My Asurion experience......so far

[Dee102]

Asurion claim experience…..so far

I have a Samsung Galaxy 22 Ultra.  I cracked my screen on February 26, 2024.  This has been my Asurion Claim experience.  

Day 1 (2/26/2024)

I logged in to my Verizon account to check my device protection coverage and file a claim. I was reminded that a screen replacement would be $0 out of pocket and was pleased that I would get to keep my 13 month old phone that I really like. 

I get about halfway through the claim process and I cannot select the screen repair option.  At that point I start calling four different Ubreakifix locations around me (Asurion service centers) and each of them confirm that there are no screens in stock and they had been on backorder for quite some time.  They each suggested that paying for a replacement phone would be my best option to get back up and running.  I decided to pay the $99 and submit my claim.  While the claim is processing I receive an update that the S22 Ultra is not available and they would be sending me an S23 Ultra.  I was not happy as my case and back up screen protector would no longer work with my replacement phone.  So I am now out another $70-$80 for a case and screen protector.  I IMMEDIATELY received two emails stating my replacement s23 ultra device is on backorder, so much for next day replacement but I used the time to order a new case and screen protector from Amazon.

Day Two (2/27/2024)

I receive no updates from Asurion 

Day Three (2/28/2024)

I received two emails stating my replacement device is still on backorder.

Day Four 2/29/2024

I receive an email from Asurion that instructs me to call Asurion.  I call and they inform me that the S23 Ultra is out of stock but they are sending me a brand new S24 Ultra that will arrive the next day, according to the Asurion representative.   At this point I order a new case and screen protector and wait for my new phone.

Day Five 3/1/2024

The new phone is supposed to arrive.  I back up my old phone on my laptop, clean up some junk files, and wait for my new replacement phone.  Asurion used UPS to ship the phone (very unreliable in my experience), I got a tracking number and the tracking indicated the delivery a little after 9:00 am.  I thought, great, I can charge and set up my new phone in the evening.  I got two tracking updates later that day changing the delivery time and in normal UPS fashion the package never arrived and tracking status changed to on the way. 

Day Six 3/2/2024

Package did not arrive and tracking now indicated most likely delivery will be 3/4/2024.

Day Seven 3/3/2024

No phone arrives

Day Eight 3/4/2024

No  phone.  Tracking details still indicate on the way but not out for delivery.  The phone has been sitting at the UPS hub that is about 10 minutes from my house for over 4 days.  It is a good thing the cracked phone is still usable as long as I am careful.  

Day Nine 3/5/2024

The phone has not arrived and tracking is now unable to provide a delivery date.  I made the mistake of calling Asurion to see if they could get an update.  After punching numerous combinations of numbers on the keypad I finally was able to talk to a real person.  The call center sounded like it was not in an English speaking country with all of the shouting in the background in a language that was not English and the people I spoke with had very heavy accents and were a little difficult to understand at times.  Both people were nice and we all repeated things when we were asked so we were able to communicate with each other.  I thought the call would trigger them to inquire with UPS to see where this package went but that was not what happened.  The first person I spoke with decided the best solution is to resend a phone.  My first question was, will this cost me anything and I was assured that it would not.  The next question was, what do I do if the first phone shows up.  The person from Asurion actually told me to keep it.  He must be new or the language barrier confused the message.  I then argued with him that I could not keep the phone if they were sending me a different phone.  He eventually agreed and the plan for now is to try and get UPS to return to the sender if it arrives or call back for a return label.  During this phone call I received a text stating a claim is started with Asurion, I thought yes I started one several days ago.  I get off the phone and a few minutes later the tech coach app lets me know my claim has been canceled.  So after I paid for a replacement phone they canceled a claim I just called about.  I was not happy so I called back and entered all of the numbers and kept getting the message my claim was awaiting approval.  I learned to just stay on the line and a person will eventually pick up the line.  I finally got a real person. He did some research and it appears the last guy canceled my claim and opened a new claim for my phone.  Also, I now may not be getting an S24 Ultra and they will decide in 24 hours.  So much for the new case and screen protector I just bought for the phone that is stuck at UPS.  I was assured again this will not cost me anything but I am a little skeptical at the moment.  So we will see tomorrow.  Lesson learned, do not call to check on your shipment.

This process with Asurion really needs to be streamlined so replacement decisions are made within minutes, not days.  This is a paid service and the expectation is a quick repair or replacement.  My phone along with many others are a necessary tool for our employment and we cannot be without a phone for a long time.  I am lucky my phone was still usable but Asurion needs to review their process and make improvements on replacement or repair times. 

***I will be sure to update this post when I receive new information***

[Dee102]

Day 10 Update

I just received notice they are shipping an s24 Ultra 256 GB in 3 to 5 days. They are apparently on backorder at the moment. Fingers crossed the package actually makes it to my house this time.  This will be a 15 to 17 day processing time for this claim.  I will update when hopefully I receive the replacement phone.

[Dee102 · Accepted solution]

Day 11 Update

I finally received a replacement phone. A new S24 Ultra 256 gb. I switched my SIM, and everything transferred over pretty easily to the new phone. I have only really used the phone for about an hour as I set it up last night, but the only differences I have noticed from my S22 ultra are the circle to search and the flat screen. I have not really tried any of the AI features, and I am sure there are some other features I am not aware of. I will need to watch some YouTube videos to see what the phone is capable of.