AsurionReviews 12,825

I used my warranty with asurion to get a phone replaced and they 1st sent me a phone with a damaged motherboard on top of that they left out my apt # when I specifically told them what it was so I had to wait on my phone then when I had them to send another phone I called 3 days straight to make sure they put the apt # on it and they lied everyday like they got it and did the same thing again so now I got to wait again on my phone

I've been going back and forth with them for about 5 days now. They sent my phone to the wrong address and keeps giving me the run around. Employees will hang up on you. Very disrespectful. I still haven't received my phone. I will be not paying for this service again after this

I out $900 down on a iphone 12 pro max then I was arrested by police who actually misplaced my phone. These good for nothing storm trooper robots told me insurance doesnt cover that. But i thought insurance covered LOST & STOLEN PHONE?! IF YOU FILE A CLAIM WITH THESE PEOPLE DO NOT TELL THEM THE TRUTH. LIE LIKE YOU ARE R KELLY ON OPRAH!

It took Asurion four days from the time I initially filed a claim to get a repair person out, only to conclude that my phone was not repairable. I then filed a claim for a replacement phone, which I was told would be delivered next day. It wasn't! I'm now waiting an additional day. It will be exactly one week from the time I initially contacted Asurion until I have a new phone. Not at all what they purport to be their service level. I'll drop my coverage as soon as I have my new phone in hand, never to be an Asurion customer again.

The worse experience ever trying to do a claim! The customer service has been horrible has me wanting to change from att because they are not willing to help customers! I verified everything and they act like i was somebody else trying to get a phone! I have been without a phone for 3 days and it shouldn't take this long to do anything! I wish att will go back to doing everything there self!

This was the worst customer service experience. You pay for coverage they won't honor. Won't honor the screen repair as advertised. They will only do the phone replacement at a much higher cost. Total Scam! Shame on Sprint/T-Mobile for offering and misrepresenting the product.

They said they would send a check for reimbursement on my replacement phone, but they sent a gift card. Ask for the check because I could not be without a phone so obviously I paid for the phone and now have a gift card when I need the money for rent. They have yet to resolve this

Told me my phone was ready but couldn't process payment. Called in, found the error verified numbers on card. 5 days later and still no phone. I have called repeatedly and keep getting the run around. Told payment still did not go through, but i see where the payment came out, then all of a sudden okay, i see the deductible has been received. Let me check on your repair... Oh, it seems your repair just got completed... well someone lied because I received an email 5 days ago stating that my repair was complete. Oh, I didn't mean it was just finished, I meant it was done and is waiting to be shipped. I asked for a supervisor repeatedly only to be told they had none available... hmmm. Please just send my phone, wait, would you be interested in our whole home warranty... ARE YOU HIGH, YOU CAN'T SUCCESSFULLY RETURN MY PHONE, I SURELY WILL NOT ALLOW YOU TO FIX ANYTHING ELSE IN MY HOME!

My claim was converted to replace the entire phone for the deductible amount charged to replace the cracked screen: $29 instead of $149. No contact at all from Asurion to tell me the claim had been modified. It still took three tries to get payment accepted. Then another day to get the phone and several hours to update and configure it.

In conclusion, a matter which could have been settled in hours for $29 was eventually settled in 5 days for $29. I am underwhelmed by the lack of customer service, problem solving and communication. The front line folks I actually spoke with wanted to be helpful but could not be helpful.

NO customer service. NOT able to get ANY type of help or conflict resolution. AMAZON is CHEATING YOU BY MAKING YOU $PAY$ FOR A SERVICE THAT DOES ABSOLUTELY NOTHING TO HELP YOU... NEVER EVER BUY ASURION EVER!

Seven phone calls and five hours later, I still have not received my replacement phone that I was promised. And talk about rude customer service... Leann and Lahoya, specifically, should be fired. (On the other hand, Waylin and Relinda were very helpful).

I'll NEVER use these guys again!

If I could, I would give no stars. Asurion refused to fix my phone screen because I failed to begin the claim within 30 days. After nearly two years of monthly payments for two devices and no claims you would think the company would cut a person a break. Why pay for a service you can't use? I suppose they would prefer their customers to lie to abide by the terms and conditions. I promptly cancelled my policy. It is good to know Asurion stands by our country's teachers after this most stressful school year. Thanks Asurion.

I was scheduled for same day delivery. Which seemed great. No one showed up or called. I called and after a 35 minute phone call I got no where. They'll UPS it to me the next day.

I pay $45 per month for replacement plan for a few devises. READ. The fine print. My phone is a little over two years old. I could purchase my phone from apple for $260. On top of the monthly fee, there's a $200 deductible. So what good is it? The same day replacement turns into three.

I have to preface this rant with kudos to the employees and CSRs of Asurion, all were wonderful, understanding and helped me get my business with Asurion, going. Sadly the employees follow a rigid script and orders, all of which are so frustrating. I have had to use Asurion on a few occasions. Out of over five claims, not one claim with the company was dealt without at least ten phone calls, ten arguments as to why I needed a replacement. After my first contact with the company regarding my latest claim, I have been without a functioning smart phone for well over a month. I have had to use another phone for business, and it is covered by Apple Care. Working with Apple Care is FAR BETTER and EASIER, than dealing with Asurion. I will never again, use Asurion and I certainly don't recommend it to others.

Though their website and terms offer "replacement value" when filing a claim, they said they specifically dont offer replacement value, only "depreciated, fair market value."

They also say claims "typically resolve in 3 days." Mine is 4 months and still ongoing.

The only reason I gave a one start review is because the two representatives I spoke with on the phone were at least friendly, otherwise I would give zero stars. My issue was a cracked screen that needed to be fixed. I was first told someone would visit me the day after I filed my claim to fix the screen. No one called or texted. I called Asurion the next day and was told, "Oh, there is no one in your area to do that. I could either mail in my phone which would take up to 8 business days to return or take it to a ubreakifix dealer myself. There is one of those close to me so I called and it would be $165+tax to have it fixed and they did not contract with Verizon/Asurion. And of course Verizon would get me another phone for $199. If I had a tech close by, with my insurance it would cost me $29.00 to have this issue resolved. WHY DO I HAVE INSURANCE. This is all a scam for everyone, ubreakifix and Verizon. I haven't been this frustrated in a very long time!

Spent 4 hours on the phone with them trying to resolve a claim. They insist that my phone is not the color that is specified. However, we have the original box from AT & T, proving other wise. Absolutely, the worst company. We also had to pay out of pocket to have the phone fixed, as they keep denying the claim.

I had this service through Verizon. When we finally needed it they were absolutely useless. Just save your money and if whatever you have fails, buy a new one, or go somewhere that you can get service. These people WILL NOT help you with anything.

I spent 4 hours a week ago to try and change my imei number on an online claim. The people on the phone refused to help me to change it for me. Once it was finally changed and my date came, I found out that they changed my scheduled time without telling me. I verified multiple times online and with the final lady I spoke with that it was correct. I am very dissatisfied and frustrated and their online service is horrible.

I filed a claim on my daughter's iPhone. The screen was broken with pieces missing and the display would not come on. They told me to take it to a T-Mobile store to have the display replaced and I was told to take it back because they could not repair it and contact Asurion again for a replacement device.

So I was on the phone making a new claim and mid way through the process the person on the phone went into a 20 minute sales pitch about get total home coverage. I told him I was not interested in this so began to end the call and I asked him about the claim he said it was completed and that I would receive an email about when the new phone would be delivered to the store for me to pick up.

Guess what he closed the claim and there was no record of my call.

I called them again to restart the claim and Asurion the protection plan that I am paying for is having me file the claim through Apple and I have to start the whole process over again. This is junk and I will never, ever get this warranty protection again.

I recommend that you stay as far away as possible from these scam artists.