Asurion
reviews and complaints

I lost my iphone and watch and ordered replacements on Thursday. Stayed home from work, that just started up again due to covid-19, on Friday waiting for delivery as I could not access any emails, bank accounts, or my customers Without my phone. The watch showed up at 1pm and I received an email confirmation from fedex about delivery. Asurion employee knocked on my front door at exactly 4:30 to repair my daughters cracked screen as I simultaneously received a notification that my phone had been delivered. I look around and ask Asurion rep if he saw delivery, nothing there and no he did not see any delivery vehicle.
I call fed ex and they confirmed the product had indeed been delivered and would escalate this to supervisor. I then call Asurion and speak with a female representative, tell her that my package is missing, and she says it is still in Route and had yet to be delivered. I said there is no way and fedex had just confirmed this, she argued with me and was very rude about it, and when I told her that I would not accept a phone that had just disappeared for some time, she hung up on me!
I have since spoken to 4 different representatives who all have put me on hold for 10-20 minutes to return and say that they are sorry there is nothing they can do. The next day (Saturday) the tracking shows it leaving Tennessee. It is now Sunday, I still am waiting for the device that controls all of my life, am being told they will not ship out another device like I have asked multiple times, because I will not accept a device that is most likely compromised by now, and I have to wait until Monday to receive and return this device so I cenhave another shipped out. This is absolutely the worst customer service experience that I have ever encountered, and one of my first bad reviews. What exactly have I been paying for? This is unacceptable, I would like a refund of my deductible and a new replacement phone, as I took a loss well over the deductible waiting for the item that just strangely disappeared!

10/2/2020 2 weeks ago I filed a claim with asurion because of a cracked phone face. I pay my premiums each month to Verizon and I should be able to trust you with replacing my phone as agreed. I paid the $150 because you guys wont let anyone fix it, which is what I preferred. Nothing else was wrong with the phone but the screen. But, I was sent a "new" phone and was to return my old one, which I did. The phone I received is straight garbage. It glitches, freezes, randomly accesses apps, randomly types things, I cant get into most of the time, and I cant use it. I was told there is a 30 day warranty period. I havent passed that yet so I call asurion, confident that I would be satisfied with the result. I could not have been more wrong. After holding for 45 minutes, because I cant answer a call back on the garbage phone you guys sent me, a seemingly nice female answered the phone. She seemingly tried to help me & then put me on hold to check something. She comes back on after roughly 10-15 minutes and tells me I need to call back because the system isnt working right then (10/2/2020 approximately 7-8pm est). I told her that I cannot call back because I was on a desk phone & i am not sure when I could call again because the brand new phone they had sent me isnt reliable. She stated that it was asurions policy that customers cant hold longer than 15 minutes and that she would have to transfer me to another representative. Having been in customer service for many years, that doesnt sound right to me but she obviously doesn't want to help me so sure. She got smart when I asked her if I had any other options. She told me "it's up to you if you want to call back or not." Ok transfer me to someone else. She says ok & proceeds to abruptly hang up on me. I haven't been able to get anyone else on the phone since then. I am in heart failure and I have a 3 year old daughter. We live alone. If we have an emergency, I cant call anyone because the phone I was sent doesnt work. To resolve this, I need a personal apology from that horrible customer service agent, I need a brand new phone, & I need a refund for the $150 I paid for a replacement phone. Or, send my original phone back & refund my $150, and I'll go to another company who appreciates and values their customers because I am not experiencing that with this company. Im not getting paid for the amount of time Im spending doing your job, so I need compensated for my time & energy, as well. I look forward to a timely response. Thanks

I contacted AT&T regarding my iPhone XR and AT&T transferred me to Asurion to have a phone replaces for some reason Customer Service placed the order for the replacement but put the wrong address in the systems my phone was returned because FEDEX could not deliver it. I contacted Asurion on 9/22 when I did not get delivery and was I confirmed they had the wrong address and the address would validate in 24 hrs. and I should receive my phone on 9/25. On Friday 9/25 I contacted Asurion and they informed me that address was not validated and I now had to wait another 24 hrs. this was totally unacceptable this should have been followed up on since the initial delivery was returned due to an incorrect address. The 3 different customer service agents that I was transferred to assured me that my address was changed on 9/23 yet that was not done. Twice I was assured of the update to my address and yet no change. As of today 9/28/20 I had checked online and still the address was not updated and yet your customer service system directs customers to the website for faster tracking and I still had to call FEDEX to make sure the package was being delivered to the correct address. POOR customer service. I would appreciate a response my email [protected]@gmail.com

Broken screen after buying/paying in full for a new Iphone 11. Luckily, so I thought, I had insurance. Called and made an appt. No one ever showed up for the appt after I waited for five hours and continually tried to get ahold of someone. I could not get any explanation or help other than to send my phone in and receive a used one in return for another $170. The people were rude and evasive and were of little assistance and understanding that I did not want a used phone when I had just purchased my phone brand new a few weeks before it was broken. I asked for a manger and all I got was, sure, I'll get someone else on the phone. When I spoke, it was like nobody even listened. Seemed as though they were reading off a script and just wanted me to stop talking and do exactly as they were saying and that was my only option, even though I am the one paying for this silly insurance. Cannot even describe the amount of disappointment and frustration that entailed dealing with this insurance BS.

Broken screen on iphone, completed repair request claim form, tech failed to show up on time (2 1/2 hrs late), excuse was he accepted 4 7-9am appts at the same time. Nice. Quadruple dipping, very professional.

Tech was unable to complete the repair, had to meet him elsewhere for completion.

Met tech to complete screen replacement, Asurion closed the ticket so phone screen now bricked and can not be repaired.

Tech tells me to contact Asurion to get replacement, which I do and Asurion fails to ship overnight as promised, failed to provide tracking then lied about when it would arrive (FEDEX information makes a liar out of them).

Leaving hotel (traveling) tomorrow and will not be here when LATE replacement shows up.

Told by Asurion that hotel will have to return the phone, will take another 5-7 days once returned to Asurion to then process another claim to resend replacement to new address.

What a bunch of goof balls that don't give a s_ _ _ about customers, or service.

I bought an extended warranty for my apple iphone. Phone stopped working, I filed a claim and received a replacement phone that did not work. I sent it back, got another replacement phone that did not work. Sent it back and yes, got another phone that did not work. A total of three phones over a month long hassle with no ability to get me back to a working phone.

Just give me back my deductible and premium payments so that I can buy a new phone myself.
Robert chaves

Rec'd a replacement phone after my husband dropped his original phone purchased during a run (he's a first responder). A month into having the replacement phone, the phone features stopped working altogether. We spent over 2 hrs on the phone w/tech to see what the problem was. When they couldn't get it fixed, they referred us to Apple saying that the replacement phone was a "new" phone and Apple's warranty should kick in. Spent an equal amount of time with Apple who couldn't figure out the issue either but referred us out to another company. After working w/that company, they indicated that the Asurion was not being honest (they'd seen it many times) and that the serial number on the phone shows it was a replacement and not "new" so Apple's warranty would apply. Called back to Asurion who now says that I'm out of the 60 day time frame to get a replacement, even though I DID call and sit w/their tech folks and report my issue. Interestingly enough, they show no record of a call from me. This company is ridiculously incompetent. BBB will also get notice of this complaint/scam.

When you buy their 2-year warranty and make a claim in the 1st year they tell you that it doesn't start until after the year of the manufactures warranty ends. So in effect you have 3 years. But when you make a claim in the 3rd year they tell you no, that it runs concurrent with the manufactures warranty. This is a scam. They sell you a 2-year plan and only give you a year. I have made claim in the first year and they made me call the manufacture to get the problem resolved they refused to honor their plan.

There website is terrible. No easy way to follow up on my existing claim to check the status. Wait time on phone line is terrible and finding a dialing path to a human is very difficult. Terrible customer service.

I've made about four claims now and spent at least 2.5 hours on the phone (usually on hold) while they try to go between me and the insurance adjuster.

I pay for coverage every month and yet asurion sent me a letter that if my sons phone breaks they will no longer replace it... Yet I still have to pay every month. I would not suggest using asurion for your iphone insurance, go with apple care or something else. They are a complete ripe-off!

Phone started to crash with no physical damage.

Called Verizon, to get a replacement phone.
I have done this 12 ties at least since i have been a customer for 25 years with multiple line.

Got transferred to Asurian and after speaking to multiple drones reading a script was told that the final step was to do a factory reset and wait to see if the issue happens again.
This is not support this is like fishing with dynamite.
Horrible service.

Submitted a claim for replacement and paid $149.00 12/26/19 - luckily the "chat" with "Natasha" was saved. Nothing ever came so we called Asurion to find out what had happened. Now speaking to Kathy on 12/31/19 and she states there is NO PREVIOUS INFORMATION REGARDING MY CLAIM. Meanwhile we had to file a second claim and charged $199.00 this time! Funny... they took my money - twice - and we have the chat AND the charges on my card! After a rather long conversation she stated we had to contact credit card company to take care of this! They would not credit my card! They would not take care of THEIR ERROR! Asurion obviously has a horrific problem with security of their claims site! What is even more astounding is that the transaction/charge on my credit card for both payments is EXACTLY THE SAME! EXACTLY! Now would you not think this a serious problem if you are Asurion? Inside fraud?

BE AWARE!

I called in a damaged phone for replacement. I paid the 250. or so required. We were moving so between the time I called in and the time I got the envelope to return the old phone, I lost the old phone. I don't know where it went - whether someone stole it as we were moving or whether it was put into a box we didn't see. I have called to explain to Asurion and was they would make a note of it, I would not be charged the fee for not returning the phone because loss is also covered and I already paid the fee for the replacement phone. Then, I found the charge on my Sprint bill. I called Sprint to complain and after many callsa nd hours they told me only Asurion could recall the fee, but that they would give me a 'payment plan' that would extend the charge for 2 weeks while I got Asurion to remove it. I called Asurion again and was transferred multiple times, hung up on multiple times, usually when I asked for a Supervisor. One person just kept me on hold so long thinking I would hang up. But I didn't and they were very surprised when I didn't and came back on the phone. Then transferred me to a supervisor and then I was again disconnected. This time I had waited on the phone over an hour. Clearly this is a bait and switch and I will be taking this to small claims court to have it reimbursed plus fees.

Thomas McLoughlin
1314 S Riverside Dr. Edgewater. FL 32132

December 17, 2019
Assurion,

Dear Sir or Madame,

I am writing to you to inform you of how dissatisfied I am with your claims review.

I purchased an a Assurion protection plan for a used iPhone that I bought my son. The phone fell off the top of the car and the front screen shattered. When I called to process the claim I sent them photos of the phone. They reviewed the claim and said that the damages were too extensive. They said that the claim would not be honored. I am not sure what type of accident they would have covered. I have the impression that no accident would fit under your protection plan which you market so craftily on the Amazon website.

I have bought multiple Assurion protection plans and have never made a previous claim. I spend thousands on Amazon every single year. I cannot tell you how dissatisfied I am with your insurance plan.

I am writing to you to inform you. Perhaps you can correct the situation where I feel I was unjustifiably denied my claim. I look forward to your response.

[protected]@gmail.com

NO REFUND this email was sent to me 11/14/2019

This is a confirmation.
Your cracked screen repair is cancelled.
Claim ID [protected]

Valued Customer,

We'll refund the previously charged deductible to your original method of payment. Your refund should appear in your account within a week.

To resume or change your claim, please visit us online or call 888-881-2622.

Regards,
The Asurion Team

We have spent 3 hours on the phone over the last 2 days trying to arrange for a covered cell phone battery repair. Our policy cleary states that this covered.
We have spoken to multiple representatives. There is poor record keeping when passed from one representative to another. We have repeatedly corrected their incorrect information. We are now benig passed to another department.
We have still not resolved this.

Made appointment called to see if there was any cancellations to try to move my scheduled repair appointment . Rep accidentally cancels my appointment. Tells me and there's nothing I can do . I ask for a supervised she leaves me on hold 130 minutes . The start a new claim am expect me to wait the extra week when it was there mistake . No customer service . They suck. Horrible .. how is it possible they create the problem and they expect me to wait when it was there fault to begin with .. I never asked for a new claim . I already pains the 29.99 .. this company is the worst . Can't even imagine how they think it's ok to treat customers the way they do ..

I have had Verizon Wireless service for 18 years and I paid for Asurion insurance on our mobile phones. I used the Asurion insurance to replace my crushed iPhone 8 in February 2019. I received the replacement iPhone 8 phone and sent Asurion the old one. I have paid for the replacement iPhone 8 through Verizon Wireless and thought that I owned the phone, but that is not the case.
On 11/18/19, went to Xfinity Mobile store to switch cell phone service from Verizon Wireless to Xfinity Mobile. The Xfinity technician advised me that my iPhone 8 was locked. I called Verizon Wireless and was advised that the phone was locked through Asurion. My call was transferred to Asurion. The Asurion representative advised me that my cell phone was locked with the Verizon Wireless service and the phone could not be unlocked to transfer the cell phone service to Xfininity Mobile. How can I own a cell phone and be told that it is locked with Verizon Wireless service?

I took my iPhone 7 Plus in to be diagnosed and was told it was unrepairable.After paying the $225 deductible and giving you the correct address, you sent my new phone to our old address.You immediately took out the money but have made my life miserable trying to get you to correct the mistake that you made. Now I supposedly will get my phone Monday but I want some sort of compensation.