Asurion adventures in failing to deliver.
You know, I REALLY hate writing reviews of poor performance like this, but with a recent 'encounter' with a phone replacement, Asurion fell all over themselves to make this one of the worsts customer experiences ever.
A little over 3 weeks ago I was involved in a bicycling accident and in the process, my cellphone squirted out of my Otterbox Commuter case being held in a phone mount, and the screen was smashed.
After the dust settled and we returned to the house with my new fancy boot for my broken leg, I filed a claim to start the process of getting my phone replaced/repaired.
I filed the report on the Asurion site, and was advised my case would begin and something to the effect of "many cases are resolved within 24-48 hours". Great.
I got an email stating my case was opened and I would be charged $159.00 for a replacement and should expect a gift card sent to me through Amazon so I can order a replacement plan. It wasn't ideal, since I really didnt want to order throug Amazon. I could order it through Samsung direct, using my military discount for $150 less.
MY fault for not looking into the insurance coverage prior to signing on the dotted line.
3 days later, I hadnt heard anything and contacted their customer service dept and was informed my phone was selected for a "special inspection" and it would take up to 6 days (not calendar days I later found out, business days) to clear inspection. I let them know I wasnt pleased by the delay and why is the consumer being inconvenienced by their internal processes. They have the ability to claw back the money if something is mis-represented or not provided as promised. Sigh, I waited.
6 days later, I find it's business days, stretching over a weekend. I'm waiting again.
I contact them again and was assured the phone was through inspection and my refund would be issued within 24-72 hours. Where did 72 hours come from?! Previous conversations and the Asurion website set the expectation of 24-28.
I'm waiting again.
3 days later I contact them again and ask where the gift card is. I'm informed there is no record of my phone having passed inspection, and now they can't find it. I ask for a supervisor and I'm deflected, until I continue asking questions and getting very irritated by the refusal of the agent.
.
Finally after some persistence, I am put in touch with a supervisor. Dana is very empathetic, and after a long conversation, I Send her the chat sessions, since I had captured them. The details surrounding the shipment and the dates sent and the received. She is going to look into it. However it's now friday and their depot department isnt staffed on weekends, so I'll have to wait until monday.
No one has the ability to issue a check or the gift card except one department who is also out for the weekend.
Monday arrives, nothing. I'm exchanging emails with Dana, who said it's being reviewed and could take 5 days before they complete their review and issue the gift card.
Now, I'm done. I resigned myself to the fact this is going to take forever to resolve. I've been 3 weeks without a phone. ( I did activate an old Apple 6s I had lying in a drawer with a bad battery so I at least could meet my employment obilgations).
2 days later, I received notice the case was being reviewed, followed shortly by a notice it was approved and a gift card to be issued within the next 24-48 hours. lol. I received it a couple of hours later.
I fail to understand why I didnt received a gift card or a replacement phone overnight. I had been paying for a subscription (through Amazon) since I had purchased the phone without fail. Any other company I had dealt with in phone replacement over the last 20ish years always performed advanced replacements or instructions where to send/deliver it for repair.
Like many of us, I am a "power user", I use it for personal use, I need it for corporate responsibilites, it's with me all the time. Better than the 2 I used to carry. I cannot be without a phone.
All I received was delay followed by delay and empty promises, mis-direction and false information all along the way.
What did I pay the subsrciption for, much less the $159.00 for the aggravation of having to find work arounds for corporate requirements, activating and then reactivating phones with my carrier?
Your money and confidence would be better spent with another carrier. Don't just not accept Asurion for your insurance company, run away and find a more reputable company who puts their customers first. There is no excuse for the treatment and the level of care my replacement received. I know I'm not alone.
I do thank Dana, my "Asurion Ambassador" for her help and continued communication through the end of the process, but it shouldn't have come to the point where she had to be involved.
She received my ire, I was respectful, but firm. She was about the only bright light throughout the process.
I have zero confidence in Asurion for any insurance policy. I certainly wouldnt want to attempt it again.
Just a forwarning in case you're thinking about signing up with them. But hey, what's 3 weeks to get a replacement. [sarcasm]
I also posted this on their FB page, it was taken down a couple of hours later. They obviously are not big on open, honest can transparent communication.
More items to explore
Page 1 of 1 Start overPage 1 of 1
Climate Pledge FriendlyProducts with trusted sustainability certification(s). Learn morePRODUCT CERTIFICATION (1)
EPEAT products are assessed against criteria including energy use and have a reduced sustainability impact across their lifecycle.
Climate Pledge FriendlyProducts with trusted sustainability certification(s). Learn morePRODUCT CERTIFICATION (1)
Pre-owned Certified: Electronics products are inspected, cleaned and (if applicable) repaired to excellent functional standards. Buying Pre-owned extends a product's life, reducing e-waste and raw material extraction.
Climate Pledge FriendlyProducts with trusted sustainability certification(s). Learn morePRODUCT CERTIFICATION (1)
Pre-owned Certified: Electronics products are inspected, cleaned and (if applicable) repaired to excellent functional standards. Buying Pre-owned extends a product's life, reducing e-waste and raw material extraction.
Climate Pledge FriendlyProducts with trusted sustainability certification(s). Learn morePRODUCT CERTIFICATION (1)
Pre-owned Certified: Electronics products are inspected, cleaned and (if applicable) repaired to excellent functional standards. Buying Pre-owned extends a product's life, reducing e-waste and raw material extraction.
From the manufacturer
Reviews with images
Terrible Service
Asurion never calls the customer and keeps on giving the run around to provide the services. They will send a link to download the proof of purchase but the link is dead then second option is to send the documentation requested via e-mail but it says it will take longer then they will say that it is missing information but we will not know unless you call them back so it is nightmare to get the cell phone fixed or replaced if needed since we do not yet! the phone has the screen broken and has limited usage so I decided to call Amazon form their partnership with such insurance company that burns any future deals in the Amazon product offer.
Top reviews from the United States
There was a problem filtering reviews right now. Please try again later.
Reviewed in the United States on August 25, 2022
Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase
Reviewed in the United States on December 18, 2021
Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase
Reviewed in the United States on October 19, 2023
Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase
Asurion never calls the customer and keeps on giving the run around to provide the services. They will send a link to download the proof of purchase but the link is dead then second option is to send the documentation requested via e-mail but it says it will take longer then they will say that it is missing information but we will not know unless you call them back so it is nightmare to get the cell phone fixed or replaced if needed since we do not yet! the phone has the screen broken and has limited usage so I decided to call Amazon form their partnership with such insurance company that burns any future deals in the Amazon product offer.
Images in this review
Reviewed in the United States on August 16, 2022
Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase
Reviewed in the United States on May 13, 2022
Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase
Reviewed in the United States on July 2, 2022
Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase
