Asurion Customer Service Complaints - page 2

I have paid $17 per month for over 5 years for insurance I have never used. That adds up to $1020 I have paid in so when my samsung galaxy S6 finally came apart and started to overheat I started a claim. On the online claim form I was offered a refurbished S8 for the $189 deductible. So I called the customer service and was offered an S9 for the same deductible. I told the woman on the phone that a refurb S9 is available from amazon starting at around $120 with $189 being high end. Heck you can even buy a refurb S9 from the Verizon store for that money. Asurion will not waive the deductible or offer me a higher grade phone so essentially I got NOTHING!.

So, I have paid them over $1000 and still had to pay $189 for the refurb S9 which makes the whole purpose of insurance null and void. Make no mistake, this is a unacceptable and it is being perpetuated and sold by Verizon who refuse to get involved.

Absolute jerks!!!!! 3 months after asking for service they sent repair people out 6 times. Machine was deemed unrepairable. Then they refused to do a buy out! What good is a washing machine that has torn a wardrobe of clothes, towels, etc????? I have to legally sue them now and we all know that takes time. They wanted to send another technician out and so said why bother???? 6 technician visits would seem like a already big inconvenience at this point!!!

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.

Please stop with the sales tactics. We called at least 4 times in the last 2 days to try and get the same issue resolved with a cell phone. We were having computer issues at home trying to submit needed documents and we kept getting sales pitches to insure other products in our home. That was not the purpose of our call and we were asked every step of the way if we wanted to enroll in additional plans. Please once we say no, stop the sales pitch and check a box so you don't ask again!

This is my second full day of waiting for the go-ahead to get my laptop fixed. I am smart and tech savvy, but this process is inexcusably and deliberately deceitful and misleading in so many ways. Their website says approval is usually within 10 minutes. Ha! It's also almost impossible to get through on the phone or through chat.

Worst experience ever. My dad lost his iphone and the replacement device they sent opened apps randomly, would not answer calls, etc. We had to spend several hours troubleshooting before they finally sent a replacement device. We got the replacement device and got it all set up, reconnected to my dads hearing aids, etc. and the camera does not work. Spent another 2 hours on troubleshooting today and they are again sending another replacement device. When I asked if I could please be sent a NEW phone instead of someone elses old junk they said there is no way of knowing what I was going to get. So many hours and a lot of stress later, we are on our 3rd device.

I have used Asurion in the past and was so happy that my provider, at the time, changed company. Now they are back and I hate dealing with them! It was easier to have a claim made with my insurance for a brand new car that was destroyed in a wreck! I will definitely be looking for another company to insure my electronics. They have me so mad that I was on my way out the door to change phone service providers then realize it is not their fault. It is Asurion and an employee who is not doing their job. Find your own company to insure your electronics. This one will not be recommended by me and I will tell everyone I know for sure.

The worst experience I ever had putting in a claim. I started my claim on a Monday after all my documents where sent in over and over again.
Finally on a Wednesday the Docs get approved... so thats 3 days, after all of this they tell me my Zflip 5g is back ordered even thou if I go to Samsung site they would gladly sell me another. The back order they say is 3-5 days, buy can't guarantee that. So they expect me to go weeks without a phone. So I went out and bought an razr when my Flip finally arrives it will be sold and pay off Samsung direct. I WILL NEVER AGAIN BUY ANYTHING SAMSUNG

Asurion goes out of its way to make the claim process difficult. On 6/20/21 I called a representative. We walked through the issue with my Samsung dryer and we determined more needed to be done. He was knowledgable and helpful. He was the only one. I filled out the claim form, giving the same information on the form as I gave to the representative. I sent in the form. They asked for pictures. I sent those in. Finally, on June 26, 2021 My claim was ready to be filed. A silly step since I'd been working on this all week. But that's the process. So I received the code to file. When I went to the page to continue, I received this notice: Product failures that happened before June 26, 2021 are not covered.
Mind you, I've been working with them since June 20, 2021. My appliance contract has been in place since April 2021. Well over 31 day requirement.
I contacted them on June 26, 2021 and again, on June 28, 2021 with a cancellation request.
I have not heard from the company.

I have a GE Cafe Refrigerator which quitd working on March 15. Fridge 2 1/2yrs old and protected with Home Depot Protect.(HDP) Service call on March 17 with parts ordered., It has now been over 3 months and stil not fixed. This is the 3rd break down in the 2 1/2 years we hav owned the machine

I have jumped through HDP and Asurion hoops over and over and with no results. Talked to escalation a number of times and Ihave been told no parts available and a buyout would be forthcoming only to later find out they had a new hoop. I was promised a buyout the second time and the
request had been sent to Solutions and they wanted to know if I wanted a check or e-certificate. Obviously neither check every arrived because mysteriously (after 3 months) a new door arrived and I has to have service appoihtment. Service tech came out and still no working refrigerator.
I am a 74yr old senior with a $3500 non working fridge and have spent hours on the phone dealing with this issue. It is not how I envision spending my last years but I will be embarking on a social media tour to advertise my run around.

From my understanding Asurion is the insurance provider on At&t phones... You file a claim and they shop u a phone within 24 hours... This is not the case... I have been trying to file a claim with them and receive my phone for the past 4 days now! Each representative tells me the claim is processed and to expect my new phone in 24 hours.... Yet I don't receive any tracking info, confirmation email or any update about my claim at all. When I call to find out the status of my claim, I find out each time (without being notified in any way)that it was cancelled and I was waiting around for nothing! They continue to stick me in this loop over and over again and I am still waiting for them to Annie up on the service they claim to provide. Don't waste time or $$$ with these guys. Get or add renters insurance for your device through your current insurance provider and have yourself the hassle. These people are true scam artists

Worst service I have ever received . IT department gives you the run around , and each time I call it's a different story . They could careless if you purchased the insurance with them . They will give you the run around and not honor their agreement .

I am highly mad with this company not once not twice but now three times I am looking into getting something done to this company snd I will not stop until this gets fixed I had a phone cracked screen repair ticket on the books for 2/24/2021 for my son phone and then the tech comes out lies about the IEMI number that has been input didn't even look like he wanted to work cause right when he looked at the phone all he di is complain as if it was a hard job just a cracked screen I called at&t and they stated there was nothing entered wrong they were to work on the phone so not only did my phone not get fixed I had to do another appointment so I set u another appointment same day 3 pm to 5 pm which fine ill wait along came 4:30 no call no communication no nothing so I was forced to call and come to find out the tech went ahead and canceled the appointment without notification or anything the customer service tech was trying to let me know that they were going to send an email which is a punch of nonnse. NO ONE WAS GONNA NOIFTY ME!!!!!! now here I am on the phone trying to get another appointment and see if this can get fixed tomorrow if I don't get anything by tomorrow I am going get a lawyer on this as I pay every month on my insurance I am sick of this crap with this company!!!!!!!!

I can't stand the company, looks like they are t on the same page!! I lost my phone and submitted a claim with them, after submitting all the details and the required documents and was approved and my device was shipped. Upon tracking my delivery it showed SENDER HAS REQUESTED THE PACKAGE BACK!!!! I called and inquired they told me sorry there was a technical difficulty and had to cancel my claim without giving me any notice!!! They asked me to start a new claim which I did and repeated the same process and again the device was shipped and AGAIN it showed sender has requested it back!!! I do not understand what's going on and who is doin what and what technical difficulties are happening. I've been without a phone and my work depends on my phone!!! My request is if this message is seen by someone who has the authority to take action and resolve this issue please do and resolve it for me because looks like I am talking to robots without any extra knowledge.

Worst company ever!!' I lost my phone and filed a claim only to find my original phone 5 hours later. I immediately notified AT&T and Asurion and was told by them that they would cancel the claim. That was a lie because the didn't and sent me a new phone which I returned because I didn't need it. A few days later they blacklisted my phone so I can't use it. So after multiple phone calls to Asurion and AT&T I am still without a phone

Spent 5 hours on phone today (July 14,2020, attempting to file a claim. Was put on hold by client service 3 times and each time was disconnected. I have paid the $40.00 fee for five years and this was my first attempt to file. Will be canceling this plan with AT&T tomorrow as it seems that this company is a total sham. If AT&T does business with company it does not speak well for them either. I do not recommend any one to use Asurion. Will also submit complaint to AT&T.

I spent 3 hours with 4 different representatives to file a claim. When the 4th one could Not help he said we will talk with his supervisor we both held on the line for 2 more hours and at 5pm the phone hung up. I assume they went home at 5. No warning at all so after 5 hours on the phone my claim is still not entered. How do people like this stay in business
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I purchased a Samsung Washer from NEX late December 2017. I also purchased an extended warranty with the washer ( just in case.) In 2018 The washer stopped at rinse Cycle and would not go to the next cycle. I contacted Asurion to make claim. They asked for the usual info and a copy of my receipt. I forwarded all as they requested and they sent someone to repair it. I have encountered the same problem with my washer this week. I called Asurion and was told by the representative that my claim would be processed. I was forwarded to another clerk who asked for a copy of my receipt. I informed him that I no longer had the receipt because I had to leave my home I. A hurry because of the Woolsey Fires in Ventura County. I explained they had proof as I had sent what they requested in 2018 and the first rep confirmed that their computer tracks all correspondence is logged. When I spoke with the 3rd rep., He demanded a copy of the receipt. I asked to speak to a Supervisor and was told all supervisors are busy but they would call me in an hour. That was 4 hours ago.?

My experience with your company has been very disheartening. I have filed a claim for a broken refrigerator. I had to throw out all my food because it. I've had it for less than 2 years which is even more frustrating. It has been almost ten days I have been without one. I am a single mother and not having a working refrigerator to store food to feed my family has been very stressful. I can say that I have been pretty patient through this process although I have been given the run around. To keep from exposing myself I purchased a used one because I couldn't afford to keep purchasing fast food or throw out purchased food. I understand the Covid19 situation and there being limited service providers, however it is also effecting and jeopardizing my family as well as myself by going to get meals and exposing me to others that could be infected with the virus. I am desperately seeking some some assistance especially towards the reimbursement of food and the used refrigerator I had to purchase because no one could come out to service my appliance. I can be contacted at 727-481-0106. I was given two claim numbers - RNN 200427007312 and 1591017563

I had a washer claim and the people they use where i live was sit up for the day before Christmas Eve and the call and said they would have to reschedule because they was going to be off and they dumped the claim and i had to call back and have it put back in and then it was after the first of the year before my washer got fixed because the they come and ordered part and had to come back and that could have been done the day before Christmas Eve and i was told i would be reimbursed for my Laundry and it cost me 300 dollars and i only got 45 dollars form them for it and they wont do anything about it and i thank i have talked to this lady named Kaitlyn 4 different time saying she was 3 different people and didn't get anything done i thank Iam going to get in touch with like the CEO or someone this is bull****to have to loss money

Daryl Dudley a supposed supervisor store Asurion acted as if he wa taking care of our claim and cancelled it. The agents were so incompetent they opened a claim for a phone that never existed . I see from other comments that their replacements are generally defective (a few had no sound)- but to offer a phone for More than market and thenaliciouslh cancel a claim is truly awful. They are clearly to be avoided . They also have supervisors that lie as Mr Dudley said he would call back and instead cancelled the claim thereby Exacerbating the incompetence of his agents who opened 2 claims - and one was for a phone that didn't exist . #scamCentral

This is my 4th time calling about this dishwasher model GDF610PMJ2ES the first 2 times I was told by tech to turn off at the power box & leave off for 10 min then turn back on which I did and it worked.The reason was When I pushed the start button after like 3 seconds it started blinking & would not stop or turn on. This time I turned it off, came back in the house and thought about how crazy that sounds & it's ridiculous to have to do that. See I live alone and only use it 2 or 3 times a month just to keep it working. Was told it needs to run once a week. I'm 67 and I've never had a dishwater act like this & behinds it has not always acted like this. I've had it almost 3 years. Anyway after thinking this is nuts flipping the switch and waiting 10 min so I flipped it back on and then the whole panel across the front of the dishwasher lit up and it beeps every 1 min. IT WILL NOT TURN OFF. I am leaving the power switch on because I want service person to see how it's acting. Oh and also the 'running once a week theory' is wrong because how about ppl with summer and winter homes where no one is there for months at a time...



First call on 26th around 9:00 am Eastern time I called Asurion got a nice young lady told her the whole story and she set up an appt for Wed 28th with Norman electronics. While out Norman called said can't come Wed will be Friday. I called back to Asurion maybe between 12 and 1:00 pm to see if they can find someone to come sooner. After telling her the story she puts me on hold and comes back saying I have an appt on Wed with Norman AFTER I told her NO I don't it was moved to Friday so had to go over the story again. Then on hold comes back makes appt with GE and gave the #800-626-8690. I forgot this part that immediately after hanging up from first call I got text and email confirmation for Wed appt with Norman (but they called & changed to Fri). So I hung up thinking GE is coming Wed oh and she said she will cancel Friday appt with Norman. SOOOO after 3 or 4 hours I do not get an email or text to confirm Wed appt with GE so I called the # she gave. Got hung up on (by phone system not a person) after holding 6 min. Called back held on for another 6 min then said leave name & # will call back. HAHA that never happens. So I call back Tuesday morning to Asurion to see if I really do have an appt I got a man this time and was told I have appt with GE and Norman was cancelled for Friday. I called GE # and got someone and lo and behold they HAVE NOTHING for me. NO APPT. I also called Norman back to see if they were cancelled and that was a BIG NO. So as of today I have an appt for Friday with Norman Electronics. I do solemnly swear I will never buy another warranty with this company..I'm not done by no means of spreading the word about them and all this. You say calls may be recorded well please see if mine were and listen to them. Truly incompetent customer service and the 2 tech ppl. The only good person was the lady I talked to first thing Monday morning.

Contacted Asurion to replace phone when I severely damaged it during a move. Damaged the housing cracked screen glass falling out of the corners of my phone . Cut my hand on the glass and scratched my face. After 11+ yrs of paying for full coverage insurance they don't have my model, Samsung Note 8, in stock it'll be a week or so to replace it their not sure when it will be they'll let me know...huh? Ok then upgrade me to the next device, no we don't do that. We can give you an S8. So you want to downgrade my phone and with something that doesnt even have the same features. No sorry thats unacceptable. Sorry to bad then.... Sounds like I need an attorney. If my grandkids cut themselves on this device, obviously I'll try to keep them from the phone but I don't always see them grab it, I don't usually have to guard it, there will be an attorney involved for sure.

A Representative employ..Name Claire gave me the best phone experience I have had in a long time,after being on the phone almost a total of 4 hours with others trying to get help with my mom P.C Claire got us good in 30 minutes and she was a pleasure and very patient with us..Claire's a STAR

I cannot begin to express how frustrated and disappointed I am with the service and support I have received, or not received, from Home Depot and Asurion to repair our Samsung Dishwasher. We purchased the dishwasher in November of 2014 and have had issues from the beginning. Multiple service calls and complaints have only resulted in more service calls'¦and none of them have resolved the problem. We have not been able to use our dishwasher for almost 3 months now, and the technician came today and was again unable to repair it. I want this dishwasher replaced. We purchased a 5 year extended warranty'¦and 3 years after our purchase it is still not working.