Top critical review
1.0 out of 5 starsAbsolutely horrendous experience!!!
Reviewed in the United States on December 17, 2023
I’ve had several Asurion contracts over the years. In prior days, they had a streamlined process, and were more customer friendly. THIS IS NOT THE CASE NOW. I sent my robovac in for repair because it was making a horrendous noise and was losing battery power. They claimed that both issues were “fixed”, and sent the unit back. Well.. their “quality technicians” managed to break the battery door from BOTH hinges. They didn’t think I’d notice the shoddy piece of scotch tape holding it in place. Their big faux pas was obscuring the charging sensor with the scotch tape so the unit was sent back IMMEDIATELY. They then proceeded to replace the door, claim they had “cleaned” the unit (there was NO CLEANING done beyond mine; and since I couldn’t even use it with no battery door- if they cleaned it the first time as stated on previous documentation- why would a second cleaning be warranted? They sent the unit back and the SAME HIGH PITCHED SCREAMING NOISE that I had sent the unit in on the initial call was clearly not fixed. When I called the representative again (since this is now the “third strike” ) the representative assured me that once I sent the unit back AGAIN, they’d automatically issue the Amazon gift card to refund the unit. As all things with this company, THIS DID NOT HAPPEN. IT TOOK A TOTAL OF SIX PHONE-CALLS before they agreed to finally authorize the gift card. Prior to that, I received SEVERAL EMAILS stating they were repairing the unit and it was in process of being sent back to me (despite already acknowledging on the third phone incident they’d failed and would issue the gift card). On the SIXTH PHONE CALL, I had to escalate the call to a supervisor and threaten complaints to Amazon and the Better Business Bureau before they’d finally agree to their own verbal promises. I reminded them that all phone calls with issues are supposed to be logged at their call site, and all records of my phone calls to Asurion were documented should they decide to default. After way too much time and effort, they finally triggered the gift card. Then they actually thought bc they finally fulfilled the contract- they’d ask for a positive review. One thing I’m POSITIVE on- continue illegal practices as this (customer fraud and harassment) and you will be shut down.