Asurion
Reviews and Complaints

After holding for several hours with their customer service department, I was passed on several times and given no resolution whatsoever. I spoke with someone in the Chief Executive office name Melaka Hendry. I was provided a phone number to contact the office directly at [protected]. The customer service representative locked my account in what I feel was an intentional maneuver to end my phone call. I had provided the same passcode to 3 prior customer service representatives before speaking with Melaka, With no issue whatsoever in pulling up or accessing my account. The matter in which I initially made the call To resolve was in regards to a charge that I was a sured would not appear on any of my cell phone providers bills. At this point the monetary is of no consequence, I have never been given More Unsatisfactory customer service then I received today. I was told there was no one else that I could speak with. There was no resolution, and to Add insult to injury after a very lengthy Wait to resolve this matter my phone call was disconnected. This is unacceptable customer service. I would appreciate greatly contact from somebody within your company that is willing to speak to me and provide the service that I was guaranteed.

I have had 2 malfunctioning phones sent to me in the last 2 months. After trading in my first malfunctioning phone after a mess of a customer service to approve my claim, I received yet again another one that I have had for less than 1 week. My newest replacement makes this ear piercing loud beeping noise on phone calls as if I am receiving another call. No matter how loud my speaker volume is, the beeping noise stays the same and frankly kills me ears and sends the sound to the person I am talking to as well. Very disappointed in your "thorough checks" before sending out the phones. Needs to be a lot more thorough since we pay so much money not only for the deductible but for the insurance monthly.

In sept of 2017 I began documenting problems with my phone that needed to be repaired because it would not hold a charge for over an hour. I am a flight attendant and need a phone on my person while on duty at all times. I filed a claim with asurion, and they explained the process, but this time they told me I had to go to the sprint store to get a loaner phone while mine is being repaired, and then place mine into the envelope they sent so it can be mailed in for repairs. The sprint store told me they didn't have replacements would contact me when they did. I checked on my own while waiting and they offered me to drive 40 miles round trip to another store while waiting which is out of the question. This went on and on for months on august 4th, 2018 I had enough and transferred to att and cancelled my service with sprint after writing in to the company for help with no answer and millions of calls placing me on indefinite hold with hopes I would hang up. I was not under contract, and all I had was a small balance for the phone. I even took screen shots of the phone calls showing the unbelievable hold times with no solution to the problem. Y repeated call were to once again finalize this acount with sprint and be done and was disrespected so badly that I refused to call anymore, and they are using this to damage my credit.
The solution was that asurion should have sent me a replacement phone from the beginning while mine was taken care of, being that this is what insurance is for! At present, I have filed complaints with the bbb, and recently with asurion and sprint. My recent call was a 41min hold and was dropped and a screenshot of that as well as previous calls is also available.

I have spent 5 seperate days on the phone trying to get a shipping label sent so I can return a FRIED TV that was hit by lighting. filed claim on the 10th of 09 -18 . So I am told it will be taken care of by the 24th which will be 2 weeks to return a tv not till I get my damn check. How many people can go 2 weeks without a tv ? I hate this company and the Philippine where your horrible employees gave me the run around for all this time. Now I am dealing with a [censored] in ArK. that even more rude. So TX, AR, NY and philippines on the phone atleast 1 hour per call . And still no check. your company sucks I will be trying to get the Navy Exchange to find a new company to handle claim and fire your butt

I have had a claim since June with no response or updte after multiple calls. This product was originally sent you for repair on another service order at that time the tablet worked perfectly it was sent because the dock was not inputting to the tv, after you returned and we tried to use for the 1st time, the tablet went blue on the screen which had to be caused by asurion. I resent it on claim #[protected] they said they cannot repair and would replace upon receiving receipt. I explained to supervisor receipt was uploaded and she said to await processing since then I called plenty of times for update with no response from supervisor. The next rep I spoke to said that they could not replace it had different serial number, I asked to speak with supervisor and they said someone would call me back. I then called again to follow up after supervisor never returned my call and another rep said no serial number. I want my system back repaired asap, attached is another log of your employees avoiding me.

I have been lied to since July 2018 that my laptop would either be repaired or I would receive an emailed reimbursement ($249.61). It is now Thursday, September 6, 2018 and I am yet without a computer and without an emailed reimbursement. Daily I'm lied to that it will be resolved. Daily I'm told to wait 24, 48, or 72 hours and it will be resolved. I have purchased Asurion insurance numerous times and this has been the ULTIMATELY WORSE customer service I have ever received!

I lost my phone back in July (lost meaning the phone was not in my possession) I submitted a claim with Asurion to replace my lost device. I received help from a friend and paid my deductible of $199.00 to receive a replacement device. I received a call from Asurion a couple weeks later confirming I received my device all services were good also confirming my original device was LOST so I had no device to return to them. A little over a month later Asurion took $300.00 from my friends account (the friend that helped with the deductible). This is theft I never authorized this money to be taken and it wasn't my card to take from. I have never heard a merchant holding someone's person card information to later use if needed. This is illegal and I will be filing all the proper documentation to out Asurion and there fraudulent ways.

I lost my phone in wonderland and i filed lost claim but i am still waiting from last 45 days and they have just one answer for me which is that you hvae to wait for 48 business hours and your application is under review. I don't know why are they reviewing so much and its taking too long. I am paying Emi for my phone and even the insurance money and it us really frustrating.

I bought s9+ from freedom and paid $10 for my insurance with Asurion. On July 23 while going to college last i remember stepping on Route116 bus to conestoga college but when i reached college the phone was not with me. I had theft insurance so i called and asurion the same day and reported and file the claim. I provided them all the necesaary documents they asked and explained the loss but after some days i come to know that they rejected my claim. I was awestruck and when i called them to know the reason for denial i was never told one. Got hung up multiple times, tried talking to supervisor but they sound like robot and repeat the same information that no denial reason can be given.Freedom on top is charging me the whole phone cost and my tab when even i dont own the phone or sim anymore. Really frustated and helpless. dont know what to do ? Can anyone help

I lost my samsung galaxy 8+ phone. On 25 july when I call them next day they instantly took money from me and next day they send me wrong phone which is also locked. I keep calling them they said we will review 48 hours which till date not ended. When I call them their story always diiferent. Finally one representative said u send us phone back and we will send you right device. I do that. On now they even receive that I keep calling them but 48 hours review never ended from july month.

I had made a claim on August 15 2018 and was supposed to receive my item next day and it's now August 23 and still haven't received it i had call on the 20th to find out what happen and they said my order didn't go through, but yet they took my money so basically they stole it and didn't send nothing and the crazy thing is they didn't notify me and since i called i got these thief's to send me my phone but yet haven't received it so now when i get my phone i will cancel their services and never will join again not even if it's included with the plan I'll just reject it and i advice everyone to make sure you get your money back because asurion will steal it and pretend like they didn't know nothing was sent to you, and i had also ask for accommodating a little something and they said i can get a refund n go buy a new phone, like that's really unprofessional to offer.

My son's claim was denied due to infestation/biohazard and I was told I needed to have his game professional clean, I which I have no problem with the denial my issue is the it was sent back in pieces...as u see due to the fact it is in pieces there is a wire hanging and no I'm not sure even if professionally cleaned if it will work..i didn't send it in pieces and I don't appreciate it being sent back in this condition. I contacted the customer service department and was then transferred to a supervisor who was very rude and condescending. I didn't appreciate that at all. Now I was told I have to wait 48 hours to speak with someone higher up just to have this issue rectified. I need help please asap.

Calling BBB and Attorney to tell them you all denied my claim after UPS paid you for me not receiving the bracelet some other than owner of house and braclet signed for my Merchandise and the UPS guy told me he was going to approve my claimed you got money lied to me Patrick claimed UPS denied it and was going to send me proof lied you are responsible with UPS because I didnt get my bracelet been at same service address for 15 years never happen burton is not how me or my husband sign for our package you cheated me out of my gold bracelet I sent it to you and never got it back

Scheduled a repair for Friday 10 August between 3 p.m. and 5 p.m. I explained that my son works until 3 p.m. and CANNOT take calls. I was assured that the techician would make him the last stop of the day. The technician called him prior to 3 p.m. and my son could not answer the phone. After 3 p.m. he called the technician back twice. The technician did not answer the phone or call back. I called Assurion and was told that they cannot tell the technician what order to make stops. Thats on YOU Assurion. Please educate your phone representatives. I rescheduled to have the phone dropped off at the local uBreakiFix store (aka store #1) at 12 noon, Sunday 12 August. Due to traffic (my son works at Universal Studios in Florida and must drive thru Walt Disney World traffic to get to work, my son was 20 minutes late getting to the store. They refused his phone, as they had 2 walk in's between the time they opened at 12 noon and 12:20 p.m. My son had a 9 a.m. hair cut and their was a uBreakiFix store (store #2) right beside the barber. He took the phone in and they said they needed a new Case #. I called Assurion and they said that store had no parts to fix his phone today. WHAT, they open at 10 a.m. and he's there at 10:10 a.m. I said he would take it back to the Store #1 and the gal informed me that they were also out of parts! WTF. I asked to speak to a supervisor. I was intentionally put on hold for 20 minutes. I reviewed the situation and asked why there weren't parts available in Store #1, as I was given a 7-day window to use the Case # and drop off the phone. Guess what, the computer mysteriously updated and there was an opening at Store #2. I got a new case number and my son dropped off the phone. Heaven knows what's in store for him tomorrow when he picks it up!

I have contacted Asurion after going through Pro-tech and the conclusion was that Protech determined an issue with my sound quality.

While Asurion sent me a check to buy a new phone, there is still an issue of the old phone being financed and I am being charged (twice) to replace my phone through Asurion. This time is $259 for a phone that was determined not to have appropriate sound quality and last time (around March or April) for phones with poor sound quality.

I need the charges taken off, the phone paid off so that i Can start over. I had to take the initial phone that I bought to the Apple store to have the touch screen replaced three times. After that, I believe I have had 6 or 7 phones sent to me with the sound quality issue. Insurance is not beneficial if I am paying to replace a phone that is not working and still financing it.
As I said, I was sent a check to replace it, but I am still paying charges from Asurion as well as financing a phone whose issue has not been resolved.
I need help. I need a remedy from the charges, and I need to not finance a phone which does not work.

Hello, on 7/20/18 i opened a claim in regards of my stolen iphone. i first called AT&T and they suspended the line and told me to call asurion to open and file the claim so i did. i spoke to one of your reps the first time i called and they emailed me over some documents for me to print out, sign and send back to finish filing the claim. i followed the instructions and sent the signed documents & attached my id on the asurion website around july 22nd. since then i never recieved a phone call nor an email. i have been following up since monday 07/30 to ask if the claim is being accepted and what is going to happen from here. however on monday when i called asurion i spoke to a guy and he said the claim was denied because i had added insurance the same day (monday 07/30) i was very confused b/c i have been having insurance on all my lines ever since i first got and added these phones. the rep tells me to call AT&T to confirm my plan and coverages. i called AT&T and the rep there told me i did have insurance and that she was gonna leave a note on the system. the rep from AT&T then said follow up with asurion again and they can help you out now. i call asurion back yesterday (wed 08/01) and the lady from asurion told me she didnt see any note and she said i dont have insurance. i have been left on hold for so long and i only have a 30 minute lunch. again the rep from asurion told me to follow up with AT&T AGAIN. so i did today 08/02 and the rep from AT&T told me again that i DO have coverage for my phones. i wasnt able to finish the call b/c i had to come back to work. im HIGHLY upset with the service with BOTH AT&T and ASURION. i did as told by sending back documents and following up but im getting really bad service in return. i have been without a phone for 15 days now and IM the one following up with the claim. i need to know what is going on.

I have had an at&t account for years and have used asurion once before and it was no trouble at all. This time was a different story.

Submitted the claim online initially. There was a technical problem and I was prompted to finish the claim via phone call. Took some time but I entered all the account info (including the passcode for the account), the details of the claim, using the "1 for yes 2 for no" robot system. Then wait for a call back.

In about 15 minutes I get a call from this employee. From the beginning she seems confused. I go over all of it again with her, tell her I'm the primary account holder issuing a claim for another number on the account. Told her my phone number 3 times and spelled my name out for her. Did everything possible to give her the correct information. She says that the passcode is incorrect. Says the name on the account isn't even close to the name I've given her. At this point she is being blatantly rude. Tried to explain she must have entered something wrong. She refused to admit it and ultimately transferred me to some random att tech support number which redirected me back to asurion in the end.

After all this I had spent over an hour on the phone, less than 5 minutes of which was spent talking to an actual person, who happened to be amazingly rude and terrible at her job. Gave up. Went back to the phoneclaim website. Managed to successfully submit the claim with all the same information.
Really could have done without this employee basically calling me a liar and giving me the shaft when she realized it was her mistake not mine.

I sent in my phone for replacement, received a phone that was smaller and lesser value than the phone I purchased. This was over 2 weeks ago. I called about the replacement phone and was sent a label for the phone. I sent the phone back in and have had to jump through hoops to find out when I would be reimbursed. It is going to take an additional 6 days to receive a reimbursement. It didn't take 6 days to collect my money for the protection plan. This is ridiculous and I have been treated like I am begging or stealing, behind a product that I purchased and paid for. I spoke with a supervisor name Chase (500452), after being on hold for ever. He has no concern for customers and his goals is to not have to deal with them. I am very dissatisfied with the treatment I have received during this process. It should not have taken this long. As a representation of Wal-Mart you all should value their customers more.

I have an insurance with asurion partner of freedom mobile. i lost my iphone 8 64 gb 3 weeks ago.1 week after i received a refurbished iphone 8 which have missing screws on the body. Screws on bottom which secure the body casing of cell phone was missing. i complaint and send it back to asurion on thier prepaid envelop. asurion warehouse received a phone on monday. Before that 3 times they give me guarantee that as soon as their warehouse received a cellphone, they will send other phone. Now its more than 3 days and 48 hours i have not received any cell phone and no update about phobe. I am paying monthly fir insurance and i paid the deductible for the phone as well. Please take an action or make a decision for my cell phone. On top of that i need my money back as well. as they betrayed me and sent a damaged phone.

I have had to replace my phone 5 times this year and have the touch screen replaced twice. I took my last replacement phone into AT&T today. ProTech could not fix the sound quality. AT&T is replacing this device. I have spent close to $400 for phone replacements through Asurion over the last few months. [protected].
Since this replacement is being replaced by AT&T, I do not feel that Assurion should charge me due to sending - once again- defective equipment. I would appreciate a credit to my AT&T bill for this last phone since your replacement was once again defective.
Thank you,
Deborah Schaum