Asurion

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.

Re: Repair Order 103800****

Other unknown: H+ CN 107828****71 | T740036

I have an Asurion Insurance plan whereby my computers, TVs, etc. are supposedly protected against damage and/or injury by Asurion Corporation by repairing or replacing the device if it is no longer operable.

They have both a nearby facility or the item is shipped to Tennessee for service and then returned by UPS.

Please note that my primary purpose is more of a courtesy to inform the American people of a serious defect in Asurion's insurance claim process that could severely impair the rights and duties of consumers everywhere. My second purpose is to provide the background for my own ordeal and claim. Let me begin with a brief history and background.

1. The time period for this claim takes place from the end of October 2024 to the end of December 2024 for this laptop repair attempt.

2.

After the initial service call to Asurion requesting service for my laptop, I spent an inordinate amount of time seeking instructions as to how and where to take my laptop. Ultimately, after dozens of calls, online applications and email, I was told to take the laptop to Asurion's merchant in San Rafael, called uBreakiFix - Phone and Computer Repair across the San Rafael Bridge.

3. My wife took the laptop to Asurion's facility and had to wait in a long line. She left for another appointment and returned later that day attempting again to leave the laptop for service since those were the instructions given by Asurion on the phone.

4.

Thereafter she returned to the shop and instead of accepting the laptop, she was instructed to apply online for approval to accept the laptop for a claim and service.

5. On November 2, 2024, and thereafter, I continued the application online and on the phone at home, I spent hours on the phone, filling out an application for service, uploading my driver's license, photographing the model number and serial number, resubmitting the documents numerous times since the picture of the laptop's configuration was too small for them to read. It was not until a few days later that they finally accepted my photos of the model & serial number to ultimately allow me to take the laptop back to the San Rafael store for service.

6. About a week later on November 8th, 2024, I received another email that I could now physically bring in the laptop for repair.

Again my wife made the trip across the bridge to bring in the laptop for service, again having to wait in a long line. Once more they refused the laptop indicating that the service had not been finally approved at their headquarters in Tennessee.

7. While at their facility, my wife called me from their store and the clerk told me that I had to first pay $141 to process the claim. They could have told me that when I was sending in the applications for service or when my wife was first there attempting to get service.

So I immediately went back online, while my wife was still at the shop, and paid the fee thus allowing the shop to accept the laptop for examination.

8. Along with the laptop my wife provided the clerk with a separate new 1TB Solid State hard drive which had all the laptop's old data already installed. She left the laptop there with the SSD drive along with instructions to install the drive.

9. I was told by another email that same day from Asurion that it would now take until November 18th, 2024 to examine and repair the laptop.

10.

Then I received another email notice on November 16th that it would take until November 22, 2024, to complete their repair.

11. On November 25th, 2024, I received another email that they couldn't repair the laptop and needed to send the laptop to Tennessee for further repair. They then sent another email promising me that by December 8th, 2024 it would be fully repaired.

12. Another email delayed the repair completion date to December 13th.

13.

However, on December 5, a further email said they could not repair it and they would replace the laptop itself.

14. I called Asurion and spoke to a number of different clerks who informed me that they did not have any replacement laptop to offer me. Instead, they would send me a check for $321 for me to buy a replacement. I informed them that this same model cost on sale at Costco $999, plus the SSD drive I provided for about $200; the dongle with a mouse $50; the data transfer from the old laptop could cost about around $200 for a total of about $1,450; however, they refused to send me that amount.

15.

I was quite upset. Asurion said they intended to keep the laptop, however, I insisted that it needed to be returned to rescue the data still on the laptop.

16. Our discussions on the phone regarding the SSD drive was contrary to the tale first told to me by their local technician who said the laptop during its stay in San Rafael had the new drive installed and then sent everything to their Tennessee office. Now I am missing both the new SSD drive and the dongle for the mouse.

17.

Thereafter Asurion sent back the laptop to me. In a series of emails commencing December 20-24 with Asurion's home office, they indicated that they would not budge on the settlement negotiations, instead only offering me a variety of other offers, none of which amounted to anything near the price of a replacement laptop and drives.

18. After receiving back the laptop, I had it examined by a competent tech person and they found that the new SSD drive with its data installed that was sent along with the laptop to their computer facility in San Rafael, was NOT found installed inside the returned laptop by my tech and instead he found a different much smaller hard drive, with all data missing, still in the computer.

19. The same tech estimated that a replacement motherboard for that computer would cost me around $450 plus a new SSD card for about $200, plus a new mouse and dongle for another $50.

20.

I have been with Asurion for quite a few years with reasonable satisfaction with their services.

21. Asurion now requires paying $36.00 or so per month for their insurance premium, in addition to the $141.00 processing fee for each event.

22. ALL my data has been removed; and it seems also that the two USB drives in the machine are no longer operative. They were working fine before someone from Asurion took them.

So technically there are now 2 and possibly 3 fraudulent thefts from my laptop that I entrusted to Asurion. Plus of course my missing data that was also contained on the new 1 TB SSD ostensibly missing from their custody.

1-New 1-TB SSD Drive

1-500 GB Drive

2-USB ports

23. That leaves me with several options. Clearly, when someone entrusts his property to another for analysis and repair and that property is returned with that property missing, it is clearly grand theft, embezzlement, and fraud.

In the state of California, this can be found in the California Penal Codes §§ 484, 487a, 484b, & 502.

24. In addition, these penal statutes allow for an additional civil action as well which also provides for Punitive damages as well.

25. To add further insult to injury, I called Asurion to cancel my policy. I told them of my prior upset and they had been billing me at the rate of $34.99 per month.

Asurion allowed me to cancel and said they would credit me for the two prior payments. However, the actual credit was only a one-time payment of $29.99.