AsurionReviews 12,825

Tech support is just a high pressure sales department. If you do buy their home warranty service you get even worse customer service because you are no longer a potential sale.

I had purchased the insurance through AT&T when I bought a new phone. My son dropped his phone and I needed to file a claim to have the screen replaced. The first trip to have the screen replaced resulted in my learning that there were no screens available. I left the technician my number and he stated he would call when screens were available. Over one month passed and no call. I scheduled another repair appointment and called ahead to ensure the screens were available. This time the screen was available. I dropped the phone, iPhone 11, for repair. I was told there was moisture/condensation damage apparently on the shield on the cameras. This is a waterproof phone. I was given the run around about not replacing the screen. I was offered a replacement phone for 200 dollars and it would be black and not product Red like we had.

Horrible company. Does not stand behind there service. Phone water damage indicators were not triggered. Avoid Asurion at all costs. Now the phone has been opened and has more scratches than before and the waterproof seal is hanging out of the side.

DO NOT GET ASURION UNDER ANY CIRCUMSTANCES.

This is not the first time I have dealt with this horrible service. Our fridge stopped working almost a month ago to the day. We have had 4 services calls and more than 5 hours of being on hold on the phone with incompetent service people that pass you from one person to the next. One call I was transferred to 7 different people. There is a lack of communication between where we bought the appliances, Asurion, a well as the contracted service companies One of the worst wastes of time and money I have ever experienced. DO NOT buy a warranty plan with this company. You will regret it!

Since 09/2019 I have been paying $15.00 per month, until 06/2021, for 3rd party phone insurance.
Total amount paid to ATT: $300.00
ATT sold this insurance plan with the understanding that if I cracked my phone screen, I could replace it after a $29.00 deductible. I attempted to get my screen fixed and opened a claim. Upon arrival, I was told they would not fix my screen since the back had a small crack. Stating, this was, "Their Policy".

I never agreed to this policy and never would of purchased had I known. I requested either a full refund of all insurance payments or for them to honor their screen replacement. They refused. I then asked for the policy that I agreed to, and they refused to provide. It does not exist and I feel I was taken advantage of. I have tried multiple times and escalated to management twice - all refuse to help.

DO NOT SUPPORT THIS CORRUPT BUSINESS

I sent my Samsung S20 5G for repair as the charging port crapped out & received 6 emails to call. I called 3 times, only to hear the back of my phone was cracked, and it was $29 for the repair, which was *not* the case when i sent it in. 2nd phone call same thing. 3rd phone call, i was told it wasn't repairable & it was $279 for replacement I think the repair techs damaged my phone & were trying to blame it on me. I have multiple medical issues including Fibromyalgia, anxiety& depression, which goes into a feedback loop & my emotions hit all together, so i end up melting down, crying with lots of anger for 3 hours while i dealt with this situation on Friday & today

Their outsourced call center is not only unprofessional but incompetent as well. I filed a claim via their website. The website states that it would be delivered the next day. The claim was not touched by their team until the next day which meant that it would be 2 business days (no big deal). I did not receive the package so I called the company. The woman told me that she "guarantees it will be there the next day" and I will receive the tracking number after the call. I never received the tracking number because they did nothing to ship a new phone. I called again the following day (3 days after the initial claim). They had no record of my conversation the day before. I was told that it would be delivered the following day, again. I clearly stated that it had to be shipped to me on the following day, otherwise it would be a different address. Initially, the man told me it would be an additional $20 fee to send the device. Obviously frustrated, I refused to pay for that as I already paid my deductible. They then said the address was set but it would not be delivered for at least 3 days. I told them that, as I stated before, I would then have to ship to a different address. To that, they responded that it was already in review and I would need to call back in 24 hours. Again, I refused to right their wrong. After speaking to the 2nd person, I asked them to call the address review department. He refused to for over 45 more minutes. Then, finally reluctantly called them. He came back to me saying they were able to change it to the updated address. Then, he told me in 1 hour I will receive an updated email with the new address. Sure enough, the address was never updated. This company is full of lying people who continually promise things they cannot fulfil. I do not know if I will ever receive the phone and am out almost $300. I hope Sprint/T Mobile drops this company as soon as possible.

Been dealing with this company for over a month trying to get them to replace our unit after sending a repair company out 4 times to fix (not repairable). They say they are going to call us back the next day to schedule to replace our unit - no one ever calls! This has happened 4 or 5 times now. Save your time and money. Opt out of their CRAP warranty and choose another company to insure your product. This company will NOT do what they say they will do. Will never purchase a warranty from this company EVER again. Big mistake.

Got my front screen replaced Asurion employee cracked the back of my phone while he fixed the front. They refused to replace the back top left hand screen their employee broke. Horrible do not waste your money on them.

I don't want to give any stars. This was the worst customer service ever. I was on the phone an hour and a half. The woman kept telling me she was working on her system to get the price down. Her system must have been an abacus. I told her I already knew what the deductible amount was but she kept working on it. She started asking personal questions. I told her I didn't know what that had to do with the claim. She said she was making friendly conversation because they care about their customers. Then she started telling me about the effects of the pandemic on the universe and her mental health and fear of dying. She also said she hasn't been able to see her family. No kidding who has. She kept trying to sell me additional insurance to bring my price down. She finally came up with the amount I knew from Sprint was the deductible.
I asked to speak to a supervisor and it took 20 minutes for that to happen. She had to chat with the higher level first.
It was the most awful, horrific, incompetent service I have ever experienced. Didn't have an alternative. No resolution or customer satisfaction!

The Asurion claims process is one of the most frustrating experiences I have ever been through. Purchase insurance for a computer. File a claim and they require proof of purchase. Submit proof of purchase only to have claim denied because they claim you have not submitted proof of purchase even when you can see the receipt image clearly on their website. So I can clearly see the submitted receipt as proof of purchase on their website, but they cannot and denied my claim? Seriously Asurion... you suck!

After making a claim to get a new replacement device i had to fight with the rep on the shipping address. She claimed I couldn't get sent to my location and instead had to get it sent to my house which was states away and then get it rerouted to my actual location. After much arguing i agreed to do it this way. Turns out its not true. You CANT reroute it. ALSO she didn't even send it to my house where i told her it was at she sent it to my old address that i hadn't lived in for years.
After calling back and telling them I couldn't reroute it they told me i had to make ANOTHER claim. I said ok. I did it all and had it sent to my actual location (this rep didn't argue with me about the shipping address). I got it and activated it. But i noticed they never removed the other charge for my device that got lost on account of THEIR REP. I called for a refund and was informed I wouldn't get one. I had to go to my bank and explain to them the situation in order to get a refund.
This company WONT fix their mistakes and rectify the errors made by their workers. THEY WILL steal from you and not care. DONT DO BUSINESS WITH THEM!

I pay $15/month for 3 years then do a claim on my phone wich required $350 upfront i returned the old phone in their supplied envelope 2 months later they charge me $350 more claiming i never shipped my phone back WHY ON EARTG WOULD ANYONE KEEP A DESTROYED PHONE

This is the biggest scam I have ever seen in my life. My phone was lost and US Cellular uses this horrible company for their "insurance". They sent me a "new" phone for $250, Mind you I'm still paying for the stolen phone through US Cellular and the phone didn't work from day one, it was refurbished. Dropped every single call. I called them and they assured me they would send me a BRAND NEW phone. 2 days later, I received ANOTHER refurbished phone. I contacted them only to hear, well we can't guarantee you a "new" phone. We send refurbished ones. I said what kind of business are you running?! She said, if the née phone doesn't work, send it back. I don't have time to keep returning their junk! DO NOT use them for insurance. You're better off without insurance.

TERRIBLE SERVICE, they were setting up my replacement, then when I went to take a look at the web site, I realized that was a wrong address, I called again and they just said "If they cant find the address they will return it back so we can do another order" THEY DIDNT CHANGED IT because "they Can't" and I still paying 250$ for that plus the service. Now I have to wait I don't know how many days to get my phone.

Do not ever use this. It is an awful service. Pathetic excuse for a company. Just go buy a new phone.

Filed my claim/ paid for around 3:30-4 p.m. EST. On Thursday before Memorial Day 2021. Still on Saturday at 1:15 p.m. EST have not received a tracking number. Called two times asking about my replacement device and being told due to the holidays, UPS is running behind and there's no way to tell why my phone has not yet been shipped. Was told if I have mail delivery on Saturday (TODAY) that I would receive my device. Still not receiving my device today! Are you telling me that now, I have to wait until Tuesday this is RIDICULOUS!

Verizon should be ashamed of themseslves for using such a company! Promised me a phone overnighted on thursday now say wont be here until Tuesday and they can't stop the claim. Bunch of incompetant jerks and verizon should really think twice on who they are using for their work. AWFUL!

ASURION IS A JOKE OF A COMPANY. IT'S ALMOST IMPOSSIBLE TO SPEAK TO SOMEONE IF THERE IS A PROBLEM, THEY OVERCHARGE FOR THEIR SERVICE, AND THE REPLACEMENT PHONES PROVIDED ARE REFURBISHED PHONES THAT DO NOT WORK!