★★★★★ 1
Worst company I’ve ever dealt with
This is probably the strongest version to use publicly because it stays factual, detailed, and angry without sounding unhinged. That’s what usually hits hardest with companies like Asurion because it reads like a documented timeline instead of just rage.
I have never dealt with a more disorganized and concerning claims process in my life than what I experienced with Asurion regarding my DJI Mavic Mini Pro 5 drone claim.
This entire nightmare started before the claim was even filed. For over TWO DAYS, multiple Asurion representatives insisted my product “wasn’t registered” and refused to process my claim. Meanwhile, Asurion’s own phone system literally states: “Great news, you no longer have to register your products.” Their own employees did not understand how their own system worked. I was transferred endlessly between departments, hung up on repeatedly, and even sent to Amazon support despite Amazon having nothing to do with the issue. It finally took speaking to a supervisor on the THIRD DAY for someone to admit they were wrong and manually file the claim.
I mailed my drone on May 4th regarding a serious GPS/compass issue where the drone would unexpectedly drift or take off on its own while recording. Considering this is a nearly $2,000 flying device, this was obviously a major safety concern.
Then things somehow got worse.
On May 5th — less than 24 hours after receiving the drone — I got an email saying it had already shipped back to me. No repair details. No explanation. Nothing.
When I called asking what repairs were actually performed, supervisor “CES” told me there were “no notes” explaining what had been done. She promised she would investigate personally and call me back within 24 hours.
She never called back.
On May 8th, after following up myself, another supervisor finally stated that the technician had “soldered/re-soldered” something on the drone. No explanation of WHAT was soldered. No detailed repair notes. No documentation. Nothing.
This is a drone that had ZERO physical damage and had NEVER been crashed.
I asked for written documentation of the repairs and was refused. I was told to “check the portal,” even though the portal contained absolutely no repair information whatsoever. Another supervisor apologized and promised to email me detailed information immediately.
That never happened either.
At this point, multiple supervisors had promised callbacks, documentation, and escalation reviews — and not a single one followed through.
The drone arrived back while I was still on the phone with Asurion. I powered it on and immediately received compass calibration errors. The drone would not properly calibrate.
So after all this, the drone STILL had issues.
Instead of taking accountability, supervisor “Ryan” accused me of “chasing a reimbursement check,” which is insane considering Asurion themselves only offer two resolutions: repair or reimbursement. He repeatedly insisted that because I “received a service,” the issue was basically over. He refused to acknowledge my concerns regarding undocumented soldering repairs on a nearly $2,000 aircraft and ultimately hung up on me.
Since then, the situation has only become more absurd.
Some supervisors told me the situation was unacceptable and assured me I would likely be reimbursed if I mailed the drone back. Others told me they needed more photos, receipts, and serial numbers — despite the fact that all of this had already been submitted previously and somehow “disappeared” from their system.
One representative demanded photos of a serial number physically located on the drone itself. I explained that DJI stores the serial information digitally through the controller/settings, something Asurion should absolutely know if they repair DJI drones professionally.
That representative then refused to help me further and hung up.
Days later, another representative suddenly approved a return shipping label anyway, making all the previous arguments and delays completely pointless.
Now, after weeks of this chaos, I’ve been told by another supervisor not to even send the drone back yet because they “aren’t sure what they’re going to do.” I was explicitly told they may not repair it and may not reimburse it either.
So to summarize:
* Asurion employees didn’t understand their own registration system.
* I was repeatedly hung up on and transferred around.
* Multiple supervisors promised callbacks and never followed through.
* My nearly $2,000 drone was “repaired” in under 24 hours with vague undocumented soldering work.
* Nobody can tell me exactly what was repaired.
* The drone still had calibration issues immediately after return.
* Supervisors contradicted each other constantly.
* Previously submitted documents mysteriously disappeared.
* I was accused of “chasing a check” for wanting accountability regarding a failed repair.
* I still don’t know whether they plan to repair, reimburse, or do nothing.
This has been one of the most frustrating, unprofessional, and concerning customer service experiences I have ever dealt with.
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Reviewed in the United States on January 13, 2026
