Asurion
reviews and complaints

I have called several times and have been given the run-around again and again. One of the worst companies I have ever dealt with in my life! I will never insure anything with them again.

Monday, July 12th I called to file a claim on an XR phone that was damaged & non usable. I explained to them over the phone that the phone needed replacement & had been checked out/ could not be repaired. Jim (Employee # 476060) who I was speaking to said, he could not email or contact a supervisor for help with the situation. He said, he was the associate we needed to speak with. My husband & I were on the phone with this associate, as we were put on hold several times for over an hour, to be told in the end that we needed to take the phone to Apple care to get checked out, 1st before they would replace it. He finally transferred us to what they called a manager. When the call was finally transferred they hung up with no words or call back. They had my call back #, as well.
We were going on vacation & just wanted this resolved. The day of our vacation we spent a day getting a replacement through apple with a cost. We had to then go to T-Mobile to get a new SIM card, which took another 2 hours. This event ended up taking all day to replace when Asurion should have resolved the issue in the 1st place. Why do I pay for insurance through T-Mobile/ Sprint if they are not there to help?
The hoops that we had to jump through is absolutely ridiculous. I will be filing a complaint with Better Business Bureau, Asurion, & T-Mobile/Sprint.

The worst experience I ever had putting in a claim. I started my claim on a monday after all my documents where sent in over and over again.
Finally on a wednesday the docs get approved... So that's 3 days, after all of this they tell me my zflip 5g is back ordered even thou if I go to samsung site they would gladly sell me another. The back order they say is 3-5 days, buy can't guarantee that. So they expect me to go weeks without a phone. So I went out and bought an razr when my flip finally arrives it will be sold and pay off samsung direct. I will never again buy anything samsung

I am TIRED of poor customer service! Things Asurion told me that were not fulfilled.

1) We can have the screen repaired.
No where near anyplace I was for days (Northern MN, SD, ND, MT)

2) There IVR says the are open 24/7.
No not on Sunday nights when I made a special trip to ID to get warranty service.

3) We can have it shipped to an AT&T store.
Recanted on the next call
4) 1 day delivery
Nope again not to Cody WY where I made a 2 day stay to get my phone replaced. And maybe 3 or 4 days needed.
5) we will send you a new phone.
Nope! Got a reconditioned phone.
6) you'll only need to make one claim
Wrong again, where on #3
7) we will keep send a phone until you are satisfied.
Nope, I have 2 recondition phones and waiting on the third.

I also had an airline claim that was just impossible to get refunded

Terrible service and service, never again

I filled a claim to get my 11 pro Max replaced because of speaker issues. No problem with my claim nor wit. Received replacement phone in 48 hours. I filled my claim in March of 2021. I returned my original phone with the prepaid postage in the beginning of April. Never heard another word until June 2021 saying they never received the phone. I never got an email phone call nothing asking why I haven't mailed it out or where the phone is. I just got my phone bill wanting to pay my phone off which is over 1000$. All my tracking was in emails which I go to and will not take me #. I can't pay over 1000 to keep my phone when I call they tell me to file a claim with USPS which will not open a claim bc it's been over 60 days I need help instead Assurian is trying to swell me home protection

I had two appointments for a technician to come to my home and replace the broken screen on my cell phone; both of these were 'no call/no show.' I called AT&T for the first one and the AT&T rep filed the claim and made the appointment for me, or so she said. When no one showed up I called AT&T and was informed that they don't file the claim. Apparently, what the rep did was a 'No-No, ' according to guy that I spoke with. I asked to escalate this and was forwarded to another guy. This guy forwarded me to Assurion. Assurion procesesed my claim and booked me another appointment. The email I received reflected my first appointment forJuly 1st, not the new date of July 7th.
On July 7th, no one called or showed to replace my screen, so I went online and rescheduled it again. My next appointment is for July 12th. Once again, the email I received after rescheduling reflected the original July 1st date for repair and not July 12th.
I have called several times and despite the email confirmation being incorrect I was able to confirm the 2 latter appointments.

This company is as fraudulent as they come. I have spent in numerable hours on the phone with them just trying to get them to do what I pay them to do. Initially, it was just a simple claim. However, they failed every step of the way. They sent me a defunct phone. Then they argued as to whether or not it was defunct. Then they sent me a replacement phone without a Sim card. I am in a remote location it was already seven days behind. Replacing a Sim card for me meant losing another full day. Finally, I was sent a third phone that worked. This took well over 2 weeks and then the emails ensued. Several emails informing me that I would be charged $900 for not disabling the DEFUNCT PHONE, my DAMAGED phone (both of which were inoperable) and the SIMLESS PHONE! I have now had to make four additional phone calls because each time I am assured that the fees are waived, I get another email. I have spent so much time on the phone with this fraudulent fly-by-night corporation that I had time to learn that they actually do sales in the billions yet claim @19K employees. You don't come anywhere close to pulling in those kind of numbers while still being a legitimate company. Ask yourself how they are pulling in those kind of numbers. Trust me, if you've had the misfortune of dealing with this company, you will have plenty of time to do the research while you are on hold or in between "disconnections".

Went to a UBREAKIFIX store with my phone for battery replacement; worked ok with AC/DC power. Later, technician said they installed 2 new batteries but wouldn't reboot. Reinstalled my old battery, no reboot. An Asurion customer service woman said I'd get me a replacement (refurbished) telephone by next Tuesday or Wednesday (3-4 days later)!

Called 2 days ago to utilize warranty on phone that started green screen of death issues. Rep was very nice said phone will arrive between 5-7 pm same day. We receive email later that states an actual person will be delivering phone and help transfer information, um ok, strange but seems great. No call by 6: 30 we call in, rude rep says they can call and check but it will be a long hold, i said uh yeah we need to know as we are sitting here for 2 hours now. She comes back on line states the rep will be there by 6: 40. Another email arrives from a supervisor stating rep called in and is stuck in weather and will be late. We call again at 7 pm, rep arrives around 8 pm. Rep starts phone download but it's having trouble, half way thru he notices the new phone is defective. he is texting and calling his supervisor who is now no where to be found. finally she responds we have to call in to order a new phone? so rep is calling line (close to 9 pm at this point) and message says wait time is 40 minutes, ( he drove an hour to get here and had someone else waiting after us). I told him to go we will call in morning. we call in to start the process over, we are now told a phone will be shipped no rep coming out and we need to provide a credit card number if we don't return the other phone. This is getting questionable. Gave cc number and told we will receive confirmation email and tracking number. Told I want to file a complaint, he tells me I can't he'll just send an email to his supervisor, but I have no proof. After a few hours we call in again, rep states it shows completed and on dock to ship but mysteriously has no tracking information and cannot send me a confirmation email. We call in a few hours later stating same issues, no emails. I have to argue to get sent to escalations to complain. This person states same thing now at 9 pm at night it's sitting on the dock to be picked up still cannot give us a tracking number. Filed a complaint with Better Business Bureau, shopping for a new cell phone provider that will have nothing to do with Asurion and will research the warranty company they use before purchasing. Unbelievable for all the years we pay for cell insurance and it's being stolen from you like this. Hoping a class action lawsuit is filed for all of us getting fradulent treatment and losing business, communications, service. That Verizon bill just keeps coming though doesn't it.

My son bought a phone from Verizon with protection plan. Company Ascurion. I filed claim, number [protected]. Every 2 days received email indicated phone on back order. Then 14 days later received email with tracking. However when click on tracking icon I got error message. I have been chatting with reps that tell me different stories. Natasha told me they were looking into substitute phone because of severe back order, another told me my claim was still being reviewed. Now they are not responding.
I gave my son my old phone and bought new one for myself because Verizon told me I would get my son's replacement phone before the 30 days. I have to turn in my old phone within 30 days or I will be charged $800.
Please help. Ascurion should pay the $800 fee or immediately send new phone replacement.
Thanks

covered through Guitar Center. My cat vomited on my keyboard, which I told each person as I called. I have finally gotten my keyboard to the center for repairs, and was then called abd told they couldn't fix it because if the biohazard problem. They said I would have to face it professionally cleaned and then, with the receipt, they would "consider" the claim and "might" fix it. I told every operator I talked to each time about the vomit; I even paid to have my 54" long keyboard safely packaged. I guess I can kind of see it, but then why did they accept my claim? I'm certain each conversation was recorded. The answer I was given when I told the technician calling was, "they couldn't have fixed it anyway."

And what's the point if I'm going to have to pay extra for a biohazard company? I'M going to approach the cost of a new piano anyway.

And I still can't find the biohazard clause in the paperwork.

I bought two oculus and two insurance through navy exchange website. I called up the number and they turned down my claim. They told me to use the manufacturer first. I did not see the regulations but I paid two years for their warranty. This is deceiving the consumer! They need to make sure of the consumer is aware about it and if we wanna die through their insurance they should so what we have paid for.

I made a appointment at the local Victra Verizon Store in York South Carolina today when they opened at 10:00am. Now that my phone is destroyed I am in store to use my insurance to find out they cannot replace my phone! The manager starts my claim for me and says someone will be in touch and it could take 24 hrs to get claim accepted. All the while my entire business is on hold, which is not acceptable. Later that day I received a email stating to contact asurion and was given a claim number. I was supplied a phone number to call which only asked me to start a claim... not resume not input my claim number nothing. I went online to no help. Cannot get a live person on phone. Every avenue leads to starting a new claim.

I have a extended warranty purchased at the time i bought the printer and it its been weeks without a printer. Staples wont help an asurion is dragging there feet and unresponsive. I am just wanting to print. The printer is one years old.

Hello I called and spoke with a rep at asurion and I ask for her name and id number she refused to give that to me! But her name was eac! I told her that this company went into my husband account unauthorised and they stole money out his account! I also explained that when they went in his account for 347 and some change they overdrew his account and he got hit with a overdraft fee of 35$ I ask if they had a email that I could send everything to them ignored me! She looked in my account and read that they have the Device and that they charged me and she also read the tracking number from may 14 when it was sent but they took money out on may 28 they refused to fix the problem she also had me on hold for 15-20 mins because she was suppose to put someone higher on the phone and she hung up on me I have a problem with that an I feel disrespected can someone please contact me at +[protected]
The number on the account I'm talking about is [protected] a read Iphone11! I also reached out to the BBB because I don't like how I was treated

I was trying to get a replacement phone for my son and spent all day with different represenatives placing me on hold for at least 10 minutes every time.
I called several time to make sure the phone could be delivered to me.
I was assured every time that there was no problem and the phone would
come on tuesday may 26.
I was even given a tracking number,
Yesterday I stayed home all day waiting for the phone which never came
Finally I checked with ups and found that asurion had requested the
phone to be returned.
I have only had to have a phone replaced a couple of time and never
had to go through so much trouble.

On Saturday May 15th I lost my phone then found it on the service road all smashed up. I need my phone for business right away so I had my phone repaired at UBREAKIFIX that night and picked it up the next day. The cost was $405.92 I called the next day to file the claim and was hung up on by the computer phone tree. Today I called again to open the claim for reimbursement and Stacy at Asurion said there is no way to recoup my funds for the repair.

I filed a claim on 5/22/21 Claim#[protected] for lost phone and was promised same day delivery between 7 and 9 pm. Was told I would receive a phone call 30 minutes prior to arrival. At 8:45PM we had not heard anything, went on line to check the status and it was still showing "claim submitted". called customer service and was on the phone for over an hour waiting for someone to help the call center person that answered because she had no answers and was only concerned with selling me a warranty for other devices. She finally said all she could do was cancel the claim so they could reschedule delivery for several days later. I would like for the phone that was supposed to be delivered today arrive no later than tomorrow Sunday 5/23/21. I know this will probably not happen and I will be forced to waste more of my valuable time with Asurion and Verizon. I paid for the service, paid my deductible, was made a promise in writing and Asurion basically lied and does not care about their customers.