Amazon.com: Customer reviews: Asurion Mobile Subscription Plan, 900-999.99

They would get a zero star rating if that was possible

Reviewed in the United States on August 25, 2022

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

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.

33 people found this helpful

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Jefrog29

Don't waste your money!!!

Reviewed in the United States on December 18, 2021

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

This is a waste of money! You purchase a phone then add the insurance, I got an IPhone 11 pro max, screen broke, thinking I should go through insurance I filed a claim that cost me $200 for them to tell me they have to take my phone! Not fix it. And the email said it would be 1-3 days and I would get a gift card for what I paid for the phone. Meaning I'd be without a phone, I can't be without a phone so I had to buy a cheap phone and add a line to my metro plan and sent my phone off. I wrote the company prior to sending my phone asking to refund the claim because I'd rather pay to fix my screen and they denied the request. So I sent my phone out. They said it was up to the claim specialist when I'd get my refund. Should be 3 business days. I expressed that I work off my phone and have children is there a way to expedite the refund so I can order the new phone and the representative just continued to say 3 business days min* if I don't have a refund by then I'm going to flit out. And going from apple to Android since it was a cheaper temporary phone has my life turned upside down* between what the claim cost and insurance over time, you aren't getting back what you paid for the phone. I paid $1000 for the phone, paid for the protection plan, paid $200 to file the claim, for them to hopefully get me a gift card for $1000 that I have to use on Amazon again*** SCAM!!!!

11 people found this helpful

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Ericamp

Terrible Service

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.

One person found this helpful

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Mike

This Service Is Slow

Reviewed in the United States on August 16, 2022

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

First off, sending my device in was difficult, the drop-down menus wouldn't let me select everything it showed, I had to contact customer service to get my claim started. After that I thought it was going to be smooth sailing, I sent my device off and now it's been over 2 weeks with no communication from Asurion, no replacement, and no money. The only updates I can get is when I chat with customer service myself. And the update I got was that my device was at the facility, and I would be issued an amazon gift card for the phones price within five business days. Well, it's been seven business days and they won't even send me an update, not to mention my replacement. This is a horrible service, do not buy, it's a complete scam. I bought the plan, had a 150-dollar fee attached to send my phone in, and I have nothing to show for it besides my work getting angry with me since they cannot contact me, which really sucks because I'm on call 24/7 for the military. DO NOT BUY!

5 people found this helpful

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Albert Dominguez

Worst service ever...totally regret it.

Reviewed in the United States on May 13, 2022

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

Asurion is terrible. The customer service agents are not helpful, because they deal with so many warranty plans they have no clue what is covered. So you will Then they want to charge the max amount in advance of doing anything. Then they may not replace the phone, they just send you a reimbursement of cost. Not worth all the hassle and time required to insure the phone. going through your carrier may be the better option.

One person found this helpful

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Gregory W Boese

Terrible insurance!

Reviewed in the United States on July 2, 2022

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

Filing a claim is an absolute joke. Do not buy this insurance. I accidentally cracked my screen. Was told either see local technician or mail in for repair. Also was told no loaner phone would be given during repair. I'm fine with paying a deductible for a new/refurbished phone. But to be told no loaner phone and maybe have to wait 3 business days for repair with no phone is totally unacceptable nowadays! Stay away from this insurance

5 people found this helpful

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Boyd

Think I purchased the wrong thing

Reviewed in the United States on July 4, 2022

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

I assumed this would cover lost items. I have always had a plan that covers damage and loss. Give you a feeing of security...which is what "insurance" should do. Im not sure if there was another option and I clicked on the wrong link..Anyway, that is the reason fornthe low score. I have used Asurion for other item, no issie with the company...just not what I thought I was getting....or need for peace of mind....

2 people found this helpful

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Ervinski

dont even think of getting this

Reviewed in the United States on May 15, 2023

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

with plan it costs $160 to replace screen! and all the fine print on exceptions etc whaat a joke i loved amazon till i got this warranty now i hate thyem and doubt i can get a refunnd

3 people found this helpful

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Aubri W.

SCAM - Reported to Amazon

Reviewed in the United States on June 19, 2023

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

I have reported this to Amazon, It really is a scam. DO NOT BUY. The website and phone number are all fake, Paid for 11 months and will be receiving nothing from Asurion.

3 people found this helpful

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A. J.

Absolute garbage "insurance"

Reviewed in the United States on February 28, 2022

Plan Option: 2bd0d39a-14a2-44de-9fad-8dd270aee7ebVerified Purchase

Does not actually pay to repair anything. They will take your phone, and send you a gift card later for it, all the while leaving you completely stranded as to mobile use.

2 people found this helpful

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