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Asurion
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329 complaints
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6:38 pm
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Asurion - Home depot maintenance contract for whirlpool refrigerator

Hi There I placed a service request with Asurion on April 27, 2022. The case was assigned to MGR Appliances. MGR’s tech arrived on the morning of April 29, 2022. The tech said the refrigerator was working fine. However, he did not speak or understand English, so I could not communicate with him very well to explain the problem. Finally, he left and said...

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A
9:30 am

Asurion - RCA 65 inch TV

Claim was denied as it was not covered. Yet this TV is not even 2 years old, the screen is freezing and breaking with no explanation. Walmart pushed for this insurance policy yet something that happens to this TV that is out of my control is NOT COVERED? How is that even possible. This is absolutely despicable that I am paying for warranty and you guys are not even covering something that is happening to your products that you say "you are covering"! I need to know what is all covered ?

Desired outcome: Coverage! Fixed TV to be able to use it, I don't even care if it was a reimbursement or a switch! I want a working TV that I paid a lot of money for. That should last more than 2 years. If I am paying for a warranty, Cover the product

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Asurion - iPad Repair

I brought in my 7 year old grandson's iPad for repair of a crack in the screen. When I finally took back the iPad three weeks later the screen was destroyed and the battery had been ruined in their attempt to fix the screen. The employees were impertinent and incompetent and the iPad needs to be trashed without any trade-in value. They were disingenuous about what was happening throughout the weeks and couldn't care less about my situation — they didn't feel it was their problem at all. This was the store at 16th Street and Camelback in Phoenix. Asurion should replace the iPad with a refurbished one and hire people with a sense of responsibility and a desire to service their customers. What a disaster.

Desired outcome: Replace iPad with a refurbished one at a reasonable cost (with a credit for the iPad they ruined).

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4:18 pm

Asurion - Asurion cell phone repair service - refused to reimburse

I had cell phone repair protection thru Verizon by Asurion. when phone had broken I spent 3 days trying to make an appointment and Ubreal ifix in Wayne NJ. This store accepted my appointment and then when I arrived they were not open! I found they were only open 3 hours per week.

I found another servicer that was able to fix the phone a few days later expecting that Verizon/Asurion would reimburse for this repair. Asurions answere was to bring it to a repair shop 40 minutes away which I could not do. I spent $207 to have ths screen repaired and need asurion to cover this bill. I can provide al documentation

I also have secondary insurance that would cover what asurion doesn't cover so i am willing to make this easy if asurion providess written document that they will not fix this phone . if the other coverage reimburses I will consider the case closed.

Desired outcome: Payment for screen repair or letter stating that this phone was not eligible for insurance repair

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4:27 pm

Asurion - Ipad

Sent my Ipad in January and it's now March 28 and I still don't have my device. I've been calling almost everyday since the last week in January. No supervisor is ever available to speak with me. No call back was ever made to me. Asurion lost my package and tried to say I never sent it. I never received a call back or replacement device. I was given a run around every time i made a call in. Every call made in I was told i would have to wait 2-3 business days for anything to happen even a call back from a supervisor.

Desired outcome: I would like a refund for my device. I could've sent my device elsewhere and had it fixed. However, I don't have a replacement or a broke device to even go have fixed.

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12:34 pm

Asurion - phone replacement

I filed a claim yesterday morning 03/02/2022 with asurion for a replacement iphone 13 pro max 128gb sierra blue now i was told that my package will arrive today 03/03/2022 but i was told that my delivery was cancelled and will not be sent out for 03/04/2022 ive explained my situation to the representative and she informed me that i will be getting my package today . Being that this is no longer the case i have a huge problem .

Desired outcome: reimbursment

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8:49 am
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Asurion - I would like asurion company to assist their customers when needed instead of giving then the run around.

I am a customer of at&t. My iphone stopped working on 2/22 and I was paying insurance on the device. When I called asurion company at 1-888-562-8662, they tell me that they cannot process my claim because my phone is listed as a samsung galaxy and not an iphone. They told me to call at&t customer service to get that fixed. I called at&t and they updated my...

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Asurion - asurion home protection

I sent in my iPad in for service because the screen was cracked. It worked just fine but I was worried about my littles cutting their finger as they are always using it. My iPad came back with a new screen but it wold not turn on. The screen was covered with horizontal and vertical lines in varies shades of grey. I called them and they said to send it back again. I sent it back for them to fix and I got a notice after 3 MONTHS! saying they would be replacing my iPad, because it wouldn't turn on. Today I got as check for $106.00. They are suppose too replace it, not send me a ridiculous amount of money that will not get me an iPad.

Desired outcome: I want a replacement iPad, just like they told me they would do. I have no photos as they kept my iPad.

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D
Mar 21, 2022 8:37 am

Wow, sorry for your problems. I’m in the midst of having a claim resolved on a 52’ flat-screen t.v. and I must say this hasn’t been the easiest company to work with.

I’m now holding my breath!

Good luck.

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E
11:37 am

Asurion - LG Refrigerator repair botched

2-23-2022

Our 6 year old LG refrigerator broke down on December 27th (the LG warranty is for 5 years). On the 27th I contacted LG for a repair contractor in our area and they suggested we contact Asurion in Nashville, TN. Following is the sequence of events detailing the failed repair of our refrigerator.

1. Our refrigerator was operating as we could hear the fans, lights, and the compressor running. However it was not cooling or freezing. We contacted Asurion and a Tech came out on Dec. 30th to determine the problem. A new circuit panel was ordered.

2. On the second appointment a new tech came out and said the wrong part was ordered. He said he would order the correct circuit panel.

3. The correct part was ordered and the next 4 Asurion appointments were cancelled (no one showed up or called to cancel for 2 of the appointments and the other two additional appointments were cancelled with an e-mail).

4. The circuit panel arrived along with additional parts (no one from Asurion knows who ordered the additional parts). For this appointment (3rd) 2 techs arrived and installed all of the new parts and the refrigerator began working correctly (cooling and freezing). However three days later the unit broke down again (not cooling or freezing but it was running, fans, lights, etc).

5. I contacted Asurion requesting a service call. A new tech arrived, Michael (the fifth tech on the project) and after a thorough inspection he said we needed a total re-build (evaporator coil, fans, compressor, etc). Parts were ordered.

6. The parts arrived and the same 5th tech (Michael) that ordered the parts brought a helper to install everything. While installing the new parts the Asurion tech tripped our home circuit breakers twice, indicating he shorted something out while installing the new parts. In doing so he burned out the new circuit panel. At this point the refrigerator no longer ran, no compressor running, no fans running, no lights, etc. the unit was completely dead. The tech left.

7. A seventh tech arrived (Joe) to access the damage caused by the 5th and 6th techs at the prior appointment. He checked everything out and a new circuit panel was installed and promptly burned out while the tech was on site.

8. The seventh tech (Joe), from the prior appointment, installed additional re-placement parts another new compressor, evaporation coil and circuit board. Once again the circuit panel promptly burned out. Joe the Asurion tech made several calls and upon completion of the calls said the unit was not repairable and that we would need to purchase a new refrigerator.

Now 53 days have passed since my original call to Asurion) totaling 12 appointments (4 were cancelled by Asurion) with 7 different technicians ordering and installing new parts (LG shipped the wrong parts twice), LG told the Asurion tech that we would not be charged for the parts or labor.

It is very clear to me and the folks I have talked to concerning the Asurion repair process that Michael the Asurion tech clearly “burned up” my refrigerator with the 2 short circuits tripping the homes circuit breakers.

During the 53 days with no refrigerator we lost over $300.00 in spoiled food, had to eat numerous meals out, purchased several coolers and bought ice daily at a cost of approximately $2,000.00. Now I am told I have to purchase a new refrigerator. Thus far LG refuses to refund the original purchase price of the refrigerator since our unit is out of warranty.

It is my belief that the Asurion Tech when installing parts created a short circuit that according to other Asurion Techs cannot be repaired. Now I am out of pocket approximately $2,000.00 as outlined above plus the cost of my original LG refrigerator at $1,171.40, plus I have to purchase a new refrigerator $2,194.99. Now I am out of pocket $5366.39 due to a botched refrigerator repair.

I respectively request Asurion issue me a check for the original cost of the LG refrigerator for $1,171.40. Asurion’s decision to ignore my request will result in me potentially securing legal counsel to represent me in court. At this point not only will I request reimbursement for the original cost of the refrigerator but my entire out of pocket expenses during the repair process and the cost of a new refrigerator.

In addition my wife, three sons and I have over 1400 face book followers where if you refuse to work with me on this issue we will post an abbreviated message of our experience with Asurion. Additionally asking our followers to re-post our article.

CC LG HDQ

Sincerely:

Eugene Bishop

771 French River Road, Nolensville, TN 37135

615-440-6275

Desired outcome: Reimbursement for a portion of my out of pocket expenses do to a botched refrigerator repair by the Asurion repair team

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Update by E G Bishop
Apr 15, 2022 8:46 am

Asurion has resolved this issue to my satisfaction.

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D
Mar 21, 2022 8:37 am

You really have had to go through an ordeal!

I’m presently working through the Asurion process to have my 52” flat-screen repaired or, failing that, to get it replaced.

Holding my breath now after reading of your problem.

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11:56 pm
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Asurion - Cell phone insurance claim

I filed a claim with Asurion for my broken Samsung S20 Ultra 5g. They claim you will get your phone next day, but it took three days, and once I received my phone it was the wrong phone. They sent a Samsung S20 5G (UW), which is way smaller, and worth $700 less. When I called to tell them about it, they started the claim over, but neglected to tell me they...

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Asurion - Attempted repair of my lg refrigerator

To Whom IT May Concern at Asurion, Nashville February 18th, 2022 Our 6 year old LG refrigerator broke down on December 27th (the LG warranty is for 5 years). On the 27th I contacted LG for a repair contractor in our area and they suggested we contact Asurion in Nashville, TN. We contacted Asurion and a Tech came out on Dec. 30th to determine the problem...

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12:29 pm

Asurion - Scheduled service not honored

I cracked my phone screen and filed a claim. I was informed I could either go to a store or have someone come out to me, I asked for someone to come out to my place of work as this was much convenient. Time I was was given was a window between 9 and 11am, called Asurion to confirm time window at 10:30am and I was told they were on their way. Waited and at 12pm I called them and was informed that the technician did not have the part and decided not to come with no notification whatsoever, as if my time didn't matter. I cancelled an appointment and rescheduled for tomorrow. Unprofessional and inconsiderate is my opinion of this service.

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11:28 pm

Asurion - Asurion service to deliver and assist in setting up my phone

2/14/22

I already had dealt with a total lack of customer service from AT&T when I got to Asurion..I finally felt a little relieved that we found out we had insurance coverage. I went online and filed a claim to request a new phone from Asurion. I selected the option to have a rep come and help me set it up with the delivery.

I was ready at 6:45pm, my time slot was 7-9pm. My husband received an email saying she, Alexis was on her way 7:19pm. My front door was open and I was close to the front door the entire time 7-9pm. I also have two large dogs that hear the second someone is close to our driveway and bark loudly.

9pm came around and no Alexis. My husband received an email from Alexis saying she was sorry she missed us but she dropped the phone off. There were no instructions with the box and new phone (not the original color phone I had). She said to call or text with any questions, we called & text many times and no response. The number she left was 615-461-4782.

The iphone box had no instructions on how to set-up. My husband and I have spent the last 75 minutes trying to find someone to help me.

Desired outcome: An apology? How about a refund for the 'crappy insurance' with AT&T. I have sent a complaint into BBB as well as posted on your facebook page. I will continue to find other places to post my complaint until I feel I have been heard.

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Sounds frustrating Lara. However it would seem she did drop off the phone and the dogs never alerted that she was there.

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J
4:27 pm

Asurion - Phone insurance

When you make an appointment with them to come out and fix your phone. All they keep doing is cancel and reschedule only to cancel that appointment. Tree times they did this to me.

Then when you call them they keep putting you on hold for hours just to talk with someone. Asked to speak with a supervisor and all they did was put me on hold for a very long time only to come back and say no supervisor is available at the moment.

Desired outcome: They need to be investigated lack of customer service. Customers are paying for a service they will never get.

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5:11 pm

Asurion - payment not received

My claim 1638292573 was opened 09-07-21. The Frigidaire Built-In Microwave Oven purchased at Home Depot could not function. On 09-14 the technician from Penobscot Appliance Repair, Inc. tried repair the microwave oven but did not have the parts. On 12-15-21 your "resolution team" told me via telephone that the repair company could not get the needed parts. I was told that you would mail me a check within 2 weeks in the amount of 392.00 (approx.) because my microwave oven could not be repaired. I have not received payment.

Desired outcome: Please fulfil your contractual obligation and send the payment to me.

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J
Feb 04, 2022 8:37 am

We filed a claim on December 27, 2021 to have our washing machine repaired. After several of calling and complaining to Asurion, a Sears repairman came to our home and told us the washing machine could not be repaired. He stayed at my home for over 30 minutes attempting to contact Asurion. He was not able to get thru to them. He told me to contact them in about 48 hours, they would have his report by then. I've called and contacted Asurion on numerous occasions. Sometimes they tell me my case has been sent for resolution (of course in a different department that they are unable to contact) or else they tell me the repairman has not given them the report. I have been told several times the repairman told them it could not be fixed. We are on day 39 and still no resolution, although my case now appears as closed. I have no clue what to do next.

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Asurion - Phone claim ,for destoyed phone

I accidentally left my phone on the roof of my car and drove off . The phone fell off the car on a busy road and was ran over by several other cars . I recovered a mangled piece of the phone but was able to extract my simple card from it to put in a backup device . My backup phone failed to continue working after a few days . I contacted asurion to file a claim on my device, and at first did not realize I still had the broken piece of the device .the asurion agent instructed me to file it as a lost device . I did so but they did not accept the claim . Over the following 7 days I have been forced to refill the claim more than 4 times at the direction of each agent I spoke with . Each time I was assured it would be handled . Today I called yet again and asked to speak with a supervisor and the asurion agent put me in hold for 25 minutes, when the line was picked up they had transferred me to a Verizon agent who did not know why they transferred me to him . He tried to help and tried to contact asurion but he was having problems getting help from them as well . I have nit been able to work or answer my emails due to the loss of my phone . I'm forced to borrow a phone from a friend in order to contaCT them but each time they take so long that my friends need to use their own phone or go to work etc. Asurion is asserting that I'm being fraudulent bit in fact it is they who are at fault . Each of the agents proving less capable than the last . 8 days and no resolve . My name is Andrew Borsos, my phone number Is 7078898559.please help .

Desired outcome: I just want my phone

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Asurion - LG refrigerator repair issues

I contacted Asurion on December 27th, 2021 to request a repair service for our LG refrigerator. The first appointment was on December 30th to access the problem. The part was ordered (an electronic board) and arrived the next day. I called Asurion to schedule the appointment to install the deflective part, and the appointment was scheduled for January 3rd...

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9:47 am

Asurion - warranty service for printer

On Dec 7th I notified Asurion that my printer failed to function. They told me that they would ship me a box to send it in for service. After the slowest shipping ever it arrived and I packed off my printer. I received it back at the end of the month and it arrived covered in ink and did not work at all. I called them back and they told me that the problem would be escalated which means absolutely nothing because I now have to wait another 12 days to receive ANOTHER box to send it back. The service is terrible and since the problem is the shipping method I do not see that going the same route will fix the issue. I tried asking for a shipping label by email to help speed things up or a local repair center but it seems their model is completely rigid and there is no scope to think outside the box...literally. At this point I probably will not receive the printer back until the end of Jan and IF IT WORKS that will be almost TWO MONTHS to repair it. Ridiculous!

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Asurion - Replacement Service

Brought in my xbox 360 to ubreakifix back in early December 2021. Paid the replacement fee. (Heard back that the device cannot be repaired so they would replace it.) NEVER RECEIVED ANY FURTHER COMMUNICATION! I called several times and kept getting transferred to another line. On hold for over 20 minutes and when they answered they hung up on me saying they couldn't hear me.

THIS IS B.S.! Horrible service.

Desired outcome: do what you are being paid to do!

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Asurion - Asurion home protection plan

I called dec.3 2021 to try and access my claim. I called in first person I spoke with had a bad connection couldnt hear me. The woman calls me back but then has complications again hangs up in my face and recieved no call back. I started this conversation with the between 6-7pm that night. When I woman hung up I was left with no option but to go to the my...

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Phone numbers

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Website

www.asurion.com
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