Asurion Warrenty

[Steve212121]

We bought 4 new phones in October when the new apple models came out.   We pondered between Apple warranty and the Telus warranty supplied by third party Asurion.  We were told ( and it's right on Telus web page) 

That Asurion provides 24 hour turn around of replacement phones for warranty and also covers lost phones.   As luck would have it on Dec 23 a phone was dropped and badly broken.   It was more than a screen and would need replacement.   We filed a claim on line with www.phoneclaim.com and followed up with a call to Telus mobility.  They were very good and said even thought it was Christmas it would be processed in 24 hours.   One Week later we get an email asking us to contact Asurion at the main telephone number.  It took two days to get through and often the line hung up saying they were closed followed with a recording of hours open to midnight even though it was only 5 pm.  We finally got thought and were told we needed to be "interviewed" for the warranty application.   Ok.   30 minutes of questions including a request for both the front and back of a drivers licence and the questions about my Canadian Passport.  I kid you not.  It was bizarre.  They fellow was very nice and polite but continued with question like what does the user do for work, what was the phone used for, how often was it used etc.    Beyond bizarre.  We complied with all questions.  At the end we were told it takes 5 to 7 business day to "Review" the claim and be told next steps.   We were told "IF" they replace the phone we could expect a replacement possible by the 15th of Jan.    THIS IS NOT A 24 HOUR turn around.  Several called to Telus support only to be told this is out of Telus's hand even though we pay Telus for the warranty.   They expedited a call to Asurion(45 minute wait) and were told they might possible be able to review the claim in 3 to 5 business day but it's a busy season and to be patient.   They said they knew nothing about Telus's promise of 24 to 48 processing.  IF they send me a new phone will it be a refurb,, will they want a credit card??   Complete scam being sold by Telus  as a warranty so they can make a commission on the 15 dollars a month fee then the Apple warranty is one dollar a month less and is superbly handled at the Apple Store. Im still trying to deal with client care at Telus for an acceptable resolution.   NEVER EVER BUY AN ASURION WARRANTY.  The worst possible service ever.  No loaner provided by Telus to cover the 21 day gap without a phone.   This is rotten egg all over the good face of Telus costumer service.   FYI I went to the retail store to make sure this was just me getting caught on a bad day and they said the streams of complaints about Asurion poor service were numerous and constant.   Asurion,, worst ever scam of a warranty.  Why would Telus blacken their good reputation with this.?

[Steve212121 · Accepted solution]

An update,   Found the current page on Telus.com

https://www.telus.com/en/mobility/device-protection?linkname=Device_Protection&linktype=ge-meganav

Explicitly says 

• With Asurion — your Device Care Complete provider — you can file a request 24/7 online and even track its progress. Replacements are typically shipped the next day.

  Called Telus mobility.  Got another excellent agent who offered to help after hearing the appalling story.  He is having his manager contact a supervisor at Asurion to try to expedite the replacement. They offered to find a loaner as well but because of the Asurion issues nobody has a loaners available, closest retailer was a one hour drive away.    Please note if Asurion fulfilled the warranty as described on the Telus page there would be no issues.  Replacement phones shipped the next day would be an excellent service even though the deductible with Asurion is $250 vs. $125 with Apple  they say they cover lost phones which Apple does not.   Telus needs to badly re visit  the commercial contract they have with Asurion and get them to step up to whats promised or terminate the agreement and find an alternate third party that's capable.  I'll past again after resolution to let you know what to expect if your already on an Asurion warranty.