Asurion Review

Nice employees, I'll give them that. They are the only reason I would be willing to give them a single star. Which is a shame, because good customer service is golden. But BE CAREFUL when you replace your phone with this company, because your one hundred dollar replacement phone might just stop working after owning it for a couple of months. But don't worry, they'll send you a new one. But they might also send you your broken one because you have ONE crack on the back of the phone, which didn't cause any problems to begin with, and charge you over SEVEN HUNDRED DOLLARS for the new phone. But that was my bad. I should have made an insurance claim with them, even though that's what I thought I was doing. Oops. Attached is the crack that has now set me back seven hundred dollars. Nice job Asurion. Thanks for the seven hundred dollar paper weight. I will use it wisely.

Quick service, cheaper than I expected. They even upgraded the phone replaced because of issues with the previous phone!

Been on hold with customer service for 30 min now waiting to speak to a supervisor because last call I was on hold for 20 min and was transfered to someone who had no clue what was going on. Abigail doesn't know how to do her job and neither does Erica. How do you not employ a supervisor? I'm so confused as to why such a reputable company like Samsung would use a company as sub par as this THIS IS FOR A FAULTY REPLACEMENT PHONE THEY SENT ME

Did what I expected
Thanks

Very simple. Once the proper paperwork was faxed, the replacement phone was received within 2 days!

Was very displeased at how the operator handled this situation. Kept on saying to me i "you" did not understand that i "cannot grasp" what he is saying. I called some months before and wondering why as of now the deductible has changed from 16$ to 89$ and he could not explain other than the replacement was for a new phone not because of a cracked screen. Mind you i am a network professional so telling someone they "you do not know""you""you cannot grasp what i am saying" is not under the list of professional responses that are taught Herber.

Fast reliable service in receiving a new phone, since my old one went into the lake....

These guys were on it. Holiday on Monday, Shipped on Tuesday, can Wednesday morning early!

Yesterday, my smartphone battery died, and now it won't stay charged. Not a problem I thought, since I have insurance. However, I didn't know how poorly handled the insurance process would be.

After 2+ hours on the phone, transferred to 7 different customer service reps + 1 supervisor, I was told that the phone would not be replaced within the guaranteed 24 hours, and instead, they would send a check within 5-10 business days.

Since I had to file this claim on Friday, the supervisor informed me that the check might arrive next Friday or the following Monday after that.

Asurion, the year is 2020. Sending a check in the mail that will take more than a week in baffling (and outright embarrassing). Most people can get shipping in 1-2 days at the click of a button. Or even better, did you know you can send money remotely? Paypal, Venmo, Square, Zella, the list goes on. You are a massive corporation with 19,000+ employees, and with all those people you still can't figure out how to expedite a check? Please, let me be of assistance to you. Here are some of the services you could have used to provide me a replacement check in the original time frame you promised:

USPS Priority Mail Express - Overnight Mail
UPS Next Day Air Saver - Overnight Mail
FedEx Standard Overnight - Overnight Mail

The best part about those options I offered you, they are ALL cheaper than the "sorry for the inconvenience" gift card of $50 you emailing me (which by the way "will take 2-3 business days". How does an email take 2-3 business days?!) I would have much rather you NOT given me the card, and put that $50 towards sending the check in a timely manner!

I am thankful to not have any major health issues, so I can go into the store and buy a new phone during these awful COVID/quarantine times. I feel for all the elderly you are forcing to go out in public to buy their replacement phones. You should be ashamed of yourselves. With all the money, manpower, and technology at your disposal, I am dumbfounded that your organization can't uphold their original promise. I will find an alternative mobile insurance provider every time going forward. If your team would like help on how to send a check overnight, please feel free to reach out so I can walk you through that process. Thank you.

Easy to use & they took care of the problem right away!

Fantastic service!!!! Amazing promptness!!! My phone was stolen this past Friday morning. I put in my for My replacement on Asurion website and receive my phone the next day! INCREDIBLE! Thank you!!!!

Great Service, my phone came really quick and works great!

Did everything online... Quick and very responsive. Thank you.

Customer service has very long hold times and switched to 3 people before getting help. Otherwise, phone replacement arrive when I was told it would in 2 business days.

Not jazzed by the on-line chat, that is not helpful, but processing a claim went fine.

Asurion sent my phone overnight and I was back up and running with my new phone the next day. I am very grateful that I had the insurance protection since I only had my phone 5 months when it was lost on the ski slope. It would have cost me over $1,000 to finish paying off my phone and purchase another.

They are on point when you need them the most. Without a device you're dead in the water, they pull no stops to get me back in the game. Ive broke phones, lost phones, and had phones stolen. All it takes is five minutes on the website and a replacement shows up the very next day. My last claim didn't get filed until 9pm and the replacement device made it to me by noon. I don't ever know how that's possible. Keep up the great work guys!

Very good customer service and timely replacement of phones.

Broke my phone on a Saturday called Asurion and they got my phone to me on Monday, customer service was very nice and helpful, it's not the first time I've used them and everytime has been great.

Great job! Very pleased with the service! Thank you!

Thank you - filed my claim on a Monday, had a replacement Tuesday late afternoon. Fabulous service. Replacement cost was a fraction of the cost of a new phone same model. Was happy to pay it.

They came through without a hitch. I recieved my phone the next day and its was a simple process.

When my phone was damaged and stopped working, I filed a claim with Asurion. Initially there was a mix up with the shipping address on Asurion's behalf, however, they quickly accepted responsibility for the mix up. To make up for the confusion they gave me an upgraded phone at no additional cost.

Simple, direct, FAST. These guys did me a great service and worth the insurance I pay for via Verizon! :D

Ordered my replacement phone at 845 PM Friday and my new one was at my house Saturday before noon

The process was painless! Quick and easy and my son had his phone within 24 hours!

Customer service made it clear that they were there to help and make the process of getting a new phone as fast and painless as possible. I was very impressed with how smooth the process was. I now know that Asurion has my back!

They worked hard to get my phone replace!
Thank you for quick response.

Service was quick, people were awesome ... Dropped a star because I felt paying $149 deductible was a bit steep

Asurion provides the most convenient and cost effective phone replacement insurance available. Their web claim process is easy and quick. They get you back on the air promptly with minimal red tape.

Quick and easy.

Thanks!

For the second time they sent me a phone that didn't work so I have to coordinate getting another sent. They also didn't have the model phone that I originally had insured so I had to get an older model instead. Besides all that, the deductibles from the insurance are usually higher than it would be to replace or fix the phone with out the insurance. I don't see any reason to continue using them.

Received replacement phone the day after reporting broken Galaxy 8.
Service could not have been better!

Cracked Screen in Afternoon....Received Phone Next day!.....Awesome!!

Filing the claim was easy by using the website. The new phone arrived the next day. I was backn in service within minutes after setting up the new phone. Will definitely keep Asurion for all my devices.

All of the employees were helpful and professional.

Great customer service and they had my replacement device quickly.

Very fast service, lost my phone Saturday night, was back in service by Wednesday morning.

When I made the claim about my son's phone being cracked and saw that my replacement device would be sent soon after, I personally thought I had done something wrong. I was expecting to be told to send it in or take it somewhere locally for repairs. I got the device a few days later, and was able to send the broken one back. I also was kept informed through the entire process about the new one having been shipped, Asurion receiving the broken one, etc. The transaction and communication was very smooth, prompt, and clear. Thank you Asurion for making this claim one of the easiest things I have had to do in replacing a phone. I will definitely refer people to you for their devices.

Filing a claim through the Asurion website, was fast and easy to use. It was a quick 3-step process. I only needed to answer 3 questions and I received a quote on the spot. Once I completed the questionnaire, my claim was processed right away and I received the phone within 2 days. I was very pleased with how easy and quickly it was processed. Thank you guys!

Had replacement phone in my mailbox within 24hrs after filing a claim. Great service!

It took 5 calls to get a replacement phone sent. Each time I call there is very distracting background noise. It took 4 times reading my street address to get it right because of the loud background at the call center. The first replacement phone they sent didn't work, the second one has a faulty battery, I just called about the faulty battery and was told to call back in 2 hours after the computer system has been updated. The phones they are sending me say "refurbished by Asurion" on the back; they need to work on both customer service and quality control on the products there are sending.

Your written instructions were somewhat confusing because you expect your customers have a certain background level of knowledge. I am 75 and don't necessarily have the required background level of knowledge. However your people were very helpful once I found out how to contact a 'live' person. It took a while to figure out how to contact a 'live' person. I suggest you do a better instructing how one can readily contact a 'live' person.

Replacement arrived next day and return shipment was easy. Sorry we had to use the coverage but very glad we had Asurion.

Very happy with the service and results. No lose of service between devices. 15 days to return old device allows you to make sure that everything is transferred or uploaded as needed. It is a reasonable insurance policy for our expensive devices.

Claim process as great. Had new phone within 24 hours. Very happy with your services.

DO NOT WASTE YOUR MONEY!!!!
This company has an excuse for EVERYTHING!!! Youll need a scanner, pen and paper, patience, and acceptance of their refusal.

I had a simple screen repair fix. 5+ calls later this was the result.. the screen repair program they offer conveniently isn't available in my area (odd that it wouldn't be in the capital of California...). SO i proceed to attempt to get a phone replacement and its conveniently on backorder so they can not provide one!!

You will literally be throwing your money away using this company.

The BEST service! The gentleman I talked to knew exactly what to do and it took only a fewminutes to complete my claim for a lost cellphone! I didn't really believe I would get my new/replacement phone the next day like they said but I did! It arrived to my small town, in the middle of nowhere, the very next day!!

As always you guys come through every time. It's amazing how late I may call and still get the phone delivered the next day. How do you do that? Outstanding service and great support. Thanks

The replacement phone they sent me was malfunctioning on day 1. Currently attempting the third attempt to send in the paperwork so I can return the phone but it keeps not being accepted.

This company is really getting on my nerves. I was told by their agent Myrah that I will be receiving an iphone 7 120 GB to replace my phone and after paying $250.00, they changed their answer to "oh nothing is available and you have to wait 7-10 business days. I am literally about to file for a reimbursement because this company is lying through their own teeth. I will be patient but don't lie to me and have me wait for weeks waiting for a phone that's not even going to come.

The instructions were easy to follow and the replacement phone arrived promptly. They also made returning the old phone super easy. Glad we have it.

Sent them my Keylab49 keyboard bought from Guitar Center because of one busted key that was extending up. They literally sent me back the keyboard supposedly had been fixed but it was sent back THE SAME WAY! I start playing on the keyboard about a week or so after getting and boom same exact key pounces right back up. At this point I'm out of the warranty time was what they told me and didn't resolve the issue. Such a crappy job they "completed" and horrible way to treat a customer.

Excellent service. Website could probably use a stronger server, as it froze 2x. (-1) Beyond that the phone was delivered next day, at no extra charge and I ordered it at 8pm the night before.

Process was confusing and stressful, but at the end of the day, they replaced my phone for a reasonable deductible, so I'm happy.

Easily filed claim, quick response, working phone....the service is worth the price.

This is great to have this insurance. They sent out our knew phone within 24 hours.

Great Service Recieved my Phone the next day Thank You

I am very grateful that I had insurance protection from Asurion.great services!

They replace your phone with one that has been refurbished with cheap parts. My replacement S8 had cheap glass and not Gorilla Glass. The screen and touch pad on first replacement broke from a 2 ft drop. After Asurion charging me another deductible of $200 and 3 weeks later, the glass on my second replacement broke from being in my pocket and me slightly sitting on it. This is a far cry from the original with Gorilla glass that I had "abused" for 18 months before finally giving in. I feel like I was forced to buy a replica phone for $200 that they are building out of the core of the phones that they make you send in. Is there another insurance company that I can use that actually sends you proper phones or sends money to get new one that is properly made?

Great customer service and support! Highly recommend having ausiron.

My phone was damaged beyond repair and it is my lifeline to reach my kids and the lady who watches them (one child has seizures). Asurion had my replacement, at my home, by the next night. No charge for the next day delivery. They were great on the phone also.

Way too expensive for an insurance deductible on the replacement phone. Otherwise they were responsive and fast.

I Shattered my iPad pro and got a new one the next day. They didnt have my model in store so they gave me the iPad Pro 2 with more than twice as much memory! Not even a week later my daughter shattered my cell phone, for only 29.99 the glass was replaced by a local store in my town the very next day. It only took an hour!

Quick
Easy instructions
Priority Shipping
They give you 15 days to send back your original device (which is more than enough time)
They also replace your accessories that are damaged (earphones, clip, charger, etc.)

I have used Asurion in the past on multiple occasions and the current site and entire process was simple. Instructions were easy to follow! Well done!

Was very happy with the service we got and it was so easy to return or get replacement stuff..

An easy exchange of a damaged phone with a replacement! Will continue to use!!!

Great customer service and tech support!! Very fast delivery of my replacement device! I would definitely recommend to anyone.

Quick and easy! I had my new phone the next day! Great service and assistance in setting up my new phone! Thank you!