AsurionReviews 12,825

DO NOT USE THIS COMPANY!

I have never had such a horrible experience with a company before. They have horrible customer service and will not return your calls. I had a technician come out and "fix" my ice machine only for him to make my whole refrigerator stop working, after I was charged almost $400! I have been going back and forth for over a week with them with my refrigerator still not being fixed. I had to throw away over $400 worth of food because of a mistake one of their technicians made. When I call everybody says I'm sorry but nobody is really there to help! It's been over a week and I still can't get ahold of a manager. Again do NOT use this company. Completely unprofessional! Expensive and they do not know what they're doing! Go somewhere else or proceed at your own risk!

I have lost my phone and they took 5 days to replace it. I have provided all documents and called them multiple times. Despite my effort they still need more documents and more information. What the hell, why don't they have all these in first place? Because they do not care as long as customer is paying $$. If they have to pay single $ then there will be 100 questions, a process, documentation and crap.

Please do not waste your money buying insurance for your iPhone. It was literally an entire day wasted trying to get a replacement iPhone. I had to call 5 times to get to the correct person… then it took hours to get myself verified. What a waste. If I had apple care they would have sent me a new phone in seconds.

This plan never works.
I spent my past 6 months trying to fix my damn laptop through them.
I'm done submitting the same application again and again, spending hours of hours trying to talk to someone who knows what they do.
I've been paying monthly plan that can't be compensated.

I'm emotionally exhausted, and stop spending my time, energy and effort to work this thing out.
It is what it is - I'm moving on. Will just think of all the payments I made went to someone who's in need.

Good luck using their plans and systems if you insist, but I would definitely not let any of my family members, friends, and loved ones going through the same thing I did.

A company that just wants to rip people off. Costs 400 dollars to get a lower end replacement for your phone without the option for repair even while paying monthly for TELUS protection plan.

Do not waste your money. You can pay multiple months of payments and if you accidentally fill something out wrong in a claim, and it gets denied, they tell you "there is no way to override it". Even if you submit again. There clearly is a way to fix problems with claim forms if you have ever worked with any other insurance company that takes customers seriously. It is just a way for them to get around having to actually help. Just buy a new electronic and save yourself the headache, it'll be less money and less time on the phone in the long run. It's also one of those companies that you need to call to cancel and they make it a huge hassle.

I seriously wish I could give 0 stars. My replacement phone came broken. Customers service really sucks - long wait times, sound sketchy asking random other questions, tried to sell me even more crappy insurance, hung up on me while I was in the middle of asking a question, and didn't resolve any issues.

This company did everything in its power not to pay my claim. Every step of the way I had to push them to go to move forward. They would do things like tell me I hadn't uploaded pictures of my receipt even though I had and so I uploaded them again, then they wouldn't contact me after I uploaded them again. I would have to contact them. Then they told me it had been approved but then didn't tell me what to do next. Then I contacted them again and they told me to call customer service but gave me no phone number. So I googled a customer service number and got a branch that only deals with Verizon. These people knew nothing of a branch that deals with musical instruments. I finally find a different phone number and talk to a guy that finally puts through a return label for the instrument and now I'm waiting to see if they send me a check without me having to call them once again.

The first experience was with my sons phone which was a total nightmare and now with my husband's they delivered the wrong replacement phone and after going back and forth for two days of them saying that they would deliver. Still no phone... they are a complete JOKE! To many employees not knowing what they are doing. No ACCOUNTABILITY! Good luck if you got suckered into the Free plan of insuring all home devices. Your in for a rip off!

We have ATT mobile service. We paid for insurance for on our phones for several years. We finally had a claim for a cracked screen. We opened a claim and ATT uses Asurion to do their repairs. They were scheduled to come to our home and fix the phone. The first 2 times they called at the last minute and cancelled. We then went to one of their branch offices and they were unable to change the order from repair at our home to repair at their store so we left. We had another in home repair scheduled and this time they just didn't show up and when I looked at their system our repair order had been cancelled. Just crazy. We'll never pay for phone insurance again and take our chances. We are also changing to another provider and leaving ATT and they are responsible for the quality of work by their subcontractors. I couldn't be more disappointed in ATT and Asurion.

Co. Sent out guy that never fixed my fridge! He DID give us a water leak. They won't return our calls.

Bought a washer and dryer for home depot. Went ahead and purchased the extended warranty. 2 years in the washer's mother board crapped out. Took from March 28 until May 10 to get it repaired and that is only because I called them EVERY DAY. Was told they would buy out my product and then was told that the part was on back order until June 7. Miraculously once I started talking about customer service and the BBB the part appeared. DO NOT WASTE YOUR MONEY BUYING THEIR PRODUCT... SCAMMERS

I was told by their tech they sent them untested parts of used parts. Phone I received as a replacement was defective and they make you wait 24 hours for them to review your claim and see if they will approve or deny your claim. Do not buy this insurance.

As there is not a 0 rating, 1 will need to suffice. After working with Sumsung technical service in an attempt to diagnose/remedy a problem with my washing machine, the service rep provided UbreakIFix (Asurion) as an authorized repair provider for Samsung washing machines. Samsung contacted their local provider at which time an appointment was set for technician to perform diagnostic testing on May 2,2022.
*The technician diagnosed the issue as either a defective door switch or a defective main control board (possibly both). The technician ordered both parts.
An appointment for repair was scheduled for May 5,2022.
* A different technician arrived on the scheduled date with both parts. The technician initially installed the new door switch which did not solve the issue. The control board was the installed which also did not resolve the issue. After speaking with the "shop" it was determined by the technician, that a second (different type switch) was also needed. This switch is located within the door itself and required a complete new door. While this switch is located within the door and is accessible by removing about 8 screws on the rear of the door, I was told the are not authorized to remove the back to replace the switch. The door was ordered on May 5,2002 and an appointment was scheduled to replace the door on May 10,2022 between 9:00 a.m. - 1:00 p.m.
Today (May 10,2022) at 8:45 a.m. I received a call from the Samsung authorized repair service stating the appointment was cancelled as they "just received notification from the shipping company that the part would not arrive until May 17,2022". I strongly requested to speak with a manager concerning this debacle as they had a shipping date when the appointment was scheduled. I was told by the Asurion representative that the manager was "in a meeting" and couldn't take my call and no offer to return my call was given. At which time a demanded a return call when manager was out of the "meeting." The representative the call was escalated though their channels. She recommended I call Samsung to try to escalate the issue myself.
The issue is horrendous service on the part of Asurion! I will definitely avoid Asurion in the future and hope others do also!

I opened a claim and was sent to the wrong repair store over an hour away. The repair store tech told me to call customer service to have the claim transferred to the correct store near my house. I called and the customer service rep told me the tech at the new store needed to transfer the claim to their store. I went to the new store but the tech told me this is impossible, only customer service could transfer the claim. While in the lobby I called customer service who stated the tech is incorrect and that the in-store tech is the only one able to transfer the claim. I told the tech, and the tech stated the customer service rep was incorrect. I had the tech speak with the customer service rep and they argued for over 15 minutes. Ultimately it was decided the best recourse was to cancel my claim and open a new one. The customer service rep was unable to close my original claim because according to her the original incorrect location marked the claim as "in progress." I hung up on her and called back hoping to speak to someone less incompetent. Luckily the next customer service rep I spoke to was not completely inept and was able to close out the original claim and submit a new one on my behalf. At this point after about 2 hours, it was too late in the day for the in-store tech to fix the screen the same day. The customer service rep offered mobile service, something that no one else had offered me up to this point. I accepted. When the mobile service tech came out two days later for the repair, their information was incorrect. The customer service rep who set up the claim indicated that I had a Galaxy S22 rather than a Galaxy S20. The tech advised me that the only thing I could do is cancel the claim and resubmit again. I followed his instructions and was finally able to have the issue fixed a few days later by the mobile tech.

I went to local store, they explained monthly plan and i signed up. Repaired all my devices and cancelled my membership January 15,2020 at 8:11pm via their "contact us" page on Asurion. I also called my local store and spoke to a young lady to cancel my membership. It is May 9,2022 and I am still receiving deductions from my automatic pay account... yes stupid me. Call today on hold for 40 minutes, called back again and waiting with no response. I want my March, April and May payment refunded!

Asurion was scheduled to deliver my replacement phone today between 1:00 - 3:00 PM. Shortly before 1:00 PM I received an email stating Asurion Expert was expected to arrive at 1:03 PM. Since I am not reachable by phone, I immediately went to the lobby of my small apartment building so I could meet the Expert. I brought my laptop with me. After several minutes I walked through the first floor garage and noticed a driver sitting in an idling SVU. I walked from the garage around to front door and then decided to check my laptop again. The status on the email sent from Asurion first stated the new phone was either "Delivered" or "Complete." Then it changed to "Claim Cancelled." I again walked to the garage at which point the SVU was driving toward the exit. I asked the driver if he was here to make a delivery to which he said yes and provided the name of the individual he was to deliver to. I explained that I am that individual to which he said, "Oh when I called the number and someone answered, I thought it was you." I explained I am not in possession of my phone which I why he was delivering a replacement. (The missing phone has been disabled so he could not have connected with anyone using my phone number.) He seemed confused. He then said let me park next door, since by this time he was nearly on the street. I said, "Great, I will wait here at the front door of the building so I can let you in." After about 5 minutes, the Asurion "EXPERT" left the parking lot next door driving at a high rate of speed in the other direction.

I had to file a new claim and schedule for another time. The experience was rotten. The lack of maturity and professionalism was stunning - especially for a partner of AT&T/Apple.

Asurion is a terrible company, they send you refurbished phones that don't work. They just send you anything just to get your money. I would not recommend them anyone.