Top critical review
1.0 out of 5 starsHidden fees, don't waste your money
Reviewed in the United States on June 17, 2023
Paid $70 for a phone protection plan then they charged an extra $40 "processing fee" to fix the cracked screen - would have been cheaper to pay for the screen replacement outright. Their repair center didn't have the parts and told us we would have to wait a week to get them. Then they suggested we just call Asurion and tell them they don't have the parts and just to replace the phone. (not sure why we needed to do that rather than the "Asurion repair center") After a very long wait on hold they said they were waiting for the repair center to approve the replacement but couldn't get them to answer the phone - all while I was waiting in the lobby of the repair center. Finally they tell us that after the repair center updates something they'll contact us to send a check. I immediately receive an email that says our phone has been repaired and now has a 12 month warranty on the screen (that was not replaced) and the guy at the counter takes the phone away and says he needs to keep it. (with our data and SIM card) Of course this was unacceptable so I took the phone back and backed up the data, removed the SIM card amidst much protest from the repair center. In the end we were forced to surrender a working phone with a simple crack in the screen and replace the entire phone with a brand new one with no assurance that we would be reimbursed (and still have not been). Furthermore it will take several days for a new phone to get here and my daughter will be without her phone which she uses to coordinate rides for school activities. Several hours of frustration plus several hours finding a suitable replacement (her model no longer available new, trying to find an affordable replacement that works on our network was not easy - if you've bought a phone on Amazon you know what I mean - there are a lot of phones that don't work on US networks or only work on certain carriers. All of this frustration could easily have been avoided but the process through Asurion was terrible. I do not recommend them.