I mailed my phone to this company to have my screen repaired. Per Verizon, it would take 24 hours to receive my phone back. SEVEN days later, after 4 calls to Asurion, I received my phone. My entire screen is nothing but static. My phone is now unusable. They broke a perfectly working phone and will now send me a refurbished one to replace my phone. I am charged for this pathetic service every month. I will NEVER trust this company again with any phone. All pictures, messages and memories lost due to pure incompetence.

hilvil2

Villas ,NJ

They made every effort in deterring me from filling claim. They work together with Sprint and do not facilitate on-line and or phone customer service. Plus, if you are able to claim, they will charge $200 for a replacement. Do not do business with Sprint and or purchase extended warranty with Asurion!. Worst decision made in doing business with both.

troubled

Florida

I came to AT&T from Sprint for my wireless phone service. Dropping unlimited data, calls and text to 10 Gb of data was not horrible nor was the two dollar increase for the monthly insurance on the phone. I am assuming that I was given a small booklet of fine print because not one person told me that in addition to the monthly premiums I would have to pay one hundred and ninety-nine dollars as a deductible. When I called an Asurion representative to discuss pricing and see if I could work something out on the claim for my defective device, she actually laughed. Said that the deductible could not be waived or decreased. With Sprint, if the phone was stolen or broken it would be replaced covered by insurance. I dropped the insurance coverage on my phone and have to deal with a broken phone.

MarkS0316

Willow Grove, Pa

I had an insurance policy with Asurion. When the phone was lost/ stolen I filed a claim. An agent helped me file the claim, charged my credit card $169 and said the phone would be delivered the next day. It was never delivered. The next day I spent close to 2 hours making phone calls to Asurion--- went thru every dept possible at the company only to be told there was an "issue" and "suspicious activity". When I asked what that meant they said it was confidential, they could not tell me.... HUH??? So let me get this right. I pay for insurance. I have a lost/ stolen phone which is covered under the plan. I pay $169 for a replacement that is never received They process a claim only to reject the claim 12 hours later and will not explain the reason because it is confidential. WOW! Customer Service Agents could care less about customers. Save your money

ccmom

Boston

I would not even give this company one star! Horrible customer service. Wish Verizon would not use them.

hateassurion

Arizona

I Lost my phone on 01/19/2015. This has been one of the most frustrating things I have experience in my entire adult life. I called asurion to file a claim. Did every thing I was asked to do.. I was told it would take 24-48 hours to process my claim. Today is 01/24/2015. Just got off the phone with them. I was told it would be Monday 01/26/2015 before they could give me an answer on my claim. Why LIE asurion? Just say you don't know what you are doing. 7 days to get an answer. That is totally unacceptable. But one thing I can say they are the most apologetic company I have ever seen. They are always apologizing. Over and over. I don't need your apologies. I don't need you to sell me no dreams. I don't need your excuses, about you just took over this account. Why would you take over a new account if you weren't ready to handle the claims that come in? I am in retail sales. Losing my phone and the time it has taken to get a new phone has cost me 2500.00 in lost business has of today. I need my phone. I am very disappointed in this company. After all the excuses I have gotten. I called the office of the CEO. Talked to a Mellisa maybe she can help? I will keep you inform.

WILLSTONE

USA

I allowed my daughter, to use my debit card to pay the deductible for her new phone since her existing device was damaged. She returned the damaged device to Asurion. However, because it was lost or misplaced or who even knows what at this point, my card was charged an additional $300...which then resulted in $245 of overdraft fees as I was not expecting any such charge. So thanks to the ineptitude of Asurion or the postal service...take your pick, I am out a total of $545. I have spoken to no less than a dozen Asurion customer service representatives - a misnomer if ever I heard one...there is no such thing as Asurion customer service based on my experience these past 2 weeks. Not one offered any attempt at resolution. They were, in fact, all inept and sorely lacking in people skills. They may want to revisit their training program. One, in particular, was obnoxious, condescending and just plain rude...Wes 163322. Please pass along my compliments to the Asurion training organization for their supreme failure at imbuing any of their employees with the least degree of pleasantry or true customer service skills and to the leadership of Asurion for their complete lack of integrity. I could not even get them to listen to me...much less offer up an attempt at resolution. Customer Service Not one offered any attempt at resolution. They were, in fact, all inept and sorely lacking in people skills. They may want to revisit their training program. One, in particular, was obnoxious, condescending and just plain rude...Wes 163322. Please pass along my compliments to the Asurion training organization for their supreme failure at imbuing any of their employees with the least degree of pleasantry or true customer service skills and to the leadership of Asurion for their complete lack of integrity. I could not even get them to listen to me...much less offer up an attempt at resolution. Available Plans Don't really know anything about their plans...refuse to use them.

sherry1067

USA

Ineffective - does not provide working phones. Required to pay a monthly payment and had a significant copay once phone was broken. In total, these expenses alone equaled the cost of a new or used phone online. The company sent a refurbished phone as a replacement that was NOT of equivalent let alone working value. Then they sent a second broken refurbished phone. After countless wasted hours and dollars, I have washed my hands of this horrific company.

123poorcs

USA

I'm completely dissatisfied with the policies, terms and conditions, and over all customer service. This company suspended my insurance due to the fact I claimed twice in a year. I was not notified until 9 months later when I needed to make another claim. I thought I was paying for a service that I apparently did not have. As I understand the policies, I however was not notified in a formal letter, phone call or email. When the representative rudely explained why, and the situation as to the cancellation, she simply stated that I should have read the terms and conditions. Not many people get out their magnifier glass to look over a 5, 10 or 15 page booklet to read the terms. Something as such a limit to how many times you can claim in a year should be a verbal explanation the first time you claim. I have to say this is one of the worst companies with equally disturbing customer service representatives. It unfortunate big companies, cover their wrong doings by using the legality of the "terms and conditions" equally disturbing is how pages and pages of headache forming fine print are expected to be read by the customer. The CS reps should inform customers on how many claims they can make in a year. Its two claims, why is that so difficult to reiterate to customers, especially when most of us are already panicking over a damaged phone.

Roxybella

USA

I would not recommend Asurion based on my recent experience with my iPhone. I cracked my iPhone 5 color black and Asurion could only offer me an iPhone 5 C in white or blue. I have a black phone for a reason with work and they refuse to make whole. Further they want to give me the plastic version of my phone. What a disappointing experience. I've been a loyal customer since 2008 and this is how they take care if their clients.

PeterP

USA