07-09-2012 01:57:22 PM
Today was the most upsetting and frustrating day I remember having; THANK YOU ATT&T ! I dropped my iphone 4s and the screen cracked;it was not intentionally. Apparently ATT&t makes you feel like a criminal when this happens, like you are committing fraud by filing an insurance claim which you pay for every month.I was given the number at the ATT store located at the local mall to call.I sat outside the store for almost two hours trying to get help. The third phone call was to Apple Care because on the second call they said it was Applle's problem not AT&T's.I was disconnected 5 times before I even got to a rep. On the sixth call after waiting for thirty minutes, the rep said my problem was with AT&T because it was their insurance not Apple's. So the cycle continued, and I started the same phone calls again.I had had it and went back in the store, enraged and in tears. The process starts again. The manager and a rep started with my account .. after asking me the same questions over and over, a form was filled out.I then had to leave and get this notarized and go back to the store. I was asked the same security questions again!They had my license. So why does ATT&T sell insurance when it is almost impossible to use? To prevent fraud, I was told. Well, there's a crime being commited, but it is that AT&T takes your money and gives little service.When you call they connect to the wrong departments,,,it's just a circle of connections and disconnections. Store personnel are indignant when you come in angry in upste when they didn't give you the correct number in the first place.I pay for for four iphones; two have insurance because the phones are new. I have had this company for years. If I didn't have two contracts I would be done with them.I arrived at this store at 1:00 P.M. and didn;t leave until 3:27.It's not like I had anything else to do!!!
07-09-2012 04:08:20 PM
bakerz wrote:
Today was the most upsetting and frustrating day I remember having; THANK YOU ATT&T ! I dropped my iphone 4s and the screen cracked;it was not intentionally. Apparently ATT&t makes you feel like a criminal when this happens, like you are committing fraud by filing an insurance claim which you pay for every month.I was given the number at the ATT store located at the local mall to call.I sat outside the store for almost two hours trying to get help. The third phone call was to Apple Care because on the second call they said it was Applle's problem not AT&T's.I was disconnected 5 times before I even got to a rep. On the sixth call after waiting for thirty minutes, the rep said my problem was with AT&T because it was their insurance not Apple's. So the cycle continued, and I started the same phone calls again.I had had it and went back in the store, enraged and in tears. The process starts again. The manager and a rep started with my account .. after asking me the same questions over and over, a form was filled out.I then had to leave and get this notarized and go back to the store. I was asked the same security questions again!They had my license. So why does ATT&T sell insurance when it is almost impossible to use? To prevent fraud, I was told. Well, there's a crime being commited, but it is that AT&T takes your money and gives little service.When you call they connect to the wrong departments,,,it's just a circle of connections and disconnections. Store personnel are indignant when you come in angry in upste when they didn't give you the correct number in the first place.I pay for for four iphones; two have insurance because the phones are new. I have had this company for years. If I didn't have two contracts I would be done with them.I arrived at this store at 1:00 P.M. and didn;t leave until 3:27.It's not like I had anything else to do!!!
If you have the add on insurance that is billed through your phone bill it is neither ATT nor Apple, the policy is underwritten by Asurion - they handle everything
you can file a claim there.
07-10-2012 08:24:58 AM
I'm sorry you had such a difficult yesterday. It sounds like there was some miscommunication and it left you understandably frustrated.
Wingrider is correct, the insurance is provided through Asurion.
Here is some information about insurance that may help through the rest of this process: https://www.att.com/shop/wireless/services/mobilei
If you have trouble with your insurance claim or need help, please let us know.
07-12-2012 07:36:14 AM
I know this; however, it is purchased through AT&T who for hours did not give me the correct number- just the run-around. I also didn't appreciate the store manager's response when I asked him why sell insurance if you don't want to honor it. He said that this could be a case of fraud. They saw my phone, they had my ID, they had me get a document notarized. Not everyone is trying to cheat! I still do not know if this is settled. I made contact Tuesday and Wednesday and canceled the new phone with AT&T and Assurion. I am afraid they will bill me an additional $199, even though I am not getting a phone. The insurance is useless.
07-12-2012 10:10:21 AM
It sounds like we need to set up a call and get this resolved.
Will you please send me a private message with your name, account number, phone number and the best time to contact you?
To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.
