AsurionReviews 12,825

2 of my kids phones has cracked screens, so I called because on paper work it says Unlimited $29 replacement on cracked screen. The lady says sorry sir we don't carry that phone replacement screens, so it will be a $100 on each phone to get a replacement phone delivered to you next day. Reading the Reviews there is a lot of people having this problem! Does Asurion even do screen replacement on any device or is that a sales pitch to get more customers.

I added a protection plan through my cell phone provider 2 years ago, which is run by Asurion. It was supposed to cover physical damage, technical damage, or a lost phone. I paid a $200 deductible to the company to have my phone replaced after paying monthly for this insurance, and was charged an extra $400 on top of this for "failure to send back the phone that was being replaced." However, through the tracking number I was given, I could see that the phone had been signed for on their end and received. It took 4 months for them to refund the money to my account, after consistently passing me back and forth between departments when I would call. I kept receiving the same excuse that it would take 30 days to show on my account, but took over 4 months. Despite this, I kept this insurance on my phone in case I had another issue. I recently submitted a claim to get a replacement and the phone they sent me to replace my broken phone constantly restarts on it's own, the screen freezes, and the portrait orientation doesn't work. I contacted them immediately as the phone had these problems the first day I received it. Since then, they have again transferred me back and forth between departments and can not give me a definite answer. I have been hung up on many times by the call centre. I was told on Thursday of last week I'd hear back within 24 hours via email with a shipping number. I called them on Monday having not heard back and was told they were missing a signed Avidavit and copy of my ID. I was never informed that they wanted these documents, nor how to upload them. I was told I'd receive an email (I did not), and to upload the documents to the website. I uploaded the documents and was told AGAIN I'd hear back within 24 hours and have still yet to hear anything. They were the ones who sent me a broken phone to begin with! Absolutely terrible customer service in this company and I would never recommend using them to anyone. I am very unhappy with my experiences.

When you go to their website your line is not associated with the device you have so there is no way to do the claim online. You will have to chat or call, then the nightmare begins. They ask you to sign a paper submit your ID and also ask you more than 10 questions about your life to verify it's you. In the end they deny the claim. Opened a new claim and now waiting 48 hours because they have review my account. Horrible insurance, they do everything to deny your claim and I feel they want me to give up, but I won't. I pay for this insurance monthly and they will replace my device. Next I will see a lawyer.

Perhaps the single worst customer service experience I have ever had. Their computer system had the wrong information from AT&T. Rather than admitting that the issue was on their end, they chose to keep denying my claim, hanging up on me, arguing with me, and flat-out lying to me. In the end, I got one sympathetic rep to help me, but it still took two hours of me on the phone with him, calling AT&T to get things straightened out. I had to do all of the work and fix their internal problems for them. This is the worst kind of company, incompetent at every level and they just don't care.

Asurion has become a non-functioning company. The promised cracked cell phone screen repair where they come to you seems to no longer exist. My son & I have our AT&T phones insured through Asurion, and it used to work in past years. No longer. Try calling their service number, and you will try to speak to outsourced agents in a noisy shop who have bad phone reception, and after you give them your information, they cannot help you, and put you back on hold for someone else to pick up. Nothing at all can be accomplished except to raise your blood pressure and waste your time on hold. Hopefully a visit to an AT&T store will get this phone repaired, but after that we'll be looking for a competent phone service with real insurance.

I am a single mom of three, two college kids and a teen. Have had insurance on these phones for 15 plus years and never had a claim. Tried to file one tonight and they act like im a criminal or something. Ive paid enough in all these years to buy these phones 10 times over. Im retired military and cant believe these customers service reps are so disrespectful and keep their jobs. To make a long story short, i have to fill out an affidavit and submit it along with my photo ID to see if they will aprove my claim! What? Why, when i pay for insurance, do i have to jump through hoops to file a claim? They've gotten plenty of money out of me over the years. Cant Verizon find a better company to do business with?

I purchased the extra protection on a computer from Asurion this is there main headquarters I sent it out November 24th to get fixed received back 3 weeks later more broken then it was sent to them not only it doesn't work they also broke the side glass and front of the computer had to send it back out to them to get fixed now January 7 and still they sent me the computer back in the same condition called again now I have to send it back 3rd time this is unacceptable

Update the company reached out to me one particular agent Vivi she was able to help me out when no one else was able to. She was kind and determined to help with my issues I was having Vivi rectified and put my faith back In there company. She has great customer service skills I believe the company benefits for having a agent like her on there team. Thank you for all your help

I pay a monthly charge for insurance for my phone. My screen cracked I made an appointment for them to fix it. I also paid another charge for this on top of what I pay monthly. The appt. Was from 3-5pm for the technician to show up. I was also supposed to get a call 30 minutes piror to them coming. I call at 445 cause I had no call or tech. They said he was stuck in traffic. At 515pm I call back they said they were closed and I had to reschedule my appointment. I have already taken 2 hours out of my day for this now I have to wait 2 more days and wait another 2 hours for the technician to hopefully show up. I know if I did a no call no show for my job I would be fired. How is this customer service. I pay for a service and this is totally unacceptable

It seems they make the process as difficult as possible! I will NEVER, and I mean never deal with them again. System is terribly glitchy. Affidavit can't be performed with wireless phone but can be done on a wireless Mac. I had to submit it three times all with conformation only to be told I had not submitted. Chat line kept telling me to try again between 7:00-10:00 cst. It was 7:00cst. I finally got thru at 8:30 cst only to be told not to use the the language I was using. All I said was, "I have submitted it and got a conformation email damnit!" after tech insisted that I didn't submit claim. Run fro

I have been paying insurance on my phone for years in case the phone gets accidentally damaged. Never had to file a claim till today. My phone dropped off my bed and the screen is cracked.
The deductible for a screen repair is $29. Asurion says because there is not a technician within 60 miles of me, the only options are to send the phone in and be without for a week which I cant do, or pay the price of a replacement phone of $200. Just spent the whole afternoon trying to get them to honor the insurance I've paid for all these years. They just want more money out of me. What a scam

Called for replacement phone. For over an hour I was sent from the claims department to the review/override department because their system had an error. Because their system couldn't be overridden, they told me to call back tomorrow. I needed my phone to travel so just by chance I called Apple care to see if I still had coverage and by golly I did. Apple not only gave me a new phone for the measily $5.16 I pay a month but they took care of it in less than 15 minutes and I have a new phone to travel. Asurion, big mistake. I will be taking the rest of my 15 lines to apple care. Apple care is less expensive and more professional at every level. Only had to talk to one person rather than 4 and I paid $150 for a new phone and not $149 for a refurbished piece of junk... Adios Asurion!

I scheduled a repair with asurion to fix my screen. I paid an upfront fee of $29.00. My appointment was anywhere from 3-5pm for a tech to arrive at my house. I've been home all day and left specific instructions for them to call me 10 minutes before they arrive so I can make sure my dogs are put up. Not to mention they're supposed to call 30 minutes before they are on their way anyways. After 5 I decided to check the track my tech app and it said that my repair was complete however a tech never showed up. I called them and they told me he showed up at 4:51pm and I wasn't home. Not once did my dogs go crazy, did I hear/see a vehicle, or did I get a knock on the door. They told me I would need to reschedule for another day.

It has been almost 2 months multiple times swapping the phone that works for my mobile company. Every single rep. I talked to promised quick service? Or promised resolved the issue but didn't or couldn't Horrible customer service,( they say things to get you off the phone quickly) they don't communicate within department(warehouse) to figure out to updated on status of inventory availability. Meantime it impacted our business big time. Almost I am thinking they are SCAMER! As long as they collect our money monthly, that is all they are after. MONEY, MONEY, MONEY. I am from South Korea, maybe I will call to South KOrea to get my phone, I guaranteed it will be faster than this company.

Just say no. You will pay $9.00 per month and when your screen needs fixed, you will have to drive 1.5 hours away and wait 2 hours for the repair for a total of 5 hours of your life you will never get back. *****Better yet, they will schedule a mobile repair and cancel on you 3 times without any reason***** Lastly they offer you the total phone replacement which costs 200 dollars. Real sorry sir... Nasty uncaring customer service