Asurion Reviews

Name: Asurion
Rating: 1.14

1.1 Rating 310 Reviews

3 %

of reviewers recommend Asurion

Company Reviews

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Metrics

1.1

Based on 310 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 32%
Accurate And Undamaged Orders	Greater than 54%
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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Phone:

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

“We had a Horrible experience with Asurion through AT&T. The guy said his name was Kierian but he could not give us his last name. Everytime he was waiting on something to load he would ask us privacy questions. Questions like where do you live, where do you go to school, are you single, what do you like to use the phone camera for, do you like to party or hangout with friends during the night, etc. he made us feel very uncomfortable, he was not professional at all. He said he had 2 kids and a wife but was only concerned about our personal life and continued to flirt. It was honestly scary with how personal his questions got. There’s definitely a reason this company has terrible reviews.”

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Posted 8 months ago

“Total scam. Don't do business with them. Day 16 without a refrigerator in the middle of summer with no end in sight. They admitted to making mistakes in assigning the repair. They also lied about the facts of the matter (saying things were done at my request). Too long of a story to write, but beware. Also, on my washing machine claim I was without a washer for a long time. But at least you can go to the laundromat, even if it is a huge hassle. They gave $600 to replace a front load high capacity washing machine. Even after finding a similar washing machine on sale I had to put $400 with it, and then buy the dryer to match because the space doesn't allow for side by side machines. Not their fault for that, but it would have been nice to have them actually pay for the washing machine like they are supposed to.”

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Posted 8 months ago

“Crappy service. Though the phone reps are polite they continue to say they can not find my records. I paid for lifetime protection on a ring. I wasted my time and money on a ripoff company.”

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Posted 8 months ago

“I broke my Consumer Cellular phone. Asurion made sure to be as difficult possible. I tried for three days dealing with them. I still don't have a phone.”

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Posted 8 months ago

“I wish there was a way to give them a negative number. This was a horrible experience and not worth the hassle. lies lies and more lies. Verizon will be losing 5 loyal customers as well as 5 lines. We're done with your unprofessional uncaring approach to business. The anxiety and stress that this messy encounter caused was totally not worth it. The only good part was the young lady who EVENTUALLY delivered the replacement phone. Nodia”

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Posted 9 months ago

“Had a rough experience getting a replacement phone. A few things went sideways in the replacement process, and that happens. Was not originally upset that issues come up, was frustrated with the process by which they were remediated and very long amount of time and effort it took for me to get the issues fixed. In the end, although it took more effort on my part than it should have, Asurion did rectify the situation and was apologetic and professional. Hope they will review current processes for customers, but ultimately appreciate the final outcome. Credit to Lee and Beulah for turning my 1 star review into a 4.”

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Posted 9 months ago

“Worst experience on the planet, predatory upsell practices My wife's phone cracked. We had insurance through Verizon, from this third party Asurion. The phone replacement process was truly horrible. The first phone they sent didn't work. Then I had to spend 3 hours on hold getting a second replacement, which they tried to bill me for again. I demanded a refund of our original $99 deductible and they acted like they didn't understand that request after we waited 5 days without a phone and lost all of our data. Every customer service representative I talked to as part of the process spent a majority of the call trying to get me to purchase OTHER insurance from them. I repeatedly said I was not interested, and they used incredibly predatory and pushy upsell tactics to try to get me to purchase another insurance plan, including indicating that since what they had explained was such a good deal, they would just sign me up right now unless I objected. The worst customer service experience ever, bar none. Truly horrible. Every department I spoke with said only a different department could help me and shuffled me around. If I could give this company 0 stars, I would.”

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Posted 9 months ago

“Do not purchase Asurion!! I checked off one star, but would rather leave nothing checked off. We have had issues with them on several occasions. One time they requested I send them copies of so many things to prove I purchased the item, and then later they said they never got the papers and wanted me to send again! But I was annoyed and got another company to do the repair since it was a small issue. Most recently, we contacted them regarding repair service on our 2 year old washing machine. They scheduled a day for repair to come. The day came and went! We called again, they scheduled a day for repair to come. Guess what, the day came and went, again! We now have another day scheduled for them to come. The worst part is they expect you to wait until the day of service to find out a time frame. So, if they do not show up, you have waited all day for them to call and they never do. Now, this is not the repair company's fault...... it is Asurion who did not do their job and schedule the repair. People, do NOT get taken in by the companies (such as Home Depot, Best Buy, etc.) selling the additional warranty service by Asurion! Find a warranty service on your own. Asurion is a scam company. You pay for the service, but do not get the service. So basically all you do is wind up paying more for the appliance because you do not receive the repair service!”

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Posted 9 months ago

“My wife's phone cracked. We had insurance through Verizon, from this third party Asurion. The phone replacement and transition process went fine, no major complaints with the actual service we received for the product we purchased (insurance). However, without our prior consent, as part of the phone transition and enablement process Asurion representatives took predatory measures to get us to purchase an additional tech policy for all of the devices in our home. If we were not trained to identify these schemes, or further along in years, these tactics may have worked, but are ultimately predatory. First, the instructions to setup your new phone indicate that there is a card in the package that will tell you the steps to do it yourself. That card did not actually insist, instead there was a card essentially requiring you to call a customer service number. Upon calling that number (to ensure we followed the stated instructions to the letter and avoid additional fees/transition delays), the representative was very helpful. Half way through the call, in the context of helping setup the device, both reps I worked with on separate calls asked me "if I had any other devices that we connected to the phone." I told them the other devices, like a smart watch and airpods. At the time this seemed relevant to the setup process, but was not. I asked if there were any special steps I would need to take re these devices, the reps said "no" just use Bluetooth... Then, at the end of the calls, the reps said, I recall that you have other devices. We offer insurance for that too. I was not even given a chance to indicate I was not interested before they went into prolonged explanations about this other package I did not want. When I tried to cut them off, they persisted. Then, at several points after explaining in great detail the plan, they said ... now that you've heard how great this is... I'll go ahead and sign you up. I had to AFFIRMATIVELY SAY NO. Let me be clear, I paid for a service. They were providing that service, and that's the only reason I called them. That's not a license to upsell me, especially to the degree attempted. At best these tactics were pushy, at worst they were predatory and in violation of data privacy and consumer protection laws. These practices should be investigated by appropriate oversight and enforcement bodies.”

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Posted 9 months ago

“They refuse to help you”

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Posted 9 months ago

“Had an absolutely horrendous experience with this company. I purchased their insurance while buying an iPad at BJ’s. Three months later, the iPad screen cracked. Their warranty supposedly did cover this. The first rep that I spoke with told me I had to get an email from Apple stating that they won’t cover the damage and then call back. This sounded strange to me, but I did it, and when I called Asurion him back, I was informed that that hadn’t been necessary and I had basically just had my time wasted. I was then walked through filing a claim. Several days later I received notice that the claim was approved, and that I would need to send it to a shop about an hour away. I did so, and received it back a week later. It was not fixed, in fact, it was now smashed instead of just cracked. I called the shop, (you break, I fix) and was informed that Asurion told them not to fix it and they didn’t know why. I called Asurion and they didn’t know either. This time the rep was borderline, rude, and proceeded to try to have me fill out the claim a second time. It was obvious that Groundhog Day was about to commence so I convinced him to let me conference call with I break you fix. The representative there informed us that they don’t fix iPads for Asurion, and that is why they didn’t repair it. The insurance rep was super surprised to hear this. He advised me that I would need to file a new claim, and they would make sure that it went to a shop that covered the repairs this time. I filled out a new claim, and what do you know? A few days later it gets approved and the only option is to send it back to the same exact shop. This is the point where I gave up and contacted BJ’s to let them know that Asurion was not honoring their warranty. BJ’s did eventually fix the issue for me, thank God. But based on this experience, I will no longer be buying electronics from BJ’s. Every employee that I spoke with at Asurion was reminiscent of the worst employees I worked with when I used to do call-center jobs. The ones that you wonder daily how they still have a job. I remember watching them make up whatever they could just to get the customer off the phone so they could go back to chilling. Asurion should reimburse all of us for wasting our time. I did complain to the Better Business Bureau and I urge everyone that has had issues with this company to do the same. Let’s get them shut down. Make some noise to the store where you purchased the warranty as well.”

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Posted 9 months ago

“Claim rejected for my 16 year old daughters broken phone…said we weren’t using insurance for intended purpose! I thought intended purpose of insurance was to protect broken or lost devices…u pay deductible and get device repaired or replaced!!!! Dropping insurance today!!!!! Highly do NoT recommend! Spent hours on phone and no answers”

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Posted 9 months ago

“If you keep your phone for a year or two, add up the premiums and the $229 deductible then calculate the time and hassle in filing a a claim, the service is barely worth it. Of course if you lose your phone in the first six months or so, the numbers may work in your favor. I’ll take my chances with my new phone.”

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Posted 9 months ago

“I would not recommend paying for service you simply CAN NOT GET!!!! For starters, they have no way to file a complaint. Not on their website or on the phone. They simply say sorry and transfer you to another agent in a loud call center and do absolutely nothing to fix the issue. Notice on their site the reviews are from cellular services NOT actual customers!!! I have attempted more than five times to get my phone fixed. I pay monthly for each line to have insurance that they have no issue collecting. However, when time to file a claim they disappear. I get a confirmation email that the service will be completed then....NOTHING. I have spoken to customer service so many times and run around just continues. I have spent more than eight solid hours dealing with this current issue and it is still not resolved. You would think it would be over a major issue...it is a CRACKED SCREEN. Something 100% covered and should be simple to fix. I have lost work time and personal time. At this point I could have just bought a new phone.”

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Posted 9 months ago

“Phone lost. We spent a lot of time with a nice agent on Saturday. Went to call today to make sure they had the proper contact number SINCE PHONE IS LOST. Zane was the agent and she was awful. They need to speak with my son who is at work and does not have a contact as he has no phone. I asked her to please read the notes as we worked on this on Saturday for the proper contact and email. She would not do this simple request without speaking to the person first. Well he has no phone as it was stole from him. So ridiculous! She was awful. We have a few other phones after this experience we will possibly cancel Asurion!!”

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Posted 9 months ago

“Horrible Experience with Asurion Insurance I have been a loyal customer for over 20 years, faithfully paying for phone insurance with Asurion. However, my recent experience with a phone claim has been nothing short of a nightmare. This ordeal has been dragging on for an entire year now, and it's still not resolved. First, they made me pay two deductibles for my claim. After that, they sent me not one, but two defective phones. I had to go through the hassle of sending both phones back. They then promised to send me a check, which I have yet to see. Trying to get any help or updates from Asurion is an exercise in futility. They refuse to return my calls, and every time I call them, I'm subjected to extremely long hold times. Even after finally reaching someone, no one seems capable or willing to resolve my issue. I am now left without a phone, despite paying for insurance for all these years. The insurance has proven to be a complete waste of money. I am deeply disappointed and frustrated with Asurion's terrible service and lack of accountability. Avoid this company at all costs.”

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Posted 9 months ago

“Verizon sent me to unrealistic. They broke my phone so I had to get an Asurion claim because I did not take pictures of my phone before I fave it to them. Asurion told me for two days my phone was shipped. When I received the tracking number I found it had not even shipped for the two days they told me it would arrive. They tell you anything you want to hear and then try and upsell you. They are greedy and dishonest. Verizon may lose my business if this is who they partner with.”

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Posted 9 months ago

“I agree same happened to me”

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Posted 9 months ago

“I have yet to get any good replacement with Asurion. I was advised to join them by Verizon and insure all my family devices. So far, each time I called to file a claim has been disastrous. I have yet to get a replacement. The last claim I made was for my child's Gizmo watch that I made over two months ago, I still have not received the replacement and my son has been without a watch all these time and I have been billed for the insurance each month. I called today and now they are asking me to send a photo of my Driver License in order for them to process the claim. Do not waist your money getting Asurion to insure any of your devices, it is a SCAM to get your money!!”

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Posted 9 months ago

“I purchased their plan through Home Depot for a refrigerator. There was no issue with them sending out incompetent repair people who could not correct the problem on at least 7 separate occasions. Now, we are at the point where the contract calls for reimbursement or replacement of the original purchase price. I bet you can guess where this is going. Of course, they keep saying they somehow can't decide when to refund me even though, contractually, they have to decide after so many tech visits for the same problem. The company gambles that the consumer will not go to Small Claims court. The judge would take one look at their contract and immediately award it in favor of the consumer. But, who has the time to go through this process? This is what the warranty agreement was supposed to guarantee. Home Depot abandoned this warranty company years ago and it is easy to see why. Worst of the worst!!!”

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Posted 9 months ago

Asurion is rated 1.1 based on 310 reviews