Asurion Reviews

Name: Asurion
Rating: 1.13

1.1 Rating 255 Reviews

3 %

of reviewers recommend Asurion

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Metrics

1.1

Based on 255 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Returns Process	Could Be Better

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908-547-3754

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I sent a pretty much brand new smart watch to get fixed( 1 Crack in screen) they kept it for weeks saying they were waiting on parts. It's a $350 dollar watch. I got an email today saying they will reimburse me the $100 for repairs and fair market value of the watch at $66!!!( stating this is to go towards a new watch, which i couldnt buy the same watch with that amount of money abd thw $100 was mine to begin with!) Wtf. I requested to have my watch sent back and they said they keep it to salvage for parts!!! This company is a joke. Im out a brand new watch. I wouldnt recommend them to my enemy!! Horrible people. I also requested along with my watch sent back that I be reimbursed the $100 for repairs since no attempt to repair it was made since they said the screen wasn't avail. They submitted the request that will likely get denied for the return of my watch( insane!)”

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Posted 1 year ago

“I was sold Asurion at $50 a month through Verizon in 2019 and told that it covered all of my phones and devices. After 3 years of paying $50 a month = $1800, my iPad Air Gen3 was dropped and cracked the screen. I went to Verizon where they told me that it would be 29.99 to replace the screen, but the charge repeatedly came up $229. The salesman was confused. We called Assurion who told all of us in front of a packed store on a Saturday, that the $50 a month insurance no longer covered anything more than cracked telephone screens, and if there was any other damage like scratches on the case even on the phone that it was automatic replacement charge, so any other scratches evident it would be $229 to replace the phone. They also told all of us at Verizon that no other devices would ever be repaired, only replaced at various deductibles up to and over $200. At that point, in front of the Verizon salesman, Assurion began to hard sell me and my husband to buy yet another policy to cover the other devices (that I thought were already covered at $50 a month) for the low low price of an additional $25 a month through, paid again through Verizon, in order to provide coverage on all other devices beyond my telephone screens only. I was on speaker phone that could be overheard by all customers in the store. I had the Assurion sales/repair representative repeat this several times to be clear that all other customers and Verizon salespeople heard the hard sell to get yet more money for coverage that they were currently not honoring. I repeated loudly infront of all of the witnesses, lSo, after 3 years of paying $50 a month for coverage that they had changed to telephone screens only without clear notification of change in service to myself or Verizon, they now want me to pay $75 a month for Assurion insurance that is also subject to change at their whim." All of the people heard the response that Assurion no longer covers anything but cracked screens on phones, and even if I bought the new extended service, the current cracked screen was a pre-existing damage issue and would not be covered. The Verizon salesman said that I should pay the $229 for a replacement, then he would cancel the insurance. Again, I was on speaker phone, in a fully packed store, in front of at least 5 Verizon employees, and may customers. Now, at this point, I have paid Assurion $2029 for insurance to replace one cracked screen on on IPad Air Gen3. I received the replacement, sent back the old unit after wiping. ONE WEEK LATER THE REPLACEMENT DOES NOT FUNCTION AND WILL NOT HOLD A CHARGE. I am not paying another replacement fee of $229. I have canceled the Assurion completely. I will buy Apple Care, it is more reliable coverage.”

Asurion 1 star review on 6th August 2022

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Posted 2 years ago

“Do not accept this rip off!!! I've had my account 20 yrs , got this for the screen replacement clause in case of cracked screen! Do not believe the $29 replacement, it's a lie! My wife screen cracked on her Samsung s 20,phone still works fine otherwise. Instead of screen replacement they will offer you a junk replacement phone for $99 deductible and tell you ,you have no other option! Been paying $18 a month well over a year with no claims! Gonna cancel it on all other devices,I am not giving away no more of my money to this dumpster! Fare Warning!!! Rip off!!!”

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Posted 2 years ago

“Their customer service is the worst! It’s been over a month and they’ve failed to fix our washer dryer unit. A person supposed to come and fix it, but on the day of the appointment they bail out by sending a text that says you’ve been rescheduled, with no explanation of as to why. A part was replaced in our first appointment but they did such a bad job that it broke after three cycles!”

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Posted 2 years ago

“Got my replacement phone, shipped my old one back. Somewhere in transit, the phone is lost. I get charged the additional $400 fee though. I’m told I’m the one that has to start a trace with Purolator. I have to prove it was an issue with the shipping company THEY chose and set up everything with. Once I have it proved it was lost in transit, they tell me that I have to fill a claim for it and then they will refund me. I can’t afford this. My mental health can’t deal with the horrible customer service. Human robots just repeating the same one liner policy. No one talking to me like an actual human being who is struggling. BUT. I file a partial claim with Purolator as I have to again speak with this phone company to demand the shipping paperwork that I don’t have so I can complete this claim. Purolator emails me the next day saying that I can’t actually file a claim because it is ASURION’s OWN POLICY with Purolator that no one but themselves can file a claim outside of the company. Absolute insanity. I have promptly cancelled any payments to them through my cell phone company. Waiting 8-10 business days while I’m reviewed for a refund. Funny thing. I called yesterday when I had to demand the paperwork and they said they sent a request higher up that would take up to 48 hours to be reviewed. When I called today after receiving the Purolator email I was already all of a sudden being reviewed for a refund. At some point, Purolator contacted Asurion about my claim and their policy and they realized what they had been making me do was incorrect. They didn’t call me. Just set my status to “pending refund” after everything they put me through. I will be going out of my way to my story.”

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Posted 2 years ago

“Horrible customer service!!! I lost my phone so I made a claim. They said they’d bring me a replacement and set it up same day. It asked for an alternate phone number but I don’t have an alternative phone number. Two days and 26hrs of looking I finally find my old phone. I get a hold of asurion to find out what happened to my replacement. They said their “expert” canceled my claim because either they couldn’t find my address or because I didn’t answer when they called. The post office, Amazon, ups, and fedex can find my address that’s posted on the mailbox in front of my driveway but their expert can’t? I was told that maybe it was because I didn’t answer when they called 🤯 if I had a phone I wouldn’t have made the claim!! Now I’m trying to make a claim cause after 36hrs in the Texas weather it’s having all kinds of issues but now I went from an iPhone 11 to the xr as the replacement. Just piss poor customer service, absolutely horrible”

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Posted 2 years ago

“They use the worst carrier for shipping. They have the worst nonchalant employees. If the UPS carrier makes a mistake, you're forced to provide another address for delivery. One department always contradicts another. You have this stupid lenghthy process. Nothing has been smooth with this company ever.”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“I would give it a zero. The worst scams ever!!!”

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Posted 3 years ago

“Still waiting on a call back from the store manger or higher up management, when the store was broken into over a year ago, still no answers or a call back about my stolen device. Adding to my review 4 months later. I received an email today that they are wanting to send a $50 dollar check for a device that was stolen from the location, which im sure were compensated by insurance. Now the store has a new owner and Asurion is not wanting to back them up is my guess. And by the way is very inappropriate for a manager to text me and tell me to meet him at a location to purchase another switch and he would pay the difference. #YOUBREAKISTEAL.”

Asurion 1 star review on 17th November 2021

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Posted 3 years ago

“Was unable to fix the issue on the first visit. Sent a ton of parts to my home that took up a lot of space in my living room and then canceled the appointment without contacting me. Customer service was rude, unprofessional and could care less about my concerns.. Very disappointed.”

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Posted 3 years ago

“I submitted a claim on Friday and received my replacement phone today 15-Feb. Had a hard time activating the phone myself because the Confirmation Code was being sent the old phone, which is broken and won't come on. So, I got on Live Chat with sprint. I talked to 3 different people for an hr and a half just for the 3rd person to tell me I have to go to the store and have it activated. Why in the hell didn't the first person not tell me that instead of wasting my time? So, I go to T-mobile and they had to insert a new SIM card. They tried 3 SIM card neither worked. The phone said that I have to call sprint and have it unlocked. I'm already at T-mobile who are partners with Sprint, so why would I call Sprint? So, the T-mobile worked gave me the number to Asurion to inform them that they sent me a blocked/locked phone. I get on the phone with the representative just for her to tell me oh that means we have to file another claim and send you out another phone. EXCUSE ME!?! I just spent an hr and a half on Live Chat with not 1, not 2 but 3 different Reps to finally tell me to go to the store. I get to the store and get my SIM card change then get back home to find out they sent a defective phone. What kind of BS is this? You made sure you got my $290 deductible but I'm now sitting her with 2 phones that doesn't work. Oh and to add the cherry on top, all the phones are out of stock and on back order, so not only do I not have a working phone but now I have to wait 3-5 days for the phones to go back im stock and then another 2 days to get the phone and hope that it's not defective as well. This is a stupid ass company. I never went through this before with a phone. I want my deductible refunded.”

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Posted 3 years ago

“I had to physically go to a Verizon store to submit a claim in November 2020. At the end of January 2021 I am still waiting for a receipt for the deductible. Your customer service sucks ass. I hope that you go broke. I would have left zero stars but it was not possible”

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Posted 3 years ago

“Filed a claim 8/3/20. Approved. Still no check 10/14/2020”

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Posted 4 years ago

“Where do we start? As a fellow Software company it is very disappointing to have to leave a review like this. But if all software companies were run like this people would stop buying it. We have been trying for several months to make a simple API integration with ServiceBench. The software is unreliable, the coders are lazy, the client services are non existent. And we really do know about software.”

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Posted 4 years ago

“Very, very poor customer service and very unreliable software. Left several messages, sent numerous emails but no-one has ever got back to me. Very, very disappointed. I don’t recommend you purchase this software.”

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Posted 4 years ago

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

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Posted 4 years ago

“Bad customer service”

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Posted 5 years ago

“Thieves they charge the monthly premiums then find stupid reasons to deny the claims bad customer service dont care about your problems but keep changing monthly premiums, your better off keeping your money and buying your own phones”

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Posted 5 years ago

Asurion is rated 1.1 based on 255 reviews