Top critical review
1.0 out of 5 starsZero Problem Solving Skills; Asurion Chat Agent Scams (Avoiding Bad Surveys)
Reviewed in the United States on June 29, 2024
EDIT:
Finally, hear from the claims team on TUESDAY! They had no idea where the phone was or why it was not repaired. All they could offer was to restart my THIRD claim for this same phone. No other solution but to send Asurion the phone again! Thankfully I have already purchased a new phone. Useless customer service and repair department. The greatest part is I still do not receive my reimbursement until I get them back the phone again! 5 chats, 2 phone calls, and almost 3 weeks later for a cracked screen?
I have never had this many issues with their coverage before. No insurance is perfect but my current claim has been an absolute nightmare. I purchased the coverage for a mobile device. I accidentally cracked the screen and decided actually to use my mobile insurance. I was shocked as others stated that there is an additional fee for repairs/replacement above the insurance plan price. No worries because it was mentioned in their terms and conditions, so I paid it promptly. I was told by the Asurion agent that they would email me the shipping label and send a return box for the phone. A week goes by and nothing comes. I chatted back with Asurion and the agent stated they could resend the email and I could just mail the phone myself. I asked about the shipping package I was promised and the agent stated all she could do was the email. I asked the agent to remain in the chat until the email arrived since I did not receive it the first time. The agent promptly gave me her closing statement and then stopped responding. The agent curiously did not end the chat for almost 10-15 minutes. They do this because if the customer closes the chat, there's no survey. I purposely waited for the agent to close the chat to send her survey and ask for another chat agent.
This agent went above and beyond in what I thought was him resolving the issue. He could not even locate the original repair request. He offered next-day delivery of the return packaging, sent me the shipping label email immediately, and arranged for UPS to come by my home and pick up the package. I thought this was surely enough to make up for their errors before. The email came, and the return packing came, but UPS was never scheduled. But hey, who cares? I can drop it off and it's next-day air, right?
I drop the package off and two days later my mobile is returned to me with the cracked screen still. I chat with Asurion to ask what is going on with this situation. The chat agent has zero information on my mobile's location or status. His only answer is to call in tomorrow and talk to someone on the phone. I asked him to get me another agent who is willing to do research into this issue and assist me and he told me again to call tomorrow. I agree and tell him to end the chat. As before, they refuse and just sit with the chat window open. Now and then typing but not submitting into the chat. In what I assume is an effort to keep the window alive. At this point in writing, he has been with me for 35 minutes, just keeping the window open. So, I called Asurion and the phone operator told me that no one could access what was happening with my insurance plan. They do not know why the device was not repaired. They cannot offer me a refund for repairing the screen either. Also, they cannot refund my insurance payment because the option was unavailable.
I have never had this many issues with their coverage before. No insurance is perfect but my current claim has been an absolute nightmare. I purchased the coverage for a mobile device. I accidentally cracked the screen and decided actually to use my mobile insurance. I was shocked as others stated that there is an additional fee for repairs/replacement above the insurance plan price. No worries because it was mentioned in their terms and conditions, so I paid it promptly. I was told by the Asurion agent that they would email me the shipping label and send a return box for the phone. A week goes by and nothing comes. I chatted back with Asurion and the agent stated they could resend the email and I could just mail the phone myself. I asked about the shipping package I was promised and the agent stated all she could do was the email. I asked the agent to remain in the chat until the email arrived since I did not receive it the first time. The agent promptly gave me her closing statement and then stopped responding. The agent curiously did not end the chat for almost 10-15 minutes. They do this because if the customer closes the chat, there's no survey. I purposely waited for the agent to close the chat to send her survey and ask for another chat agent.
This agent went above and beyond in what I thought was him resolving the issue. He could not even locate the original repair request. He offered next-day delivery of the return packaging, sent me the shipping label email immediately, and arranged for UPS to come by my home and pick up the package. I thought this was surely enough to make up for their errors before. The email came, and the return packing came, but UPS was never scheduled. But hey, who cares? I can drop it off and it's next-day air, right?
I drop the package off and two days later my mobile is returned to me with the cracked screen still. I chat with Asurion to ask what is going on with this situation. The chat agent has zero information on my mobile's location or status. His only answer is to call in tomorrow and talk to someone on the phone. I asked him to get me another agent who is willing to do research into this issue and assist me and he told me again to call tomorrow. I agree and tell him to end the chat. As before, they refuse and just sit with the chat window open. Now and then typing but not submitting into the chat. In what I assume is an effort to keep the window alive. At this point in writing, he has been with me for 35 minutes, just keeping the window open. So, I called Asurion and the phone operator told me that no one could access what was happening with my insurance plan. They do not know why the device was not repaired. They cannot offer me a refund for repairing the screen either. Also, they cannot refund my insurance payment because the option was unavailable.
I'm now going on 3 weeks with a broken phone that has total insurance coverage, that I have submitted two separate repair tickets for and Asurion has done nothing but take my money and employ these individuals in customer service who have nothing but themselves in mind. I will be bringing this to Amazon’s customer service team to see if they will refund the insurance with all of the issues I have had documented with Asurion. I have had so many of these plans and used a few with great success. I honestly believe that this is a separate section of Asurion from the rest. They remind me more of the dealings with a cellphone carrier insurance agency. Any means to not have to uphold their insurance policies.