Asurion Customer Service Issues

Hello, I recently had my screen repaired with Claim ID [redacted]62. My contact number is [redacted] with Verizon, and I own a Samsung Galaxy S8+. The screen was fine initially, but after two days, a white line appeared vertically and is flashing on and off. I suspect a faulty display. I contacted [redacted], updated my device, and checked for troubleshooting options. Since I do not have another device, I was directed to online chat. I confirmed my coverage and was advised a replacement might be necessary. Please advise on available options. Thank you.

I am disappointed with the claim process. I have reached out multiple times over the past two weeks but have not received a response as promised. Despite my situation recovering from cancer treatment, my 16-year-old son acted on my behalf without permission to select a replacement. The replacement remains unopened in its original box, and I would like to return it to have the opportunity to choose as originally offered by Asurion. Thank you for addressing this matter.

I have been a long-time customer of the AT&T family and Asurion, and I was promised customer satisfaction. Due to recovering from cancer treatment, I was unable to select a replacement for my claim, a Dell laptop, that was sent to me without my permission. My 16-year-old son decided on a replacement without my consent, and although I appreciate his intention to help, he should have waited for my input. I have contacted Asurion multiple times over the past two weeks, but despite being promised a callback, I never received one. The last response I received was unsatisfactory, and I felt like my concerns were being disregarded. I am reaching out to request that Asurion allows me to return the laptop and choose a replacement as originally offered. Thank you for addressing this matter.

I am requesting a replacement phone from Asurion with the option of setting up an automatic one-time payment for the deductible by December 5th or kindly waiving the deductible due to my circumstances as a victim of domestic violence. Having a phone is crucial for me to stay in touch with my children and follow up on job opportunities, especially since they are in a different state. If possible, I would appreciate the option to get a replacement phone from a Sprint store in San Francisco, CA, preferably one that has a corporate office and tech support like the store on Mission Street with the number [redacted]. Can Asurion authorize Sprint to provide a loaner or have the replacement sent to this specific store location? Your assistance is greatly appreciated. Thank you.

As a long-time Sprint customer, I contacted your tech support through the app on Google Play, and was redirected to your service. Your representative, Hailey, informed me that you are a third-party app not directly affiliated with Sprint. Despite providing my cell number and issue, I was told you did not have access to my Sprint information. I expressed my dissatisfaction in an email to the Sprint Corporate Office regarding the lack of assistance received. After ending the chat with Hailey, I was prompted twice to give a 5-star rating for service quality. I believe recognition should be earned through effort, and in my opinion, Hailey did not meet the standards of good customer service. Your employees should demonstrate their commitment to work before seeking praise. The current approach to customer service seems inadequate and in need of improvement. - A. L.

Asurion claim activation issues with email gift card. Hello, I am having trouble activating my Asurion claim using the email gift card sent to me. The egift card I received with the service ID number is not working. I would appreciate it if Asurion could assist me in resolving this issue. Thank you.

On November 17, [redacted], I submitted a claim for my cracked Samsung S8 screen. Unfortunately, no authorized repair shops were nearby. Consequently, I opted for a replacement phone to avoid service disruptions. I paid a $[redacted] deductible and sought an itemized receipt for reimbursement from my employer. However, the receipt wrongly lists a "leather case" instead of the device, misrepresenting my payment. Despite multiple calls, the issue persists, and the latest email duplicated the error. Urgent correction is essential for me to proceed with my employer. A nine-day delay is unreasonable. While the customer service representatives were kind, I'm running out of patience and may escalate the matter if not resolved promptly. I look forward to finalizing this claim and returning my damaged device. Regards, D.T. Claim # [redacted]35

Dear Concerned Party, I received your package yesterday morning and sent back your replacement phone using USPS late yesterday evening. I contacted Asurion on Sunday and Monday to inform them that the lost phone reported on Friday, 11/23, was found and returned on Sunday, 11/25. Kindly look out for the replacement phone I returned yesterday. I anticipate you will receive it by Wednesday or Thursday. When you have it, could you kindly remove the hold on my old phone at your earliest convenience? I am dismayed that the hold on my old phone cannot be lifted until the replacement phone is back in your hands, despite my credit card being charged. Currently, I cannot use my old phone, I have returned your replacement, and you have my payment. This situation seems unfair. The customer service representatives I spoke to were unhelpful and even hung up on me. I apologize for my frustration but dealing with individuals who do not understand my issue is distressing. No one contacted me after the call was disconnected, which is unacceptable. Please relay my regards to Kevin (Taweel) from John M. Lee if you see him. Best regards, John M. Lee

I submitted a claim for a cracked screen on my phone ending in [redacted] on 11/16/18. Simultaneously, I filed a claim for my wife’s phone ending in [redacted]. We were expecting two checks for the phones due to unavailability of repairs or replacements locally. When the checks arrived, they were damaged by a neighbor's dog except for the one for my phone. I notified Assurion on 11/20/18 about the situation, and was promised a replacement check for my wife’s phone within a week. However, I have not received it yet. I bought new phones as advised but have not been instructed on how to return the damaged ones. Despite contacting Assurion again on 11/24/18 and being promised return labels, I have not received them. I am eager to return the phones promptly but need guidance on where to send them. I hope to comply within the requested timeframe and avoid penalties.

I had a disappointing experience with the live chat customer service. My main concern is clarifying the coverage of my total mobile protection. However, the chat agent said I need to submit a claim to know what is included in the coverage. It is concerning that the company sells a product without providing clear information about what it covers. As someone who deals with warranties and insurances, I understand the importance of transparency in explaining coverage to customers. Additionally, the store manager had informed me incorrectly that my Total Mobile Protection covers any damage with a maximum $[redacted] deductible, which seems to be inaccurate. Overall, I am dissatisfied with the service I have received.

I need to file a complaint regarding the technician assigned to replace the shattered screen on my cell phone today. Despite being home with multiple witnesses, the technician never arrived or contacted us, as claimed. Assurion rescheduled the repair for 1/2/[redacted], causing inconvenience as we leave for Colorado on Christmas Day with a 15-year-old carrying a broken phone. Can't we have it fixed by 12/24/[redacted] in Littleton, Colorado, or at least earlier than 1/2/[redacted]? I want a supervisor to address this situation promptly. Assurion mistakenly marked the issue as resolved, but the phone remains broken.

On 11/30/[redacted], I sent an electronic item for warranty service. The item was received on 12/3/[redacted], and the damaged controllers were ordered by the Service Center. However, it took over a week to test the controllers as they did not require immediate installation. Despite repeated calls to inquire about the status, I was simply asked to wait for the repair to be completed. I also reached out to Asurion Customer Service without any resolution. I am frustrated with Make Technology and Asurion for lacking empathy in their customer service approach. This electronic item was intended for a child to use during Christmas, making the delay even more disappointing. I made numerous calls seeking updates as I never received any contact from Make Technology or Asurion. Improving the customer service process by showing more understanding and compassion is essential in situations like these.

I mistakenly filled out the claim form, indicating that my phone is damaged while it's actually lost. I can't return the device, as it's missing, not damaged. I've been paying monthly for insurance and already bought a refurbished phone outright, so I don't understand the additional $[redacted] charge. I believe the purpose of insurance is to cover situations like this one. Since I'm still paying for the lost device and the insurance, it doesn't make sense to have to return it. If the payments stop and I recover the phone, then I can return it. Currently, the form was completed incorrectly by a family member.

On 12/16/18, I purchased an LG Cricket Fortune 2 smartphone from a mobile store in South Philadelphia, Pennsylvania at [redacted] S. 24th Street. The salesperson was overly aggressive despite my explanation that I was a 70-year-old purchasing my first smartphone after using a free phone for 8 years. I paid $25 for setup, not realizing there were closer Cricket stores in my neighborhood. Within four days, others couldn't hear me on calls. When I contacted the salesman, he was unhelpful, insisting I needed the original box within 7 days. Frustrated, I called [redacted]-Cricket and learned about the one-year warranty I likely paid for but overlooked on the receipt. Despite the salesman's dismissive attitude, Cricket easily located my information provided during the phone registration. They requested the IMEI numbers and details to address the issue.

Hello, my name is Patty B. I previously filed a claim due to my dishwasher not distributing enough water for cleaning. The technician identified a faulty sump pump. Despite replacing the pump, the issue persists. I contacted the service and was advised to file another claim with Asurion. Can you arrange for the technician to revisit and resolve the persisting problem? I can be reached at [redacted]. Thank you, Patty B. I urgently require dishwasher repair as I have been washing dishes by hand since November.

Dear Customer Service, I am reaching out regarding my ongoing issue with my KitchenAid Professional Series oven, Model # KSGB900ESS0, Serial # R[redacted]1. I bought this appliance from Home Depot in late [redacted] along with a 4-year protection plan from Asurion. Unfortunately, the oven has malfunctioned multiple times, causing significant inconvenience, especially during the recent Thanksgiving celebration where I had to resort to using my outdoor grill to cook for my guests. Despite multiple repair attempts by All State Appliance Co, the oven continues to be non-functional. This extended downtime without a working oven has become a major concern. I am requesting your assistance in promptly resolving this matter. As a Rhode Island contractor who has renovated many kitchens, I find the recurring issues with this appliance highly unusual and unacceptable, especially given that I invested in additional protection for precisely this reason. I trust that your company can expedite the resolution of this recurrent problem. Please reach out to me to discuss potential solutions as soon as possible. Thank you for your attention to this matter. Sincerely, Linda & Guy Clermont

I am disappointed with the claim I made in October [redacted]. The replacement laptop I received in November was not what I wanted. Due to cancer treatments, I was unable to participate in the selection process. My son, attempting to help, chose a laptop without consulting me. I wish to return the unused laptop and have the opportunity to choose a replacement. Thank you for addressing this matter.

My husband and I have a contract with Verizon. Our service was suspended due to non-payment, but we still wish to continue with the service and will be paying the bill even while it's off. While we had active service, I filed a claim under our insurance for our phones and tablets. The tablet number associated with the claim is [redacted]. I was informed that the tablet in question was ready to be shipped from the warehouse, and I had the deductible prepared for processing. However, the representative mentioned that the tablet was put on hold, and I was supposed to be contacted by someone from Verizon within 24 hours. Unfortunately, I did not receive any communication via call or text. I am on social security disability, and the delay in resolving this issue has caused some financial strain. Once we receive a settlement check, I will have the extra funds to complete the claim process and get the tablet replaced. The account is under LoyAllen [redacted], and my name is Charity Holder. I have $19.00 set aside for the deductible once the process is finalized. Thank you for your assistance.

I recently bought three new Verizon wireless phones on 2/13/20. Unfortunately, the phones were stolen from my car before I could activate them. Despite paying for the devices, the Verizon store directed me to report the theft online. I tried to file a claim through Asurion, but the system showed our current phones instead of the new ones that were stolen. I am distressed about losing the new phones and the accessories. Is there a way to address this matter in person? I can be reached at [redacted]. I am counting on Asurion for assistance. Thank you, Barbara J MacIsaac.

I, Donnie Scott, submitted a screen repair claim to Asurion for two Samsung S8 phones on March 16th, providing all necessary details. I scheduled time off work for March 18th for the repair, incurring a loss of $25 per hour. Unfortunately, the technician arrived 40 minutes late and was only able to repair one phone due to a system error made by Asurion. I am frustrated as I pay a monthly insurance fee and a repair deductible. Now, I need to take more time off work, losing $25 per hour again. Who compensates me for following all the required steps in filing the claim with Asurion? Phone numbers provided: [redacted] and [redacted]. -Donnie Scott- (Date: March 18, [redacted])