Top critical review
1.0 out of 5 starsWaste of time
Reviewed in the United States on June 22, 2022
So in theory this protection plan seems like a no-brainer. I thought it would be pretty easy. I called the number once and was told I would get a replacement for the aforementioned fee. But for some reason I would need to call back later because it was outside of business hours. What does that even mean, I have no idea. Life happens, I got distracted by a family death, meanwhile my phone while functioning was getting worse. I called back again after my phone screen was shredding my hand and not responding properly. This time I was told that there was no option for replacement, but that I would need to take it to be fixed. I was a bit concerned because it was different than the last call and I was afraid to be without my phone that long. I asked to speak with a supervisor afterwards to clear things up when she told me that I was not doing a repair but a reimbursement instead.??? Yeah, so at this point I'm in a bit of a uncomfortable situation. The three people I spoke to all gave me different outcomes. I expressed my concern but was reassured that I would get a reimbursement in the form of an Amazon gift card for the same fee as a repair. I just needed to send my phone in and it would be processed as soon as they got it. I again expressed concern for the time I would be without my phone, but was again reassured that the sooner I sent it it I would quickly be sent the gift card. I went that Saturday to drop it off and was told it usually takes 30 minutes to a day for it to be processed after it is received by the company.
Okay, I can wait a couple of days. By Monday I hadn't received any updates from asurion so I called them. They told me they are allowed 3 business days to process my claim, but they did not have record of my phone so the associate had to put me on Hold to check with UBreak to see if I dropped it off. After she confirmed it with them I was again told firmly that I needed to wait up to 3 business days, until Wednesday, to get any updates. I expressed concern that they did not send me an email or anything to say they received my phone or are even processing my claim and was again firmly reproached for being impatient. They would call or email me when they are ready, not before. Fine, I literally can't do anything or see anything on my end so blind faith it is. Since then I have been somewhat obsessively checking my email for any updates only to be left in the dark. I finally decided to call today (Wednesday) which I know could be too soon, but after reading reviews warning of similar concerns about reimbursement I was nervous. The associate on the phone again told me to just wait. I'm apparently being unreasonable and too hastey and I need to wait until after tomorrow to contact them again about this? What is happening??? They won't give me any updates or physical receipts. Like part of me thinks I'm being irrational doubting their business' integrity, but another part of me is saying no modern business takes your phone through a third party then doesn't follow up with you or give you a receipt of acknowledgement. How is it that 5+ days without initiative is normal or acceptable. What business tells you to blindly trust whatever they tell you on the phone and reprimand you for being sceptical or for wanting an email or paper trail. Also as far as that three day time frame, I can't find that information anywhere on my claim information. I asked about that and was told that if I need information I can call them and they will give me the information that I need to know at the time. Like why should I call instead of being able to view it online or something?
So all this being said I am still without a phone and even if I do get the reimbursement today or more likely tomorrow, it remains that I will not be able to get a new phone with that credit until at least Friday or Saturday at the earliest. A whole week later. That turnaround is a joke considering the lack of information and the reassurance I received that it would all be processed quickly. I also feel angered that I was advised to drop my phone off Saturday when they knew fully well that they don't process claims till Monday so I could have kept my phone two more days with the same result.
At this point I would not recommend this to anyone. You would honestly do better saving money for a new phone or just paying the repairs out of pocket. I would have preferred keeping my phone to do a trade-in with Samsung personally instead of waiting for an Amazon gift card. Anyway, I hope this helps, I guess I'll update later.