Asurion
reviews and complaints

I gotta say, I had a pretty rough experience with Asurion. I sent in my broken phone and they kept telling me it was an S1 instead of an S3, even though I knew for a fact that it was an S3. They offered to refund the price of my protection plan and return my broken phone, but I had a feeling they were recording my call and just trying to get me to cancel the claim. When I asked for an email with their technicians' findings, they said they couldn't do it because the claim had been cancelled. It all seemed pretty shady to me.

So, I contacted Amazon and they agreed to refund the full price of my phone. I'll be sending my broken phone to them to complete the issue. I also let Amazon know that they shouldn't allow Asurion to sell protection plans anymore because of their shady business practices.

Then, out of nowhere, I got a call from Asurion saying that "upper management" had approved a full refund for the purchase price of my phone. But I had already gone to Amazon and they had agreed to refund me, so I just wanted Asurion to return my broken phone to me. I don't trust them anymore after what they put me through.

It's really disappointing because I had no reason to doubt Asurion's integrity before this whole thing happened. I gave them everything they asked for and they still blindsided me with gaslighting. I'm sure I'm not the only victim of their shady practices over the years. It's just unacceptable.

I recently had an experience with three companies involved in one transaction: Tractor Supply, Asurion, and Cub Cadet. I purchased a Cub Cadet XT1 Enduro, 42 in. lawn mower from Tractor Supply last year on May 27, 2021, along with an extended warranty from Asurion. I was excited to use it for the spring and summer of 2022, but after only three uses, the transmission belt came off and destroyed the fan blade on top of the transmission due to STICKS in my yard. I was extremely upset because it had not even been a year since I purchased it.

I called Asurion because of the extended warranty, but they said that because it was under manufacturer warranty, Cub Cadet had to handle it. Since it was so close to the end of the manufacturer warranty, I asked if they could take over. The lady that I talked to said sure and they would handle it. However, she lied to me and sent the case straight to Cub Cadet, who wouldn't handle it because it was not a manufactured warranty issue. Asurion has used every excuse on why not to honor their contract with both Tractor Supply and Cub Cadet. If you research Asurion, you will find many people saying the same thing.

I also contacted Tractor Supply, but they could only go so far and then I started a three-day journey into abyss. I was told time and time again that the extended warranty should cover this, but Asurion said that it was just like the manufacturer warranty and they would not cover it. I had been told at one time that Asurion would not handle it because Cub Cadet started the claim. Now that happened because Asurion lied to me and said they were going to handle it. As of 5/19/21, I am still dealing with Tractor Supply and Asurion. I asked Tractor Supply why I paid $400.00 for an extension warranty if it won't even cover it and if sticks will cripple it, then that means that I bought a $3000.00 paperweight. TSC never answered that question. TSC sent me an email that said my problem was not covered according to Asurion, even though TSC's own people said that it should be covered.

Although I did not deal with Cub Cadet on this issue directly, I mention them because this is the kind of crap that they are making. Even the TSC's store told me that this is a tough lawn mower and could handle my lawn. Like I mentioned before, I paid $400.00 for an extension warranty that won't even cover it, and if sticks will cripple it, then that also means that I bought a $3000.00 lawn mower for nothing.

In conclusion, I urge all people who want/need a lawn mower not to buy a Cub Cadet and, by no means, buy anything from Tractor Supply. For all that it is worth, do not buy anything from anyone that uses Asurion to cover it. Just before I got ready to post this review, Tractor Supply did tell me that they will give me $200.00 back from my extended warranty cost. That equals only 6% of the total cost that I spent that the three of them stole from me and people like me with their bait and switch and false promises in order to make a sale. I had a boss tell me one time about dealing with the public, "Sell them the dream, sell them the dream."

Update 05/31/22 - I complained enough that Tractor Supply gave me back $200 of my extended warranty price. The only thing that they did not tell me was (wait for it), a "TSC GIFT CARD." I called them back and said to them "Are you all serious" and said "yep."

Overall, my experience with Tractor Supply, Asurion, and Cub Cadet was disappointing. I hope that others can learn from my experience and avoid these companies.

Our experience with Asurion was one of the worst customer service experiences I've ever had. We bought an $800 Samsung Galaxy Book Go 5G, 14" laptop for our daughter, who has a disability that makes it difficult for her to grasp objects. We also purchased a padded protective cover and Asurion insurance through AT&T. Unfortunately, she dropped it and the screen was damaged.

We submitted a claim to Asurion and received a pre-paid, padded box to return it in and an affidavit to fill out, including making copies of our ID's. We were honest about how it was damaged. A week later, we received an email saying the unit could not be repaired but would be replaced by a comparable model, likely refurbished.

However, two weeks went by and we heard nothing. We checked the status online, but there was no information listed. We called their support number, but the CSR was unable to provide any information. We were told that the people who would know were not available on weekends, even though their customer support hours are listed as being operational during weekends. We asked if someone could call us on Monday to update the unit's status, but no one did.

A week went by, and we checked the status online again. Same results. No info. We called again, and this time, we were told that we never submitted the needed affidavit and proof of identification. We included it in the box with the returned item, but the CSR disputed it, saying that's not possible and telling us they need us to resubmit before they can proceed.

Another week passed, and we still had no updates. We were now five weeks into the claim. We called again, and this time, we were walked through a series of "security questions." The questions asked were irrelevant, and the CSR still couldn't tell us anything about the status of our device. We asked again if they could contact us during the week, but we received no phone calls or emails.

Seven weeks into the claim, we sent a complaint via their website contact form, which was nearly impossible to find. Two days later, we received a call from Chantal, the executive assistant to the CEO, who wanted to personally take care of the problem. Unfortunately, she did nothing during that phone call to take care of the problem other than telling us she had to investigate further.

Two months into the claim, we finally received an email from Chantal with a link to login and select a replacement device from a choice of three options. However, only one device was listed, and it was not even close to the same model we originally ordered back in September. It was a Samsung tablet with less memory, a 3" smaller screen, and a much less powerful CPU. It was worth at least $200 less than the original device we bought, and it was a tablet, not a laptop.

We called Chantal back and said, "this isn't even close to the same thing, I was given one option, not three." Chantal agreed, but it was going to take the Exec. Asst. To the CEO two more days to investigate and provide us with more options. We asked, "why can't you just replace it with the same model we had?" She said, "it probably isn't available in the warehouse."

Eight weeks from claim submission, and we still had no resolution. The Exec Asst to the CEO was still unable or just not empowered to solve the problem. We didn't expect a new unit, but we did expect a comparable, refurbished unit.

In conclusion, Asurion isn't interested in honoring their claims, only in finding a way to pay as little as possible to satisfy their obligations. Their customer service is terrible, and we would not recommend this company to anyone.

So, let me tell you about my experience with Asurion. It all started when my phone took a tumble off my work desk and landed on the ground, in its trusty Otterbox case. I've dropped this phone countless times before, but this time was different. Something inside the OLED screen broke, leaving a thick white line running up and down the device. I called Sprint to see if this was covered under Asurion's "$29 broken screen guaranteed fix", which they assured me it was. However, the nearest Asurion repair center was over 2 hours away, so I went online and filed an insurance claim. Asurion mailed me a loaner phone to use in the meantime, and I mailed my phone out on 1/25/21, keeping hold of the tracking number.

Let's talk about the loaner phone. It was a 16GB device that couldn't hold more than one large app at a time. Want both Netflix and Facebook? Tough luck. Want it to run properly? Good luck. Want to use the data on your plan that you pay for? Good luck with that too.

I got confirmation from FedEx that my phone was successfully delivered on 1/26/21 to Asurion repair, and I gave them a few days to fix the phone as it typically takes two days. However, as 1/29/21 rolled around, I got nervous as Asurion never sent an email letting me know they had received my device, and the online claim did not update at all. So, I called. I spoke with 3 different reps before someone was able to confirm that my device had arrived and was with the repair team, and I would hear from them in the next 2 days. On 1/30/21, I received an email from Asurion that said in large letters "THANK YOU FOR SENDING USE YOUR DEVICE! Someone will be looking at your phone shortly and you should hear from us soon." Really? USE? Not US? Okay, whatever, just seems really unprofessional for such a large insurance company.

By 2/1/21, I started to get anxious as I had gotten no other notification, email, claim update, or call from this company. They had had my phone in their possession for almost a week at this point, and I had gotten no confirmation other than when I had called to request it, so I called again. After waiting almost an hour on hold to talk to someone, and then again to have a rep reach out to the service team for more information, I was informed that my phone was "broken beyond repair" and that I would need to pay a $499 deductible to have my phone replaced.

I was astounded by this considering I had been told my phone was fixable under warranty. Why would I be paying $15/mo. For insurance that refuses to fix a phone when it is broken? Later, I found out from a friend who used to work for an Asurion repair location that Asurion does not stock the parts for my phone, so they tell any customer who sends this phone in broken that it is fixable beyond repair and requests the deductible to replace it, and normally they replace it with a refurbished phone they got in at some point broken instead of a new device.

Not knowing this information at the time, I requested that Asurion send me my broken phone back so that I could have it repaired at a location close to me, my friend who now works for a U Break - I Fix. They said they were able to do this, and the phone would ship back to me the following day, 2/2/21, and that FedEx would send me tracking number once the broken phone had shipped back.

I called the next day, 2/2/21, to confirm that my broken phone was mailing back, and the customer service representative had no idea what I was talking about and requested I pay the $499 deductible to have my phone replaced. She called the repair team, who had NOT been informed that I would like my broken device back. She informed them of my decision, and I let it go after she said it would mail in 2-3 business days and that FedEx would automatically send me the tracking when it arrives.

2/5/21 comes around, and I'm pretty upset that I haven't once been reached out to by this company, haven't gotten an update on the claim online, no emails, NOTHING. I called again, and they hadn't even bothered boxing my phone up again. They offered to have me pay the $499 deductible again. I start getting angry. They say they'll send it out in 3-5 business days. I'm getting pissed. I start tweeting at the company, asking why nothing is getting resolved.

After 3-4 days of calling them out on Twitter, calling repeatedly, getting lied to by over 9 different associates, I'm fuming. Nobody is giving me a straight answer on what is going on or where my phone is, or why nothing is updating. I'm stuck with a crappy loaner phone and just want mine back to fix it.

What happens next, left to my imagination, is that they probably had lost my actual device. They offered to send me a replacement device via a Twitter rep.

Okay, cool, whatever, I just want to be done dealing with this company at this point. I can't even sleep at night that I'm so stressed out about this, because my device is not a cheap one. They have someone call me (the first time anyone had physically reached out to me about this) to take a $29 deductible payment for the replacement device, and tell me that my device will be sent out that night and be to my house the next day, and that FedEx will send me an email with tracking the moment it is available. I give my card information, the rep tells me that everything is set, and we get off of the phone.

Guess what, I never got the tracking. I call the next afternoon using the same number that had called me to ask why I haven't gotten tracking yet. It says I'm within calling hours, but I go to voicemail for 2 hours before asking someone through Twitter why the rep isn't responding to my voicemails or emails. They say, "she will call you momentarily." 10 minutes later she calls me and I ask why she hasn't answered her phone. She says "It's on, but I haven't gotten any calls." I tell her that I've sent her a voicemail and email twice and hadn't heard back yet. She says "I haven't gotten anything from anyone today." I asked why she called me and she says "Oh, because I got your voicemails". BULL$#*! Okay, whatever, I don't even care. I ask why I haven't gotten tracking information yet and she says "Oh, that would be my fault, I'm so sorry. I should have called you back last night to let you know that there was an issue with your payment, but I didn't." You didn't? You don't say! She goes on for about 10 minutes about how it's her fault that this happened, very unapologetically.

I provide proof that the charge is pending in my account and she tells me there is nothing she can do. We had a roundabout conversation for about 45 minutes about why she couldn't override it and have my device sent out to me, and that she could offer a one time buyout check for the full price of my device. She kept saying "there's an error here that we can't fix, so this is your only option."

At this point, I'm fuming. I've been dealing with $#*! customer service for weeks, I'm tired, I'm stressed, I just want to be done dealing with this company.

I tell her I really need the phone for business purposes, by the next day. She says there's nothing she can do. She says "We can work on trying to fix this issue, but the check is going to be your best bet." I tell her to work on the issue and I'll decide later about the check.

I end up calling back a few hours later to have them process the check on the same day, so it can be expedited and sent to my house by the next day so I can get this taken care of. I asked about the pending charge to my account and was told that the charge would not go

I have Consumer Cellular. I traded in my iphone 11. That process is handled by Asurion. My trade in was completed on June 8 with

Trade in ID- CCIAT-I55LQBBYXH for $140.

To date, Consumer Cellular has not received notification to credit my account. CC does not see that it was ever received by them. I have made 4 lengthy calls to CC to get this resolved to no avail.

There is no way to talk to a human when calling Asurion. CC has also had major difficulty getting in touch with anyone at Asurion to resolve the issue.

This is POOR business practice and Asurion has stolen $140 from me.

And I'm sure Asurion has sold my phone for triple the trade in amount and has made a profit while I have nothing.

I got my phone on September 19 2023 I went on a trip on the 23 rd of September and my phone was stolen I filed a claim right away because why would I wait it out and I keep getting denied I sent all proof my phone was stolen and still I’m denied now they are saying program abuse I’ve only filled 2 claims this is not alright I got the insurance in case something like this happens and it happened I don’t have the best of luck and not asurion has not followed through with the insurance I bought to protect my devices my phone and tablet are stolen and they are doing nothing about it

I had filed a claim for my damaged samsung zfold phone on August 14th. I paid the $99 deductible and I received an email indicating that they do not have a replacement in stock. It has been a month and still no status update from Asurion.

This is a business account and the whole point of insurance is to make sure we get a replacement device, If they do not have that device then they should offer another one but I can't be without my business phone. I tried to call them but there are no humans to help and the system does not give you an option to check the status.

I have been paying insurance since I got the phone and I feel that Asurion is not being professional and handle claims properly.

We've used the warranty claim, multiple times, paid each and every time. At least 6 times in the last year alone. Once even a week after we got a replacement. They sent us a replacement that does not work when calling to have this rectified, I was told I'd have to pay for a replacement because it is broken. Seriously? It was broken when I got it. When calling I was escalated twice, the "office of the CEO" (Jessica) hung up on me. She apparently didnt appreciate that I found this so ridiculous

In the last few months I have sent the equipment to ASURION 4 times. Every time the equipment has worked satisfactorily for 1-2 weeks and after that has developed the same or a different problem. The last time I sent the equipment was on 8/15; I was repeatedly getting the message "charging problem". I received it back on 8/19; ASURION said they cleaned battery contacts and replaced some parts. Equipment worked fine for a week and now I am getting the same message.

I purchased the item along with warranty on 6/10/23, filed for repair on 9/6/23 and was denied. Claimed my info. was not matching. the reason not matching is my son who is using his guitar is currently staying with someone on temp basis and gave their email address. my email address is on the claim form which is correct. Purchased at the Fairview Heights IL Guitar Center, Sls number [protected], on 6/10/23, my son is on a temporary location two hours from our home in Carmi IL and is having the guitar fixed at Guitar Center in Evansville Indiana, and the individual gave the email address of where he is staying at. On the claim form I submitted as his mother, I gave all of our pertinent information which is true and correct including my email address, not the email address of where he is on a temporary basis. I had called the Guitar Center in Evansville and was assured he could get it repaired there because of the warranty and it didn't make a difference.

All I needed was the screen replaced. Your Third-party repair partner Youbrackirepair said they could replace the screen. When I made the claim for the cracked screen you said that the screen could not be replaced and the phone had to be replaced. My complaint is that replacing the screen would have cost me $0 deductable but the replacement cost me $99 deductable. My screen should have been replaced not the phone. You made a profit by making me replace the phone. What a scam. Not happy with your service or your warranty. I will be getting rid of my as soon as my claim is complete.

I have an arcade 1up infinity table that is no longer working. They say it is not covered although they claim to cover thousands of products. My understanding is that they do offer "stand alone" insurance for this item through amazon purchases, etc. My question is how are they classifying this when it's bought stand alone. Is it a gaming console, tablet or what and why is it covered that way but not through my insurance.

Contacted on 8/21/2023 spoke to 5 different reps on two of the reps asked for supervisor and while on hold hung up on the last one stated he resolved my issue and did not I now how two phones that do not work on my newtwork 3 out of the 5 provided incorrect information very rude in tech two support the woman was eating on the call and extremely rude and not willing to help my issue was getting a found phone removed from the blacklist the tech two woman treated me like I was a thief

This is the worst ever customer service I’ve had

The acct under antonia Grubbs with AT&T

August 16 and 17th 2023

11 am through 3pm the next day.

Given bad information on the term "qualify for next day shipping". To me this means I will receive the product the next day... NOT it wont be shipped until the next day. Therefore I missed a major opportunity for same day in store repair.

Tracking provided a delivery August 18th evening delivery where I was ALREADY scheduled to be GONE for the weekend. I tried to cancel the claim and delivery and that was another horrible process.

I hope to never ever ever have to work with dysfuntional company again.

Worst company and staff I have ever dealt with. Everyone needs better training including the drunk supervisor Askor S. ID#NQ5367. He slurred the entire conversation.

I have been waiting weeks for a return label that was supposedly emailed to me 4 times, which has never been received. My phone service is contingent on returning the phone Asurion sent to replace a phone we found. Its been weeks that I have been trying to get a return label that only ASURION can give me!

I HAVE EVEN SPOKE TO A SUPERVISOR AND STILL NOTHING!

I think I've had Asurion Ins. since 2017 and had to replace a total of 3 iPhones. My most recent experience was disappointing, to say the least, I spoke to an Asurion representative regarding replacing one of my phones (11 iPhone) because it no longer was working properly. At no time during our conversation was I told I would be charged $250.00 for a refurbished apple11 phone, but I was sure offered Home Technical Insurance. To my surprise, on my August bill, I was charged $250.00. When I called AT&T regarding this charge I was transferred to Asurion, then was transferred to AT&T to further dispute the $250.00 charge which was a waste of my breath. I couldn't even get them to break down the charge to monthly payments, mind you I have been a customer with AT&T since 1995, and never have I been delinquent on my account. I also found out I was being charged a $45.00 monthly fee for Ins. When I first signed on in 2017, I was told it was $25.00 a month for all devices, but somehow they managed to tack on another 19.00 for "Advantage Services Support" (an extra feature for battery/screen replacement) which I never agreed to, you would think this is why you have ins. to have these "extra features" taken care of. What a scam! What a ripoff! I don't know about everyone else, but I feel they sell you on this paperless billing so they can tack on other charges. I was naive to believe I can trust them and not have to check my bill every month, I would prefer to get my paper bill, but of course, they get you the $10.00 discount for each line if you go back to paper! Another scam! I highly recommend you "do not" buy any of the AT&T/Asurion Insurance plans, they are a ripoff! I canceled mine and will be looking into changing mobile companies asap.

I financed an iphone 13 through verizon and lost it. I reported it right away but asurion wanted to send a code to me via text to the number linked to the lost phone. I bought an iphone 11 pro that was unlocked in order to get the one time code sent to me, and called verizon to reactivate the line onto the esim connected with my new phone. The rep kept trying to reactivate the lost phone so I wasn't receiving the code. I ended the call and called asurion for help. The woman from asurion got verizon on the phone and for over an hour they tried activating my new phone, and somehow talking me into their home protection. Finally, after the 5th time putting me on hold, the asurion rep came back on the line and tells me that I need to go to a retail store and get a physical sim. She then tells me she'll call back in about an hour and a half and help me from there. The nearest store didn't have any physical sims in stock, and they weren't corporate so they'd charge $40 to activate it once they did have them. I asked the store rep to re-suspend the service so that I wouldn't have any issues. The iphone 11 pro I bought ended up having a charging port issue. About 3 days later I went to a corporate store, got a physical sim card, and tried again. The claim went through, and I paid the deductible. I got an email saying my claim was approved and my new phone would come the next day via ups between 10am and 12 pm. At 8:00 am, my shipment was updated to "return to sender, at 8:09, out for delivery, and then at 11:59 am, the shipper requested the package be held. I contacted ups, they said contact asurion. Asurion connected me to an adjuster who wouldn't hear anything I had to say. He talked over me and told me that someone looked over the claim randomly and decided it was"program abuse" so they'd refund my deductible and deny the claim. He went on to tell me to take it up with verizon because they're not going to do anything else and there's no one else I can talk to to change it.