Asurion Customer Service Issues

I submitted a claim on 3/1 for a replacement and got an email saying it would arrive between 5-7pm the same day. After contacting Asurion customer service, they promised delivery by 3/2 at 7pm. However, I have yet to receive it and after another call, I was informed of shipping delays with no clear timeline. I am frustrated by the inaccurate notifications and poor transparency. This experience has left me dissatisfied and contemplating cancelling my service in the future. I will not be recommending this service to my loved ones.

On February 27th, I initiated a claim expecting delivery by March 1st, but I was later informed by FedEx on March 1st that the package was empty. After contacting you on March 2nd, I was provided with the claims department number. Despite spending extensive time on the phone on March 3rd, I was transferred between departments without a resolution. Finally, a representative assured me a new phone would be sent, with an email to confirm my details on March 4th and the phone arriving by March 5th. Disappointingly, on March 5th, I only received an email with a link to the empty package. Following up, I was informed on March 6th that the phone would arrive, but it did not. Although I was alerted that my phone was almost ready to ship on March 7th, it's now March 12th, 15 days since the claim, and FedEx has no delivery scheduled despite my urgent need for the phone for work.

I submitted a claim to WarrenTech about a month ago for various furniture items, and the process has been dragging on. Despite my efforts to communicate with them, it seems like they are struggling to understand that I want the items removed from my house promptly. Every time I call, the information provided is inconsistent, with some policies dating back 4 or 5 years. The communication process involves emailing a confusing address, causing delays due to misspellings. The excuse of delays due to the pandemic adds frustration, as they take longer than the promised 3 business days to respond. The repetitive questions in their emails only serve to irritate rather than assist. It appears they are scrambling to piece together information like the purchase price and transaction date, indicating a lack of proper record-keeping. Dealing with Asurion has been just as challenging, as reaching an agent has proven difficult due to various reasons. WarrenTech's handling of the situation seems suspicious, especially when they request critical details like receipts and prices from customers. The discrepancy in the coverage periods for different items also raises doubts about their practices.

I am a Straight Talk customer named Tamela Christian with phone number [redacted]. On 3/23/[redacted], Asurian debited $[redacted].00 from my Chime checking/debit account without my authorization. Despite contacting various [redacted] numbers and being placed on hold for multiple hours, I have not received any explanation about this unauthorized charge. With a background in banking and insurance, I am aware that there should be a record linking my bank account to the claim made. I am requesting a refund of my money and will be filing a police report for fraudulent activity. Thank you, Tamela Christian.

Hello, I opened a claim for a 128GB iPhone XS Max under phone number [redacted]. I attempted to pay my deductible today, March 31st, [redacted], as instructed, but was informed that there was no record of my claim. This situation has been incredibly inconvenient, especially given the company's promise of "NO HASSLE, NO QUESTION REPLACEMENTS." I have been unable to speak with a representative to resolve this issue, and it's impacting my work productivity as I heavily rely on my phone. It has been more than a month since this problem started, and I urgently need it to be resolved. I made the payment on time, and I expect prompt service in return. Timeliness is crucial, as late service results in financial losses for me. Please address this matter promptly. Thank you for your attention to this issue.

I am trying to reach someone who can help me. Last Wednesday, I was told that my broken phone would be overnighted back to me via FedEx, but it is now the following Monday afternoon and I have not received it. Customer service says there are no notes from my previous conversation regarding this issue. I was advised to have them check notes in both places, but the representative I talked to today seemed unaware of the situation. The customer service experience with Asurion has been extremely frustrating. When I inquired about speaking to a supervisor, I was informed that there are no supervisors or higher-ups, which seems very unusual to me. I believe there should always be a chain of command in place.

I recently received an email from Asurion regarding my claim, asking me to contact them at a given phone number. As my phone has been stolen, I am unable to make phone calls and require assistance online. After calling Asurion customer service due to my account being locked when my stolen phone could not be put on Lost Mode, I was assured the issue was resolved. However, upon attempting to log in later, I found my account was now under review. This process has been extremely inconvenient and complex. I kindly request a prompt review of my account so I can proceed with paying the $[redacted] to replace my phone. Thank you.

I submitted a claim to Asurion on March 15, [redacted], for a faulty desktop computer. I got a prepaid UPS label around March 16th but couldn't print it due to the computer issue. After contacting Asurion tech support regarding my concern about personal data, I was advised to have a computer technician erase the hard drive completely. Despite several attempts, no data was found. Meanwhile, I bought a new computer and returned the faulty one to Asurion in Greenwood, TN, on April 8th using the label. Asurion received the device on April 13th. After not hearing from Asurion, I reached out to customer service on April 22nd and was informed that an e-gift card was sent to me on April 8th. Despite being told the issue would be resolved in 48-72 hours, I received no email. Subsequent chats with customer service agents on April 27th, April 29th, and May 3rd yielded similar promises, but no email was received. Even though Asurion contacted me previously through email, including the label and requests to rate their service, I never received the e-gift card. I wish for Asurion to honor their statement of sending me the e-gift card and resolve the situation promptly.

I have described the situation before, and I am seeking to have my iPad Pro repaired or replaced. I have been paying $25 per month for whole-home insurance through Verizon and Asurion since November [redacted] to have assistance during these situations. If they refund my deductible, I also expect a reimbursement of the $[redacted] ($25 x 20 months = $[redacted]) I paid for this service. I also want my device returned to me. In another instance, they were unable to send anyone to inspect our plasma TV promptly, for which I paid an $89 deductible upfront. We have not received a refund for the $89 yet, even though the lack of service providers in our area was not our fault. Despite these issues, we are loyal customers.

I need assistance with a claim I filed on Saturday, June 19th for a replacement phone due to damage. Despite being told initially that the claim was approved, there have been numerous issues. After being informed on Monday that the claim was not processed completely, I was advised to expedite the process by paying off the phone balance at an AT&T store. Unfortunately, the store was closed when I tried to go on Monday. Following a call to Asurion on Tuesday, I was notified that my claim had been cancelled, leaving me without a resolution. Despite multiple calls to Asurion and being placed on hold for extended periods, I have yet to receive a clear answer or a replacement phone. The latest update states there may be an issue finding a replacement device. The ongoing delays and lack of communication have left me frustrated and disappointed with the service provided.

In November or December [redacted], my son purchased a Samsung tablet for me with an extended warranty. I contacted Asurion, and they advised me to reach out to Samsung since the device was still under the manufacturer's warranty. After several attempts, I finally spoke to Samsung, who requested I send the tablet in for repair, which could take up to 7-10 business days. I am frustrated because I have both a Samsung warranty needing me to send it in for repair and an extended warranty starting after the manufacturer's warranty expires. As a 72-year-old living in a senior center without transportation, it is challenging for me to return the tablet through UPS. Now, I accidentally dropped the tablet this morning, and I am unsure if this damage is covered. I have all the necessary information from my son's purchase. I am feeling overwhelmed after making numerous calls for assistance. Your help would be greatly appreciated. Thank you for any assistance you can provide.

On June 13th, I submitted a claim for my phone which was then received on June 18th and repaired by June 23rd. However, despite the payment being successfully processed after providing my details again, I keep receiving emails stating otherwise. Each time I call to rectify this, I'm initially informed that the payment failed, then reassured upon clarification that it actually went through. I am continuously assured my phone will be returned within 2-3 days with a tracking number to be emailed to me. Despite several days passing since the 25th, I'm stuck in this loop. As of now, on July 1st, I am still receiving the same reassurances without any progress or tracking number. Despite requesting escalation, I have been informed that there is no further escalation available.

I am having trouble filing a claim on your website. After entering my number and Verizon pin, I am redirected to a page that suggests trying something else. Clicking on "continue claim or start a new one" leads me to another page asking, "How can we help?" I am only able to select "something else" and then clicking continue does not load a new page. As my phone is broken and I am unable to call for help, could someone else, like my mother who is also on my phone bill, file the claim for me with Asurion? I own a Google Pixel 4 and need a replacement urgently for work. Please contact me via email at [redacted]

I bought a warranty for my ring at ** Club, and I am having trouble reaching Asurion for repair services. Like another user, I am facing the same problem. I purchased a *-year warranty from Asurion for my wife's wedding ring at Sam's Club in ****. I need it serviced and want to know how to file a claim since Sam's Club isn't listed on the website for filing claims. I still have the packing slip from **** with the reference number: SR* [redacted], previously repaired by WLS. The email on the slip is [redacted], and the serial number for the ring is [redacted]. Can someone please help me with this issue? Thank you.

I would like to file a complaint regarding my claim number [redacted]98. I submitted a claim for a cracked screen repair and had a scheduled appointment for a technician to come to my home on Saturday, July 24, [redacted], between 9 - 11 am. However, the technician did not show up or provide any notification. After contacting ASURION, I was given conflicting information about a rescheduled time for the repair. Ultimately, the original technician cancelled the claim without even examining the phone. A new claim was initiated for Monday, July 26, [redacted], and that technician successfully repaired the phone. I find it frustrating that my time was wasted and that the Saturday technician decided not to complete the repair based on an assumption about the phone's condition. It seems unfair that I pay for insurance coverage to have this kind of experience.

I had a scheduled appointment, but the technician canceled. Now, my phone is disabled. The day after the original appointment and over an hour past the rescheduled time, the technician called to say he couldn't access the military base where I live. Despite rushing there with my newborn, the technician wasn't at the visitors center as claimed. After a frustrating wait, he stated he couldn't assist me because my phone was disabled. This issue only arose due to the missed original appointment. The technician, Michael Shaw, was extremely rude, refused to provide his supervisor's contact information, and threatened to wipe my phone clean. I am profoundly disappointed with this company and will be seeking help from Apple Care instead. The behavior of the technician and the overall service standards of your company need serious reevaluation.

On Tuesday, 7/27, a technician visited our office to repair the screen. Unfortunately, the phone did not sync with the new screen, and we were instructed to contact Asurion for assistance. After receiving approval from Asurion to order a new phone at no cost, I promptly placed the order. Despite being assured of the phone's arrival within two business days, it never showed up. I called again on Tuesday, 8/3, to reorder the phone, but to my surprise, Asurion had no record of the previous order and charged me $[redacted], contrary to the initial agreement of a no-cost replacement. I am seeking a refund for the replacement cost as the technician was unable to sync the phone and had arranged a free replacement through Asurion. The discrepancy between the initial confirmation of no charges and the subsequent charge is concerning.

I purchased a phone using the funds provided, aiming for an equal exchange since the LG Wing was no longer available. However, I am dissatisfied with the replacement phone I bought. The store I visited is reluctant to offer a refund. Originally, I was told I could use the refund to purchase a new phone and make monthly payments as I did with my LG Wing. Verizon states that my LG Wing is fully paid off, with a small remaining balance from the new phone purchase. This was not the agreement made, and I seek to speak with a customer service agent promptly.

My service with AT&T has been disconnected due to being charged a $[redacted] deductible twice. Two weeks ago, I spoke to a rep at Asurion about this issue, and she assured me she would credit the $[redacted]. Despite paying my bill without the deductible, AT&T now says I must pay that amount and a $40 reactivation fee for both phones to restore service. I am currently unable to use my phone to contact support or potential employers. I am seeking help to resolve this matter as it is causing me considerable stress while I focus on finding a job.

My Verizon replacement phone, which was scheduled for in-person delivery on 8/24/21, was pending. Unfortunately, my device was stolen, leaving me with no way to receive the verification code needed for tracking the delivery. I am currently only able to communicate via chat or email as my stolen phone was my primary means of communication. My name is Dena Davis/Daniel Dockham, and I can be reached at [redacted] Napa Valley Drive, unit #[redacted], Little Rock, AR [redacted], or through my email at [redacted] My claim number is #[redacted]10, and the $[redacted] deductible was paid on 8/23/21. I am eagerly awaiting the delivery of my replacement phone. Thank you.