Asurion
Reviews and Complaints

They have a very clear policy on returning the defective devices within 15 days after you receive and activate the replacement device. I returned the defective device one day after I received the replacement device!

EXACTLY ONE MONTH LATER (TODAY AT 11PM), I was charged $100 to my account! When I called them immediately after the charge they found the returned device and profusely apologized for the charge! I am a single mom who is looking for employment after being laid off last year in April. The only income I have is my child support. I have nothing else and every penny is valuable! FOR THEM TO STEAL MY MONEY ILLEGALLY IS UNACCEPTABLE!

They knew they received that tablet back! Had they not, they would have charged me after the 15th day cut off passed! Instead they waited a full month to try and sneak a charge in and gambling the risk of me not noticing! HOW MANY OTHER PEOPLE HAVE THEY DONE THIS TO AND GOT AWAY WITH IT?!? They are running a theft factory by holding our payment information when they have no reason to after that 15 day holding policy passes!

Actual filing a claim: Filed, then they needed pics for products, front and back, send screen captures of your product receipt, send picture of your asurion receipt, wait 3-5 days. Then they tell you its in process, thats all, NO prepaid mailer to send out to repair shop. Go to live chat, as no place to call them, took 50 minutes, Asurion still couldnt figure out how to get my prepaid mailed email to me, then they open and refiled the claim again. Now I have lost 7 days and in the process of starting all over and I had to resubmit the same pictures all over again and they claim its another 3-5 days to approve a claim, that was already approved. Yes, this happens every time I deal with filing a claim with asurion, every time. Asurion claims easy 5 minutes filing, claims processed fast. Nope My experience using them multiple time has been delays, multi chats, everywhere from 7 to 20 days to get an item sent out and then another 5-20 days to get it repaired or amazon gift card. They are fast in taking your money for the warranty but its like pulling teeth to get them to get the claim filed correctly and processed. This was not like this 4+ years ago, so something has changed at asurion and for the worse. So while you do eventually get a repaired, replaced or gift card, its like a month before its all done, they need to figure this problem out.

I don´t even know where to start. It´s very unfortunate that ATT is linked to this company, I´m going to change my lines to another phone company because of their insurance. They not only charge you a lot of money monthly, but when it´s about time to replace an equipment that clearly falls into the ¨yes, it does applies to insurance¨ all requirements, they will try not to respond, and if, they´ll make you pay almost the amount that a new phone could cost, as a deductible, and then send you a refurbished phone. It´s not worth the pain. Their customer service is terrible, they will lie to you, no matter how many times you call, you won´t really get an answer or solution to your problem. I wish I could sue this people, they´re not a serious company, very sketchy and not recommended. I have a lot to say, but just do yourself a favor and don´t throw your money with them.

This agent came out to repair a 4 year old Samsung washer that I paid $900.00 for . It was constantly go out of balance and shake till it would shut down . The only thing this man was right on was the balancing rods were bad . Then he showed me the clutch system was leaking oil and was wet only on the clutch housing . I ask him why there was no oil on floor or sides of washing machine sides and he said because it started doing it . Due to his outrageuse cost for to replace all 4 rods at $122.00 a piece I turn down the repair . I've done repair maintinance for a living 40 years it didn't make sence why no oil on floor . I called Samsung Mfg. and found out no oil in clutch system but grease . When I went back to look at my washer notice no sig n of oil and he must have out water on it . Because this con he did I already bought a new washer for $600.00 that I didn't need and I repaired the the machine for $45.00 with all new balancing rods . I feel like he owes me for service fee and cost of new washer that I shouldn't have had to buy due his con game he did.

I submitted my claim six times and got denied. There is a question on the claim form that ask you if you own the device. I answered yes every time, but it keeps defaulting to no. I called and let them know, i own the device. They told me this always happens. I went to every level and no one will help me. Most of the employees can verily speak English. If you ask to speak to someone who can speak English a little better, they say you will need to call back in. If you ask to speak to a supervisor, they tell you it will take up to four hour wait. I got hung up on several times, they will only give first names and no employee id. I think this insurance is a scam, and this is part of the run aroung.

I recently was having an issue with my NEW Samsung S23 phone. Hearing aid connection for phone calls. After talking to a myriad of different folks in different stores...phone store, hearing aid store, samsung people I was directed to take my phone to the Wolfchase location in Memphis TN for tech help. Although ZACH was not able to help solve the issue, he spent a fair amount of time trying to determine what was causing the issue. He was pleasant and did not make me feel as though I was a total tech-dummy. I would return to that location for any further issues I might have with my phone.

I brough my Pixel 3 to the uBreakiFix store in Union City, CA on February 2nd to have the power port replaced as it would only slow charge (sale #23786702). After several hours I was told to come back another day as they had to order parts. When I returned they said they had to order more parts. The third time I came to the store they returned my Pixel 3, dead and functionless and said that is just how it is with older phones. There is data on that phone relevant to some legal issues I am involved in. I sent the phone to Data Recovery and they said several components had been damaged by a high voltage power surge; that could only have happened at the Union City store. They want $1800 to recover my data. My lawyer and I believe that you have some responsibility here and should pay part of the recovery costs.

I acquired an Electric Guitar (IBANEZ JEMJRWH STEVE BAI SIGNATURA) on January 2019.

A component of the guitar was broken in 2023.

I opened a Service Requuest # [protected] and sent all information required (tickets, form with detailed information).

Some days after they told me that my claim proceeded and that the check will arrive for 449.99, date of confirmation November 28th 2023.

Today, February 6th, I haven-t received any check.

I am able to provide any additional information, copy of my receipts or Service Request. Thank you for receiving my claim to Asurion company.

I have tried for months to file a claim on the website. Each and every time, it comes back with an error before I can even start the claim. I've tried from multiple devices and computers, it is the same thing every single time. I've tried calling to file the claim, but am informed I need to file online first. Frustrating! Meanwhile, I am using an old crap phone that has somehow lasted far longer than the replacement phone I was sent last time. Please get your website fixed so I can get a replacement!

Claim # [protected] was summited and i was asked to send in proofs of purchase of tv and protection plan and a [censored] load of pictures of the tv front and back: why was my claim cancelled i purchased the protection plan my product failed wtf.

The technical problem for my TV is the HDMI ports do not work anymore; it pixelates; it gives me horizontal lines and sometimes it gives me vertical rainbow colored bars and sometimes it just pixelates.It just doesn't give me a screen and I can still hear what I was watching and a couple of times it just turned off by itself so I don't know what ithe nsurance problem is. I was in contact with their technical person and the technical department and they asked for all these pictures, proof of purchase and I send it all then I don't hear anything from them and I checked their website and my claim was canceled

On July 17 2023, I was sent a insurance replacement phone. The phone kept dropping calls, would not allow for incomiing text messages and more importantly kept over heating to the point were it was too hot to touch. I called asurion [protected] several times for support as well as spent hours on the phone with att trying to resolve the issue. On or about the 12 August 2023 while working, and had the phone in my back pocket when I felt a hot burning sensation. I ended up dropping the phone.

I own several businesses and do my business via phone. I immediately went to the AT&T store and puchased a new phone. The sells associate told me that I had 30 days to bring the replacement back or I would get charged $1082. I then called Assurion and explained the situation and a supervisor got on the phone and asked me if i wanted another refurbished phone or would I be willing to send a copy of the reciept from the purchase of the new phone. I agreed to the refund and immediately sent a copy of the reciept to the email address as directed. The supervisor stated that they would email me a shipping label for ground transportation because the phone was not safe for air transportation. The label email was never received, so I called a few days later and an assurion representative confirmed the reciept was received and then sent me the label. I immediately sent the phone to the company.

I have been emailing and calling with no feedback from the company.

On December 2, 2023 I called AT&T for assistance with communicating with the insurance company Assurion. At&T connected me and this is where I am informed that the insurance company has decided to deny my claim for a refund and refuses to send me a replacement phone for the one I returned. I ask why no one emailed or called me and they just said sorry you have been denied. If they had sent me the replacement phone when I first called i would not have been charged the $1082 from AT&T.

I will be seeking legal action!

Well, lesson learned. I bought my daughter her first composite softball bat last Christmas. She was so excited to have her first Easton Ghost Advanced. After months into her travel season, the bat began is chip until it ultimately cracked entirely. Fortunately, it was covered under the extended warranty we bought. I submit the claim including pictures of the final destruction of the bat. The claim was denied stating that the damage was not due to typical wear and tear. I called Asurion to dispute and asked them to reopen the claim so that I could submit pictures of the initial damage. I was finally transferred to a supervisor who did just that in reopening the claim. However, minutes later I was transferred to an employee of the claim review team who stated that it didn't matter what the new pictures showed, that he would deny the claim regardless. He then proceeded to close out the claim as we were on the phone. I literally had an email come across my phone saying that it was denied as I was on the phone. I called again and spoke with another supervisor who argued that they do not cover excessive cracks to the barrel. I'm sorry... where is it supposed to break?! Needless to say, I will not be giving Asurion another dime and will advise our entire softball community to steer clear of this company as well. Shame on you, Asurion. Do better.

Sincerely,

A hard-working mother

I filed an insurance claim which was approved to repair a screen. The location to complete the repair listed in the system is over an hour from my home. The agent told me to contact the local location, check for the part needed and the claim can be switched. After spending 2 hours in the local

Store, Asurion is giving the agent the run around, command center is not answering and my time is wasted. Finally got an agent to connect me to command center only to be rude and state they can’t help me because I’m not the store rep despite the store rep being with me and in the call. Again, I’ve waited 2 hours and still no resolution to the claim. I’m not able to travel an hour away for a repair, especially with a store being 7 minutes from my home. I would like a full refund for every payment I’ve made to this company due to breach of contract!

My complaint is n jacb from asurion at my kisco hypocrite and lier he fired me the third week n training I completed and passed all the test was performing great with customer service sold accessories and signed five people for homeplus+ didn't do the tech work yet and was told I was fired because I couldn't do tech work yet didn't get my hands on any devices to start tech work but I new how to I believe jakob fired me falsely and know he did I have year's of excellent customer service sales experience over ten years always was able to get top sales man and sales was fired on a day that was slow a Thursday which was like a by joke to jakob hes immature really making jokes making gay jokes too talking about dating customers and having sex with there daughters also made jokes about dating a male customer not giving me a asurion t shirt after two weeks of already being hired and during training limit me to full access of equipment saying I'm not fully certified taking cash money from customers that we're thankful but really against policy to take tips from customers. asking employees to buy him food and not giving break after three hours accusing me of not getting sales and judging me falsely playing music to loud also office and using inappropriate sexual and disrespectful language at work n the back office lied about my performance and fired me with no good reason. I did nothng wrong or illegal on time, work full shifts came back on my break on time and got sales plite t customers and very respectfully to customers and employees. I believe manager jakob should not be manager and should be fired investigated and stript of his license to never disappoint another employee again very rude and disrespectful was this manager jakob I believe possible discrimination against me cause of my race and cause I'm smarter then him he's a fool and will suggest he not make choices for me or any employees he's harrass to and discriminate fired employee t ok disappoint and blame cause he has anger issues and doesn't really want to work he likes to sit down a lot in the back then be inappropriate with jokes being gay and saying he's chocolate when he order food really he's not chocolate and I don't like him never did in that way he talks to slow and t me a slow stupid person he definitely needs to be terminated.

Before starting my account I called and asked about coverage, and if a tv would be covered if if broke in a move (screen) because it happened last time we moved . I was toldl yes. Well the screen on the TV broke and because i had not yet signed up the call and information does not show up that they told me it would be covered. I now have paid my account and the screen on my tv is not covered. I think I have been frauded and the employes are mis informed. Maybe it is just to get people to spend money.

Poor Consumer Cellular Service unable to activate new replacement phone. Hours wasted on ineptitude of service. Now I also have a broken phone due to be shipped back to you as well as a replacement that does not work! I'm changing carriers and no longer need this piece of equipment nor the lack luster service of Consumer Cellular. I can be reached on land line [protected]. Any refunds?

On October 14th 2022, Asurion repaired my iPhone 13 Pro Max under Claim ID [protected]. Recently, my screen failed again and I took to Apple Store for fix. They opened up phone and found moisture damage because when Asurion fixed phone they did not remove the PSA liner from bottom part of phone causing it to not seal correctly, allowing moisture in. Photo of error per Apple provided.

I paid for an extended warranty through Home Depot on a fridge I bought. The ice maker stopped working within 3 years and Samsung took ownership of the claim since it was part of a class action lawsuit. I was not able to use my extended warranty due to this. I called Asurion as my fridge has been deemed unrepairable. Home Depots website states they have a no lemon policy and they also refund if you never used the warranty purchased. When I called to question this they said my policy expired 6 months ago and a manager will NOT call me back. They do not honor what is on the website and they refuse to provide customer service. The money I spent on thr warranty is down the drain due to not being able to use it with the class action lawsuit on Samsung. Customer service is horrible.

I need help getting my business phone repaired. In this day and age, the runaround I have been given is unacceptable. When I first purchased my phone, the Telus employee told me to go with Telus/Asurion over Applecare. Applecare would have had my phone fixed the same day, but this has not been the case with Telus/Asurion.

Friday October 20th:

Around 3pm I went to Telus Koodoo on St.Albert trail. The person there looked up my account and told me I had applecare insurance (not telus/Asurion) and to go to Mobile Klink to get my phone fixed.

I went to Mobie Klink and they told me to make an appointment and go to the Apple Store.

Went home, made the Apple apt, drove to a different city to go to the nearest Apple store (West Edmonton Mall) waited for 1.5 hours to be told I don’t have apple care and to go back to Telus.

I went to Telus Koodoo in the mall, they told me I HAVE TELUS INSURANCE NOT APPLECARE and to go back to Mobile Klink, which is now closed.

Saturday October 21st:

Around 10am I go to Mobile Klink. They tell me I have to submit an insurance request online before it can be repaired under insurance.

I go home and submit a request. Its under review?

I drive to a relatives home in a different city so I can use a phone. I call Asurion. I am told my claim will be processed within 24 hrs. I asked “do you work Sundays” she said yes and for sure I will get a response by 10am Sunday.

Sunday October 22nd:

Asurion is closed on Sundays. Telus business support is also closed on Sundays. THIS IS NOT WHAT I WAS TOLD BY ASURION.

I drive to Mobile Klink, at this point I have lost 3 days worth of income, as weekends are the busiest for my small business. I am prepared to just pay out of pocket to get my phone because this has been an absolutely ridiculous process. (Also makes me question why I have Asurion in the first place?)

The person at Mobile Klink tells me he doesn’t know how to repair iphones and to come back on Monday because someone will be there who does.

If I had known this is what it would be like with Telus/Asurion I most definitely would not be paying for this service. I have been a business customer for 6 years, and I also pay for Telus internet. I always pay my bills on time and have been a very loyal Telus customer. I need this to be resolved as soon as possible. This is terrible practice for a company that preaches how they help small businesses.

Bill to Asurion wireless was paid to the company using an unauthorized payment form. My debit card. I am seeking reimbursement for this fraudulent payment. Chase Bank has been informed of this. Now I am attempting to become Debited funds back to the account from Asurion for this fraudulent activity. The company makes it very difficult to be contacted Michael Waite [protected]@gmail.com

Have Claim Number [protected]

Been a week they tell me the phone is on back order for over a week paid deductible - still no phone. It is difficult to operate without one. If the phone is backordered maybe someone should contact, you with option of ones you have available!

Went to parts of your umbrella organization Verison (three stores): All three had the phone available but you cannot get one.

If this a stall you are using to get additional time not to adjust claims; you are treading on a class action lawsuit.

I filed a claim online Monday and received the replacement Tuesday. I went to Us cellular (my provider) and it was not compatible with the network. Please understand that I do NOT have an alternate phone to use in order to contact Asurion. I called to inform of the mix up on Thursday and was assured that the device being shipped would work on US cellular network (several times). I received the second replacement on Friday and took it to Us cellular today (Saturday). IT IS NOT COMPATIBLE AGAIN. I have no way to call until Monday to get yet another replacement. Although the representatives were nice during the four calls I have had to make thus far, the level of training is sadly lacking. They could not walk me through the website in order to put a credit card number in. Nor could they do it over the phone as that is not how the system works. There is NO link to email corporate OR chat online to get issues resolved. And the majority of the links tell you to call in while the representatives are telling you to use the website. At this point I either want a CORRECT device or a full refund. If this company is unable to fulfill their obligations, I will have no problem saying so on every social media outlet I can find. It is absolutely ridiculous how much time I have had to put in on this process. Seems like a total waste of money for the insurance at this point.

Date: 10/06/2023. Delivery window set for between 10:00 and 12:00 noon. The technician did not show up with in the scheduled window. I waited an extra half hour but had to leave for another meeting. As I was pulling out of the garage at 12:30, the Asurion technician was approaching my house. I could not cancel my 1:00 meeting so asked the tech to reschedule delivery and set up for either tomorrow Saturday 10/07 or Monday 10/09. He said I would be receiving an email with the time and date for the next appointment. Instead, I got two emails. One said I was not home during my scheduled appointment and that I should contact them to reschedule. ONE minute later I get an email that says the order has been cancelled per my request. This was followed by an email from AT&T informing the order has been cancelled per my request and any cancelled orders could not be reinstated. Because Asurion's employee was late he cancels the order and says I was not here. They charge a fee and then don't perform. I waited on hold for 38 minutes to speak with someone that was unable to do anything. I asked to speak with his manager and was told I may not hear back until next Week. Customer service is clearly not a high priority for this company. This service is not worth the email to schedule it. Do not use this company for anything.

On September 12th, 2023 I accidentally dropped my Galaxy S21 in the water @3a. I went to the TMobile store @12:15p and made a claim for the damaged phone and paid the deductible for a replacement phone. The T-mobile associate then agreed to switch the phone number of the damaged phone to a Motorola phone which had another number, then she switched the Sim card. Later that day I received a email from Asurion acknowledging the claim. However on the 15th I called to find out when the replacement would arrive and after several hours of run around I was told the claim was denied. When I objected, they hung up on me. I went to another T-mobile store while traveling and was told this is what they do. When I returned home I went to the T-mobile store where the claim was filed and the same associate. She called and they reviewed the claim and told her no they wouldnot pay the claim. Also, asked to speak with me, then hung up on me and made no attempt to follow the billing which showed the phone had no usage for 10 hrs straight. I was in need of a phone while traveling and spent almost $1000 to purchase a phone which would give me the same capabilities as the damaged Galaxy S21. After conversations with others including T-mobile associates, it sounds like Asurion has a pattern of disallowing claims even when they are valid.

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