Asurion Customer Service Issues

I received an LG G5 instead of my LG G4, and it was a refurbished phone. I didn't get a battery, charger, or instruction manual as promised. After speaking with a representative named Joe, she refused to send a manual but agreed to send a battery and charger. When I asked for a new phone, she declined. Requesting to speak with a manager, Joe kept me on the line for 20 minutes, claiming no supervisors were available. I've been a loyal Sprint customer, and this treatment is disappointing. Since September 11th, I've been trying to resolve this issue. The replacement phone arrived incomplete, yet I only have 10 days to return it. I believe better service is expected for a longstanding customer like me. I've been on hold for 15 minutes trying to reach the Corporate Office without success. It's currently 5 pm Eastern, 4 pm Central time. Your prompt attention to this matter is appreciated.

I am highly disappointed with Asurion's customer service. Last night, I spent 3 1/2 hours on the phone attempting to get a replacement phone for my son. Unfortunately, I was disconnected three times after waiting for over half an hour each time. When I did speak to a representative, she was rude and unprofessional. The lack of a manager on-site in the Customer Service department is evident, and the lengthy hold times without a resolution are unacceptable. I pay my insurance through Verizon faithfully, and this treatment in my time of need is disheartening. I am requesting a call from a manager today to address this issue promptly. My name is Sue K., and you can reach me at [redacted]. I urgently need a replacement phone for my son.

I recently sent my phone in for a screen repair. I contacted Asurion to confirm its arrival, and they assured me it had been received. However, upon receiving the phone back from UPS, I discovered issues with it. The back was disconnected, the volume buttons and SD card slot were missing. Despite reaching out to customer service for two days, I feel frustrated as I am now being doubted. I have proof that the phone was worked on as per the service job summary, but it came back incomplete. I have spent numerous hours speaking with Asurion representatives, and as a long-time Sprint customer of over a decade, I am extremely dissatisfied with the current situation.

I am experiencing difficulties filing a claim for a phone that my son accidentally dropped on his way home from school. When we returned to retrieve the phone, we found both sides were cracked. During the claim process, they interrogated me about what happened, to which I stated that I was uncertain, but it may have been damaged when he dropped it. Despite my explanation, they asserted that it was not an eligible accident under their coverage. I purchased two phones with protection plans, believing accidental damages would be covered. After reviewing the policy online, I could not find any mention that dropping the phone and discovering it damaged would not be covered. I am disappointed as I cannot afford a replacement, and I feel the company is unwilling to consider repairing or replacing the phone.

My name is Leon Ready, and I sent my Sprint Galaxy S9+ in for repair over a month ago. I have received two loaner phones that are not working due to defects, making it impossible for me to make or receive calls or texts. Despite setting up the phone correctly and trying all troubleshooting steps with Sprint tech services, no solution has been found. My attempts to contact Asurion have been unsuccessful, and I can only be reached via email. I urgently need my phone repaired and overnighted to me as soon as possible. The phones ICCID is [redacted][redacted]. I have important calls to make, including with doctors, medication providers, and for job interviews. Thank you. - Leon Ready

I am Leon Ready, and it has been over a month since I sent my Sprint Galaxy S9+ for repair. Despite receiving two loaner phones, both have been defective, leaving me unable to make or receive calls or texts. I have tried all troubleshooting steps with Sprint tech services, but no solution has been found. Asurion has not been responsive to my complaints, and I urgently need my phone repaired and overnighted to me. The ICCID of the phone is [redacted][redacted]. Please contact me via email at leonroady@gmail as it is my only means of communication. I rely on my phone for important calls such as with doctors, job interviews, and other essential communications. Thank you. Leon Roady.

I am experiencing significant delays in having my Sprint Galaxy S9+ repaired, as it has been over a month already. After receiving two loaner phones from Sprint with defects, I am unable to make or receive calls or texts despite my efforts to troubleshoot with Sprint tech services. Asurion has been unresponsive to my complaints submitted through their questionnaire, and email is my only means of communication. I urgently need my phone repaired and overnighted back to me, as it is vital for important calls regarding my health, job, and general communication. The ICCID of the loaner phone I am currently using is [redacted][redacted]. I kindly request swift resolution to this issue. Thank you. -L. Roady

I have been trying to reach a Manager named Nancy since September 20th regarding my washer that has had 8 repairs with a 9th one scheduled. My extended warranty is ending soon, but the company has not offered to exchange the defective washer following the lemon policy. I have had to take time off work without pay for multiple repairs. This is a breach of contract, and I need immediate assistance from someone with authority to resolve this issue. If I do not receive a response, I will contact the Better Business Bureau and WTOP for help. Please have a Manager contact me at [redacted]. Your service has been unsatisfactory. Thank you, Alexandra Angelakis

My name is Leon Ready, and it has been over a month since I sent in my Sprint Galaxy S9+ for repair. Despite receiving TWO loaner phones, neither of them has worked properly due to defects. I am unable to make or receive calls or texts at all, even after correctly setting up the phone and attempting all troubleshooting methods with Sprint tech services. I have not received any response from Asurion through chat or their complaint questionnaire submissions. Email is my only available means of communication, and I urgently need my phone repaired and overnighted back to me. The ICCID of the phone is [redacted][redacted]. Both loaner phones, first an LG and now an HTC, have been defective. Once the repairs are complete, I request the phone be overnighted to me. I rely on my phone for important calls related to my health, job opportunities, and general communication. Please assist me promptly. Leon Roady

I'm Leon Ready, and I sent in my Sprint Galaxy S9+ for repair over a month ago. I have received two loaner phones that are defective and do not work. Despite multiple attempts with Sprint tech services, the issue persists, and I have not been able to reach anyone at Asurion for assistance. Email is my only method of communication, and I urgently need my phone repaired and overnighted back to me. The ICCID of the phone is [redacted][redacted]. It's crucial for me to have a functioning phone as I need it for important calls such as with doctors, job interviews, and general communication. Thank you. - Leon Ready

I have been attempting to replace my lost/stolen phone for more than a month now. I have submitted multiple forms along with supporting identification and an affidavit. Despite speaking with various representatives, I have not had any success. During a recent phone call, a representative mentioned that I could file a claim, but on my end, it continually shows that my device is not covered. This situation is incredibly frustrating, and I urgently need it resolved today. I am still paying for a device through AT&T that I have been without for over 30 days. Despite filing claims and submitting documents, I have been informed that they have not been received. An Asurion representative advised against faxing the documents, mentioning that they often do not receive them.

On September 7, [redacted], I filed a claim with ID [redacted]5 regarding my phone at [redacted]. I received a replacement (Note 5) that wasn't functioning properly. After speaking with several agents who promised a Note 8 replacement, I encountered difficulties due to being out of the country for two weeks. Despite reassurances from different agents, including one who mentioned putting notes on my account, a supervisor later informed me that they could only send me another Note 5. My frustration stems from the conflicting information provided by the agents, leading to a delay in receiving the promised Note 8. As a long-time loyal customer of over 20 years with ATT and 10 years of insurance coverage, I expect to receive the phone I was initially guaranteed. I hope the company rectifies this situation promptly.

My recent experience with your company was extremely disappointing. I have been a loyal customer through ATT but I am now canceling my service with Asurion. The customer service department was unhelpful; I spent 7 hours on the phone with 6 different representatives only to never have my claim resolved. I had to take matters into my own hands to find a solution. I used to recommend your company, but the level of service and knowledge has significantly decreased. The representatives seemed unprofessional and lacked expertise in handling my issue. I felt like I was being shuffled between departments without any real resolution. It's frustrating that there is no direct contact provided for a manager or supervisor. I hope someone with more competence will address these issues.

In August [redacted], I was in Amarillo, TX with my father who was hospitalized in the ICU for over a month. Due to the stress and worry, I misplaced my cell phone and contacted Asurion for a replacement. Asurion sent the replacement device to my motel where I quickly returned from the hospital. I received the package around August 10th or 11th, and upon opening it, I noticed a cracked screen on the device. Disappointed, I had to use the damaged device to inform AT&T and my family about my father's condition. After being directed back and forth between AT&T and Asurion without a resolution, Asurion asked me to complete a sworn affidavit. However, confusion arose on where to send it, so I tried emailing it to www.att/asurion/phoneclaim.com. With no communication from Asurion, I tried resuming the claim on their website, only to be surprised with a $[redacted] deductible. I believe Asurion should provide an undamaged device without additional cost as they were responsible for the damaged shipment. I request immediate resolution to this ongoing issue. Thank you, Joe C., Account Holder.

Subject: Claim No. [redacted] Hello, I am Christopher Eason, the President & CEO of The Believe Project Ink, an "Anti-Bullying" Organization. Unfortunately, last month, I was a victim of theft, resulting in the loss of two crucial devices used for our daily operations: a Samsung Galaxy Tablet (10 A) and a Samsung Galaxy "Chrome" Book laptop. Despite filing the claims over 45 days ago and requesting direct deposit into my personal banking account for a quicker resolution, an error occurred. A reimbursement check was issued instead and mailed to a previous address, causing delays and inconveniences. Multiple attempts were made to have the check resent, but due to various errors made by the carrier and miscommunications, the process has been prolonged. This has impeded our organization's ability to operate smoothly and has caused damages. We are urging for a swift resolution within 48 hours, either by reissuing the reimbursement as a direct deposit or ensuring the check arrives promptly at the correct address. Please address this matter urgently to avoid further escalation. Your cooperation is appreciated. Sincerely, Christopher Eason President & CEO The Believe Project Ink "Anti-Bullying" Organization

Subject: Re: President & CEO Christopher Eason - The Believe Project Ink "Anti-Bullying" Organization Hello, I am Christopher Eason, President & CEO of The Believe Project Ink "Anti-Bullying" Organization. I recently experienced a robbery where my Samsung Galaxy Tablet (10 A) and Samsung Galaxy "Chrome" Book laptop were stolen, impacting our day-to-day operations. I submitted claims over 45 days ago for direct deposit reimbursement, but encountered issues. Despite multiple attempts, the reimbursement check was sent to a previous address due to errors. After several failed delivery attempts with FedEx, I am now requesting expedited resolution through direct deposit to continue our operations promptly. I urge prompt attention to this matter to avoid legal action and request contact from your department for resolution. Thank you, Christopher Eason President & CEO The Believe Project Ink "Anti-Bullying" Organization Contact: Email: [redacted] Phone: [redacted], [redacted]

I'm having trouble with my tablet claim number [redacted]24 filed on 10-28-18. Every time I call about it, the agents hang up on me, are unhelpful, and offer me the wrong tablet. The only helpful person was Linda with Employee ID [redacted] who mentioned my Samsung tablet is on back order and should arrive by Wednesday. Today, the Houston agent was unhelpful and couldn't provide a delivery date. The service so far has been disappointing and unprofessional with agents hanging up on me. I need clarity on when I can expect my tablet as being told it's on back order isn't sufficient. I expect better service from your company. Thank you for addressing this promptly.

I have been waiting for 6 months to receive a reimbursement of $53.99 for an LG phone. Every time I call, they tell me a check has been mailed, but I never received any of the 3 checks they claim to have sent. They then offered an E-Card as an alternative, which was also denied. I believe I should not only be repaid for the phone but also compensated for the prolonged delay in reimbursement, now six months overdue. This situation disappoints me as I have never faced such issues before. Please contact me at [redacted] or via email to resolve this promptly. Thanks for your attention. - KF

About seven to nine weeks ago, I purchased a pair of Mpow H5 Bluetooth headphones with Asurion insurance. The headband has developed cracks near the center, causing the wiring to be damaged and the sound to be distorted and weak. Despite contacting the manufacturer, I was advised to speak with Asurion directly. I am reaching out for help to have the headphones repaired or replaced. My father authorized me to handle this matter and is willing to cover any costs involved. I have evidence of the damage and the original purchase on Amazon. The issue was a result of mishandling and storing the headphones in a manner that caused damage, but I have learned from this experience. I am eager to resolve this efficiently and appreciate any assistance provided. Thank you for your understanding.

Approximately seven to nine weeks ago, I purchased a pair of "Mpow H*" Bluetooth headphones with an Asurion insurance plan. On contacting the manufacturer, I learned they do not work with Asurion and advised me to speak to Asurion directly. The headband has cracked near the center, causing issues with the internal wiring leading to weak and distorted sound. Despite my father's disinterest, I am handling the matter on his behalf, willing to cover any costs. I prefer to correspond directly, as per my father's instruction. I have evidence of the damage and the Amazon order. The damage occurred due to mishandling by storing the headphones in a backpack under heavy books. I seek repair or replacement and appreciate any support.