Asurion Customer Service Issues

I am seeking assistance for an issue with my claim. I contacted an agent to request a replacement device but I am unable to provide my Verizon account pin. My mother, who made me an account holder, is unavailable to provide the pin as she is currently in Ireland. The agent requested that I send in my identification, which was approved. However, to proceed with my claim online, I need the Verizon pin which I lack. The website suggested sending a text message to my phone, but my phone is not operational, hence my claim. The listed email address is outdated. In a prior claim, the agent efficiently handled everything without the need for emails. I am unable to call customer service due to my phone issue. Any guidance on expediting this process would be greatly appreciated.

I have had several delivery attempts by the FedEx driver. On the first attempt, the driver did not come to my address, and I noticed they drove into my complex and quickly left. After checking the tracking information, it showed that the delivery was unable to be made and returned to the shipper. For the second attempt, I provided an alternative address which was successfully used in April [redacted]. I confirmed with the Asurion agent that they still had the alternative address on file. However, when the claim agent entered the alternative address for this current delivery, they left off "Pkwy" from the address. Despite there being a contact phone number on the package, the driver did not make an effort to contact me. I filed a claim on 09/09/19 for an iPhone SE 32GB in gold with claim number [redacted]42 and I have been without a phone for almost two weeks now.

I am frustrated when I ask a direct question and do not receive an honest answer. This has been the worst customer service experience I have ever had. I specifically inquired if my replacement phone would be new multiple times, and both representatives affirmed that it would be new, which is completely inaccurate. The replacement phone I received is of poor quality. If they had been truthful and informed me that the phone might be slightly refurbished, I would have understood. However, being told it would be new and then receiving a subpar device is unacceptable. It feels like deception and bad customer service.

I have a landline equipment maintenance plan with my AT&T account. Recently, lightning struck and damaged our two cordless phones. I have spoken to 8 different agents at AT&T and received 3 different service numbers. I am requesting a replacement for my cordless phones, one with a base and an answering machine, and the other that plugs into an outlet. I have been a loyal customer for approximately 15 years and I am hoping for better service in resolving this matter. Thank you, Sue S. H. [redacted] Mull Road, Vale, NC [redacted]

I must take responsibility for not inspecting the replacement product upon receiving it. Despite this, my experience with Asurion was frustrating. After opting for a replacement device due to a broken screen, I planned to install a screen protector but discovered a scratch underneath. Asurion did not cover it under warranty but offered a screen replacement appointment. However, the technician's arrival was delayed twice. The tech eventually arrived and deemed the scratch ineligible for replacement. Asurion's refusal to address the issue left me disappointed, wasting a significant portion of my time.

I submitted a warranty reimbursement claim for my LG refrigerator water filter in July, and I have not received the $25 reimbursement as promised under the extended warranty. I am reaching out to follow up on this matter. My claim number is [redacted]61. My name is Marian Claire, and I reside at [redacted] Camino Nunez, Temecula, CA [redacted]. I provided the receipt for the water filter purchased to Asurion. Could someone kindly assist me with this issue?

Hello, I submitted a claim earlier today with the number [redacted]32. Upon contacting Verizon, they suggested I purchase a new phone instead of continuing to replace it due to ongoing issues. I quickly called Asurion to cancel the claim and spoke to Rochelle (sp?), who assured me it was cancelled and promised an email confirmation within an hour, along with a refund in 7 to 10 business days. After not receiving any confirmation, I called back and was told it seemed to be cancelled but still did not receive any documentation. I ended up getting a new phone through Verizon and sold back my old one. When I called Asurion at 7 PM, I was transferred to Spanish instructions and then spoke with Rachel, who confirmed the claim had not been cancelled initially but assured me she had cancelled it and that I would receive an email confirmation and a refund. I am waiting for the email confirmation for my records and to ensure everything is truly cancelled and a refund is on its way. Thank you for your assistance. Best, Jennifer A. [redacted] [redacted] 103rd Ave. N Clearwater, Florida [redacted]

I recently filed a claim for my yellow iPhone 11 and was sent a white one instead. I have spoken with a representative and called to verify my preference for yellow, which should be noted in my file. I have spent the last 45 minutes on the phone between Asurion and AT&T trying to resolve this issue without success. I insist on receiving the yellow phone I initially chose, not the white replacement. I am frustrated with the back and forth and cannot stay on the phone any longer today. I trust you will address this matter promptly.

My washing machine has been repaired multiple times for the same issue - it won't spin all the water out. I've had the control board replaced twice, a new motor installed, a new lid lock, control board software updated, and new tub springs. Laura Harrison mentioned sending me a gift card last week for Home Depot, but I am yet to receive it. She assured me she would follow up on any delays, but I haven't heard from her since. Currently, I still have a non-functional washing machine.

I filed a claim for a PlayStation controller purchased from Walmart. The representative I spoke to mentioned that once UPS scanned the returned item, I would receive my refund in 1-2 days. It has now been 5 days, and my refund has not come through. Today, when I inquired about the status, I was informed that the refund would only be processed after the product arrives back and undergoes testing. Requesting to speak to a manager led to frustration as I was left on hold for over 45 minutes with no response. I am disappointed as it seems the initial representative did not follow up as promised.

Claim Number: [redacted]57 My daughter (B. Henderson) had her Samsung Galaxy J7 device replaced by Asurion through Verizon Wireless in September. Unfortunately, she mistakingly put someone else's phone in the envelope I mailed back after she was incarcerated last week in Lumpkin County, Georgia. I've been in contact with the person whose phone was received by Asurion, and they are understandably eager to get their phone back. I provided them with the IMEI number to help locate the correct device. I am requesting a new shipping label and envelope from Asurion to return the misplaced phone. My name is Archie Lee Atwell, the account holder with phone number [redacted]. Please help me resolve this matter promptly.

My son's iPhone XR was stolen in September this year. I contacted Asurion to order a replacement as I thought I wouldn't recover the phone. The next day, I received a call informing me that the phone ([redacted]) had been found by the police in Quincy, Illinois, and was picked up by my ex-husband. The phone was returned undamaged, so I notified Asurion about its recovery. They instructed me to return the replacement phone they had already sent. I shipped it back in October after a week as I had work commitments. I am requesting a refund of the $[redacted] insurance deductible for the phone I sent back unused. It has been six weeks now, and I have not received the reimbursement. Despite several attempts to contact Asurion, the calls always end abruptly. Your assistance in resolving this matter would be greatly appreciated. Thank you, Niki F.

I filed a claim and received a shipping label for my phone. It was delivered, but after a long wait, I was informed my claim expired due to the delay. Frustratingly, customer service cannot locate my phone that I want returned. I believe this delay is intentional, and I feel like my phone might be at risk. I am considering escalating this matter to the FTC.

In August, I filed a claim with Asurion and received a replacement iPhone X. Unfortunately, since powering the phone on, it has frequently turned off or become unresponsive throughout the day. Recently, it entered an endless boot loop, and despite spending four hours troubleshooting with Apple, the issue remains unresolved. I am seeking assistance in returning this malfunctioning phone and obtaining a replacement at no additional cost, given that the original device provided through the insurance claim has been faulty.

I submitted my laptop for repair under a Frontier Whole House Protection warranty. However, they were unable to fix it, so it entered a review process. I included the necessary form with the laptop initially, but it seems they require a new form with a specific date, which I've submitted around 10 times now. Since I no longer have the device, I can't provide the serial and model numbers. It's frustrating to be without my laptop for weeks during this process.

My iPhone 8 Plus screen broke, so I visited AT&T to file a claim at [redacted]. They sent me to UBreakiFix on Dec. 4. During my visit, the associate at UBIF said the phone stopped working after fixing the glass. He advised calling Asurion. Contacted Asurion on Dec. 4 at 7:30pm. After a long wait, they confirmed a replacement phone would be sent in 1-2 business days. As of Dec. 7, I haven't received the replacement. Following up with Asurion, they mentioned the process wasn't completed and would send the phone. Asked for overnight shipping due to business needs. The rep transferred me to a supervisor, but the call got dropped. Unable to call back as I had to return the borrowed phone. Hoping to get an overnight delivery of the iPhone 8 Plus soon.

I filed a claim on [redacted] on October 27th. I had to submit an affidavit and sent all the required information to Asurion. Recently, I received an email stating that the uploaded information was unreadable. I tried sending another affidavit to Asurion, but the website won't allow me to download the page to fill it out again. I have been attempting to download the necessary paperwork, but the website is not cooperating. My claim number is [redacted]07.

Approximately a month ago, I misplaced my phone and initiated a claim with Asurion. A new phone was promptly sent to me, but as I couldn't locate the old device, I didn't return it. Recently, I rediscovered the old phone; however, I was utilizing the new one. Sadly, during the weekend, I misplaced the new phone. I would like to reactivate my old phone, but Asurion has restricted it. I am willing to pay any necessary deductible; I simply wish to skip the wait for another replacement. Kindly assist me in activating my current device promptly. Thank you.

On December 12, [redacted], at 2:55 PM MST, you received an email from the Walmart product care team regarding your service request #[redacted]. They informed you that your claim had been processed for your 32" Vizio TV and that they would send you shipping instructions and a pre-paid label soon for the return. As of January 19, [redacted], at 11:23 AM MST, you have not received any communication or the replacement TV from Asurion. Instead, you received a TV box from cyberkitstvs.com with a new warranty, but you are unsure of its origin as you did not order it.

I recently filed a claim for my stolen phone, and unfortunately, I don't have the $50 deductible until next month. I am missing important phone calls and cannot make appointments without my phone. I have never encountered this issue before. Can you please assist me this one time so I can get my phone back? Your help would be greatly appreciated. Thank you.