“On 12/17/23 I had water damage on my Iphone & tried to file a claim online MANY times & the process would not complete. I could not call with a broken phone!!! Asurian has NO CUSTOMER SERVICE email or CHAT so it was completely frustratring..I went to an Asurian store thinking I could get my replacement there but one can't...I believe Asurian has NO CONTACT info deliberately to DECREASE claims as most people filing claims have unuseable phones.”
“No one will probably ever see this. But Asurion is a SCAM. I have been trying to cancel my account for 2 months and I still get charged $24.99 each month. When I call customer support they say they cannot access my file and all it shows is that my account is canceled. Beware!!! SCAM!”
“I had an s20 that become inoperable, so I used Asurion to get a working phone. they sent me a replacement, though it was a downgraded (no addable storage in SIM-card slot, less RAM) refurbished version. 2 weeks later the phone came in contact with a small amount of water (was in my pocket and i got sprayed with a hose), and stopped working. Asurion said that wouldn't fall under their warranty.
keep in mind, the s20 is advertised as being able to withstand 1.5m of submersion for a period of 30 minutes. To me, this says that the phone i received was defective. I called the company, and alerted them that i was recording the conversation for my protection. They refused to help me until i stopped recording, and wouldn't tell me why. After this I was hung up on, and now am not sure how to go about protecting myself and figuring out how to fix the defective (and downgraded) phone they sent me.”
“Waste of money. Denied office chair claim owned for 2 months without explanation. We were shocked after reading the contract online about what they actually cover, which is basically nothing. Here is the link, buyer beware: https://protection.asurion.com/protection-plan/en-us/499_(1218)_(Dynamic_single-product)_(CL_12.20.18)_STAPLES.pdf”
“Bought a brand new monitor off Amazon with a three year warranty for a hundred dollars. Asurion sent my monitor back and said they can’t fix this type of equipment. Yet they sell the insurance for it, do not use their services.”
“I've made three appointments to have the screen on my phone repaired. No one has shown up to any of them. I even had an email verification for the appointment today.
There was no contact, no notification that the technician was delayed, etc. When I called to report that no one had shown up, the outgoing voicemail informed me that my appointmet was for six days from now.
If you want your device repaired, use a different company”
“i have been trying to get my sons phone replaced.....its been a week and so far nothing ....I have called every day and they are giving me the run around....finally they sent me a text message that my claim is accepted...but for the wrong phone number..”
“I was assured by retail workers and customer support that my claim would not be denied based on the information I told them. I continuously kept denying due to the FIRST issue I ever came to Asurion with. That issue was completely solved and paid for. Everyday was the same cycle. Get an email that Asurion denied my claim. Call customer support. Customer support refiled and assured that my claim will be accepted. Repeat the cycle the next day. This cycle kept happening until it was time for me to renew my monthly membership. What an utter waste of time and money. What a complete scam.”
“To start it takes 15 minutes to get to a rep. Then I get disconnected 3 times with no return calls. Then when I finally get my replacement unit I am currently on hold for 1 hour and 50 minutes because they are getting an “error message “ when they try to active the new unit. Stay away from this company…”
“They rescheduled appointments, can't get parts (and say they're on backorder), and totally misdiagnosed our refrigerator problem. As a result we are just going to buy a new refrigerator. If I could leave zero stars I would.”
“The women on the phone was nice but not knowledgable. First informed me that my phone was discontinued so they decided to send the next model up. When sending they did indeed send the model that I owned already (cool). The issue was in the recieving of the device. They told me the phone would be at my house between 3 and 5 pm and that someone had to be present to receive the device. I came home from work waited from 2pm - 5:30pm and still no word. Have a appointment with my daughter at 6 pm and as soon as I'm there around 6pm I get a call of someone at my home for delivery. Now that I'm not there I have to wait, without a phone that I pay and replacement that I paid for an extended amount of time and I don't have the liberty to wait for it to come. At this point you can just leave it on the porch. That's fine. Called asurion they like it's in transit I asked if there was an official tracking and they informed me that there wasn't ... alI needed was the case number. I have the case number, but still don't know that the phone will ever be in my possession. I'm literally using Google voice to make calls through my laptop
....
Literally.”
“I have been an Asurion customer since ever since they were integrated into Verizon's Mobile protect plan and was been generally happy with the service / peace of mind it provides. The charger port on a recently upgraded phone I purchased last year broke, and I received a refurbished replacement phone (covered by the original warranty) delivered by Asurion in short order.
The replacement phone then proceeded to continue to restart randomly on its own, and over time had gotten progressively worse until the phone became unusable. In late August, I went to the Verizon store where for 2 hours with the Verizon customer service representative and I were passed back and forth between Asurion and Verizon phone representatives. I counted speaking to at least 9 different representatives who had no record of the previous conversation, blindly talking through a script without listening to what we were actually saying, and ultimately deflected responsibility without providing any possible solutions. I then had to spend another 4 hours with tech support that night to prove the issue was not due to software I installed and that the phone (lemon) needed to be replaced. Asurion then charged me a $230 deductible in order to replace the unusable phone. When I asked if any compromise could be made considering the circumstances (the replacement phone became unusable over time with no damage), they told me that there is no lemon law in Florida!
It is clear this company's policy are designed to prioritize profits over customer satisfaction. I will no longer use Asurion nor recommend their service to anyone else.”
“They are basically a fraud. File a claim for a lost phone and they never sent the new goddam phone. Had to cancel the claim after a month of submitting the f$#% claim over and over and even after speaking with a representative.”
“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!)”
“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.”
“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!!!”
“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!”
“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.”
