Despite tell the rep that my mother is unable to navigate a smart phone, a smart phone was sent out. On receiving the smart phone, I called to remind them that at 96 years old, she is unable to use a smart phone. The customer service rep (who was in the Philippines) was very pleasant and assured me that an exchange would be done. Three weeks later, having not heard from them, I called once more. Again I got a rep based in the Philippines who was very cordial and assured me that this would be taken care of. There did not appear to be any notes as to my request for a simpler phone. She asked how I could be contacted in the event the call disconnected. The call did disconnect but no one called me back.
The Assurance phone system is a nightmare and impossibly frustrating. So after several calls I finally spoke to Manuel in technical services who told me that before the exchange can be arranged the phone has to be activated. I am waiting for that dept to call me to proceed with the activation
I sincerely hope that the Assurance management team read these reviews and put in place procedures and processes to improve their service. For instance, it should be standard practice to ask customers over the age of 80 whether or not they would like a smart phone. What is the point of sending out a client a Lifeline that they cannot use?