Asurion
reviews and complaints

Asurion UBIF Franchise, LLC, operating under the brand name Asurion, has garnered positive reviews from customers for its reliable tech support services. With a rating of 4 stars, Asurion stands out as a trustworthy partner for all your device needs. Customers have praised the company for its excellent customer service, quick response times, and efficient claim processes. Whether you need assistance with a broken phone, malfunctioning appliance, or any other tech issue, Asurion has proven to be a go-to solution. The seamless experience reported by customers highlights Asurion's commitment to providing top-notch support for a wide range of devices. Trust Asurion to keep your devices protected and functioning smoothly, ensuring you stay connected hassle-free.

ASURiON tech support was an extremely satisfying experience I have had for some quite time, let me say that one of their technicians ( TORIS) done a spectacular job on helping me submitting my protection plan claim, TORIS made it very easy and quick as if we greeted and met in person, everything was done nicely and smoothly no hassle at all, I've had received an email from ASURION within seconds while still chatting with TORIS reading, that I had a prepaid card for shipping the items back to them and getting a gift card for me to purchase the same items, within12 to 24 hrs as soon as they reviewed them, simply as simple as that, so (TORIS) A honor roll you've surely earned it! Like I've had said and I'll say it again in the future what an spectacular job they done for me, so I recommend ASURION protection plan to my family, friends and to anyone who's reading this review! My expectations were fully met and beyond another extremely happy satisfying customer, thank y'all with ASURION and keep up the great work! But yet another review needs to be done on how everything ends up after ASURION viewing the items!?!

The screen on my Galaxy Note 20S 5G ultra started strobing like a disco ball. I call AT&T and they put in a claim with Asurion. The screen was the problem and would be fixed 2 - 4 hours after I brought it in. The cost...$29.99. Within minutes I received a call from Stephen asking when I wanted to bring the phone in. I told him I was on my way. He called me 2 hrs later to say the screen cannot be removed from the phone and I needed a replacement. I called Asurion back and a new phone was on its way. I told Stephen that I needed all my data restored because it was my business phone. He assured me he would do that. Two days later the new phone was in. The screen was still not functioning but out walks John. My hero. He worked for over an hour and restored all my data, photos, contacts, apps and games. Then he had me check and recheck to make sure it was all there. The last thing he did was a factory reset on the broken phone so I could send it back. I was willing to replace my phone with a $1200.00 new phone if they could transfer my files. I'm so happy that the person at the ATHT store said there was no way. Thank you to all the guys at UBREAKIFIX (an Asurion company) in Milford Ma.

To be concise, if you buy even an inexpensive watch (a $46 smartwatch on sale in my case) and it's $5.99 for the Asurion insurance--it's worth every penny. My watch stopped working properly after a little over two years and Asurion reimbursed the full cost in the form of an Amazon gift certificate (I purchased the watch on Amazon). So, I owned my smartwatch for two years for less than $3.00/yr. It just doesn't get any better than that. Or does it? Asurion sent an email to me with a prepaid first-class shipping label too. As soon as I mailed it and they new it was on the way, they sent my gift certificate code to my email. I enjoyed choosing a new and better smartwatch for less and bought another Asurion 3 year warranty for $5.99. I had $8.00 of gift certificate balance left (huge sale on the smartwatch that I wanted); so, I made $2.01 for owning my old smartwatch for over two years. It just doesn't get any better than that! I buy Asurion Accident Insurance on anything that costs more than $40 because my experience was the same with a smartphone in the past too. Asurion is awesome coverage and they make the process very simple and painless. I highly recommend buying Asurion insurance! A+ 100% satisfied customer (enthusiastically satisfied)!

I purchased a Fitbit originally from Fitbit website but it stopped working after 2 years. I had an Amazon gift card I got for graduation so decided to purchase my next Fitbit from Amazon. Being wary of my previous experience with Fitbit, I got a 3 year warranty thru Asurion and sure enough, after one year my Fitbit stopped working. I went online, submitted a claim within 5 minutes and they sent me a shipping label. The same day they recieved my Fitbit tracker, they sent me an Amazon gift card for the retail price of my watch(minus tax). I am assuming they sent a gift card because the fitbit alta HR I had was a limited edition one that was no longer available. I was worried that me not sending in the charger or the original straps(which broke!) would be a problem but it wasn't. I actually ended up buying an Apple watch with the gift card instead and couldn't be happier! So well worth the price of the warranty. And of course, I got the Asurion 3 year warranty to go along with my Apple Watch too which is way cheaper than $70 apple care that Apple offers WITH a deductible of $70! What a ripoff! I am one happy customer! Absolutely in love with my new apple watch and didn't even buy a case for it since I know my Asurion warranty has me covered. Thanks Asurion!

I was doing a pest job when all of the sudden my phone (my businesses life blood) dropped from my pocket onto customers rock garden smashing the screen to pieces! I picked it up and put the pieces I'm my jacket pocket and finished my job all the while worrying about what this mishap was going to cost me and how long I would be without my phone.After leaving my job I called my local AT&T and was informed that I would have to place my claim first! I pulled out my phone and followed the easy prompts to
Make my claim and selected replace my screen! $29 dollars is what the replacement price would be and I was given several locations to pick from to boot! Wow I thought to myself as my mind began to feel at ease!
I picked my local AT&T center and drove right over. It looked tone pretty busy and I kind of expected that since it was the day before a Holiday in which they
Would be closed. They recognized me immediately when I walked into the door and I told them why I was there. There was at least one person ahead of me. After 10 minutes or so I was talking to a technician and after he ran a diagnostic he told me when to expect my repairs about 4 hours or so I signed the paperwork and left. About 3 hours later my wife received a call my phone was ready! Thank you AT&T and Asurian without you I would be in dire straits but you rescued me! Bob Neal

I required a replacement iPhone 13 after the phone was dropped due to misadventure from waist height. My cherished iPhone 13 was outfitted with the strongest case man could conceive of, nonetheless the front camera and entire front glass case was smashed. I was devastated, as my steadfast companion was now no more! It was with inspiration that it suddenly occurred to me that purely by divine intervention I had procured insurance with Asurian! With great haste, I logged on to my account and five minutes later, voil?... I had secured a home drop off and setup with a technician. The technician arrived on time with a friendly smile and hail fellow well met attitude! His joie de vivre was infectious and only rivaled by his mastery of this sophisticated technology. It was with wizard like powers he was able to bring life to the new replacement iPhone 13 and with near necromantic skill infused the new iPhone 13 with the soul from my old iPhone 13. I believed he referred to this magic as "Restoring from backup" or some sort of highly technical verbiage. Regardless, it was with tears of joy that I thanked him as I was now rejoined with my old friend! The technician ensured that all was well and left, a job well done, much as a knight who had defended his post in battle, only to return to his castle upon vanquishing his foe. And that castle...it is called Asurion.

So three months ago my husband passed away. After he passed away I witnessed a woman in the street being taken advantage of by a man. I approached her and she told me he was forcing himself on her trying to make her be his girlfriend. I knew this guy because my husband liked him and I was giving him a place to stay. Well I made him leave and let her stay. Big mistake. When I made her leave she took the keys to my car as well as my phone. She stole the car that was later returned to me broke down about a mile from my home. It was easy enough to get back home so I did with help if a friend. The phone I didn't j ow what o was going to about. I mean you don't realize how much of your life is on your phone. I bank at a online bank and use the tap and pay deal NFC so that I don't lose my cards. Not to mention I had no idea how I was going to pay the deductable for my phone. I went online at home on my tablet and pulled up Asurion and started the claim process. I had just received my tablet so it had none of my banking stuff on it at all. I put in the claim and they put the deductable on my phone bill. Thank goodness for that. Not to me mention the claim was so easy to do. After dealing with TMobile's claim process. I was scarred to place this claim. With TMobile's claim process you must pay the deductable before your claim even gets submitted. With all that I have been through this was a huge blessing. Thank you AT&T and Asurion you both have helped me in my time of need.

Made a claim for my tablet. They stated the claim would take 4 wks to get my $400 and claim to go through and a $109 copay. I received my emails for my bank info for deposit.
2 wks later my tablet was working. I called to cancel my claim. An for some reason the customer service representative didn't know what to do. 45 minutes later he stated my claim was canceled and copay would be taken off my ATT phone bill.
After a month with an outstanding bill of $109 copay I called back. I ended up talking to same representative as before. I explained to him about the copay and my canceled claim
First half he comes and says will send you 109 dollars. I said no, no just take off my bill. Then I have explain again. 20 mins later be comes back and says will send you 400 dollars, again I told him no no. I wasn't going to explain again. Then some supervisor gets on the phone and tell me my claim wasn't canceled and that a check was deposited in my account. She couldn't even give me the exact day of deposit. I had my bank app opened to my info in hand on the 3 days supposedly it was deposited and there were no deposits. I live pat check to pay chek. I would of know and received a notification on my bank of any deposit. Frustrated beyond belief I got her name and let her know I would be reaching out to someone in higher position.
4 days after that call I received a check by mail.
Still have the check, now I'm being charged for a tablet fee. Because they haven't received my tablet I was supposed to send in.
You company is a complete Cluster Fk.
I will be reaching out to the Better Business Bureau.

Recently I was able to set up a new replacement phone using online chat with Brenda. The beautiful refurbished purple iPhone 14 Pro Max came just 3 days after filing a claim after I dropped my old phone. It tumbled out of my sweatshirt sleeve and to the concrete striking the corner of the phone where the camera is located. It was crushed. So was I. I went to AT&T store where I got the info on how to file a claim.
Unlike just getting a new phone from your wireless folks you either have to call a number or go to a website to activate the new phone. Being antisocial I obviously chose the website. Which is where Brenda came into my life. Brenda chatted me through the process of verifying identity and basic info and the rest is still not done but should be cake. Brenda was super nice and helpful and seemed like a real human- but who knows these days with our robot overlords. They can do a lot. So Brenda chat person if you are real thanks and hope you had an awesome evening when you got off work. Assurion- thank you for staying true to your policy when I did in fact crush my phone and needed a new one. It was one of the only times in life I could sincerely think -Hey that's what I pay for each month! I do still have to pay a hefty "deductible" in my opinion considering the high price of the insurance. But, hey it is definitely better than no phone or new one at full price. I will continue to keep my assurion coverage on this new phone and all others in the future. If the unthinkable ever happens and I need to chat again- I sure hope Brenda is working. She's great.
The process is old school cool.
Also, The cake is a lie.

Before I start this, I have to add I have had my phone for about 3 years. I've had the screen fixed about a year ago at a store & had the same issue. I thought this issue was rectified, but I was wrong!*
I had fallen & my phone screen cracked. I went to Asurion's website to file a claim. I picked my phone & found that there was no stores in my area, so a tech would be sent out to my location. I set up the date & time to have a tech come to my workplace. On the day the tech was suppose to come, they never came. I didn't receive any texts or emails.
I called Asurion & speak to customer service. They advised the order was cancelled, possibly by the system. I was advised he would place another service order to have a tech come out. They verified my information & what kind of phone I had. He said your phone is blue & I said no its lavender. We verified the IMEI # & it was all correct. The tech advised he would make sure the color was changed to lavender. I received an email the previous service order was cancelled, but I thought it was already cancelled, whatever. We set up a new date & time for the following week.
On the day of the service, the tech sent me a message advising he was on his way. When the tech arrived, he was very polite, explained what he would be doing, about how long & went back to his vehicle. A very short time later the tech came back to my door & advised my phone was not the right color, it was lavender not blue. I advised him, customer service said they supposedly fixed that problem. The tech advised if he did use the screen he had, I wouldn't be able to trade my phone in, it would be voided. I advised him I would call customer service. He apologized & said I'll see you when the next appointment is set up.
I called customer service & asked them what I needed to do to get my phone fixed with the right colored screen. They checked through the order & advised it shows a blue phone. I said the last person told me they were going to fix the color issue & now I have no confidence this will happen.
*** I wanted to ask, is this happening on purpose. You charge customers monthly for a service contract, but when it comes time to service the product, you make it so complicated that customer just trades the phone in for a new one.
The lady advised she would manually put the order in & make sure that once it was submitted properly. We verified all the information again & set up earliest available date. She advised I would receive an email with all the correct information on it. While on the phone, I did receive an email showing all the correct information & that the phone was lavender! She apologized several times and assured me that the right color was sent & it would be repaired correctly on the next appointment.
Service day arrived, the tech sent a text message saying he was heading to my address. Once the tech arrived, he advised he had the lavender one this time! I told him that was Awesome!. The tech took my phone, went back to his vehicle, & about 30 mins later I had a new screen & it looked BEAUTIFUL!
Yes, there was some issues & frustrations, but they did do a great job fixing the issue!

This agent came out to repair a 4 year old Samsung washer that I paid $900.00 for . It was constantly go out of balance and shake till it would shut down . The only thing this man was right on was the balancing rods were bad . Then he showed me the clutch system was leaking oil and was wet only on the clutch housing . I ask him why there was no oil on floor or sides of washing machine sides and he said because it started doing it . Due to his outrageuse cost for to replace all 4 rods at $122.00 a piece I turn down the repair . I've done repair maintinance for a living 40 years it didn't make sence why no oil on floor . I called Samsung Mfg. and found out no oil in clutch system but grease . When I went back to look at my washer notice no sig n of oil and he must have out water on it . Because this con he did I already bought a new washer for $600.00 that I didn't need and I repaired the the machine for $45.00 with all new balancing rods . I feel like he owes me for service fee and cost of new washer that I shouldn't have had to buy due his con game he did.

I submitted my claim six times and got denied. There is a question on the claim form that ask you if you own the device. I answered yes every time, but it keeps defaulting to no. I called and let them know, i own the device. They told me this always happens. I went to every level and no one will help me. Most of the employees can verily speak English. If you ask to speak to someone who can speak English a little better, they say you will need to call back in. If you ask to speak to a supervisor, they tell you it will take up to four hour wait. I got hung up on several times, they will only give first names and no employee id. I think this insurance is a scam, and this is part of the run aroung.

I recently was having an issue with my NEW Samsung S23 phone. Hearing aid connection for phone calls. After talking to a myriad of different folks in different stores...phone store, hearing aid store, samsung people I was directed to take my phone to the Wolfchase location in Memphis TN for tech help. Although ZACH was not able to help solve the issue, he spent a fair amount of time trying to determine what was causing the issue. He was pleasant and did not make me feel as though I was a total tech-dummy. I would return to that location for any further issues I might have with my phone.

I am not one to write reviews, but I had such a terrible experience with Asurion that I feel compelled to share my story. I have been without a properly working replacement iPhone XR for over two weeks now, and it has been an absolute nightmare. I have visited two repair stores, five Sprint stores, made five calls to Asurion, and received two replacement refurbished phones with messed up screens. All of this has cost me $900 for insurance that has not properly responded or cared about getting me a properly working replacement phone.

The timeline of events with Asurion is a blur, as they truly give you the runaround as a customer. All I wanted was a replacement, but from the very beginning, it was a troublesome and cumbersome experience. What's worse is knowing that they are the only option for all major providers, but my solution is to choose nothing over this.

I created a claim on February 14th, and the website UI required me to go to a repair store, even though I had already created the claim in a repair store where the phone was broken beyond repair. Once I talked to the repair store a second time, they told me I'd need to call Asurion and tell them my Sprint PIN to talk to them further. It took me over 48 hours for Sprint to set up 2FA via email, as I had forgotten my Sprint PIN.

Once I finally got that set up, I created a claim over the phone, and it took over five days and $225 to get my replacement. Once I turned on my replacement, it was glitchy and looked like a ghost was typing crazy on it. They advised me to do a factory reset in-store, but it didn't help.

So I created a new claim for a replacement for their replacement, and the second phone replacement was also glitchy as hell, with a messed-up screen. By the way, when I called them this time, they tried to upsell me on all electronics coverage, which I declined.

I called again to create a third claim, and the agent disconnected from me. I called again to create a third claim, and now they say, "Oh, we need your first phone back." I had already sent it back to them, and it was still in transit. They told me to call back once I got an email confirming they received the first phone. Every time I got a new phone, I had to physically go into a T-Mobile store to set up my SIM card, as they'd only send me Sprint SIM cards that apparently don't work for some unexplained reason.

The first phone got back to them, and I got email confirmation. I called back, and the agent first told me to wait 24 hours before an adjuster calls me. I said I'd like to talk to them now. The agent got back on the phone and said the adjuster now requires "Oh, now we need your second phone back." Seriously. Not kidding. Of course, they didn't mention this in the prior call. Also, they made no promise of even getting me a new phone. Oh, also, they upsold me on additional device coverage for a second time, even while they still haven't even fixed getting me a replacement for the first phone that I reached out to them about two weeks ago. I told the agent to stop upselling me while they haven't fixed the problem. She then apologized as she was required to do that as an agent.

As soon (if ever) as I get my replacement iPhone XR, I plan to immediately cancel my coverage. It makes more sense to just buy a new phone or get coverage directly through the manufacturer.

Asurion is a company that claims to offer protection plans for electronic devices. However, my experience with them has been nothing short of a scam. I purchased a 4-year coverage plan for my Brother printer/scanner in August of 2019 for $39.99. I was hesitant to buy the plan, but the salesperson at Staples assured me that Asurion was a reliable company and that their customers had never had a problem with it.

Fast forward less than 2 years later, and my printer stopped printing. I followed all the troubleshooting instructions, but nothing worked. I suspected that a software re-set was needed. I went online to file a claim with Asurion/Staples, but the website claimed that it couldn't identify my product with the information I provided. I called the tel # given in the documentation and waited almost 6 minutes for a representative to answer.

The representative input the claim for me using the exact information I had entered online, but which was not accepted when I entered it at Asurion's site. At the end of the data collection, she cheerily announced that Asurion would be sending me a gift card for $119.25, the sale price I paid back in 2019, so I can purchase another item. She said the gift card would be sent to me once I return the printer using the pre-paid shipping label they would email me.

I informed her that I couldn't print the pre-paid label because my printer was broken, and I couldn't get a comparable item for a sale price I paid 2 years ago. Product stocks are low everywhere, and choice is very limited right now due to the supply chain clogs resulting from COVID. I wanted my barely-used printer repaired, because that's what I paid for with my 4-year protection plan.

The representative and I went back and forth on this, and I finally accepted that I'd been scammed. When I asked which agency in my state I could report Asurion to for bad-faith business practices, she put me on hold while she connected me with her manager, "Andy." Three minutes later, Andy finally came on the line, and it went like this: "Hello. Good afternoon. My name is--" and then the line went dead.

To summarize, Asurion attempts to discourage online claims by rejecting claimant's information. They further attempt to discourage claims with long wait times on the phone before a representative answers. They refuse to repair items and attempt to "compensate" with low-ball reimbursement. Persistent claimants receive an accidental-? On-purpose? Disconnect when transferred to a manager.

I am out the $39.99 I paid for 4 years of protection. I won't be returning my multi-function printer because I don't know if any affordable high-quality ones are even available, and certainly not for $119. Now I will have to search locally for an authorized repair person and pay out-of-pocket for the repair. Even if I opted to return my barely used printer and then wait for the insufficient reimbursement from Asurion, do you think I'd trust Asurion to follow through with the reimbursement once they had my printer?

In conclusion, Asurion is a scam through and through. It's a shame that they are still in business, and I hope that more people will become aware of their shady practices.

Asurion, oh boy, where do I even begin? Our experience with this company has been nothing short of a nightmare. Let me tell you, they seriously dropped the ball, over and over and over again. We had an issue with our Gaggia Espresso machine and sent it to their warehouse for repairs in February. Sounds simple enough, right? Wrong. We received it back in terrible condition; it was wet, dirty, and smelled absolutely rancid. To make matters worse, there was a new broken piece on the top. We contacted customer support and spoke with multiple people, but all we got was a half-hearted apology. We spent a long time cleaning the machine before testing it, only to find out that it still had the same issue it was sent out for in the first place. So not only was our machine never fixed, but it was sent back to us in worse condition than before.

We continued to communicate with customer service reps, and they eventually offered us a refund for the full purchase price. We were given the option of an Amazon gift card or a check, and we chose the latter because it was closer to the original purchase price through the manufacturer. We were told to ship our machine back to their warehouse, which we did, and we purchased a new machine through Gaggia for a lower price than on Amazon. However, upon Asurion receiving our old broken product, we received an email stating that it was going to be repaired and that we would receive an update in a few days. We had to contact customer service yet again to clear this up, and we thought everything was under control. But then we received an email with a link to an Amazon gift card, even though an Asurion rep specifically told us we would receive a check. We reached out to customer service again, and they told us to wait another day for a resolution. No one contacted us, so we had to reach out to another customer service agent, only to be told that we were stuck with the gift card.

We spoke to six or seven different people, and they all reassured us that everything would be cleared up. But here we are, with nothing resolved and hundreds of dollars tied up in an Amazon gift card that we can't even use to cover the cost of our new machine. It's absolutely ridiculous. We are beyond livid and will never do business with this shady, unorganized, and unprofessional company ever again. This has been the worst experience we've ever had with a company, and we wouldn't recommend Asurion to anyone.

So, let me tell you about my experience with Asurion. It's been a long and frustrating journey, spanning over 7 months. It all started in late March, when I accidentally cracked my MacBook Pro 2020 screen. I took it to UBreakiFix and paid the $100 fee to have it replaced. A week later, I got my computer back with a new and improved screen. But about a month later, I realized that my camera wasn't working. I tried every setting I could think of, but nothing worked. I even went back to UBreakiFix to double check, but they couldn't find anything wrong either. It turns out that my MacBook Pro was given back to me with a fixed screen but a broken camera.

This is where my nightmare began. It took me over 15 phone calls to get them to take it back and fix it. Asurion was the company that dealt with it, and by this point, every employee knew me by name. After they told me it was "fixed", I was told to watch my text updates from Asurion that stated it was on its way back to me and got a UPS tracking number. A couple of days later, UPS said my computer was delivered, but I hadn't received it. The only address stated on the form was literally the word "Other". This caused a lot of confusion, and I had to call them every other day to get an update. They told me that this was now a UPS issue and I would have to file a request with UPS to get my package recovered. I did this, and it took me a good two hours.

Just when I thought my frustrations were over for the day, I received an email at 9:28 PM that exact night stating that my "repair was still in progress" and to "Look for it in the next 5-7 business days. Use the label to send your product to us so we can take a look. You'll need a shipping box and some padding or bubble wrap." I was shocked because I didn't have my computer. I had told the supervisor that morning that I did not have it, and they directly told me that UPS must have lost it. The next day, I checked my status, and it said my computer was being worked on! I called back and was transferred to a supervisor as the front employee's admit that they cannot do anything for me and that I should "disregard any emails I get". About an hour later, I spoke to yet another supervisor, and she gave me her personal # and said she would talk to their UPS team and get back to me two days later.

This phone call informed me that I needed to file a police report, and I did. But I didn't receive any information until exactly three weeks after this. At this point, I had called over 20 different people that continuously transferred me to another sector within this company since no one seemed to have any clearance. It was 2 days before I started college, and I had been speaking with managers, supervisors, and the police for a total of 6 straight hours. Finally, I got verbal confirmation that I would be receiving a reimbursement check (that's $268 below the price I paid for my brand new Mac that I got 2 months before I turned it in for repair) of course AFTER they receive "confirmation". I understand that once you purchase a computer, the original price is lowered, but for as long as I've been dealing with this situation, it feels as though I'm paying $268 for their screw-up.

At this point, I was exhausted and had wasted over 30-40 hours of my life calling, speaking, and being transferred to any person affiliated with Asurion, UBreakiFix, and Home+. About a week later, I received the check and bought a new computer. A couple of weeks after this, I called and demanded a refund and was reimbursed a little over half of the payments I made to Home+. I do not recommend either UBreakiFix, Home+, or Asurion to ANYONE. They will lead you around in circles until you've wasted a total of six months of your life on an issue that should have taken a week. I quite literally had to call them myself every step of this six-month process because no initiative was taken on their end whatsoever.

I am so frustrated with Asurion right now, I don't even know where to begin. I recently contacted Verizon, my cell phone service provider, to have my iPhone screen repaired under warranty. They directed me to a local UBreakIfix shop, but when I arrived, I was told I needed a claim number from Asurion. I was never informed of this by the Verizon agent, so I had to file a claim with Asurion on my phone. The process was confusing, and it only gave me the option to have a technician come to my house to fix my phone, even though I was already at UBreakIfix. This meant I had to schedule another appointment for a different day, which conflicted with my work schedule and cost me money.

When the day of the appointment arrived, the technician never showed up, and I received no communication from Asurion. I had to call them, which was a long and confusing process, and was hung up on twice before finally getting through to a representative. By this time, the technician had left my area, and I was left with a cracked screen and a lot of frustration.

The representative was nice, but I was so angry by this point that I didn't want to schedule another at-home appointment. Instead, I asked if I could get it fixed at UBreakIfix, which is what the Verizon agent had originally told me. The representative asked for my zip code, and we scheduled an appointment at the correct UBreakIfix location.

All of this frustration could have been avoided if Asurion had provided clear instructions on how to get my phone fixed. The claim process was confusing, and the scheduling directions were unclear. If they had simply asked where I wanted to get it serviced, instead of assuming I wanted an at-home appointment, it would have saved me a lot of time and money.

When I finally got to the correct UBreakIfix location, I was told that the Asurion phone representative had put in the wrong location. This was the final straw for me, and I am beyond angry with this company. They are the worst company I have ever dealt with, and I would never recommend them to anyone.

I recently purchased a Lenovo touchscreen laptop during Black Friday 2019 and decided to get Asurion accident coverage for $349.99. Unfortunately, my son accidentally dropped the laptop and broke the right hinge and knocked the wifi card loose. However, I was relieved to find out that Asurion covered the damage and I was able to use the fully functioning touchscreen and keyboard to download my son's files onto a drive before sending it off for repair.

I received a text last week stating that they had ordered the necessary parts for the repair, which was great news. However, I was later informed via text and email that my laptop was "beyond repair" and that they would be sending me the $349.99 that I had paid for the coverage. This was much less than what my fully functioning laptop was worth, so I immediately called Asurion to inquire about the situation.

The representative told me that they couldn't repair the laptop because they couldn't get the parts, even though I had received a text stating that the parts had already been ordered. I was frustrated and confused by this response, especially since my laptop was only from 2019. I asked to speak to a manager, and after being transferred a few times, I finally got to speak to one.

The manager informed me that they were unable to find a specific part, part #5CB0S17413, which was needed to repair a key on the keyboard. However, there was nothing wrong with the keyboard, and I had clearly explained this on the form that I had sent in with the laptop. The manager had no explanation for why the service department claimed to have tried to order an unnecessary part, and I felt that this was dishonest.

I asked for my laptop to be returned to me, but the manager informed me that it was impossible because they had already "salvaged" it. I was outraged by this response and felt that my personal property had been stolen from me. The manager refused to transfer me to anyone else and told me that the executives of the company were too busy to handle my complaint.

Overall, I am extremely disappointed with Asurion and will never use their services again. I caution anyone who is considering sending their property to them for repair to think twice, as they may end up losing their personal property. Asurion clearly does not value their customers or their property, and I would not recommend them to anyone.

I brough my Pixel 3 to the uBreakiFix store in Union City, CA on February 2nd to have the power port replaced as it would only slow charge (sale #23786702). After several hours I was told to come back another day as they had to order parts. When I returned they said they had to order more parts. The third time I came to the store they returned my Pixel 3, dead and functionless and said that is just how it is with older phones. There is data on that phone relevant to some legal issues I am involved in. I sent the phone to Data Recovery and they said several components had been damaged by a high voltage power surge; that could only have happened at the Union City store. They want $1800 to recover my data. My lawyer and I believe that you have some responsibility here and should pay part of the recovery costs.

(Update: This was finally resolved 2 months after sending in the device. They sent us a check for the full price of the laptop and we were able to buy a new one at Best Buy.)

Our experience ranks as one of the "all-time worst" customer service experiences I've ever had.

We purchased a Samsung Galaxy Book Go 5G, 14" laptop through AT&T for our daughter, an $800 computer. She has a disability and a hand deformity that makes it difficult for her to grasp objects, but she attends a traditional Catholic High School and most people have no clue she has a disability.

We purchased a padded protective cover to keep the laptop secure and we purchased the Asurion insurance offered through AT&T. About a month in, she dropped it. It would still power up, but the screen was a jumble of patterns.

So we submitted a claim to Asurion. 3-4 days later we received a pre-paid, padded box to return it in and an affidavit to fill out, including making copies of our ID's. We were up-front about how it was damaged.

A week later we received an email saying the unit could not be repaired but would be replaced by a comparable model, likely refurbished. Fine by me.

Fast-forward 2-weeks. We hear nothing and receive nothing. I log into the Asurion website to track the claim. There is no information listed. There is no shipping or tracking information and there is nothing listed under an option called "something else." There is no mention of needing any additional documentation. I call their support number and get a CSR that was nice, but useless with providing any information. He says he cannot find information about the return shipment or about the claim status. He says the people that would know are not available on weekends (even though their customer support hours are listed as being operational during weekends). I ask if someone can call me on Monday to update the unit's status. We are now 3 weeks into the claim.

A week goes by. Nothing. Once again on Saturday I check the status online. Same results. No info. I call again. I get what sounds like the same CSR. This time, after checking the status of the claim, he tells me we never submitted the needed affidavit and proof of identification. When I tell him we included it in the box with the returned item, he disputes it, saying that's not possible and telling me they need me to resubmit before they can proceed. Now I'm angry, but I do what he asks and upload ANOTHER affidavit and copy of our ID to their website.

ANOTHER week passes. No updates. We're now 5 weeks in. I call again. This time, I'm walked through a series of "security questions." The questions asked (and I kid you not) are: 1. Which of these addresses did you live at in Lexington, Ky? (a city we haven't lived in for THIRTY YEARS). 2. Which of these companies were you associated with in Lexington? (Did I mention we haven't lived there for 30 years?) Question 3. What color was the Acura Legend GT you owned (We've never owned an Acura).

Now I'm REALLY mad.

After all this, the CSR STILL cannot tell me anything about the status of our device. I ask again if they can contact me during the week considering we're now 5 weeks into the claim.

Another 2 weeks go by. Nothing. No phone calls, no emails, no change to the data on the website. Now 7 weeks into the claim, I send a sharply worded complaint via their website contact form (which was nearly impossible to find). 2 days later I get a call from Chantal, the executive assistant to the CEO who wants to personally take care of the problem. Unfortunately, she does nothing during that phone call to take care of the problem other than telling me she has to investigate further.

ANOTHER WEEK GOES. On Dec. 17, now TWO MONTHS into the claim. We get an email from Chantal with a link to login and select a replacement device from a choice of 3 options. I go to the link, type in the credentials and one device is listed (not 3). It's not even CLOSE to the same model we originally ordered back in September. It's a Samsung tablet with less memory, a 3" smaller screen and a much less powerful CPU. It's worth at least $200 less than the original device we bought and it's a tablet not a laptop.

I call Chantal back and say, "this isn't even close to the same thing, I was given one option, not three." Chantal agrees but guess what? It's going to take the Exec. Asst. To the CEO TWO MORE DAYS to investigate and provide us with more options. I ask, "why can't you just replace it with the same model we had?" She says, "it probably isn't available in the warehouse." HUH?

So 8 weeks from claim submission. Still no resolution. The Exec Asst to the CEO still unable or just not empowered to solve the problem. I don't expect a new unit. But I do expect a comparable, refurbished unit.

Bottom line? Asurion isn't interested in honoring their claims, only in finding a way to pay as little as humanly possible to satisfy their obligations. Terrible company. Terrible service.

Everything started when my phone fell of my work desk to the ground, in it's otterbox case. I've dropped this baby hundreds of times, but this one did it. Something inside the OLED screen broke. The screen itself was technically fine, no scratches or cracks at all, but a large white, thick line ran up and down my whole device. I called Sprint to make sure this was fixable, and even covered under Asurion's "$29 broken screen guaranteed fix", which Sprint assured me it was. The nearest Asurion repair to me is over 2 hours away, so I went online, filled out an insurance claim, and they mailed me a loaner phone to use in the meantime. I mailed my phone out on 1/25/21 and kept hold of the tracking number (because I'm paranoid like that. Good thing, too.)

Let's start with the loaner. A 16GB device that cannot hold more than one large app at a time. You want both Netflix and Facebook? Too bad. You want it to run properly? Too bad. You want to be able to use the data on your plan you pay for? Good luck.

I got confirmation from FedEx that my phone was successfully delivered on 1/26/21 to Asurion repair, and I gave them a few days to fix the phone as I had seen it typically takes two days. As 1/29/21 rolls around, I get a little nervous as Asurion never sent an email even letting me know they had received my device, and the online claim does not update WHATSOEVER. So, I called. I spoke with 3 different reps before someone was able to confirm that my device had arrived and was with the repair team and I would hear from them in the next 2 days. On 1/30/21, I recived an email from Asurion that said in large letters "THANK YOU FOR SENDING USE YOUR DEVICE! Someone will be looking at your phone shortly and you should hear from us soon." Really? USE? Not US? Okay, whatever, just seems really unprofessional for such a large insurance company.

By 1/1/21, I start to get very anxious as I had gotten no other notification, email, claim update, or call from this company. They had had my phone in their possession for almost a week at this point and I had gotten no confirmation other than when I had called to request it, so I called again. After waiting almost an hour on hold to talk to someone, and then again to have a rep reach out to the service team for more information, I was informed that my phone was "broken beyond repair" and that I would need to pay a $499 deductible to have my phone replaced.

I was astounded by this considering I had been told my phone was fixable under warranty. Why would I be paying $15/mo. For insurance that refuses to fix a phone when it is broken. I found out why from a friend who used to work for an Asurion repair location later. ASURION DOES NOT STOCK THE PARTS FOR MY PHONE, SO THEY TELL ANY CUSTOMER WHO SENDS THIS PHONE IN BROKEN THAT IT IS FIXABLE BEYOND REPAIR AND REQUESTS THE DEDUCTIBLE TO REPLACE IT, AND NORMALLY THEY REPLACE IT WITH A REFURBISHED PHONE THEY GOT IN AT SOME POINT BROKEN INSTEAD OF A NEW DEVICE.

Not knowing that information above before at this time, I had requested that Asurion send me my broken phone back so that I can have it repaired at a location close to me, my friend who now works for a U Break - I Fix. They said they were able to do this, and the phone would ship back to me the following day, 2/2/21, and that FedEx would send me tracking number once the broken phone had shipped back.

I called the next day 2/2/21 to confirm that my broken phone was mailing back, and the customer service representative had no idea what I was talking about and requested I pay the $499 deductible to have my phone replaced. She calls the repair team, who had NOT been informed that I would like my broken device back. She informs them of my decision, and I let it go after she says it will mail in 2-3 business days and that FedEx would automatically send me the tracking when it arrives.

2/5/21 comes around, and I'm pretty damn upset that I haven't once been reached out to by this company, haven't gotten an update on the claim online, no emails, NOTHING. I called again, and they hadn't even bothered boxing my phone up again. They offered to have me pay the $499 deductible again. I start getting angry. They say they'll send it out in 3-5 business days. I'm getting pissed. I start tweeting at the company, asking why nothing is getting resolved.

After 3-4 days of calling them out on Twitter, calling repeatedly, getting lied to by over 9 different associates, I'm fuming. Nobody is giving me a straight answer on what is going on or where my phone is, or why nothing is updating. I'm stuck with a crappy loaner phone and just want mine back to fix it.

What happens next, left to my imagination, is that they probably had lost my actual device. They offered to send me a replacement device via a Twitter rep.

Okay, cool, whatever, I just want to be done dealing with this company at this point. I can't even sleep at night that I'm so stressed out about this, because my device is not a cheap one. They have someone call me (the first time anyone had physically reached out to me about this) to take a $29 deductible payment for the replacement device, and tell me that my device will be sent out that night and be to my house the next day, and that FedEx will send me an email with tracking the moment it is available. I give my card information, the rep tells me that everything is set, and we get off of the phone.

Guess what, I never got the tracking. I call the next afternoon using the same number that had called me to ask why I haven't gotten tracking yet. It says I'm within calling hours, but I go to voicemail for 2 hours before asking someone through Twitter why the rep isn't responding to my voicemails or emails. They say, "she will call you momentarily." 10 minutes later she calls me and I ask why she hasn't answered her phone. She says "It's on, but I haven't gotten any calls." I tell her that I've sent her a voicemail and email twice and hadn't heard back yet. She says "I haven't gotten anything from anyone today." I asked why she called me and she says "Oh, because I got your voicemails". BULL$#*! Okay, whatever, I don't even care. I ask why I haven't gotten tracking information yet and she says "Oh, that would be my fault, I'm so sorry. I should have called you back last night to let you know that there was an issue with your payment, but I didn't." You didn't? You don't say! She goes on for about 10 minutes about how it's her fault that this happened, very unapologetically.

I provide proof that the charge is pending in my account and she tells me there is nothing she can do. We had a roundabout conversation for about 45 minutes about why she couldn't override it and have my device sent out to me, and that she could offer a one time buyout check for the full price of my device. She kept saying "there's an error here that we can't fix, so this is your only option."

At this point, I'm fuming. I've been dealing with $#*! customer service for weeks, I'm tired, I'm stressed, I just want to be done dealing with this company.

I tell her I really need the phone for business purposes, by the next day. She says there's nothing she can do. She says "We can work on trying to fix this issue, but the check is going to be your best bet." I tell her to work on the issue and I'll decide later about the check.

I end up calling back a few hours later to have them process the check on the same day, so it can be expedited and sent to my house by the next day so I can get this taken care of. I asked about the pending charge to my account and was told that the charge would not go through if a replacement device does not mail. The check was sent to the accounting department on 2/5/21 and I'm just glad to be done with this finally.

Well, then the pending charge went through on 2/8/21. I emailed the rep, Vanna, about this and they sent me a $35 visa gift card back in response. The check finally mailed on 2/9/21, and when it did, I got the tracking number, and it arrived on 2/10/21, and the price on the check was correct.

I have continuously since 2/9/10 gotten calls over and over with an automated message asking me to return my replacement device within 3 days of receiving the check, or I will be charged $300 for stealing this device. I got the check and immediately direct deposited it to my bank. I checked my banking app directly after, and it says there will be a hold PER THE COMPANY for 12 days. I called my bank, and they had "seen this problem with this company before", and cleared it for me right away. I ordered a new phone to be overnighted to my house from Sprint on 2/10/21, and have yet to receive it due to the massive winter storms in my area. This I can understand, but due to the messages I have been receiving, I will now be sending back the loaner phone earlier than I get my new device in fear that I will be charged $300 for "stealing the device", leaving me without a phone for 3 days.

White this company ultimately gave me a payment for $#*!ing up everything and losing my phone, there are so many more things I could say about this company and the way that they had treated me, neglected me, and thrown me around, but I'm going to leave it at this;

DO NOT USE ASURION. DO NOT PAY FOR A SERVICE THAT DOES NOTHING FOR YOU.

I am cancelling my insurance through Asurion and respectfully suggest you do as well.

I acquired an Electric Guitar (IBANEZ JEMJRWH STEVE BAI SIGNATURA) on January 2019.

A component of the guitar was broken in 2023.

I opened a Service Requuest # [protected] and sent all information required (tickets, form with detailed information).

Some days after they told me that my claim proceeded and that the check will arrive for 449.99, date of confirmation November 28th 2023.

Today, February 6th, I haven-t received any check.

I am able to provide any additional information, copy of my receipts or Service Request. Thank you for receiving my claim to Asurion company.

I have tried for months to file a claim on the website. Each and every time, it comes back with an error before I can even start the claim. I've tried from multiple devices and computers, it is the same thing every single time. I've tried calling to file the claim, but am informed I need to file online first. Frustrating! Meanwhile, I am using an old crap phone that has somehow lasted far longer than the replacement phone I was sent last time. Please get your website fixed so I can get a replacement!

Claim # [protected] was summited and i was asked to send in proofs of purchase of tv and protection plan and a [censored] load of pictures of the tv front and back: why was my claim cancelled i purchased the protection plan my product failed wtf.

The technical problem for my TV is the HDMI ports do not work anymore; it pixelates; it gives me horizontal lines and sometimes it gives me vertical rainbow colored bars and sometimes it just pixelates.It just doesn't give me a screen and I can still hear what I was watching and a couple of times it just turned off by itself so I don't know what ithe nsurance problem is. I was in contact with their technical person and the technical department and they asked for all these pictures, proof of purchase and I send it all then I don't hear anything from them and I checked their website and my claim was canceled

I filed an insurance claim which was approved to repair a screen. The location to complete the repair listed in the system is over an hour from my home. The agent told me to contact the local location, check for the part needed and the claim can be switched. After spending 2 hours in the local

Store, Asurion is giving the agent the run around, command center is not answering and my time is wasted. Finally got an agent to connect me to command center only to be rude and state they can’t help me because I’m not the store rep despite the store rep being with me and in the call. Again, I’ve waited 2 hours and still no resolution to the claim. I’m not able to travel an hour away for a repair, especially with a store being 7 minutes from my home. I would like a full refund for every payment I’ve made to this company due to breach of contract!

Before starting my account I called and asked about coverage, and if a tv would be covered if if broke in a move (screen) because it happened last time we moved . I was toldl yes. Well the screen on the TV broke and because i had not yet signed up the call and information does not show up that they told me it would be covered. I now have paid my account and the screen on my tv is not covered. I think I have been frauded and the employes are mis informed. Maybe it is just to get people to spend money.

Poor Consumer Cellular Service unable to activate new replacement phone. Hours wasted on ineptitude of service. Now I also have a broken phone due to be shipped back to you as well as a replacement that does not work! I'm changing carriers and no longer need this piece of equipment nor the lack luster service of Consumer Cellular. I can be reached on land line [protected]. Any refunds?

On October 14th 2022, Asurion repaired my iPhone 13 Pro Max under Claim ID [protected]. Recently, my screen failed again and I took to Apple Store for fix. They opened up phone and found moisture damage because when Asurion fixed phone they did not remove the PSA liner from bottom part of phone causing it to not seal correctly, allowing moisture in. Photo of error per Apple provided.

I paid for an extended warranty through Home Depot on a fridge I bought. The ice maker stopped working within 3 years and Samsung took ownership of the claim since it was part of a class action lawsuit. I was not able to use my extended warranty due to this. I called Asurion as my fridge has been deemed unrepairable. Home Depots website states they have a no lemon policy and they also refund if you never used the warranty purchased. When I called to question this they said my policy expired 6 months ago and a manager will NOT call me back. They do not honor what is on the website and they refuse to provide customer service. The money I spent on thr warranty is down the drain due to not being able to use it with the class action lawsuit on Samsung. Customer service is horrible.

Bill to Asurion wireless was paid to the company using an unauthorized payment form. My debit card. I am seeking reimbursement for this fraudulent payment. Chase Bank has been informed of this. Now I am attempting to become Debited funds back to the account from Asurion for this fraudulent activity. The company makes it very difficult to be contacted Michael Waite [protected]@gmail.com

Have Claim Number [protected]

Been a week they tell me the phone is on back order for over a week paid deductible - still no phone. It is difficult to operate without one. If the phone is backordered maybe someone should contact, you with option of ones you have available!

Went to parts of your umbrella organization Verison (three stores): All three had the phone available but you cannot get one.

If this a stall you are using to get additional time not to adjust claims; you are treading on a class action lawsuit.