Asurion
Reviews and Complaints

I've had four phones from this company and every single one of them stops working. The last one I received was already broken in the box. I opened it and the screen immediately did not want to work... How about you stop sending me refurbished phones and send me one that will ACTUALLY work. It's a huge inconvenience and I'm really angry about it. Will NEVER be using this company again. HUGE WASTE OF TIME.

This company is a total scam. My girlfriend lost her phone (my acct) I reported it lost/stolen.

Few days go by, i hear nothing. I filled out all the paperwork request d (receipt, id and affadavit) i call in (getting to a live person requires navigating many phone trees and LONG wait times).

Rep says my account is on a hold. After placijg me on hold, she said hold has been removed, claim should be good in 24 hours. Next day, still nothing. Call in again. Wait on hold again. Rep now says my account is now on an “advanced hold.” Whatever that made up term is supposed to mean. She said give it 24 hours and will be fixed, claimed to talk to the “adjustor” herself.

2 days go by. Nothing. Call in again. Rep says my account is still on a hold give it 24 hours AGAIN. i ask to speak to supervisor. Supervisor says he will then transfer me to the adjuster AND THEN DISCONNECTS THE CALL.

Its been 2 weeks. No movement on my claim. No phone. Im only halfway paying this off thru ATT next and am paying connect charges on top of it. WHAT POSSIBLE REASON COULD THERE BE FOR THE HOLDS?

Im obviously not scamming them, the stupid phone isnt even paid off.

Next is the CA dept of insurance if this isnt fixed by tomorrow

Filed an insurance claim 9/12. They sent a refurbished that when we removed it from the boxed they shipped it in we noticed the phone was bent. Tried turning the phone on and the screen locks up. Contacted Asurion and was told I would have to file another warranty claim and pay another deductible as a bent phone voids the warranty. Asurion knowingly sent a bent phone but as the consumer I am the one that has to suffer the consequences and now purchase a new phone or pay another deductible. I contacted at&t and they stated they would warranty the phone. After a week I contacted them and they have no record of the conversation. Luckily it was an a chat and I printed the conversation off so now I will be filing a complaint with the BBB

I submitted my claim on Friday 9/22/17.. I paid a $200 deductible for a galaxy 6 edge, now they send me my phone Monday 9/25/17 and its a refurbished phone and the screen is locked with a code so I can't unlock or activate. So I call customer service and after talking to them for 30mins they tell me it's nothing they could do so they'll send me out another phone. So the customer rep tells me that my phone would be here today and i specifically asked was it going to be here today and he assured it. So I receive an Email saying that it was set up for shipment at 1:30 pm today so its no way it'll come today. So I first Chat with the help and she tells me I didn't put the claim in until after the deadline. Now I live in CST and as you can see on there web site it says before 10:59 pm. I have the confirmation email he sent me right after we talked at 10pm. So I call and speak to a rep and he tells me that the deadline was 9:59pm not 10:59 cst like the web site and as you'll see attached the chat help stated. So now I have to tell my child once again he has no phone because a company I've been paying and never used until now can't service there customers correctly.

I started the claim process which was approved on Sept 10. More than once I have been "promised" that it is in process but have not yet received a tracking number. The original phone is on back order. That was not communicated until I started making calls...which isn't easy with the hours available. Then I was "promised" an upgrade which still hasn't happened. I have called at least 8 times. Each time I was assured that I would be receiving an e-mail with the tracking number. Now I am being told that they will not approve an upgrade. In the records it shows twice where up-grades were "promised" then denied approval. This is unacceptable, frustrating and the very un-customer service.
The claim is for [protected]

I purchased an Asurion-backed three year warranty on an office chair at Office Max in 2014. Fast forward about 30 months and the leather is peeling and the mechanism that holds the button holding up the adjustable arm decided it's time to fail due to poor design resting weight on it 24/7 on a tiny little piece of plastic, launching the button across the room from the spring pressure inside.

No big deal, I have a warranty! So I file a claim, verify my purchase over the phone via receipt information, submit photos of the failure as requested, and a week later get an email back that my claim has been accepted based on the photos, please wait 10-15 business days for my resolution (in the form of an Office Max gift card, not how I'd have requested it but eh, you take it how you get it) via postal mail.

A month later I haven't heard from them so I drop them an email. They respond telling me now I have to send them a photo of my receipt before they can authorize the release of funds. Okay, no big deal, I have the photo to them a few minutes after I received their response.

That was over a week ago and nothing since. So I called to check on the status of my claim today and it's still in limbo, they don't seem to have it registered that I ever sent the initial photos, please call back during the week because nobody who can resolve it is there on weekends.

I'm at over a month of sitting in a falling apart office chair that should have been replaced under my extended warranty a month ago, so much for their "excellent experience" they boast.

I filed my claim on the 8th, and mailed broken phone same day. Was told as soon as it was scanned I would receive reimbursement cupon through email. A week later I was told my claim happened to be an audit claim, and had 5 business days for that. Then I was told it had to get a second scan at the dock and it would be 24 to 72 hours more. Now I'm being told it has to be submitted as a lost claim and it could be 24 to 72 more hours. I am beyond disgusted with being lied to every time. It served me no purpose except to waste my money purchasing insurance. I still don't have my reimbursement, and I have lost a month of service I paid 50 dollars for because of your company's incompetence. And I'm in desperate need of a phone. I want resolutions now, and am fed up with being lied to every time I call.

On 8/15/17 I Filed a claim because my tv had broke. I explained everything to the man on the phone, and he informed me that they would cover my claim. I informed them that it had a crack in it he still told me my claim would be covered and i talked to a lady today and she told me my claim would not be covered. After I was told by two different people that they would cover my claim wouldn't. Not only did i hear it but the two police officers and my lawyer heard it as well.

I filed claim to have cracked screen repair on my S7. A representative came on site to repair. After removing the cracked screen, she replaced it with the new screen and somehow damaged the new screen in the process. She did not have additional screens so I was left with a damaged screen and a phone that I could not use as the screen was completely blacked out. I could hear the phone ring, etc. but had no way to answer because I couldn't see. I was told that I could call Asurion to report the incident and they would provide a replacement phone next day. I called later that night to report the incident and requested that the deductible be waived as I was now without a phone as a result of their representative causing damage to the screen. Not only did they refuse to waive the deductible, I have to wait 2-3 days for a new phone. I have never had an issue with Asurion before, but I am totally dissatisfied and annoyed that they would not own the fact that it was their representatives fault that I am now without a phone all together.

have always had all 3 of my Dyson vacuum cleaners serviced at the Dyson store in Lone Tree CO. When my stick Dyson had issues after 2 1/2 yrs they stated they motor needed to be replaced and they would not cover it and it was out of warranty.

I then remembered I purchased a 3 yr warranty when I purchased this machine back in Nov. 2014 through Walmart/Asurion. I called them up, explained what the Dyson store stated. Explained that they service it every 6-9 months for checkups and needed a new motor per the Dyson store technicians.

They arranged for pick up and repair. NOT once was I called to state what parts they repaired/ordered. NOT once did anyone respond to my inquiries via email . I only received updates stating received, parts ordered and the NEXT day after the part was ordered they stated they were sending it back.

When I got my Dyson Pet Stick vacuum back it was NOT my Dyson I purchased. I purposely marked my Dyson with finger nail polish on each the head, the handheld and the head of the vacuum. I knew this was NOT my Dyson Pet vacuum because 3 months previous the Dyson store replaced the head of the vacuum cleaner and this was not a new head. It was beat up, has marks all over and NO finger nail polish dot on the two wheels I placed on it before sending it out. Same as the hand held motor or the long stick portion.

I have called them 8 days ago only to get no call back. ONLY STATING they would give it to management and they would call me back within 2-3 business days. Well I am sorry, but has been 5 business days since I called.

Called again today, got no answers. Filed a consumer affairs complaint a week ago. Today I am doing this review. I will file with the Insurance commission and BBB and anyone else who can assist in ASURION who steals your product and sends a defective one back.

I was out shoppinf with my kids for back to school when I notice my gone with misplaced/ gone. I then tried to locate it and couldn't. I then called to report the phone lost because it was a must that I have the phone right away spoke with I rep I explain the issue she transferred my call to a supervisor named Monica she told me what I had to do to receive the phone tge next and that the cut off was 10pm I had everything done by like 4/4:30 and called back spoke to Jill, Thersa, and Robin who told me that I would receive the phone Saturday and the $20 fee would be waived I woke this morning to track the status of my phone to find out that it won't be here until Tuesday that put me in a bad place for work so I call back and speak to supervisor James(165699), Michael, and Gean that nothing can be done. This issue was handled very badly not to mention the worst customer service that I've seen.

All the time and effort I have put into this claim, trying to get y'all to fulfill your end of the agreement is ridiculous. This is a total scam! I will never buy this fake insurance again. My child has now been without his tablet for over a month and asks me for it everyday. I already sent you the tablet, I have verified and you have admitted to received it. I registered the product initially, sent you proof of purchased twice and every time I complete all the steps to get my refund you add more steps. What a joke!
DO NOT BUY! Waste of money and waste of time.

When trying to file a claim for a lost phone (8/5/17), found that Asurion processed fraudulent claims under my phone number. I had to go to a Sprint store to reset Pin/Password/Address. Took 2 days of me repeatedly calling to figure out what happened and process my claim. I had to push repeatedly and not accept, denied due to program abuse. Call backs promised never happened. All of this should have been noted and I even filed a fraud claim with Sprint. Guess Karma is out for me because I lost my phone 2 weeks later. When trying to file the claim for 8/19/17, I am stopped from doing anything online. I can't access my personal email at work and have no easy contact during the day because I don't have my cell. I understand because of the fraud but I am jumping through hoops - provided driver's license, notarized affidavit, passport, proof that device is mine - all done. I have spent hours on the phone with pages of notes. Confirm they have all documents but because of fraud, my claim is on 24 hour hold. This is accomplishes nothing but delay the paying customer. If there was any true verification, the fraud procedures would have caught the problem not the client. Completely frustrated to the point of tears yesterday. Latest ID [protected]

I was told I would receive an envelope to ship my phone over night, did not receive it until 3 days later. They said I would get my phone back between 1-5 business days. It is now my 9th day, waiting for my phone. I've called 2 times now and they keep giving me the same excuse. "We are still waiting for the parts to fix your phone". I'm not one to complain but this is ridiculous, I went with my phone insurance because it was supposed to be faster and more reliable. Do I get credit for waiting so long?!

My new Samsung 4k TV, that I bought through Walmart Online, was in the box through most of this past year, but after setting it up just recently I went to plug in the optical plug, and the optical port tab broke off that holds the connecter in, and if that wasn't bad enough, a speaker fell and hit the screen, but for both issues, I was told that these were physical damage issues, and not covered by the Asurion Protection plan. if I had known that, I would not have paid an additional $89.00 for insurance! We've always had good service when it came to our phones getting broken screens, so why not the TV? Damage to cell phone screens is also physical damage? More apt to be damaged than a TV screen! So, my expensive TV is sitting in my cabinet, and has been reduced to half the price in a years time, and does me no good now, because I'm hearing from everyone that it isn't repairable, and if it was, would cost as much as buying another new TV.. I am so disappointed, and sad that I paid all that money for nothing! Please Respond... Sincerely, Tonia M. Palmero

On a positive note, Asurion provides quick replacement devices upon request. On the negative side, however, it can be a huge hassel to return an unused replacement device. My original phone was working by the time I received the replacement phone and instead opted to return the replacement. I have called Asurion three to four times in the last 4 months and I'm constantly met with representatives who are not able to help. My account had already been billed for the replacement device and even though Asurion confirmed that they received my return on May 9th they have still yet to refund the money. Everytime I call a new representative makes me fill out a refund request stating there has not yet one, eben though I assure them I have done this 3 times. There was even one time when the representative hung up on me after I was on hold for 15 minutes. The last representative I spoke to assured me there was no formal way to file a complaint. I wish Asurion had better trained representatives in how to handle similar situations. I have still yet to receive my refund even though I returned their device. We shall see how long this ordeal takes to fix. At this rate, I would have rather just buy a completely new phone instead of going through insurance.

I filed 2 claims and they notified me they would send me a box and was supposed to be here 6-7 days and i never recieved them, i paid insurance, i have the reciept and i also sent yall the reciept which is faded bc i guess the copier didnt have enough ink but that is not my fault! If its not dealt asap i will sue.my name is londy curan my email londy.[protected]@icloud.com cell number [protected].

6/27/17 Filed claim for lost/stolen phone
7/5/17 inquired about claim and was told claim was denied due to usage on day phone was reported lost/stolen. I explained that I had switched the line to my old phone on that day. Was told to call back and speak with an adjuster.
7/6/17 Spoke with an adjuster and was told I had to resubmit claim in my sons name as he is the primary account holder.
7/11/17 re submitted claim
7/16/17 realized I had to "take action" via email to complete the claim
7/18/17 received phone. Bubble wrapped in generic boxing with an envelope to return damaged or broken phone or be charged a fine? How do you return a lost/stolen phone?
7/19/17 Called to inquire about return phone envelop
7/25/17 found an email from 7/19 thanking me for my return. What return?
7/25/17 Realized I was sent an IPhone6 called to report it. Was told I was sent an IPhone7. I then Verified with SPRINT that I had an IPhone 6
7/26/17 Called back to report the wrong phone again and was assured that they "would take my word for it" and send me a new phone. Excuse Me?!?
7/31/17 No phone. No email. No Call.
Through this whole process it has been insinuated that I am in some way a thief or trying to commit a crime. All I want is a replacement for the phone that was stolen. The one that I am making payments on. The one that I pay insurance for. The whole claim process has been frustrating to say the least. I would thank you in advance for your time and rectifying this situation promptly.
Claim ID [protected]

Back on May 22nd my uncle lost his phone and they sent a replacement phon. A week later his new replacement phone was stolen so we had to file another claim but this time needed to complete and affidavit . They sent a new phone which was fine, but then they sent a second replacement phone. and block the first the phone they sent out. We were then told to send back the 2nd replacement phone and keep the last one they sent. We did just as they asked and now it's been over two months since we received a credit. The admitted their mistake by sending two replacements phone for the stolen device and said we wouldn't receive a credit. Now after two months of waiting for the credit they are saying they never received the second phone back. I would like a refund ASAP for the phone we sent back.

My mother broke her phone last week and on the 18th of July 2017 she made a claim. Gave them her information and was told someone was going to email her the forms she needed to fill out and send back with a copy of her ID. She is not computer savy to know how to do it all online. Anyways she sent it in and was told that someone would "call" her. She has been waiting a week for this call. So she asked me to find out what was going on since she is at work and the sprint account is in my name. I called today 7/25/17 and spoke with someone over the phone who then told me that they never received the documents. So I then printed the forms and copied my id and sent in the information to get the claim handled the fastest. THe lady on the phone also told me it would be 48 hours until I heard from someone so it was very frustrating. I started a chat about half hour after sending in the information to make sure it was received and going to be processed. That is when I found out from the chat agent that the first set of documents (the ones my mom sent in) were rejected but couldnt tell me why. My mom nor I was ever contacted regarding the rejected paperwork so how is someone supposed to know it was rejected. Also it should give a reason as to why it was rejected. All the person online could tell me was that its because it couldve been blurry but he wasnt sure if that was the reason. He then informed me the MY documents had been received and I should get a call within 8 hours so why was I originally told 48? I got 2 completely different stories in the matter of the same hour. So not happy about any of this!