[Nexus One General] Teidullie:
Oh man where do I start, I'm sure you all know that our power buttons have a very short life span on them well mine just kicked the bucket. No worries I say to myself I have insurance with Asurion, but look what I am having to go through. I tried to file a claim and it was denied because of 3 different reasons 1st, wrong type of claim 2nd, no coverage and 3rd, some one called in to Asurion and posed as me and filed a claim as a lost/stolen device and Asurion replaced it for this mystery person. Now I could take care of the first 2 reasons and have done so but I'm still trying to get a clear answer on the third reason. These are emails with a person who has Asurions office of the CEO in the signature so its not just a supervisor I think I'm a bit above that now but take a look you wont believe it!

First complaint to them

I called Asurion and tried to make an insurance claim as the power button on my phone is malfunctioning & I was informed that they could not submit the claim as the phone was reported "stolen". I did not make this claim & when I asked for further detail about the claim I was informed that no further information could be given unless subpoenaed by a lawyer. As a customer I have a right to get a copy of the claim made on my account. I need Asurion to prove that the replacement phone was sent to the address on my Asurion or Team Mobil application otherwise legal action will be pursued . I am disappointed at the way this issue has been handled. Please advise as to when I can expect a copy of the claim.

Response

I am with Asurion’s Office of the CEO. I received the feedback email you sent. First, I’d like to thank you for sending your comments in regard to personal information.

I apologize for the inconvenience that this has caused. The agent who advised of the information is correct. Being that these are legal documents, to received detailed claim information or copies of the claims, you must subpoena this information. You are correct in your statement regarding being a customer, you have the right to this information, it's just that in order to obtain this information, that is the process.

I can advise you that none of the claims attempted have been completed. Unfortunately, the person who made these attempts gave your name so there isn't another name listed.

The address where you can send the information is as follows:

P.O. Box 110656

Nashville, TN 37013

This will need to be put this to the attention of the legal department.

Please let me know if you have any questions

Me back to them now

I understand everything you have told me but the last bit of you're statement. You said that none of these claims have been completed. By that do you mean none of the claims I have tried to file recently? Or the claim that was filed in June 2010 for a missing phone? If you mean the claim for a missing phone was never completed then why can't I file a claim on my phone now?

Response

When I say none of the claims filed have been completed, that is in reference the initial issue of the fraudulent claims attempted in which you are trying to gain information. If the phone you received from Asurion is malfunctioning, you carrier now holds the warranty on their equipment. You will need to contact them for assistance to get another replacement device.

Please let me know if you have any questions.

Me back to them now

Thank you for responding so quickly. I have to admit now I am truly confused, you are stating in the 2 previous emails sent to me that the claim I am trying to gain information about has never been completed. If that is true then why am I unable to submit a claim now? Previously when I spoke with multiple representatives and supervisors for your company I was told that the claim I am trying to gain information on was accepted, completed, processed or whatever verbiage you all use, and a replacement phone was shipped out. Now I ask you again if this is not the case then why am I unable to file a claim currently?

The whole reason I am communicating with you now is because I was told by multiple representatives and supervisors for your company that the claim I am now trying to gain information on was processed as a legit claim and a replacement phone was shipped out. My questions for you at this point now is what is the status of this "mystery" claim? Has a replacement phone been shipped or not? If not why do your records show otherwise?

Response

The claim you referenced last year is valid. You advised that the phone you received is malfunctioning and that is why I referred you to your carrier. Malfunctions are covered under warranty however they are handled by T-Mobile. If you are asking questions about the claims mentioned in your first email where you advised those were not attempted by yourself, those claims have not been completed and nothing has been shipped. You requested to have detailed claim information and you were advised on how to obtain that.

There is no need to a new claim to be filed because if this is done so, there will be a deductible required. As I advised previously, if the phone is only malfunctioning, you can have that checked out and possibly replaced by T-Mobile.

So now it seems like nobody knows what the hell is going on so I sent one final email back and asked for the information to be told to me as a child so I could be 100% sure.

Last email to Asurion

That is how this whole issue was started. Yes, I did try to make my very first initial claim online as a malfunctioning phone and at that time my claim was rejected and I was given the instructions to contact my carrier T-mobile for further assistance. I contacted T-mobile and was informed that since I did not buy the phone from them directly I would have to contact Asurion to have the phone replaced using my insurance, the phone I have is an HTC Nexus One purchased directly from Google. I called Asurion again and spoke to a representative and explained the issues I was having with my phone. The rep told me I filed the claim wrong and it should be done as a damaged phone, she then started another claim and told me it will be reviewed and I would be contacted by phone or email with the outcome within 24hrs. I received no call or email and had to call in myself to speak with another rep who informed me that the claim was denied because I was not paying my monthly premiums and no longer covered with insurance, I contacted T-mobile again and confirmed I was in fact covered and should be able to file a claim. So I called Asurion again and spoke with a rep who verified that I am covered and that we would have to file another claim, the rep started the claim and told me that I would have to fill out an additional affidavit form. The form was sent to me via email and I faxed the form back the next day. I was told that upon receiving the form it would take 3 hours for review and I would be contacted afterwards by email or by phone, I never received a call or an email once again and had to call in to find out that my claim was denied again because somebody had filed a claim on my phone as a missing device and a replacement phone was sent out to this "mystery" person.

I pleaded with the rep there has to be something wrong here it is impossible for someone to have done this legitimately, the rep was incredibly rude and told me that there was nothing they can do and I would have to find other means of replacing the phone. I was then escalated to the supervisor and again coldly told the same thing by the supervisor. I was then escalated to the manager and got his voice mail, I left a message and was never called back or contacted in any way. At this point I was highly frustrated and called T-mobile again to see if they could do a 3 way call with the Asurion agent to get to the bottom of this. After an hour on the phone with both reps I accomplished nothing but hearing again that my claim was denied because somebody had filed a claim on my phone as a missing device and a replacement phone was sent out to this "mystery" person. This is when I decided to write my complaint and now I am trying to resolve this issue with you. You are now telling me that there has not been a claim filed on my phone for a missing device and a replacement device has not been shipped out.

So now that you have the whole story and know that almost every time I have spoken with someone there before you I have gotten different answers you have to forgive my hesitance. If you could just tell me like I am a child please.

1. If no claim has been filed on my phone as a missing device and a replacement device was not shipped, why were the reps so adamant in telling me otherwise?

2. Since you are telling me that this "mystery" claim was never completed and a replacement device was not shipped I am going to file another claim as a damaged phone can you ensure that it will be completed this time? (I am basing this question off the information given to me by you that the "mystery" claim was never completed)

3. Who would I have to contact about getting the deductible waved for what I have had to deal with? (I am also basing this question off the information given to me by you that the "mystery" claim was never completed)

So moral of the story is I'm not posting this for sympathy or empathy but to warn my fellow android and t-mobile customers is

GET INSURANCE THROUGH YOUR AUTO/HOME INSURANCE PROVIDER, STAY AWAY FROM ASURION(sorry for yelling again)