Asurion has a rating of 4.6 stars from 10,734 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.
Sprint/T-mobile will NOT honor your extended warranty in person. They send you to Asurion... 90 mins on the phone with 5 people on various continents. 5 conflicting messages: just go repair your phone locally. No, don't. No, you can't. Send it to us, but we charge $275 since we have no repair site near you, etc. On and on. Finally I get a loaner phone but the phone they sent isn't connected to sprint network. I call for tech support and am immediately transferred to... Apple? They have nothing to do with it, so I call back... it's impenetrable and I fully expect to have to pay a huge deductible on top of wasted money. Horrible, awful company.
Tip for consumers:
do NOT use!
Products used:
insurance
So I am going thru a really difficult time and situation right now and Asurion has stepped up to the plate big time to help me get my devices replaced (phone and watch) I couldn't ask for better service from my tech coach. She went above and beyond for me and it is simply great customer service. Verizon and Asurion together make my dream team when it comes to gadgets and communication!
Terrible company - they make simple claims out to be a complicated mess to discourage you from filing. Their website is a circus and a total waste of time. DON'T waste your money or time on this thieving company.
Products used:
Home Plus
What's the point of paying for insurance? They are so concerned about the find my iPhone off when phone is damaged and destroyed yet when you even get Verizon on the phone to confirm they don't believe you.
I always purchase the insurance but never use it, my sons $350 bat chipped in several places (and he takes very good care of it). Processing the insurance was simple (so far) and the customer service was excellent!
Yesterday I noticed a deep scratch on my phone. So I went to the Asurion website and started a claim. The next day, I brought in my Samsung Galaxy S23 Ultra phone to the Asurion repair shop, and within an hour, I got my phone back and it was like brand new. They replaced the frame, glass and battery since they came in a package from Samsung. Both Kenny and Evan were excellent and provided me with great service.
Products used:
Samsung Galaxy S23 Ultra smart phone
Phone had viruses. It was not working properly and I unknowingly send out spam. Marissa talked me through the Digital Secure steps. She cleaned the viruses. This Tom, on my wife's phone. A+ for Marissa & Digital Secure
My husband and I both have businesses and our phones are very important to us, my husbands phone broke and it took me about 3 minutes to put the claim in and the replacement phone was at our door the next day. It did not even take 24 hrs. I am so impressed with Asurion and gratetful to have had this service.
Thank you so much Asurion for prompt and easy services.
I was very much surprised how relaxed I was after talking with the person at Asurion! Usually, if i have something to ask for help somewhere else, the first response I get is "Not possible"!
Thank you, Asurion!
The entire experience from start to finish was really quick and easy. I am very impressed with the customer service, the speed of the whole process, communication during each stage, and the ease of every step.
I've tried for 4 days to submit my claim, make the payment, and receive a new phone. I've talked to 5 different agents and made 4 separate calls to figure out what the issue is in getting a new phone in my hands. The first call, I was able to get everything through, but upon delivery day, UPS claimed they attempted delivery and had the phone returned to sender that same day! I had no notification that ANY attempt was made, I was home all day. Ever since then, I've been calling to get a phone shipped, but the payment "isn't going through." I called my bank and they said they see the charge attempts and EVERY time Asurion has returned the payment. When I confronted them with this, they had no idea, and even mistakenly transferred me to the MetroPCS department. What a joke!
I'm an AT&T customer with device protection. I had filed a claim online and within minutes they had received my order. I arrived about 20 mins after and dropped off my phone at UBreakiFix. It took a little less than two hours to fix my screen and also my speaker was fixed after the glass was replaced. The employee at the location was nice and made drop off and pick up quick and easy.
Your Tech Jason was friendly, professional and efficient. He explained everything clearly. He had a long previous appointment. My appointment was 1 to 5 PM. He called and came just after 6 PM. I really appreciated that he took that trouble to come so late to avoid rescheduling me.
We purchased a replacement from them about a month ago and now the screen is coming apart from the phone it has not been dropped or anything to cause damage to the phone. When I called they were not willing to help in any way besides to have us file a new claim and get another replacement phone from them.
Tip for consumers:
Do not use their service unless you want to get ripped off
Products used:
Phone
I've been dealing with this company for over a month and I still don't have any replacement. I have my recordings where they keep telling me you have to wait 24 to 48 hours, and they kept saying that over and over. So staples can choose a better company for customers to have insurance on items we purchase.
Products used:
Backpack
I bought the Assurion protection plan. I am glad i did because we had a problem with the remote car we purchased. I was expecting them to say it wasnt covered under that warranty,,, but it indeed was. My son will be thrilled to hear this as he only used his remote car a handful of times. It was a Christmas gift for him and its all he got because of the price tag.
Super fast and easy to file a claim. Received the phone next day. There was an issue with the SIM card so I used Chat for assistance. Jessica was amazing and was able to resolve my issue in a timely manner.
I Had a cracked screen and Jayda an exceptional technician from Asurion made it so easy for me to get a screen replacement. She helped and kept me informed throughout the entire process. She was amazing. Thank you so much for taking care of me. My phone works again!
Our experience was excellent from beginning to end. They picked up our tv and it was repaired quickly. They are very knowledgeable and have great friendly communication. When they returned the tv they even set it back up for us. Would definitely recommend this company to my friends and family! Thank you for the speedy service you provided.
I sent in a phone for a cracked screen which should have been repaired for $29 and five days after sending my phone in I received an email that the phone could not be repaired. When I contacted the company they stated they did not have the screen in stock and could not repair it in a timely manner. Their solution was to send me a replacement device and I would have to pay $229. When I questioned why I would have to pay when they were unable to meet my request they put me on a hold and then came back and informed me it was because my phone had other damages. My phone worked perfectly before I sent it in with the exception of the cracked screen. THIS IS A SCAM! I wish I could give them below a 1 because I have wasted so much money on this coverage! You are better to bank the cost of the insurance and buy a new phone if something happens to your current one. Lesson learned.
I had first filled a claim for my screen. The technician said that my problem was most likely my screen, but tgat didn't fix it. So I called asurion and told the lady what was going on and she just replaced my phone. Had my phone at my door the next day.
You can't ask for better service than that.
Speaking with a live rep was very comforting. She understood my situation and handled my situation quickly and with no judgement. Same with online chat. I was to the point and very informative. I feel good knowing that Asurion team is there for me in my time of need.
My cell phone battery expanded and separated the two case halves. I worried that the battery would explode. I am aware that Li Ion batteries can ignite and start a fire. I should have used the battery saver software when the phone was new. I now use it all the time.
I am grateful for your insurance policy.
Excellent experience using the assistance of the agent in the chat option made it so easy! She was knowledgeable and help me read out my mind immediately plenty of time to get my errands done and get on with my day.
Asurion is a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances. Protect your device.
Hi Regan, I am sorry to hear your claim experience did not go well. Please know that we are here to help and want to you be encouraged to reach out if you need us for any reason. If you find you still need assistance, please feel free to let us know. You are able to contact us at https://www.asurion.com/about/contact-us/. We are here to help. -Ari