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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Helpful Report

Posted 9 months ago

“They refuse to help you”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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!!”

Helpful Report

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”

Helpful Report

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!!”

Helpful Report

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!!!”

Helpful Report

Posted 9 months ago

“Total scam. They steal your products and give nothing in return. That is, if you can even get a claim accepted in the first place, which is near impossible. These are sleazy scumbags. You’d be better off using your money as toilet paper.”

Helpful Report

Posted 10 months ago

“Terrible Experience with Asurion Warranty Service I am extremely disappointed with the service I received from Asurion's warranty. My experience has been nothing short of frustrating and unprofessional. From the outset, contacting the escalation team was a nightmare. Every time I called, I was disconnected multiple times, which made an already stressful situation even worse. It's baffling that a company supposed to help you in times of need fails at basic customer service. The lack of communication and constant disconnects left me feeling helpless and unheard. I expected a lot more from a service that promises to protect and assist. Instead, I was met with inefficiency and a complete lack of concern for my situation. I would not recommend Asurion to anyone. Save yourself the frustration and look for a more reliable warranty service. Asurion needs to seriously rethink its customer service strategy if it wants to retain customers. For now, I am incredibly dissatisfied and regret choosing them. Until now, they haven't fixed the appliance.”

Helpful Report

Posted 10 months ago

“Unable to file a claim. I fill out all the details, click continue, and get a 'Something went wrong page. Please chat with us'. Tried multiple browsers. Not able to chat with anyone either, it says no one available. So, essentially, there does not seem to be any way whatsoever to file a claim”

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Posted 10 months ago

“Asurion and UbreakIfix are scam!! Don't buy any insurance for aftermarket. .they tell you they are Samsung Partners! They are not really. Although Samsung can reapir the laptop they said they don't have the part because they DO NOT USE ORIGINAL PARTS ! Although requestes by Samsung! (see below) thats the reason their part department doesn't gave the part to repair. DONT EVER BY IT!! I CAN PROVIDE PROVE OF CONVERSATION see below...TXT ME ANYTIME 561T240202”

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Posted 10 months ago

“I have had 2 replacement phones which is the limit. If there are continuous problems the insurance is there for a reason. You send the same phone and again in less than 3 months the battery overheats and the battery is dead every 4 hours. I will never purchase this insurance again. I paid $15 a month and $200 for each replacement. The phones must be used. Do not buy this insurance!!!!”

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Posted 10 months ago

“Tv stopped working. I summited the claim 4 times. Won’t fix it. They are all scammers. Don’t waste your time or money. -100000 stars”

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Posted 10 months ago

“They put a battery in my iphone which overheated it, and ruined it. Now, they will not pay me for the cost to buy out my contract to get a new iphone . Bad compnay to deal with.”

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Posted 10 months ago

“just canceled the hasselfree Insurance , hey are a pain in he .......”

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Posted 10 months ago

Asurion is rated 1.1 based on 310 reviews