Read the reviews below to see the experience other people have had when dealing with customer service from Asurion.
Poor customer service on Sunday 7/24/2016. Spoke with a young lady by the name of Shamara S. at approx. 11:15am. She was extremely rude and very unprofessional. Very poor customer service and was not empathetic to my needs. We ended the call with her "hanging up" on me. Whew....this is what customer service is all about. She should be put on probation or fire immediately due to her lack of professionalism.
because I am very frustrated and pissed with Sprint and Asurion. I have been a customer for years and I have had nothing but problems I am seriously thinking of finding another phone service. I pay over a $100 a month and to continuously have problems is ridiculous. Within the month of June I have had #3 replacement phones because every replacement phone sent was defected, not to mention that this replacement phone left side of the letters don't work and I just received this phone Tuesday 6/21. I have a $150 deductible that I had/have to pay and Sprint/Asurion can't even send me a reliable phone but is very quick to take my money when due and or terminate my services if payment isn't received not one time has Sprint/Asurion tried to accommodate me in any way possible, and I wake up today 6/24/2016 and I have no phone services, and the funny part is that my phone bill isn't late my service isn't suspended my phone is just not working. I AM PISSED TO THE MAX AND VERY FED UP WITH SPRINT/ASURION. I tried to upgrade my phone but there is a $250 down payment. This is very unacceptable and I need to be accommodated in some way. There is no reason why as a faithful and long-term customer sprint/asurion should allow this to continue. I'm sure you can look in my account and see all the replacement phones I have received this month. I thought the customers is supposed to be satisfied and happy well I am not.
Signed a very disappointed customer.
Ebony Whittier
My name is Oscar I submitted a claim for phone . I have been trying to received a refund since December 8 2015, with no success. Te whole experience has been horrible with your company. Initially you stated that the phone was not returned to you by UPS. Tracking was conducted by me and it showed you had received it on 12-8-15. i still don't have my refund 5 months later. Really bad customer service. I was also told I would recieve in a few days on 4-18-16. I still dont have it.
This company has incompetent, piss-poor employees. My son had his phone stolen a week ago, so I filed a claim. My son is out of state, and I wanted the phone shipped to his grandmother's house where he is. The "rocket scientist" on the other end said it would take take "24 hours to verify the address wasn't a parking lot" (ludicrous). 72 hours later I still had not heard anything, so I called back where I got the typical robot companies like this use to keep from having to work. The morons took payment where it took another 12 hours later to get tracking information, only to find out they STILL shipped it to a wrong address. Now it's an act of Congress to get these fools on the line. NIGHTMARE!!!
The is answered by a voice response system which invited the caller to listen to an "exciting offer," but doesn't give the caller any way to opt out. I think that is really poor customer service. Many, if not most, of your callers are calling to file an insurance claim. They are probably not having a good day, because some piece of equipment has failed. The best thing you could do for them would be to make it easy and quick to file a claim. After listening to the offer, I was placed on hold. The recorded message said "For faster service, go to Asurion.com" So, I hung up, and went to the web site. After filling out the preliminary information, the website told me to call REALLY! I will be advising Verizon that Asurion customer service is terrible.
I'm presently waiting for a third replacement iPhone for the original IPhone that was damaged by water. The replecement phones arrived the next day BUT, the first replacement had a bettery problem and the second phone is locking up so I'm unable to use it. I insisted on a new phone replacement after speaking with a supervisor last evening. I have been paying eleven dollars per month for insurance and one hundred sixty-nine dollars as a deductible fee. The replacement phones are shipped in a small box which is placed in a slightly larger box. Neither box had bubble wrap, newspaper or any packing to protect the phone in transit. Shame on Verizon and Asurion for such customer abuse and just plain stupidity!
I submitted a claim two days ago and finally accepted that the warranty from the company would not be honored nor would your company honor it. I accepted a phone that was supposed to be comparable. I have no idea if it was. I could not get past trying to transfer my information to the new phone. I have returned that phone in its original package and am requesting a Refund of my deductible since I had it in the mail and written notice to you within 24 hr. of acceptance of the product.
I am totally dissatisfied with your insurance and with Verizon. I have paid insurance for this phone and my previous phone. The damage was a design flaw but your company would not listen to that.
The phone I returned was not used by me, is in original package and I feel I deserve a refund of the deductible.
Thank you for your assistance.
Purchased the cell phone from Sprint, had it covered by Asurion for the entire 2 year contract and then some. Approximately 2 months after contract ended the phone overheated and stopped working. Taken to Sprint for repair, they kept the phone and gave my son (his phone and number, my account) another which within a week had electrical problems. At this point I was directed by Sprint to file a claim with Asurion, the Sprint repair shop kept the phone. Received the phone via FedEx after having to pay a $200 deductible. Within several weeks the phone was misplaced in our home during a stressful time (death in the family). So that my son would have a working phone I had Sprint change over his number to an older HTC EVO we had before buying the more expensive Samsung Galaxy S4's. When I did this I informed the Sprint person who assisted me in changing the number over that it would turn up as it wasn't "lost or stolen" just misplaced. The day I found the phone both Sprint and Asurion told me the phone ID number was added to "a list" when I temporarily transferred the phone number. Oh, also that the replacement phone they sent me (Asurion) was "their" property! Really, after my initial investment, 2 years of coverage (over $300 in insurance fees just for that phone alone) and a $200 deductible a total cost of just under a grand and now I have a brand new phone that is useless! I have been trying to get away from Sprint for an few years now due to this and another experience I had with a damaged phone over 4 years ago but the initial investment costs for a family of 4, especially with smart phones is costly. This insurance is horrible and it's as if Sprint and the insurance company are hand and hand in the deception. How does someone know to return something when Sprint did not return the phone when taken in for repair and the Asurion agent I first spoke with when claim filed said "that's alright they will see it's returned to us". The right hand doesn't know what the left is doing, or does it?
I Called Asurion, And Spoke With A Very Rude Disruptive Representative In The Claim Department. So I Stated To Jonathan That I Could Not Hear Him, If He Could Turn His Volume Up A Little. He Stated That He Was Having Problems With His Head Set, That It Was Nothing He Could Do About It. I Asked To Speak With His Supervisor, He Stated That The Supervisor Head Set Was Probably Bad Just Like His
I have been hung up on twice in one day when I asked for a supervisor or tried to register a complaint. I have been trying to validate my faxed application since 2 pm yesterday. I still have no application that is valid according to them. The initial application and its paperwork were canceled by them for no reason. The documents I sent were destroyed and have to be re faxed along with a new application. The computer asks me to cancel my current claim in order to proceed with the new application. Online help amounts to them telling me to keep sending them the requested documents over and over and waiting yet another 3 hours when either the application is rejected or the documents are destroyed by them. So I am starting over again and again.
After my husband was on the phone forever trying to get a live person, he was told he could not get his replacement phone shipped to our p.o box and only to a home address because someone needed to sign for it. We purposely had to get a p.o box because our mail was not being delivered properly too many times. But After having someone waiting at the house all day for the doorbell to ring, they discovered later on that there was a package sitting at our door & the doorbell never rang and no one was ever really needed to sign for the package! We really don't like to inconvenience people or be inconvenienced ourselves with companies who don't do what they say! Then to top it off, the phone that we were finally sent didn't even work properly and we have to go through it all over again!
debra k. simmons , i recently have a replacement phone from asurion.It does not send or recieve picture messages,ive talked to my service provider,it is not as good of a quality phone as the lg optimus extreme i had. I am now contacting the BBB to resolve this matter,.
Got a claim filed in November for my phone, Was told a replacement for the whole phone since it was destroyed would be 100$, Now that I finally actually have the money to spend on replacing it, I was told it costs 150$ to replace, with no reason as to why the price increased that much.. I couldnt open my old claim either btw, the online site said my old claim wasnt tied to that email so I had to cancel the old claim and yet after cancelling that old claim that I was told wasnt linked to said email, I just so happened to receive an email a second later saying that my old claim was freakin cancelled. Nice.
As if Verizon wasnt screwing me over enough as is.. At least the second number listed on this page got me a Rep, Who could also clearly speak english, And was helpful other than not being able to elaborate much on the price increase
I tried to call, but like others said, can't get a live person. I do not understand why I have to pay a deductible on a phone replacement. We have 2 phones on our policy, we pay $8/month on EACH phone for the protection. The camera went bad in my phone last year, and it was replaced. Now, our second phone went bad (charging port) and we have to pay a $99 deductible. Why on earth do I pay on each phone, if the first time the second phone goes, we are charged? Does that then mean if I would have carried coverage on just my phone, we could still make a claim on the second phone? I would understand if it was the same phone that was replaced last year, but it's not!
Your Company sent me a replacement phone. When we opened the box there was NO INSTRUCTIONS OR SIM CARD with the phone. This means that I now have wait another 3 days to get a sim card to activate my phone. It states on your card in the box there will be INSTRUCTIONS to follow. Also Straight Talk says you were supposed to send a sim card with the phone. I am very dissatisfied with your service that now cost me more time to activate my phone.
