Asurion review: Insurance repair

I need help getting my business phone repaired. In this day and age, the runaround I have been given is unacceptable. When I first purchased my phone, the Telus employee told me to go with Telus/Asurion over Applecare. Applecare would have had my phone fixed the same day, but this has not been the case with Telus/Asurion.

Friday October 20th:

Around 3pm I went to Telus Koodoo on St.Albert trail. The person there looked up my account and told me I had applecare insurance (not telus/Asurion) and to go to Mobile Klink to get my phone fixed.

I went to Mobie Klink and they told me to make an appointment and go to the Apple Store.

Went home, made the Apple apt, drove to a different city to go to the nearest Apple store (West Edmonton Mall) waited for 1.5 hours to be told I don’t have apple care and to go back to Telus.

I went to Telus Koodoo in the mall, they told me I HAVE TELUS INSURANCE NOT APPLECARE and to go back to Mobile Klink, which is now closed.

Saturday October 21st:

Around 10am I go to Mobile Klink. They tell me I have to submit an insurance request online before it can be repaired under insurance.

I go home and submit a request. Its under review?

I drive to a relatives home in a different city so I can use a phone. I call Asurion. I am told my claim will be processed within 24 hrs. I asked “do you work Sundays” she said yes and for sure I will get a response by 10am Sunday.

Sunday October 22nd:

Asurion is closed on Sundays. Telus business support is also closed on Sundays. THIS IS NOT WHAT I WAS TOLD BY ASURION.

I drive to Mobile Klink, at this point I have lost 3 days worth of income, as weekends are the busiest for my small business. I am prepared to just pay out of pocket to get my phone because this has been an absolutely ridiculous process. (Also makes me question why I have Asurion in the first place?)

The person at Mobile Klink tells me he doesn’t know how to repair iphones and to come back on Monday because someone will be there who does.

If I had known this is what it would be like with Telus/Asurion I most definitely would not be paying for this service. I have been a business customer for 6 years, and I also pay for Telus internet. I always pay my bills on time and have been a very loyal Telus customer. I need this to be resolved as soon as possible. This is terrible practice for a company that preaches how they help small businesses.