Unassuring Insurance

A few weeks ago, I got my mobile phone wet. OK, it was more than wet; it was drenched. It was in my fishing vest. While I was wading in a river, I slipped and fell down to my knees, which caused my vest and everything in it do get wet.

When I got home, I shook out as much water as I could. Then I put it in front a fan and let it dry for a couple days. I turned it on and, to my surprise, it worked fine - except for the ear speaker. If I plugged in a headset, I could hear, but no dice on the phone itself. I used the phone like this for a while, but decided to go ahead and file a claim with that special insurance Verizon wants you buy when you get a new phone. The company is "Asurion." It is supposed to replace your phone if you lose it, get it wet, run over it with your car, etc. There's a $50 deductible.

The phone arrived today. The phone had a "protective" film over the screen which I promptly began to peel off. I got no more than a fourth of the film off when the plastic/glass screen decides to come off as well. Not good.



I then examine the phone and see that the Motorola logos which are present on both the front and back of my original phone are not on the replacement phone. (Original Verizon phone on left; Asurion replacement on right)





The box it came in did not say Motorola, it said "Asurion." I wonder if the replacement Phone is some cheap after-market knock-off. Maybe it's a refurbished phone, but Motorola requires them to remove the logos because they don't want their brand associated with crap.

Either way, I called Asurion again and told them about the problem. The lady I spoke with actually laughed like she thought it was funny. Maybe she was thinking, "There's another one!" because this happens all the time. Anyway, she transferred me to a "technical represetative" to get a new phone shipped out to me. I re-explained the problem to him. In scripted prose he agreed that I certainly could not be expected to keep that phone. They are shipping me a new one to be delivered tomorrow. I told him I didn't want another after-market piece of junk, I wanted a real replacement. He said that all of their phones are refurbished and they don't carry new ones for replacment. (This, by the way, is not what Verizon said to me when they sold me the insurance. I was clearly told it would be a true, new replacment of the original phone.)

Regardless, I guess I'm stuck with whatever piece of junk they want to send me. Word of advice: if you don't want a crappy replacment, don't buy the insurance. Save your money and buy a new phone in the event you break yours. In my opinion, Asurion insurance is crap.

UPDATE: I got the replacement for the replacement on Thursday. It appears to be a true Motorola with the proper markings, etc. Incidentally, although the front glass does appears to be raised slightly above it's "seat", it is staying in place and does not appear to be in danger of coming out. Due to the similar Asurion box and no-name charger, it is obviously not a new replacment, but is better than the prior phone they sent me. Only time will tell if it holds up.