Unbelievable! Talk about your basic run around BS!
Well, I have been paying insurance on my Sprint phones for over 15 years with the false piece of mind that if my phone was lost, stolen or damaged, that they would replace the phone by simply walking in to a store and getting a replacement.
Ok, I lost my phone, my bad, that's why I have insurance right?
Well, come to find out that Sprint no longer handles there insurance, it's done through Asurion, AND I have to pay a $50 deductible!
Ok, the shock of that finally wore off, I came to terms with that, even though over the years I have paid over $1500 in premiums and never made a claim until now, that's how insurance works, you pay for piece of mind, that if something bad happens, they take care of it for you, or so I thought.
So I make the claim online and the website tells me that the phone is on back order and I have to wait 7 to 10 business days to get a new phone sent.
I call Asurion to find out what can be done about the wait time and of course it's after hours and the automated answering machine tell me to call back during normal business hours.
I call Sprint, Sprint says there is nothing they can do, call Asurion.
I call Asurion first thing in the morning. I tell them I need my phone, it's been 2 weeks already, I need my phone, I run my business on it, I'm losing money. Since my phone is on back order and Sprint no longer carries my phone, can they give me the new version of the same phone, the price on it is less than what I paid for other phone, and I paid full price on my phone. Asurion tells me they can't change an order after it has been made, "Sprint wont let them" So I ask to speak to a manager, the manager says the same thing. "Sprint wont let them change a claim after it has been submitted" I have to wait the 7 to 10 business days to get a refurbished phone.
So I ask to speak with the managers supervisor. They tell me that I can submit a request to talk to the managers supervisor, but I would have to leave a number and the supervisor would call me back within 48 hours. I tell them, I don't want to wait 48 hours and that I have no number to give them because I DON'T HAVE A PHONE! They said they would make a notation on my account, and that I can call back with a contact number and would have someone call within 48 hours of receiving the contact number. Flabbergasted, I hung up.
I figure… if Sprint won't let them change the order (at least that's what Asurion said), than someone at Sprint should be able to help, one can assume that since they had to submit something to Sprint, that someone at Sprint must be processing the shipment of my phone.
I call Sprint and talk to someone there who puts me on hold to call Asurion to see if he can help. Then he comes back and tells me the same thing Asurion told me before, "it's on back order"
I tell him, I know what they said, I already told you that, I need a phone, if my original type of phone is not available, send me comparable one. They said that they can't because once the claim has been made, Sprint won't let them change the order. So can I talk to someone at Sprint that can get me either my phone, or a comparable one.
If there being told be Sprint that they can't change the order, than they are getting the phone from Sprint, and if they are getting the phone from Sprint, there must be someone in charge of whoever it is in whatever wherehouse that's sending me my phone.
So I ask him again, can I talk to someone at the wherehouse or someone who can call the wherehouse?
He tells me they don't have the number to the wherehouse… I said, it's Sprint's wherehouse, and you don't have a number for it?
He tells me he understands my frustration but he can't really do anything for me, so he puts me on hold to talk to his manager.
I talk the manager and explain the situation again, then get put on hold again while he calls Asurion. Then he tells me that the claim is being processed by Asurion and there was nothing he could do about it, it was up to them. I said "look, they told me that they could not change the order because Sprint would not allow them to, So if Sprint is sending me the phone, there must be someone I can talk to at Sprint" He said no, it's up to them.
So I say "Ok, just to confirm what your saying, so your telling me that Asurion lied to me, that Sprint WILL let them change or cancel the order?" He said, "I can't answer that question"
I asked why not? It's a simple question, either Sprint will allow them to or they won't.
Which is it? He then started to clam up, kept repeating that he could not answer that question but could he help with anything else?
So here I sit, phoneless, after paying enough in premiums to have purchased my phone 6 times over! Waiting for ANOTHER 2 weeks in the hopes that my discontinued refurbished phone will arrive at Asurion so they can send it to me, probably ground, which means another additional 7 to 10 business day wait.
All in all I don't blame the guys at Sprint, there just covering there own butt's. However, they did jump on the Asurion band wagon, instead of honoring there own insurance which was what I originally signed up for.
In any case, I paid for insurance. This means I should not have to wait 7 to 10 business days for a refurbished phone to be sent. I should not have to wait up to 48 hours for someone at the Asurion to call back. They should just get me a phone, that's what there being paid for!
I have lost clients. My business has suffered. I say, they should be brought up on a class action law suite. Who's going to pay us back for there inability to do the service they are charging us every week for?