Asurion has a rating of 4.6 stars from 10,724 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Asurion most frequently mention customer service, new phone, and next day. Asurion ranks 2nd among Tech Support sites.
Proactively asks for customer feedback
This company responds to reviews on average within 2 days
Dropped my phone. No visible damage, but audio started to fail. Qualified for replacement at AT&T store. They started me with asurion. Online process simple. Phone arrived next day. Data transfer took longer. Only complaint, deductible cost ($275), but much cheaper than new phone.
Lost a phone, stop by the closest store so I could call or have them help me get the process started. Nope, manager could not dial 1-800 outgoing call, and then the online, asks to send a link to the phone. Someone has disconnect there, and totally forgot people can loose phones and what happens if the screen is so damaged you can't see it. Totally stupid! Drive home and call, now the representative 1st tells me it will be there that evening. Sweet, I wait, I wait, then check email that the delivery will not happen and they canceled my claim. Called back, filled another claim. Remember cannot do this online. They explained it had to come from a warehouse and would come next day, nope. Wrong again, came the day after.
I brought my HP PC into Ausrion to have the battery repalced. They insisted they needed the password in order to do the repair. I would not give it to them but did allow them to replace the battery whcih took two weeks. Piece of crap service. The replacement battery would only charge to 51%. So I brought the PC into Best Buy. BestBuy was able to to open BIOS with out providing password. Asuion wanted password to my PC which had way too much financial information on it. Best Buy created a new user account and completely repaired my PC. Asurion was a complete and total rip off!
I dropped my iPhone on concrete at my son's baseball game and it caused my screen to crack through my screen protector. I was able to make my claim through AT&T and bring my phone in. I got there at 10am and my phone was fixed by 12:15. Quick service and my screen looks brand new
I recently thought about canceling insurance on our phones as we haven't had to use it for many years. My wife's phone was stolen and asurion helped us through the replacement process. Very nice people!
My husband pays for insurance on our verizon phones. My screen had cracks and scratches on it so they came out and replaced my screen for $29. Well the next day I woke up and it had deep scratches spreading over the screen. I go to a Verizon store to have a new yempered glass protector on it and the man tells me I should. Contact asurion. So I did and after speaking with 3 different people and telling them I shouldn't have to pay again they tell me they put on a case that had no problems and that they can't do anything about it and the warrants is only if something happens to the phone inside. So within 24 hours my screen got cracked again. Absolutely horrible.
My chat on line was easy and the person on the chat, Rhealyn, was patient and so helpful. I was concerned as most would be, of how trustworthy this company would be. My every expectation was reached, and I will continue to buy these protection plans.
Contacted tech support to open an incident request. Tech assessed the issue and listened to what I (customer) had performed to help troubleshoot the issue.
Glad the call center agent listened to what I had already performed to isolate the issue.
Technician arrived as scheduled with the right part and quickly resolve the issue.
Thank you team!
I broke my phone getting out of the car this morning at work. Before it was time for me to get off, my screen was replaced. Technician arrived and was done in less than 15 minutes. Thank you Charlie
I am a SUPER clumsy person and had to get a replacement phone as a result. Asurion made filing the claim super easy and then, I got it, and wasn't sure how to activate the new Sim card at home. I used the chat support and Ian, the rep I got, had my phone activated in just a few minutes. I know that's not super challenging, but he sent images when he needed a number for the SIM and explained what he was doing. Ian was the best customer service experience I've had in quite a while.
I am being misled over and over you file a claim online and it states its under review, you check back and and there is no claim so you enter all of the information again and it states you need to call. When you call they advise you its under review "check back on line for status" You check back and there's no claim. It's a complete runaround. To get anything done you have to be persistent. You have to have a thick skin and listen to the lies. It's so punative and unprofessional.
1)Be prepared for long, long waits on hold. 2)Be prepared to repeat your information endlessly. 3)Be prepared for endless affidavits. 4)Be prepared for Assurion transferring your call back to AT@T. 5)Be prepared to lose several hours of your time
Tip for consumers:
Use somebody else
Products used:
None
Hello. We are definitely sorry for all the delays. We have captured your feedback to be able to improve in our areas of opportunity! We appreciate your feedback. -Rue
I called in to schedule an insurance repair with my phone. The agent walked me through the process over the phone. I was able to setup the repair. I took my phone into the repair center at AT&T. The ProTech repair technician did the intake process upon my arrival. My phone was repaired in less than 45 minutes.
It was fast and very satisfying service the tech was very professional
I contacted Asurion about an issue I had with a Heating Pad. They took care of my needs IMMEDIATELY with no hassles. Great company and great customer service. HIGHLY recommend them.
We were able to easily get our phone into the repair store due to a cracked IPhone screen and repair was completed to my satisfaction within an hour. Thank you very much to Asurion.
It was very relaxing left my phone to get the screen replaced and with in half an hour I received a text that it was ready to be picked up. Thank you.
I attempted to do a setup on my new iPad. It quickly became apparent I was in over my head. Saw the I I I saw Asurion icon on the bottom of the screen. I started with a chat but it quickly became apparent I had a team. They verified what I was trying to do and gave calm, easy to understand direction. I could not do the data transfer iPad to iPad. Tech Coach Denise suggested a couple more pad to pad transfers that I could not do. We did a manual with iCloud data. She stayed with me during the transfer and when it was done we did some verifications to make sure it was a good data transfer. Never did I think with her quiet confidence that my iPad wouldn't be set up. They are awesome solo or in a team.
Very disappointed by the customer service and Jeff fine services officer of ceo with not honoring my claim and not helping out a paying customer with her first experience with asurion insurance and first claim ever I will be canceling my insurance not only do this companys employees give u wrong information and then tell u they can't do anything to help with the situation they and then they accuse u or fraud I have never dealt with a service with such poor customer service in my life!'
Tip for consumers:
Horrible customer service
Products used:
None canceling insurance
Hello, Alethea. We are sincerely sorry to hear your experience has not been the best with us. Please allow us to assist you. Contact us directly to assist with your claim. -Rue
I had to replace my phone due to a cracked screen. Asurion made the process simple and easy.
First Option, decide to schedule a date (4 days) to meet a tech fix my old phone screen for $29.
Or
Second Option, receive a NEW phone within 24 hrs for $75.
This was a no brainer. The new phone!
Set-up was fairly easy after using online support with Cesar.
One needs to know by using your SIM card from your old device does NOT omit the need to TRANSFER information from the old phone to the new phone.
This is still a necessary step.
I bought a two-year extended warranty on a laptop I bought from Staples. One of my kids absolutely destroys electronics and I suspected this would be no exception. Indeed, they managed to break open the case and destroy the screen, keyboard and touchpad in a year and a half. I contacted Asurion and they fixed everything, no muss no fuss. From the time I shipped the laptop to them to the time I had it back fully repaired was less than a week.
My only complaint is that the intake process for the claim was messier and more time-consuming that it should have been. But once the claim was properly initiated, everything was great.
Great job
Fast easy repair
Technician was very nice and respectful
I scheduled a repair with asurion to fix my screen. I paid an upfront fee of $29.00. My appointment was anywhere from 3-5pm for a tech to arrive at my house. I've been home all day and left specific instructions for them to call me 10 minutes before they arrive so I can make sure my dogs are put up. Not to mention they're supposed to call 30 minutes before they are on their way anyways. After 5 I decided to check the track my tech app and it said that my repair was complete however a tech never showed up. I called them and they told me he showed up at 4:51pm and I wasn't home. Not once did my dogs go crazy, did I hear/see a vehicle, or did I get a knock on the door. They told me I would need to reschedule for another day.
Asurion is a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances. Protect your device.
Hello. We are completely sorry for the experience you encountered when attempting to repair your device. We have captured your feedback. If you have any questions, please contact us directly. -Rue