2/5

posted Jul-01-2012

NOTE: My review is based on my experience alone and just that. In no way, shape or form should my review or anyone else for that matter be the basis that you draw you conclusion from any company. Each reader must evaluate his/her own research before reaching a conclusion about any company on this site. No review on this site should be taken as if you will succumb to the same experience, either positive or negative. A review should be taken as simple caution or word of advice to do more research and ask the right questions before entering into an agreement or purchasing something.
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PRO: Easy to buy the insurance/warranty and most of the time it's process within a day. It was easy to also pay. If something is missing, you will get an email right away telling you what you need to do. Alex is a nice guy.

CON:
Alright, let me see if I can explain this in a fair manner. I filed a claim with Securranty and within 24 hours I received an email from Alex letting me know what I need to do. The email was clear and to the point. Some of the items on the list were somewhat hard to do and prolong a claim. I completed all the request within a day and sent an email back with the material.
Now, I had some questions and could not figure out the hours of operating. I searched no the web site and did not see it there. I called the 800 dollar and it was not stated on the answering service. I pressed both option 1 and 2 and it just stated to leave a message and someone will call back. Granted, I was not expecting this company to be opened on the weekend and nor should it be. Everyone has the right to time off. By no virtue is the company opened 24 hours a day.
In the email received during the week, Alex stated that I should email Bernie and to CC him on any questions or concerns.
I received an email to pay my deductible and I complied within 2 minutes. I called several times for tracking number but often it was not available. I did ask for the tracking number several times in the email to Bernie, but it went unanswered at times. I was not expecting that he would have the tracking number within a few hours but certainly the next day it should be available.
My first phone arrived and it appeared to have an issue, to the best of my knowledge and what my carrier was telling me. My phone was missing extra GB card. The original phone I bought came with stock extra GB as it was sold. I explained this to Bernie and I was told that the storage card is accessory and cannot be included. I explained that it came stock and it was not something i bought later after getting the phone. Nevertheless, I was told it could not be replaced. I sent an email to Alex and he was able to get the situation fixed. Thus, Bernie would consider refund the extra storage card, once I bought it. I had to return the first phone because it came stock with software I was not aware of. I was told by my carrier that the software is mostly used for software developers. I then became worried where the phone was coming from. This is not to say that it was coming from non-legit place, but it just sounded the alarm in my head. Bernie agreed to replace the phone.
I then called several times and was told Bernie that the phone was sent out and should be received the next day. The next day turned to 3 days. No, this is not long day by no means, but clear communication goes a long away. I have deep respect to someone who tells me, "I just don’t know when it’s coming, but I will see what I can do to pin down the time." Nothing frustrates a customer more than someone guessing because it may create an unrealistic expectation. At one point, I was told the phone was either ordered or sent out today. Again, these are two different things.
I’m a strong believer that no one should profit for a claim. But, a person should not able be put in worse position after a loss. The simple fact is, you should be put in the same position as you were before you lose. In other words, you should be indemnified[legal term]. If At one point, I was told the phone was either ordered or sent out today. If you own a car with 50,000 miles and the tire has never been changed, you should be given new tires as repair process after an accident. Both, at the same time, if you drive your brand new car out of the lot and get in a accident, the insurance company should be value the tires as if you have rode 50,000 miles with the car. Thus, I strongly believe that any insurance should replace your phone with a refurbished because your phone is not new to begin with.
There is something that I failed to deeply understand. After I made a claim for my stolen phone, the contract would automatically cancel/end, regardless of how long you have owned the warranty. Thus, the saving is not clear at this point. I paid $100 up front and my deductible is $145. So, now I’m $245 already paid. My phone was stolen 8 months into the contract. By comparison, if I had Assurion, the cost would have been the just about the same [$8[what your carrier charges you] a month times 8 months[the time I lost the phone] plus $150 for its deductible, total of $214.00]. I guess you do same if you phone is broken instead of stolen because the deductible for that is $50. However, with all due respect, there are plenty of places that can fix a broken phone for $50-$75, including broken screen. So, you don’t truly have to pay Assurion $150 to fix a broken phone.
I wish I had more of positive experience with this company. But, at the same time, I understand it is not possible for every single customer to have a positive experience, that’s just life.
What I had hoped, now that I look back, is more transparent information of the claims process and warranty condition. One thing I must say is, there is no way that the company should provide you with every step of the claim’s process or what will be needed. That’s like detective giving you all the questions before you provide each answer.
But, I do thing these things can be easily provided:

1.Simple information of what will happen after a claim
2.Who else besides Securranty will be involved in my claim’s process? I learned that Securranty is just the sales company and your claims are handled by complete independent company. Also, you phone is fixed or replaced by a completely independent company. Thus, there are 3 companies involved in your claims process.

3.I would love to know of who will be fixing my phone or replacing it. I strongly want to know who will be fixing it because after all, there is way too much sensitive information on smartphone these days. This is not to say that the company that Securranty is using now is by any means not a great company. But, transparent information lets me make a wise decision. Just maybe, if know this information, I can choose not to buy the product because I don’t want my phone go around the country to be fixed. It's like buying a Dell/Mac Book and you you know that there is pretty good chance its going back to Dell or Apple to be fixed.

4.Let me know that once a claim is made for lost or theft phone my warranty will be terminated and I will have to buy another contract. This allows me to make an informed decision of whether or not this is the right product for me or maybe I should just self-insure my phone.

5.Once you purchase the warranty send the rules and regulations via email and this will allow someone to fully understand what it all intakes. By no means, am I saying you should be given a full refund just because you had buyer remorse. But knowing how the warranty works reliefs a lot of questions let the buy know what he/she purchased. I don’t recall ever getting any package explaining my warranty.

Again, I wish my experience was more positive to detail. In summary, Securranty is good company and Alex is great person that will answer any question for you. I would just wish for more simpler information up front that allows someone to make the proper research of whether or not this product fits his or her needs.

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In response to Alex comment below, nothing about my claim was false or fraudulent. I don’t have time to commit a felony for $600 dollar phone. It is beyond inconceivable to know that person who will go to that lent for such little money. Ethical standards, fair business dealing and integrity, should still mean something in this world. Thus, Alex you may wish to retract you statement also of what you stated below.

This review was modified by Paulodean on July 12 2012 07:37:06 PM

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