Asurion Customer Service Issues

I recently submitted a claim regarding my iPhone's cracked screen. The technician who attempted to replace the screen yesterday disabled my phone instead. He assured me a new phone would arrive today, but it has not. I urgently need a functioning phone. Kindly provide an update on the status of my replacement device. Thank you. - Mark Fitzpatrick

Yesterday, I accidentally dropped my husband's Acer laptop, causing the screen to break. I need to have it repaired and checked to ensure it still functions properly. We bought the laptop and insurance via Amazon in the United States but we are currently living in Mexico for nine months. How can I send the laptop for repair? Are there any potential issues with customs when it is sent back to us? - Rose Parella

On December 16, I engaged in a chat session with a Verizon representative who recommended adding the Verizon Protect Home service for Wi-Fi optimization, offering two visits yearly to address issues at home. However, when I attempted to schedule an appointment today due to Wi-Fi problems, Verizon informed me that in-home services are currently unavailable due to Covid restrictions. This renders the service useless to me. Despite verifying that all other aspects of my system are functioning properly, I faced challenges with the billing department. My contract (#[redacted], enrolled on 12/14/20, Re ID-P057392) for the service apparently belongs to Asurion, not within Verizon's system, as two representatives confirmed after extensive phone calls lasting over 4 hours today. The final representative was impolite, abruptly transferring me to Asurion (despite my failed attempts with different numbers) before disconnecting. I am feeling extremely frustrated and upset as I have made no progress in canceling the service.

Subject: Issue with Asurion Protection Plan Claim Hello, I have submitted multiple claims for my TV's protection under my Asurion plan. The latest claim, #[redacted], was denied by Humacao Repairs stating that damages caused by humidity are not covered. However, the initial assessment by M.A.K.E Technologies, the first company assigned by Asurion, stated otherwise. According to the contract, humidity damage is included in the Asurion Exchange Protection Plan. I would appreciate immediate attention to address this discrepancy. Best regards, Carlos A. Lopez

Claim# [redacted] - Apple All-in-One PC Dear Asurion Service Department, In advance of sending my computer for repair, I made sure via phone that prior to any deletion/formatting/removal of the hard drive, I would be contacted first. This was crucial as the computer was unable to boot up and I couldn't back up essential files and photos. I clearly requested these instructions be followed on my claim form. Sadly, my hard drive was replaced without any prior communication, leaving me without important data. I urgently request the return of my hard drive. Please locate it and ship it back to me promptly. For updates on the return process, kindly contact me at [redacted]. Thank you.

I brought my HP Spectre laptop to have the data recovered and repaired under warranty with HP. After some delay, HP arranged for YouBreakIFix to assist. The laptop wouldn't charge or turn on. Eventually, HP sent a new laptop, and YouBreakIFix attempted to transfer the data to it. However, they now say they can't retrieve the data from the old laptop. I need to send both laptops to Asurion for help in transferring the files. I urgently need to return the broken laptop to HP. This situation is extremely pressing, as I need my laptop for daily use, and the lack of communication from the store has caused considerable frustration. I am also in touch with Asurion regarding this issue. Your assistance in resolving this matter promptly would be greatly appreciated. Thank you. - SH

I recently needed to replace my Sprint phone with the number [redacted]. I'm concerned about returning my old phone. My phone got damaged while I was performing CPR on a patient. It fell out of my pocket, hit the metal edge of the ER stretcher, and landed in a puddle of blood. To prevent any biohazard risk, I believe it's important to inform you before returning the phone. I'm unsure about the policies you have in place for employee safety.

I am experiencing issues with Asurion in filing my claim for Lyle Jackson's Claim #[redacted]48. The online process was hindered by their identity verification not accepting US passport cards which are valid government IDs. This prevented me from proceeding with the claim. Even after uploading my driver's license the claim submission failed with no communication from Asurion regarding my replacement device. It has been two weeks since filing the claim and I urgently need the replacement for my backup device. Any advice on how to resolve this quickly would be appreciated. Thank you.

I initiated my claim for a stolen phone on December 18 and have paid the $[redacted] deductible. However, I have not yet received the replacement phone. Despite trying to track the package via the provided link from the email, UPS could not locate it. After further investigation, I discovered that FedEx delivered the package on December 29 at 2:11 PM, but I never received it. Asurion has been unhelpful, not even knowing the shipping carrier. I am frustrated with their service and demand a refund. This issue has impacted my son's parole situation as his officer couldn't reach him due to the missing phone. I am eager to speak to a representative about this matter.

My dryer stopped working on December 21st, and I filed a complaint. Service wasn't scheduled until the 28th, and the part was ordered. However, the repair wasn't scheduled until December 25th, even though the part arrived on January 6th. The service technician gave me his personal number and initially mentioned coming on the 7th or 8th, then delayed it to Monday the 11th. On Monday morning, he texted that it wouldn't be until the 12th. After contacting Asurion and A&E Appliance, they both informed me it wouldn't be fixed until the 25th. I found bad reviews about this company, including a former employee's comment about their focus on making money from service calls rather than fixing appliances. Dealing with this company has been very problematic, and I won't purchase another appliance warranty through Home Depot considering their lack of resolution. It appears their pattern is to make an initial visit, order parts, and fail to complete repairs.

On Sunday, the 10th, a technician came to my house to fix my broken screen. After taking it to repair, he returned mentioning that he accidentally broke the new screen and advised me to contact Asurion for a replacement phone. Despite it not being my fault, I've faced troubles with at least 4 calls being disconnected and confusion regarding paying an additional $29 using my debit card. The service timeline went from promised same-day to a three-day wait, receiving a black phone instead of the white one I had. The device number is [redacted]. Being a loyal customer since [redacted], I can't help but feel neglected. Verizon redirected me to Asurion since it was their service visit.

I recently had a technician come to my house on Sunday, the 10th, to fix my broken screen. He returned the phone and mentioned that the new screen was broken, asking me to contact Verizon for a replacement. Despite the incident not being my fault, I encountered difficulties during the process. I made multiple calls, faced disconnections, and had to pay an additional $29 using my debit card. This situation has caused inconvenience as I was expecting a same-day or next-day service, but received a black phone instead of the white one I originally had. The device number is [redacted]. I have been a customer since [redacted] and am concerned about the level of customer care. Verizon's response directed me to Asurion for the issue. I hope for a resolution, including a refund of the $29 paid for the screen repair and the additional $29 for the new phone. It feels challenging to switch insurance providers due to Asurion's widespread coverage, leading to a sense of being constrained in my choices.

I am seeking assistance with the repair of my phone. The claim ID is [redacted]64. I was contacted by the company regarding my phone and I returned it for repair, receiving a loaner phone. Despite calling multiple times, I am unable to obtain a 6-10 digit pin as the account is under my daughter's name, and she is unaware of the pin. I am trying to understand the status of my phone, as I realize the deductible was not paid from my account. I believed the payment had been deducted previously, only to find the balance unavailable. I am prepared to cover the deductible now. The only update I have is on Jan 12 at 2:59 pm when something was sent to FedEx. I am eager to retrieve my phone and address any outstanding issues.

I submitted a claim about my Samsung Note 20+ under the new service period, but encountered issues providing my identification. Initially, I lacked the physical card but had proof of a replacement being mailed. Upon receiving it, I promptly sent the photo to the same claim number but did not receive any updates. When I tried to follow up by phone, a new claim was initiated without referencing the initial one, resulting in a $[redacted] deductible. I am puzzled by this situation and seek assistance to resolve it promptly as I rely heavily on my Samsung Note 20+ for personal and professional use.

I have been a loyal customer of various products for many years. Recently, I bought a pair of headphones through Amazon Prime along with a 3-year extended warranty. The headphones, purchased on December 18, [redacted], have stopped working after 2 years. I would like to file a refund claim similar to how it was handled for me in the past. My Asurion 3-year warranty, costing $7.99, was added to the order number [redacted]-[redacted]. Previously, I had a positive experience where a claim was easily processed over the phone by a helpful lady, leading to a full refund in just 10 days. However, the current process seems overly complicated and time-consuming. I would appreciate prompt assistance in processing my claim.

I submitted claim ID # [redacted]98 recently for a replacement phone, but the new device is defective. I'm receiving emails prompting me to send in my old phone. However, accessing Asurion's customer service site only offers a "call in" option. How am I supposed to do that without a working phone? I need assistance with my replacement device and find it disappointing that there's no chat or email support available. Given the investment in my policy and the deductible for the replacement, I expect better customer service. It's frustrating not to have easy ways to resolve these issues online. Ryan

My phone was stolen and I filed a report with the police. I visited the Sprint store, and they helped file the report. After calling Asurion, the first representative assured me a new phone would be sent the next day. Unfortunately, I got disconnected and when I called back, another representative was unable to locate my information and said I needed to send in some documents. Despite spending 2 hours speaking to several representatives, they all said the same thing. The following day, when I inquired about the adjustment department, I was told they couldn't find the paperwork. I appreciate any assistance with this matter. My name is Janet 'Morgan', and my stolen phone number is [redacted]. Since I recently acquired the phone, I would prefer a new phone instead of a refurbished one. It would be convenient if I could pick it up from the store.

On 2/16/[redacted], I submitted a claim for my Samsung S10's side buttons not functioning correctly. After two calls that day, I received a claim number and an email confirming a replacement would be sent. However, on 2/19/[redacted], I discovered there was no record of my claim and was informed that mentioning the buttons getting "stuck" was considered damage. I was told the claim should have been made before 1/16/[redacted] to avoid additional charges. Now, I am being asked to pay $[redacted] for a replacement. Despite having insurance, I believe it should cover more than just cracked screens. I even inquired about repair instead of a full replacement since my phone is functional aside from the button issue. Having spoken with a total of 4 representatives, I feel frustrated as I expected better coverage from my insurance.

I've been a customer of Asurion since [redacted]. My account was on hold from September [redacted] to June [redacted]. When they reactivated it, my insurance was dropped, but it has been reinstated correctly now. I recently filed a claim, but the deductible is showing as $[redacted]. It should be lower since I have not replaced my device yet. I've paid for insurance for a full year and reinstated it in June [redacted] after returning from Afghanistan. I never authorized the insurance to be dropped, as it was only meant to be on hold. I've been paying for insurance for a total of 19 months. Can you please review the notes to see why I am being charged the full deductible? Thank you.

I submitted an insurance claim to Asurion on February 26, [redacted]. They approved my claim on the same day. After providing my mailing address and credit card details, I paid the $[redacted] deductible for a Samsung S20 Ultra 5G on Asurion's website. Despite their assurance that the phone would arrive by March 2, it's now March 2 and I haven't received it. I contacted customer service on March 1, and they reaffirmed it would arrive today. My concern is that I start a new work-from-home job next Monday that requires a functioning cell phone. The website states my device has been shipped but lacks a tracking number, asking me to check back in 24 hours. They mentioned shipping via UPS. I'm worried about losing an opportunity over a delayed delivery. I hope Asurion can ensure their promised delivery date is met given the expense of my monthly phone insurance.