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.