Asurion Refused to replace phone with comparable, sent broken replacement, lost returned phone internet – Dealing with the only claim we have ever filed has been a DISASTER from the start. My family and I have experienced the WORST customer service thatwe have ever seen. Here is a quick overview of what has so far occurred. 1. Started a claim and was told I would be given a sub-par phone, compared to current HTC phone. In fact, I was told I would pay over $100 to replace my HTC phone with something called a “devour” which was advertised for $39.99 on Verizon’s web page. After paying the insurancefor almost 2 years we would be paying over $220 for a $39.00 dollar phone??? 2. After having to call back the next day due to “computer problems” I was told that I now qualify for a Motorola Droid 1, which while obsolete, was at least comparable to the phone being replaced. Everything now seemed OK. 3. After calling back to confirm the order I was informed that I do nothave proper authority on the account and my Dad would have to call back. This was to protect our information. Why did your representatives let the process go so far without confirming account information on the first or even second calls? 4. After calling back again I was informed by a supervisor that she wasso sorry for our experience that she would be sending a BRAND NEW Droid1 and that she was sorry for our inconvenience. 5. I received my replacement phone in the mail and not only was it NOT anew phone, it was a DEFECTIVE refurbished phone that now needs to be replaced as well. 6. Once again I found myself calling the reps who apologized for my bad experience (again). 7. Received a new Droid1 that supposedly did not exist during my first call. 8. Went to Post office and personally handed both phones to postmaster to be mailed back. They were both in their “proper return envelopes” 9. Approximately 1 week later started receiving calls that the broken replacement phone sent to replace my broken phone was not received. 10. Called the company, once again, to ensure the second phone was received. The representative apologized for my bad experience and reassured my that we will not be charged and that it is probably a mix up and he will mark my account as satisfied. Was also told their is NO NEED TO CALL BACK. 11. Received another recorded phone call that my Dads credit card is about to be charged $200.00 for the cost of replacing the second phone due to it not being received. 12. I have lost count the amount of times ihave called the representatives, been on hold, and have my calls dropped. I do not have time for this. Especially for a first generation Droid1 that looks like is going to cost almost $500 now because of a lost phone on your part. Not even to mention why it is notpossible to send the phones back registered mail, like we tried to do at the post office. It would have been cheaper and cost less time and aggravation just to replace the broken product with a New and Up to date model from Verizon.

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