Rugged Mountain Outfitting

Initial Business Response /* (1000, 5, 2017/07/17) */
July 17, 2017
[redacted]
[redacted]
Ottawa, [redacted]
Case #[redacted]
Dear [redacted],
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion...

did not meet your expectations.
Asurion is the administrator for the Device Protection Plan, which is available as an added service through [redacted]. The program is administrated by Asurion. Under the plan, if a subscriber's wireless device or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com
According to the complaint filed with the Revdex.com, you stated the following:
"Someone as Asurion put my phone on the blacklist after the matter had been resolved.On June 8th my phone [redacted] was put on the blacklist by [redacted] because I reported my phone stolen and made a claim with Asurion. Then the phone was found and returned to me and I called Asurion to cancel the claim and I attended the [redacted] Store and the phone was taken off the blacklist in 10 MINUTES and my phone returned into service.I was told by Asurion to refuse the phone and it would be sent back and the charge to my credit card reversed. Fair enough and when I checked my [redacted] bill the charge had been reversed.On June 19 2017 my phone stopped working and I got in touch with [redacted] and after an hour or two of dealing with those bozo's I was told Asurion put my phone back on the blacklist.I attended the [redacted] store and was told it was Asurion who put the phone on the blacklist. This made no sense as my credit card had been charged and then the charge was reversed and I considered the matter closed.The [redacted] Store contacted Asurion and I was told it will take 24 to 48 hours to remove my phone from the blacklist. NOT ACCEPTABLE and I want serious compensation for the time and effort I had to put in only to NOT get my phone turned back on. When [redacted] took it off the blacklist it took 10 MINUTES.I want to know why my phone was blacklisted considering the matter had been dealt with. Why do I have to wait 24 to 48 hours to have my phone turned on when Asurion had no authority to put the phone on the blacklist.I am so angry and frustrated by the level of incompetence from Asurion and [redacted] that I am expecting serious compensation!"
The desired resolution listed in the complaint states as follow:
"I want my phone turned back on and I want serious compensation. You have no right to upset me this way. [redacted] had the phone removed from the blacklist in 10 MINUTES and the Bozo from Asurion made some comment about having to contact a team leader in programming to have it removed from the blacklist. What a bunch of BS!"
Your claim history reflects on June 7, 2017, you initatied an online claim for a stolen [redacted] under the wireless number ending in [redacted]. The terms of the claim was accepted and a payment of the service fee was authorized to your debit/credit. The next day, you contacted Asurion stating that you found the claimed device and requested to cancel the claim. The representative informed you that they could not cancel the shipment and instructed you to refuse the package. You agreed to refuse the package and requested a refund. Shortly after, the refund request was approved.
On June 12th, the replacement device was held at a [redacted]
On June 20th, you contacted Asurion stating that the claimed device electronic serial number (ESN) was again placed on the negative list after it was removed from the negative list on June 8th. The representative stated that they would submit a request to have the ESN released from the negative and explained that the request may take up to 48 hours for the release of the ESN.
On June 21st, you again contacted Asurion stating that the claimed device ESN was still listed on the negative list and mentioned that you were going to file a formal complaint. The representative advised that they would submit a second request to have the claimed ESN released from the negative list. Shortly after, the request was submitted.
On June 22nd, you contacted Asurion stating that you refused the package and that the claimed device ESN was still on the negative list. The representative advised that they would submit a third request to have the claimed ESN released from the negative list. Shortly after, the request was submitted.
On June 23rd, the replacement device was returned to Asurion's fulfillment center.
On June 26th, the replacement device's ESN was scanned into Asuiron's system.
On June 27th, you again contacted Asurion stating that the claimed ESN was still on the negative list. The call was escalated to Asuron's Care Solution Team (CST). The CST reviewed your claim and stated that the replacement device was not returned and the call disconnected. The CST representative forwarded your claim to Asuiron's Office of the CEO (OCEO) for review. Later that day, an OCEO representative reviewed your claim and confirmed that the replacement device was returned to Asurion's fulfillment center. Shortly after, the OCEO representative submitted a third request to have the claimed device's ESN removed from the negative list.
On June 28th and June 29th, an OCEO representative contacted you and left a voice message with their contact information.
On July 5th, an OCEO representative contacted you and left a voice message informing you that the claimed device required a new sim card. Shortly after, you contacted Asurion stating that you replaced the sim card, however, you could not activate the claimed device. The call disconnected before the representative could transfer the call to Asurion's Office of the CEO.
On July 7th, an Asurion representative reviewed your account and confirmed that the claimed device ESN was removed from the negative list.
According to Asurion's record, on July 11, 2017, Asurion Office of the CEO contacted you to address your concerns. The representative apologized for your experience. Shortly after, you stated that you no longer wanted to discuss this matter with the representative and the call was disconnected before the representative could provide you with an amicable resolution.
Upon receipt of your complaint, I researched your concerns. Based on my research, I discovered that due to a processing error this caused Asurion's request to have the claimed device's ESN placed on the negative list after it was removed from the negative list on June 8th. This error has been identified and corrected. On July 7th, Asurion reviewed your account and confirmed that the claimed ESN was removed from the negative list.
On behalf of Asurion I apologize for any inconvenience you may have experienced as a result of this matter. Be assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvement. Customer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement.
If you would like to discuss an amicable resolution for the above desired resolution please feel free to contact me at (615) [redacted]. I am available Monday through Friday between the hours of 9:30am to 4:00pm CST.
Regards,
[redacted]
P [redacted] F [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have left out details I put in my letter and try to condense my letter by editing it to make the matter seem less important than it was.
They fail to mention that it took from June 19 to July 11 to get my phone off the blacklist causing me great inconvenience. They also fail to mention that each of the several times I called I was told it would take 24 to 48 hour to have the phone returned to service. Their constant apologizing means nothing, it's a corporate script. Their actions never once resulted in a solution to the problem.
I recorded all the conversations with Asurion and when I play them back for friends it's a repeat of the previous phone call almost word for word, hence the reference to the script.
I have taken the matter to the Small Claims Court and unless Assurion wants to pay me $[redacted] for their actions, then I will deal with them in court.
I am also going to put up a website so people can hear the conversations I had with these is.
Final Business Response /* (4000, 9, 2017/07/25) */
July 25, 2017
[redacted]
[redacted]
Ottawa, [redacted]
Case #[redacted]
Dear [redacted],
We are in receipt of your rebuttal with the Revdex.com ("Revdex.com") filed on July 18, 2017.
In your initial complaint you stated the following:
"Someone as Asurion put my phone on the blacklist after the matter had been resolved.On June 8th my phone [redacted] was put on the blacklist by [redacted] because I reported my phone stolen and made a claim with Asurion. Then the phone was found and returned to me and I called Asurion to cancel the claim and I attended the [redacted] Store and the phone was taken off the blacklist in 10 MINUTES and my phone returned into service.I was told by Asurion to refuse the phone and it would be sent back and the charge to my credit card reversed. Fair enough and when I checked my [redacted] bill the charge had been reversed.On June 19 2017 my phone stopped working and I got in touch with [redacted] and after an hour or two of dealing with those bozo's I was told Asurion put my phone back on the blacklist.I attended the [redacted] store and was told it was Asurion who put the phone on the blacklist. This made no sense as my credit card had been charged and then the charge was reversed and I considered the matter closed.The [redacted] Store contacted Asurion and I was told it will take 24 to 48 hours to remove my phone from the blacklist. NOT ACCEPTABLE and I want serious compensation for the time and effort I had to put in only to NOT get my phone turned back on. When [redacted] took it off the blacklist it took 10 MINUTES.I want to know why my phone was blacklisted considering the matter had been dealt with. Why do I have to wait 24 to 48 hours to have my phone turned on when Asurion had no authority to put the phone on the blacklist.I am so angry and frustrated by the level of incompetence from Asurion and [redacted] that I am expecting serious compensation!"
In your rebuttal you indicated the following:
"They have left out details I put in my letter and try to condense my letter by editing it to make the matter seem less important than it was. They fail to mention that it took from June 19 to July 11 to get my phone off the blacklist causing me great inconvenience. They also fail to mention that each of the several times I called I was told it would take 24 to 48 hour to have the phone returned to service. Their constant apologizing means nothing, it's a corporate script. Their actions never once resulted in a solution to the problem. I recorded all the conversations with Asurion and when I play them back for friends it's a repeat of the previous phone call almost word for word, hence the reference to the script. I have taken the matter to the Small Claims Court and unless Assurion wants to pay me $[redacted] for their actions, then I will deal with them in court. I am also going to put up a website so people can hear the conversations I had with these is!"
As stated in my previous response, an Asurion Office of the CEO (OCEO) Representative contacted you on July 11, 2017, to address your concerns. During the conversation, you mentioned that you no longer wanted to discuss this matter with Asurion and the call was disconnected before the representative could provide you with an amicable resolution. Upon receipt of your initial "Revdex.com" complaint Asurion responded to your complaint and instructed you to call me directly to discuss this matter. To date, Asurion has not received a call back from you.
Please note that we received your rebuttal on July 18, 2017 after you advised our OCEO representative that you no longer wanted to discuss this matter with us therefore we did not reach out to you to discuss a possible resolution.
Our records indicate on December 10, 2014, a Welcome Letter was mailed to you at the address listed on file. The Welcome Letter included a copy of the Device Protection Plan Contract, which explains the complete terms and conditions of the program. The Device Protection Plan Contract fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures including that the coverage may duplicate other insurance. The Device Protection Plan Contract states the following provision regarding the concerns listed in your complaint:

The Device Protection Plan does not cover:
(1) Incidental or consequential damages, unforeseen and
unforeseeable damages at the time of this Contract, or
indirect damages where the failure to perform the obligation
does not result from Our intentional or gross fault.
Please note our policy does provide compensation for incidental or consequential damages. Therefore, Asurion will not honor your request for compensation in the amount of $[redacted]
On behalf of Asurion I apologize for any inconvenience you may have experienced as a result of this matter. Be assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvement. Customer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement.
Please feel free to contact me at the number listed below if you have any other concerns or questions or would like to discuss a possible resolution. I am available Monday through Friday between the hours of 9:30am to 4:00pm CST.
Regards,
[redacted]
P [redacted] F [redacted]
Final Consumer Response /* (4200, 11, 2017/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was your companies fault my phone was put on the blacklist. You reps kept telling me 24 to 48 hours for the phone to be taken off the blacklist. My phone was put on the blacklist on June 19 and it wasn't until the 6th of July my phone was put back into service. See you in court.

Initial Business Response /* (1000, 5, 2016/10/24) */
October 24, 2016
[redacted]
Dear [redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not...

meet your expectations.
According to your complaint filed with the Revdex.com, you stated the following;
"Replacement device received not functioning properly I got a mobile handset device protection Plan for my [redacted] mobile phone From Asurion. I was paying monthly insurance fees of around $** towards the monthly insurance fees. Last year my phone device started malfunctioning, and I got a replacement device from Asurion under my insurance agreement. I also paid further $[redacted]+taxes (one time fees)for the replacement device. However the replacement device also started giving lot of problems since last couple of months. The speakers don't work and screen freezes. Volume is also not audible while using headphones. Also sometime the phone keeps on shutting itself and we have to remove the battery to restart again. I took the device to local [redacted] Repair center and they told me that the replacement device seems to be refurbished one and I need to contact my insurer for replacement. I send couple of emails and even filed the online form to Asurion customer service. They never replied or contacted me back. I then eventually called on October 17th 2016 at the Customer Service center. I explained them my issues, but they expressed their inability to replace/fix my phone device. They said that I don't have active account with them. However, I told them that since the replacement device falls under one year warranty, they should still honor the claim. They said that they are unable to help me in any way and I have to keep the faulty device. Please help us, as we trusted Asurion and paid lot of monthly insurance charges and also one time fees of $[redacted]+taxes. Kindly help us replacing the faulty device at the earliest."
The desired resolution listed in the complaint states as follow:
"I want my faulty mobile phone device to be replaced."
We regret the inconvenience and frustration this may have caused. Upon receiving your complaint I attempted to research your concerns with the information you provided. I was unable to locate any claims or transaction initiated under your name. In order to assist I will need to obtain from you the phone number, claim number and wireless service provider in order to investigate your concerns. Please feel free to contact me at the number listed below [redacted]
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks [redacted] for response.
The phone number against which claim was made was [redacted]. The service provider was [redacted]. The Service Request id against which claim was made was [redacted]
You can call me on my cell #[redacted] for any further questions.
Thanks
[redacted]
Final Business Response /* (4000, 10, 2016/11/02) */
November 2, 2016
[redacted]
Dear [redacted]
We are in receipt of the claim information you provided through the Revdex.com on October 25, 2016.
Your service request history reflects that on October 17, 2015, you completed a service request for a [redacted]. The request was completed and the replacement device a [redacted] was delivered on October 28th. On October 17, 2016, you contacted Asurion to report that was experiencing technical malfunctions with the replacement device that you received. The representative advised that the device could not be replaced under the warranty because your service agreement was terminated.
Upon receipt of the additional information, I forwarded your service request history to the Asurion's Verifications Group for review. During the subsequent review the Verification Specialist found that based on the warranty requirements, you did qualify for a replacement because you reported the matter within 1 year of receiving the replacement device. The representative contacted you on November 2, 2016, and completed the warranty replacement order. You were advised that the replacement device would be delivered within 1 or 2 days. This satisfied the desired resolution listed in the complaint.
We apologize for the level of customer service you stated that you had experienced and assured you that this is not characteristic of the quality or reliability of our services. I also, let you know that we appreciate you let us know about your experience because any feedback from our subscribers assists us in coaching our reps for improved customer service in the future.
Please feel free to contact me at the number listed below if you have any other concerns or questions.
Regards,
[redacted]
Final Consumer Response /* (2000, **, 2016/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* ([redacted], 20, 2017/10/16) */
October 16, 2017
[redacted]
Case # [redacted]
Dear Mr. [redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion...

did not meet your expectations.
Asurion Services, LLC (Asurion), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com you state the following:
"Here is the background: On Apr 23, 2016 I signed on with [redacted] for a 2 year wireless plan. I chose [redacted] Galaxy S7 as the cell phone and paid $[redacted] upfront. I went through Wireless etc. a company that operates in [redacted] warehouse in Langford, BC. The salesperson gave me the option to buy insurance in case the phone gets damaged. The insurance policy is called ExcellencePlus, a protection plan sold by Asurion for $[redacted] and offers 2 years protection. It offers phone replacement in case the phone is "accidentally damaged from handling. Drops, spills and cracked screens". I bought the plan as my last phone was damaged after a drop. Moving forward to Sep 2017: I accidentally dropped my phone (was in the packet of my shorts and dropped as I was exiting my car). The back cover is shattered with damage to the camera and sensor. As per the instructions from a manual that I had received when I bought the plan, I registered my device at www.asurion.com/excellenceplus. I then called [redacted] and spoke with an agent. After explaining the damage to the phone the agent put me on hold as he was "going to check if we have this model of phone in inventory". He came back after a minute or so and told me that unfortunately this model of phone is not in stock and "they do not know when it will be in stock". He then gave me two options: 1. I get the phone repaired and send them invoice. They will then send me a cheque within 7 business days. Or 2. I send them the damaged phone and they will send me a cheque for ~$[redacted] in about 20 business days. As I am not sure if the damage is superficial or if there are internal parts that are damaged, I preferred the option of replacing the phone as this was the big attraction when I bought this plan. I asked them when the phone will be in stock and the person told me he had replaced the same phone for "couple of other people just today" and that it is my bad luck that the phone is out-of-stock. I told him I will call back again in couple of days to check the availability. He said "I don't recommend this as we don't know when the stock will come". I told him I will call regardless. This was on Sep 19. I have called 8-9 times since then and I get the same script: - Phone is not in stock. Couple of times the agent did not even bother checking and told me immediately regarding unavailability of the phone. - They just replaced the same phone for other customers "just today". My bad luck continues."
The desired outcome states:
"Replace my phone with a same model phone or higher in a timely manner."
A review of the service history for the 2-year Protection Plan ("Plan") you purchased on April 16, 2016, has been completed. On September 19, 2017, you contacted Asurion to file a claim for your damaged [redacted] cellular phone. During the claims process you were informed that your claimed device was not currently available and that there was no eta on when it would be available. As a result you were offered the Retail Repair Reimbursement (RRR) option of having the phone repaired and providing Asurion with the receipt for reimbursement or provide you with a cheque for the suggested retail price (before any discounts) of that product, including taxes to return to the retailer to purchase a replacement product. You declined these option and decided to wait until the phone came in stock.
On October 5th, you called Asurion to check the status of the phones availability. The representative apologized and explained that the claimed device was still unavailable.
On October 12th, Program Specialist,[redacted] spoke with you to address your concerns. During this conversation,[redacted] explained the terms of the coverage and explained the possible alternatives. Although you had concerns about a delay in being reimbursed, you accepted the RRR option. Once we received the receipt from the repair, we will process the refund request and you should receive the cheque within 7-10 business days.
We hope you find the outcome satisfactory and sufficient to fulfill the resolution sought in your complaint. However, please feel free to contact me using the number below if you have any additional questions or concerns. I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
Regards,
[redacted]
Sr. Compliance Coordinator
Phone[redacted]
Email [redacted]

Initial Business Response /* (1000, *, 2017/07/20) */
July 20, 2017
[redacted]
Case #[redacted]
De[redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion...

did not meet your expectations.
Asurion is the administrator for the Device Protection Plan, which is available as an added service through [redacted]. The program is administrated by Asurion. Under the plan, if a subscriber's wireless phone or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at [redacted]
According to your complaint filed with the Revdex.com, you stated the following:
"I have an insurance claim open with Asurion for a [redacted] cell phone and after 3 phone calls they are still unwilling replace with equal phone. My insurance claim with Asurion is under Service Request ID 10[redacted]. They are unwilling to replace my phone with an equal or better replacement as per the agreement. They have run out of [redacted] phones so instead have decided to replace it based on screen LENGTH specifications. Citing the longer but narrower screen of the [redacted] as reason to select it as the equivalent phone. As such they are offering to replace it the smaller and less expensive [redacted]. I have compiled data from [redacted] my phone carrier who Asurion has also referenced for phone values. The insurance policy is sold simply as coverage to replace your exact phone and if not available, a better phone.
[redacted] $[redacted]
Pixel $[redacted]
Galaxy ** + $[redacted]
Galaxy ** $[redacted]
The ** is [redacted]'s competition for the smaller[redacted]. The [redacted] Plus is competition for my phone the [redacted]. As an example, online reviews pit the [redacted] against the "** Plus" not against the smaller "**". Asurion's argument is that the length of the screen makes this their chosen replacement. It is clear that since they cannot replace my phone with the same model they are attempting to replace it with either an older and cheaper model phone. Their first offer was a previous generation and cheaper [redacted] "[redacted]" assuring me this was the only option I had and was in fact the phone I would want. After I complained they then offered the "**" explaining they were doing me a favour but have refused to budge from that stance after the three phone calls."
The desired resolution listed in the complaint states as follow:
"My first choice would be to replace my phone with a new [redacted] phone preferably in the same colour, black. Second choice would be a cheque for the amount of $[redacted] +*% sales tax as the stated value of my phone as listed on [redacted] with which I could seek to purchase a [redacted] elsewhere. Third choice would be a [redacted]+ (Plus) as a replacement."
Your service request history reflects that on June 27, 2017, you a manual claim was initiated a claim for a damaged [redacted]. On June 6th, you contacted Asurion to complete the claim, and since the [redacted] was not available and notes indicate you requested a non-[redacted] replacement. You were offered a standard [redacted], however you requested to contact Asurion back at a later time to complete the claim and you were advised of the 30 day timeframe to complete your claim. On July 10th, you contacted Asurion and requested a [redacted] Plus replacement due to the similar screen size, but the only model authorized was the standard [redacted]. Due to the dissatisfaction regarding the models offered, you were transferred to a Care Solutions Team (CST) representative who offered you a [redacted], an [redacted], or the Purchase for Reimbursement (PFR) for a [redacted]. The PFR option refunds the amount paid for the new [redacted], less the service, once a copy of the purchase receipt is provided. You requested to review the options and contact Asurion back at a later time.
Upon receipt of the complaint you filed with the Revdex.com, an Asurion representative contacted you on July 13th to authorize a replacement [redacted] Plus for your claim, but reached your voicemail. A short time later, you contacted Asurion, accepted the [redacted] Plus replacement, and successfully completed the claim.
I hope this response provides you with the necessary information to close out this complaint filed against Asurion. If we can be of further assistance to you regarding this matter or the reimbursement process, please do not hesitate to contact me directly.
Please feel free to contact me at the number listed below if you have any other concerns or questions.
Regards,
[redacted]
Compliance Coordinator
Asurion
Phone: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/05/17) */
May 17, 2017
[redacted]
Case #[redacted]
Dear [redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with...

Asurion did not meet your expectations.
Asurion is the administrator for the Device Protection Plan, which is available as an added service through [redacted]. The program is administrated by Asurion. Under the plan, if a subscriber's wireless phone or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com.
According to your complaint filed with the Revdex.com, you stated the following:
"I continue to receive calls and letters after confirmation that return devices received. I purchased the [redacted] Device Protection plan through [redacted] (and authorized [redacted] dealer). The plan is provided by Asurion. My phone died in mid-March and I contacted Asurion (as per my [redacted] dealer). They opened a claim and send me a replacement. The replacement was defective. I then called them back and received a new replacement. The second replacement worked but was a different model (I had a [redacted] 5x and was replaced with[redacted]). This has ended up costing me more as I now had to buy new accessories and cases. I saved the tracking numbers and both phones were confirmed delivered by the end of March. However, on April 9th I received an automated phone call on behalf of Asurion from OnProcess Technologies saying that I had not yet returned my device. I immediately called them the same day and they confirmed they had received both returns. I thought I was done. On April 25th, I received a letter (Dated April 17th and postmarked same day) that I needed to return the device by April 23rd or I would be sent an invoice for $[redacted] dollars. Today (May 7th) I phoned them and spoke with someone in the "[redacted]'s Office". She told me that there was nothing they could do about the letters or the calls. She told me that if I received anything else that I could ignore it. I asked to be removed from any contact from them now that they confirmed (for a second time) that the devices were both received. She told me that she could not do that. She said they have no way of taking me out of their automated processes. I told her that she doesn't know what she is talking about. I work in the telecom industry supporting multi-million dollar phone systems and I know for a fact that automated dialers are all able to filter out and/or remove numbers. The same should happen with their mail system. She tried to tell me that she didn't believe it was they who had sent the message but I read it to her. She also tried to say it was sent before the devices were received but since it was dated April 17th that was a lie. I do not feel it is safe to ignore anything from them as I expect to eventually be billed $[redacted] and that I will end up taking a hit to my credit if I don't. I do not feel this company to be honest or have any sort of integrity as they cannot even confirm that they can take me out of their collections process."
The desired resolution listed in the complaint states as follow:
"I would like three things from this. 1. I want 100% confirmation that I will not be billed for the replacement charge of $[redacted]. 2. I want to get confirmation that I have been removed from and all collections notifications. 3. I want no further communication from this company and I intend to cancel their service ASAP. But do not want to do so until I have resolved this issue for fear of further retribution."
Your service request history reflects that on March 20, 2017, you contacted Asurion to report that you were experiencing technical malfunctions with your [redacted] 5x. The service request was completed and the first replacement device was delivered on March 21st. Shortly after the replacement device was delivered you contacted Asurion to report that the device that you received was not working properly. A warranty replacement order was completed and it was fulfilled with an[redacted] as comparable device which was delivered on March 27th.
On May 7th, you contacted Asurion to report that you received multiple communications from Asurion indicating that the malfunctioning devices has not being received at our fulfillment center and if the devices were not received Asurion would charge a non-return fee to your account. The matter was escalated and you spoke with a representative from the Office of the [redacted]). The [redacted] reviewed the claim information and confirmed that the malfunctioning devices were received and you would not be charged a non-return fee. The [redacted] representative explained that the notification letter and automated phone calls, are sent or made as a reminder in order to prevent for a non-return fee being charged on to the customer's account. You were also instructed to ignore any future communications. You requested for your phone number to be removed from the automated call list. The [redacted] representative explained that your number could not be removed from the automated call list. You threatened to file a complaint against Asurion and the call ended.
On May 11th, an [redacted] representative contacted you in order to address your concerns. The [redacted] representative apologized for the inconvenience and restated that the malfunctioning devices were received at our fulfillment center and a non-return fee would not be charged to your account. The representative also mentioned that they would confirm that your claim information was properly updated in order for your number be removed from the automated phone call list. You were instructed to allow up to 3 days for the request to be completed.
Upon receipt of the complaint I reviewed your service request. Record shows that the two malfunctioning devices were received. The service order information was updated and you would not be charge a non-return fee and will not receive any other communication regarding this matter.
We apologize for any inconvenience that this may have caused. I assure that this is not the quality and reliability of our service. We appreciate you let us know about your experience, any feedback from our customers assist improve the quality of service.
Please feel free to contact me at the number listed below if you have any other concerns or questions.
Regards,
[redacted]
Sr. Compliance Coordinator
Phone [redacted]
Email [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
So far I have been removed from their call list and have not received anything further.

Initial Business Response /* (1000, 5, 2017/06/29) */
(Please see attached)
Initial Consumer Rebuttal /* (2000, 7, 2017/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (**00, 5, 2017/01/11) */
[redacted]
[redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not...

meet your expectations.
[redacted] ([redacted]) is an added service provided by [redacted] ([redacted]). Under the plan, if a subscriber's wireless phone fails due to defects in parts & workmanship beyond the manufacturer's warranty or fails due to normal wear and tear, suffers a power surge or is lost, stolen or accidentally damaged, the subscriber may make a claim [redacted]
According to the complaint filed with the Revdex.com, you stated the following:
"First replacement device was refurbished device and was broken. I am asking for brand new device but they are keep sending refurbished device Phone number: [redacted] ([redacted]) Monthly Fee:$** Deductible:$[redacted] Device: [redacted] ([redacted]). I have paid for 40 months. Since my phone was stolen I filed a claim for a replacement device. However, first replacement was refurbished device which was defected. Thus, I asked them to send a brand new device as the replacement since I can't trust their likely-new device. But they have been keep sending the refurbished device and keep saying they cannot guarantee the new device. I feel very deceived because when I signed for the protection plan, the salesman never mentioned about likely new devices. He only mention replacement devices which people normally think brand new devices. However, when I contacted Asurion they just said, "I am sorry for incorrect information and explanation" and would not resolve my concern with refurbished device. If they mentioned about replacement possibly being refurbished device from the beginning, it may have altered my decision about signing the protection plan. The claim for replacement is not even free and so far I have so far paid $[redacted] including deductible. With this amount of money, I could have easily bought a brand new device on my own. I had contact them many times already for sending me a brand new device for the replacement and explained to them why I want the new device. However, their response was same and won't send me the brand new device for the replacement. Furthermore, they said they have 90 days warranty on the replacement device. However, since they have sent the defected refurbished device first, there is no guarantee that their likely-new device will work perfectly after 90 days. The defect may show after 90 days and I would have to pay another $[redacted] for the replacement for the refurbished device. However, if the replacement device is a brand new I won't have to worry about paying $[redacted] for a year for the replacement because the brand new device would have 1-year factory warranty on the device. I wish they stop saying they cannot guarantee new device and just send a brand new device."
The desired resolution listed in the complaint states as follow:
"I am not asking for an upgrade of my phone. I am just asking for a brand new device. If there is no brand new [redacted] available, I just want them to send me any brand new device in [redacted] series."
Upon receipt of the complaint you filed with the Revdex.com, your concerns were forwarded to the [redacted] resolution team in order for them to review the matter. Per their research it was explained that according to the [redacted] program terms, the goal is to provide to the subscriber the same make and model purchased and the service request may be fulfilled with like-new equipment of the same or comparable model, but cannot guarantee the color or feature and the accessory compatibility. Therefore, in this instance your service request was fulfilled with a like-new device as stated in the terms and as the previous service request that were completed on your account. The replacement devices that are provided are covered under a 90day warranty period.
On January, 5, 2017, it was arranged for a resolution specialist to contact you in order to explain the terms and benefits of the program and assist you in providing the options available to have the [redacted] replace with the same or comparable model.
If you have any other concerns or questions please feel free to contact the [redacted] Center at [redacted]
Regards,
[redacted]