Asurion

Called and had rep try to sell me unwanted insurance for about 10 min but did not tell me that they would not replace my s pen even though it was a big part of why I needed a repair. Tech got here and said he would not replace and that I needed to send it in to have it replaced. Called asurion who said I canceled tech appointment and they told me they don't replace and had to reschedule appointment even though he had left not 15 min before that. Asurion has poor communication between its employees who are not knowledgeable about their own product. Unhelpful reps seems not to care that they were making me jump through hoops just to use the insurance that I pay for. Hated working with this company.

My freezer door handle broke. I called Asurion, who told me I needed to purchase the part myself and then turn in a receipt to get it refunded. This seemed crazy, what do I know about freezer parts, but she helped me find a parts website and she found the part. I ordered it for 154.00. The next day the company who actually installs the part said they would be bringing it and it was covered in my extended warranty, I didn't need to pay anything! I called Asurion back, and this agent told me no, the part wasn't covered and I could only be reimbursed 50%. Back to the installer who said the customer service doesn't know all the ins and outs of the warranty and I didn't need to provide anything. I tried to stop the part order, but it was too late. I can send it back, but I'm out 26.00 for shipping back and forth. If they tell you that you have to order any parts, don't do it, wait to talk to the actual repair company!

I was so frustrated that my speaker was broken and have never filed a claim for my home products. I was having trouble online so decided to chat and got an amazing chat rep named Justin. I am a nurse and try to give great service to my patients and it was an amazing feeling to get great service back from Justin. I find it to be quite a talent to let your light shine through texting but that is what he did. He made me feel comfortable in an unfamiliar process and got the job done for me. You never know how an lol or a smiley face can change the tone of the conversation. He got the job done...not just taking care of the computer work, but taking care of the CUSTOMER as well. Blessings to you Justin!

I have five phone lines and a couple of computers and TVs insured with this company. When my phone screen cracked, I spent over 3 hours and five different phone calls trying to find out how to get my screen replaced. No one gave me an answer except to say that my phone was not insured, but another phone which I do not own is insured under this number. No explanation for that and no refund. No one could help me. I repeated the same story to many "customer support" personnel. They tried to sell me a new phone. They also attempted to sell me bundled insurance for all my electronic needs. Finally, I have to go to an outside source to get my screen replaced, and pay for it.

In my case, yes. I purchased Staples Tech Support for a printer because my employer's tech support is not always responsive/able to resolve issues. It is always a gamble, but for $50, why not take a chance? I am glad that I did as Robert from Asurion was not only able to quickly resolve my issue but did it with a smile on his face. I see that Verizon is also using Asurion as its third party technical support provider. I haven't used them for any of my Verizon devices yet but after my experience today, I won't hesitate to reach out as I expect the excellent service to be repeated.

We have evolved into a lifestyle that the loss of a phone is more than that. It's a personal operating system, and that's a troubling moment when you realize it has happened. This program AT&T has evolved steps into that arena and pulls all the triggers needed to erase the problem with a desirable solution. I lost my phone, between flights, at the end of a terrific vacation. The first thing i did was to activate the insurance policy i bought with my phone. Within a day and a half my phone was fully restored, newer, and in kind with my original, and fully activated with all of my previous collection of settings and apps, as if it had never happened. What more could i ask for? Kudos to AT&T for developing the highly competent, in-store management of an impeccable relief system.

They do not honor there warranties. They lie to customers. This is why Home Depot no longer uses them for appliances.
They've been sending techs to work on my washer for 3months.they won't issue my refund check. They keep kicking the can down the road.

I started to call for repair status on my phone after 10 work days and well past the 3-5 work days promised. I spent too much time on the phone trying to get a status update and felt like I was always talking to sales trying to get me to add coverage to my home laptop/tvs/etc. They sent me a bogus tracking # of a alleged delivery that had taken two weeks prior that never happened to my address while it was still being repair because later I was sent another valid tracking #. I have been paying insurance for years and realized that it has not been worth it. Poor service for a simple cracked screen that I could have gotten it repair at a local repair store. I am cancelling both phone insurance and just save that amount to have repair on my own. I could have replaced them with all that money over the the years. Terrible service and business practice.

I purchased an appliance policy, 31 days to become effective. Call 2 months later with an appliance issue., after 3 attempts and delays on the phone I finally get someone who takes the claim info. Get a text to complete the claim only to be denied within 2 minutes. Call, refile, they send another email for me to resubmit the same info they took on the phone. Reject the form because it was not dated, even though the email that it arrived in had the date. Later another text chain that led to no where. Then two dropped calls I finally got someone on the line. Terrible!

Update: phone was replaced after this issue rather than repaired. Paid the deductible and all is now resolved. Process for reporting issues should be more specific so customers know when a full replacement is indicated.
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Filed a claim for a screen repair on a phone. In the claim I was specific that I could not make or accept calls on it and to reach me at a secondary phone number. There was a tech scheduled to come today between 9am-11am. No call no show. I called them and apparently they tried to call the broken phone. And then they said if it can't make or accept calls it can't be a screen repair, must be a phone replacement. Well then why didn't someone contact me days ago when I made the claim? I took off work for this. Oh, and while on the phone they tried selling me additional insurance on home devices.

The technician that came this time was worried about not being able to find his way out of here and about how much time it was taking and he was only allowed X amount of time to do the job and get back. He was unable to make my phone operational didn't really offer any advice or instruction on how to proceed, except to go to an AT&T store. Five days later, my phone is finally activated and everything has been transferred. The first two technicians it I've interacted with were highly competent, especially the first one. In my opinion, she went above and beyond expectations. I still highly recommend the insurance. I just hope that when you have to interact with a technician, you have a competent one show up. If my rating were just based on the first two experiences, I would give it a five star. If it were bass just solely on this experience, I'd give it a one star as a compromise. I will give it three stars.