All Narfed Up photography and words by Bryan Villarin

Nice Try. The complaints still win out. 1 out of 5 customers are satisfied….this is true information from an internal case study.

Posted by nowwhosboss on 27 July 2005 @ 10am

Okay. Can you give me the source of this internal case study? Links? I was only stating my experiences with them. If you don’t reply back, I’ll assume you’re just commenting on such an old post just to be a smart aleck.

Posted by Bryan on 27 July 2005 @ 10am

I used to work for the company. I recently left there because of the way they treated people internally and externally. No…I was not fired. You can even check on that…that’s not why I am saying bad things. I have seen them in action and I know. The source of the study is internal….call the call center and ask to speak with management and ask then to speak with someone in marketing support that is handling customer sat surveys. Someone in the QA group (outside of the call center QA - these are two seperate groups at Asurion) can give you this information as well.

Posted by nowwhosboss on 4 August 2005 @ 11am

I can’t check whether you got fired or not - I don’t have your name. If you can give me the Asurion call center, what do I say?

Also, in your opinion, should I be paying insurance for my cell phones?

Why are you posting this?

Posted by Bryan on 4 August 2005 @ 12pm

Asurion is a terrible service. Basically, they make you jump through hoops to file a claim and then as a reward, you have to pay a $50 deductible. In all, after a 2 year contract, and the $50 deductible, you end up spending $178 and have a huge headache from having to deal with them. If you have one of those super nice phones ($300 to $500 for replacement) it may be worth it, but it certainly is not worth it for the average phone ($100-$299).

My experience started when I tried to make a claim last year. To verify my identity, they asked me to state my address - one I had at college two years ago. I didn’t remember it, and asked them if there was another way to verify my identify. The associate flatly said, “no”, which was folllowed by dead silence. I tried calling them again to file a claim. The associate input the wrong information. When I corrected him, he said he couldn’t do it. Therefore, no claim.

Insurance is a great thing to have. It’s just not a great thing from asurion.

Posted by Dan on 5 August 2005 @ 7am

I think asurion is great. I’ve had to file three different insurance claims on phones that would no longer function properly, and the results were fantastic.. The service was top notch and I would not ask for anything more. I am a very pleased customer.

Posted by remember on 8 August 2005 @ 8pm

I have no idea why everyone get mad because they have to go through a process to file a claim. Now lets just say that someone that you dont knoe decided that they were going to file a claim under your name. The precautions that Asurion makes are for the CUSTOMERS safety.

So in your opinion what would be a GOOD insurance company?

Posted by some1fromxperience on 16 August 2005 @ 6am

I’ll join this conversation to add some truth to this debate. First off thanks for the good words about asurion. I work in the department that you get to when you ask for a “manager” It’s called Advance Customer Care for buddy claiming he worked for us. And I can’t says I’ve been treated badly internally even once! Nor have I treated a fellow employee badly. Now as far as customers go, well I’m one of the people that have to make tough calls. Believe me not all of our customers end up happy, but the last thing I ever want to do is to decline someone. We base our information on what we are given and if it just doesn’t add up there are times that I can’t help. Lets just say some claims are questionable… However that is one out of 100 calls that get to me that I can’t help. Lets face it, when you want your phone replaced for free, want it upgraded, and want it today… It ends with “sorry sir I wish I could help but there are terms and conditions… ” Apart from that the other 99 people I’ll talk to walk away feeling like they just recieved “World Class Customer Service” Some people even ask for my supervisor to tell them how happy they are with my service! Then I get a “kudos” award! If you are reading this and you have had a bad experience, well sorry it happened and hopfully your next claim goes better, but before you start talking badly about a great company please get your stuff straight. Especially if you claim to have worked for us. And I too would like to know which center you worked in… If it’s Moncton, then I hope you did get fired because that is no way to represent us! Last thing to add is unfortunatley the one who had a bad claim will tell everyone they know but the one who had a great claim rarely tells anyone. Keep that in mind.

Posted by Mr Asurion on 21 August 2005 @ 6am

This is near impossible to see who’s telling the truth and who isn’t. If “Mr. Asurion” would’ve put his real name and email address above, I might’ve believed him more. Some of the things you say are completely…wow. I don’t know what to say about your statements above. I won’t say anything - I’m better than that.

In any case, I know how my experiences were, and I posted them. I should’ve closed this post for comments months ago.

Posted by Bryan on 21 August 2005 @ 7am

[...] Asurion Insurance: 10/10. Every interaction with them was good and they were very professional. If you have a mobile device (especially an expensive one), get insurance from them…! Here’s a blog post with more stuff on them. [...]

Posted by You’ve Got Ismail! » Fiddling with Phones - Epilogue on 30 August 2006 @ 10am