Asurion

Reviews 25

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K Brent

Would NOT recommend to even my worst enemy! I filed a claim with Asurion back in August 2016 and received a replacement iPhone 6s Plus. The device that was sent to me did not work - apps would open and close randomly, the phone would restart itself every few minutes, calls would drop, imessage did not work, could not take calls without having the headphones plugged in, and the list goes on and on. I am savvy enough to try everything that I could to fix the phone and even called their technical support line to no avail. I had to pay my $200 deductible for this hunk of crap phone, which was sent back to Asurion because it did not work. I told Asurion that I would be having my original phone repaired by Apple because I did not want another non-working refurbished phone sent to me. They sent me a 2nd replacement device, even after my explicit request for them not to. I sent both devices back to Asurion in August and have yet to receive my refund for my deductible payment. I have called every 2 weeks since August and have sent countless emails, only to be told to allow time to research. On my most recent call, I was told that my claim had actually never made it to the refund department. This was in mid-November! These people will NEVER call you back when they say they are going to. Awful, awful, awful experience.

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Bianca Rose

So I made a claim back in December 2016 because I thought I lost my phone downtown.. surprisingly I found my phone through find my iPhone and the person kindfully got it back to me.. so I called asurion and told them I found my phone and told them to cancel the shipment, I received a refund and everything. Here I am at my sprint store today trying to get my upgrade for the iPhone 8 & I cant because my phone is reported “lost” STILL! so now I can’t get my iPhone upgraded because you guys forgot to cancel the claim!!? This is ridiculous. I have MY PHONE IN MY HAND, it is not lost anymore. & it’s ridiculous cause I already told you guys this! When I spoke to the asurion agent on the phone she said it’s too late for me to cancel that claim????? This should’ve been canceled a long time ago.. so what now I’m stuck with my phone that is supposedly lost??? YOU NEED TO FIX THIS

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shatia hayes

i claimed my iPhone 6 because it was lost but the phone Asurion sent me was not in the condition i was expecting. The screen was thinner than my original screen and it was not all the way flushed meaning it was raised slightly on all sides and in the bottom right corner it was raised all the way. I was worried that the screen would come off so i went and got a life proof case while i tried to see if they could do anything. i got the run around with them mainly saying that the phone was refurbished and it is in working condition and i still have not gotten my phone fixed properly. i leased this phone through sprint and of course i am not going to buy it when the lease ends because i plan to upgrade and lease a new phone but the screen problem may give me problems with carrier.

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Trenton Barnett

My father cracked his iPhone screen when it fell out of his pocket onto the concrete. So we set up the appointment online, scheduled the guy to come over this past Wednesday between 1-3pm, and left it at the front desk at my dad’s office. The guy calls, says he’s about half an hour away, great! After the repair, the screen is cosmetically flawless, and we are satisfied. Until we realized today that the screen is filled with dead zones where no touch is registered. What good is a technician when he can fix the gash on the front of the phone but literally makes the phone less functional? Maybe it’s an honest mistake, hopefully they’ll help us out here and not wash their hands of this issue. Until then, I am hesitant to recommend these guys

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Dan Frey

Hey...you guys were FANTASTIC!!! Ive paid for your service for years and never used it before, however, I was on vacation when this occurence took place and was left no choice. The rep I worked with on your team waived the need for me to print & fax docs, filled them out for me AND overnighted the new device to the hotel I was at in D.C. Im telling everyone and anyone about your service and while I hope I dont need it again, I know that if I do you guys will take care of me. Thank You SO MUCH for your assistance and I will ALWAYS pay to keep you guys in my back pocket for if I ever need you again. -JD-

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Sandi Godek

Cannot say enough about the great experience I had with my phone replacement with Asurion. After my initial claim, I received my replacement phone the very next day! Amazing! The staff was both courteous and extremely helpful. I had set up questions and there was a number to call in the box. The staff went to great lengths to talk me through each one with great patience. Though the first phone I received was faulty, they sent me a different one the next day, no questions asked. I would recommend this company for your phone insurance to everyone.

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Stephanie Estrada

THIS IS THE WORST CUSTOMER SERVICE EXPERIENCE EVER! HAVE BEEN TRYING TO GET THIS PHONE CLAIM DONE FOR SEVERAL + DAYS. ALL THE INFO NECESSARY WAS UPLOADED. n EMAIL WAS SENT STATING THE CLAIM WAS READY TO BE COMPLETED. CLICKED ON THAT LINK. ENTERED THE INFORMATION REQUESTED. WOULD NOT ALLOW ME TO CONTINUE. CALLED AND AFTER 5 SERVICE REPS AMD 1 CUSTOMER SERVICE MANAGER WAS TOLD THE CLAIM WAS ON HOLD! i JUST WANT TO REPLACE MY PHONE AND MAKE THE DAMN DEDUCTIBLE PAYMENT! THIS IS THE WORST EXPERIENCE EVER! THEY DESERVE ZERO STARS!

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Dylan Sassman

Terrible service. Lead times are terrible now. I called after submitting all of the necessary documents and the lady was nice but could not answer any questions besides what was on her script. What is the point of phone insurance if it is impossible to use and takes forever?? Their answer to everything in the online help is to call in. Well guess what people if I had a phone to call in on I WOULDNT BE CALLING YOU. I had to borrow a coworkers phone simply to get anything done.

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Simon A

The shipment was extremely fast and I am very satisfied with the overall handling of my case. However, there was a minor confusion about the shipment on my part which required me to contact customer service. It was almost impossible to reach customer service concerning this. Once the shipment is declared as delivered by all participants (Asurion and the shipment handler) it becomes extremely difficult to reach anybody who feels responsible to assist you.

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Matthew Bennett

I only give them two stars Because I actually got my phone replaced. What was the issue is the wretched customer service getting there. It never seemed like any of the customer service representatives actually wanted to help me. I even called once during business hours and I was told to call back later. In addition, the "new" phone I received has a broken button on it. I will definitely be looking for a better insurance provider in the future.

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Shelby Bronstad

Do NOT, I repeat do NOT get their insurance. The process for replacement is ridiculous. They charge $12/mo for insurance and then when you need to use it you pay another $150 for the phone THEN THEY TRY TO CHARGE YOU $500 FOR NOT TURNING OFF "FIND MY IPHONE" WHEN I ABSOLUTELY DID TURN IT OFF. THIS BUSINESS SHOULD BE SHUT DOWN IMMEDIATELY! I am reporting them to the BBB. Unbelievably dishonest company!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Alyssa Meares

the first time I called I was told I would get a new phone In the mail in one or two days its now been three days they all I have is a email saying the phone is on back order and will take 3-7 days to get to them and then 3-7 days to get to me when I get a recording saying the phone is on back order and cant talk to a real person while im stuck with a broke phone that wont work at all!!!!! this is not what I was paying for

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Jerry Olson

Your service in getting me a new phone was excellent. Very timely and efficient. The process to report the loss of my phone was very good as well. While I understand that the replacement phone would be a refurbished phone, the GPS direction apps do not work. The phone can tell me where I am, but cannot give directions in either VZ Navigator or using Maps. That is disappointing as I use that functionality frequently.

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Janet Bergamo

The call I made to Assurion about a phone involved a long wait time, as I must have called at a busy time. However, the representatives I spoke to were pleasant, efficient and helpful. Perhaps Assurion could put more people on the phone lines. Websites are less efficient than people, which is why I prefer to call rather than text or email from a site that takes as much time as waiting for a rep. Janet Bergamo

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Chris Matthew

Terrible service and people. They want me to return their phone that I have been using for the past 2 weeks before I can activate the phone that was lost again. They demand I return their replacement phone before I can use my original phone again that was found. I am supposed to be without a phone for several days. They do not care if my health or my livelihood is jeopardized by being without an active phone.

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Marcia Herring

The first replacement phone I received had a bad battery so I had to make a claim on the replacement phone. The turnaround time and the attention to the unfortunate turn of events was both prompt and efficient. The service techs I spoke with on the phone were very understanding and kind. I appreciate the quality of the service at a time that I was frustrated and disappointed in the need to file a claim.

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Andrew Tutia

I know this company gets a bad rep but I had an amazing experience with them. Although the website was a hassle the online chat representative was excellent and was able to put in my request for a brand new phone. I got my phone the very next day, brand new and without a single problem. Hands down great experience and hope they continue this same level of service with future customers.

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donato serafino

After a bit of going back and forth and standing up for what was right the lady that took care of us stood by her word and was able to send us a brand new phone instead of a refurbished one even though we still had to pay the $199.00 for our part of the contract. Was a little of a hassle but as of now i feel like i can give them a second chance.

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Sharon Staton

We called Asurian about our problem with the phone. It got dropped and the screen was broken. The Asurian agent was helpful and friendly. We had our new phone the next day - and we returned the old phone in the postage paid envelope they provided. We got excellent service and I am so glad we paid the extra for the coverage.

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Amanda Farley

corrupt and garbage. this is monopoly too, there is no other insurance option available. this company should go down in flames. how is this legal where are all the blood sucking attorneys, please please place a class action lawsuit and bring this corrupt monopoly down how are there only seven reviews on this company? hhhmmmm

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Tiana Kaula

Asurion was fast competent and reliable. We had just bought a new phone and a couple weeks later or three to four weeks later we needed a new one we have a mishap with our phone. It was the Galaxy S7 Edge and they replaced it with no problem. I got it within 32 hours and was really grateful for that. thank you in Asurion

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zach owen

My phone started malfunctioning more and more until rendered useless. I was out of the country and unable to file a claim missing the 60 day deadline. Asurian representative asked "boss" if the issue could be waived, it was. I was sent a new phone and turned in my old one.

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David Farragut

I went to submit a claim and after being denied 5 times (for no valid reason), I still do not have a phone. Furthermore they keep pointing back to ATT and ATT points back to them. Lastly, they will not get on a 3 way call to resolve the issue. Complete SCAM !!!

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Sharon Tillstrom

The phone arrived promptly. However, when notified that the old device had to be removed from the cloud we struggled to do so easily. While trying to figure out how to do this there appeared to be no place to call for help. It was very time consuming.

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Cynthia Gillespie

You were very fast with helping keep my comuncation which I needed very much. I appreciate the professional job that was done!! Question I paid for insurance on my phones always have do I get a refund on my price I paid for a replacement phone??

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