Asurion Customer Service Issues

In early July, I contacted Asurion regarding my 17-inch HP laptop. After a delay, I finally shipped it to them in their provided box. Though they promptly returned it, the repair was lacking as the DVD drive's plastic covering was still missing. Shortly after, my laptop completely stopped working. Despite seeking help from HP's "Smart Friend Service," the issue persists. Repeated attempts to contact Asurion have been unhelpful so far. Unsure of my next move, I may have dialed the wrong number or spoke to the wrong representative.

On July 25th, I submitted a claim for my old phone with a shattered screen. Three days later, I received a replacement phone which had issues with locking up, shutting down, freezing apps, and unresponsive keys. I reported this on August 5th and received a second replacement phone yesterday. Unfortunately, after setting up the second replacement, I found that during voice calls, I couldn't hear the other person, and they couldn't hear me. Despite reloading everything twice, the issue persists. Both replacement phones seem to be refurbished with underlying problems. My original phone was brand new when I bought it, and everything worked fine before the screen broke. This is the third time I have contacted you, and I hope to have this issue resolved before returning the first two phones. I would greatly appreciate a new replacement phone to avoid further inconveniences. Thank you, Loren J.

On February 22, [redacted], I bought a Philips Norelco 1150X/46 Shaver [redacted] from Amazon and also got a Canopy 2-Year Personal Care Extended Protection plan for it. Despite the razor stopping on March 13, [redacted], I didn't return it since it started working again but ultimately failed in July. I then sent it with purchase receipts in July 24, [redacted], after receiving a shipping label from your company. Following an email survey on August 13, I found no contact number on my purchase documents as instructed. Seeking assistance here, I've now bought another Philips Norelco razor and insurance from your company. Regards, Michael S. T.

I submitted a claim for my lost device on July 24, [redacted], and provided all documents by July 26 or 27. Despite receiving an email on July 30 to complete the service request, I encountered an issue with the address validation. After contacting Asurion Customer Service, I was informed that the shipping address needed 24 to 48 hours for verification. On August 1, I received another email prompting me to complete the request, only to face the same address validation problem. The customer service team reiterated the waiting period for address verification. After reaching out on Facebook on August 11, I received confirmation from the office of the CEO that everything was approved but my device was on back order. I was assured of an imminent email. Subsequently, I completed the service request, and after contacting Asurion, my payment was processed. However, on August 15, the payment was not completed due to an address verification delay. Despite the frustrations of being without a phone for nearly a month, I urge prompt resolution of this matter. Your assistance in resolving this issue promptly would be greatly appreciated. Thank you. Hopeful for a positive response soon.

I received my shipping label last week to send the phone in. I took it to UPS on August 8th, and you received it on August 10th. I got an email on Tuesday or Wednesday saying the replacement was shipped. When I asked for a tracking number, I was told the replacement was out of stock. They said it should arrive this week, but now I'm informed it will be next week. I have been given the runaround all week and will be without a phone for another week. I purchased this care plan thinking it was a good idea, but it has become inconvenient for me.

My replacement Samsung Note 5 phone, used for less than two weeks, experienced an electrical/battery issue and melted, damaging both the phone, my Otterbox Defender case, and my nightstand. The provided charger was also damaged. There were sparks and smoke, making it a terrifying experience for my family. This seems to be a known issue with Samsung phones, as I only needed a replacement due to another issue. I haven't sent back my original phone yet. Only the nightstand, phone, and case were damaged luckily. I can provide photos. How can I proceed with making a claim? Thank you, Kim M.

I filled out the claim form online, but it wasn't accepted. The issue might be due to my request to replace my previously replaced phone under warranty, as I received it recently. The phone worked well initially, then started freezing and only turning back on after multiple restarts. Sprint replaced the software, but the problem persisted. I am now seeking a free replacement under factory warranty due to the recurring issues, as I shouldn't have to pay again for a phone with clear factory defects. Please contact me if additional information is required.

I am a Cricket customer, and my phone was stolen three days after I got it. I had insurance on the phone and filed a claim with your office. I was informed that I would receive a new phone in two days. I have been calling because I am receiving conflicting information from your staff. During my last call, I was told that I have to pay $50. This is unreasonable. I would like to speak to someone in authority about this matter. It seems as though there may be an issue with the handling of my claim. I want to resolve this matter promptly without having to involve the state attorney general's office. My name is Taneesha Melvin.

I recently switched to Cricket and received my phone, which was stolen three days later. I reported it to the police and filed a claim, expecting a new phone in two days. However, I have yet to receive it. When following up with the company, they denied having my claim. After faxing the paperwork multiple times, I was informed a $50 fee is required to get the replacement phone, which should have been free for transferring to Cricket. The phone model was a Motorola priced at $39 in store. This situation seems like a mistake from an employee. Is this the standard treatment for customers who switch providers? I would like to escalate this matter to a corporate manager.

I have been dealing with a claim from your company for the past 3-4 months. Unfortunately, my phone has had continuous issues, and I have not received satisfactory customer service. Even after following your instructions and contacting Sprint for assistance, the problem persists. The phone freezes and needs to be constantly turned off and on. Since the phone provided was defective, Asurion should replace it under the factory warranty at no cost. I request a more personal approach to resolve this matter promptly. I am unable to use my phone properly, and I urge you to address this issue with a sense of urgency. Looking forward to a real person reaching out to me to resolve this prolonged inconvenience.

I had a phone stolen that I reported to Sprint on 8/28/18. It was a recently purchased iPhone 8S. I tried to file a claim online for a replacement, but had trouble uploading the required documents, so I had to fax them instead. The system is now asking for an upfront deductible of $[redacted], which used to be billed monthly. I have insurance on all the phones on my account, so I don't understand why I have to pay this deductible now. It seems unfair given the high costs we already pay for our phones. Has the company considered unforeseen situations like stolen phones? Is this the standard insurance process for all phone services, including AT&T and T-Mobile? It's frustrating to have to pay for a phone I can't use while trying to gather the $[redacted] deductible. It would make more sense to revert to the previous billing method or lower the deductibles. I contacted someone at Asurion, but they couldn't help due to system updates. It might be more convenient for customers if updates were done during off-peak hours.

I submitted a claim to DIRECTV Protection Plan Premier on August 14, [redacted] for my LG OLED 55" TV that was experiencing color issues on the screen. After sending pictures of the issue and the TV's model number to Atomic TV, Phillip from Atomic TV confirmed on August 29, [redacted] that my claim had been accepted by Assurion for a buyout. He retrieved my TV on the same day for field-scrap, accompanied by documentation. However, when I inquired about the replacement process on August 31, [redacted], Assurion had no updated information. After contacting Phillip to confirm the possession of the TV, Assurion initially stated the claim was progressing, only to later inform him that it was denied due to burn-in. This was puzzling as the claim was previously approved and sent for buyout. I spoke with manager Shelly, employee number [redacted], who advised me to address my concerns in a letter to corporate. My main concern is that I have no assurance regarding the TV's condition while in the possession of Atomic TV, and I fear potential damages if I accept it back. I seek for my original claim to be honored, and to receive a replacement TV of similar value as per the initial acceptance. My trust in the service has been shaken, and I hope for a resolution to reinstate my confidence in the protection plan I promote.

I purchased a TV at BJ's Wholesale Club just over a year ago. Unfortunately, my TV stopped working, prompting me to contact Asurion regarding my extended warranty. After reaching out, a technician was dispatched to my home to address the issue. They assured me that they could repair my TV as a part needed replacing. However, two weeks have passed without any updates or progress. Despite numerous follow-up calls, I have been met with inconsistent responses from various customer service representatives and managers. This frustrating ordeal has dragged on for over a month, leaving my TV unrepaired or replaced. I am seeking assistance with resolving this matter. Thank you. - Miguel

Order number [redacted]: I've sent my TV back three times due to the same issue - it turns on, reboots, shuts off, and then goes to a black screen within 15 minutes. Despite speaking with managers named Chris and Amanda who promised to fix the problem, it has persisted through all three returns. I provided a detailed letter with the second shipment, but Asurion is not honoring the service agreement, and Walmart says it's a total loss. The story keeps changing, and I'm left with different explanations from Asurion. The extended service contract promised a replacement or a gift card for the TV's purchase amount if it couldn't be fixed, but that hasn't been honored either. I've been waiting for months and need a resolution. My contact is [redacted]. Thank you, JoAnna McGuire, Model D50-D1, Serial LTMWTQFS[redacted].

I was informed on August 30 that I would receive an email with instructions on returning my defective power washer hose. However, I never received the email at [redacted], and it's not in my spam or trash folders. I chatted with Asurion Protection Plan about this, and they mentioned that hoses are not covered under the protection plan. They advised me to cancel the plan for a reimbursement. Kindly note that my item is still under the manufacturer's warranty until 5/13/19, and I should contact Greenworks for assistance. Despite purchasing the warranty, the manufacturer covers the first year. I'm now considering reaching out to Amazon for further clarification. Thank you for your help.

I am Brandy, and unfortunately, I am not satisfied with the customer service experience I received. My mother submitted a claim on September 4, [redacted], for a replacement of my stolen iPhone 8, last used on June 8, [redacted]. The response stating the claim was denied due to not being filed within 90 days surprised us, as we have evidence showing otherwise. This $1,[redacted] phone is still being paid for monthly, although I have been without it since June. I request a replacement to be sent to me by the end of the week. The company's response was disappointing. My mother even submitted an affidavit and a copy of her driver's license to confirm her identity, as requested by the company.

To whom it may concern, I am Shawn Smith, and I have been experiencing various issues with Asurion recently. While I understand that these things can happen, I am in need of assistance to resolve my current problems. I received a replacement device that malfunctioned, and although Asurion promptly sent me another one, it was scheduled for delivery last Saturday via FedEx but never arrived. I am concerned that the package may have been left unattended and possibly stolen. This is distressing as I put a lot of effort into saving up for the Samsung Galaxy S9+ I purchased brand new. I am not in a position of wealth, and it took me almost a year of hard work, with long hours, to afford this device. I truly hope we can find a resolution to this situation. Thank you for your attention to this matter, and I anticipate your response. Regards, Shawn Smith P.S. Device phone number: [redacted] Passcode: [redacted]

I recently filed a claim and needed to reschedule it. However, the website insisted that I cancel the original claim and submit a new one, even though I had already been charged for the initial claim. Despite trying multiple times to resubmit the claim, I encountered frustration due to unnecessary forms that were not required for the first claim. I have attempted to contact customer service without success as I could not find a phone number or email address to reach a representative. Is the $30 monthly payment I make for insurance supposed to result in no coverage for my cracked screen and a lack of customer service support? Additionally, why was I charged for a service that was not fulfilled and ended up being canceled?

I have initiated a claim with AT&T. I have been asked to provide an affidavit and ID via email. When I attempt to download the affidavit, it redirects me to phoneclaim.com, stating my device is not insured, even though AT&T assures me it is. Asurion's phone representatives confirm my coverage, but when I try to fax the forms multiple times, Asurion claims they haven't received them and instructs me to upload them online, which I can't do due to the coverage issue. I am seeking an email address to submit my forms or assistance from a reliable source to expedite my phone replacement, as it's been 4 days since the process began and I urgently need the replacement phone.

I was previously with AT&T and unfortunately lost my phone. After filing a claim with Asurion for a replacement, I received the replacement phone, which worked for only about 2 weeks. I have been attempting to contact Asurion for assistance, but they keep referring me to an AT&T Asurion number. When I call AT&T as advised, they request a current phone number that I no longer have with them. Asurion mentioned a 1-year warranty for replacement devices. Since I cannot reach AT&T without a current phone number, how can I ensure Asurion honors the warranty? The replaced phone model is a 6s Plus with the phone number [redacted].