Asurion
reviews and complaints

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 [protected], 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 actual phone on their account. I was told to wait 24 -48 hours for the information to be updated on the asurion website. It has been 48 hours and everytime I call asurion company, they tell me that they cannot help me and process my claim because it still shows up on their website that I have a samsung phone. I have called asurion company multiple times and I always get the run around and no one actually helps me. I would like to file a complaint because this company takes the money from customers and when the customers actually need help with getting their phone device replaced, they don't help at all. - mandeep singh

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.

[protected]

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

[protected]

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 needed the new phone that was wrong back, before they could ship me the correct phone. This set me back three more days, just to get their phone started back, but they refused to give me a Next Day Label, so the journey from California to Tennessee will cost me another week without a phone, before they begin to ship my replacement phone to me. They claim "Next Day", but it will be closer to two weeks before I get the extremely important phone I'm supposed to get., provided they ship me the correct phone. I'd like to see a class action lawsuit for false claims in their advertising. I'm beyond livid with this ripoff insurance company.

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. A new part was ordered and upon arrival another tech came out and said the wrong part was ordered. The correct part was ordered and the next 2 Asurion appointments were cancelled (no one showed up). Someone ordered additional parts but no one from Asurion knows who ordered the parts. At the next appointment (5th) 2 techs arrived and installed all of the new parts and the refrigerator began working correctly. However three days later the unit broke down again (not cooling but it was running). I contacted Asurion requesting a service call. A new tech arrived and after a thorough inspection he said we needed a total re-build. Parts were ordered and the same tech arrived with a helper a week later and installed all of the parts. While installing the new parts the tech tripped our circuit breakers twice, indicating he shorted something out and in doing so he burned out the new circuit panel. A new circuit panel was ordered and installed on the next appointment and it proceeded to burn out. New re-placement parts were ordered (replacing the parts just installed – compressor, evaporation coil and another circuit board) parts were installed and once again the circuit panel burned out. The Asurion Tech 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 8 different technicians ordering and installing new parts (LG shipped the wrong parts twice), LG told the Asurion tech we would not be charged for the parts or labor. 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. 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. I request Asurion issue me a check for the original cost of the refrigerator for $1,171.40.

Sincerely: Eugene Bishop

771 French River Road, Nolensville, TN 37135

[protected]

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.

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 [protected].

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.

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.

My claim [protected] 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.

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 [protected].please help .

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. The Asurion tech arrived on the 3rd and said the wrong part was ordered and he ordered the correct part. The correct part arrived 3 days later, and again I contacted Asurion to schedule an appointment for January 7th to have the correct part installed. No one called or showed up from Asurion on the 7th. I called to schedule another appointment and was told the earliest appointment was for January 14th. Asurion called and cancelled the January 14th appointment, no explanation. At that time, we rescheduled the appointment for January 19th. The morning of the 19th, a tech called and said he would be at our home to make the repair at 1:30. At 4:00 PM, I called Asurion to inquire about the appointment and was told the appointment was cancelled, and that more parts needed to be ordered. I asked who cancelled the appointment and who requested more parts, and they didn't know. I asked to talk to a management person and was told that was not possible. The Asurion Representative reschedule the appointment for January 27th, and I told here that was unacceptable. She then found a cancellation and rescheduled the appointment for January 21st, saying the new part had to be there to make the repair. Once again, I asked who ordered the part and they did not know. I have been without an operational refrigerator now for 22 days! I have lost all our refrigerated and frozen food valued at over $300.00. My am 73 and My wife is 71, both retired and on social security. I honestly can't afford to continue eating meals out. PLEASE HELP ME GET THIS REPAIR COMPLETED! [protected] Thank You, Eugene Bishop

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!

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.

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 verizon app on my phone to try and figure it out on my own. I star a conversation with a man to help me to try and fill out the form that they requested. I had explain to the people assisting me that was 100% disabled and that I had a auto immune system disease that doesnt allow me to be around others while the corona virus is really bad I explained to them I didnt not have printer and that im unable to go to the library to print it off. Me and they man attempted to fill out for we got the form filled out for the second time. I kept telling the man the only thing I needed was my account number. For some reason he acted as if he could not see it. I told him I could go get it my self or I would lose connection. The man forces me to close and it leaves me with out getting it done. By this time it 10 pm at night. I try to figure out how to get back to the man but some how I was routed to the wrong people. By this time im frustrated I explained to them I was supposed to take my night meds by and its way past that time. I had to got back and try again to get this person but I couldn't it 11:30 pm at night by this time. I finally got ahold to a woman who was appalled by what I was going through by this time the woman had to contact her supervisor on how to help me and promises she would return my call on 1-6-22 she call and we fill out form I give her all my information and we fill out form only to be denied because the email was wrong. So I call in on 1-7-22 and tell them something had to be wrong. The man explain to me the email is wrong but my email was the same as where they sent my form to to review my claim. Therefore the new person tell me we have to do it again and fix the things so we do so. Only for it no to be right again the people didn't communicate right with this to get this done in timely manner I had to fill out form 5 or 6 times repeatedly for 3 days and numerous hours> having to give so much time to this my car appointment had to be missed because the people above the man didnt instruct him right now im am having to do it all over again. I am not a computer person I explained everything to them. I was taken on a rolla coaster ride only to not have it completed still. Asurion's first thing they say is that its easy to make a claim but that was a lie my time was wasted and I was drug through the ringer and claim has still not been processed after having to be on the phone with these people for almost 11 hours out of three days.

I submitted extended Warranty Claim with Asurion the first of November 2021 for an LG washing machine that was making loud noise when spinning out. I received acknowledgment from Asurion that the warranty for the machine is in effect and should cover repair. I contacted the company 5 times with no call from service person. Got offer to refund my purchase but offers is $177.00 short of what I paid. Warranty states "if equipment can't be repaired a check for the purchase price and tax will be sent". Purchase Price with tax $843.05. The offer from Asurion $665.38. I contacted Kathy Ward RA with Asurion to discuss the return authorization and resent copies of the receipt and a copy of the warranty. Attempted to call the number on the letter and I have been on hold for 1 hour and 30 minutes. Please help.
Kim Pepperd
814 Marsh Ave
Kinsley Ks 67547
[protected]
Attachments: Receipt for LG Washer and Warranty, Cope of Warranty stating refund policy and letter to Kath Ward, regarding refund offer.

My kit continues to chase me greef. As much as I love this kit (drums) I am at the end of my wits. Please help me. I play daily, very theraputic... I suffer from PTSD. Former Marine combat vet... At least half the time it will either not respond to my rifs or the volume will you're raised by itself or dropping intensity half the time it does not respond at all hence I'm making this claim. And to ad insult to injury, the kit has always had a buzzing sound that is heard only when play with the head phones engaged.

10 word minimum.
Asurion makes a claim very difficult.
On 12/27/21 I lost my cell phone at Whole Foods.
I wnet to the Verizon office in Stamford.
It took Verizon 10 minutes to find out if I was insured... I was.
They gave me a phone line to call Asurion.
Endless messages telling me to go to the website and file electronically.
they asked if my had my phone... answer, no.
Then they wanted to send me a text to confirm that I am who I say I am. Duh?
Then they told me I had to talk to Verizon first.
Message..."We have a lot of calls; you will wait 49 minutes."
(Time you emplyed a few more people Verizon.)
I gave up. went home. Laptop. Ah, there it was...complete your claim.
I did. I got an email. "Resume your claim." I did that.
"Your phone is not made anymore. We will get back to you."
Then... good... check your status.
"We are rveiewing your claim." Who would have thought?
Then... we are looking to verify your claim.
So... I called... it was necessary for me to find out what they would do.
I will summarize. 1 hour and ten minutes being passed from the first person to answer, on to a case specialist, a supervisor, then "The office of the CEO>"
Margo, one of a the CEO's underlings, read from a script precisiely what was on my screen.
Could not tell me what Asurion had to verify. Stonewalling.

OK...action.

Down to Target... new phone... a cheapie... extra line for me which is helpful. Told Target that I wanted Consumer Cellular to transfer my main number to the insured if and when it came.

"Sure Sir." Ah, service.

Now... my phone was found! I went ahead with Consumer Cellular. Good bye Verizon... Goodbye Asurion.

So, my bill, which Verizon said would be $119 a months and was always $119+ is dead.

NOW... I have Consumer Cellular which in my case uses 4g and 5g on AT & T. Any good. I live 600 yards from the Verizon office... one bar reception. Now 4 bars... hooooooooray.

Bill for unlimited texts and data...$35...7G of data with wifi at home I can cut that back to $30 in all probability. Any way, if I go over they simply charge me the appropriate extra.
Extra line is $20 per month... so $55, - $10 a month for 20 months, special offer, I will calll and do autopay... save $5.

Was $119... will be about $40 per month... two lines not one... better home reception (V important, right?)... AT & T network.

Kill Verizon... forget Asurion... GO CONSUMER CELLULAR.

BYE BYE VERIZON... GO TO HELL ASURION.
BETTER NETWORK... THEY PICK UP THE PHONE WHEN YOU CALL AT CONSUMER CELLULAR.

I had my phone stolen with my wallet and I had a Samsung fold 3 and I paid my deductible and then I told them have the replacement have a signature becuz of the area and they didn't some stole my replacement and then they blocked my mom backup phone she had bought never unblock it back list my job because my phone was my pay check and then they didn't replace it becuz whoever stole it was using it so they said they would not replace my phone been without my phone for 2 months and jobless and now I'm homeless ...I'm going to sue them if my Samsung fold 3 is no replaced

I'm complaining because I played my deductible for my phone being replaced they got stolen off my porch when I specifically asked them to do a signature required on the package they did not do that someone stole my phone off the porch and I played my deductible but that person that stole my phone started using it so I Sharon said because of that they could not replace my phone and I feel like they should have replaced my phone cuz I have been paying on my insurance for a year and a half now and I would like to have my phone replaced and due to this I have lost my job as well cricket wireless [protected]

They denied my claims for a lost phone when I've payed for insurance. Their reason was I waited past the 60 days to file claim as in the fine print this is [censored], I asked AT&T before I waited to file claim & they assured me that I could wait as long as I was paying on phone & insurance I was good. If they can't give me a phone they should refund my insurance money or else this is theft.