Contact Asurion Customer Service

Terrible experience. I honestly cannot understand why Costco, which has impeccable customer service and reliability, would partner up with such a pathetic, incompetent company.

Date of service: 11/4/2024
Absolutely, I'd be glad to help you write a strong review. Here's a draft based on what you've shared:
Review of Asurion:
I am extremely disappointed with Asurion's service.

I sent my computer for a simple repair—a graphics card replacement—and was assured multiple times that my data would be safe. I was even told explicitly that I did not need to back up my files because they wouldn't be affected. However, when my computer was returned, not only was my 128GB hard drive missing, but all my personal files and stories were completely wiped.
When I called customer service and spoke with a supervisor, they denied any responsibility and claimed I should have backed up my files—contradicting the information I was given before the repair. Asurion's lack of accountability and poor communication have led to the loss of irreplaceable work and memories.

Not only did they mishandle my hardware, but they also failed to deliver on their promises and showed zero empathy for the data loss they caused.
I cannot recommend Asurion's repair service to anyone, especially if you value your data. Proceed with caution if you're considering trusting them with your devices.

I've had the misfortune of dealing with Asurion's customer service, and it's been a nightmare. The reps are unfriendly, rude, and unhelpful.

It's like they don't care about the consumer at all. Every time I call, I get a rep comes up with a different policy, and it's like they're making it up as they go along. No uniformity whatsoever.
I've had to call them multiple times a day, waiting on hold for over 45 minutes each time. It's exhausting.

And when I finally get someone on the line, they're dismissive and unhelpful. I explained my situation and my experience in the industry, and the rep basically told me she didn't care , as I was talking she interrupted and was trying to get it over with and get me to hang up. The tone was condescending and rude, like I was bothering her personally.
The reason for my review is that I received two replacement devices that were both refurbished and damaged. It's clear that Asurion doesn't prioritize their customers or provide quality service.

I would never recommend them to anyone. Avoid them at all costs!

I purchased Asurion insurance through an AT&T promo on Feb 13. The next day, Feb 14, my wifes phone was stolen in Las Vegas during a convention.

I contacted AT&T, who directed me to Asurion. Initially, my claim was approved, and a replacement phone was shipped. However, it was delayed and then returned to Asurion by FedEx.
After calling Asurion for over an hour, they advised me to file a new claim. My account was then flagged for filing two claims within 24 hours, leading to repeated 48-hour freeze periods.

Despite providing all requested information (ID photos, attestations), my claims were repeatedly rejected without clear explanations. I spent over 10 hours on the phone over 5 days, dealing with numerous agents who could not explain the denials or connect me with adjusters.
Finally, an internal team revealed that the claims were denied due to the date of policy activation versus the date of the claim, despite assurances from both Asurion and AT&T that the claim was valid. I was misled into believing I was eligible for coverage, leading to significant wasted time and frustration.
According to the terms and conditions, I should be covered. There is no reason why I should be turned away after fulfilling all requirements.

The handling of my case has been extremely unprofessional and disappointing. I demand either a replacement phone or a refund for the months I have paid for this service. This experience has been incredibly frustrating, and I feel deceived and wronged by your companys mishandling of my claims.
Being misled multiple times, put on hold for hours, and not receiving clear answers is unacceptable. I trusted Asurion to provide a safety net in times of need, and instead, I faced obstacles and poor customer service at every step.

The stress and inconvenience caused have been immense. Immediate action is required to resolve this issue fairly.