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I filed a claim today for my iPhone 6S 128G which was stolen on my first day abroad and only day in Hong Kong, and I was informed that my model was backordered, and therefore rather than receiving a replacement mailed to me (actually my husband in the States) within 48 hours, there was NO date on which I could expect to receive a replacement. So, I got an Asurion rep through online chat (obvs b/c my phone was stolen, I could not call and speak to a rep) who was condescending, rude, and surly; he even ended the chat abruptly without allowing me to type "thank you" and "goodbye." I explained to the Asurion rep that the color of the iPhone was the least of my priorities and that I would happily take any color at which time he informed that no 128G iPhones were available and then ended the chat. I have been bothered all day about the rep's attitude and every condescending and rude remark or answer he made. I have also been heartsick about the loss of my phone: it is or was my lifeline containing every vital piece of information about my life, my first and only line of chronicling my month abroad through its internal camera and access to social media, and my only device I could use to communicate with anyone (I am borrowing a laptop right now). I still cannot believe when I asked if he had any suggestions on how I could go about getting a replacement to me in China that he told me to go buy a new iPhone. His tenor was such that $900 was some paltry amount, and I was overreacting about having my cell phone stolen. He thought I was "ridiculous" for asking if I could possibly get a replacement while I was here abroad and wondering if they could possibly mail it to me here (at my cost until I learned it could exceed $1000 to have it shipped here). His words were "very inaccurate and wrong' (talk about overkill and redundancy) in regards to the information I received from an AT&T rep that any authorized user of our account could procure a replacement at one of our local AT&T stores. "We make it clear and obvious" that the only way to get a replacement is through the online claims process.

I would have taken this disheartening news at face value, but his attitude niggled and ate away at me all day. It is enormously frustrating and hard to believe that no models are available--they are all backordered--and thus, I have no idea when and if a replacement will arrive. I care because my family will be joining me on Sept 9, and by any reasonable stretch of the imagination based on their promise of overnight replacement, I was thinking my family could bring me my replacement. Finally, I ran an online search on Asurion's policies and customer service/satisfaction. Much to my great chagrin, people have such a difficult time getting their devices replaced. Apparently, the "backordered" status is a standard operating tactic and not a temporary shortage situation that has arisen. The online claim is only the first of many steps one needs to take before the replacement process even begins. There is so much red tape including affidavits that Asurion itself neglects to send to its policy holders. When and if people finally get replacements, they are often not their original models but lesser models or refurbished ones.

Needless to say, it has been a tough day. To learn that Asurion will make it as difficult as possible for me to get my rightful replacement is hard enough to accept, but to have endured such unwarranted and rude treatment from one of their online reps was an added kick to my stomach. Since the inception of the first iPhone model, I have gotten a new updated model every two years, and not once have I ever broken or lost a phone yet I continue to purchase insurance. My daughter has broken several phones, and we used to be able to walk straight into the local Apple Store and walk out a half hour later with a replacement. Why has it come to this? Why are the four major cellular companies contracting with such an uncooperative and unreliable insurance company? Asurion, whose priority is to sell as many policies as possible while avoiding/neglecting as many claims as possible. I hear their annual profits have soared in the last fiscal year while consumer satisfaction has declined to shameful levels.

Will I ever recover from this experience and get a replacement?


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