Asurion Customer Service Issues

I recently received a Samsung Galaxy S10+ as a warranty replacement, but it arrived without being properly set up and with the wrong SIM card. Even after extensive time spent on the phone with Sprint trying to activate it, I had to drive to a Sprint store for assistance. Unfortunately, the phone still has numerous issues, such as being unable to make calls consistently, access online services like Gmail and YouTube, and load contacts. This situation has impacted my ability to work, resulting in significant financial losses. I am returning the malfunctioning phone with warranty problems today and kindly request to have a fully functional, pre-set up phone sent to me urgently.

My 65" TV screen suddenly went black, and luckily, it's covered under the Asurion warranty. On June 26, I made my first call to Asurion and filed a claim. I was informed that there are no Service Centers or Technicians nearby and that I would receive information within 2 business days. By June 30, I hadn't received a callback. The second call to Asurion resulted in the same message about the lack of local service providers. On July 3, after my third attempt, a "Service Manager" was said to be looking into it, and a technician was assigned, promised to call the same day. But the issue with no nearby service persisted. On July 6, during the fourth call, a new claim number was issued, and a technician was expected to call within 2 days for an in-home visit or offering replacement options. On July 8, after my fifth attempt without a callback, I voiced my frustration and requested to speak to a Supervisor. Despite being in a populated area, the lack of servicing options continues to be a concern for me.

I’m Thurston Swinson. I'm experiencing phone glitches for the third time. The issue started a couple of weeks ago, and I thought it was just a password problem initially. However, the glitch message keeps appearing more frequently now, almost non-stop. I prefer not to go through system resets as I've encountered the same issue with replacement phones before. Please send me a new functioning iPhone 8, 9, or 10 to prevent me from canceling my family's plan with Asurion and sharing negative feedback about your phone replacement process. This continuous problem has significantly impacted my personal life. Kindly send a brand new phone to resolve this matter.

I purchased a 7-year warranty from Asurion for my wife's wedding ring bought at Sam's Club in [redacted]. I need service for it and I am unsure how to file a claim. When I checked the website, Sam's Club was not listed. The last time I sent it for repair in [redacted], it was serviced by WLS under SR# [redacted]29. The email on the packing slip is [redacted] and the serial number for the ring is [redacted]83. Could I please receive assistance with this matter? Thank you.

My Samsung Galaxy stopped working on July 23, [redacted]. After calling to file a claim under my insurance for malfunction issues, I was informed I would receive a Samsung Galaxy S10. The new phone actually arrived sooner than expected, on July 27. However, upon receiving it, I was disappointed. The phone was larger and had a different layout, making it hard for me to use due to poor eyesight and limited dexterity. I struggled to transfer data and use it effectively. The representative mentioned a 30-day return window, which relieved me, as I recently lost my mother and am in an assisted living facility due to an auto accident. As a frustrated 80-year-old with mobility issues, my smartphone was crucial for me, and the replacement didn't meet my needs. I've been in touch with Verizon for advice on better replacement options as I continue to miss my old Galaxy S7 and the comfort it provided.

I need assistance with our account. We currently have four phones but want to cancel the service for the fourth one, which my mother-in-law no longer uses. I have already contacted AT&T but need to ensure our insurance now only covers three devices. I also need to file a claim for my Samsung J7 smartphone with a screen issue. I am unsure whether to file a claim or use my available upgrade for this phone, as I still owe around $[redacted] on it. I would appreciate guidance on the best option in terms of out-of-pocket costs. Phone numbers: - Mine: [redacted] - Husband's: [redacted] Emails: - Mine: [redacted] - Husband's: [redacted] Thank you.

The iPhone XR I received in September [redacted] has been problematic from the start. Recently, it has become almost unusable due to constant static during phone calls, forcing me to borrow a family member's phone. Initially, calls required me to be in specific spots for others to hear me, and eventually, I became inaudible to callers. Moreover, the screen freezes, and the touch screen malfunctions intermittently. I suspect the phone was not new as advertised but refurbished, lacking the original Apple packaging. It's frustrating to have ongoing issues with a device that should have worked flawlessly like my previous brand-new phone.

Claim # [redacted]61 I have been paying for Asurion insurance for my wife's phone monthly for over two years. When I tried to replace her cracked screen through the deductible route, they informed me that I could only get a replacement phone with a $[redacted] deductible. We were near the "UBreak I Fix" office during this discussion. An employee there mentioned they had the screen, but it was up to Asurion to decide what options were available through insurance. The cost to replace the screen without insurance would have been out of pocket ($[redacted] + tax). Factually, the "manager" from Asurion we spoke with claimed that UBreak I Fix was a third party and did not influence Asurion's policy on screen replacement versus replacing the unit, which I found to be inaccurate. Asurion acquired UBreak I Fix last year. The manager could have addressed our issue differently, but chose not to provide satisfactory customer service. She seemed to overcharge us and shifted the blame to company policy instead of resolving the matter. Her name might have been Bianca. Given that we intended to trade the phone in after repairing the screen, it didn't make sense to wait for a replacement, transfer all data to a new phone, and then trade it in, risking the expiry of the trade-in deal. Consequently, we paid $[redacted] out of pocket to fix the screen. I have decided not to use or recommend Asurion in the future due to the mishandling of my account and the ineffective "protection" it promised. Despite paying on time, Asurion failed to fulfill its end of the deal. Moreover, the misuse of the term "assurance" in the company's name is ironic considering my experience left me far from assured. I don't have high hopes that this feedback will reach someone important, result in any compensation, or lead to better customer service experiences with Asurion in the future. However, if there is any decency left at Asurion, a reimbursement of $[redacted] for our out-of-pocket expenses would be a fair gesture. Regards, Jobe B. [redacted] Spring Valley Road Pittsburgh, PA [redacted]

Hello! Yesterday evening, a representative delivered my new phone around 9pm, which was within my scheduled appointment window of 7-9pm. The individual providing the service was exceptionally courteous. To transfer data from my old phone to the new one, I set them up together, assuming they would continue the process. However, later on, my old phone indicated that the transfer to my new phone was completed. Upon inspection, I noticed that not everything had transferred successfully. It seems like my new phone might need to be restarted. Currently, I am without a working phone. Should I visit an AT&T store for assistance since I am not tech-savvy? Your guidance would be greatly appreciated! Thank you.

I purchased a dryer in September [redacted] along with an extended warranty. Recently, the dryer stopped functioning, and after contacting Home Depot, they sent an ASI technician to repair it. Unfortunately, the technician couldn't fix it due to an obsolete part that is unavailable. Even after contacting Whirlpool/Home Depot and Asurion, the part remains unattainable. When I checked the website, it indicated that the claim is closed. Despite this, I am left with a broken dryer and no updates from Home Depot, Whirlpool, or Asurion. I am seeking a prompt resolution. Claim number [redacted]. Thank you.

I have encountered numerous issues. I am requesting a refund for the last two deductibles that were charged for the original color (white) phone screen replacement, as per the advertisement. My phone is less than a year old and the replacement screen was shown as available the second time. During the first claim, no screen replacement was offered or available as clearly advertised. With this claim, I faced delays from the claim process to receiving the new phone, and I did not receive a mailer or shipping label to return the old phone. The unavailability of a supervisor was frustrating, and I am tired of being told that everything is due to Covid-19. Despite the challenges posed by the pandemic, using it as the universal excuse is not acceptable.

Hello, A few weeks ago, I had my phone screen fixed by Asurion to prevent any further issues. Initially, the phone seemed fine, but over time, it started randomly shutting off and the battery life decreased significantly. Despite charging it, the battery would stay at a low percentage and the phone kept turning off. I tried different chargers and troubleshooting steps, but the issue persists. I suspect it might be related to the screen repair done by Asurion. I need my phone for important backups, especially photos from my son’s birthday. Due to these problems, I can only communicate via email with an old iPad. As a single mother, currently on a layoff, I can't afford to file a new claim and pay for additional repairs. I have always been a satisfied customer and never had such difficulties with my iPhones before. I hope to hear back soon to resolve this issue without extra costs. Thank you, Megan

The replacement watch I received from Asurion won't set up or sync. After spending 2 hours on the phone with a Verizon tech, it was confirmed that the new watch won't sync at the end of set up. Asurion was supposed to be contacted, but no one was available when the call was disconnected. With about 7 hours spent trying to set up the iwatch and numerous calls to Asurion and Verizon with no resolution, I want to return the watches without any fees. I originally received two watches, but the first one was misplaced and the second one was the one I attempted to set up. If possible, please help with the return process. Sincerely, J.K. Email me at prsnlpilates@[redacted] or call me.

I submitted two claims on October 23rd for my iWatch and iPad repairs. I received shipping labels but have not received the boxes to ship the items to UPS as promised within 2-5 business days. Can you please assist with locating the missing boxes and provide an update on when they will be delivered? My service request numbers are #[redacted] and #[redacted]. I have attempted to use the chat function on the website three times without success. The first time I was told to try during operating hours, which I did, but encountered issues with the chat bot, Ava, the second time. I provided my carrier, Verizon, but was unable to proceed further. I also had trouble finding a working phone number to contact Asurion. Appreciate any assistance, J. Watson

I am disappointed with the lack of response from the customer service department regarding my claim with Assurion. Despite submitting two copies of the receipt, there has been no resolution for over a month. I am frustrated as the refrigerator is not new, and I have experienced multiple issues requiring at least 12 service calls. I plan to escalate this matter to the Better Business Bureau due to the poor customer service experience. The old claim number, SR [redacted], seems to be disregarded. This has been ongoing for almost four years, and I feel taken advantage of. I will caution others not to engage with Assurion due to these issues. Perhaps involving the news for an investigation into Assurion and the Better Business Bureau is necessary. Please address this matter promptly and seriously. -Julianne D.

Hi, I'm reaching out regarding my claim with Asurion for a broken Samsung tablet I purchased at BJ's. My Service Request Number is [redacted], and I was assured a reply within 3 days from 11/11/[redacted] by Asurion's Claims Review team. My warranty expires on 11/29/[redacted], so I'm eager for a resolution. I've tried contacting them via email but haven't received a response. It's frustrating to discover their customer service phone number is inactive, and their chat is unmanned. I hope to avoid any delays in resolving this issue. I would appreciate any assistance in getting an update on the next steps or speaking with a representative. Thank you.

Recently, my 55-inch TV broke down, prompting me to contact Direct TV since I have insurance with them. After they picked it up, they informed me that it couldn't be repaired. I selected a new TV, but when I followed up, they claimed it had already been delivered and signed for at 7:30 in the morning. I never received the TV and certainly did not sign for it. Direct TV refuses to assist until I locate the missing TV. I have filed a police report and am awaiting a copy. It's frustrating to be without a TV after paying for insurance for 8 years. I contacted the Better Business Bureau for help, as Direct TV has not been responsive. This situation is disappointing and unacceptable.

I accidentally dropped my iPhone X in water again. Despite being a skilled sailor, I seem to forget using a floating case. Luckily, a friend lent me their iPhone 8 until I can gather the $[redacted] needed for the repair. I visited the Verizon store to get a SIM card for the temporary phone, but they warned me that activating it would transfer the insurance to the older model. Since I only have three payments left on the iPhone X, I'm keen to avoid that situation. I'm planning to file a claim for the damaged iPhone X before activating the iPhone 8 and will aim to make the payment around the first of January after I receive my disability check.

I am having trouble with my Samsung Note 10 Plus. I filed a claim because it would not charge. I got the replacement phone and followed the instructions to factory reset and return the old one. But, the replacement phone also won't charge. I returned the damaged phone through UPS. Now, I am being charged around $[redacted] for not sending back the phone. Sprint mentioned that it is your mistake, and I should reach out to you for assistance. My initials are D.B., and you can contact me at [redacted].

I recently received a voicemail from Adam, claiming to be from the company that received my damaged iPhone. He mentioned that the iPhone is still linked to my iCloud account and instructed me to remove the link. I recall that when I initiated the claim with Asurion, a representative guided me through the return process. I'm unsure if the voicemail is legitimate or a scam. A representative at Asurion verified the status of my returned device when I received my replacement. I would appreciate clarification from your company regarding whether I indeed need to remove the link as advised by Adam. Thank you.