Asurion
reviews and complaints

On 7/11/16, I received an email with an egift card from Asurion company Walmart vendor) in the amount of $84.99. On 9/23/16, I printed the egift card and went to my local Walmart store (store #2174) to redeem it. To my surprise, it only had $24.99 available because 2 "transactions" were done on 8/5/16 in the amount of $60 on Walmart store #9115. When the floor supervisor gave me a print out of the history transaction, she explained to me that store 9115 does not exist. I immediately called the phone # printed in the egift card to find out what was going on. The 1st customer rep. that I spoke to took my information and told me that somebody will contact me within 10 days. I called Asurion company back on 10/3/16 and this time, I spoke with a customer rep called Martina as well as her supervisor Michael (6505973) who indicated that an investigation was going to be done to find out what happened with the $60 missing from the egift card and somebody was going to call me within 3 days.
Today, 10/7/16, I called again because nobody had responded to my problem. This time I spoke with customer rep called September, who I asked to speak with Michael again. She stated that she will put me through with another supervisor (Vince-503464).
During an hour conversation with Vince, he explained to me that Asurion pays a 3rd party vendor to generate the egift cards that are sent and that it is not Asurion's responsibility when egift cards are "redeemed", and/or does not have any control of how this 3rd party vendor uses its computer program to generate the egift cards.

I asked him for the name of this 3rd vendor your company used and he said he did not had the name. That Asurion's accounting department is the one who has this information and he was going to send a request to them on my behalf for them to get in contact with me within 10 days. He also stated that he was not responsible if the accounting department did not call me back due to the "privacy" of this information.

As part of our conversation he said to me that if I thought my egift card was hacked by somebody, I should go to the police and file a report. To what I answered that I will do so as soon as I have the 3rd party vendor name that Asurion uses to fulfill their responsibility with customers that buy product care plan from Walmart.

I am very upset because it seems that I'm not going to recover $60 stolen from an egift card that was generated only for me and somebody within the 3rd vendor Asurion uses, had access to.

It should be embarrassing for companies like Walmart and Asurion to use vendors that do not take the necessary electronic/internet security measures to guarantee the clients’ money.

I want my $60 back and the assurance that Asurion, its 3rd party vendor, as well as Walmart resolve the issue at hand. If customer service is really important, they would take care of this.

I have been researching online regarding the ongoing scam at Walmart with the sale of plastic gift cards and have found hundreds and hundreds of complaints about it and the company is doing nothing to resolve the problem and make the customers whole. It will be very detrimental for Asurion to go through a similar situation where egift cards numbers that are computer generated are being hacked before the clients are able to use them andAsurion company is not doing anything to resolve the problem and hold its 3rd party vendor accountable.

I expect a response from the accounting department or somebody with authority within these companies/vendors to reimburse me the $60.

They will find every way to not pay. I took two phones to South America for safety purposes. I was violently mugged with my S7 in my hand (in airplane mode), but they refused to pay the claim based on the fact that my SIM card was in my other phone (if it wasn't I would have had no way to contact U.S. to have money wired and make it back). Way to back your customers! Crooks.

pleasse dont take insurance from asurion they will tell like for resolving the issue they will take 24-48 hrs and this is my 8th day and they are tlling the same then i asked why you are twlling the same thing 24 to 48 hrs is not 8 day and they are repliying that they can do like this only then i asked them to transfer the phone they are telling like the same thing only the other officers will be telling ...its a mafia pleasee dont are customers foool?

Asurion handles the warranties for Amazon watches and put me through TWO years of hell. The Bulova watch fogs in air conditioning. I kept sending it in for service and it came back unrepaired three frigging times. Supervisor "Peter" said he didn't know why service center kept returning watch unfixed, but it passed their pressure tests. To get it to fog all they needed to do was put it in the office fridge or stand in front of an air conditioner! Asurion interns should take over testing.They promised a refund after three returns, then said no, you have to do it a fourth time. Months ago they claimed refund was confirmed and days away from account, then it did not show. Months of calls and still no refund. I believe Asurion has a corporate strategy of wearing people out.

Filed an AT&T Asurion damaged iPhone claim using their website 3/1/2016, then called Asurion the very next day (3/2/2016) to cancel claim. Asurion representative said the claim was now canceled, but next day (3/3/2016) replacement iPhone arrived by FedEx. Called Asurion, but phone routing excluded option to talk to a person, rather it offered to give me the FedEx tracking number, so I called AT&T who got me in touch with an Asurion person, who then hung up on me. Repeated the AT&T to Asurion call two more times, the third time I insisted AT&T stay on the call with me and Asurion until it was completed. They apologized for not canceling claim in time and said to open box and apply pre-printed return shipping label, mail replacement phone back via USPS. Two months later the deductible fee ($99) shows up on my AT&T monthly bill and Asurion says I never returned the phone. After four calls and again involving AT&T Customer Service an Asurion supervisor was able to find the pre-paid shipping label's non-USPS tracking number and gave me the website to track the package (tracking.smartlabel.com). No status. Getting harrassing calls to my cellphone demanding I return the phone I already mailed back. I plan to ask Asurion for the IMEI id of the replacement iPhone so I can ask AT&T to see if it's been activated on their network. Wish I obtained a USPS receipt when dropping the pre-paid shipping package into the mail.

Bought Samsung phone for granddaughter at walmart for 2015 Christmas phone quit working after 4 months. Purchased 2 year protection at same time. Was told they do not cover it because it is still under Samsung warranty. Samsung says it a leased phone to straight talk let them take care of it. Usual runaround. On phone with Straight Talk no help.

Don't deal with www.asurion.com and don't get the insurance. I thought it was a great idea to get an insurance in case of something happens. When my device broke I immediately contacted Asurion, but they refused to even take a look at my case. They did absolutely nothing to help, but they still took my money! All they said was that I have to buy a new phone, because there was no way to fix the old one. What about my insurance? They did not even look at my phone, so there was no way they could know that there was no way to fix it! Terrible!

I bought a Bissell vaccum cleaner from walmart about 4 months ago with that I purchased 2 Yrs asurion protect plan. From couple of days back their is a sound coming from my vaccum cleaner.So I talk to Bissell customer care first they told me to go to the service center. I went their the brush is having a problem and it is broke down. But the brush is wear & tear Item so that will not be covered under manufacture's warranty.But as I took that asurion plan it's written their that wear and tear items also covered under this plan from first date of purchase. So i talk to asurion customer care now here is the main thing. They are telling that will cover the parts after manufacture's warranty not from first day(It's already written on your brouchure). and we will cover only power surge items. this all is wrongly written on brouchure making fool to the customer. if you are covering items after manufacture's warranty then why did u wrote that item is covered from date of purchase including wear and tear parts. this is a very bad service which I had in my life. I talk to Walmart management with that because I purchased because I have a faith in walmart.I have really bad experiance with asurion and I will definately tell my experiance to people's. If you guys still have something regarding customer relationship so give me call on my mobile [protected] to discuss this issue.againg 0 stars for the service provided by asurion.

Hi I have bought this rival microwave oven serial no : 318 [protected] on the date of 12/01/14. This product has caught fire and not working any more. I have contacted Asurion for several times and also had live chat with them. They told me they have registered the product online but i can't see it and i don't get any notification in my email The person Collyn just disconnected the conversation suddenly. I have contacted the customer service dept. thrice and I definitely have the call record and history as proof. They have told me my claim status is under processing and some specialist will be answering about the claim progress after waiting more than 1 hour over the phone no one responded. They have asked me to send my receipt copy to them and i have emailed it on 19th of November at [protected]@asurion.com but they have said it will take 3 days to response but no one ever responded yet. Help me please

I have signed the agreement with the company Asurion Insurance Services and I took 4 phones for each member of my family. I have paid $15 per each phone and one night my daughter was out and she lost her phone or someone stole it. We didn’t know it precisely. I have spent 2 hours on the phone with the agent, but he told me that there was problem with my claim and they could resolve the problem. I was surprised to hear such excuse.

The company Asurion ATT fooled me. I have sent two phones for the repair, but 2 weeks later I got the notification that these guys haven’t received the items. They told that they would wait 5 days and if the items didn’t arrive, they would ask me to pay $400 within 30 days. It was legit fee, so I needed to pay it. The company lost my phones on purpose, because they wanted to get more from me.

I bought a $700 laptop a little over a year ago. So when the folks at Office Max asked me if I'd like the extended warranty, I said "Sure! Not like I can go buy a $700 laptop everyday!". So I paid an extra $200 for a 3 year warranty. Loved the laptop, until it started acting really odd. If I picked it up from the front side, it would reboot. And every time I'd start a program, I'd get a grey screen. My husband and I took it to Office Max and the worker there agreed it was indeed a hardware issue. Luckily I still had all my paperwork and the company was good about sending the box right away for me to send it back in. Less than a WEEK later...my laptop is back, with a note that says "tested, passed, fixed". They did NOTHING. I was missing a rubber foot off the bottom of the laptop and they didn't even replace THAT. I've emailed them twice with no response. I am going to attempt a phone call and the BBB will be next. Buyer beware!

i bought a dell laptop 15.6 the hinge broke I just wanted it fix no big deal they offered to send me a gift card for half of what I paid they refused to offer their end of the deal I spent 40.00 for insurance I was told by office max they would fix anything and asurion is cleary not these are FRAUDS DO NOT BUY THIS PLAN YOU WILL NOT GET WHAT YOU PAID FOR

I been waiting to recieve my money back from asurion for about 4 months and i have been lied to by customer service representatives as well as the supervisors...they always apologize and say they are sending my check which has never came thru...and then they say the will call me back which they never do...i will never purchase insurance thru them again...im so disappointed and feel manipualted and lied to every single time i call.

I bought a Hoover Windtunnel Vacuum from Walmart, online in Sept. 2013. It just broke down yesterday Dec. 9, 2014. Its just been a little over a year, not good. Thankfully, I purchased a 3 year warranty! I figured I would have to take it somewhere to be repaired, or they would sent a credit card to replace it. Not so! They said, "We will send you a mailing label". A mailing label for my vacuum that weighs 30 lbs and stands 3 feet talI and I have no way to pack and protect it from being destroyed in the sending? Not to mention the weeks I will be without a vacuum through the Christmas season? How do I clean my house? This is unacceptable. I called to tell them so and explain I could get it fixed that day, but shouldn't have to pay for it. They said they won't pay for me to get it fixed. They also won't send a proper box, packing material, etc. That was up to me. They would just send a label. They CS agent ended his comment with, "You are not required to send it in, mam." Duh! I only have a vacuum that doesn't work, a warranty that is no good and a vaccuum service guy nearby that I will have to pay for.
Just to give some back ground, a previous Christmas, we bought two AirHogs for our kids. Cool little flying helicopters. They lasted until July of the next year (6 months) and then wouldn't fly anymore. My kids were pretty careful with them. They occasionally bumped things, but they didn't crash them or trash them. They just stopped flying. Not to worry...I had bought warranties! So I called. Couldn't get through. So I filed an online complaint. Problem was there were two copters on the same receipt and the online claim only let me file one. Back to the phone. I finally got through. They don't fix the helicopters. They can't replace them because they are seasonal. So they will send gift cards for the amount. But first, we have to ship them back. They will send mailing labels. I even got an email saying they were sending mailing labels. I never got mailing labels. I emailed. I called again. No one ever answered the emails. I could never get through on the phone (once I punched buttons for existing claim maybe?) I figured that was how they made money; people buy the warranty, they never do anything. I'll never buy a warranty again. Problem is, this had dragged on through October and I had already bought my shiny new vacuum with, yes a Walmart warranty.
Funny, while I was on the phone about the vacuum the CS guy first asked if this call was about the Air Hogs. I answered, "Well it could be, because you guys never followed-up on that claim" He was really sorry, but that warranty was now expired. HE would be happy to re-open the AirHog claim if I wanted to pay to extend the warranty though!

Lost my iPhone a week ago...been paying ATT Asurion phone insurance for over 5 years and never filed a claim, until now.Insurance contract states Asurion will replace my phone with an equal or better phone within 1-2 days.

Day 1 of claim...sorry, we don't have any replacement phones for your iPhone 4s, they are on backorder, call back in 3 - 5 days. Day 2, still no replacement phones, call back in 3 - 5 days. Day 3, Asurion tells me they are happy to replace my iPhone 4s 64g with an iPhone 5 16G. Since I've never filed a claim, my "declining deductible" will only be $62.00.Uh...can you say not no but *** NO!

After approx. 1.25 hours of speaking with ATT and Asurion, an ATT customer service rep tells me I will be receiving an iPhone 5s 64g but my deductible will be $199.00. After another 30 mins. of "discussion", my deductible is reduced to $99.00.

Ok, I agree, just give me a *** phone. I truly believe Asurion and ATT's tactics are to frustrate the consumer to the point where they just roll over and give up. I'm there. Day 4, I check online for a tracking number on Asurion's claim form web page and now I'm getting a refurbished iPhone 5 64g.

I call ATT back, reinvent the wheel, go thru the WHOLE frickin' story again, and am told that I must contact Asurion. I call Asurion back, reinvent the wheel, go thru the WHOLE frickin' story again, and am told that a refurbished iPhone 5 has already been sent. After almost another hour of "discussion" and terminal hold time, Asurion customer service tells me that they will cancel the iPhone 5 that is supposedly already enroute, send me the iPhone 5s, and do me the favor of reducing my deductible to $99.00. Back to where I was a day ago.

Mind you that my iPhone 4s is a "tier 2 device" and the quoted deductible for a tier 2 device is only $62.00. Day 5, I log onto Asurion's customer phone claim web page to get tracking info and all I get when I enter my cell number is "invalid entry". MORAL of this tediously long story is...CONSUMER BEWARE! ATT AND ASURION DO NOT DELIVER ON THEIR CELL PHONE INSURANCE CONTRACTS!

SAVE YOURSELF THE TIME, MONEY AND AGGRAVATION, STICK 10 BUCKS IN A SOCK IN YOUR UNDERWEAR DRAWER EVERY MONTH AND THEN WHEN AND IF YOU LOSE YOUR CELL, GO BUY WHATEVER CELL PHONE YOU WANT WITHOUT HAVING TO DEAL WITH TWO OF THE MOST ASSININE COMPANIES I'VE EVER HAD THE DISPLEASURE AND MISFORTUNE OF DEALING WITH.Continuing ATT/Asurion drama. Yesterday I received an iphone5 64g refurbished cell phone. NOT the iPhone 5s 64g that I was promised by at least 3 different Asurion customer service reps and an ATT rep. Needless to say, i am disappointed that Asurion and ATT not only mislead me, they treated an excellent long standing customer who NEVER filed a claim before very poorly.

But wait, it gets better. IF YOU ARE A CELL PHONE INSURANCE CONSUMER ( SPECIFICALLY ASURION), YOU NEED TO READ THIS! After receiving the refurbished iPhone 5, I called Asurion. Note that I am unable to even log on to the Asurion claim web page, I enter my cell number and I get "INVALID ENTRY".

*** monkeys, don't they know that won't make me go away? But I digress, I call them and of course say "hey! what happened to the phone you promised me, you know, the iPhone 5s 64g?" Guess what? THEY HAVE NO NOTES ON MY CLAIM DOCUMENTING THAT I WAS PROMISED THAT PHONE.

Why am i even surprised? I'm so disgusted that I decide to file a complaint with the Better Business Bureau online. Done.Today I set up the voice mail on my refurbished replacement phone and receive a voice message from Asurion asking me to call them back to complete the REORDER! So of course i'm thinking Hallelujah!

Asurion is going to honor their promise. I call Asurion and am immediately transferred to their legal dept. Asurion rep tells me he is in receipt of my complaint to the BBB and gives me an opportunity to discuss my complaint. He assured me that they are more than willing to refund my deductible and I can return my phone if I am so unhappy.

And that leaves me where? NOT a very realistic option since I am already more than a week without a phone, which is my business phone. In all fairness, he promises to investigate my complaint while assuring me that I didn't have an iPhone 5s 64g so they don't have to replace my phone with one, kind of brushing aside the fact that they told me no iPhone 4s were available.

At the very least, I expect that this makes Asurion consider some additional training for their misleading (lying) misinformed (lying) unknowing (lying) agents so that they don't promise things to customers that they have no intention of fulfilling.MORAL OF THIS STORY: IF YOU'RE GETTING SCREWED BY ASURION/ATT AND IT'S NOT CONSENSUAL, SCREAM TO THE BETTER BUSINESS BUREAU, AT LEAST THEY WILL PAY ATTENTION!

Asurion who provides extended services plans for OfficeMax and the OfficeMax assurance program is the biggest consumer fraud/rip off program I have ever dealt with. The Max Assurance plan exists to build additional gross margin for Office Max and their stores but with over 1000 complaints, terms of agreements not being fulfilled, and failure to fulfill the terms and obligations outlined in the service contracts, BUYER BEWARE!

I purchased a Serta Office Chair from Office Max #1341 on 2/17/13 and was sold the extended service plan by sales associate Maggie, I was told and as is outlined in their service program brochure, I had a three year chair warranty:FIRST LIE

I dealt with a broken arm on the chair with True Innovations in the first year, That same year the seat cushion upholstery was replaced by True Innovations. The replacement seat also broke so outside of the manufacturers warranty of one year, so I called Max Assurance and also emailed them a copy of my receipt. I also saved all my emails.

In their own plain language contract after three separate repairs, they replace the product: SECOND LIE

So I call Max Assurance and deal with Kerry a service adviser, who in the next interaction became a Supervisor...apparently Office Max's call Centers switch roles and responsibilities depending on which day you call ( fraud). The I spoke with Taylor who claimed she was a supervisor also and she told me there was nothing she could do for me if I wanted a replacement product even though True Innovations still stocks both this chair and the parts for it. Do not shop at OFFICE MAX because they fail to fulfill the terms and conditions of their products.and their extended Service Plans provided the ASURION. I intend to file a BBB complaiint and also review with an attorney their limits of liability and language in their contacts. The ASURION/OFFICE MAX relationship is a scam, and if you shop there or purchase an Extended Service contract from ASURION...you will be RIPPED OFF!

First off, you have to jump through a number of hoops to even get started. They want a signed affadavit that you have to print out, fill out, scan, and then submit along with a scanned copy of your ID. Then, once submitted, good luck hearing anything at all back from them. I heard nothing after a week, so I got back online and entered my information again. The site responded with "You already have an open claim, would you like to resume entering?" I clicked YES. It asked for my claim number. Since I never heard from them in the first place, I have no clue what my claim number is. So the help page tells you that you can enter the rest of your information and they'll email you your claim number. Okay, sure. I did that 4 times and still, no response, no email. I checked my inbox, my junk folder, etc... Nothing at all. So I go back to look on the site again. This time they tell me I already have a claim and would I like to continue pursuing it. Since that didn't work FOUR times, I found another button that said "Cancel Claim". Perfect. I entered the information required and it returned to the "resume claim" screen. Thinking that maybe my previous claim was cancelled, I entered the necessary information and... What a shock... It tells me I've already got a claim filed and would I like to resume it. I did this another 4 times, cancelling every time and asking for a response. Zip, nothing, nil, nada. Zero communication, nothing resembling any sort of progress. Okay, now I'm beyond frustrated. I find a "contact us" button. I click it and there's no entry box for your information, no chat, not even an email address to reply to. It just lists a number for Verizon Wireless.

That's it. Total and complete failure for this company. Want insurance for your phone? Don't go anywhere near these horrible people. Abject trash and abysmal customer service. Actually... NO customer service. Don't waste your money and please spread the word that this company is worthless. They should be embarrassed and so should Verizon and any other company that utilizes their service. Actually, their complete lack of service.

Worst customer experience ever. Asurion - Phoneclaim.com is truly the bottom of the barrel.

These guys are just awful. They WILL find a way to make you pay the full $150 deductible, and then they will ship you faulty used hardware. If you crunch the numbers you are far better off to save the monthly fees and the $150 deductible and just buy a used phone if you need one. I'm on my 3rd faulty phone from them, and they are rude and manipulative to deal with. Avoid them! Consider yourself warned!

Purchased a silver HTC One from Sprint. (I carry 5 lines with them and have used them for years) I paid approx $200 for this phone. Three days later it fell out of my pocket and landed in a puddle of water. The Sprint store said I had to place a claim with Asurion. Asurion charged me $159 and was supposed to ship fedex next day as I put the claim in before 10pm.
Instead it took Asurion 8 days later to send me a phone, it was shipped 2 day ground instead of next day air and the phone is black even though the shipping invoice states they sent me the white (silver). So I have spent over $359 for a refurbished phone that isn't even the color I wanted and no one at Asurion or Sprint has been willing to assist in rectifying the situation. I know that the insurance doesn't promise the same exact phone but considering I only had it 3 days I really feel ripped off having to pay the deductible and getting a refurbished phone to add insult to injury.