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Asurion Reviews Summary
The company enjoys a strong reputation for its efficient and customer-centric service, with many customers praising the ease of filing claims and the promptness of repairs. The convenience of mobile repair options and the professionalism of technicians contribute significantly to positive experiences. However, some customers express concerns regarding price increases for replacement devices and occasional confusion about appointment requirements. Overall, the sentiment is largely favorable, highlighting a commitment to customer satisfaction, though there is room for improvement in communication regarding pricing and appointment logistics.
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Submitting a claim for my husband's phone was so easy and he had a new phone in about 24 hours!
Phone screen...fixed it. But it went to some kind of maintenance mode that they couldn't resolve right away. It took 40 mins after they closed to finish. They never said will finish tomorrow. Got it done that night. Thank you
Went to get my screen fixed at the Plano location and I was amazed on how fast, easy and professional my experience was. After making my claim through my cellphone provider (first timer), Raul texted me the next day to follow up and see what day and time worked best for me. Once I took my phone in he explained to me thoroughly on how everything works and told me to come back in an hour! I definitely did not expect for it to be that fast. Will recommend to to friends and family.
Quick easy. They shipped my new phone in 2 days time. Sent instructions on how to ship phone back.
The agent was very helpful and efficient in resolving my concern. Great service thinned you
I made a claim for my phone on March 16th, 2023. They provided me the service date and time, they canceled. They re-scheduled, then canceled. 2nd appointment, canceled, 3rd appointment, canceled, and 4th appointment, canceled. I haven't still heard back from them as of today, 04/03/2023.
My husband was visiting family in one state, while I was vacationing in another. Both of us 12+ hrs from home. They agent I spoke to was able to get his phone to rural area in Maine the next day so he had his flight information to come back home. I was extremely please and happy with the efficiency and convenience as well as the concern I received trying to solve this disaster. Thank you so much!
They did an AMAZING job! The guy that came was very nice, and he got the job done in a timely manor. He would text me to keep me inform on when he was on his way and how long it would take for him to get here.
Satisfied with the replacement screen and great customer service!
I highly recommend this company and the staff was knowledgeable and courteous. My phone was fixed right away and didn't have to wait for a long time.
All resolved in one day thanks to Jose Santiago
Which went above and beyond in order to fix my phone and guiding me throughout the process.
They were always aware of what was occupied And they solved my concerns.
In the past trying to get my phone fixed was extremely time consuming with long waits on hold. This time the ease of using the online claim form I had my claim number and instructions on how to get the phone fixed within a minute.
Within the hour, the business that was to fix my phone called and gave me additional instructions.
Once I dropped my phone off they were friendly and knowledgeable. Within two hours my phone was ready to go. Great experience for sure.
The young man by the name of Ken was extremely knowledgeable and professional. He made me feel like everything was be ok and it was. I appreciate the time he took to make me feel of value.
If you buy Asurion+ you will need a truckload of diligence to get anything done. My apple watch touchscreen stopped working after a swim. Asurion+ said that was a covered event. No problem. With each claim submission came a slew of problems. The first two (complete) submissions, came back with "We need more info". And yes, that was all they said. I called to clarify. Turns out, they wanted 7 photos, but the website can only take one photo along with a full claim form submission (and no you can't recycle old claims, you have to start from scratch every submission). They told me to email the photos, later to be told by another agent, they don't accept emails. The submission website, more times than I can count, would lead me to a page stating, "Sorry, Something went wrong. Try again later". I gave up and canceled my membership. I'd rather pay apple full price to fix it.
Hello, Greg! We are sincerely sorry to hear about your overall experience. We are here to help as much as we can. Please contact us directly to assist you with your pending claim. -Rue
I did, but just as easily as the wrong angle drop broke it, I was able to get it replaced! No hassle or need to complain. I filled out the claim information, chose which local store I wanted to fix it and took I there. About 2 hours of work but it's good as new!
From the business
Asurion is a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances. Protect your device.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello, Andrew. We are completely sorry to hear about the appointments being rescheduled. We are here to help you. Please contact us directly to see all your options. -Rue