Top critical review
1.0 out of 5 starsFind a better insurance provider.
Reviewed in the United States on September 27, 2023
I can't even describe the frustration with this company.
My daughter dropped her phone and broke the screen. We reached out to submit a claim, they started a claim, said that they would overnight me a shipping label. I never received a shipping label after 2 or 3 days so I reached back out, they said that something had gotten messed up and that we would be getting shipping label within 6 days. I had already paid the $10.50 to use my asurion protection plan. I guess this pays for shipping or something. Something I didn't realize when I bought the plan. But okay, I paid $10.50.
I submitted my claim originally on the 18th of september. On the 22nd of September I reached back out because of the issue with not receiving the shipping label. It is now the 27th of September, and I have still not received a shipping label have received no updates on my claim, I'm still have a broken cell phone with no way to have it repaired.
I got on the phone with them today, and they said due to an error in their system, they refunded my $10.50, and canceled my claim. So now I have to go through the entire process again. On a device that should have already been fixed and being sent back to me. So not only does my daughter have to go without the phone that she uses as part of her homeschooling, to do all of her online academy, but I am restarting the entire claim today after waiting 9 days. I am not a hard to please Amazon customer. If you go back through my reviews you will find that most of my reviews are very complimentary unless I really hate something.
I would never recommend this company to anyone. And I will never purchase another asurion protection plan again. I have had to have phones replaced through the Allstate protection plans before, and I have never had an issue. I will be going with Allstate from now on.
What a rip off.
Update!
It is now October 18th. I still had not heard from the company, as to whether or not they received the cell phone that we shipped back on October 2nd. So today I reached out to the company to find out what was going on with my daughter's cell phone. After a few minute wait, the person got back on the phone with me to tell me that they lost her cell phone. The shipping envelope that they sent me shipped her cell phone to the wrong department and they have no clue where it is. So now they are going to reimburse me 156 which is what I paid for the phone a year ago. I am also out the cost of the insurance plan. For a phone that was perfectly fine except for a cracked screen. That could have been replaced in 15 minutes by my 16-year-old son, but I decided not to do that because it would avoided my warranty. Would have cost me $30 to replace the screen. I will never again buy an asurion plan. I have never had worse customer service. The phone that I purchased for $156 is now $189, same exact phone refurbished. Plus I would have to buy another warranty plan with a different company. when I tell you to run from this company! I literally mean run from this company. Worst experience ever!
Update. It is now November 16th. I still have not received a replacement phone, and the check that they told me they were sending in the mail that would be here in 10 business days still has not arrived. I reached out to the company again today. Customer service person apologize profusely and said she didn't know what could have happened. That the check should have been mailed. That it'll take them 1 to 3 business days to get back to me. And that I should expect to receive the check within 15 business days.
I finally purchased my daughter a new cell phone out of pocket. I don't know if I'll ever get my money back on this service plan. And I can tell you 100%. I will never, never, by another asurion plan again. For anything. This is by far the worst insurance company I have ever worked with in my entire life. Sadly, my son broke his phone, and it was insured through asurion. I will not be attempting to get a replacement phone or to use my asurion plan. It is not worth it. It's more frustration for me and I have to pay them for the frustration. Because on top of having to purchase the asurion plan you have to pay $10.50 fee. So I will be paying a $10.50 fee so they can screw around for the next 3 months and I end up with nothing. I will just purchase him a phone out of pocket too.
Updating again.
Is now December 5th. I still have not received my check, still have not received my repaired phone. Never received a follow-up from the company. Reached out to them again today. Again they profusely apologized, and said that they will be having a supervisor call me today. I won't be holding my breath, as I'd like to make it till Christmas. Like I said in my original portion of this review. Never again will I purchase an asurion plan. That being said, I did decide to go ahead and attempt to have my son's phone repaired. Started that process today, December 5th. Pay the $10.50 fee, on top of having purchased the plan, let's see if they actually follow through with fixing his phone, or repeat all of the garbage that I've dealt with taking care of my daughter's phone.