Top critical review
Will never purchase again from this company
Reviewed in the United States on January 15, 2021
I bought this extended warranty for a tv and when the tv expectedly quit working, I went to them. Their website was problematic to use and even though input the correct information for the tv, it kept telling me that it was incorrect and wouldn't allow me to progress the claim so I had to speak to a representative. My first contact was a texted chat with a representative who assured me that there would be no issues with making a claim and took down the the information but right at the end of the chat, the session I'd started to submit the claim on their website ended and it abruptly closed the chat session I'd started as well. Completely cut off communication and closed it. I was very unhappy.
Apparently it was enough information that I received an email that said they've reviewed my claim and are unable to approve it for (blank) reasons. There was no reason. It said again that it was unable to and that I needed to call and update my demographics. It made absolutely no sense and the grammar was incomplete/broken. I didn't know why I would need to call and update demographics when they were denying the claim but I did. I spoke to someone who's English was heavily accented and I had to focus really hard to understand them but we managed. She once again assured me that there would be no problem with a claim and that I would be taken care of. She input the information I gave her (which was very much the same information I gave the prior person during the support chat.)
Then I got an email stating they were reviewing the claim and needed more information. They wanted proof that I had purchased the tv and the plan and required copies of the original receipts. Well, I got them that information waited further. Then I received another email stating they had reviewed the claim and were once again unable to approve it because my purchase of it was incorrect and to call Amazon customer support for a refund of the protection plan price. They never explained what was incorrect about the purchase. I called Amazon and got a lovely representative who was very helpful and after I explained about everything I'd been through when trying to deal with the company, including the broken English and grammar of the emails, she said it was not the type of experience that Amazon wanted their customers to have and she would start an investigation. She put sent a mail to Asurion, who in turn sent me an email stating it was being escalated to their Resolution Specialist Team and they would respond to me within 2 business days. That was on a Tuesday. I didn't hear anything until the following Wednesday, which is 8 days later. The email was concise and simply stated they'd refund the purchase of the tv via check to my home address and to have a nice day.
In the end, I'm glad to have gotten the purchase price of the tv reimbursed, though of course that doesn't include taxes, etc but I came away feeling like I'd only gotten 'lucky' because the Amazon representative stepped in and that the company was attempting to get out of honoring the agreement. Plus the constant back and forth and headaches of dealing with it, being reassured each time that there would be no problem with a claim and then being told every time that it wasn't approved. I have no trust or faith in this company and won't purchase another of their products.