On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
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.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
So I had some dead pixels on my phone screen that started to get worse. Filing a claim online was simple, and fast. I took it to the AT&T store in San Marcos, and my screen replacement was done in less than an hour. Cameron was awesome!
For some reason my iPhone12 stopped charging so I went to the ATT store anthey tocare of everything. We could not use mh phone to file the claim so ATT did it over their phone.
Everything was easy to file a claim and get a replacement phone
Nick at the Layton location helped us on so many levels from a poor functioning phone to updates on Apple Watches and and iPads! He was so helpful with ever question and got us set up with all the updates on our phones and questions answered with everything we needed help with!
Asurion has a lot of good reviews but not so much for my case. I dropped a jack handle on my iPhone X and after being mad at myself and disappointed I remembered having this insurance on my phone. I filled out the online claim form and paid my $250 deductible and within a few days had what looked like a new device.
After restoring my backup and returning my broken phone I was online and working again. Within a day or two the replacement phone volume would turn its self all the way down while you were using it causing me to miss incoming calls.
I received the second replacement phone and again it cosmetically looked great however within a week or so it began powering itself off and on at random times. I called for technical support and was asked to reset all the settings on the phone and if the problem remained to then factory reset the phone and see if the problem remains with one any apps on it. I did as instructed and the problem persisted so I called back only to be transferred to four different people none of whom had any knowledge of my issues, despite having a trouble ticketing system, so I had to start from scratch each time. One of the four people wanted me to pay an additional $49!
Finally reached someone who was rude and acted as though she was doing me a favor but did ship a third phone. We'll see how that one works.
I would in no way recommend this company! It appears that they do not do sufficient testing of their replacement devices. Calling them is extremely frustrating in that they do not annotate your account with details (even though I asked them to do so) so that those details are available to the next representative you speak with. I have spent hours trying to get back to a working device, online, on the phone, restoring backups, troubleshooting, repeating myself over and over……..
Very easy to get an appointment set! I ended up not being able to make my original time frame so I rescheduled & set it up for someone to come to me (very busy schedule) he showed up within the 2 hour time frame, was extremely friendly & got my screen replaced very quickly! Also put a screen protector on for me as well.
All positive.
Definitely would recommend anyone to have the insurance.
Losing something so dear to you is unacceptable. It is so depressing to lose some memorable moments of my life from yesteryear. The only thing that cheer me up is the protect advantage of Asurion and my phone has been replaced. I can't imagine the days without a phone is like alone in the dark, nobody to talk to, to guide you and more. Lessons learned.
From start to finish my screen repair was hassle free.
Going online made it easy and it was very self explanatory!
My tech replaced the screen same day and in a timely manner. Just under an hour. I will definitely recommend to friends and family!
LJ was prompt, friendly, and kind. She quickly diagnosed my problem with my daughter's phone and went about repair it quickly. My daughter's was at school. LJ needed her Apple password and passcode to complete repair. Since my daughter didn't have her phone I had to wait for her to come home from school. LJ left my home to do a nearby repair and came back to my home when my daughter was home to complete the repair. LJ went above and beyond customer service and is an asset to your company. She should be recognized and rewarded for her outstanding work!
I smashed my phone in the door of my car while trying to hold onto my little wiggly dog. My replacement phone was in my hand the next day! I was so so happy (plus I didn't feel like such an idiot). They did a great job all around. I am very pleased with the service.
I only expected to get my screen replaced I appreciate getting another iPad
Tech was very knowledgeable and explained each procedure he performed
I have had Asurion for many years I have a special need son that is very hard on everything especially phones They have helped me so many times
$17 a month. High end insurance, $229 deductible and they send me a refurbished replacement phone. So basically after 6 months with a phone you've paid for a new phone with the deductible and you get a used phone. Trash company. Never buy the insurance. It's a scam.
Hi Nic, I am sorry to hear your experience with this service has not been the absolute best. Please know we are here and happy to help. We do strive to get you reconnected for less than the retail cost of the device. However, if you have any additional questions, feel free to let us know. -Ari
Asurion is a life savior. I was just so stressed about when the device will arrive and was able to get feedback that put my mind at ease, very fast, reliable and easy to get around quickly and just get a new device
Everything was extremely easy and customer service was excellent!
Ye'a, the tech was very knowledgeable and super helpful. I honestly dreaded dealing with the phone but she made it beyond easy! I was in and out in no time. True customer service!
Gracias por reparar mi teléfono... La persona siempre estuvo en comunicación conmigo y me explico paso a paso. Mi teléfono estaba listo en 20 minutos! Muchas gracias!
From the business
Asurion is a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances. Protect your device.
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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
Hi Randy, I do sincerely appreciate your patience with this and completely understand how you are frustrated with this process. I apologize for any inconvenience. Please know we are here and happy to help to ensure this is resolved. If you find you do need additional assistance, feel free to reach out to us directly. We are happy to help. -Ari