I have been a loyal Sprint customer for about 8 or 9 years now. I have had Asurion insurance for about 6 and this is the first time that I am encountering such disgusting behavior. After my Palm Pixie broke I was told that they no longer make that phone so I was forced to upgrade to an LG. Not only was this a more expensive phone but it also increased my insurance form $7/month to $9/month - for the first year. The 2nd year saw an increase to $10/month. After almost 2 years my LG finally gave out (total paid for insurance at this point was $238). When I went to claim my insurance replacement, I was told that the they no longer provide LG phones and I was again FORCED to upgrade to a more expensive phone AND pay and additional $150 deductible. I was NOT given the option for a phone of equal or lesser value, I was also not given an answer as to where the previous $238 in insurance went. So I paid the $150 and was sent a Galaxy S3. This phone broke after only 2 months of having it. I was AGAIN forced to pay ANOTHER $150 deductible. The 2nd phone they gave me had a cracked making the phone still in good condition, but with an uncooperative screen. After that I was sent a message stating I was NOW eligible for an upgraded insurance plan which was $13/month and would completely cover my device from any future damages. How convenient - after $238 which was stolen and $300 in used refurbished replacement phones (could've had an iPhone for that amount of money). So I signed up. Now, the same thing just happened to phone number 3. I went to claim my replacement and now they are saying I need to pay an additional $150 deductible (so why did I sign up for a fee increase again? wasn't this supposed to cover all damages?)
I will now be making a formal complaint with the better business bureau and will continue to call Kevin Taweel (CEO), Cindy Christy (Pres. & COO), AND Mark Gunning (CFO) at their Corporate Head Quarters in Nashville, TN until my original $238, AND the last $150 they just charged me, are not only returned to me, but until I am guaranteed that I will have the upgraded insurance and never have to deal with this process again. This is seriously making me consider leaving Sprint and getting a prepaid iPhone. Unreal that these corporations get away with blatant robbery while the rest of us are living paycheck to paycheck and get insurance so that we don't have to dish out hundreds on a new device.
Product or Service Mentioned: Asurion Replacement.
Reason of review: Pricing issue.
Monetary Loss: $538.
Preferred solution: Full refund.
Asurion Cons: Being hung up on, Customer service, Service delivery, Paying excessively for deductibles, Never being offered an upgrade.