Asurion replacing TP with TP2 - Page 86

simsingh · #1 (**permalink**) 11-02-2009, 11:30 AM

i just sent in the paperwork.....lets see what happens!

lilbitz_1018 · #2 (**permalink**) 11-02-2009, 11:36 AM

downtick, name a fee and its coming your way lol i rather pay YOU the deductible than them anyday....plus im pretty sure I have quite a few notes also lol i took a hacksaw to their phone list.

downtick · #3 (**permalink**) 11-02-2009, 12:53 PM

ok, here it goes. After you CALL asurion and fax your 3 papers back to them wait 1 day at least. Call them up the next day (or even longer) and tell them you are returning their call regarding your claim. The rep will then tell you that you will be getting back a tp1 (if it is in stock). If it is not in stock, they will offer you other phones including the tp2 most likely. However, at the time of this posting, the tp1's are in stock. After they tell you that this is the phone you will be getting. Don't try and fight with them. It will only get you negative notes. I have on 1 occasion got lucky with the first rep I spoke to and got the tp2 on the first try for someone, however this is RARE. So expect nothing from the first person you speak with. You will now need to ask to speak to a resolution supervisor. They will get her on the phone for you. Explain to her how you have had 3 of the tp1's already and it is always the same problem again and again. Ask her to please offer you anything else, anything other than the tp1. Most likely she will. If not, you have to call back and repeat all these steps, so be convincing the first time and you will be successful. Once you get an offer on the table you will be ready to move on to the next step. They will offer you the htc snap or the palm pro. Of course you would like to get a tp2 offered right away, but this is unlikely. If you get any offer at all, part 1 is complete.

Later on at night or the next day, call back and ask for the resolution specialist again. Once on the phone, say that you are calling back to finish your claim that you started. You were offered 4 phones: htc snap, tp2, black berry curve and the palm pro. You have looked at all 4 online and you have made your decision and you want to go with the tp2. They will read back their notes to you saying you were only offered the snap and palm pro. Say this is not true, I even wrote down the names of the phones as the rep was reading them off to me. I have not even heard of these phones before calling in to you. The rep must not have written down everything as was told to me. Be convincing! She will most likely put you on hold to check something. Once she does this for you, you got it. When the rep places you on hold what they are going to do is get an approval for a 1 time courtesy upgrade for you. I have done this so many times, I know all of their scripted responses. If you still did not get the tp2 after this call, hang up and call back again an hour later or so. But really if you do this right you will have been successful on this call. I am no different then any of you, I am not offered something that you will not be offered. Just follow my layout above and it will work. However if you do not get the tp2 on this call ( i couldn't imagine why you wouldn't), then keep on calling until they give in to you. You do not want to do this however too many times as some of the reps do take notes. So do it right the first time, you will have your tp2 the next day. Please NOTE: You do nothing online. This is all done over the phone. The only thing you do online is print out your forms to fax and track the shipment of your tp2 at www.phoneclaim.com

If you find this post helpful, please thank it to rack up some points. thanks

supacold · #4 (**permalink**) 11-02-2009, 12:54 PM

nicely done downtick, just a quick question. did you send your tp1 back yet? and if so in what "condition" did u sent i back so it would be a valid warranty claim? Also i have a $100 deductible on my sprint account and was wondering what you did to have sprint wavier it?

Thanks

downtick · #5 (**permalink**) 11-02-2009, 12:59 PM

i did not send in my tp1....i am taking my chances of them charging me, if they do, then they will get it back, if they don't then it's mine and chances are the esn will be clean too as they already would have blown the non return charge.

do not worry about the $100 at this time, when it hits your bill you address it then. there is nothing you can do about that for now..i already tried and got only $20 credit...but once it hits my bill, I will have the full $100 removed.

djhes · #6 (**permalink**) 11-02-2009, 01:30 PM

I have a question. My Touch PRO has been replaced many times, now, the one i have, the screen keeps flickering, the colors get distorted. If i tried to call to get a replacement, you think they would, or does it have to be a "software" issue?

Vertech · #7 (**permalink**) 11-02-2009, 02:13 PM

Part 1 complete, now I need to call back in a couple of hours to ask about the 3 phones they offered me instead of the TP. I was offered the Diamond, Snap and Treo Pro.

**ycats** · #8 (**permalink**) 11-02-2009, 04:22 PM

Asurion replaced my Touch Pro with a brand new TP2, got it this morning.........out of pocket expense? $0

haramzee · #9 (**permalink**) 11-02-2009, 07:27 PM

Quote:

Originally Posted by ycats

Asurion replaced my Touch Pro with a brand new TP2, got it this morning.........out of pocket expense? $0

cool, what happened to the 100 dollar deductible though?

downtick · #10 (**permalink**) 11-02-2009, 08:34 PM

Quote:

Originally Posted by haramzee

cool, what happened to the 100 dollar deductible though?

it will get charged to the bill. asurion will not ship a phone out without payment. they are not sprint so there is no negotiating fees like you can do with sprint. unless you try to swindle them some how, you have to pay asurion.