Top critical review
2.0 out of 5 starsIf you can outlast Asurion they will probably do the right thing.
Reviewed in the United States on March 1, 2023
I filed a claim for my father-in-law's karaoke machine. He lives in a facility several hours away and has dementia. As a result we had to work this claim long distance. I was continually frustrated by cryptic messages telling me I was missing documentation during the claim filing process, but never EVER did those messages tell me what I was missing. I finally called in and spoke to a live person who identified the issue. Unfortunately, by that time the claim had been closed due to missing information and I had to start over (the phone rep helped me through that.) Part of the information provided was a very pointed missive from the manufacturer telling us the device could not be repaired. This was included in my claim. Since Asurion required me to send in the broken machine I hadad to travel several hours to pick up the machine, pack it up, and send it in to Asurion (at no charge other than time and gas.) The aforementioned rep assured me that I would receive a full refund as soon as the tracking number on the shipping label was scanned. That did not happen. Instead, I got weekly - WEEKLY - status updates telling me Asurion was trying to fix the machine declared as DOA by the manufacturer. Finally - FINALLY - after maybe 5 weeks of foot-dragging, Asurion gave up... said they couldn't fix it... and sent me a flipping AMAZON GIFT CARD for a refund. Did the Asurion work? Yes, it did. Were the reps on the phone polite and attempt more than token assistance? Can's say, because NONE OF THEIR PROMISES WERE KEPT. Am I yelling out of frustration? YES I AM. It's done, refund was ultimately received, but my impression is that they did everything they could from a corporate level to make me go away first.