Asurion

We have been an AT & T customer over 25 years. We recently had to have a phone replaced under their Asurion insurance plan. When purchasing than plan we asked and were assured that in the event of needed replacement we would receive a new phone. During the claim application with Asurion (insurance carrier) we received the same information(asked 3 times and we assured-we would receive a new phone). When the replacement arrived, it was a reconditioned phone. Neither Asurion nor the local At & T store would stand behind their initial claims of new phone replacement. Since AT & T and Asurion does not stand behind their statements, we will no longer purchase our phones and insurance directly from AT & T. We will be cancelling our Asurion coverage and purchasing our phone insurance elsewhere. They stated one thing to us in response to direct inquiry but executed entirely differently. Very poor service!

I had a damaged phone, it would randomly turn off in the middle of usage. I claimed it under Asurion and they sent me another phone I think the same day. I get it out of the box and could tell it was a pre-owned phone. I turned it on and the screen had lime green lines running though it, it was not usable. I had to ship this one back, get another one that was once again damaged with cracked screen. I sent it back and they sent me another refurbished phone. Luckily this one worked for just over 1 year, then it turned off one day and never turned on again. Just terrible customer service, does not get any worse.

I have nothing but bad thought's regarding Asurion. I have had several escalations request and half of them went unanswered. I have had my request open since April of 2022 for my washer and dryer and we are now in Nov 2022. They service center deem the appliances un repairable however Asurion took further no action and sent another service company using my claim allowance all to avoid a fair cash out on my appliances. My washer has gone through 7 repairs before they decided to cash out and still depreciated the 3 years I have had my unit.

I was told by Asurion customer service that my replacement phone would be delivered on Saturday. Saturday comes and goes... no phone. Now the tracking number says Tuesday. Customer Service says they have no control. Most phones are over nighted but not all depending on where you live. I live in a major metro area with several UPS trucks passing my house each day. There is no excuse except my guess is the most phone are not over nighted. The company saves money by getting your phone to you via regular ground. I would never have paid the deductible of $99 if I knew the phone would take so long.

My son (age 28) is non verbal autistic. He dropped his iPad and the front screen shattered. He uses this iPad all day, every day so when it busted you can only imagine the meltdown that ensued. We used Saran Wrap to cover the front so he wouldn't cut himself. (Believe it or not it worked) anyhow, ordered his iPad replacement on Thursday night around 4:30 pm and received it the next day by 1 pm. I was shocked! That was AMAZING service. I was prepared to wait a couple days and worried how long I could handle his endless disappointment with the broken iPad. It was a huge change in routine when his 'calming' source was broken. Asurion saved the day. Thank god for the person that took the time to get our replacement to us quickly. Huge hugs to you! You made one kid and a momma extremely happy. We were blessed by whomever made that happen! You deserve a raise! Excellent customer service

I renewed my service contract with Asurion last year, August 27,2019 for my Samsung dryer purchased 2016. My renewal was never sent to home depot. When I tried to place a service call on September 9, they could not find it. Then it was found and I was told I had a service call on September 11. I waited all day no one showed. I have talked to do many, gotten the run around. No one knows what's going on and no one follows up. Received an email on September 13, was told I had a service call for today. I even double checked last night. Called to not only do I not have a service call, Cyber world just got the ticket today. This is the worst service I have gotten with my appliances.

Monday I make a claim. The phone has to be sent to a different address. I repeat the address and spell it out 3 times. On Wednesday no phone.
Thursday, just when the phone is 1 town away, it's delayed. I call FedEx and ask what's going on and they say the phone has been sent back to the shipper because the address was wrong. I call Asurion immediately after and they are closed. I call Friday morning get things cleared up. They can clearly see from their end that the address is incorrect and fix it. Again just when I think I'm on track with this, I'm told it all has to go under review. Bottom line is they can't tell me when I will get the phone.
Crappy service.

My screen has been cracked for almost 5 months and they keep ordering my screen to come fix it but then on the day of my appointment they say they don't have my screen yet, has happened 3 times. They rescheduled again in 3-5 more days so we will see if it happens again.

Stuck in the middle a claim for my iPhone however I'm stuck because there's bad customer service and bad resources such as useless links blank pages. After coming across blank pages on my online experience I called for customer service to shortly after being told "I can't do anything on my end" along with 7 attempts of the representative sending me 7 useless links to my email now I'm stuck in the process of this claim with out the help of anything kind even after reaching out. I will unlikely finish my claim with this unreliable customer service and I highly recommend to never use this service even after paying for insurance for years and using this system