AsurionReviews 12,825

Got sent a bad phone. Had to start the entire claim process over again. It's ridiculous you do not have a quicker process for bad phones YOU sent. Get better!

From filing my claim, receiving my replacement very quickly, and the Protech support I received in switching everything over to my new device was absolutely AWESOME. I can't think of anything that could have been more pleasurable when it comes to the necessity of replacing a device that is very important to my business and personal life. It's bad enough when it becomes necessary from an unexpected accidental loss. This experience was superb!

I initiated a claim with Asurion on 12/12/23 due to the loss of my phone. The initial process of setting up the claim was efficient, giving me a positive outlook. However, my experience quickly took a turn for the worse.

After paying a $275 deductible, I expected my replacement phone to be delivered promptly as advertised on the site with free same-day delivery between 7-9 pm. Unfortunately, no delivery was made, and upon contacting Asurion, I was informed that they lacked the necessary resources for delivery. It's worth noting that reaching Asurion's customer service took considerable time, with waiting periods ranging from 1-2 hours.

Fast forward, I was promised another phone to be delivered two days later due to a lack of stock, contradicting their initial explanation. When I finally received the replacement, I encountered issues during activation. Several hours were spent bouncing between Verizon and Asurion, neither party taking ownership of the problem. The revelation that Asurion sent me a phone on a "Non-Pay List" only added to my frustration. Another replacement was deemed necessary, leading to an additional 3-4 days of waiting.

What's truly disheartening is Asurion's lack of quality assurance when sending out replacement phones. Even more surprising, they attempted to sell me additional insurance for my home devices despite their glaring service shortcomings.

This entire ordeal has caused significant mental and emotional distress, affecting my ability to sleep. The prolonged hours on hold have etched the hold music into my mind, creating a nauseating feeling at the mere thought of it.

Asurion, it's imperative that you address these issues promptly and improve your service quality. The impact on your customers is profound, and there's a clear need for better communication and quality control in your processes.

Thank you guys so much thank you guys so much thank you guys so much thank you guys so much thank you guys so much

She was very polite and curteous and explained to me how long it would take to fix my phone I was very pleased she did a good job

Kristen, the tech who handled my claim, was on-time, personable, professional, courteous and knowedgeable. She took the time to fully explain the details of the screen repair process and made me feel confident that my phone would be in good hands for the repair. She assured me that the repair would be complete within two hours and she was true to her word on that. Kristen conducted herself in every way as a person who was interested in my complete satisfaction as an Asurion customer.