Customer Review
- Reviewed in the United States on January 25, 2023I bought 2 identical Lenovo laptops for my great granddaughters. After a year or so both were broken and would not turn-on/start-up. I tried to fill-out the claim form on the Asurion website. I could not complete the forms because I did not know or have access to the serial numbers. I called Asurion and explained my problem. I explained that the serial numbers did not appear on the outside of the computers and since the did not turn-on, I was unable to get the numbers from the software data of the operating system. The Asurion customer service person said he would accept the claims and issued me 2 SR service request numbers and had packaging sent to me in which I should send them the computers.
About a week after I returned the computers, an Asurion Repair associate called me to tell me they would not honor my claim and would return the broken computers to me since I did not supply the serial numbers. I called customer service again and pleaded for them to honor their warranty contract. A week or so later Asurion declared that one computer was in-repairable and issued a full refund. The other computer was returned to me. I called Asurion customer service again and they told me that I needed to contact Amazon to get the serial number. I contacted both of the Amazon merchants that shipped the computers to me; neither had serial number records to give me. I called Asurion again and reported again that I could not obtain the serial number. The Asurion customer service person agreed to issue a new SR number and had a new box sent to me in which I was to again send the computer to them. This time, the computer was accepted by Asurion Repair and was declared irreparable and a full refund was issued.
This experience was very frustrating and maddening. Valued customers (who pay big money for their extended warranties) should not have to go through such hassles.
