AsurionReviews 12,825

Got my replacement phone, shipped my old one back. Somewhere in transit, the phone is lost. I get charged the additional $400 fee though. I'm told I'm the one that has to start a trace with Purolator. I have to prove it was an issue with the shipping company THEY chose and set up everything with. Once I have it proved it was lost in transit, they tell me that I have to fill a claim for it and then they will refund me. I can't afford this. My mental health can't deal with the horrible customer service. Human robots just repeating the same one liner policy. No one talking to me like an actual human being who is struggling. BUT. I file a partial claim with Purolator as I have to again speak with this phone company to demand the shipping paperwork that I don't have so I can complete this claim. Purolator emails me the next day saying that I can't actually file a claim because it is ASURION's OWN POLICY with Purolator that no one but themselves can file a claim outside of the company. Absolute insanity. I have promptly cancelled any payments to them through my cell phone company. Waiting 8-10 business days while I'm reviewed for a refund. Funny thing. I called yesterday when I had to demand the paperwork and they said they sent a request higher up that would take up to 48 hours to be reviewed. When I called today after receiving the Purolator email I was already all of a sudden being reviewed for a refund. At some point, Purolator contacted Asurion about my claim and their policy and they realized what they had been making me do was incorrect. They didn't call me. Just set my status to "pending refund" after everything they put me through. I will be going out of my way to my story.

Verizon wireless customers pay months of insurance money just to not have any workers in your area to fix your phone ridiculous worst insurance ever

I had lost my mobile device and filed a claim for next day device replacement with Asurion.

I had a scheduled delivery window with an Asurion expert between 1pm and 3pm. They never came or notified me of any rescheduling. I called to inquire about the non-delivery and no show from their customer support. I was told the associate made a note of attempted contact via my alternative phone number and had left a voicemail. The phone of my alternative contact has no record of text, call or voicemail left by any Asurion associate. My delivery window now is shifted to between 5pm to 7pm.

Come 4:30pm an Asurion expert texts me of my upcoming delivery along with preparation instructions. I also receive a call from my assigned Asurion Expert notifying me that my replacement device has arrived and is ready for delivery by 5pm. These notification and updates was what i had awaited for in my original delivery window of 1pm-3pm but had never received.

Fed up, i just canceled my claim with Asurion and changed my mobile provider from AT&T to TMobile so i don't have to deal with such shady and disorganize affiliates.

First, when I contacted them originally I was told it was a check I would be receiving and it would take no more than 10 days from when they received the item, so I went with that information. They received the product back on May 4th, and on May 25th I chatted with CSR who said they did have the product and it should have been reviewed, they were escalating the problem and I would have information in no more than 3-5 days but it should be 24 hours. On 6/2 I chatted again and was told the SAME THING. This time I escalated it and when the supervisor came on, surprise surprise they issued me a gift card right away. No not the check as promised, but a gift card. If I did not contact them twice I don't think I would have gotten anything.

FOR 11 MONTHS THEY QUICKLY TAKE 24.99 FROM MY BANK ACCOUNT AND THE TWO TIMES IVE TRIED TO FILE A CLAIM ONE ON MY DAUGHTERS CHROMEBOOK AND THE 2ND ON MY ALL IN ONE COMPUTER BOTH CLAIMS DENIED. WHEN I CALLED CUSTOMER SERVICE AND ASKED WHY I WAS SIMPLY TOLD YOUR CLAIM WAS DENIED WITH NO FURTHER EXPLANATION. MY DAUGHTERS ASUS FLIPBACK CHROMEBOOK ONLY NEEDED A NEW HINGE AND MY HP ALL IN ONE HAD A BLUESCREEN ISSUE. I PAY A MONTHLY PREMIUM AND I THINK IM COVERED BASED ON THAT, THEN I COME TO FIND OUT THAT IM NOT. FEELS FRAUDULENT TO ME AND IM MOVING ON IN DISGUST AND CONTRACTUAL ABANDONMENT...

I had paid my money, for same day, to receive my new phone after filing a claim. The Asurion expert, Martez, sent me a text the same day at 4:12pm to let me know my phone would be arriving between 5-7pm then followed that up with a phone call at 4:18pm to confirm. The phone did not arrive, neither did Martez. After talking to several people the next day i finally ended with Moni in the Office of CEO, her job title being: Universal Office Associate aka kiss $#*! who explained to me that my phone, with same day delivery, was going to take 3 days. When I asked to talk to her boss, the CEO, I was denied. What i learned: don't believe anything this company tells you.

Horrible experience with Asurion. I called to make a claim to replace my husband's phone Galaxy A11 and when we received the phone it was an old phone Galaxy A6. Called them back to see why he got an older phone he had two years ago. They said they were gonna resend the right phone to him, waited four days and nothing. Called back to find out they were sending the Galaxy A6 again. Had to explain again that he has a Galaxy A11. They said we had to place another claim and pay again for the deductible and that we needed to wait one to two billing cycles to get our money back on the phone that they send by mistake. It is ridiculous that they make the mistake by sending the wrong phone to us and we have to pay twice and wait longer without a phone. I will be canceling any servicing with Asurion and recommend to anyone not to do any business with this company.

My advise: don't even try asurion you will regret it, they are scammer. I think victims should come together and file law suits against them

I pay 50 dollars a month to fix one of my phones if they stop working correctly or (so i thought)!
My ear phone jack is not working so i filed a claim only to find out that i have to pay 229 dollars for a replacement. I looked on ebay and they are selling new ones for 225 dollars, same phone. I cant figure out why i am paying 50 dollars a month if no matter what im going to have to buy another phone that has been refurbished. Wow, it amazes me that they are going to take my phone and fix it and charge someone else 229 dollars. The fix for my phone is probably just a tightning of the ear jack. They are a ripoff, im cancelling my insurence, what a beat they are!

Horrible! They just replace your phone with another junkie broken phone. On my third phone I just gave up and adapted. Then when the current one of became even worse they said I'd have to pay another deductible. Stay away!

Mistake on the damage date. Can't get any help correcting our little mistake. Hours wasted with different people and supervisors trying to get help. Everyone said no. That's yor problem. Canceling. Wat a waste...

My laptop display was working when I took there and now my motherboard has no output at all. DEAD smh

I had a claim for a TV repair and they scheduled a date and 4-hour window to send a repair technician. This particular company was called Superior Electronics fyi. Never showed, never called. Wasted my whole day waiting around. I ended up calling and getting the runaround so I just cut my losses and let the profanity fly. People wonder why all this violent craziness is going on in the world. Quit trying to rip honest people off hiding behind electronics.

Monday I make a claim. The phone has to be sent to a different address. I repeat the address and spell it out 3 times. On Wednesday no phone.
Thursday, just when the phone is 1 town away, it's delayed. I call FedEx and ask what's going on and they say the phone has been sent back to the shipper because the address was wrong. I call Asurion immediately after and they are closed. I call Friday morning get things cleared up. They can clearly see from their end that the address is incorrect and fix it. Again just when I think I'm on track with this, I'm told it all has to go under review. Bottom line is they can't tell me when I will get the phone.
Crappy service.

I needed to get my battery replaced so called AT&T and was sent to Asurian. From there the nightmare began. Spent 30 minutes with the first guy and he dropped my call and didn't call me back. Spent 90 minutes with the next guy and he told me… Get this… Go to Apple Store and they will fix your phone for you. Made
A Genius Bar appointment —Apple said they didn't know what I was talking about. I called again and the 3rd rep apologized and after 45 minutes scheduled for me to go to a store that was an hour away. I got there and the store said they did have the parts and why didn't the rep check before making the appointment for me. The store sent me to another store. Driving over, I decided to call Asurian just to make sure — spent another 45 minutes with rep #4…to only have him tell me none of the stores had the parts and I would need to wait for a remote visit. Literally countless hours on the phone and the issue was not resolved. I give up.

I had a LG thin Q 8 phone insured it for 3 years at $13.00 a month for 3 years for a total of $468.00 then Asurion wanted a deductible of $150.00 for a grand total of $618.00 to top it off they offered to replace it with a 3 year old phone! They offered to replace it with a Samsung galaxy s10 not sold by T-Mobil for quite some time now. I can buy the phone for $154.00 right now! Its a scam in my eyes.
How smart are people?

I have now spend at least 4 hours of my life to be called a liar! After about 2.5 to 3 hours I asked to speak to the manager about them saying a man that is handicapped has to make a 4 hour drive to get my phone screen replaced! After hours of speaking to them and about 45 minutes with the manager she told me that she would do a 1 time option of sending me a new phone. Since they don't have anyone that has access to the screen I need! I even said can't you just send the company's near me a replacement screen? And of course they couldn't do that! So at the end of the call I was sent emails that I had to download and print then fill out and send back including my I.D. which I did all of thar! Then after that I attempted to finish their email information. Well it didn't give me the option that I was told I was able to get this one time! So I called in and spent 40 minutes on the phone with them again. And finally the customer care person said that he found the managers notes and that I will be getting an email shortly. 4 hours later I still didn't receive the email! So I called again and they told me that there isn't any notes and that I am pretty much a liar! And that if I want my screen fixed to find a way to go 4 hours round trip or send my phone back for about a week to get it repaired! I have NEVER EVER been treated so badly! And they did everything except swear and me and call me a liar! Then I told them that I am thinking about getting my attorney involved they said they can't talk to me anymore! PLEASE PLEASE don't waste your money and time using this company to insure any supposedly protect your large investment of your cell phone, electronics or whatever it is! Because they will do whatever they can to NOT fix it! But if you want to be treated like SH*T and called a liar then this is DEFINITELY the company for you!

If I could give no stars I would. Called me 5 mins before scheduled repair and said don't have part... an Iphone 11 Screen? Stayed home from work after booking a week ago