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I submitted my 7 year old television because the IR sensor stopped working. After boxing up the television and shipping it to them I received an e-mail saying they ordered parts, followed shortly after with "Your serial number was blacked out so we are refusing to repair your television and sending it back to you." I contacted customer service to ask why they decided not to honor the claim, because there is no mention of the serial number being a requirement.

The snotty reply from the CSR was that the specialist already talked to me and my television had been tampered with. The only way that could have happened is if I bought it that way 7 years previously. The CSR then said the denial stands, and "you can call if you want" at $20 a month for this service, I feel like I've been a victim of fraud.

Sure give me your money and we wont do anything for it except ship a television back and forth, the parts were probably hard to find so they say it was "tampered with". I am more than a little pissed right now at this so called insurance company with super *** CSR reps.

Reason of review: Poor customer service.

Monetary Loss: $720.

Preferred solution: Let the company propose a solution.

Asurion Pros: Tracking of repair process, Relative ease of submitting a claim.

Asurion Cons: Pay for a service they do not honor, Unknown requirements for repairs or replacements.

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Finnegan Lew

June 2020, several weeks of sending paperwork and it is never enough for Asurion customer service. My next step is taking chair and all paperwork back to STAPLES where I purchased both chair and insurance plan and requesting at least the cost of insurance back since they do not seem to want to honor claims.

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