Asurion

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.
**********
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.

I have been a member of Home+ for a little under 2 years. In that time I have only had a few claims and each time I called or visited the locations in my area or had correspondence via online chat or emails I have done so with the most courteous and helpful staff possible. In this day of everyone leaving the personal touch in the hands of the machines, it is a blessing to deal with people of this caliber and I thank Asurion for their personnel.

Nightmare to deal with, Do not purchase any policy they claim insure on when it comes to electronics like Cell Phones. Customer Service Line is a long wait, you end up paying a large amount of money to get a replacement phone if a screen is slightly damaged or if the phone is lost. Phone was never delivered on the date it was suppose to by the company representative, no phone call was received or e-mail stating they were not going to show up only to find out the next day that they did not have the replacement phone in stock. After taking a day off from work waiting for them they stated they would only give me a $25.00 Gift Card for my troubles, after escalating to higher management they still would not refund the money and would not give a gift card back.

Not a product I'd recommend for old electronics something they should understand. Parts are hard to find or pointless to fix at their additional fees they want to charge. The whole subscription is a scam we could've bought a new system with the back forth we spent wasting on the phone with the customer service reps. Which I need to bill for causing undue stress and a bill to the store for referring this piece of crap service. How can charge an additional charge for repair which is almost the price for a new system. What was the point of the claim or monthly insurance fee a show piece for the SCAM CEO of the company to get rich off poor and Middle class people little pleasures. Any 5 star review must be a joke. They deserve 0 stars for scamming

Difficult to understand agent and had to asked him to repeat everything several times. Very hard to select a repair location. He kept trying to assign me to a location tgat I told him was too far for me. The repair technician s were not friendly or professional in my opinion. When they called back to confirm appointment they gave me a 2 hour wait time. When I arrived they gave me 3 hours and I was the very 1st customer. They need to be better with their customer service skills.

Filed a claim on December 15 and was given overnight shipping to send in the broken device, received no notice of the status at all until January 5th that they had *just* gotten the package. Made no sense whatsoever. We were told it would date 3 business days to have it repaired and returned, and almost a month later we have not gotten any update or notice on whether or not it was repaired and being sent back. I would attach an image but there is no phone because they scammed us out of it. Since we have no phone we can't collect the insurance we placed on it and replace it with a new device. We have called numerous times to figure out what was going on and also was subject to poor customer service and false claims that they could not hear us on the other end.
Over all, this service is unreliable and unprofessional. I would avoid using this service and find an alternative for phone repair and replacement.

I had to submit a claim to order a replacement device, the new device arrived in 3 days but no return envelope for my damaged device was provided, even though it says it should be part of the package.
It has been a week since I received the new device and I have already called their customer service twice to request that they email me a return label and still nothing, they claim it takes up to 24-48 hours for the email to be sent.
This is a joke, they require you to send the damaged device within 15 days after you receive the replacement or they charge you extra for not returning it. Yet they haven't even made it possible for me to actually compete this process.
Do not recommend!