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Original Comment I am very dissatisfied with my recent transaction with Asurion wherein I sought to replace my son's phone after the charging contact cracked and rendered the phone inoperable. This phone, when purchased brand new, was the model with the slide-out keyboard - a critical feature for the user.<br /> To summarize, after paying the $7.99 per month in insurance, I was charged $100 for a replacement that comprised a rebuilt used phone that does not replace the insured item - it has no keyboard. <br /> Furthermore, the claims process required me to submit a driver's license picture (or similar ID), a detailed written claim form, and a PHOTOGRAPH of the phone's open back, which provided the EXACT model, MAC number, IMEI, and serial number for the insured and damaged item. Why was all this necessary if it was going to be disregarded?<br /> To add insult to injury, the claim was initially denied because the model selected in the online questionnaire - provided in a drop-down menu -- did not &quot;match&quot; the insured item. After this was clarified and corrected through a call to customer service, I was given yet another claim number and told to FILE THE CLAIM again online with that claim number. This step seemed quite unnecessary since the service person obviously HAD my documentation from the initial claim. However, I proceeded to do what the very pleasant customer service person instructed. <br /> In resubmitting the claim, the last step was to select the phone replacement as the Asurion site stated that the exact model was not available (?!) but then pictured two available models. I was careful to select the choice which pictured a SLIDE-OUT KEYBOARD.<br /> Imagine the dismay and disappointment your customer experienced when the phone delivered in a couple of days did NOT have the slide-out keyboard. Even worse, I had to return the damaged phone which has a keyboard to you in swift order! So now I imagine you will repair the damaged phone and provide it to some other customer. That is just wrong.<br /> What a horrible service. The final insult is that I feel trapped into maintaining the service because the phone you provided is possibly inferior and I'll have to get you, Asurion, to send yet another replacement.

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