Asurion is one of those companies that provides insurance for loss/theft/damage to cell phones. After having one phone stolen and another lost, we decided to pay the $5.99 a month to get the insurance. So when the last phone was badly damaged, we went in to T-Mobile to request a replacement phone. First they tried to give us a replacement that wasn't of the same quality as the damaged phone-we refused and a MotoRazr was then offered. We Ok'd that one, and in about 5 days the phone came DHL, but only the phone, no manual. So I called the insurance company to ask for the manual, as all we received was 4 photocopied pages of the basics ...and nothing for the more advanced uses of the phone. The CSR on the phone apologized for the lack of a manual and promised that one would be sent out immediately. A week later, nothing, so another phone call. This time the CSR said the manual was on backorder and would be available in 2 weeks....another wait and nothing. A 3rd call was made and this time the CSR said that a manual would be sent out by DHL and a tracking number was provided. Still nothing. So yet another call, in which I asked to speak to a supervisor. Finally I was told that while Asurion was willing to send a phone (refurbished as that---the fine print was in play at that ) they did not have manuals and did not send any out. So I asked why all the lying???? The CSR's were playing by the script that the company gave them- why all the lies? Why a DHL bogus tracking number? Why couldn't they just be honest instead of wasting all this time and causing such a negative reponse? JUST BE HONEST AND TELL THE CUSTOMER THE TRUTH FOR A CHANGE.
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