Asurion Customer Service

I,m a monkey chasing a banana with your call tree. probably had the option to talk with a heartbeat. My bad. this sucks!!!! WTF?

Filed a claim on Friday, September 15th. They did not have the same phone that my husband had lost so the man said I'm sending you a better one, I don't know names of phones so I didn't know, I just trusted him. We went to Verizon today to activate the new phone, the agent said we have no accessories for this phone, we do not even carry it as it is outdated. So we are out the $99 we paid assurion for the obsolete phone they sent plus all the expense of a new phone. Needless to say I dropped our phone insurance on our phones!!!

Worst company ever...might as well skip the insurance

Horrible Customer Service

I bought a bocsh dishwasher november of 2019. I also bought the assurion home depot protection plan five years. It has been an awful experience. May 19 I filed a Claim with the asurion. It started off with them delaying it for days saying that it had to be reviewed, Even though I had all of the contract Numbers, dates, receipts, Ect. Then they scheduled me 4 more days out on a Monday for a technician. Who called on that Monday to tell me that there's no point in him having to come there twice? Why don't you just tell me what's wrong with your dishwasher. Considering i'm not a dishwasher technician I did the best I could. Few days later 1 Of his technicians shows up, He seemed nice but spoke absolutely no english at all, Under normal circumstances that wouldn't bother me at all but he had questions and could not ask them to me or understand my answers he had to call. His boss on the phone and we had to do this whole relate thing back and forth, So as you can imagine there was some confusion right off the Bat. Also he had the wrong part, Which had he come on monday like he was supposed to he would have known which part. Tells me he will get back to me in 48 hours, Then goes mIa for about a week. I continuously called the protection plan hotline every time I was transferred to a supervisor who had no clue to what was happening. They would give me the run around lied to me about what they were doing. Whatever it took to get me off the phone. Then tell me it will be 3 to 5 days before I hear anything. It had to be sent to escalating. After going through this for a week. Twice being told that totally agree this is not right and the where going to put in for buy back because of the time and issues. Meanwhile tech wasn't responding to me or them. Finally I called home depot 3 different times with 3 different mangers who all told me there is nothing they can do. One sorta said he would send email and get back to me, I don't know about email but no callback. The whole time I'm being told from asurion that they are not aloud to transfer me to manager but they could put in notes for them to call me within 48 hrs. 2nd time manager finally called. 1st he told me that I was the reason the process was delayed because I requested a manager call me, then told me that they had been looking for part and could not find anywhere. But they where going to continue to look((keeping in mind we are over 2 weeks at this point) but he would talk to his supervisor and get back to me within 3 days. That same night the missing technician calls he has the part and wants to come tomorrow. So I ask how when no one had it. He says "oh they found on ebay" so I ask if it was original part . He says no I don't know if it's refurbished or used bUT either way it's what he got. So I again call protection plan. Noone there had any answers either, so I call home depot. This time manager not even willing to take 2 minutes just says they are not us and I can't help you. Next I call bosch who says not only do they have the part they would sell it to me at reduced price, and they hated to hear what happening. It also find half a dozen new one other places including home depot. (Keep in mind Noone at protection plan can find one in over a week and home depot can't help me. So I refuse part because Noone seems to know if used or refurbish or anything, tech tells me that if company doesnt pay him for extra miles because of this he will refuse to come back.home depot and asurion had no prob taking my money, the only problem that arose was when it was there turn to fulfill obligation.totally disappointed in both companies. I saved for months for this dishwasher and worked tons of extra hrs. Because it was important to me, and pd the extra money for protection plan because I knew couldn't afford to splurge like that again. Now we are 2 and 1/2 weeks. Still broken dishwasher, with no solution in sight.. this is totally unacceptable and truthfully pretty crooked. SO BUYERS BEWARE OF BOTH COMPANIES

I will never purchase a product that uses Asurion as their protection specialist. Purchased a 200$ set of headphones from The Source. Paid for the 2 year protection. My son dropped them and the repair was a simple one. After 6 weeks of waiting for them to send us the shipping label and send them back and wait for the inspection they informed up the headphones were not repairable and that they are refunding us. I asked about the 2 year warranty I purchased and they said that it was no good since they couldn't repair them. I'd understand if the headphones were actually damaged beyond repair but they were not. They also need to be more clear in their policy about how the warranty actually works .

Asurion Home+ is not worth it. UBreakIfix is a fabulous place to get a repair but the insurance is terrible. Customer service is poor and you will be sent around alot. They never notified the outcome. They are very slow to process so you will go over your date to cancel. If deemed irrepairable, they will give you next to nothing and most likely will not offer a replacement.

I had difficulty from day 1 when I needed to file a claim for my grandson's XBox. Asurion's website is ridiculous, to say the least. My grandson, 13 yo, likes to pull stickers off of everything, even the ones that NEED to stay on! I needed the serial # and product # to file a claim. No luck. The XBox was at a UBreakIFix shop and the man there was kind enough to open the back up and locate the #s. He even took all the pictures that were requested by Asurion. Then the circling around and around began. First, the claim was denied because the back was opened. I get that but I had already explained the circumstances which made it necessary to open the back. I'll shorten this by saying they requested the same pictures (which I already sent) and various other information no less than 4 times, then denied the claim. Then an email comes saying the repair is complete and the XBox is on its way back, etc. I spent 35-45 minutes on the phone with them this morning (3 different people) with the intention of cancelling my policy, but they talked me into letting them try to resolve this. By the time I spoke to the 3rd person, I was too frustrated, angry, and just tired of being jerked around so much and I stopped the representative from spewing the same information again. I just said STOP, cancel my policy!! The reps that I spoke to were very kind and "tried" to make things all better, but all-in-all, this was one of the WORST experiences I've EVER had trying to resolve an issue! I'll be buying a new XBox, with NO insurance, for my grandson but it will be worth it! DON'T EVER BUY OR TRY TO FILE A CLAIM WITH ASURION INSURANCE!!

Gargabe service.
The site always says error processing and redirects to verizon. Verizon redirects us to asurion. Verizon agent has me call asurion, after 10 minutes of ansering automated questions, i get a call, only to be hung up on after 5 minutes of talk. Pretending to not hear me anymore.

Asurion did not have my phone shipped as promised. Seeing all the reviews makes me wish I had canceled my phone insurance. I was told to expect it within one day. Now, three days later, I have gotten 2 emails saying it has been delayed. I have checked tracking. My address is the same as the billing address. There is no way it could be refused - no signature is required for drop off. I am worried, and I think maybe they should be sued.

@Asurion
DO NOT USE THIS SERVICE.
Asurion tech came out for Dryer repair. Failed to repair dryer, tried to sell us more services (fix one problem first, then we'll talk) & stole our parts. Now they refuse to return parts or fix. SCAM
@SamsungUS isn't helpful. DO NOT BUY SAMSUNG
Check Reddit. Horror stories on buying Samsung. They will not help you if it goes badly, and it will.

This is the absolute WORST warranty I have ever encounter in my 50 years. I purchased a 5 year warranty to find out when trying to file a claim, parts and labor was not 5 years. When I purchased the warranty, I was given a brochure with the breakdown of coverage, Brochure clearly states coverage on parts and labor, surge protection, lemon law etc begins when the manufacture warranty ends, and within that timeframe when trying to file a claim, I'm presented different terms via email and told what I have in writing on their brochure is wrong. Their brochure that was handed to me at purchase with the coverage start times clearly stated. I was told 3 different times, yes sir that documentation does state that however it is wrong. Please be aware this is NOT a 5 year parts and labor warranty although they present it that way.

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!)

This is the worse insurance company. What a rip off!!

Paid my premiums. $50 a month. Filed 1 claim. Sent a remanufactured pile of garbage out for $250. It overheats 3 minutes in to being turned on. Called for a resolution. Guy didn't solve anything or send another phone that actually worked. Waste of money for sure!

I have this service for appliance purchased at home depot. I found this company Asurion does not seem to contract with quality service providers. I one repair service come out 3 times and the repair guy left my washer in non working condition. I had to request a different repair service to get washer fixed. Luckily the 2nd repair business found the first guy did not install parts properly and fixed problem. I did not have to pay any fees but it was a headache having to wait over 2 weeks to resolve the problem. Although warranty plans may seem nice to have it can be a hassle to get quality service when needed.

Buyer beware.

This is simply the worst run appliance protection plan I have ever encountered. It takes ages and multiple calls to obtain a claim approval and then your real troubles begin. I have spent time on 7 phone calls with them AFTER claim approval and have yet to see a repair engineer in my home. First them claim a company will arrive only to wait until the date and no one shows. Phone calls later is turns out the company didn't accept the repair and Asurion does not contact you. Then my claim is "escalated" and I am assured another company will show up on a second date. Needless to say the 2nd company says that Home Depot does not know their schedule and no appointment is confirmed. Each and every phone call may take 30 minutes of your time.

I have decided that this is not a worthwhile product and you are much better off buying your own parts or hiring a 3rd party to conduct the repair. Maddening!

LG uses this company for warranty repair. It's a good reason not to buy LG appliances. Here's my story:

My new LG dryer started getting intermittent d80 errors, which stands for an 80% blockage of airflow. We had just had the vents cleaned and new ducting installed. We called the company that did that (and paid for a service call) only to be told that everything was working properly and there were no blockages. I called LG and scheduled a warranty call. The technician diagnosed a faulty sensor and had the part sent to my home. A different technician arrived to install it, and decided to re-diagnose the problem and told my husband that there was nothing wrong and we needed to buy some part from Home Depot because our 60-foot ducting (in reality it's 12 feet) was causing the problem. This made zero sense since it was an intermittent problem and we have had exactly the same setup for years and never had a problem. The technician took the part with him. I ended up making multiple phone calls (on hold for a total of 2 agonizing hours) to explain that yes, there was a problem with the dryer. I finally reached an LG supervisor who promised to handle the issue. I told her I wanted to deal with either an LG technician or a different LG-authorized repair organization. She told me that Asurion was the ONLY company in my area (which is a major metropolitan area). We were told that the part had been retrieved from the first technician and would be installed. We then got a call when the technician was on his way that he had the parts to fix our WASHER. Uh, you were here a couple of weeks ago - it's a dryer. He re-ordered the part and said to text him when it came and he'd make time to install it. I did that and he ghosted me. Asurion then notified me of an appointment that had never confirmed and during a timeframe I told them didn't work for me. My husband was able to be home when the 3rd technician showed. The part was finally installed. I'm guessing that these are the same folks they will use for their extended warranty. My advice is to stay far, far away from Asurion and LG appliances as well.

My Maytag washer had caught one of our bed sheets underneath its agitator and I was unable to remove it myself. I contacted this company because I thought it was reputable. I gave them the a precise description of the issue.
This was my first time using their services which was yesterday 6/7/22. I had a slot from 1pm to 5pm to wait for their repair person. He showed up at around 4:30pm. He looked at my washer and the sheet caught and told me that he did not have the proper tools he needed to get the sheet out. He had lent the part to someone and did not have it. This was a Big waste of my time. I had used the day before just to try to find a company to come out and this was the result. My washer still has our sheet stuck under the agitator and my laundry is piling up. Also, the technician decided upon him self to schedule another appointment for 6/14/22 to come out to fix my washer. I canceled that appointment and will never use this company again!!!

This has been the worst experience ever. I purchased a hot point refrigerator from Home Depot in Nov. 2020 and got the extended warrant plan. My unit quit cooling on 4/10/22. I called made my claim and a technician came out 4/10/22 and said the compressor was bad. I called tech on 4/15 and got voicemail they were closed for Easter and going on vacation and wouldn't be back until 4/25. Assurion then said only part of the parts came in. I called them daily checking on parts. Cancelled Easter dinner and waited. When I spoke to technician when he got back he said he only needed a part so I called assurion and they said they were shipped. Assurion said tech would be out 5/6 to repair, I called tech 5/4 and 5/5 vm only I called 5/6 when he was supposed to be here and he finally answered and said he couldn't put it on he needs a special tool and he can't find one. He said he doesn't understand why assurion is not just doing a buyback with all they are paying. He said he talked to assurion 5/5 and told them this and sent an email. So back to calling assurion again. They said they had no notes of him calling or emailing. Said we'll just put in for buyback wait 3 business days. Called after my three days and request denied. So back to technician. Called escalated again (this about my 20th time) going to mark urgent again and send to service dept. called 5/11 and now they said they told technician to come today but they tentatively scheduled an appt for 5/17 again. Never notified of any of this. Their customer service is a mess, keep getting hung up on, told different things every time. How are u supposed to go for s month and a half with no refrigerator. So today I also called corporate number and they transferred me back to the same people. I'm at my wits end...

Working with Asurion has been the worst experience I have had with home repair needs. I scheduled and received an appointment for an appliance repair. This took place in December. The technician was out late and came in to look at the appliance. From the first greeting he started asking if we had the warranty plan and if not he could sell us that. He had not even looked at or for the problem with the dishwasher. When he did he immediately went to a problem he could not solve that day and asked again if he could sell us the warranty. Again we were not interested. He next comment bothered me as he suggested that without he could not fix and with he would have to order a part and then we would have to wait 30 days for the repair. We grudgingly paid the $75 service fee and the tech left. I then called out another company who assessed the problem which was just a food particle stuck in the drain tube. It was fixed within minutes. I guess that is what happens when you actually do your job and look for the issue. Prior to calling out another tech I called Asurion and asked for a copy of the report as I paid for it and and the tech left us with nothing. I was assured they would send I never received and in fact called several time to get to not avail. I have over the last couple of months tried to get in touch with some form of customer service at the corporate headquarters and have been unsuccessful. This is a shame company only out for your money.

Had a refrigerator defrost in November of 3021 and list $200 with of food. First time GE repairman came he cleaned the coils and back of fridge. Another month went by before I could get them out again. I suggested the first time that it may be the defrost timer which it turned out to be and was repaired the second time. This wax an extra fridge thank god or we wouldn't have had food. Here in March 2022 still trying to get the check for food loss and getting the run around.

Asurion is a corporation set up purely to reap from trusting consumers every penny they can get. I paid faithfully for their iPhone "insurance" for years; yet, when my phone was lost as I traveled, they were less than no help at all. They've done NOTHING for me. (For one thing, they ask you questions that you cannot answer unless you have possession of your phone. But you DON'T have your phone, which is the point of the call. The customer is then provided numbers to contact (to no avail). I am writing my Congressional representatives to ask them for an investigation of this "insurance." In the meantime, I'm up the creek without a paddle, on vacation with no means of communication.

HORRIBLE COMPANY - dishonest and cannot be trusted to follow through. I paid almost $4000 for a mower and warranty from TSC in June 2021, which included a 2-year extended warranty. On FEB 2, I contacted Asurion and filed a claim. They, soon after, approved the claim and gave me a Service Request number. They sent me the service center name who would do the repairs. After that, I was on the phone with Asurion two-three times each week, because Asurion kept forgetting to give them a service order to engage repairing my mower. I was absolutely out of my mind with this. I finally got a Supervisor there named JOE on SAT FEB 26 . He told me that the original claim had just expired for being in their system too long. (THEIR FAULT). He was very apologetic. He assigned it a new claim number. He also approved that claim process and had the paperwork ready to go to the service center. Today, out of the blue, I get a call from another Asurion Rep who I could barely understand, someone I've never spoken to there before, who told me the claim was now denied and they are no longer going to do the repairs. But - nothing has changed! This claim has been approved TWICE by Asurion. Today, after a MONTH of chasing this around, they call me out of the blue and say "now we've decided we're not going to fix your mower." And they said I have no recourse. They are going back on a promise to repair that they already made to me - TWICE. Now, they will not discuss it. So I finally hung up on the Rep today as she would not acknowledge that they had already approved TWICE to repair my mower's issue. She flatly didn't care, and didn't care what they had been putting me through for over a month! All I can do now is go to TSC - Tractor Supply Co (where I bought the mower and warranty) - and see if they will honor the guarantee they sold me before handing me off to Asurion - who has NO INTEGRITY. All those years with Sears/Craftsman, this kind of nonsense NEVER used to happen.

Highly recommend sterling heights location fixed my phone problem immediately ?

Anne was amazing and although she couldn't help with fixing my phone I had an amazing time with the customer service I experienced, keep up the amazing work!

I lost my phone last week. I put in a claim the same day. Less than 24 hours later I got confirmation my claim had been approved. The very next day got my replacement phone. The service was fast, easy and not at all complicated. I highly recommend this service for anyone who loses or breaks phones. I would definitely use Asurion again. Thank you Asurion

I dropped my stratosphere and was very happy with how easy it was to file the claim on line. When I recieved my phone, it worked for about a week. I called and the service rep was very helpful. The phone worked again for about another week. I called back and again the service rep was very helpful. My phone was replaced. The Asurion customer services techs are extremely polite and try to be helpful. I am very happy with asurion

i think Asurion is great, I've already made several claims with them, and everytime they were bold, and quick to replace my damaged, or lost phone...

Thank god for Asurion.

I cant believe all the negative comments. Complaining about monthly costs and deductibles. Dont be angry about 100-200 dollars to get a phone that you cannot get without paying retail which is easily $400- $600 Like the S3 in my case. Crazy how most people dont get what a phone actually costs. All they know is what it cost them with the subsidized discount/ contract price. Assurion has never done me or my family wrong...

I just got off the phone with them and spoke with two very delightful customer service people. The wait was minimal and they were both very helpful. HOWEVER, the 800 number listed for them on the Verizon Wireless letter was incorrect -- and got me two days of dialing and getting a busy signal. I was immediately successful using 1-888-881-2622.