I was emailed the claim number for the replacement phone waiting to be shipped and told to call Asurion ***-***-**** which doesn't allow me to communicate with anyone.
GetHuman828962's customer service issue with Asurion from June 2018
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Top Tip from another customer
Calling exactly when they open at 8am is probably your best shot at reducing your wait time
The issue in GetHuman828962's own words
I called ***-***-****, emailed, tried to communicate at websites. I asked multiple times at store and they assured me the phone replacement is coming. I text the store rep. I go into the store often for more ideas. ... Joshua and Lori Wallace put in a claim ******* for Samsung Note * and called AT&T when phone stopped working (boot loop). The screen lit up white with AT&T logo and would not open any other screens. There was no other damage. The phone line was on Account ************ since ****(and previously on family plan and since ****'s) with phone line * *******-****. On ******* we continued the claim at AT&T Mobility store at **** Colt Plaza Drive **, West Valley City Utah. We met with Marco Jara, Retail Sales Consultant who put through the claim and gave us a copy of our signed sworn Affidavit & Proof of Loss Statement. Early ******* Lori talked with a kind woman at Asurion who said a Galaxy S* was being shipped and to look for emails. An email was received to finish responding and processing additional information. We switched to Prepaid at AT&T by mistake making communication difficult through any automated system. According to Marco Jara, his supervisor and store*at&t rep became involved. They say the claim is ready to ship Joshua's replacement phone, but first we must contact Asurion. Please help. The automated system doesn't recognize us. Joshua has been without a phone since *******
My son is getting ready to hunt for work after college graduation without a working smartphone.
I am spending time at the store during working hours for all involved to try and communicate and ask what other information Asurion wants me to complete for the order.
I have been a customer for longer than I can remember with family and since **** having my own *-line plan for my son and myself and we have always had Asurion. We paid *-** dollars a month every month for * years. This averages about $** per month for each line. ($****??)
Asked multiple ATT reps on the phone to connect me to Asurion. They say there is too long of a hold to wait in que. One att rep called me back to help me and asked me to hold, then transferred me to Asurion automated system where I had been multiple times before and again no human. As soon as I enter our phone line number, the the automated system says the number is not recognized in the system and the call disconnects with no options to speak with anyone.
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It is not fixed yet* no phone has yet been sent
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