Asurion Customer Service Issues

After troubleshooting with AT&T, it was determined that my phone is defective and I need to file a claim. The claim for a Samsung Note 8 64GB was accepted with a $[redacted] deductible. I would like to proceed with this offer. My AT&T claim number is #[redacted]27 with passcode [redacted]. My AT&T phone number is [redacted]. I would prefer a phone call to discuss next steps as I have already spent a lot of time on this. Please streamline the process or escalate if needed to avoid further delays. I hope for a prompt response to resolve this matter efficiently.

To whom it may concern, I submitted a Phone Insurance Claim for my mother's AT&T wireless device on February 18, [redacted], initially thought to be lost. After finding the original phone, I switched the SIM card back but encountered issues. I sought technical support at the AT&T store in Plaza del Caribe mall, Ponce, Puerto Rico. The staff addressed the problem and advised me to contact Asurion about returning the found phone since the replacement was in use. After resolving some Apple ID issues, I transferred data from the original phone and prepared it for return. I seek guidance on where to send the original phone to complete the process promptly and receive confirmation from both AT&T and Asurion. Your prompt response is appreciated. Thank you for your assistance. Sincerely, Fabiana Ramos N.

To whom it may concern, On February 18, [redacted], I submitted a phone insurance claim (Claim Number: [redacted]38) for my mother's AT&T wireless device that was thought to be lost at the time of the claim. A few days after receiving the replacement phone, the old phone was found. I attempted to switch the SIM card to the original phone but encountered issues. Visiting the AT&T store at Plaza del Caribe mall in Ponce, Puerto Rico, the staff helped resolve the problem, advising me to contact Asurion directly. After addressing Apple ID issues, I managed to transfer the data from the original phone to a computer for shipment. I'm reaching out to seek guidance on where to send the original phone back. I aim to return it promptly and ensure acknowledgment from both AT&T and Asurion. Thank you for your time and assistance. Sincerely, Fabiana Ramos Nieves

Dear Human Resources, I would like to address a serious issue regarding a manager at the Asurion repair division. I was shocked by the treatment I received. I have a traumatic brain injury, which makes it difficult to go out and source a specific box for my home theater, a requirement I was unaware of when I paid $[redacted] for both my laptop and the home theater repair. The manager's response to my disability was callous and unhelpful. Despite explaining my situation, he remained indifferent and unwilling to assist. I have his name and ID number. I am deeply disappointed by the lack of empathy shown. I can provide my contact information for further discussion. I had even mentioned considering switching to Square Trade, but this did not influence his stance. I appreciate your attention to this matter and hope for a prompt resolution. Thank you, Tony

I previously filed a claim and received a replacement Galaxy S7 Edge after my S4. The original S7 had a defective camera and I was offered an S9, but chose to stick with the S7 Edge due to accessories I had bought. Within 2 months, I noticed a crack on the screen edge, which later extended. Despite taking good care of the phone, I had to file a claim and pay the deductible for a replacement S7 Edge. I question why I couldn't choose a different model and express my concerns about the "edge" design. Could I opt for a different Samsung model as a replacement? I have only opened the shipping box and hope for an alternative. Please assist promptly. Thank you for your help. Contact me at [redacted] if needed. Claim ID: [redacted]19. Thank you, J. Hourihan

My replacement phone has been problematic from the start. The home button causes the phone to return to the home screen when I try to reply to messages on various apps or use the calculator. The Google feature also has issues with dings and the battery drains rapidly, going from 50% to 12% in just three hours with minimal usage. Even after a factory reset with the Tech Coach, some problems persist. I understand it's a refurbished replacement, but it's frustrating that the issues continue. I would appreciate any help in getting a non-refurbished replacement without these recurring problems. Thank you in advance for your assistance. - Tom D.

I submitted a claim by phone on 4/2/19 for my iPhone 6s Plus. After sending the required documentation on 4/3, I was notified at 6:00 AM on 4/4 that my affidavit upload was unclear. Upon re-uploading, I immediately received an email confirming all documents were complete. Despite this, I have spent a total of 6 hours on the phone speaking to representatives who informed me that another department is reviewing my claim but are inaccessible by phone. This extended process is critical as I rely on my phone for work as a psychologist, especially for communication with vulnerable patients. Asurion has prompted me to provide my credit card and delivery details for the final steps, but the website prompts me to call despite not having a phone in my possession. Your assistance in resolving this matter is greatly appreciated.

Hello, I am completing a claim form for a laptop I won as a prize at work. It came with a 24-month warranty, but since I didn't buy it, I don't have a receipt. I have informed Wal-Mart about the person who made the purchase and the date, but she has since left the job and I cannot reach her for more details about the receipt. My Service Request ID is [redacted]. I am wondering if it's possible to fax the form without the receipt. Thank you.

On January 3, [redacted], I bought a TV at Walmart in Stevenson's Ranch, California, and got a 3-year warranty from Asurion. Unfortunately, I wasn't aware I needed to register the warranty. Recently, a Walmart supervisor helped me find my purchase receipt, confirming the warranty. They suggested I contact Asurion to file a claim for my TV, which is currently showing only a flashing red light with no picture or sound. I can provide a copy of the receipt and TV make/model via fax or email. Please advise on the next steps. You can reach me at [redacted] or via email at [redacted].

I have been receiving numerous emails instructing me to disable the Find My iPhone app, even though I actually use an android phone. I had sent the phone in for repairs. After a 45-minute call with customer service during my work hours, the representative guided me through turning off the Find My Samsung app. Despite our efforts, I am still being bombarded with urgent messages to disable the app. I have dedicated hours tonight ensuring it was turned off, yet the problem persists. I urgently need my phone back, repaired or replaced. This entire day has been wasted on a resolved issue. Customer service assured me this was sorted early this morning. Please expedite the return of my phone, as it should have been resolved by now. My claim number is [redacted].

In early March or late February, I filed a claim regarding a hardware issue with my Microsoft Surface Pro 4 Tablet. The problems included overheating, fan noise, screen flickering, and ghost images. Despite it being returned to you "repaired," it seems only the Windows 10 Operating system was reinstalled. Upon reinstalling Windows Updates, the tablet overheated and failed again. I initiated a new claim #[redacted] on March 25th, expecting a return shipping label within 24-48 hours. However, after numerous unsuccessful attempts to obtain the label by contacting customer service, I resorted to Microsoft Support, who promptly provided a shipping label. My experience with your company's customer service was disappointing and lacking in accountability. Despite an initially positive encounter with your service, the recent interactions have left me frustrated and dissatisfied.

I recently filed a claim for my broken screen with Claim ID: [redacted]01. I have been diligently paying for insurance to receive assistance when facing such issues, like my broken screen. However, during my scheduled appointment for the device repair yesterday, the technician informed me that the screen part needed was unavailable. Surprisingly, he mentioned that even if we rescheduled for next week, the part would still not be available. I am perplexed as to why appointments are made without confirming part availability, especially when I made arrangements to leave work early for the repair. In the event of part unavailability, a temporary replacement phone could be provided to ensure customer satisfaction, but this was not offered. When contacting customer service for help, I was left on hold for an extended period without a resolution. Instead, I was told I would need to spend an additional $[redacted]-$[redacted] for a replacement, even though the issue lies with Asurion's lack of the necessary part. In such circumstances, customers should be compensated for the inconvenience, considering the monthly payments made for this service.

I had to replace my phone last year due to a manufacturer defect. The replacement device also had the same issue within 4 months. Now, that device has stopped working, but neither the carrier nor Asurion will replace it, despite the 1-year replacement warranty. After numerous hours on the phone with no resolution, I decided to pay the deductible to avoid further delays. I filed a claim, paid the deductible, and received an email from Asurion stating the device was ready to be shipped. However, Asurion now claims the claim is on hold for more verification. The carrier and Asurion customer service have been unable or unwilling to resolve the issue, and time is running out for payment processing. In the past, I've used Asurion without any problems, but the last 3 years have been challenging to resolve any issues. The process should be simpler and less cumbersome. It's frustrating that resolving such a simple issue feels this difficult. All my previous replacements were under contract with the carrier, except for this one, which makes me question why it's not being addressed promptly like before.

I filed an initial claim on 4/27/19 and received the replacement phone the next day as promised. Unfortunately, the replacement stopped charging shortly after. I had another claim processed, received a new replacement phone, but it had issues with opening apps. After visiting my local Verizon store for help, they confirmed the phone was faulty. Frustrated, I ended up having to purchase a new phone instead of getting replacements. This extended my payment plan until May [redacted] instead of January [redacted]. I am disappointed with the service I received and believe my deductible should be refunded promptly. Sincerely, A.M. Original Claim Number: [redacted]85.

On 05/13/[redacted] around 8:00 pm, our Verizon phone got disconnected by AT&T, claiming it was lost or stolen. We purchased our Google Pixel 3 from the Verizon store on 10/18/[redacted]. AT&T refuses to remove our phone from the list, stating the caller who reported it got a replacement through Saurian. It wasn't us; our phone has been active with Verizon all along, never with AT&T. It's been a week, and no one is helping. I contacted Verizon on May 14th, and they said the phone was reported lost or stolen by another carrier, not them. They want me to figure out who did it. It's absurd; they won't exchange the phone or resolve this. I'm outraged by the terrible customer service, especially from Verizon Wireless, our provider for 20 years.

I have been waiting for 3 weeks to resolve an issue with my son's phone, which has caused me a lot of stress. The employees I spoke to on the phone were unprofessional and even hung up on me three times. After all this time, they claim to have lost my information! I work as an attorney and am extremely busy, but this situation has pushed me to my limit. I have records of all my conversations and I am determined to escalate this matter to ensure proper compensation and handling. I have tried speaking to supervisors, including those in the escalation team, but to no avail. I am now considering involving corporate management to address the lack of ethical practices I have encountered. I request a call from a supervisor higher than the escalation team to address these issues promptly. You can reach me at [redacted], and the phone I filed the claim for is [redacted]. Thank you. - James Seay

I am reaching out on behalf of my father, a long-time AT&T customer Mike C. ([redacted]) [redacted]. He holds insurance for two phones with your company. Unfortunately, his phone, with number [redacted], was stolen on 5/17/18. My father has encountered ongoing issues with the customer service team, being asked to resubmit his claim numerous times over the past two weeks. Despite his efforts, the process has been frustrating with conflicting information every time he contacts Asurian. We are perplexed by the lack of support he is receiving. We seek assistance for him to complete his claims successfully. Kindly arrange for a supervisor to guide him through the correct procedure. Thank you for addressing this matter promptly.

While accompanying my mother to her doctor's appointment in Redwood City, CA on June 4th, [redacted], we made a stop at an AM/PM in Morgan Hill, CA on our way home to Hanford, CA between 5pm-5:40pm. Shortly afterwards, I realized my phone was missing. After retracing our steps and checking with the AM/PM cashier, we were unable to locate it. Using my mother's phone, I tried to track my phone using Google's "Find My Device," which pinpointed it near Old Gilroy, CA. However, I was unable to recover it as it seemed to have run out of battery, last detected at 7% through the Google security feature.

I sent a game in due to a factory defect. While it powers on, it won't display on the TV. The repair service declined fixing it, citing one bug as an infestation, requesting professional cleaning not available in South Carolina. The warranty doesn't specify the need for professional cleaning. GameStop found no significant debris, confirming the factory defect. Despite a successful previous claim with Square Trade, resolving an issue without bugs, I'm frustrated with the back-and-forth on fixing this game. It appears they are avoiding repairing it and providing evasive responses.

On 6/17/19, I submitted a claim and have faced three denials due to incorrect item details in your system. Despite correcting it thrice, the issue persists. This entire process has been distressing. We have been loyal customers with your insurance for years. Initially quoted $[redacted] for phone replacement on 6/17, today I was told $[redacted] due to allegedly new insurance on that date, which is inaccurate. The insurance charge was wrongly linked to my son's phone instead of my husband J's account. Although assured by an AT&T agent that this would not affect the claim, your agent claims otherwise, now demanding an additional $57. I urge that this be settled based on our long-standing insurance, making the phone replacement cost $[redacted] as initially quoted on 6/17/19.