I thought I'd update and write a fresh review because I was unable to contact anyone from Esurranty for several months, despite numerous emails and calls. It wasn't until I left this bad review that finally they responded - how surprising!
I'll be fully transparent here now that I understand how esurranty conducts their business. I bought two policies this time last year. One phone broke so we received a new one. Sean Henson was the claims reps that handled the claim. It took awhile and I would email Sean and he wouldnt respond but eventually he would respond. We received the phone and it was defective. Here is where I did not follow their instructions - their instructions say to contact the general claims email box within 24 hours.
First, it's sometimes impossible to know the phone is defective within 24 hours. For example, our situation was that it wasnt getting consistent LTE service among other thing and those things are difficult to diagnose right away.
Secondly, I emailed Sean Henson directly because he had been handling my claim. He flat out ignored me for several months. I've been trying to reach him since July - it is October. esurranty said I did not follow their instructions by opening a new claim. This is true. but I did contact the SAME person I was dealing with. I also called their phone numbers and left messages. I called their claims number and sales number figuring someone would at least answer the sales line. Both line say they will return my calls and neither did.
Then my next phone broke. By this time, I was pretty worried esurranty was a scam. On Sept 10, they posted on facebook that all claims would be held up due to Hurricane Irma. Understandable. I held off on contacting them for a week because I figured they were rebuilding. After that, I resumed calling. No answer. I finally decided to just submit my claim because I wasn't sure what was going on - and now my policies have expired. It's frustrating because these are 1-year policies and if esurranty has a policy of never responding to their customers, all policies will expire before they get a new phone.
In response to my comment about facebook, they said that all updates are made on the website and all customers should follow the website. If that's the case, why did they even post a facebook post? If it's not meant to be a formal method of communication, why use it? hat's extremely misleading.
In summary, I made a mistake by not following procedure 100%. However, I think it's really unacceptable that esurranty representatives do not answer you, they do not answer the phone (despite asking you to call by giving you the number on their website) and they ONLY respond if you leave a negative review.
Additionally, several reviews have mentioned if you challenge the credit card charge, they bill you for the price of the phone and sent it to collections. So just beware. All companies can be difficult to work with - I'm well aware but esurranty rises to a level thats just unbelievable. SquareTrade isn't great either but I'll be starting a new policy with them today.
Here's an example of a nice response I received from them:
Food for thought:
If you put this much effort in your claim, we would not be having this little tisk. Perhaps you should get your priorities in order and focus on things that can help you instead of attempting to demonize a company that did their job when required to. Your negative reviews will be pushed to the 2 and 3 page within a month from positive reviews from customers that actually followed the very easy instructions and your complaints will be closed because we follow the letter of the LAW and track everything. All emails from (the horrible) Sean Henson to you are archived, all emails to us are archived, all claims submitted are archived and all of your attempts at extortion are now going into that archive as well so that when we have to answer to anything you concoct, we are covered. Again, I know this may be a stretch for you but perhaps someday you will just take responsibility for the fact that you did not do what you were required to do to get the service that was offered to you and given to you in the past. Again, Have a GREAT day!