this phone, I practically baby it. Well why doesn't the insurance company have testers? If they are remanufactured it, how do they know it works properly? Obviously they don't.
CrazyRedHead on 07/08/2007:
The only testers of the phone are the manufacture and even they don't test the phone. They leave the testing up to the customer. I have never heard of having to pay another deductible to exchange a defective phone for another through insurance. When I worked for Cingular, you only paid the deductible once, and as long as it was still within 30 days, you could exchange it at no charge through insurance. Were you out of 30 days from when you got the original through insurance? You also may want to check into how many insurance claims you can do in a year before they cancel your insurance. When I was with Cingular, the insurance company would only cover two claims before they canceled it.
Mj23jose on 07/08/2007:
I have only had this replaced insurance phone for 3 months and from the moment I got it, it was defective.I called them and stopped at the Verizon Wireless place where you take the phone if you have problems with them. They had assured me that there was nothing wrong with it and there was nothing that they could do about it. That is why I'm so angry. So now, finally 3 months down the road, the phone finally gave up. I'm so frustrated with this.
skutch on 07/26/2007:
Sales people are worse than used car salesmen.

February went into replace phone, it was under warranty and we paid insurance. They gave us a replacement phone that we had to pay a $50.00 deductible for even though we had insurance. A week later that crappy refurbished phone went out. Daughter took phone for new replacement, salesman said no problem.

Three months later no phone still. Husband and daughter went into Kiosk where they had purchased phone to report problem. They were told no such record.

Start all over again so husband took phone in and they said no can do, they blew him off. Then I went in there and I was really mad and I was loud and swore causing quite a scene. I had spent about 30 hours with Verizon Wireless customer service to try to resolve this. They looked at my phone and said water damage, then I really got loud because I knew they were lying. I was so hot I even cut in front of customer's. Despite all my complaining they blew me off. Manager finally said if he had the same phone he would just give it to me. I asked for a similar phone and he said it was against policy. Yeah right. He told me to go to another store and try to get a replacement. Called other stores and they said no way!

Here's the deal, don't waste your money on insurance, know that warranty means nothing and those booths at the malls are rip off artists.

I again called customer service and they just about blew me off and acted as though I was lying. However, they are sending the exact replacement refurbished phone. I have to send in old phone and if it shows water damage we have to pay for it. What is going on with that company.
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12 month warranty on product all a lie
Posted by on
TENNESSEE -- Our juicy cotour sidekick is only 6 months old.One of the letters on the keypad popped off,they say the keypad is not covered by the warranty;recently the phone would not work only workes in speaker mode ,called to get that fixed they said; send it we will replace it ,or we also have a repair and return policy on your product .well they received the sidekick and called and said that because the letter on the keypad fell off it voided the warranty.If the keypad is not in the warranty why won't they fix the problem with the phone itself its all a lie they say the keypad is not covered well then fix the other issue with the phone .that should be fixed.I want the phone fixed I am not asking for a new phone what does that repair and return policy for anyway .they are a bunch of liars and thieves at that company....look out these companies are full of bull."warranty" what the hell do they give us a warranty for??????
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Doc J on 05/25/2006:
Provided the speaker malfunction is not related to the non-covered keypad, I fail to see why the phone wasn't repaired (excepting the keypad, unless you paid for the repair). If you consulted them about the keypad (not covered) and then about the speaker-function, it seems they could have told you, before shipping the phone, that the speaker issue would not be covered either. As a result, you're out a phone and postage. As written, I understand your unhappiness.
CrazyRedHead on 05/25/2006:
I understand you frustration. I encountered these problems when I worked for warranty and exchange dept for 5+ years. Regardless of when the speaker went out the keypad voided the warranty, and once the warranty is voided there is nothing else that can be done. Try reading the warranty in the back of the owners manual, it will tell you what is and isn't covered under warranty. They don't know if the speaker went out after the keypad lost a key. For all they know, the phone could have been dropped causing the key to fall out and then damaged something inside of the phone, causing the speaker to malfunction. They have heard every story in the book. I'm not saying you, but in my experiences, customers will lie about anything to get there equipment fixed and they have been burned. You would be stunned at the condition of some of these phones when they are received for repair. Thank your fellow man for ruining it for everyone else.
CrazyRedHead on 05/25/2006:
Also, that is why it is called a '12-month limited warranty'.
anonymous_slacker on 11/07/2006:
Doc J - the Sidekick does not have a non-covered keypad...?
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