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1.9 481 Reviews

Asurion Complaints Summary

103 Resolved
365 Unresolved
Our verdict: When using services from Asurion with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Asurion reviews & complaints 481

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J
10:17 am EDT

Asurion tv

On 8/15/17 I Filed a claim because my tv had broke. I explained everything to the man on the phone, and he informed me that they would cover my claim. I informed them that it had a crack in it he still told me my claim would be covered and i talked to a lady today and she told me my claim would not be covered. After I was told by two different people that they would cover my claim wouldn't. Not only did i hear it but the two police officers and my lawyer heard it as well.

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9:34 am EDT
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Asurion customer service/phone repair

I filed claim to have cracked screen repair on my S7. A representative came on site to repair. After removing the cracked screen, she replaced it with the new screen and somehow damaged the new screen in the process. She did not have additional screens so I was left with a damaged screen and a phone that I could not use as the screen was completely blacked out. I could hear the phone ring, etc. but had no way to answer because I couldn't see. I was told that I could call Asurion to report the incident and they would provide a replacement phone next day. I called later that night to report the incident and requested that the deductible be waived as I was now without a phone as a result of their representative causing damage to the screen. Not only did they refuse to waive the deductible, I have to wait 2-3 days for a new phone. I have never had an issue with Asurion before, but I am totally dissatisfied and annoyed that they would not own the fact that it was their representatives fault that I am now without a phone all together.

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3:38 pm EDT
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Asurion dyson c59 animal cordless vacuum

have always had all 3 of my Dyson vacuum cleaners serviced at the Dyson store in Lone Tree CO. When my stick Dyson had issues after 2 1/2 yrs they stated they motor needed to be replaced and they would not cover it and it was out of warranty.

I then remembered I purchased a 3 yr warranty when I purchased this machine back in Nov. 2014 through Walmart/Asurion. I called them up, explained what the Dyson store stated. Explained that they service it every 6-9 months for checkups and needed a new motor per the Dyson store technicians.

They arranged for pick up and repair. NOT once was I called to state what parts they repaired/ordered. NOT once did anyone respond to my inquiries via email . I only received updates stating received, parts ordered and the NEXT day after the part was ordered they stated they were sending it back.

When I got my Dyson Pet Stick vacuum back it was NOT my Dyson I purchased. I purposely marked my Dyson with finger nail polish on each the head, the handheld and the head of the vacuum. I knew this was NOT my Dyson Pet vacuum because 3 months previous the Dyson store replaced the head of the vacuum cleaner and this was not a new head. It was beat up, has marks all over and NO finger nail polish dot on the two wheels I placed on it before sending it out. Same as the hand held motor or the long stick portion.

I have called them 8 days ago only to get no call back. ONLY STATING they would give it to management and they would call me back within 2-3 business days. Well I am sorry, but has been 5 business days since I called.

Called again today, got no answers. Filed a consumer affairs complaint a week ago. Today I am doing this review. I will file with the Insurance commission and BBB and anyone else who can assist in ASURION who steals your product and sends a defective one back.

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1:30 pm EDT
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Asurion iphone 7 plus lost/stolen

I was out shoppinf with my kids for back to school when I notice my gone with misplaced/ gone. I then tried to locate it and couldn't. I then called to report the phone lost because it was a must that I have the phone right away spoke with I rep I explain the issue she transferred my call to a supervisor named Monica she told me what I had to do to receive the phone tge next and that the cut off was 10pm I had everything done by like 4/4:30 and called back spoke to Jill, Thersa, and Robin who told me that I would receive the phone Saturday and the $20 fee would be waived I woke this morning to track the status of my phone to find out that it won't be here until Tuesday that put me in a bad place for work so I call back and speak to supervisor James(165699), Michael, and Gean that nothing can be done. This issue was handled very badly not to mention the worst customer service that I've seen.

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12:10 pm EDT

Asurion asurion service agreement for electronic

All the time and effort I have put into this claim, trying to get y'all to fulfill your end of the agreement is ridiculous. This is a total scam! I will never buy this fake insurance again. My child has now been without his tablet for over a month and asks me for it everyday. I already sent you the tablet, I have verified and you have admitted to received it. I registered the product initially, sent you proof of purchased twice and every time I complete all the steps to get my refund you add more steps. What a joke!
DO NOT BUY! Waste of money and waste of time.

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B
12:57 pm EDT

Asurion account fraud and now i'm penalized

When trying to file a claim for a lost phone (8/5/17), found that Asurion processed fraudulent claims under my phone number. I had to go to a Sprint store to reset Pin/Password/Address. Took 2 days of me repeatedly calling to figure out what happened and process my claim. I had to push repeatedly and not accept, denied due to program abuse. Call backs promised never happened. All of this should have been noted and I even filed a fraud claim with Sprint. Guess Karma is out for me because I lost my phone 2 weeks later. When trying to file the claim for 8/19/17, I am stopped from doing anything online. I can't access my personal email at work and have no easy contact during the day because I don't have my cell. I understand because of the fraud but I am jumping through hoops - provided driver's license, notarized affidavit, passport, proof that device is mine - all done. I have spent hours on the phone with pages of notes. Confirm they have all documents but because of fraud, my claim is on 24 hour hold. This is accomplishes nothing but delay the paying customer. If there was any true verification, the fraud procedures would have caught the problem not the client. Completely frustrated to the point of tears yesterday. Latest ID [protected]

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JBT09
, US
Sep 23, 2019 1:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am dealing with a replacement issue with these disgusting people. My phone was stolen along with all my credit cards. I filed the clain for my phone - tried to use e check and they said my bank declined. I called the bank - no declinations processed. Knowing my situation, they told me to go get a cash visa (no DL, no credit cards - so you can't write a check without a DL and you can't write a check for a cash card.) Tried my other checking account, it too was "declined" which was not true. Finally, I got my son's credit card and used it for the deductible. Was promised same day delivery when the tech failed to show, I called and they said they had system problems and could not send someone - then they said - it would be Tuesday via Fedex and that was the best they could do. I can't image the false promises and misrepresentations of the facts that these guys provide. Left a message with the Office of the CEO complaint department and they were to call back by noon today. NOTHING. I have been paying premiums for 3 years and never had a claim before so this is absolutely disgusting to me.

P
P
phoenix system
, US
Jun 18, 2019 5:19 am EDT

OMG I am dealing with that right now. Moreover I literaly had an Asurion rep tell me "if i file a claim it will be denied." That rep was so cruel she made a descision to deny wiithout facts

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S
1:05 pm EDT

Asurion iphone 7 plus/ shattered screen

I was told I would receive an envelope to ship my phone over night, did not receive it until 3 days later. They said I would get my phone back between 1-5 business days. It is now my 9th day, waiting for my phone. I've called 2 times now and they keep giving me the same excuse. "We are still waiting for the parts to fix your phone". I'm not one to complain but this is ridiculous, I went with my phone insurance because it was supposed to be faster and more reliable. Do I get credit for waiting so long?!

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5:24 am EDT

Asurion samsung tv 4k w/shattered screen, and optical port tab broke

My new Samsung 4k TV, that I bought through Walmart Online, was in the box through most of this past year, but after setting it up just recently I went to plug in the optical plug, and the optical port tab broke off that holds the connecter in, and if that wasn't bad enough, a speaker fell and hit the screen, but for both issues, I was told that these were physical damage issues, and not covered by the Asurion Protection plan. if I had known that, I would not have paid an additional $89.00 for insurance! We've always had good service when it came to our phones getting broken screens, so why not the TV? Damage to cell phone screens is also physical damage? More apt to be damaged than a TV screen! So, my expensive TV is sitting in my cabinet, and has been reduced to half the price in a years time, and does me no good now, because I'm hearing from everyone that it isn't repairable, and if it was, would cost as much as buying another new TV.. I am so disappointed, and sad that I paid all that money for nothing! Please Respond... Sincerely, Tonia M. Palmero

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5:04 pm EDT
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Asurion replacement phone

On a positive note, Asurion provides quick replacement devices upon request. On the negative side, however, it can be a huge hassel to return an unused replacement device. My original phone was working by the time I received the replacement phone and instead opted to return the replacement. I have called Asurion three to four times in the last 4 months and I'm constantly met with representatives who are not able to help. My account had already been billed for the replacement device and even though Asurion confirmed that they received my return on May 9th they have still yet to refund the money. Everytime I call a new representative makes me fill out a refund request stating there has not yet one, eben though I assure them I have done this 3 times. There was even one time when the representative hung up on me after I was on hold for 15 minutes. The last representative I spoke to assured me there was no formal way to file a complaint. I wish Asurion had better trained representatives in how to handle similar situations. I have still yet to receive my refund even though I returned their device. We shall see how long this ordeal takes to fix. At this rate, I would have rather just buy a completely new phone instead of going through insurance.

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4:33 pm EDT
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Asurion iphone5s n rca tablet

I filed 2 claims and they notified me they would send me a box and was supposed to be here 6-7 days and i never recieved them, i paid insurance, i have the reciept and i also sent yall the reciept which is faded bc i guess the copier didnt have enough ink but that is not my fault! If its not dealt asap i will sue.my name is londy curan my email londy.[protected]@icloud.com cell number [protected].

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2:16 pm EDT

Asurion replacement of lost/stolen iphone 7

6/27/17 Filed claim for lost/stolen phone
7/5/17 inquired about claim and was told claim was denied due to usage on day phone was reported lost/stolen. I explained that I had switched the line to my old phone on that day. Was told to call back and speak with an adjuster.
7/6/17 Spoke with an adjuster and was told I had to resubmit claim in my sons name as he is the primary account holder.
7/11/17 re submitted claim
7/16/17 realized I had to "take action" via email to complete the claim
7/18/17 received phone. Bubble wrapped in generic boxing with an envelope to return damaged or broken phone or be charged a fine? How do you return a lost/stolen phone?
7/19/17 Called to inquire about return phone envelop
7/25/17 found an email from 7/19 thanking me for my return. What return?
7/25/17 Realized I was sent an IPhone6 called to report it. Was told I was sent an IPhone7. I then Verified with SPRINT that I had an IPhone 6
7/26/17 Called back to report the wrong phone again and was assured that they "would take my word for it" and send me a new phone. Excuse Me?!?
7/31/17 No phone. No email. No Call.
Through this whole process it has been insinuated that I am in some way a thief or trying to commit a crime. All I want is a replacement for the phone that was stolen. The one that I am making payments on. The one that I pay insurance for. The whole claim process has been frustrating to say the least. I would thank you in advance for your time and rectifying this situation promptly.
Claim ID [protected]

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7:36 pm EDT

Asurion iphone replacement double shipped and no credit

Back on May 22nd my uncle lost his phone and they sent a replacement phon. A week later his new replacement phone was stolen so we had to file another claim but this time needed to complete and affidavit . They sent a new phone which was fine, but then they sent a second replacement phone. and block the first the phone they sent out. We were then told to send back the 2nd replacement phone and keep the last one they sent. We did just as they asked and now it's been over two months since we received a credit. The admitted their mistake by sending two replacements phone for the stolen device and said we wouldn't receive a credit. Now after two months of waiting for the credit they are saying they never received the second phone back. I would like a refund ASAP for the phone we sent back.

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12:02 pm EDT

Asurion replacement phone documentation

My mother broke her phone last week and on the 18th of July 2017 she made a claim. Gave them her information and was told someone was going to email her the forms she needed to fill out and send back with a copy of her ID. She is not computer savy to know how to do it all online. Anyways she sent it in and was told that someone would "call" her. She has been waiting a week for this call. So she asked me to find out what was going on since she is at work and the sprint account is in my name. I called today 7/25/17 and spoke with someone over the phone who then told me that they never received the documents. So I then printed the forms and copied my id and sent in the information to get the claim handled the fastest. THe lady on the phone also told me it would be 48 hours until I heard from someone so it was very frustrating. I started a chat about half hour after sending in the information to make sure it was received and going to be processed. That is when I found out from the chat agent that the first set of documents (the ones my mom sent in) were rejected but couldnt tell me why. My mom nor I was ever contacted regarding the rejected paperwork so how is someone supposed to know it was rejected. Also it should give a reason as to why it was rejected. All the person online could tell me was that its because it couldve been blurry but he wasnt sure if that was the reason. He then informed me the MY documents had been received and I should get a call within 8 hours so why was I originally told 48? I got 2 completely different stories in the matter of the same hour. So not happy about any of this!

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9:35 am EDT

Asurion 2 year replacement plan - walmart

I purchased and set of headphones and a 2 yr replacement plan from Walmart. When they quit working I took them back to Walmart and they informed that electronics are only eligible for return for 15 days and that i would need to contact you guys. I contacted you to file a claim and you told me to take them back to Walmart. After taking them back to Walmart again and being assured that we would have to deal with you we called back. After holds and all kinds of different people telling us to take the product back to Walmart we finally spoke to someone who acted like she would be able to help. No such luck. We were instead told that the headphones "should be under manufacturer's warranty" and that we should "just contact the manufacturer." So honestly, I'm trying to figure out why in the world a) you're selling this plan if you aren't going to honor it and make it easy for your customers to get replacement products, and b) why I was dumb enough to buy it from you. I've rarely been so frustrated with any process in my entire life. The level of ineptitude was seriously astounding. But I've learned two very valuable lessons. First, NEVER buy any electronics from Walmart. Go to Best Buy, pay for their replacement plan, when your product fails they give you a new one IN THE STORE AT THE SAME TIME YOU BRING IT IN...amazing concept, right?!?!? Second, NEVER purchase anything from Asurion ever again! You guys are a complete racket with ZERO customer service!

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12:39 pm EDT

Asurion phone claim

I followed a claim for a broken G5, and has been almost 2 months and I didn't get my cheque yet. Supervisors never answer or return call, customer service person lie to me twice saying that they already sent a cheque, but next day I called again and They still have my cheque.
On may 31 I got that email with my service request number [protected]

"Good news! We've received all required information to process a reimbursement for your claim.
Getting you back to normal.
Your reimbursement will be issued within 24 to 48 hours and may be used to purchase a replacement phone. "

Since that day, just came lies and lies about my reimbursement. They say that " If you have any questions or do not receive your reimbursement within 5-7 business days, please call us at [protected]. Even though receiving a reimbursement fully delivers on the promise of your plan, we're here to help with any new products you choose to protect in the future. "

Has been two months and no solution yet. I want my money and a sort of compensation.

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1:52 pm EDT

Asurion denied claim on lost cell phone from sprint

I filed a claim for a lost cell phone which belonged to my son. I received a confirming email stating to check the status on their website. I did this and followed the instructions. When accessed it showed a fed ex number for shipping. I opened that window and fed ex stated it had no record of that shipment number and to check back later. I checked several times with the same response each time.

I then accessed their chat line where I was informed that my claim was denied due no no airtime. Never heard of that since the account has always been current including asurion coverage payments.

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4:12 pm EDT
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Asurion at&t/direct tv

On April 18, 2017, I called Direct TV and advised them I was closing on a new home on April 25, 2017, and would be moving on April 28. 2017. I said I was not interested in taking their service with me to the new place. I was told it would cost $425.00 to cancel the so I said I would I met the installer on April 26, 2017, and the satellite was installed. I moved into my new home on April 28, 2017, and received keys to my mail box on May 1, 2017. Among the correspondence therein was a letter from Direct TV. It was a work order dated April 18, 2017, apparently sent to a house I had not closed on yet and they had my current address. It states 1. check my order, 2. review DirectTV video installation appointment, and 3. review your DirectTV agreements. It further states that by accepting the "Movers Deal" I would be agreeing to a new 24 month agreement none of which I had the opportunity to agree to as it was not received by me until after the installation was complete. After reading the installation order I could have cancelled the order, broken the agreement, and called it a day. I called DirectTV and explained the situation. I spoke to a representative named Beau and was given a credit which did not appear on my bill. I called DirectTV again and conference call between ATT, DirectTV and myself. The charges were waived and the ATT account was closed. My DirectTV account was opened under account #36692 with a balance due of $57.99 which I have paid.

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Update by Susan K Bowman
Jul 06, 2017 4:27 pm EDT

I forgot to mention that AT&T added all of the charges incurred from DirectTV to their bill-at-a-glance side of the bill totaling $223.69 this past month. I have a $22.99 Credit on the DirectTV side. It so appears that AT&T added all charges that were credited for installation and premium channels which also were credited back on to my latest bill. I no longer wish to have a relationship with this company. I have spent countless hours on the telephone attempting to explain the situation to AT&T but they do not seem to understand the problem.

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12:20 pm EDT

Asurion directv warranty

The warranty that I bought through directv was completely useless. At the time I did not know that directv would not be fixing my tv in their own, but they would be outsourcing it to Asurion. I spoke to 6 different people with directv that said "yes, this is covered and will be fixed" everyone with Asurion refused to fix the issue. They need to make sure the people selling their service warranties know their rules, because this is obviously not the case. Horrible customer service and zero desire to make things right for the customer. I will NEVER deal with these people again.

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6:48 pm EDT
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Asurion bad replacement phones

4/30/17 made a claim on a broken iPhone 6. The replacement phones battery drained down so fast it was useless.
5/10/17 made another claim on that phone. They sent me another one that had really bad signal strength.
6/4/17 Received another replacement after 2 weeks the word searching came up in the top left corner of the phone. Advice from ATT tech was to go to an ATT store and get a new SIM card . I did and it didn't work
6/20/17 I am expecting my 4th replacement phone.

Asurion kept telling me that it was ATT problem and ATT kept telling me that it was an Asurion problem.

Spent many wasted hours on the phone with both companies and also Apple. Also 3 trips to the post office to return phones and now there will be a fourth.

The only offer that I got to resolove the issue was from ATT who would take 150. off of an upgrade. It would have cost me 550. to upgrade to and iPhone 7. That is not a fair resolution

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1:30 pm EDT
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Asurion sprint wireless

Asurion has processed to fraudulent claims on my account. Despite multiple calls, hours on the phone with both Sprint and Asurion, they:
1) Processed a second fraudulent claim, even though I gave instructions to Sprint & Asurion that there would only be one address that our phones would be shipped to, subsequently I changed all my passwords in March of 2017 when the first fraudulent deductible was charged to my bill.
2) They have yet to issue me a credit for the March 2017 fraud.
3) They processed a second fraudulent claim @ the beginning of June 2017. I now have a legitimate claim and they will not process.
4) They emailed me to call the Sprint claims number, I get a Verizon provider.
So far I've been charged $400 with no credit in sight. I cannot get to the right department with the information they provided- I've paid for insurance for years, now that I need it I cannot use it.
Neither Sprint (12 year customer) or Asurion (6 year customer) has offered any sort credit or compensation for the time and money wasted, I can't even get my $400.00 back.
There's something very wrong here.

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Asurion Customer Reviews Overview

Asurion is a leading provider of device protection and support services. The company has received overwhelmingly positive reviews from customers who appreciate the company's fast and efficient service. Asurion's customer service team is highly praised for their helpfulness and responsiveness. Customers also appreciate the company's easy-to-use website and mobile app, which make it simple to file claims and track the status of repairs. Asurion's coverage options are also highly rated, with customers noting that the company offers comprehensive protection for a wide range of devices. Overall, Asurion is a top choice for anyone looking for reliable device protection and support services.

Asurion In-depth Review

Overview: Asurion is a leading provider of technology protection services in the industry. With a strong focus on customer satisfaction, Asurion offers a range of services to protect and support your devices. Asurion has established itself as a trusted name in the industry, with key statistics and facts highlighting their expertise and reliability.

Services Offered: Asurion offers a comprehensive range of services to meet the diverse needs of customers. From device protection plans to tech support and troubleshooting, Asurion covers it all. Their services benefit customers by providing peace of mind, ensuring their devices are protected and well-supported.

Customer Satisfaction: Asurion's commitment to customer satisfaction is evident in the positive customer reviews and ratings they receive. Customers appreciate the prompt and efficient customer service and support provided by Asurion. Their dedicated team ensures that customer concerns are addressed promptly and effectively.

Coverage and Availability: Asurion operates internationally, providing their services across various regions. Their extensive geographical coverage ensures that customers can access their services wherever they are located. Whether you are in the United States or abroad, Asurion is there to assist you.

Pricing and Plans: Asurion offers flexible pricing options and plans to suit different budgets and needs. Their pricing structure is transparent, allowing customers to choose the plan that best fits their requirements. By comparing the different pricing options, customers can find the best value for their money.

Claims Process: Filing a claim with Asurion is a straightforward process. They provide a step-by-step guide to help customers navigate through the claims process easily. Asurion's efficient claims process ensures that customers receive timely assistance and resolution for their device-related issues.

Warranty and Protection: Asurion offers comprehensive warranty and protection plans for various devices. Their warranties cover a wide range of damages and malfunctions, providing customers with peace of mind. However, it is important to review the coverage and limitations of their warranties to ensure they meet your specific needs.

Additional Benefits: In addition to their core services, Asurion provides customers with additional benefits and perks. These extras enhance the overall value of their services, offering customers added convenience and support. The value and usefulness of these additional benefits contribute to Asurion's appeal.

Industry Reputation: Asurion has built a strong reputation within the industry, earning the trust of customers and industry experts alike. Their commitment to excellence and customer satisfaction sets them apart from other companies in the same industry. Asurion's reputation speaks volumes about the quality of their services.

Company History and Experience: With a rich history and extensive experience in the industry, Asurion has established itself as a leader in technology protection services. Their expertise and longevity in the industry are a testament to their ability to adapt and meet the evolving needs of customers.

Technology and Innovation: Asurion leverages technology and innovation to enhance their services. They offer unique and cutting-edge features that set them apart from their competitors. Asurion's use of technology ensures that customers receive the most advanced and efficient solutions for their device-related issues.

Privacy and Security: Asurion prioritizes the privacy and security of customer data. They have robust measures in place to protect customer information and maintain confidentiality. Asurion's commitment to privacy and security instills confidence in customers, knowing that their personal data is in safe hands.

Partnerships and Affiliations: Asurion has established notable partnerships and affiliations within the industry. These partnerships benefit customers by providing access to additional resources and services. Asurion's collaborations with trusted brands enhance the overall customer experience.

Conclusion: Asurion is a reliable and customer-centric provider of technology protection services. With a wide range of services, transparent pricing, and efficient claims process, Asurion ensures that customers receive the support they need for their devices. Their industry reputation, commitment to innovation, and strong partnerships make them a top choice for customers seeking reliable device protection.

Final Recommendation: For those looking for comprehensive and reliable technology protection services, Asurion is highly recommended. Their commitment to customer satisfaction, extensive coverage, and innovative solutions make them a trusted partner in safeguarding your devices.

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Contact Asurion customer service

Phone numbers

+1 (615) 837-3000 +1 (866) 760-9079 More phone numbers

Website

www.asurion.com

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