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T-Mobile
T-Mobile Convinced me to purchase the Asurion Insurance then denied claim Bellevue, Washington
4th of Aug, 2011 by User640720
I went into a T-Mobile store and purchased two brand new Samsung Galaxy 3G phones with two brand new accounts. I was convinced after a hard sell by the T-Mobile representative to purchase the phone replacement insurance policy. He assured me that in the event my phone was damaged, stolen, dropped on the ocean, or whatever, I would receive a new cell phone of same or greater value. In the event a claim was made and my model no longer available the next model up would be provided. The model I purchased was a 16GB Samsung Vibrant 3g. Roughly a year later I was involved in an accident that damaged my cell phone. I contacted T-Mobile and after some run around they referred me to Asurion Insurance where they said I would need to file my claim. After contacting Asurion with even more run around they finally completed the claim and said my vibrant 3g model was no longer available and said they would ship a Samsung Galaxy 4G model. On the surface this looked great after all the money I've paid ($10/mo) I would receive a better model for all this hassle. The phone shows up several days later and as I'm setting it up I notice it only has 348M of internal memory, NOT 16GB like the phone I purchased. Therefore I was unable to load any of my pictures, files, docs, movies or music. So basically I have a smart phone that's pretty dumb...basically use only as a phone. When I contacted T-Mobile and explained the situation they said I needed to deal with Asurion. When I called Asurion they said I needed to deal with T-Mobile. When I called T-Mobile they said that Samsung changed the configuration of the new model and no longer offered the 16GB internal memory but in it's place ship the phone with a 16GB Micro Card. When I said I did not receive this 16GB Micro card that comes with the phone, they responded that they were only obligated to replace the handset. Unfortunately the insurance I was convinced to purchase is falsely advertising full and complete replacement of equal or greater value. For me to have equal value I need to go out now and spend $60.00 to purchase a 16GB Micro card that otherwise comes with the Samsung Galaxy 4G phone for free. My advice to anyone reading this is to stay away from T-Mobile and Asurion Insurance, when you have an issue it will NOT get resolved. When I mentioned to the T-Mobile cancellation department that I was going to cancel my 2 accounts recently opened plus the other 2 accounts I had for 15 years they said sure they would cancel them right away. What a company, bate and switch then lose 4 accounts over a $60 memory card that should have come with the phone to begin with!

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