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Asurion Portable Electronics Video (300)
Asurion, LLC
Product Description
Customer reviews
Successful Coverage Claim... with an Assist
Reviewed in the United States on February 23, 2022
TL;DR: The protection plan works, but keep track of documentation and work with real people for a smoother process.---I purchased the "ASURION 3 Year Portable Electronic Accident Protection Plan with Tech Support" for a Bluetooth headset. The headset itself was *supposedly* covered by a 2-year manufacturers warranty. I have not used the "Tech Support" aspect of the protection plan.Fast-forward a year, and the headset was accidentally damaged. I tried to contact the seller for assistance. I was horrified to discover that the storefront was no longer on Amazon. Attempts to contact the manufacturer directly resulted in repeated variations of unhelpful "we will not take responsibility, contact the seller" messages. (Looking at you regarding questionable corporate practices, MPOW.)I then recalled that I had purchased the protection plan from Asurion. I found the confirmation email and fired up the claims process using the provided information. After several attempts, Asurion's automated claim system kept deferring my claim. It always showed a message to contact the manufacturer because the product was still under the original warranty (see attached image). I had already tried to contact the manufacturer unsuccessfully. Bordering on hopelessness for a resolution, I finally noticed the less-conspicuous "chat with us" link. I clicked it and was promptly connected to a real person!The customer service representative was very helpful and easily understood my conundrum. A UPS pre-paid shipping label was generated for me to ship the broken headset to Asurion. I then sent it off for inspection with the promise of a refund within 4-6 weeks after receipt. I retained the tracking number for the package and noted the actual delivery date.After two months of waiting with no update from Asurion, the claim status page still reported that the next step was for me to ship the item. I knew the package had been delivered, so again I reached out to a real person for an update. They checked on my claim, bumped its priority, and assured me that the claim would be processed within 3-5 business days. Interestingly, my item was processed the following business day. The refund was issued in the form of an Amazon gift card and the claim was closed.Oh happy day!---I am very satisfied with the end result. There were some issues that, if handled differently, would have made this a 5-star review.- Accuracy: The claim denied page contained contact information for the manufacturer. However, this information was no longer valid. I had to find the updated information myself (although that obviously didn't lead me anywhere anyway!)- Transparency: There is something inside me that wonders if Asurion would have processed my item and completed the claim on their own. Perhaps I contacted them coincidentally at the same time they finally got to my item. Perhaps it would still be there if I never said anything or forgot about it... we will never know!
Reviewed in the United States on February 23, 2022
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Reviewed in the United States 🇺🇸 on February 23, 2022
---
I purchased the "ASURION 3 Year Portable Electronic Accident Protection Plan with Tech Support" for a Bluetooth headset. The headset itself was *supposedly* covered by a 2-year manufacturers warranty. I have not used the "Tech Support" aspect of the protection plan.
Fast-forward a year, and the headset was accidentally damaged. I tried to contact the seller for assistance. I was horrified to discover that the storefront was no longer on Amazon. Attempts to contact the manufacturer directly resulted in repeated variations of unhelpful "we will not take responsibility, contact the seller" messages. (Looking at you regarding questionable corporate practices, MPOW.)
I then recalled that I had purchased the protection plan from Asurion. I found the confirmation email and fired up the claims process using the provided information. After several attempts, Asurion's automated claim system kept deferring my claim. It always showed a message to contact the manufacturer because the product was still under the original warranty (see attached image). I had already tried to contact the manufacturer unsuccessfully. Bordering on hopelessness for a resolution, I finally noticed the less-conspicuous "chat with us" link. I clicked it and was promptly connected to a real person!
The customer service representative was very helpful and easily understood my conundrum. A UPS pre-paid shipping label was generated for me to ship the broken headset to Asurion. I then sent it off for inspection with the promise of a refund within 4-6 weeks after receipt. I retained the tracking number for the package and noted the actual delivery date.
After two months of waiting with no update from Asurion, the claim status page still reported that the next step was for me to ship the item. I knew the package had been delivered, so again I reached out to a real person for an update. They checked on my claim, bumped its priority, and assured me that the claim would be processed within 3-5 business days. Interestingly, my item was processed the following business day. The refund was issued in the form of an Amazon gift card and the claim was closed.
Oh happy day!
---
I am very satisfied with the end result. There were some issues that, if handled differently, would have made this a 5-star review.
- Accuracy: The claim denied page contained contact information for the manufacturer. However, this information was no longer valid. I had to find the updated information myself (although that obviously didn't lead me anywhere anyway!)
- Transparency: There is something inside me that wonders if Asurion would have processed my item and completed the claim on their own. Perhaps I contacted them coincidentally at the same time they finally got to my item. Perhaps it would still be there if I never said anything or forgot about it... we will never know!
Successful Coverage Claim... with an Assist
By Bruce Wyxv on February 23, 2022
TL;DR: The protection plan works, but keep track of documentation and work with real people for a smoother process.By Bruce Wyxv on February 23, 2022
---
I purchased the "ASURION 3 Year Portable Electronic Accident Protection Plan with Tech Support" for a Bluetooth headset. The headset itself was *supposedly* covered by a 2-year manufacturers warranty. I have not used the "Tech Support" aspect of the protection plan.
Fast-forward a year, and the headset was accidentally damaged. I tried to contact the seller for assistance. I was horrified to discover that the storefront was no longer on Amazon. Attempts to contact the manufacturer directly resulted in repeated variations of unhelpful "we will not take responsibility, contact the seller" messages. (Looking at you regarding questionable corporate practices, MPOW.)
I then recalled that I had purchased the protection plan from Asurion. I found the confirmation email and fired up the claims process using the provided information. After several attempts, Asurion's automated claim system kept deferring my claim. It always showed a message to contact the manufacturer because the product was still under the original warranty (see attached image). I had already tried to contact the manufacturer unsuccessfully. Bordering on hopelessness for a resolution, I finally noticed the less-conspicuous "chat with us" link. I clicked it and was promptly connected to a real person!
The customer service representative was very helpful and easily understood my conundrum. A UPS pre-paid shipping label was generated for me to ship the broken headset to Asurion. I then sent it off for inspection with the promise of a refund within 4-6 weeks after receipt. I retained the tracking number for the package and noted the actual delivery date.
After two months of waiting with no update from Asurion, the claim status page still reported that the next step was for me to ship the item. I knew the package had been delivered, so again I reached out to a real person for an update. They checked on my claim, bumped its priority, and assured me that the claim would be processed within 3-5 business days. Interestingly, my item was processed the following business day. The refund was issued in the form of an Amazon gift card and the claim was closed.
Oh happy day!
---
I am very satisfied with the end result. There were some issues that, if handled differently, would have made this a 5-star review.
- Accuracy: The claim denied page contained contact information for the manufacturer. However, this information was no longer valid. I had to find the updated information myself (although that obviously didn't lead me anywhere anyway!)
- Transparency: There is something inside me that wonders if Asurion would have processed my item and completed the claim on their own. Perhaps I contacted them coincidentally at the same time they finally got to my item. Perhaps it would still be there if I never said anything or forgot about it... we will never know!
Images in this review
